What’s New in SAP CRM 7.0?

SAP CRM 7.0Release Highlights

What‘s New in SAP CRM 7.0?Overview

UI FrameworkEnhancements

ArchitectureImprovements

ServiceExcellence

ConsumerMarketing

Improving SalesPerformance

ERP Orderembeddedin CRM

IndustryHighlights

EnterpriseServices

Suspects

Locations

Relations

Objects

Record

Documents &Forms

Incident Lead

Operations

Staff & Units Case

Lead-to-Cash

Service

Sales

E-Marketing

Fulfillment

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 & Dropin UI configuration toolin calendar (e.g. reschedule meeting)

UI Framework Enhancements

UI Framework & Architecture Highlights (1/2)

Enterprise SearchSimple Search User Interface for CRM

Cross-object searches within CRM (local search scenario)

Cross-system searches across the business suite (centralsearch scenario)

One common modern search technology for CRM and alsothe suite (TCO)

Based on NetWeaver Enterprise Search

High runtime performance resulting in fast searches

Identity ManagementIntegration of CRM with SAP NetWeaver IdentityManagement (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 startworking in CRM without any disruptions

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UI Framework & Architecture Highlights (2/2)

Design LayerReduction of the UI configuration tool field setCentral re-labelingEasy creation of value help content for customerspecific fields

Extensibility ToolProvide capability to extend CRM Business ObjectsSeamlessly integrated into the CRM FrameworkToolsAccessible via UI Configuration Tool and from theNavigation BarTransport extensions & Multi-language support

Stable CoreConsolidated stable core approachEnhancement package1 readinessClear software component definition

© SAP 2007 / Page 5

Realizing BusinessRequirements in afaster, simpler and

efficient way.

Realizing BusinessRequirements in afaster, simpler and

efficient way.

Service Management (1/5) –Highlights Overview

Customer

ServiceLogistics& Finance

Warranty& Claim

Management

Returns &Depot Repair

Field ServiceManagement

CustomerService &Support

Installations &Maintenance

ServiceContracts &Agreements

Service Sales& Marketing

Contract templatesContract renewalContract changeprocesses and masschanges

Credit card paymentPackaged service quotations

Functional location downloadBill of material replicationEnhanced authorizations

Service request andmaster requestsKnowledge articlesIT service management

Resource planning:Geo-mapsAlternative technicianinformationTechnician self-serviceUsability enhancements

Automated warrantyactivation

Link to CATS time sheetDisplaying costinformation

Service Management (2/5) –Customer-Driven Enhancements

Service enhancements & alignments:ERP integration of functional locations and billof materials

Credit card payment in CRM billing

Service transactions inherit reference objectsand categorizations to the item level

Controlling and cost information displayed intransactions

Improved serial number integrationEnhanced authorizations for Installed Base

Service Management (3/5) –Advanced Contract Management

Advanced Contract Management covers enhancedfunctionality around service contracts and thewhole life-cycle of a contract with processes ofcontract offering, contract execution and contractmaintenance.

Enhanced contract life-cycle:Package quotations incl. enhanced packagepricing and follow-ups creation

Automation of contract activation processingMaster contract templates

Consolidated change processes for all contracttypes

Marketing integration for contract renewalprocess

Interfaces for 3rd Party remote service vendors

Display related ERP documents in transactionanalyzer

Usability enhancements

Service Management (4/5) –Resource Optimization

In order to plan and steer internal and externaltechnicians, resource scheduling is an essentialpart of service processing within companies.

Offering the necessary information in a smart wayenables resource planners to plan and reactaccordingly.

Continuous and enhanced support for externalservice providers follows the market requirementsand offers more end-to-end process possibilities.

Resource Optimization:Alternative technician informationMaintenance for service providers

Technician Self Service

Planning information enhancementsStrengthen back office possibilities

Service Management (5/5) –Knowledge Articles Management

The new Knowledge Article Base containsbusiness relevant FAQs, how-to documents,special process information, solutiondescriptions, etc.

