Activity Management Detailed View. SAP Enhancement Package 1 for SAP CRM 7.0 CRM Sales - SFA

Transcription

1 Activity Management Detailed View SAP Enhancement Package 1 for SAP CRM 7.0 CRM Sales - SFA 1

2 Table of Contents 1. Activity Management Overview 2. Groupware Integration 3. Account Fact Sheet 4. Reporting 5. Further Information SAP 2009 / Page 2 2

3 Activity Management Activity Management in SAP CRM is an important part of professional customer service. Each activity with a customer is documented exactly All communication transactions (appointments, dates, telephone calls, s, letters, and meetings) and tasks can be entered and administered with activity management The following questions can be answered What dates and tasks do I have next week? Which business activities took place with my customers? Which are planned? Which business activities are currently taking place within my team? What was the result of my telephone call? Which follow-up activities resulted from the meeting? SAP 2009 / Page 3 Activity Management is an important part of Customer Relationship Management (CRM); it manages all activities in which your employees are involved. Data saved in an activity is always an important source of information to which all relevant employees need access. An activity is a document that is used to record information (including promotion planning), that can be used at any time within the Customer Relationship Lifecycle. Activities can be any of the following, for example: Phone calls, customer visits, general tasks in preparation or a reminder of (private) appointments, and so on. 3

4 Activity Management in SAP CRM Initiates marketing campaign for new product Campaign Manager 1 Customer calls to request product demonstration Customer 2 Checks calendar and creates Customer Demo activity 3 Sales representative 8 Sales representative Creates follow-up activity Creates task list, gathers information, and prepares visit 4 Sales representative 7 Sales representative Writes visit report 6 Sales representative 5 Sales representative Visits the customer SAP 2009 / Page 4 Creates a quotation 4

5 Business Scenario Activity Management (1) 1 The campaign manager creates a campaign for a new product for a specific target group 2 The customer shows interest in the product and calls the vendor to request a demonstration 3 The sales representative checks his calendar, creates an activity to visit the customer, and invites a sales assistant to come along. The appointment appears in the calendars of the sales representative and the sales assistant 4 The sales representative creates a task list for preparing the meeting. He has already prepared the presentation and marketing collateral and product information is also available. He attaches these documents to the activity SAP 2009 / Page 5 5

6 Business Scenario Activity Management (2) 5 The sales representative visits the customer. During the visit, the sales representative calls up the activity and uses the attachments for the presentation. The customer is very interested in the product and asks for a quotation 6 The sales representative creates a quotation as a follow-up document before leaving the customer 7 On the way home, the sales representative and the sales assistant stop at a café and write the visit report 8 Back in the office, the sales representative creates a follow-up activity for the customer SAP 2009 / Page 6 6

7 Activity Management Key Features Tasks, Appointments, s and Interaction Logs Automatic partner and organizational data determination Status management and results Notes Attachments Groupware Integration Reference to CRM objects Activity journals Follow-up documents Workflow management Action management Multiple survey assignment Success failure analysis Customer care intensity analysis Activity history analysis Planned activities analysis SAP 2009 / Page 7 7

8 Integration in the CRM Processes Activity management in SAP CRM can be used in each phase of the CRM process. It is fully integrated with all CRM business transactions. Campaign Lead Service Opportunity Activity Quotation Complaint Contract Order SAP 2009 / Page 8 8

9 Use in Several Channels and Business Roles Marketing Manager Service Professional Sales Professional Interaction Center Agent CRM WebClient UI Mobile Sales Handheld solutions SAP 2009 / Page 9 9

10 Various Types of Activities Appointment Activity Task Interaction Log SAP 2009 / Page 10 You can differentiate between various kinds of activities: 10

11 Integration of CRM Calendar Real calendaring in SAP CRM Activity management is a key area for the majority of users in a CRM system. Therefore, it is crucial to present activities in a way that users find familiar, based upon a daily, weekly, or monthly view. In SAP CRM, the calendar view is the perfect interface for users to do their daily business. The CRM Calendar provides various views and allows the user to manage his activities very easily and intuitively. This includes creating or adjusting appointments directly in the CRM calendar with Drag & Drop. SAP 2009 / Page 11 SAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions. SAP CRM delivers organizations with world-class Enterprise Sales, Telesales, Field Sales and E-Selling solutions to transact with their customers anytime, anywhere. Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment. Telesales leverages the core capabilities of the SAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organization s enterprise sales force. Mobile Sales provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device. E-Selling empowers an organization s customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and, then, purchase products or services anytime, anywhere. 11

