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Sheet 1: General
| SAP CRM Questionnaire | ||||||||||
| Basic Information | Answers | |||||||||
| Company Name | ||||||||||
| Name of Contact Person | ||||||||||
| Contact email address | ||||||||||
| Contact phone number | ||||||||||
| Current SAP R/3 Release | ||||||||||
| SAP R/3 Modules in Use today | ||||||||||
| Please List R/3 Modules Currently In Use | ||||||||||
| Have you implemented Business Warehouse (BW)? | ||||||||||
| Is Resource Related Billing in use now ? | ||||||||||
| Is Revenue Recognition used ? | ||||||||||
| Is Product Configuration used ? | ||||||||||
| Please name any other Add-ons or Industry Solutions | ||||||||||
| Basis Information | ||||||||||
| Database release for Current R/3 Version | ||||||||||
| Operating System release for Current R/3 System | ||||||||||
| What is your Hardware Platforms (e.g., HP, IBM, etc.)? | ||||||||||
| How many systems are in your current landscape (e.g., Development, Quality Assurance, Production, etc.)? | ||||||||||
| How large is your current Production Database (in GB)? | ||||||||||
| What version of R/3 plug-in is in service (if any)? | ||||||||||
| Do you currently use a Telephony Gateway server ? | ||||||||||
| Are you using email servers integrated with SAP connect ? If yes, which email system (e.g., Outlook, etc.)? | ||||||||||
| Current CRM Database Size? | ||||||||||
| Database release for Current CRM? | ||||||||||
| What is your CRM Hardware Platforms (e.g., HP, IBM, etc.)? | ||||||||||
| What is your current OS for CRM? | ||||||||||
| Please explain the system Landscape | ||||||||||
| Info about Current mySAP CRM systems (if any) | ||||||||||
| mySAP CRM Current version | ||||||||||
| Is ASAP CRM implementation methodology used? | ||||||||||
| Any other components integrated with CRM ? | ||||||||||
| Is IPC currently used? | ||||||||||
| What CRM modules are currently implemented? | ||||||||||
| Are you considering implementing additional modules? If so, please list modules. | ||||||||||
| Size of Current SAP Team and Availability of SAP Resources | ||||||||||
| What is the size of your existing SAP support team (e.g., Basis,Functional, ABAP etc.)? | ||||||||||
| Do you have experienced SAP Basis 6.10 (Web Application Server) resources? | ||||||||||
| Do you have experienced Java developer resources? | ||||||||||
| CRM Data Conversion or Replication (if any) | ||||||||||
| Customers / Business Partners | ||||||||||
| How many customer records in SAP R/3 to be converted? | ||||||||||
| How many customer records in non-R/3 system to be converted? | ||||||||||
| Product Masters | ||||||||||
| How many product master records in SAP R/3 that will be converted? | ||||||||||
| How many product master records in non-R/3 system to be converted? | ||||||||||
| Lead Data | ||||||||||
| How many Lead/Opportunity records will need to be transferred into SAP CRM? | ||||||||||
| Pricing Data | ||||||||||
| Are you using User-Exits heavily in the R/3 Pricing sub module? | ||||||||||
| Are Formulas, Routines and Requirements used in R/3 Pricing ? | ||||||||||
| Have you made any System Modifications? If so, please describe. | ||||||||||
| Legacy Systems and their Migration | ||||||||||
| Do you have legacy Sales Force Automation systems? If so, will data from those systems need to be transferred to SAP CRM? | ||||||||||
| Do you have legacy Call Centers? If so, will data from those systems need to be transferred to SAP CRM? | ||||||||||
| Do you legacy Lead & Opportunity Management systems? If so, will data from those systems need to be transferred to SAP CRM? | ||||||||||
| External Systems and Integration issues | ||||||||||
| Do you have Business-Critical External systems? If so, please describe. | ||||||||||
| Do you have plans to integrate those systems with mySAP CRM ? | ||||||||||
| Interaction Center | ||||||||||
| Do you have a current call center? If so, how many? | ||||||||||
| How many Customer Service Representatives (CSRs) do you employee ? | ||||||||||
| Do you have specialty service call centers? If so, please describe. | ||||||||||
| Do you wish to use Computer Telephony integration with the SAP Customer Interaction Center (CIC)? | ||||||||||
| Is Automatic Number Identification database is currently in scope? | ||||||||||
| Is Dial Number Identification Service in scope? | ||||||||||
| Is Action Box (used to access R/3 transaction from CIC) in scope? | ||||||||||
| Any search option requirements other than out of box search options ? | ||||||||||
| SAP Enterprise Portals | ||||||||||
| Is SAP Enterprise Portals in scope for CRM? | ||||||||||
| Knowledge Base | ||||||||||
| Do you currently have a corporate knowledge base (e.g. product technical details, service details, FAQ, how-to documents, manuals, problem history, etc.)? | ||||||||||
| Training Requirements | ||||||||||
| Please Explain the User training methods used in Previous ERP or CRM implementations. | ||||||||||
| How many Owners, Super Users, and standard users got trained during CRM 2.OB implementation? | ||||||||||
| Do you have additional training Requirements? If so, please describe. | ||||||||||
| Project Constraints | ||||||||||
| What are the budgetary constraints for this project? | ||||||||||