Create, link and distribute knowledge :Quickly find information via full text search

Easy integration to other CRM objects likecustomers, products, installed bases,campaigns, opportunities, service requests …Multilingual text authoring and attachmentcapabilitySpecial authorization checks to restrict accessto special user groupsActions and Workflow support

Interfaces for import and export from and toexisting knowledge bases

ITIL® – Compliant IT Service Management (1/2)Comprehensive End-to-End Solution

New comprehensive and completeITIL®-compliant end-to-end offering forIT Service Management

ITIL-compliant incident, problem, andchange managementIT Service Desk for professional 1stlevel support, optionally with integrationinto SAP Solution Manager Service DeskIT Object Management and IT ServiceLevel Management as a basis for ITsupport processes

IT Service Desk

2nd Level Support

Customer

Flexible Usage OptionsInternal scenarios – IT department delivering IT support to other departments

Shared Service Center (SSC) scenarios – SSCs offering IT- as well as furtherinternal services globally for one corporate group

External scenarios – IT service providers offering services to their customers

ITIL® – Compliant IT Service Management (2/2)Comprehensive End-to-End Solution

IT Service Desk

2nd Level Support

Customer

IT Support ManagementPre-defined process types for incident, problemand change management along the best practicesdescribed in the IT Infrastructure Library® (ITIL)

„One Component“ concept for flexible usage ofthese process types within or outside of SAP CRMInteraction Center

Integrated knowledge article search andprovisioning

Pre-defined interface to SAP Solution ManagerService Desk for exchange of incidents

IT Object and IT Service Level ManagementNew object family for IT items, optionally with integration to SAP ERPMaintain 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

Interaction Center (1/2)Core Enhancements / High Volume

Context Area and Multichannel IntegrationConfigurable Context Area: Use CRM configuration tool to configure and adjust theInteraction center Context Area to your needs.Multichannel Integration: Enhanced administration options to configure polling frequencyand Contact Center Software heartbeat checksInteraction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO(Business Process Outsourcing) scenarios

Account Identification and Lean Interaction RecordEnhancements for searching and identifying accountsRuntime optimized configuration for Interaction Record

One stop configurationCRM WebClient business transactions can be used natively with IC screen layout in theIC WebClientNew ITIL compliant services processes common for customer service and shared servicecenter, including IT Service Desk - available in CRM WebClient and Interaction CenterWebClient

SAP sees increasing adoption of CRM InteractionCenter by high volume call centers. A set ofimprovements optimize the current applicationas well as the end user processing times. Onestop configuration allows to optimize TCO inmulti-scenario implementations.

© SAP 2007 / Page 14© SAP 2007 / CRM70 Kick-off, Page 14, SAP internal and confidential

Interaction Center (2/2)Shared Service Center – Accounting Interaction Center

Business Partner IdentificationIdentification of customers, vendors and employees and their relatedpartnersIdentification of partner by company code and by reference documents(e.g. ERP invoice) – company code from ERP back end can be usedInteraction Center Client Switch in case of Multiple CRM and Backendclients e.g. for BPO (Business Process Outsourcing) scenarios

Service and Interaction RecordService request creation / tracking user interface for non InteractionCenter users (e.g. accounting or HR staff)Track company code and reference document in service requestService request search by company code in Agent Inbox

Launch Transaction ContentSample content for most relevant launch transactions to accessFinancial Accounting processes in the ERP backend

SAP CRM 7.0 integrates CRM Shared Service Centerfunctionality with the backend systems for financials.With this Accounting Interaction Center, requests fromcustomers, vendors/ suppliers and employees can beeasily tracked and resolved.

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Communication-Enabled CRM Processes (1/4)(CEBP) What if…

… while reviewing a lead, your account managers could seewhether the colleague who qualified the lead is currentlyavailable for a phone call?

…all your customer facing personnel had access tocommunication features previously available only to your callcenter agents (screen pop, screen transfer)?

…it only took a mouse click to communicate with yourcustomers and colleagues?

… you could ensure real time execution on steps in a businessprocess in the same way you manage incoming phone calls?

Customer Service Network

People, Skills, Availability, ….

CEBP

Communication-Enabled CRM Processes (2/4)What are communication enabled processes in a CRM context?