12 Fast Activity Entry Simplify use of activities CRM users often have to work in parallel streams and fulfill multiple tasks at one time. To support such work, activity management provides an option to compose activities independently from the current work. SAP CRM comes with a panel on the lefthand side that allows users to start creation of individual activity types with just one click. SAP 2009 / Page 12 SAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions. SAP CRM delivers organizations with world-class Enterprise Sales, Telesales, Field Sales and E-Selling solutions to transact with their customers anytime, anywhere. Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment. Telesales leverages the core capabilities of the SAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organization s enterprise sales force. Mobile Sales provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device. E-Selling empowers an organization s customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and, then, purchase products or services anytime, anywhere. 12

13 Transaction Type and Category Activities are organized based upon their transaction type and category. This approach allows users to identify the type of communication or interaction that has occurred with the customer very intuitively. Transaction type The transaction type is a vitally important property of the activity All customizing works based upon this field and includes Which assignment blocks and fields are available Rules for partner determination and status and dates management If the activity can be private or public Category The category of an activity describes the kind of interaction with the customer with greater detail from a business perspective. E.g. an activity of the type Appointment could be categorized with customer visit, Phone conference or In-house Meeting. The category needs to be assigned to an activity class to define which records are visible in the task list, the CRM calendar and replicated to Groupware via the client-based groupware integration. Transaction type and category can assigned in dependence upon each other. Note: The transaction type does not necessarily have to be displayed on the UI if it is customized as dependent upon the category. For example, activities with a category of internal meeting and customer visit can use the same customizing and both relate to the transaction type of appointment. In this case, displaying the transaction type would not provide any additional valuable business information. SAP 2009 / Page 13 By means of activities, public interactions are recorded, for example, activities that are carried out in the name of the enterprise. Examples of activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under Transactions -> Basic Settings. 13

14 Example Appointment Overview Page SAP 2009 / Page 14 14

15 Follow-Up Activities You can copy an already existing business transaction as the basis for a follow-up transaction Copying an activity Interaction Log Interaction Log Creating a follow-up activity Appointment Copy control Quotation Opportunity SAP 2009 / Page 15 You can use and copy an already existing business transaction as the basis for a subsequent transaction. Here you have two possibilities: - Creating a follow-up transaction - Copying a business transaction (The system creates a copy of the transaction currently called and displays it for processing. When saving the copied transaction, the document flow is not updated, that is, the copied transaction has no connection to the reference document). 15

16 Subsequent Assignment of Activities Simplify use of activities In CRM, users often have to assign activities to a predecessor document like an opportunity. Normally they do so by creating a follow-up document when viewing the opportunity. In some cases, the successor document may exist before the predecessor document does, or it is too much effort for user to search for the opportunity and then use the follow-up procedure. Users can create assignments in a way that allows subsequent attachment of activities without the necessity of starting from the master object. Assignments can be changed without having to delete an existing activity. This approach makes life much more easy for end users: they can capture all their activities intuitively. SAP 2009 / Page 16 SAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions. SAP CRM delivers organizations with world-class Enterprise Sales, Telesales, Field Sales and E-Selling solutions to transact with their customers anytime, anywhere. Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target crossand up-selling opportunities, and promote collaboration in a team-selling environment. Telesales leverages the core capabilities of the SAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organization s enterprise sales force. Mobile Sales provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device. E-Selling empowers an organization s customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and, then, purchase products or services anytime, anywhere. 16

17 Activity Journals With activity journals, you can record and update information gathered e.g. from customer visits Activity journals can contain Products or product categories Product-related information, such as information on products discussed or the number of samples given to the customer The activity journal is transferred from enterprise sales to SAP Mobile Sales and vice versa. SAP 2009 / Page 17 17

