request to service (erp) -...
TRANSCRIPT
Solution Overview
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Deliver Service
Excellence
ERP Foundation Starter
Request to Service (ERP)
Executive
Summary
SAP Solutions SAP Innovations References
Contact Us
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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The services market is highly competitive, and customer expectations have
skyrocketed. To grow profitably, companies must align every aspect of their
operations to deliver consistently high-value, quality services to their clients.
Customers want their services provider to offer
competitive prices and to be “glocal” – striking
a balance between providing a local presence
and achieving global reach. In this way,
companies can pass on the cost and quality
benefits of efficient internal operations while
delivering excellent service at the customer’s
doorstep.
Externally, firms are taking advantage of labor
arbitrage to reduce costs while maintaining
standard practices and shared learning around
the globe. People are a firm’s number-one
asset. Clients demand the best people on their
projects – experts who have the specific
knowledge needed to address the issue at
hand. Clients also want to choose how to solve
their problems, who collaborates on them, and
how they are being charged for the solutions.
This trend is visible across all fields of service.
For instance, the “consumerization” of IT
results in clients demanding more standardized
services on one hand and services packaged
and delivered as solutions on the other.
Boost Service Quality and Profitability
Deliver Customer Value
Boost Service Quality
SAP Innovations
React to Changing Demands
Executive
Summary
SAP Solutions SAP Innovations References
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Deliver Service
Excellence
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Assign the right people to the right projects at the right time, and increase customer
service satisfaction and retention. Deliver services globally with a repeatable
process. In addition, gain the transparency required to understand the profitability
of services and clients.
Deliver Customer Value
To have the right people on the right projects at
the right time, firms need a holistic view of the
demand for – and the supply of – internal as
well as external resources. This information
allows them to manage and optimize the entire
talent supply chain.
To increase client satisfaction and, ultimately,
retention, it is vital that companies provide
transparency at all times about meeting
agreed-on criteria and services ordered and
invoiced. They must also support a wide range
of advanced, complex billing models.
The global delivery of services in a repeatable
fashion is another do-or-die capability in today’s
services market. Firms need a scalable,
repeatable, and highly efficient process to
deliver global services with consistent quality.
Clients want standardized services offerings
with the firm’s best people and at the best price
to address their most complicated business
challenges.
As billing service-level agreements and billing
models get more and more diversified, it is
of even higher importance to have a holistic
view on profitability. It is imperative for project
managers and delivery managers to have
visibility of the service delivery and quality of
services for any given project. Companies
must understand how the profitability of client
relationships is affected by the profitability of
current projects, contracts, and future bids.
Executive
Summary
SAP Solutions SAP Innovations References
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Deliver Service
Excellence
Deliver Customer Value
Boost Service Quality
SAP Innovations
React to Changing Demands
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To achieve profitable growth, professional services firms need to understand and
react quickly to clients’ ever-changing demands and priorities. They must respond
by providing the best service offerings using local and global resources.
React Quickly to Changing Demands
SAP software helps companies to establish
continuous product and service innovation.
It does this by enabling organizations to
leverage all information gained from the
entire extended enterprise to spot innovation
opportunities. This helps them to identify
possibilities, develop concepts into products,
optimize program and project management,
and commercialize new offerings more
effectively.
The software integrates revenue and cost
analysis with performance monitoring.
This provides clear and consistent business
intelligence for the creation of future product
and service strategies and planning processes.
Engagement and project management
functionality supports companies in selling
and delivering profitable projects and services
to customers. Besides tracking project
performance on financial aspects of cost and
revenue, progress is tracked using tasks and
status management functionality.
Resource management tools help ensure the
availability of the right internal and external
resources from local or global resource pools
to create the most customer value. In addition,
functionality for mobile scenarios minimizes
the administrative burden for practitioners and
provides timely decision support.
Executive
Summary
SAP Solutions SAP Innovations References
Contact Us
Deliver Service
Excellence
Deliver Customer Value
Boost Service Quality
SAP Innovations
React to Changing Demands
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SAP delivers a variety of new and enhanced functionality through enhancement
packages for the SAP ERP application. This evolutionary approach enables
customers to implement functionality incrementally as their business requires it,
protecting existing IT investments and reducing costs.
Technology innovations not only help
companies to improve operational efficiencies
in services but also allow consultants and
service technicians to focus more on generating
revenue and less on administrative tasks.
