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Service Capabilities in SAP CRM
SAP EhP2 for SAP CRM 7.0Overview Presentation
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2011 SAP AG. All rights reserved. 2
Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer SuccessWhy SAP?
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Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer SuccessWhy SAP?
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Customer
Todays customers are empowered like never before
Plenty ofchoices
Democratizationof information
Pricetransparency
Socialnetworking and
communities
Shift in negotiation power from Vendors to Customers
Evolution from Relationship Management to Total Experience Management
New communications and interaction channels to manage on top of traditional ones
Greater needs for adaptability and responsiveness
Implications
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Executives are faced with highly volatile economic
conditions and have to act quickly
VP of Sales
Immediately:
Capture maximum revenuefrom current opportunitiesand reduce cost of sales
Long term Objective:
Grow revenue and
market share
VP of Marketing
Immediately:Rapidly develop compellingoffers/pricing and launch to
market
Long term Objective:
Increase market share andmindshare
VP of Service
Immediately:Reduce cost of service,
revenue leakage and retainhigh value customers
Long term Objective:
Transform from a cost to aprofit center
CEOs Mandate Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long-run
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Managing service cost and customer experience matter
more than ever before
Improve customer retention
Increase first contact resolution rate
Maximize field technician utilization
Minimize product returns
Drive revenue contribution
Reducing service cost andretaining profitable customers
are essential to thrive in an uncertain economic environment
Customer service and support is identified
as #1 focusfor CRM over the next 3 years
Improving c ustom er relat ionships: An integrated
approach.
- The Economist Intel l igence Un it , 2007
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Customer service trends and challenges
Top 3 reasons for switching vendors
Customer service representatives
lack of knowledge
Get a lower price elsewhere
Overall poor quality of the
customer experience
45%
53%
68%
Source: High Performance in the Age of Customer Centricity, Accenture 2008
Global Customer Satisfaction Report, November 2008
Stinting on customer
service is a common andsometimes costly
response to tougheconomic times. By
managing the customerexperience more
rigorously, companies canmaintain quality while still
saving money.
Maintaining the CustomerExperience , McKinsey Quarterly,
December 2008
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What does this mean for your business?
Top executive issues
How do I maintain high customer satisfaction andretention?
How do I ensure customer problems are solved at the
first contact?
How do I maximize field technician utilization?
How do I minimize product returns to drive efficiencyand lower cost?
How can I drive revenue contribution from service?
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Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer SuccessWhy SAP?
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SERVICEMARKETING
SALES
Mobile
Powered by
SAP NetWeaver
End-to-end,Industry-specific
Processes
ANALYTICS
Web
Channel
InteractionCenter
PartnerChannel
Mgmt
CUSTOMER
Easy to use
Solves realproblems
Makes thecomplex simple
SAP CRMSimple and Powerful
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Service Capabilities in SAP CRM
SAP CRM Service reduces cost of service while increasing customersatisfaction
It does this by providing a solution and platform that enable managementand execution of the end-to-end service process.
CustomersFind information and
communicate withsupport agents
Field TechniciansEquip to finish the job inone visit, achieving SLAand satisfying customers
Support RepEverything needed toserve customers on a
single screen
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Service Solution Overview
Customer
Parts
Logistics
& Finance
Warranty
& Claim
Management
Service
Contracts
Returns &
Depot Repair
Customer
Service &
Support
Installed
Base
Management
Sales &
Marketing for
Service
FieldService
Management
SAP delivers a solution for best-runservice
Sales & Marketing for Service
Service Contracts
Installed Base Management
Customer Service & Support Field Service Management
Returns & Depot Repair
Warranty & Claim Management
Parts Logistics & Finance
This is complemented by
Capabilities for collaboration, analytics, andprocess optimization
Enablement of all communication channels
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Sales & Marketing for ServiceMaximize service revenue
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Generate &
qualify leads
Develop service opportunities
Plan & execute
install base
campaigns
Generate & process
quotations
Define customer
segmentsCreate
service catalog
Business Process
Campaign to Order
Capabilities
Service marketing &campaigns
Lead and opportunity
management Quotation management
Solution business
Cross- and Up-Selling
Benefits Grow service revenue by
marketing and selling serviceeffectively
Create differentiation throughsolution-based selling
Increase pipeline visibility byproactive service contractrenewals
Drive effective cross-sell andup-sell
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Service ContractsSustain long term profitability
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
MonitorSLAs
Setup contracts
Call for services
Negotiate terms
& conditions
Invoice customers
Manage service
contracts
Initiation to Renewal
Capabilities
Service agreement
Contract management
Contract renewal
Service level management
