CRM For Internal Services Copyright 2011, Saudi Aramco. All rights reserved.

Transcription

1 CRM For Internal Services Copyright 2011, Saudi Aramco. All rights reserved. Akram Rabah May, 2011

2 Agenda Starting Point Services Solution Objectives External Services Internal Services Internal Services Profile Challenges

3 Starting Point Service Provider Platforms S R S Oracle/asp.net Websites Customer Portal R/3 SAP ERP Management Helpdesk Developer Remedy

4 Services Solution Objective Service Provider Service Administration Managing customer interaction Shorten service life-cycle Automating service provisioning One-stop shop Self-service Consistent experience Service visibility Timely delivery Feedback Customer Management Performance Mgmt. Resources utilization Analytics & Reporting Managing outsourced services Streamline deployment lifecycle Standardize Tools & Tech. Faster service deployment Developer

5 External Services Management Service Service

6 Internal Services Defined Service Providers IT Multiservice Providers Job Log Medical Management Service Best Practices Lessons Material Learned Human Resources Service Security Management-of-Change

7 Internal Services Profile 1. Defined Service Providers IT Services: Telephone, Networks, Workstations, Applications, etc. Community & Office Services Homes & Building Services 2. Multi Service Providers (Collaboration) Plants: Management of Change (MOC), Engineering Recommendation, Plant Integrity Assessment, Environmental Findings, Lessons Learned, Operators Periodic Tasks, etc. General Employee Suggestion, Employee Recognition, Management Action Items, Contract Request Process, Engineering Service Request, etc.

8 Challenges 1. Vendors and Customers 2. Eligibility & Authorization 3. Approvals & Workflow 4. Large Number of Services 5. Service Definition

9 Challenges Vendors & Customers 1. One Integrated Dashboard My: Requests; Tasks; Searches, Favorite Services, Recent Items, Outlook Mail General: 2. Services Catalog In-Box, Web Links, R/3 Transactions, BI based Reports Listing Multiple Headers; Search, Eligible Services, Show All Service: Request Eligibility, Categories, Details, Approval, Conditions, Notes, Contacts, Add to Favorite Services from Multi Platforms: One-Stop-Shop CRM, SAP R/3 Transaction, Web Based URL

10 Challenges Eligibility & Authorization 1. Eligibility What Services Can I initiate Personal Attributes Living Location, Nationality, Grade Code Business Attributes Org. Assignment, Chief Position, Work Area, Position Role, CRM Business Role Exception By User ID 2. Authorization What Services Specific Changes Can I do Partner Function Views Initiator, Requester, Dispatcher, Processor, QA/Closure, Reviewer SAP Authorization Roles Assigned to Users

11 Challenges Approvals & Workflow 1. Strategy Submit Receive/Approve Implement (Manage) 2. Stages Initiation, Accept/Approve, Assign, Implement, QA/Closure 3. Options: Initiation Submit Re-Submit Accept/Approve Assign Implement Accept Reject Approve Assign Send back In-Process On-Hold Complete QA/Closure Close Re-Open

12 Challenges Large Number Of Services 1. Standard Transaction Header: Title, Requester Info, Service Organization Info; General Attributes Details : Service Specific Fields (Product Specific Attributes) Data Blocks : Notes, Attachments, Plants & Equipments, SAP Transactions, 1. Standard Sub Tasks Approvals Review Action Related CRM Transactions, Estimates & Actual Other CRM Services

13 Service Definition Transaction Type: Sales, Service, Activity, Task Profiles: Text, Partners, Statuses, Priorities, Org., etc Follow-Up Services 9102 Simple Service 9103 TC&M 1. Material 2. Service 3. Financing 4. Warranty 5. Financial Services Product Model 1. Product Components a. Fields b. Master data c. Dependencies 2. Classes a. Shared 3. UI Models a. Display View Categorization Schema 1. Application Area 2. Categorize 3. Product 4. Activity Templates 5. Flexible Procedure 6. Responsible Employee Det. 7. Eligibility Rules 8. Eligibility Fields (Views) Workflow (Flexible Proc.) 1. Stages Approvals Processing Catalog 1. Product Hierarchy 2. Service Information

14 Thank You