Database and technology solutions, including
the SAP HANA platform, help companies to
improve financial performance, control risks,
increase productivity, and drive business in real
time while managing increasing volumes of
data. As a result, they gain deeper insights
and quickly highlight opportunities and issues.
They also leverage trusted data for more
accurate planning and forecasting and benefit
from faster analysis, reporting, and disclosures.
Intuitive embedded analytics solutions help
companies to uncover trends. Leveraging the
speed of SAP HANA, SAP ERP enables them
to assess a huge amount of valuable project,
contract, and client data.
To make informed decisions, executives must
be able to access these analyses anytime and
anywhere. In this way, they can respond quickly
to client requests and drive profitable projects.
SAP Innovations
Executive
Summary
SAP Solutions SAP Innovations References
Contact Us
Deliver Service
Excellence
Deliver Customer Value
Boost Service Quality
SAP Innovations
React to Changing Demands
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Supported by integrated software for service processes, companies can manage
service operations effectively. They can also enable OEMs and third-party
providers to run services as a strategic line of business.
Optimize Service Delivery
Optimize service delivery by incorporating service processes into daily
customer interactions.
Unlock Profit Potential in Service Parts
Reduce investment in service parts while making the right parts available quickly.
Align Projects with Business Objectives
Align resources and service projects with business objectives to ensure that
results meet expectations.
Deliver Real-Time Service Excellence
Optimize Service Delivery
Deliver Service Excellence
Align with Key Objectives
Unlock Profit Potential
Executive
Summary
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Deliver Service
Excellence
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With SAP ERP, service organizations can generate
revenue with relevant cross- and up-sell offers, product
and service bundles, and renewals of profitable contracts.
Incorporating service processes into daily customer
interactions, agents can accelerate issue resolution
and engage in profitable interactions.
SAP software supports comprehensive field
service processes, from call taking through
planning, scheduling, and parts provisioning
to on-site execution and billing. This holistic
view allows companies to resolve customer
requests quickly and satisfactorily in a cost-
efficient manner.
The software also automates the capturing
and processing of returns, triggering logistical
follow-up actions, such as inspecting returned
materials and resolving issues and claims
refunds. Organizations can process requests
faster and with fewer errors, translating into
lower operational costs.
SAP software combines financial data from
various sources to enable accurate, timely
billing and revenue tracking. Executives can
also get a complete picture of service
performance and profitability. Analytics
solutions powered by in-memory computing
enable real-time reporting, providing access
to key performance indicators (KPIs) that help
executives to make informed, timely decisions.
Finally, SAP software streamlines the entire
warranty and claims process, from return
merchandise authorization to receipt and
inspection. This enables contact centers
to process a high volume of inbound and
outbound warranty claims quickly and, to
a large extent, automatically.
Optimize Service Delivery
20% Higher process accountabilities
for organizations with a
formal, regular process for
capturing and acting on
customer feedback
Source: SAP Performance
Benchmarking
Executive
Summary
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Deliver Service
Excellence
Optimize Service Delivery
Deliver Service Excellence
Align with Key Objectives
Unlock Profit Potential
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Companies must respond swiftly to customer service
requirements. SAP software helps improve real-time
visibility to unlock profit potential in service parts.
The software is based on solid and integrated
functionality for services, finance, and HR processes,
along with language and localization requirements.
SAP software supports parts inventory visibility
across the entire service parts supply chain.
As a result, users can make more-informed
distribution decisions. At the same time, they can
reduce costs and aggregate inventory data to
determine parts availability. Companies benefit
from increased service supply chain efficiency,
better aligned processes, and superior customer
service levels.
With SAP software, companies can run efficient
warehousing processes to optimize operations,
increase service levels, and control cost. The
software also helps businesses to balance
capacity, maximize throughput, and efficiently
manage high-order volumes.
Companies benefit from increased service supply
chain efficiency and greater alignment of parts
planning, warehousing, and fulfillment processes.
SAP software supports effective service parts
fulfillment. To address common challenges,
such as delayed order fulfillment and changing
customer needs, the software provides real-time
inventory visibility. As a result, companies
achieve higher fill rates, more timely deliveries,
and rapid response times. They benefit
from greater service supply chain efficiency,
processes that are aligned and efficient, and
higher profitability.
Unlock Profit Potential in Service Parts
Executive
Summary
SAP Solutions SAP Innovations References
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Deliver Service
Excellence
Optimize Service Delivery
Deliver Service Excellence
Align with Key Objectives
Unlock Profit Potential
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Project management software from SAP provides insight
into project cost, time, scope, and performance. Based on
integrated functionality for finance and human resources,
the software provides tools to manage all project phases.
