What s New in SAP CRM 7.0?

Transcription

1 SAP CRM 7.0 Release Highlights What s New in SAP CRM 7.0?

2 What s New in SAP CRM 7.0? Overview UI Framework Enhancements Improving Sales Performance Architecture Improvements Service Sales E-Marketing Fulfillment Lead-to-Cash ERP Order embedded in CRM Service Excellence Incident Lead Staff & Units Case Operations Documents & Forms Suspects Record Relations Locations Objects Industry Highlights Consumer Marketing Enterprise Services

3 UI Framework Enhancements New Productivity Tools: Smart Value Help Recent objects for faster navigation User Guidance by task based UI Table Graphics: visualizing table content in a pie or bar chart Enhanced Personalization: Web Links can be added to your CRM Home Page Optional tile layout Customer specific icons Drag & Drop in UI configuration tool in calendar (e.g. reschedule meeting)

4 UI Framework & Architecture Highlights (1/2) Enterprise Search Simple Search User Interface for CRM Cross-object searches within CRM (local search scenario) Cross-system searches across the business suite (central search scenario) One common modern search technology for CRM and also the suite (TCO) Based on NetWeaver Enterprise Search High runtime performance resulting in fast searches Identity Management Integration of CRM with SAP NetWeaver Identity Management (IDM) Central management of user data, CRM acting as receiver Enablement of CRM to handle all necessary follow-up steps (automated or workflow-based) so that users can start working in CRM without any disruptions SAP 2007 / Page 4

5 UI Framework & Architecture Highlights (2/2) Realizing Business Requirements in in a a faster, simpler and and efficient way. Design Layer Reduction of the UI configuration tool field set Central re-labeling Easy creation of value help content for customer specific fields Extensibility Tool Provide capability to extend CRM Business Objects Seamlessly integrated into the CRM Framework Tools Accessible via UI Configuration Tool and from the Navigation Bar Transport extensions & Multi-language support Stable Core Consolidated stable core approach Enhancement package1 readiness Clear software component definition SAP 2007 / Page 5

6 Service Management (1/5) Highlights Overview Link to CATS time sheet Displaying cost information Automated warranty activation Resource planning: Geo-maps Alternative technician information Technician self-service Usability enhancements Warranty & Claim Management Returns & Depot Repair Service Logistics & Finance Customer Field Service Management Service Sales & Marketing Customer Service & Support Service Contracts & Agreements Installations & Maintenance Credit card payment Packaged service quotations Contract templates Contract renewal Contract change processes and mass changes Functional location download Bill of material replication Enhanced authorizations Service request and master requests Knowledge articles IT service management

7 Service Management (2/5) Customer-Driven Enhancements Service enhancements & alignments: ERP integration of functional locations and bill of materials Credit card payment in CRM billing Service transactions inherit reference objects and categorizations to the item level Controlling and cost information displayed in transactions Improved serial number integration Enhanced authorizations for Installed Base

8 Service Management (3/5) Advanced Contract Management Advanced Contract Management covers enhanced functionality around service contracts and the whole life-cycle of a contract with processes of contract offering, contract execution and contract maintenance. Enhanced contract life-cycle: Package quotations incl. enhanced package pricing and follow-ups creation Automation of contract activation processing Master contract templates Consolidated change processes for all contract types Marketing integration for contract renewal process Interfaces for 3rd Party remote service vendors Display related ERP documents in transaction analyzer Usability enhancements

9 Service Management (4/5) Resource Optimization In order to plan and steer internal and external technicians, resource scheduling is an essential part of service processing within companies. Offering the necessary information in a smart way enables resource planners to plan and react accordingly. Continuous and enhanced support for external service providers follows the market requirements and offers more end-to-end process possibilities. Resource Optimization: Alternative technician information Maintenance for service providers Technician Self Service Planning information enhancements Strengthen back office possibilities

10 Service Management (5/5) Knowledge Articles Management The new Knowledge Article Base contains business relevant FAQs, how-to documents, special process information, solution descriptions, etc. Create, link and distribute knowledge : Quickly find information via full text search Easy integration to other CRM objects like customers, products, installed bases, campaigns, opportunities, service requests Multilingual text authoring and attachment capability Special authorization checks to restrict access to special user groups Actions and Workflow support Interfaces for import and export from and to existing knowledge bases