Service plans
Usage-based contracts
Benefits Offer customized service
packages
Achieve consistent SLAcompliance
Eliminate service leakagethrough entitlement checking
Drive recurring revenuestreams
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Installed Base ManagementKnow your customer setup
Sell products
Deliver products
Install
products
Perform maintenance
Monitor
installed
bases
Scrap or
replace products
Manage Installed Base
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business ProcessCapabilities
Installed base lifecyclemanagement
Multi-level structuring,
individual attributes Logistics integration
Counter readings
Planned maintenance
Historical information
Benefits Have up-to-date information
of customer landscape
Increase uptime by deliveringproactive service
Reduce broken calls throughaccurate BOM information
Gain insight into up-sellopportunities
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Customer Service & SupportReduce cost of service while enhancing customer satisfaction
Receive service requestsor complaints
Assign &
escalate
Analyze &
resolve problem
Share
knowledge
Follow-up &
complete request
Request to Resolution
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
Benefits Reduce cost of service and
deliver differentiated service
Increase first contactresolution rate
Increase customer loyalty andretain profitable customers
Superior service throughmultiple interaction channels
Capabilities
Multi-channel support:Interaction center, E-Service,Partner Channel Service
Service request & complaintmanagement
Dispatching and monitoring
Knowledge management
Case management
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Field Service ManagementMaximize field service efficiency
Invoice
customers
Execute
service order
onsite
Assign &
schedule
technicians
Confirm
service order
Plan service execution
Field Service
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
Benefits Increase field technician
utilization
Make more calls by improvingdispatch productivity
Reduce cost of service withoptimal assignments
Minimize day salesoutstanding
Capabilities
Service order management
Plan tasks, parts and tools
Availabilities and
qualifications
Scheduling solutions
Mobile Field Service App
Flexible billing options
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Returns & Depot RepairReduce future returns and increase efficiency of return process
Plan repair
Receive request
for returnsProcess
returns
Perform
technical
check
Perform repair
Return products
to customers
Invoice
customers
Depot Repair
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
Benefits Improve product quality
though proper returnsdiagnosis
Enhance visibility of repairpipeline
Reduce costs by detectingunnecessary returns
Increase efficiency of returnprocess
Capabilities
Repair order management
Returns handling & tracking
Advanced Returns
Management
Cost estimate and repairquotation
Loaner management
Quality notifications
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Warranty & Claim ManagementIncrease efficiency of warranty & claim process
Receive warranty
claim
Reimburse
customer
Receive vendor
reimbursement
Post
credit
Validate
warranty
claim
Submit claim to vendors
Claim-to-Reimbursement
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
Benefits Increase efficiency of claim
management & processing
Maximize supplier recoverythough tiered claims
Capture customer informationthrough warranty registration
Reduce payout of fraudulentclaims
Capabilities
Customer & vendor warranty
Product & warrantyregistration
Recall handling
Warranty claim processing
Reciprocal claims againstsuppliers
Credit and debit posting
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Parts Logistics & FinanceSimplify end-to-end service management
Create Parts
order
Pick, pack,and ship
Bill for orders
and determine
service costs
Check available-
to-promise and
procure parts
Process returns
Parts order to
replenishment
Replenish
stock
Customer
Parts
Logistics& Finance
Warranty
& Claim
Mgmt.
Service
Contracts
Returns &
Depot
Repair
Customer
Service &
Support
Installed
Base
Mgmt.
Sales &
Marketingfor Service
Field
Service
Mgmt.
Business Process
Benefits Increase flexibility and
efficiency with partprocurement
Gain visibility of part availabilityand minimize sourcing delays
Gain insight with accuratecost information
Minimize delay in invoicingcustomers
Capabilities
Purchasing
Van stock management
Service parts planning and
management
Accounting & cost allocation
Billing/invoicing
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AnalyzeGain insight and optimize
Customer
Parts
Logistics
& Finance
Warranty
& Claim
Management
Service
Contracts
Returns &
Depot Repair
Customer
Service &
Support
Installed
Base
Management
Sales &
Marketing for
Service
Field
Service
Management
Benefits Easy access and simple to use
Gain instant insight into yourservice business performance
Plan with more accurateforecasting of future demand
Fine tune your operations forgrowth
Capabilities
Planning & forecasting
OLTP reporting
OLAP analytics
Templates for building newreports
SAP BusinessObjectssolutions
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Collaboration and Channel IntegrationCollaborate without Boundaries
Customer
Parts
Logistics
& Finance
Warranty
& Claim
Management
Service
Contracts
Returns &
Depot Repair
Customer
Service &
Support
Installed
Base
Management
Sales &
Marketing for
Service
Field
ServiceManagement
Benefits Have flexibility to meet
customer expectations
Easy to integrate & share data
Seamless collaboration withcustomers, partners andbetween employees
Simplify communication
Capabilities
Interaction Center
Business Communication Management
Web Channel E-Service
Partner Channel Service Management
SOA enabled
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Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer Success
Why SAP?
