Service Capabilities in SAP CRM. Overview Presentation Enhancement Package 3 for SAP CRM 7.0

Transcription

1 Service Capabilities in SAP CRM Overview Presentation Enhancement Package 3 for SAP CRM 7.0

2 Agenda 1. Business Environment Customer Service Excellence 2. SAP Solution for Service in SAP CRM 3. Highlights in SAP Enhancement Package 3 for SAP CRM Customer Success 5. Why SAP? 2

3 Companies Need to Rethink How to Service Customers Customer Engagement With Real-time Insight is the New Business Imperative 66% of consumers will spend more with companies who provide excellent service. Source: American Express 2012 Customer Service Barometer 2013 SAP AG. All rights reserved. RKT 3

4 CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW WEB MOBILE SOCIAL CALL CENTER MARKET PLACE DIGITAL GOODS INTERNET OF THINGS CONTACT CENTER POS MARKETING CHANNELS INDUSTRIES MARKETING SALES SERVICE SOCIAL COMMERCE PREDICTIVE ANALYTICS HANA AS A PLATFORM

5 Service Competitive Landscape Key Competitors CRM Contact Center Field Service Communications Omni-Channel Service Big Data Insights Web Self-Service Social Media 5

6 Service Extended by Partners 6

8 Service Capabilities in SAP CRM SAP CRM provides a solution and platform that enables the management and execution of the end-to-end service process. Support Rep Everything needed to serve customers on a single screen Customers Find information and communicate with support agents Field Technicians Equip to finish the job in one visit, achieving SLA and satisfying customers SAP CRM Service reduces cost of service while increasing customer satisfaction 8

9 Service Solution Overview Deliver excellent service with real-time customer insight, pleasant interactions, and efficient execution 9

10 Sales & Marketing for Service Maximize Service Revenue Grow service revenue by marketing and selling service effectively Create differentiation through solution-based selling Increase pipeline visibility by proactive service contract renewals Drive effective cross-sell and up-sell Service marketing & campaigns: develop and execute targeted, installed-base marketing campaigns. Lead and opportunity management: track, qualify, and distribute leads to the most appropriate service sales professional and monitor the conversion of opportunities into service revenue. Quotation management: generate accurate quotations, capture customer service orders, and track orders through the fulfillment process. Solution business: drive service revenue with bundled solutions containing products with complementary services and contracts; provide complete support from quotation to order/contract. Cross- and Up-Selling with customized real-time offerings and product proposals. 10

11 Service Contracts Sustain Long Term Profitability Warranty & Claim Mgmt. Returns & Depot Repair Parts Logistics & Finance Field Service Mgmt. Sales & Marketing for Service Customer Service & Support Service Contracts Installed Base Mgmt. Offer customized service packages Achieve consistent SLA compliance Eliminate service leakage through entitlement checking Drive recurring revenue streams Service agreements and contracts: manage service agreements and service contracts, automatically verify entitlement, manage and monitor service-levels, and alert agents when a customer's contract is about to expire. Service plans: schedule and plan preventive maintenance services that occur at certain time- and/ or counter-based intervals. Usage-based contracts: define services and specific usage conditions (prepaid / actual usages) for unique objects of a customer and bill them based on these conditions. Contract renewals and changes: enable the renewal of expiring service contracts as well as the execution of single or mass contract changes in a simplified and guided way. 11

12 Installed Base Management Know Your Customer Setup Warranty & Claim Mgmt. Returns & Depot Repair Parts Logistics & Finance Field Service Mgmt. Sales & Marketing for Service Customer Service & Support Service Contracts Installed Base Mgmt. Have up-to-date information of customer landscape Increase uptime by delivering proactive service Reduce broken calls through accurate BOM information Gain insight into up-sell opportunities Installed base: manage customers' installed base of products, components, and their configuration with multi-level hierarchical representations; compare installed bases and past versions. Installed base fact sheet provides a summary of the essential details about installed bases taken from several sources. Integration in service processes: use installed bases as reference in service processes and assign them to service contracts and maintenance plans. Counter readings: capture readings for counters associated with customers objects and use these for follow-up processes. 3D Visualization of products, components and work instructions. 12