18 Template Maintenance for Journals User-friendly wizards for maintaining template types and templates Predefined forms that contain product-related and non-product-related fields, which can be pre-filled or left blank Template type Template Serves as a proposal Select additional fields (such as discussed, priority, or number of samples) Assign transaction types and categories Assign territories Define validity period Assign the preferred template type Assign transaction types and categories Assign territories Assign target groups Define pre-filled products Define validity period SAP 2009 / Page 18 A user-friendly wizard is available for maintaining the activity journal template type. The activity journal template type is a pre-defined form, and is delivered as an example with the standard configuration. It contains product related and non product related fields, which you can fill or leave blank, depending on what is relevant to you. This form can be used as a basis to define a pre-filled template. 18

19 Integration of the Survey Tool Integration of surveys and questionnaires Customer surveys Customer visit evaluation Customer satisfaction surveys, and others Multiple assignment Transaction type Category Status Sales organization Distribution channel Division Territory Survey Survey Survey Activity SAP 2009 / Page 19 The questionnaire in the activity is based upon the Survey Tool. You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. Examples of using the questionnaire: A telephone call script, which leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees After the necessary Customizing settings have been carried out, the activity will contain the Questionnaire tab page. If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page is not shown. You can find the Customizing settings in the IMG under Transactions -> Settings for Activites -> Define Questionnaires. 19

20 Survey Tool Easy to use and user-friendly Flexible tool for creating and maintaining surveys in a single interface No programming necessary for standard configuration Integration in business scenarios Lead qualification Opportunity assessment Customer visit report (activity) Can be adapted to suit customers requirements SAP 2009 / Page 20 20

21 Survey Screenshot SAP 2009 / Page 21 21

22 Generating Activities Features Sophisticated rules for scheduling Flexible definition: calling time, visiting time, delivery time Contact for an account and relationship type Check of existing planned contacts Backward and forward scheduling: customer-specific algorithm Different rules for assigning call center agents automatically Agent responsible for the account Agent group Business routing scenario A specific consumer goods scenario Outbound telesales with periodic calling time Focusing on order taking Always confirm the next call or next delivery SAP 2009 / Page 22 22

23 SOA Services in Activity Management Business Object Service Name Process Component Activity Find Activity Basic Data by Elements Activity Mangement Activity Task Change Activity Task Activity Mangement Activity Task Complete Activity Task Activity Mangement Activity Task Create Activity Task Activity Mangement Activity Task Read Activity Task Activity Mangement Appointment Activity Change Appointment Activity Activity Mangement Appointment Activity Create Appointment Activity Activity Mangement Appointment Activity Activity Read Appointment Activity Change Activity Activity Mangement Activity Mangement Activity Create Activity Activity Mangement Activity Read Activity Activity Mangement Interaction Activity Change Interaction Activity Activity Mangement Interaction Activity Create Interaction Activity Activity Mangement Interaction Activity Read Interaction Activity Activity Mangement SAP 2009 / Page 23 23

24 Table of Contents 1. Activity Management Overview 2. Groupware Integration 3. Account Fact Sheet 4. Reporting 5. Further Information SAP 2009 / Page 24 24

25 Business Processes In SAP EHP1 for SAP CRM 7.0 users can utilize a set of processes that allow a deep collaboration between SAP CRM and existing Groupware platforms Lotus Notes and MS Outlook SAP CRM Sales Professionals can maintain account and contact information in Groupware and SAP CRM including automatic synchronization. This ensures data consistency and transparency in Groupware and SAP CRM. Account Management Sales People can manage their activities (Appointments, tasks) in CRM or Groupware. All such activities are exchanged between the Groupware platform and SAP CRM. Appointments and Tasks One-to-One Collaboration enables users to very easily manage inbound and outbound s communication in CRM. s can be initiated from CRM and tracked with in the customer interaction history. Collaboration Groupware SAP 2009 / Page 25 25

26 Groupware Integration CRM g Groupware Groupware User A MS Outlook or Lotus Notes User in CRM Application Creates an appointment and invites users A and B Users A and B receive the appropriate calendar entry Groupware User B Link to CRM Activity SAP 2009 / Page 26 26