As a result, organizations can minimize project delays
and prevent business interruptions.
SAP software helps companies to integrate
a variety of simultaneous activities when
implementing projects. Project management
software from SAP integrates with SAP ERP
to provide insight into a project’s cost, time,
scope, and performance.
SAP software also provides organizations with
the tools to manage human resources and
financial performance as well as each project
phase, from initiation to closure. As a result,
organizations can minimize project delays and
prevent business interruptions.
It also helps project leaders to develop project
forecasts that identify potential scheduling
bottlenecks. These forecasts also provide
details about the types and quantities of
resources required for resolution of any issues.
With SAP software, project leaders can identify
each team member’s competencies, assign
members to roles requiring specialized skills,
and outline schedules accommodating each
team member’s availability. As a result, project
leaders can reduce project costs by preventing
resource shortages and minimizing unexpected
requests and last-minute changes that require
the use of additional – and often external –
resources.
Align Projects with Business Objectives
75% Reduction in monthly billing
cycle time achieved by
services provider Mindtree
when using SAP ERP
Source: SAP Customer
Success Story
Executive
Summary
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Deliver Service
Excellence
Optimize Service Delivery
Deliver Service Excellence
Align with Key Objectives
Unlock Profit Potential
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Request to Service (ERP) Value Map
SAP solutions address key requirements for request to service.
Service Management
SAP Solutions
Service Project Management
Service Parts Management
Field Service
Management and
Execution (ERP)
Warranty and
Claim
Management
Returns
Management
(ERP)
Billing and
Payment
Management
Customer Service
Reporting and
Analysis
Service Parts
Planning and
Procurement
Service Parts
Warehousing
Service Parts
Fulfillment
Project
Management
Resource
Management
Service
Management
(ERP)
Service Project
Management
(ERP)
Service Parts
Management
(ERP)
Executive
Summary
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Deliver Service
Excellence
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Service Management (ERP)
Streamline tasks for collaborative project delivery.
With SAP software, companies can schedule and assign the most
suitable resource to address customer demands.
They can also manage customer returns and integrate financial
data for accurate billing and revenue reporting. Better insight into
service performance enables executives to enhance customer
service efficiency and profitability. Meanwhile, streamlined warranty
processes speed up claims.
Field Service Management and Execution (ERP)
Boost the efficiency of end-to-end processes for field services by optimizing workforce scheduling to meet service-level agreements and arming field engineers with mobile apps to increase productivity and data quality.
Returns Management (ERP)
Manage customer returns orders, returned materials, and logistical follow-up processes. In addition, process refunds and monitor business transactions for returns.
Billing and Payment Management
Integrate financial data to enable accurate, timely billing of services and tracking of service revenue. Generate and track bills and invoices, and gain insight into cost information to support decision making.
Customer Service Reporting and Analysis
Gain insight into service performance and profitability with KPIs that help executives make informed, timely decisions.
Warranty and Claim Management
Process claims quickly and automatically, from return merchandise authorization to receipt and inspection. By simplifying the warranty and claims process, executives can make decisions that elevate customer sentiment and lower costs.
Executive
Summary
SAP Solutions SAP Innovations References
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Deliver Service
Excellence
Service Management
SAP Solutions
Service Project Management
Service Parts Management
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Service Parts Management (ERP)
Reduce investment and improve efficiency.
Deploy a single, integrated solution to support fulfillment, planning,
procurement, and warehousing of service parts. Establish an
efficient, integrated supply chain and unlock profit potential with
real-time inventory visibility. Companies benefit from increased
supply chain efficiency and better-aligned parts planning.
They can also offer superior customer service.
Service Parts
Planning and
Procurement
Make informed distribution decisions based on visibility across the supply network.
Aggregate inventory data to determine parts availability and avoid missing out on
opportunities to reduce costs. Align processes across parts planning, warehousing,
and fulfillment, and increase supply chain efficiency while delivering superior
customer service.
Service Parts
Warehousing
With SAP software, companies can run efficient warehousing processes.
This helps them to optimize warehouse operations, increase service levels,
and control costs. Enhanced visibility and integrated functionality also help
businesses to balance capacity, maximize throughput, and efficiently manage
high order volumes.
Service Parts
Fulfillment
SAP software supports effective service parts fulfillment, complete with integrated
functionality for global parts sourcing and availability and parts price optimization.