| What are the resource constraints for this project? | ||||||||||
| What are the timeline (duration) constraints for this project? | ||||||||||
| Additional Comments | ||||||||||
| SAP CRM Questionnaire | |||||||||
| Questions relevant for CRM Upgrade from 2.0B or 2.0C to release 3.0 | |||||||||
| Master Data | Answers | ||||||||
| Is Customer Master Data between R/3 and CRM in Sync? | |||||||||
| Which is the Lead system for Business Partner? | |||||||||
| Is Product Master Data between R/3 and CRM in Sync? | |||||||||
| Are Account groups and Number ranges fully Mapped between R/3 &CRM? | |||||||||
| Do you have any issues regarding Master data ? | |||||||||
| Data Cleansing Requirements if any? | |||||||||
| Is Business Data Tool (BDT) Set used any time to modify Business Partner screens ? | |||||||||
| Do you have BP screen modification requirements ? | |||||||||
| Any BP archiving needed ? | |||||||||
| Product Catalogs | |||||||||
| Are you using Product catalogs and product categories ? | |||||||||
| Is Installed Base at Customer Maintained in R/3 or CRM systems ? | |||||||||
| Pricing Data | |||||||||
| Is the current Down load of Condition tables and relevant Pricing data from R/3 to CRM successful ? | |||||||||
| What kind of issues encountered during download if any? | |||||||||
| Is Internet Pricing and Configurator (IPC) used ? | |||||||||
| Interaction Center | |||||||||
| How many call centers are operating ? | |||||||||
| How many Customer Service Representatives (CSRs) do you employee ? | |||||||||
| Do you have specialty service call centers? | |||||||||
| What systems are currently used by Customer Service Representatives? Please include the SAP functional areas like SD Display Order, Display Invoice, Customer Master Maintenance, Product database, FAQ, non-SAP systems, etc… | |||||||||
| Do you use Computer Telephony integration with the SAP Customer Interaction Center (CIC)? | |||||||||
| Is Automatic Number Identification database is currently in place ? | |||||||||
| Is Dial Number Identification Service in use ? | |||||||||
| Is Org Management is integrated with CIC ? | |||||||||
| In bound Telesales and Outbound Tele Sales components Configured? | |||||||||
| Is Reminder and interactive scripting used | |||||||||
| Is Product Catalog is integrated with CIC ? | |||||||||
| Are you using Action Box config to access R/3 transaction from CIC ? | |||||||||
| Any Partner Determination Configuration done ? | |||||||||
| Are you using CIC for Marketing and Campaign Management ? | |||||||||
| Is Web, email and Chat channels currently used ? | |||||||||
| Any search option requirements other than out of box search options ? | |||||||||
| Knowledge Base | |||||||||
| Do you currently have a corporate knowledge base (e.g. product technical details, service details, FAQ, how-to documents, manuals, problem history, etc.)? | |||||||||
| Training Requirements | |||||||||
| Please Explain the User training methods used in Previous ERP or CRM implementations. | |||||||||
| How many Owners, Super Users, and standard users got trained during CRM 2.O implementation? | |||||||||
| Do you have additional training Requirements? If so, please describe. | |||||||||
| Project Constraints | |||||||||
| What are the budgetary constraints for this project? | |||||||||
| What are the resource constraints for this project? | |||||||||
| What are the timeline (duration) constraints for this project? | |||||||||
| Additional Comments | |||||||||
| Functionality | Brief Description of the functionality | Systems required | In Scope (Y/N)? | Project Phase | Comments |
| Customer Engagement | In the Customer Engagement phase, the main capabilities refer to the areas of Marketing and Sales. Marketing Analytics include market exploration, marketing planning, lead analysis and campaign planning & optimization, allowing to gain insight about market and customer characteristics and apply it to plan and optimize marketing processes. Campaign Management enables complete marketing campaigns, including planning, content development, audience definition, market segmentation, and communications. Telemarketing facilitates the actual lead generation and qualification through a variety of channels. It includes list management and supports the execution of the actual contacts. E-Marketing enables implementation and execution of personalized, real time, mass marketing campaigns over the internet starting with identifying, attracting and differentiating the target prospects, and then interacting with them by offering customized content and products. Lead Management allows to develop new leads through lead qualification, routing and tracking, eventually passing them on as sales opportunities taken over by opportunity management. | ||||
| Marketing Planning | Marketing Planning/Analytics includes market exploration, marketing planning, lead analysis and campaign planning & optimization, allowing to gain insight about market and customer characteristics and applying it to plan and optimize marketing processes. | ||||
| Market Research | Use information and data from history and/or third party vendors in order to get an idea about market potential and potential success of (new) product and/or sales-organization. | BW | |||