CEBP

Apps

CEBP

Business Processes

Channels

Customer

Network of people and skillsIn-houseMultiple locationsOutsourcedHome agents

Consistent, relevantinteractions acrosschannels

Seamless integration withmarketing, sales & serviceprocesses

360° view of the customer,process access andcollaboration

Connecting People, Processes, and Communications within aCustomer Service Network

Communication-Enabled CRM Processes (3/4)

SAP CRM 7.0 integrates communications withCRM processes allowing companies to leverageorganizational know-how independent oflocation; enhance marketing, sales, and serviceactivities; and reduce total cost of ownership.

Communication enablement for all CRM business rolesCommunication toolbar integrates phone functionality with all CRM user interfaces andbusiness roles and allows customer facing personnel to collaborate in a business contextEnables more efficient and effective interactions with customers, partners and employeesthroughout the organization

Empower collaboration with contextual presencePresence information available from communication systems is determined in theappropriate business context within CRM screensBusiness context can be used during collaborationAllows determination of available people with right skills at a glance and transfer of CRMscreens during call conferencing or with call transfers

Business process pushRoutes and pushes CRM processes to CRM users leveraging the integration to acommunication management systemFor example, CRM E-Mail Response Management System (ERMS) can utilize SAP BCM toroute and push an analyzed email to a CRM Interaction Center agent

Communication-Enabled CRM Processes (4/4) –Example: Presence Information in Partner Views

CallerIdentification

Call Status/Timer

Softphonecontrols

AvailabilityIndicator

SoftphoneLink

Marketing (1/4) –Focus on Consumer Marketing

Loyalty Management @ SAPLoyalty Management applies across multiple industries wherecustomer loyalty programs are utilized to build customerrelationships and to promote specific customer behaviors.

Loyalty management enables marketers to plan and executeclosed loop loyalty programs, such as frequent flyer programs.

These programs can promote customers participation throughpoints/reward programs where certain amounts of points areearned for a specific customer behavior. In turn, customers canredeem these points for specified rewards.

End customers have access to self-service web sites to checkand manage their points/reward accounts and to redeempoints for rewards, or may choose to access these actions viathe company’s call center.

Loyalty Management is customer centric

Integration and cross-enterprise processes are becoming the key to success inCRM. With the front-office/back-office story, [especially] SAP [has] the best vision,because it is creating an ecosystem of vendors around NetWeaver . . . .

Forrester: SAP isn’t software; it is a religion© SAP 2008 / Page 19

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Marketing (2/4) –Loyalty Management – a complete Solution ...

Beef or chicken ?Why not take more ?If you can get more …

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 program-specific point accrual and redemption based on flights, nights of stay etc.

Loyalty Reward Rule Management includes set up and maintenance of loyalty rules andconditions – finally being processed by the loyalty engine. All points accrued andredeemed by members are recorded within the member‘s point account.

Loyalty Membership represents the participation of an individual person, ororganization to a specific frequent flyer program. Membership is opened by aregistration to the loyalty program, either paper-based, via web-self service, or callcenter. It also includes member activities such as flight or sales activities - finally beingaccrued or redeemed as points.

The Loyalty Management Processing Engine a highly scalable Engine to processmember activities and tier transition evaluation. It is an integrated part of SAP CRM andthe “heart” of the CRM based Loyalty Management solution.

Loyalty Management additional features:CollaborationIntegrationAnalytics

SAP Loyalty Management is part of SAP CRM. It is fully integratedinto core CRM scenarios, such as marketing campaign management,service complaints management, Web Channel and more.

Marketing (3/4) –Loyalty Management – Functional Overview

Loyalty APIConnectivity

BackendIntegration

ICIntegration

Web ChannelIntegration

Simulation

Integrate / Analyze / Collaborate

ProgramManagement

Reward RulesManagement

MembershipHandling

ProcessingEngine

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Marketing (4/4) –High Volume Marketing Enablement

Scalability Enhancements address the needsof high-volume marketing environmentswhere marketers deal with large number ofend-consumers, segments, and campaignsto reach their target audiences with relevantmarketing messages.