13 Customer Service & Support Reduce Cost of Service While Enhancing Customer Satisfaction Warranty & Claim Mgmt. Returns & Depot Repair Parts Logistics & Finance Field Service Mgmt. Sales & Marketing for Service Customer Service & Support Service Contracts Installed Base Mgmt. Reduce cost of service and deliver differentiated service Increase first contact resolution rate Increase customer loyalty and retain profitable customers Superior service through multiple interaction channels 360 view on customers including information on service histories, contracts and service entitlements, service levels, installed base, and warranties. Service request & complaint management: capture service requests, make use of checklists, and bundle alike requests to a case; address customer complaints and trigger follow-on activities, such as credit memos or returns. Service order management: initiate field service and in-house repair processes, schedule service appointments, and trigger and monitor escalations. Knowledge management including knowledge search, knowledge article, and auto-suggest capabilities enables agents to quickly identify solutions to known problems. Multi-channel support: Interaction center, E- Service, Partner Channel Service. 13

14 Field Service Management Maximize Field Service Efficiency Increase field technician utilization Make more calls by improving dispatch productivity Reduce cost of service with optimal assignments Shorten billing cycles and minimize day sales outstanding Service order management: manage tasks, parts, 3 rd party services, and tools for planned or unplanned services, assign contracts and warranties, and trigger follow-up processes like part reservations/purchases. Scheduling and dispatching: agree on service appointments with customers while considering service levels, resource availability and qualification requirements; manage and dispatch resources to meet service demands using Gantt charts, geo-maps, and optimization capabilities. Mobile field service: leverage SAP CRM Service Manager mobile app to provide service relevant information to field technicians, to confirm provided services, consumed parts and expenses, and manage vehicle stock inventory. SAP Interactive Forms by Adobe: use interactive PDF forms for service confirmations. 14

15 Returns & Depot Repair Reduce Future Returns and Increase Efficiency of Return Process Improve product quality through proper returns diagnosis Enhance visibility of repair pipeline Reduce costs by detecting unnecessary returns Increase efficiency of return process Repair order Management: automate the entire inhouse repair process; create the repair order, check whether a warranty exists, define repair steps, assign an existing service contract, perform cost estimates and manage quotations, allocate resources, and record time and consumed parts to bill the customer. Return processing and logistics integration: monitor and check availability of required service parts, process return material authorizations (RMA), track delivery of returned and repaired products, initiate scrapping, and manage the handling of loan devices; integrate with Advanced Returns Management in SAP ERP. Escalation Management: monitor and escalate repair orders based on service level agreements. Quality notifications: generate SAP ERP quality notification to improve product quality. 15

16 Warranty & Claim Management Increase Efficiency of Warranty & Claim Process Increase efficiency of claim management & processing Maximize supplier recovery though tiered claims Capture customer information through warranty registration Reduce payout of fraudulent claims Customer & vendor warranty: maintain customer and vendor warranties and automatically determine entitlements during service transaction processing. Product & warranty registration: register products and automatically assign warranties based on various dates (e.g. installation or purchase date). Warranty claim processing: manage the entire customer claim process, from return material authorization (RMA) to repair and billing; automate the determination of valid entitlements against vendors to reduce warranty costs. Credit and debit posting: tightly integrated financial management processes enable accurate, timely refunding and reimbursement, respectively. Recall handling: leverage Product Service Letters to initiate recall campaigns. 16

17 Parts Logistics & Finance Simplify End-to-End Service Management Increase flexibility and efficiency with part procurement Gain visibility of part availability and minimize sourcing delays Gain insight with accurate cost information Minimize delay in invoicing customers Parts logistics: manage parts movements, inventory, and procurement with native integration to SAP ERP logistics capabilities (procurement, material withdrawal, reservation, delivery-relevant and scrapping processes) from multiple CRM service transactions like service order, in-house repair or service confirmation or even from mobile devices. Financials: streamline controlling, invoicing, revenue recognition, and cost allocation with native integration to SAP ERP financial capabilities; use either CRM or ERP billing, utilize flexible billing options (fixed price, resource-related, combined), and consider contract and warranty conditions. SAP Service Parts Management: leverage SAP SPM, a complete Service Parts Management solution for planning, procurement, warehousing, fulfillment, and transportation of service parts. 17

18 Collaboration and Channel Integration Collaborate without Boundaries Have flexibility to meet customer expectations Easy to integrate & share data Seamless collaboration with customers, partners and between employees Simplify communication Interaction Center: single desktop for customer service agents, providing lightning-fast access to 360 view of customer; enable consistent customer interactions across all interaction channels including phone, , chat, web self-service, and social media; support end-toend customer service processes. Business Communication Management: enable customer service communication across multiple contact channels (phone, , chat); efficiently monitor, control and manage contact center operations in real-time. Web Channel E-Service: empower customers to solve issues online on their own at any time; reduce costs by deflecting customers from more costly service channels. Partner Channel Service Management: lower channel support costs while helping partners provide consistent and timely service to customers. SOA enabled 18