| Marketing Plan Development | Create a marketing plan with a structured hierarchy of campaigns. Plan budgets, channels and decision workflows. | ||||
| Marketing Calendar | Calendar with entries of all campaign relevant dates - approvals, events, activities, tasks and deadlines. | ||||
| Targets/Goals Planning | Numerous predefined key figures are available in Marketing Planning and Campaign Management. The key figures are defined from a business point of view in the key figure catalog of the Strategic Enterprise Management Corporate Performance Monitor. The mySAP CRM hierarchy node was created in this catalog. It contains the following three groups: Marketing monitoring key figures, Marketing performance key figures and Marketing monetary key figures. All key figures are transferred to the Business Information Warehouse and are available to the Info Cubes and Queries for carrying out specific analysis. | BW SEM |
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| Resources and Budget Planning | Marketing managers can plan, structure, and budget their marketing plans via the marketing manager Workplace - creating for example chronological, product-oriented, or customer-oriented planning structures. Integration with office productivity solutions allows the marketing manager to plan budgets and schedule using familiar tools such as Microsoft Excel and Project. Microsoft Project can be used (online or offline) as an alternative (optional) interface for detailed marketing planning. The planned budgets and KPIs can then be matched in the Business Information Warehouse against actual values coming directly from operational systems, such as mySAP CRM and mySAP Financials. | BW SEM R/3-CO-PA MS Project 2000 |
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| Support Corporate Brand Development | Creating a corporate brand needs a structured way of campaigns, promotions and activities based on definitions and information. | ||||
| Market Opportunity Discovery | Discover new market opportunities through analysis of customer behavior, interaction history and external data. | BW | |||
| Marketing Plan Optimization | Use the right marketing mix of indicators like customer target segment, channel, time and/or budget. | BW(2.1C) | |||
| Customer Behavior Modeling | Use data about customer behavior in purchasing and interacting with the vendor in order to find patterns or to improve processes. | BW | |||
| Product and Brand Planning | Plan, define and describe product and brand relevant information like naming, description, activities, etc. | ||||
| Collaborative Planning | Joint planning of campaigns together with external agencies or groups. | EP (5.0) | |||
| Exchange of Customer data with Agencies | Interfacing to other (legacy) systems - being able to create and read exchange-files with support of open standards. | ||||
| Campaign Management | Campaign Management - enables complete marketing campaigns, including planning, content development, audience definition, market segmentation and communications. | ||||
| Campaign Planning | Planning of campaigns - define budget, target group, channel, etc. The campaign manager is responsible for the actual planning, execution, and monitoring of marketing campaigns. To accomplish these tasks, BW provides Business Content information in the form of workbooks. Each task corresponds to a cluster of one or more workbooks. The workbooks contain one or more queries that yield the relevant information (e.g., Marketing Key Figure Planning – Costs/Revenues vs. Actual, etc.) | BW, SEM for KPI planning R/3-CO/PA for actuals |
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| Customer Segmentation | Create (interactive) target group for dedicated set of campaigns. "Play" with attributes like gender, age, geographic area, historical transactional data (sales orders, activities) etc. | BW for historical transactional data | |||
| Multi Channel Campaign Execution | Execute campaigns through the various dedicated channels like newspaper, internet (e-mails), direct contacts, etc. | ||||
| Gen. of Call Lists & Personalized Emails | Create Call Lists for Telemarketing outbound campaigns and generate set of email-addresses for personalized internet campaigns. | ||||
| Agent scripts, e-mail templates, ... | Create material for interaction with target customer segment: e.g. scripts for Telemarketing outbound campaigns and templates for personalized emails for internet campaigns. | ||||
| Event Management | Setup, execute and track event-relevant information. | ||||
| Campaign Optimization | Optimize campaigns regarding costs, effectiveness, channels, etc. | BW | |||
| Product Allocations | Allocate products for reseller-channels according to planned sales. | ||||
| Customer Specific Pricing | Pricing and conditions according to customer specific profile. | IPC | |||
| Success/Failure Analysis | Ongoing tracking and monitoring of predefined goal-relevant key performance indicators. | BW (2.1C) | |||
| Target Group Analysis | Analyze members of target group for specific campaign. | BW (2.1C) | |||
| Campaign Response Analysis | Monitor response "feedback" of ongoing or planned campaign. Therefore use for example sample groups. | BW (2.1C) | |||