11 ITIL Compliant IT Service Management (1/2) Comprehensive End-to-End Solution IT Service Desk 2 nd Level Support Customer New comprehensive and complete ITIL -compliant end-to-end offering for IT Service Management ITIL-compliant incident, problem, and change management IT Service Desk for professional 1st level support, optionally with integration into SAP Solution Manager Service Desk IT Object Management and IT Service Level Management as a basis for IT support processes Flexible Usage Options Internal scenarios IT department delivering IT support to other departments Shared Service Center (SSC) scenarios SSCs offering IT- as well as further internal services globally for one corporate group External scenarios IT service providers offering services to their customers

12 ITIL Compliant IT Service Management (2/2) Comprehensive End-to-End Solution IT Service Desk IT Support Management 2 nd Level Support Customer Pre-defined process types for incident, problem and change management along the best practices described in the IT Infrastructure Library (ITIL) One Component concept for flexible usage of these process types within or outside of SAP CRM Interaction Center Integrated knowledge article search and provisioning Pre-defined interface to SAP Solution Manager Service Desk for exchange of incidents IT Object and IT Service Level Management New object family for IT items, optionally with integration to SAP ERP Maintain and display dependencies between IT items via object relationships Service Levels like service and response profiles, as well as metrics Service level adherence as well as other IT service-related reporting via SAP BI

13 Interaction Center (1/2) Core Enhancements / High Volume SAP sees increasing adoption of CRM Interaction Center by high volume call centers. A set of improvements optimize the current application as well as the end user processing times. One stop configuration allows to optimize TCO in multi-scenario implementations. Context Area and Multichannel Integration Configurable Context Area: Use CRM configuration tool to configure and adjust the Interaction center Context Area to your needs. Multichannel Integration: Enhanced administration options to configure polling frequency and Contact Center Software heartbeat checks Interaction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO (Business Process Outsourcing) scenarios Account Identification and Lean Interaction Record Enhancements for searching and identifying accounts Runtime optimized configuration for Interaction Record One stop configuration CRM WebClient business transactions can be used natively with IC screen layout in the IC WebClient New ITIL compliant services processes common for customer service and shared service center, including IT Service Desk - available in CRM WebClient and Interaction Center WebClient

14 Interaction Center (2/2) Shared Service Center Accounting Interaction Center SAP CRM 7.0 integrates CRM Shared Service Center functionality with the backend systems for financials. With this Accounting Interaction Center, requests from customers, vendors/ suppliers and employees can be easily tracked and resolved. Business Partner Identification Identification of customers, vendors and employees and their related partners Identification of partner by company code and by reference documents (e.g. ERP invoice) company code from ERP back end can be used Interaction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO (Business Process Outsourcing) scenarios Service and Interaction Record Service request creation / tracking user interface for non Interaction Center users (e.g. accounting or HR staff) Track company code and reference document in service request Service request search by company code in Agent Inbox Launch Transaction Content Sample content for most relevant launch transactions to access Financial Accounting processes in the ERP backend SAP 2007 / CRM70 Page 14Kick-off, Page 14, SAP internal and confidential

15 Communication-Enabled CRM Processes (1/4) (CEBP) What if while reviewing a lead, your account managers could see whether the colleague who qualified the lead is currently available for a phone call? all your customer facing personnel had access to communication features previously available only to your call center agents (screen pop, screen transfer)? it only took a mouse click to communicate with your customers and colleagues? you could ensure real time execution on steps in a business process in the same way you manage incoming phone calls? SAP 2007 / Page 15

16 Communication-Enabled CRM Processes (2/4) What are communication enabled processes in a CRM context? Connecting People, Processes, and Communications within a Customer Service Network Network of people and skills In-house Multiple locations Outsourced Home agents Customer Service Network Business Processes Channels Consistent, relevant interactions across channels Seamless integration with marketing, sales & service processes 360 view of the customer, process access and collaboration Customer Apps People, Skills, Availability,. CEBP CEBP