19 Analyze Gain Insight and Optimize Easy to access and simple to use Gain instant insight into your service business performance Plan with more accurate forecasting of future demand Fine tune your operations for growth CRM Interactive Reporting for SAP CRM Service allows to easily create adhoc self-service reporting and analysis in real-time, e.g. for service order, service request, complaint, etc. Report Assignment Wizard: import different types of BW reports from SAP NetWeaver Business Warehouse and assign these to selected business roles. SAP BusinessObjects solutions like dashboards and SAP BusinessObjects Explorer enable users to access and build interactive and visually appealing analytics to explore and analyze service data. Operational Reporting: embedded graphical data representation in Advanced Search provides operational users easy filtering and drill-down. Service Monitor provides graphical status monitoring for service transactions. 19

20 Optimize Increase Flexibility to Change Increase user productivity Drive adoption of standard process Achieve SLA consistently Implement process changes with zero disruption Flexible user interface: the WebClient UI is designed for the business user and presents a rolebased workspace that provides an easy-to-use navigation and user interface; generic UI functions, powerful configuration tools and personalization capabilities allow customer specific adaptions. Workflows enable customers to automate, change, and optimize business processes, e.g. workflows for handling (Business Routing). Actions & alerts: define and execute alerts and actions to automate escalation when pre-defined criteria are met. Rule-based modeling of processes: define and execute business processes with multiple conditions using rules to determine the appropriate flow. Stable, core based enhancement packages 20

22 SAP CRM 7.0 EHP3 Service Capabilities What s New in Service SAP Jam Integration in SAP CRM SEPA enablement Usability & Performance New UI skin- Corbu Usability enhancements First HANA enabled EHP for CRM SAP CRM Interaction Center Social media integration Interaction Center inbox usability improvements SAP HANA for the Interaction Center inbox Additional enhancements Integration of SAP Visual Enterprise applications in SAP CRM Service Enhanced service duration and parts prediction Service Request processing enhancements 22

23 SAP Jam Integration in SAP CRM Enhancements Social collaboration using SAP Jam in service request and service order Create groups in SAP Jam from SAP CRM service requests and service orders Manage Jam groups from the service request or service order Display and work with feeds from the service request or service order Collaborate within the enterprise and customers to solve complex cases Simplify communication among geographically dispersed employees Share best practices and accelerate peer-to-peer learning and on-boarding Use mobile apps for anytime-anywhere collaboration 23

24 SEPA Enablement in SAP CRM Enhancements Maintenance of SEPA (Single European Payment Area) mandates in SAP CRM Use of SEPA mandates in CRM business transactions like service order or service contract Comply with legal requirements Streamline processes for direct debit Seamless integration with follow-up processes in SAP ERP Financials 24

25 SAP Visual Enterprise Integration in SAP CRM Service SAP Visual Enterprise enables integrated visual and business information to improve communication and collaboration, reduce complexity which leads to higher quality of decisions combined with speed and productivity. Product visualization Interactive work instructions Identify and select parts 25

26 SAP Visual Enterprise Integration in SAP CRM Service 3D Product Visualization in the Service Order Enhancements On creating a service order you can view the product to be repaired in the SAP Visual Enterprise Viewer. Easily analyze the product structure and identify the issue through visualization. 26

27 SAP Visual Enterprise Integration in SAP CRM Service 3D Product Visualization for Parts Planning in the Service Order Enhancements When selecting the required parts for a service order you can view the product in the SAP Visual Enterprise Viewer. You explode the product to its single parts and pick the parts that are required for the repair. You transfer these parts directly into the service order items. Easily identify and select the right parts for the service order. 27

28 SAP Visual Enterprise Integration in SAP CRM Service Interactive 3D Work Instructions in the Service Order Enhancements The interactive repair work instruction from Visual Enterprise is attached to the service order. You can display the work instruction directly from the service order. The work instruction contains a description of the work steps and a visualization of these steps as an animated graphic. Visualized interactive work instructions guide the service technician through the required work steps, even if he performs this procedure for the first time. 28

29 Enhanced Service Duration and Parts Prediction Enhancements Predict service duration and service parts based on service confirmation data residing in the SAP CRM system, in an in-memory database. Previously, you needed to extract data to the SAP Business Information Warehouse (SAP BW), where it was aggregated to calculate predictive data. This option of extracting data to SAP BW is still supported as alternative to using an in-memory database. Enables service organizations to plan durations to complete a service order on a reliable prediction. Additionally it allows technicians to be better prepared and report faster. Both leads to higher speed and productivity. 29