SegmentationImproved segmentation scalability for highvolumes of customer dataClear visualization of all segmentation steps

Campaign ExecutionLean high volume campaign execution for e-mailand file exportNewsletters and special campaigns, e.g. in loyaltyprograms, can be addressed to millions ofcustomers

Address List Handlinghandling of temporary address data for e.g. highvolume one shot mailings with purchased/rentedaddresses

Sales (1/4) –Improving Sales Performance

Sales (2/4) –Territory Management

Territory Management enablesOptimal coverage of sales territories by dividingsales markets into territories

Assignment of territories to CRM accounts andOpportunities and there by to the right salesprofessional

Authorization management, there by ensuring thatthe user gets the right information

Capabilities:Authorizations based on territory assignment.

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 maintainterritory mgmt in the CRM system.

Provides mass update reports, which could be used to update territory/sales employees interritory management and the associated business documents after territory re-alignments.

Provides territory interface in accounts application, so as to maintain manual overrides for certainaccounts.

Sales (3/4) –Pipeline Performance Management

Pipeline Performance Management helpssales managers and representatives to

Analyze their sales pipeline

Identify gaps and critical opportunities

Simulate what-if scenariosCapabilities:

Ability to set overall revenue target, revenue target by product / product category, units target byproduct or product category .

Ability to choose the data content for pipeline analysis from total sales volume, sales volume byproduct / 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 tosave simulated opportunity value changes.

View pipeline-relevant changes for a certain time horizon, showing direction of change for keyfields.

Quickly display the relevant information about recent activities, contacts, products, relatedcompetitors, etc.

Personalize chart views by making personal default settings.

Maintain individual churn rates to calculate the target line for Sales Pipeline View.

Sales (4/4) –Order Management Highlights

Customer Order ManagementCapture, adjust, track and bill a customers request forproducts and services

Prevent errors and inconsistencies

Simplify ordering across channels

Enable consistent pricing, up-/cross-selling and campaignexecution.

Complete Lead-to-cash process with ERPOrder

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 IndustriesIndustrial Machinery & Components

High-Tech: Component Manufacturer

Mill Products

Consumer Products: Beverage

Lead-to-Cash

Service

Sales

E-Marketing

Fulfillment

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Web Channel (1/2)

Loyalty Management Integration Into WebChannel

Increase brand loyalty and encourage specific customerbehaviors.

Reward specific customer behaviors with points. Points can beredeemed for specified rewards.

Customers can enroll in loyalty programs and manage theiraccounts online

View and use eligible rewards within the shopping basket.

Additional Deployment Flexibility With ERPOrder 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 SAPCRM but using the SAP ERP sales order.

Allows to use the ERP order but benefit from the e-marketingfeatures of CRM such as product recommendations, cross- andup-selling, and marketing campaigns.

No need to replicate orders and to duplicate pricing conditionsin CRM.

© SAP 2007 / Page 27

Web Channel (2/2)

Single Product Catalog For Customers, SalesReps and Call Center Agents

Same view to product catalog information for employees asprovided through SAP CRM Web Channel

Rollout and use consistent product information in allchannels and enable quick quote/order creation from onlinecatalog

Enterprise Service Oriented Architecture(ESOA)

Provide well defined interfaces to flexibly enhance and adaptthe solution

Leverage Web services to manage the CRM product catalog

Integrate product information as well as real-timeprice/availability into non-E-Commerce context like aconsumer Homepage using Web services

SAP E-Commerce for SAP ERP (delivered aspart of SAP ECC 6.0 EHP4)

SAP E-Commerce for SAP ERP updated to match the latestE-Commerce version for SAP CRM

© SAP 2007 / Page 28

Partner Channel Management

End-to-end Channel Service Management

Partners manage and track their serviceresources and availability

Vendors execute service resource planning &service order distribution

Self-service for partners to receive and confirmcompletion of service orders

Integration with billing & warranty claims

Enterprise Service Oriented Architecture(ESOA)

Integrate your own Partner Registrationapplication with SAP CRM Partner ChannelManagement using SOA services.

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Industry-Specific Scenarios (1/3) –Investigative Case Management (Public Sector)

Supporting Public Security

The market for Public Security is demanding for asolution capable to handle the whole lifecycle ofcriminal investigation, starting from the time of firstincident/lead down to case closing and maintaining acourt result.

Investigative Case Management offers a centralizedinformation storage, a collaborative processmanagement and capabilities to relate entities and thusto derive intelligence from that.

