solution details sap customer relationship management rapid-deployment solution for service...
TRANSCRIPT
Solution Details
SAP Customer Relationship Management rapid-deployment solution for service management V1.702
© 2012 SAP AG. All rights reserved. 2
Contents
Introduction to SAP Rapid Deployment Solutions
Overview of the Solution
Solution in Detail Service Order Management Complaints and Returns Management
Service Delivery
Technical Details
Introduction to SAP Rapid Deployment Solutions
© 2012 SAP AG. All rights reserved. 4
Today’s reality…
“
“
Statistics state that up to 70% of IT projects run late, over-budget, or do not meet planned goals…Consequently, implementation risk is a critical factor…From “Introducing Packaged Solutions” by Michael Krigsman
Now when companies think about implementing an application, they really want to implement an integrated solution. Henry D. Morris, Senior Vice President of Worldwide Software and Services, IDC
Customers today want choices in how they scope, configure, and deploy business software. Peter M. Russo, Managing Director of Pierre Audoin Consultants
© 2012 SAP AG. All rights reserved. 5
You want to…
… ensure the most predictable and fastest time to business value
… deliver the integration the business demands to start and grow without compromises
… choose from a modular ready to use portfolio of solution, deployment and pricing options
© 2012 SAP AG. All rights reserved. 6
SAP and a global partner ecosystem offer Rapid Deployment Solutions to meet specific business needs…
Software
Quickly address the most urgent business processes
Content
SAP best practices, templates and tools make solution adoption easier
Enablement
Guides and educational material speed end user adoption
Service
Fixed scope and price provides maximum predictability and lowers risk
SAP Rapid Deployment Solutions
Service
Software
Enablement
Content
RAPID DEPLOYMENT
SOLUTIONS
© 2012 SAP AG. All rights reserved. 7
… which allow predictability, out-of-the-box integration and adoption choices as business demands
Predictability Fast value in days/weeks Fixed cost and fixed best practice scope
Integration Integrated start and growth options Immediate and future IT and business processes
landscape integrity
Choice Modular packages to meet specific business needs
and allow individual adoption paths Flexible licensing and deployment options
SAP Rapid Deployment Solutions
© 2012 SAP AG. All rights reserved. 8
Why have customers chosen SAP Rapid Deployment Solutions?
8
Weeksto go-live
15%
Reduction in project costs
4
Week implementation
© 2012 SAP AG. All rights reserved. 9
Delivered by SAP or qualified partners
Large Global Partner Ecosystem maximizes availability of and choice within the Rapid Deployment Solutions portfolio
System integrators and value-added resellers provide industry and LoB specific capabilities and expertise
Cloud partners provide the deployment options to match your business needs
© 2012 SAP AG. All rights reserved. 10
SAP Rapid Deployment Solutions define a new standard for business solution adoption across the SAP Portfolio
On demand
On premise
On device
Deployment
Business Solutions
Analytics
Technology
Solution Portfolio Industry & LoB
HANA
Mobility
Innovations
© 2012 SAP AG. All rights reserved. 11
SAP Rapid Deployment Solutions support all use cases along your adoption path
From zero to ERP baseline in one goIndustry & geography-ready
New business and user capabilities – that fit with your existing footprint
LoB or industry-specific, mobile, business analytics, collaboration
Start
Grow, extend, innovate
Predictability Integration Choice
© 2012 SAP AG. All rights reserved. 12
Get the most out of your business – NOW!
Quickly meeting your most pressing business needs on unprecedented predictability to adopt and manage business solutions
Enabling strategic business adoption paths with out-of-the-box integration for start and grow options as your business demands
Giving choice by providing a modular and well defined portfolio of solution options together with a Global Partner Ecosystem
Overview of the solution
© 2012 SAP AG. All rights reserved. 14
Your Vision for CRMFinding a Solution to Help Realize Your Goals
Your Vision for CRMFinding a Solution to Help Realize Your Goals
To become a truly customer-centric enterprise
To continuously improve sales of services and service effectiveness
To deliver a superior customer experience that fosters loyalty
You Have a CRM Vision to deliver excellent Customer Service
Customer centricity is about delivering value that your customers care about. A customer-centric business improves the total customer experience, which drives loyalty. Loyal customers tend to buy more, return to purchase again, and refer others.”
Bob ThompsonFounder and CEO Customer Think Corp
“
© 2012 SAP AG. All rights reserved. 15
But You Have Questions:How Do I Reach These Goals?
Where do I start?
Can I start small, then learn and grow?
How much can I accomplish witha limited budget?
Can I have a choice of the best deployment option for me?
Best-of-breed versus best-of-suite – which is best for me?
IT priorities versus my business priorities – how can I get a CRM solution now?