17 Communication-Enabled CRM Processes (3/4) SAP CRM 7.0 integrates communications with CRM processes allowing companies to leverage organizational know-how independent of location; enhance marketing, sales, and service activities; and reduce total cost of ownership. Communication enablement for all CRM business roles Communication toolbar integrates phone functionality with all CRM user interfaces and business roles and allows customer facing personnel to collaborate in a business context Enables more efficient and effective interactions with customers, partners and employees throughout the organization Empower collaboration with contextual presence Presence information available from communication systems is determined in the appropriate business context within CRM screens Business context can be used during collaboration Allows determination of available people with right skills at a glance and transfer of CRM screens during call conferencing or with call transfers Business process push Routes and pushes CRM processes to CRM users leveraging the integration to a communication management system For example, CRM Response Management System (ERMS) can utilize SAP BCM to route and push an analyzed to a CRM Interaction Center agent

18 Communication-Enabled CRM Processes (4/4) Example: Presence Information in Partner Views Caller Identification Call Status/ Timer Softphone controls Availability Indicator Softphone Link

19 Marketing (1/4) Focus on Consumer Marketing Loyalty SAP Loyalty Management applies across multiple industries where customer loyalty programs are utilized to build customer relationships and to promote specific customer behaviors. Loyalty management enables marketers to plan and execute closed loop loyalty programs, such as frequent flyer programs. These programs can promote customers participation through points/reward programs where certain amounts of points are earned for a specific customer behavior. In turn, customers can redeem these points for specified rewards. End customers have access to self-service web sites to check and manage their points/reward accounts and to redeem points for rewards, or may choose to access these actions via the company s call center.! Loyalty Management is customer centric Integration and cross-enterprise processes are becoming the key to success in CRM. With the front-office/back-office story, [especially] SAP [has] the best vision, because it is creating an ecosystem of vendors around NetWeaver.... SAP 2008 / Page 19 Forrester: SAP isn t software; it is a religion

20 Marketing (2/4) Loyalty Management a complete Solution... Loyalty Program Management enables set up and maintenance of loyalty programs. Program maintenance includes information about program-related loyalty status levels, tier groups and levels, set up and maintenance of point accounts, as well as programspecific point accrual and redemption based on flights, nights of stay etc. Loyalty Reward Rule Management includes set up and maintenance of loyalty rules and conditions finally being processed by the loyalty engine. All points accrued and redeemed by members are recorded within the member s point account. Loyalty Membership represents the participation of an individual person, or organization to a specific frequent flyer program. Membership is opened by a registration to the loyalty program, either paper-based, via web-self service, or call center. It also includes member activities such as flight or sales activities - finally being accrued or redeemed as points. The Loyalty Management Processing Engine a highly scalable Engine to process member activities and tier transition evaluation. It is an integrated part of SAP CRM and the heart of the CRM based Loyalty Management solution. Loyalty Management additional features: Collaboration Integration Analytics Beef or chicken? Why not take more? If you can get more SAP Loyalty Management is part of SAP CRM. It is fully integrated into core CRM scenarios, such as marketing campaign management, service complaints management, Web Channel and more.

21 Marketing (3/4) Loyalty Management Functional Overview Program Management Reward Rules Management Processing Engine Membership Handling Simulation Integrate / Analyze / Collaborate Loyalty API Connectivity Backend Integration IC Integration Web Channel Integration SAP 2008 / Page 21

22 Marketing (4/4) High Volume Marketing Enablement Scalability Enhancements address the needs of high-volume marketing environments where marketers deal with large number of end-consumers, segments, and campaigns to reach their target audiences with relevant marketing messages. Segmentation Improved segmentation scalability for high volumes of customer data Clear visualization of all segmentation steps Campaign Execution Lean high volume campaign execution for and file export Newsletters and special campaigns, e.g. in loyalty programs, can be addressed to millions of customers Address List Handling handling of temporary address data for e.g. high volume one shot mailings with purchased/rented addresses SAP 2007 / Page 22