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SAP CRM 7.0 EHP2Service CapabilitiesWhats New in Service
Customer
Parts
Logistics
& Finance
Warranty
& Claim
Management
Service
Contracts
Returns &
Depot Repair
Customer
Service &
Support
Installed
Base
Management
Sales &
Marketing for
Service
FieldService
Management
Interaction Center:
Leasing: Account identification Utilities: Account identification Utilities: enhanced product
proposal
Utilities: integration of ERP Service
Performance improvementsBusiness Partner search
Performance improvement inpricing using group conditions
User-productivity in business
transaction item processing
Performance improvements Ibase display Leasing: Enablement of counters, service
plan and service order for Full Service
Leasing
Field Service Mobile (V1.0)
Advanced ReturnsManagement
integration
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Advanced Returns Management integration into SAP CRMProcess sequence
1. Initial creation of customer complaint in SAP CRM Object Complaint as main-item
Optional: maintenance of returns specific data
With / without reference to ERP data
2. Creation of return request
Return request as sub-item Mandatory: maintenance of returns specific data
3. Returns processing in SAP ERP Automatic and/or manual creation of subsequent documents per process step
4. Monitoring returns progress throughout the process in SAP CRM
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Advanced Returns ManagementIntegrated in CRM Complaint
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Advanced Returns ManagementFol low-up proc esses in ERP
The following documents can be createdmanually or automatically in AdvancedReturns Management: Returns Order & Returns Delivery
Goods Receipt
Warehouse Inspection & Logistical Follow-Up
documents (Goods Movement to Specified Stock /Scrap / Free Available Stock)
Credit Memo Request & Credit Memo
Outbound Delivery
Returns Purchase Order (to Vendor)
Invoice Verification (based on vendors materialinspection)
Returns Purchase Order for Direct Shipment
Returns Stock Transport Order
Subsequent Delivery Free of Charge (SDF)
Outbound Delivery for SDF & Goods Issue for SDF
Internal / External Repair Order
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Business Master Data Technical Master Data
Utilities Account IdentificationIdent i fy ing Bu siness and Technical Master Data
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The enhanced identification page can alsobe the entry page for all processes andoverviews, e.g. display contract, productchanges etc.
Utilities Account IdentificationAccess to all Processes and Overviews
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UtilitiesIntegration of ERP Service Notif ication
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UtilitiesIntegration o f ERP Service Order
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UtilitiesEnhanced Product Proposal
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UtilitiesEnhanced Product Prop osal - Packages
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LeasingAccoun t ident i f icat ion
=> If more than one object was found, thesystem displays a list of objects. If only oneobject was found, the system navigates to theobject details directly. If no object was found,the system displays an info message.
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LeasingEnablement o f coun ters, serv ice plan and serv ice order for Ful l Serv ice Leasing
Service Orderhas beencreated and is
interlinkedwiththe ServicePlan
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Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer Success
Why SAP?
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Benefits Benefits of Service Capabilities in SAP CRM
Key benefits Proof points
Reduce cost by performingservice entitlement check Adobe
Adobeincreased their customer support productivity andreduced their cost by $1.6 million annually just byperforming entitlement verification as part of the supportprocess.
Reduce billing errors andduration while increase fieldtechnician efficiency
Francotyp-Postalia
Francotyp-Postaliaachieved full visibility of service-related orders and reduced associated errors and durationof billing cycle. They also improved scheduling andefficiency of field service technicians.
Increased service revenueand reduced DSO
Waters
Watersincreased $2 million service plan sales throughproactive contract renewal using SAP CRM. They alsoreduced their invoicing period, the period between the
completion of the service order and the invoice beingissued, from 14 days to 1.
Improved customerexperience throughproactive service
NetAppNetAppwith 2800 users and high transaction volumesgenerates the majority of service orders as touch freethrough device diagnostics
SAP 2010 / SAP CRM Service Overview, Page 37
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Agenda
Business Environment
SAP Solution for Service
Highlights in SAP Enhancement Package 2 for SAP CRM 7.0
Customer Success
Why SAP?
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Why SAP?
Integrated end-to-end service capability,with front-end visibility into back-endoperations
Complete, consistent service operationsacross all contact channelsinteraction
center, e-mail, Web, field service, andchannel service
Pre-built integration with SAP BCM, SAPCTI and IP-based communicationinfrastructure solution
Leverage sales and marketing capabilitieswithin SAP CRM for effective sellingservices and related products
Built-in analytics and SAP BusinessObjects platform for deep business insights
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SAP Business SuiteOptimize and execute business and IT strategies in a world of accelerating change
InsightImprove visibility, empower
better decision making
FlexibilityExpand and innovate
without disruption
Improve efficiency in yourbusiness, run industry specific
mission-critical processes
Gain freedom, expand ondemand, select innovation on
one open platform
Execute best-practices andrealize end-to-end visibility
across your global enterprise
EfficiencyImprove your mission critical
business processes
SAP Business Suite
SAP NetWeaverIntegration
SAP NetWeaverComposition
Enhancement
packages
SAPSRM
SAPCRM
SAPSCM
SAPPLM
SAPERP
Enhancement
packages
Industry
Applications
Complementary
Applications
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