Real-time visibility and availability of inventory helps companies achieve
higher fill rates, more on-time deliveries, and swift responses to customer demands.
Executive
Summary
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Deliver Service
Excellence
Service Management
SAP Solutions
Service Project Management
Service Parts Management
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Service Project Management (ERP)
Align projects with business objectives.
SAP software provides integrated planning functionality that enables
companies to align projects with business objectives and help
ensure that outcomes meet expectations. By identifying key
challenges and resources required before projects are launched,
planners can reduce project costs by preventing resource shortages
and disruption to operations.
Project
Management
Integrate simultaneous project activities, and monitor project cost, time, scope,
and quality performance. Based on integrated functionality for finance and human
resource processes, SAP software helps companies to manage each phase,
from initiation to closure. As a result, organizations can minimize delays and prevent
business interruptions.
Resource
Management
Develop project schedules that detail resource requirements and highlight potential
bottlenecks. Identify each team member’s competencies, assign roles requiring
specialized skills, and outline schedules accommodating each team member’s
availability. Avoid unexpected requests and last-minute changes requiring costly
external resources.
Executive
Summary
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Deliver Service
Excellence
Service Management
SAP Solutions
Service Project Management
Service Parts Management
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Service organizations can take advantage of new
functionality through enhancement packages for SAP
ERP. Companies can implement functionality to support
processes incrementally as the business requires.
This is an evolutionary approach that protects existing
IT investments and reduces costs.
SAP Innovations
Applications
SAP Innovations
Mobile
Analytics
Executive
Summary
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Deliver Service
Excellence
As part of an ongoing commitment by SAP to
deliver business innovation to customers
without disruption, SAP releases enhancement
packages for SAP ERP on a regular basis.
Enhancement packages deliver new functionality
that can be activated selectively using business
functions.
We take a cumulative approach to the
development of the enhancement packages.
This means that each new package includes
all innovations delivered with prior packages.
Innovations are introduced quickly on an
ongoing basis. Further details and updates
are available at www.sapsolutionbrowser.com
/Search.aspx and www.service.sap.com/bfp
(a customer login may be required).
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SAP Business Suite powered by SAP HANA
SAP Business Suite applications are powered by the
next-generation SAP HANA platform. This brings together
transactions and analytics into a single in-memory
computing solution. Companies can create new business
value with smarter business innovations, faster business
processes, and simpler business interactions.
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Excellence
Applications
SAP Innovations
Mobile
Analytics
Comprehensive Engineer-to-Order Support
Combine the speed of SAP HANA and
integrated processes in SAP ERP to support
complex projects. Real-time progress monitor-
ing enables faster decision making so that
managers can react in a timely manner. New
project line-item reporting with acceleration and
an improved user experience supports in-depth
project analysis.
Maximized Productivity and Profitability
Support for project analysis helps users to
make faster decisions, mitigate risks, and
deliver the best resource productivity and
project profitability. Thanks to tight integration
with SAP ERP, companies benefit from
improvements leveraged through SAP HANA
within production planning, materials
management, controlling, and financials.
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Mobile
Field sales professionals can access mission-critical
information and processes from mobile devices like
smartphones and tablets. They can access up-to-date
sales information, review customer information, take sales
orders, modify or search sales orders, and view a
complete list of all materials.
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Excellence
Applications
SAP Innovations
Mobile
Analytics
Mobile apps from SAP define a new standard
for field service excellence. The software helps
companies to boost productivity and customer
satisfaction by giving field engineers quick
access to the right resources and information –
at the point of service.
With field service mobile software from SAP,
technicians can access service-relevant
information anytime, anywhere – from the
mobile device of their choice. This makes it
easier for field engineers to perform essential
tasks on the go.
Real-time mobile access to information
increases productivity, helping companies to
resolve issues early and meet service-level
agreements. As a result, they can increase
customer satisfaction.
Real-time data collection at the customer site
enables companies to improve data quality.
In-depth insights enable businesses to lower
costs by better utilizing field service engineers.
Finally, mobile access enables increased
usage of SAP solutions. This helps companies
to increase the return on their investment in
SAP software.
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Analytics
Analysis based on Big Data helps salespeople to gain
insight into hot topics and customer concerns. Likewise,
data from sensors and equipment diagnostics provides
valuable clues about asset operating health. Best-run
organizations leverage these data sources to differentiate
services and generate new revenue.