27 Groupware Integration Groupware g CRM An activity of type appointment is created in CRM User creates an appointment in MS Outlook or Lotus Notes and invites some attendees SAP 2009 / Page 27 27

28 Server-based Groupware Integration Architecture Bidirectional data exchange between SAP CRM middleware and groupware solutions (MS Exchange and Lotus Domino) Groupware Server Business Partners CRM Server CRM Middleware Groupware Adapter SAP Groupware Connector Activities XML vcard or icalendar Message Transformation XML BDoc message BDoc msg. SAP 2009 / Page 28 28

29 Client-based Groupware Integration Architecture Bidirectional data exchange between SAP CRM backend and local groupware application (MS Outlook and Lotus Notes) GW Client API Local PC SAP CRM Client GWI Contacts Activities CRM Server SICF Framework Groupware Server SAP 2009 / Page 29 29

30 Table of Contents 1. Activity Management Overview 2. Groupware Integration 3. Account Fact Sheet 4. Reporting 5. Further Information SAP 2009 / Page 30 30

31 Fact Sheet Info Block 2: Open Transactions Info Block 2: Last N Activities Info Block 3: Credit Information Interaction Center Sales Team View or Views Personalization SAP 2009 / Page 31 The fact sheet delivers an immediate and compromised overview of business partner information that comes from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can display the most important details for your main customers or business transaction partners quickly and simply. The most important steps for modifying the fact sheet are: 1) View definition: With this step you can create new views for the fact sheet. Each view can contain a contrasting number or selection of info blocks, so that you can adjust the view according to the requirements of the user. 2) Assignment of info blocks to the views: You can assign info blocks to the view. 3*) Assignment of views to user roles: In this activity, you can assign particular views to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. *) Optional 31

32 Offline Fact Sheet Screenshot SAP 2009 / Page 32 32

33 Table of Contents 1. Activity Management Overview 2. Groupware Integration 3. Account Fact Sheet 4. Reporting 5. Further Information SAP 2009 / Page 33 33

34 Reporting Activity and passivity analysis Success and failure analysis Intensity of customer care Distribution of activities per organizational unit Activity history Planned activities (employees, team, and region) Sales, activities, and opportunities; processing time; and revenue Sales, activities, and opportunities; quantities and volumes SAP 2009 / Page 34 Activity / passivity analysis: Overview how often the customer actively requests information from you, or how often you take the initiative to contact the customer in order to sell products, to provoke interest, or just to maintain contact. If the customer is active, incoming business activities predominate, for example incoming phone calls. If the customer is passive, outgoing business activities predominate, for example, outgoing s. Success / failure analysis: This query provides an overview of all activities that are carried out in a specific time period, including the status set by the user, for example, completed successfully or without success, and the reason for this status. Intensity of customer care: This query provides details on how many activities were created for a specific contact partner, and how much time is spent on each activity so that the sales manager can judge how much time has been invested in customer care. This includes both the total duration of the activity, as well as the time spent in direct contact with the contact partner. Distribution of activities per organizational unit: This query provides you with information regarding the number of activities processed in recent months in order that you can better estimate how many activities your sales team will have in coming months. You can also call up the total number of open activities for a specified time. Activity history: This query shows those business activities that were created in the last 12 months. 2 views: A displays the activities for individual sales employees in the team of each sales manager, B displays the activities within a region (or sales area) assigned to each sales manager. Sales, activities and opportunities / processing time / revenue: Using this query, you can compare the time that the call center agent has used for business activities (phone calls, s or faxes) with specific customers with revenue achieved by orders or contracts with these customers. Sales, activities and opportunities / number and volumes: This query provides an overview of the number of completed activities, opportunities and sales orders according to region and country. 34

35 Table of Contents 1. Activity Management Overview 2. Groupware Integration 3. Account Fact Sheet 4. Reporting 5. Further Information SAP 2009 / Page 35 35

36 Further Information SAP CRM - Ramp-Up Knowledge Transfer (RKT) SAP CRM Demo Portal SAP CRM WiKi SAP CRM - Help Portal SAP Service Marketplace SAP 2009 / Page 36 36

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