High- Level Capabilities:Support of initial and further investigation processeswith incidents, investigative leads and casesInvestigation case processing, i.e. intelligence andinformation sharing, evaluation of information & sourcereliability, organize security force operations andsupport law enforcementCentral storage for suspects, victims, witnesses as wellas objects and locations. Support of complexrelationships between master and transactional data.

Suspects

Locations

Relations

Objects

Record

Documents &Forms

IncidentLead

Operations

Staff & Units Case

Trade Promotion Management

CP companies on an average spend 18% oftheir sales revenue on funding tradepromotions. In the current economic climateunderstanding which promotions areeffective is more important than ever before.

New capabilities to improve usability:Promotion totals on overview page, keyfigures added to calendar, etcImproved claims management capabilitiesImproved funds determination

Enhanced TPM Capabilities for mobile usersvisualization of:

Trade Promotions with Product Segments,display pallets, etcFunds used to manage Trade Promotions

Industry-Specific Scenarios (2/3) –Trade Promotion Management

Please refer to Marketing section of thispresentation for more detailed information.

Industry-Specific Scenarios (3/3) –Loyalty Management (Travel/ Transportation)

Service Oriented Architecture in CRM (1/2) –Enterprise Services

CRM is a prime platform for customers todrive value from SAP’s Service OrientedArchitecture.

SAP CRM 7.0 provides a broad serviceenablement across Marketing, Sales andService – with productized EnterpriseServices to cover

• Composite application scenarios (incl.Interactive Forms)

• Inter-company and cross-companysystem integration scenarios

Enterprise Services are delivered throughService Bundles – with a high coverage ofthe CRM Solution Map scenarios acrossMarketing, Sales, Service, and Web Channel

Web Service Tool (already introduced inolder releases) to enable modeling ofindividual services on the fly by following auser-friendly wizard

Service Oriented Architecture in CRM (2/2) –Example: Enterprise Services for CRM Service

Before – Slow, error-prone processes forrequesting services, communicating

changes, confirming work done.

After – Transparent, fast, and accurateservice order management processes

Transparent, streamlined, integratedservice processing

Delayed processing of serviceorders, quotations andconfirmations communicatedvia phone or E-Mail

Error-prone entry of data – noautomation, no self-service

No visibility for customers regardingcurrent status of processing

ProcessNot having an integrated CRM system,customer has to call IT service provider torequest servicesIT service provider creates service ordermanually in the CRM systemCustomer has to call IT service provider torequest current status of service order…

ProcessCustomer uses customer-specific webservice to create service order in IT serviceprovider’s CRM systemIncomplete product data can beverified/standardized within the CRM systemCurrent status of service documents can berequested at any time via a web service…

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Data Quality Management

Capabilities:Integrated duplicate check as a technically integratedsolution, including duplicate identification and duplicatemerge, 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 post-processing of results (merge).External postal address validation (syntax validation) using anexternal service provider, with export of data records andupload of results.External content validation for relocation and necrology usinga service provider (agency), with export of data records andupload of results.

Data quality management tasks are performed for a whole validationgroup. A validation group is a set of business partners and isrepresented by a target group or a profile. Validation groups are builtusing the segmentation functionality available in CRM Marketing.

TargetGroup

TransferData

IdentifyDuplicatesCreate CleansingCases

MergeAutomatically

The Data Quality Management framework provides aset of powerful tasks designed to

eliminate duplicate business partner data recordsensure a consistently high standard of data quality

Dashboards and Interactive Reporting

Business Objects has opened a new window ofopportunity for improvement in the area of CRMAnalytics. CRM Dashboards integrate BusinessObjects Xcelsius ® in CRM 7.0 with a visualUser Interface and interactive analytics.

CRM 7.0 provides a framework to create easilyBusiness Objects Xselsius ® Dashboardsbased on pre-defined CRM-interactive reports.

Capabilities:

Create your own custom CRMdashboards using Business ObjectsXcelsius Enterprise ®Wizard driven dashboard builder toolprovides possibility to upload theXcelsius ® Dashboards and embed itwithin the CRM WebClientShare Xcelsius ® dashboard with otherCRM users