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Excellence
Applications
SAP Innovations
Mobile
Analytics
Companies need up-to-the-minute visibility of
services KPIs across every facet of business
operations. This enables them to conduct real-
time monitoring, root cause analysis, risk
mitigation, predictive modeling, and process
optimization.
It is essential that firms equip managers to
view and analyze engagement-related account
receivables and work in progress in a single
view. This empowers managers to identify
issues before they escalate, resulting in a
highly improved cash flow.
Companies must enable staffing professionals to
track and analyze staffing-process milestones,
ensuring that resources are booked within
acceptable timelines. For excellent service
delivery, firms must have clear insight into
service-related costs and profitability, enabling
transparent reporting to clients.
In-depth analytics enable partners and service
executives to determine the profitability of
services, projects, contracts, and clients. In this
way, they can focus on the most profitable
business activities.
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Best-Run Customers
Nearly 50,000 companies worldwide rely on SAP ERP.
74% of the world’s transaction revenue touches an SAP solution.
86% of global Fortune 500 companies are SAP customers.
Mindtree
Best-Run Customers
Why SAP?
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“Our SAP software implementation brought significant business benefits, which
led to an improvement of 1% to our PAT margins.”
Ashok Soota, Chairman and Managing Director, Mindtree Ltd.
Mindtree: mPower – The engine that powers Mindtree
The company’s top objectives
Build an integrated platform that spans opportunity tracking to resource forecasting
Build an integrated project management tool for complete visibility
Install a system-driven billing process
Build an integrated system to manage travel and expenses
Enable higher efficiency of employee lifecycle processes
The resolution
Adoption of “Why not SAP” stance for any system proposed
Rapid prototyping to cut decision time
Composite applications used to plug gaps rather than customizations
Annual user satisfaction surveys
Leadership team insistence on reporting using SAP software only
The key benefits
Reduced manual billing effort in spite of 100% growth of number of projects
Real-time visibility from mPower that enabled a series of operations enhancements
Better efficiency and decision making due to ability to forecast accurately
In-house payroll processing leading to annual savings of US$130,000
95% Higher accuracy of sales forecast data
3.5% Higher resource utilization (1 year after going live)
20% Higher productivity of finance, HR, and operations FTEs
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Mindtree
Best-Run Customers
Why SAP?
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Leverage world-class software. Sharpen competitive edge, and drive growth with
enterprise resource planning software from SAP.
Why SAP?
Delivering Value for 40 Years
With more than 40 years of experience and nearly 50,000 customers, SAP ERP is a proven,
trusted solution. It supports the world’s largest organizations as well as small and midsize
companies in 25 different industries, with 37 languages and 45 localizations.
Driving Competitive Advantage Through Innovative Technology
SAP ERP provides a consolidated foundation for the latest mobile, cloud, and in-memory
computing technology. The software supports integrated, fast, and flexible processes to enable
the delivery of innovative, individualized products and services – helping companies to achieve
a competitive edge.
Streamlining Business Processes
With SAP ERP, companies can simplify their corporate structure and management of marketing
channels and business activities. They can also improve utilization of resources and assets – and
improve customer satisfaction.
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Mindtree
Best-Run Customers
Why SAP?
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Benchmark Your Performance
Position your organization for dominance in this new economy with the business performance
benchmarking program from SAP – available free to SAP customers and select prospects.
The SAP benchmarking program has helped more than 3,000 organizations assess their
strengths, uncover areas for improvement, and identify best practices and IT strategies that
generate clear, tangible value – not someday, but today.
Go Live in Weeks
Here’s the fastest way to run your business better: our rapid-deployment solutions. In one
package, you get everything you need to be up and running quickly – including preconfigured
software and implementation services – in just weeks. With a defined scope and predictable
costs, there are no surprises.
Join Your Community of Practices
Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work.
It lets members help one another solve problems, learn, and invent new ways to get things
done – faster. Find out how to connect with people, content, and resources.
Find Out More About How Your Organization Can
Become Best-Run
Visit valuemanagement.sap.com >>
Visit sap.com/solutions/rds >>
Visit scn.sap.com >>
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Solution Overview
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
SAP ERP on the Web:
www.sap.com/solutions/bp/enterprise-resource-planning/index.epx
Solution configurator for SAP Business All-in-One solutions for midsize
companies:
www.sap.com/solutions/sme/erp-business-all-in-one/rds.epx
Resources and customer stories for SAP ERP:
www.sap.com/solutions/bp/enterprise-resource-planning/resources.epx
ERP Foundation Starter
CMP 26115 (13/09)
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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