© 2012 SAP AG. All rights reserved. 16
Business challenges There is a solution The SAP CRM rapid-deployment solution for
service management delivers preconfigured CRM functionality for field service as well as complaints and returns management
These fixed-scope options can be implemented individually or in combination to meet your business requirements
Field service management – The solution provides functionality for service planning, execution, and confirmation, either standalone in SAP CRM or integrated with SAP ERP
Complaints and returns management – The solution covers the entire process flow from creation of a customer complaint in the SAP CRM software, to inbound delivery of a defective product, to the creation of a credit memo for the customer
Business Challenges for Service Management
Service organizations are struggling with the following topics when offering customer support and field services in their service portfolio:Customer information, their installed base, and relevant contract and warranty informationProductivity of back-office personnel as well as service techniciansHaving the right technician with the right parts completing the work the right way the first timeTime-consuming, paper-based work order processesEfficient processing of complaints and returns
© 2012 SAP AG. All rights reserved. 17
An RDS delivers a complete, ready-to-consume solution for a specific business need
Business Neede.g. efficient customer service
Ready-to-consume SolutionBest Practice processes and reporting, pre-configured
Service Order Management
Billing
Complaints & Returns Management
…
Org Structure
User Roles
Service Rep Service Manager
ERP Integration
© 2012 SAP AG. All rights reserved. 18
Service Order Management (with ERP Integration)
Service Order Management (CRM
Standalone)
Complaints & Returns Management
Service Quotation, Order and Confirmation
Management
ERP Billing*
Resource Management
(optional)
Service Quotation, Order and confirmation
Management
CRM Billing
Resource Management
(optional)
Complaints Manage-
ment
Credit Memo and
Billing Manage-
ment
Returns andInbound delivery
Processing*
FoundationIntegration with customer’s SAP ERP system or master data import for rapid deployment of service
management with SAP CRM standalone deploymentSAP CRM Foundation for CRM Service Management
* for existing ERP SD customers only; requires ECC 6.0 EHP5
Business process scope covered in SAP CRM rapid-deployment solution for service managementService functionality, that helps you achieve your CRM Vision
Go live in11 weeks
© 2012 SAP AG. All rights reserved. 19
Business benefits Measurable success Utilization of resources Service level compliance Mean time to repair First-time fix rate Service order lead time Resource productivity
Benefits for you
Improve operational excellence Increase productivity and utilization of field
engineers Develop service team into a high performing
organization Increase service efficiency Reduce costs Increase service revenue Increase customer satisfaction
Solution in Detail
Service Order ManagementCRM Standalone or with ERP Integration
© 2012 SAP AG. All rights reserved. 22
What’s included Business benefits Reduction of internal costs through an integrated
end-to-end service order processing Increased utilization and productivity of field
service engineers Improved SLA compliance and customer
satisfaction through integrated contract and warranty processing
Leverage SAP ERP investments through an out-of-the-box integration into existing ERP processes for financials and logistics
Service Order Management: scope and benefits
This business process covers the entire process flow for a service inquiry:
Service Quote and Order ManagementService Resource Scheduling (including graphical assignment of service items)Service Confirmation and Billing (including possibility to perform ERP Billing if SAP SD has been implemented)
© 2012 SAP AG. All rights reserved. 23
Service Order Management: In the system
Key process flows covered Create quotation Convert quotation to service order Determine warranty and service
contract Assign service items to service
employees Create service confirmation Create billing document or Create billing document in SAP
ERP* Controlling integration (costs &
revenues) **
• Only for existing SAP SD customers ** with ERP integration
© 2012 SAP AG. All rights reserved. 24
CRM Service Order Management: Process Overview
Make inquiry(customer)
Create follow-up serviceorder from quotation
Accept quotation(customer)
Execute assignment,Perform confirmation
Bill customer
22
33
66
11
44
Create and schedule assignments
55
Create andcommunicate quotation
77
© 2012 SAP AG. All rights reserved. 25
CRM Service Order Management:Process Overview
Complaints and Returns Management
© 2012 SAP AG. All rights reserved. 27
What’s included Business benefits Reduction of internal costs through an integrated
end-to-end complaints and returns processing Improved complaint processing by providing
access to all related documents and data Increased customer satisfaction through
integrated entitlement check and efficient processing of the customer inquiry
Complaints and Returns Management: scope and benefits
This business process covers the entire process flow from creation of a customer's complaint in the system, inbound delivery* of a defective product to the creation of a credit memo for the customer.