30 Service Request Processing Enhancements Various enhancements for service requests for better usability Management of processing times Enhanced checklist Automatic checklist determination notifications Checklist step enhancements Decision-based checklists management enhancements New bulletin board Service request fact sheet Notification framework for process monitoring Enhanced dispatching and routing capabilities Enhanced text and attachment handling Improved productivity of customer service teams and better visibility into service levels and improved compliance to service-level agreements (SLAs) Increased compliance with company policies for customer-issue resolution Improved coverage of comprehensive processes via an enhanced checklist Better visibility into the details of checklist process step Increased flexibility through dynamic flow definition 30

31 Social Media Integration in SAP CRM Interaction Center Enhancements Integration of SAP CRM Interaction Center with social media channels Automatically retrieve social media data from integrated social media channels Ability to integrate with preferred sentiment analysis engine Service agents can interact with social media users via reply, direct messages, etc. Service agents can create follow-up actions in SAP CRM to provide services Ability to monitor and respond to customers across a variety of social media sites Understanding of the full customer context by leveraging social and enterprise data Consistent customer service across all interaction channels 31

32 Inbox Enhancements in SAP CRM Interaction Center Usability and HANA Enablement Enhancements Inbox for non-interaction-center roles Configurable buttons Usability improvements Performance improvements and enablement of SAP HANA Work Distribution Dashboard for Interaction Center supervisors Improved user adoption Faster processing of inbox items Consistency of back-office processing across business roles in SAP CRM Powerful work distribution dashboard for supervisors 32

33 Additional Enhancements in SAP CRM Interaction Center Enhancements Usability improvements in the / fax / letter editor Agent Dashboard enhancements Response Management System (ERMS) push: enhanced routing attributes Multi level categorization: improved performance DTMF enabled dial pad CMS enhancements: Connecting multiple CMS adaptors Monitor CMS connections Enhanced ICI trace tool Improve agent productivity and satisfaction Manage more contacts in a given time Improve responsiveness to customers Reduce integration efforts 33

34 Generic Enhancements - Usability and Performance Enhancements New Visual UI skin Corbu First HANA enabled EHP for CRM Usability enhancements Guided set-up of fuzzy search Single European Payment Area (SEPA) in CRM Multi Channel: Foundation for Multichannel Transactions Fast and easy to use system Lightning fast fuzzy searches with enhanced search criteria State of the art user interface with Corbu design 34

36 SAP Is a Recognized Solution Leader for Service Feedback on SAP Service The Forrester Wave CRM Suite Customer Service Solutions Q3 12 SAP CRM continues to focus on usability and delivers strong customer service capabilities. SAP CRM has robust, well-rounded customer service capabilities. It boasts a robust platform and architecture suitable for global deployments, has excellent field service capabilities, and offers a broad array of industryspecific solutions. Regarding core customer service capabilities, it has strong support for phone agents, call center infrastructure, agent collaboration tools, knowledge base, self-service tools, response management, customer service analytics, cross-sell and upsell during an interaction, case management, and business process support. It has strong self-service capabilities and sound capabilities for self-service to live-service transitions. 36

37 of Service Capabilities in SAP CRM Key Key Key Key Improve SLA compliance with less effort Raised service profitability and customer satisfaction Increased service revenue and reduced DSO Improved customer experience through proactive service SourceGas Yaskawa US Waters NetApp Proof Points Proof Points Proof Points Proof Points SourceGas reduced the average call handling time by 30 seconds and thus could reduce the number of resources required to meet service levels by 5%. Yaskawa US transformed its call center into a customer satisfaction center. They reduced operational costs by 50%, increased revenue by 10%, reduced the abandoned call rate by 2.2%, reduced call wait time by 50% and reached a 94.3% of calls answered in 30 seconds. Waters increased $2 million service plan sales through proactive contract renewal using SAP CRM. They also reduced their invoicing period, the period between the completion of the service order and the invoice being issued, from 14 days to 1. NetApp with 2800 users and high transaction volumes generates the majority of service orders as touch free through device diagnostics 37

39 Why SAP? Integrated end-to-end service capability, with front-end visibility into back-end operations Complete, consistent service operations across all contact channels interaction center, , Web, field service, and channel service Pre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution Leverage sales and marketing capabilities within SAP CRM for effective selling services and related products Built-in analytics and SAP Business Objects platform for deep business insights SAP AG. All rights reserved. RKT 39

40 2013 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices SAP AG. All rights reserved. Internal 40