23 Sales (1/4) Improving Sales Performance

24 Sales (2/4) Territory Management Capabilities: Authorizations based on territory assignment. Territory Management enables Optimal coverage of sales territories by dividing sales markets into territories Assignment of territories to CRM accounts and Opportunities and there by to the right sales professional Authorization management, there by ensuring that the user gets the right information Search based on territory for various CRM objects (accounts, products, bus. transactions etc.). Possibility to model & evaluate territory rules, using a rule engine supporting inclusions and exceptions. Supports basic territory alignment capabilities, with a possibility to configure what-if scenarios. Provides basic data validation reports, which could be used by territory administrators to maintain territory mgmt in the CRM system. Provides mass update reports, which could be used to update territory/sales employees in territory management and the associated business documents after territory re-alignments. Provides territory interface in accounts application, so as to maintain manual overrides for certain accounts.

25 Sales (3/4) Pipeline Performance Management Capabilities: Pipeline Performance Management helps sales managers and representatives to Analyze their sales pipeline Identify gaps and critical opportunities Simulate what-if scenarios Ability to set overall revenue target, revenue target by product / product category, units target by product or product category. Ability to choose the data content for pipeline analysis from total sales volume, sales volume by product / product category, units volume by product / product category. Provides weighted / un-weighted Pipeline data with dynamic filters for pipeline data exploration. Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option to save simulated opportunity value changes. View pipeline-relevant changes for a certain time horizon, showing direction of change for key fields. Quickly display the relevant information about recent activities, contacts, products, related competitors, etc. Personalize chart views by making personal default settings. Maintain individual churn rates to calculate the target line for Sales Pipeline View.

26 Sales (4/4) Order Management Highlights Customer Order Management Service Sales E-Marketing Fulfillment SAP 2007 / Page 26 Lead-to-Cash Capture, adjust, track and bill a customers request for products and services Prevent errors and inconsistencies Simplify ordering across channels Enable consistent pricing, up-/cross-selling and campaign execution. Complete Lead-to-cash process with ERP Order CRM Opportunity to ERP Quote/Order CRM Cross-/Upsell and Campaigns within ERP Quote/Order CRM Catalog Search and Browse within ERP Quote/Order Guided Sales Configuration Target Industries Industrial Machinery & Components High-Tech: Component Manufacturer Mill Products Consumer Products: Beverage

27 Web Channel (1/2) SAP 2007 / Page 27 Loyalty Management Integration Into Web Channel Increase brand loyalty and encourage specific customer behaviors. Reward specific customer behaviors with points. Points can be redeemed for specified rewards. Customers can enroll in loyalty programs and manage their accounts online View and use eligible rewards within the shopping basket. Additional Deployment Flexibility With ERP Order Integration Adds third option to existing deployment modes (SAP E- Commerce connected to SAP CRM or directly to SAP ERP). Enables customers to run e-commerce capabilities with SAP CRM but using the SAP ERP sales order. Allows to use the ERP order but benefit from the e-marketing features of CRM such as product recommendations, cross- and up-selling, and marketing campaigns. No need to replicate orders and to duplicate pricing conditions in CRM.

28 Web Channel (2/2) Single Product Catalog For Customers, Sales Reps and Call Center Agents Same view to product catalog information for employees as provided through SAP CRM Web Channel Rollout and use consistent product information in all channels and enable quick quote/order creation from online catalog Enterprise Service Oriented Architecture (ESOA) Provide well defined interfaces to flexibly enhance and adapt the solution Leverage Web services to manage the CRM product catalog Integrate product information as well as real-time price/availability into non-e-commerce context like a consumer Homepage using Web services SAP 2007 / Page 28 SAP E-Commerce for SAP ERP (delivered as part of SAP ECC 6.0 EHP4) SAP E-Commerce for SAP ERP updated to match the latest E-Commerce version for SAP CRM

29 Partner Channel Management End-to-end Channel Service Management Partners manage and track their service resources and availability Vendors execute service resource planning & service order distribution Self-service for partners to receive and confirm completion of service orders Integration with billing & warranty claims Enterprise Service Oriented Architecture (ESOA) Integrate your own Partner Registration application with SAP CRM Partner Channel Management using SOA services. SAP 2007 / Page 29