* Only for SAP ERP customers using logistic delivery process
© 2012 SAP AG. All rights reserved. 28
Complaints and Returns Management: In the system
Key process flows covered Create complaint Determine warranties and contracts Create return request and credit
memo Create return request and goods
receipt
* Only for existing SAP SD customers
© 2012 SAP AG. All rights reserved. 29
CRM Complaints and Returns: Process Overview
© SAP 2007 / Page 29© SAP 2007 / Page 29
Make Inquiry
Complete Complaint
Create Credit Memo or Return Request
Check Return Requestand process Delivery (ERP)
Process Goods Receipt (ERP)and Goods Movement (ERP)
2233
66
11
77
44
Create Billing Document (ERP)55
Create Complaint
© 2012 SAP AG. All rights reserved. 30
CRM Complaints and Returns: Process Overview
Service Delivery
© 2012 SAP AG. All rights reserved. 32
Go live in 11 weeks
Expectations
User-acceptance testing
Onsite and remote support
Successful rollout and adoption
Configuration documentation
Mutually-approved scope document
Working SAP system
Project management
Kick-off workshop participation
Preparing technical infrastructure
Implementation
Testing
Key User Training
Superior support to ensure smooth functioning
Results
DeployStart Run1 2 3
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2012 SAP AG. All rights reserved. 33
Pre-defined Services for Rapid Deployment solutions
Your path to Go-Live: fast, efficiently and at predictable cost
Fixed-price Implementation Services Pre-defined Project Methodology Ready-to-use Accelerators
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2012 SAP AG. All rights reserved. 34
Configuration Guide
Scoping Questionnaire
Kickoff Workshop
Project Schedule
Support PortalCheck Lists
Implementation Methodology
Start Deploy Run
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2012 SAP AG. All rights reserved. 35Confidential
Project Planning: Timelines
SAP involvement Customer involvement *Once the project has started SAP resources are assumed to be working onsite where specified and remotely otherwise.
DiscoverDiscover DeployDeploy
00 11 22 33
Communicate the Value
Qualify Prospect
Communicate the Scope
Secure Agreement
Project management/setup
Project Kick-off (onsite*)
Business Process Knowledge Transfer and Options refinement workshop(onsite*)
Installation check
Solution activation
Options realization
Key User training(onsite*)
Test solution
Data management
Switch to Production
End user training
Hand over solution
Sign-off solution
Go-Live Support/Activities(partly onsite*)
Post Go-Live Support
StepsSteps
StartStart RunRun
© 2012 SAP AG. All rights reserved. 36
Go Live in Weeks
What’s Included – Service Scope
SAP will deliver the following:
• Review your existing service management process.
• Hold a scoping workshop to understand your detailed requirements and finalize the detailed scope of the project together with you.
• Maintain the configuration of the designed solution together with a detailed documentation of the implementation.
• Configure your system
A special step-by-step guide describes each activity during the deployment
© 2012 SAP AG. All rights reserved. 37Confidential
Service Order Management (with ERP Integration)
Service Order Management (CRM
Standalone)
Complaints & Returns Management
Service Quotation, Order and Confirmation
Management
ERP Billing*
Resource Management
(optional)
Service Quotation, Order and confirmation
Management
CRM Billing
Resource Management
(optional)
Complaints Manage-
ment
Credit Memo and
Billing Manage-
ment
Returns andInbound delivery
Processing*
FoundationIntegration with customer’s SAP ERP system or master data import for rapid deployment of service
management with SAP CRM standalone deploymentSAP CRM Foundation for CRM Service Management
* for existing ERP SD customers only; requires ECC 6.0 EHP5
Go live in11 weeks
Service Building Blocks – modular approach
© 2012 SAP AG. All rights reserved. 38
Detailed Services Scope
Rapid deployment of service management with SAP CRM
What do we deliver?Installation check
Workshop to confirm the predefined requirements
Project documents: Work Breakdown Structure including a project schedule, Test Scripts and Scoping Questionnaire
Activation and unit test of chosen packages for the SAP CRM rapid-deployment for service management solution in the development system
Knowledge transfer to key users on configured SAP CRM rapid-deployment solution for service management system
Support for going live
What do you need to do?Provide the IT infrastructure
Install SAP CRM 7.02 , SAP NETWEAVER 7.31 on the development and production systems
Provide fixed contact people in the business and IT departments
Conduct end-user training and change management
Conduct performance and integration testing
Migrate and cleanse data
Transport to production
© 2012 SAP AG. All rights reserved. 39
Project Team: SAP
SAP Project LeadServes as a central contact person, from project initiation to going live and support
On the SAP side, responsible for functional project management, coordination, support and coaching of the customer’s project manager, and so on
SAP ConsultantsResponsible for implementation of the agreed upon scope for the rapid-deployment solution
© 2012 SAP AG. All rights reserved. 40
Project Team: Customer
Leading Project ManagerServes as a central contact person, from project initiation to going live and support
On your side: responsible for functional and commercial project management, coordination, overall project controlling, preparation of steering committees, and so on
Basis staffEspecially responsible for the installation and administration of the development and productive system landscapes
Functional department staff / key userResponsible for workshops, questions from SAP, end-user training, and possibly as a power user for simple configurations
Specialized Staff (Optional)Responsible for further specialized areas such as customization and configuration
Technical Details
© 2012 SAP AG. All rights reserved. 42
Software requirements
Enhancement package 2 for SAP CRM 7.0 / NETWEAVER 7.31
Enhancement package 6 for SAP ERP 6.0
For the resource planning application module, the workforce deployment server add-on is required
SAP Solution Manager 7.1 (for SAP Solution Manager template and monitoring)
SAP Rapid-Deployment solutionsThe fastest way to run your business better
© 2012 SAP AG. All rights reserved. 44
© 2012 SAP AG. All rights reserved
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