30 Industry-Specific Scenarios (1/3) Investigative Case Management (Public Sector) Incident Staff & Units Operations Suspects Locations Relations Lead Documents & Forms Case Record Objects Supporting Public Security The market for Public Security is demanding for a solution capable to handle the whole lifecycle of criminal investigation, starting from the time of first incident/lead down to case closing and maintaining a court result. Investigative Case Management offers a centralized information storage, a collaborative process management and capabilities to relate entities and thus to derive intelligence from that. High- Level Capabilities: Support of initial and further investigation processes with incidents, investigative leads and cases Investigation case processing, i.e. intelligence and information sharing, evaluation of information & source reliability, organize security force operations and support law enforcement Central storage for suspects, victims, witnesses as well as objects and locations. Support of complex relationships between master and transactional data.

31 Industry-Specific Scenarios (2/3) Trade Promotion Management Trade Promotion Management CP companies on an average spend 18% of their sales revenue on funding trade promotions. In the current economic climate understanding which promotions are effective is more important than ever before. New capabilities to improve usability: Promotion totals on overview page, key figures added to calendar, etc Improved claims management capabilities Improved funds determination Enhanced TPM Capabilities for mobile users visualization of: Trade Promotions with Product Segments, display pallets, etc Funds used to manage Trade Promotions

32 Industry-Specific Scenarios (3/3) Loyalty Management (Travel/ Transportation) Please refer to Marketing section of this presentation for more detailed information.

33 Service Oriented Architecture in CRM (1/2) Enterprise Services CRM is a prime platform for customers to drive value from SAP s Service Oriented Architecture. SAP CRM 7.0 provides a broad service enablement across Marketing, Sales and Service with productized Enterprise Services to cover Composite application scenarios (incl. Interactive Forms) Inter-company and cross-company system integration scenarios Enterprise Services are delivered through Service Bundles with a high coverage of the CRM Solution Map scenarios across Marketing, Sales, Service, and Web Channel Web Service Tool (already introduced in older releases) to enable modeling of individual services on the fly by following a user-friendly wizard

34 Service Oriented Architecture in CRM (2/2) Example: Enterprise Services for CRM Service Before Slow, error-prone processes for requesting services, communicating changes, confirming work done. Process Not having an integrated CRM system, customer has to call IT service provider to request services IT service provider creates service order manually in the CRM system Customer has to call IT service provider to request current status of service order Delayed processing of service orders, quotations and confirmations communicated via phone or After Transparent, fast, and accurate service order management processes Process Customer uses customer-specific web service to create service order in IT service provider s CRM system Incomplete product data can be verified/standardized within the CRM system Current status of service documents can be requested at any time via a web service Error-prone entry of data no automation, no self-service No visibility for customers regarding current status of processing Transparent, streamlined, integrated service processing

35 Data Quality Management Target Group Transfer Data Identify Duplicates Create Cleansing Cases Merge Automatically The Data Quality Management framework provides a set of powerful tasks designed to eliminate duplicate business partner data records ensure a consistently high standard of data quality Capabilities: Integrated duplicate check as a technically integrated solution, including duplicate identification and duplicate merge, using SAP software or a third-party add-on. External duplicate check by a service provider (agency), including export of data records, upload of results, and postprocessing of results (merge). External postal address validation (syntax validation) using an external service provider, with export of data records and upload of results. External content validation for relocation and necrology using a service provider (agency), with export of data records and upload of results. Data quality management tasks are performed for a whole validation group. A validation group is a set of business partners and is represented by a target group or a profile. Validation groups are built using the segmentation functionality available in CRM Marketing. SAP 2007 / Page 35

36 Dashboards and Interactive Reporting Business Objects has opened a new window of opportunity for improvement in the area of CRM Analytics. CRM Dashboards integrate Business Objects Xcelsius in CRM 7.0 with a visual User Interface and interactive analytics. CRM 7.0 provides a framework to create easily Business Objects Xselsius Dashboards based on pre-defined CRM-interactive reports. Capabilities: Create your own custom CRM dashboards using Business Objects Xcelsius Enterprise Wizard driven dashboard builder tool provides possibility to upload the Xcelsius Dashboards and embed it within the CRM WebClient Share Xcelsius dashboard with other CRM users