| Campaign Return of Investment Analysis | Analyze return of monetary investments of a campaign. Look at planned/actual budget, take revenue of related orders into account. Requires BW release 2.1C or higher | BW (2.1C) | |||
| Joint Event Management | Collaborative management of joint marketing events. Therefore use common information of defined campaigns. | EP (5.0) | |||
| Campaign Outsourcing | Let another group (internal or external) or organization plan and/or execute a defined marketing campaign. | EP (5.0) | |||
| Telemarketing | Telemarketing - facilitates the actual lead generation and qualification through a variety of channels. Includes list management and supports the execution of the actual contacts. | ||||
| Call List(s) | In the Call List workspace component you see the Call Lists that are assigned to you. When you choose the one you want to work with, a new workspace/tab containing the contents of the Call List is brought up. You can preview information about each call. | ||||
| Script Design | Design and create outbound campaign script for interaction center agents. | ||||
| Outbound Calling | The system will initiate calling the number assigned to the call list item you choose to dial | CTI | |||
| Automated Call Support | Business Partner Search will reflect relevant Business Partner information. If a specific Interactive Script is assigned to the Call List, this script will be launched in the Application Area. If an Activity is pre-assigned to the Call List item, this Activity will be filled in the Activity workspace component. | ||||
| Multi-channel Interaction | Use various channels to reach business partner: telephone, email, SMS, etc. | ||||
| Interactive Scripting | With Interactive Scripting you navigate easily through a tree structure of questions. You select appropriate answers based on the called Business Partner's replies. You may also launch required business functionality from the Interactive Scripting component. | ||||
| Interaction & Transaction Support | You can access your most commonly-used transactions and functions to process the call quickly and efficiently. Depending on the purpose of the call, you may want to create a Sales Order, Service Request or something else. You can view a list of historic business object data (Sales Orders, Activities, Services Requests and other objects) for the current business partner in the Interaction History component. | ||||
| Activity Management | During the call, or once the call is completed, you maintain the Activity if required. | ||||
| Logging | The system creates comprehensive logs of all actions performed during the call. | CTI | |||
| E-Marketing | E-Marketing - enables implementation and execution of personalized, real time, mass marketing campaigns over the internet starting with identifying, attracting and differentiate the target prospects, and then interact with them by offering customized content and products. | ||||
| Content Development | Define and create content for the web - products, descriptions, etc. | ISA | |||
| Personalization Engine | Rule-based personalization of content. | ISA | |||
| Authoring & Staging Tool | For publishing of marketing documents. | ISA | |||
| Multimedia product catalog | Various multimedia objects (e.g. graphics, documents, audio and video files etc.) can be assigned to products. Unlimited use of hierarchies and catalog variants (e.g. possibility to copy hierarchy nodes and use those in positions in the catalog); multi language, multi-currency, multi-country, multi-units of measures. | CRM Knowledge Base (part of Enterprise Intelligence) | |||
| Open Catalog Interface (OCI) | It is possible to import and export existing catalog data via XML (e.g. from third party catalog to product master). Interface to connect the Internet Sales catalog to an e-procurement system. Interface to connect third party catalogs to the Internet Sales (future release). | ISA | |||
| Multi Vendor Catalog Management | Products from multiple vendors are presented on the Web by maintaining a common multimedia product catalog. | ||||
| Personalized Product Recommendations | Information and product offers according to customers target group. | ||||
| Email Campaigns | Internet Sales integrates with the template based personalized emails of mySAP CRM Campaign Management, which also allows for automated campaign monitoring and profitability assessment. | ISA | |||
| Cross Selling | Internet Sales provides target group specific cross-selling relationships between products, which can be defined based on analytical data from Business Intelligence or on explicit knowledge of the marketer. | ISA | |||
| Up Selling | Up-Selling relationships can be defined by a marketer which then show up in the web shop. | ISA | |||
| Visitor Recognition | Visitors are greeted by Name and can be identified by a referencing URL. | ISA | |||
| Personalized Product Recommendations | Target group specific recommendations can be automatically generated from Business Intelligence analysis or manually entered by a marketer. | BW (2.1C) | |||
| Bestseller Lists | Bestseller lists based on various criteria, e.g. best selling products last week, catalog area, etc. | BW | |||
| Lead Management | Lead Management - allows to develop new leads through lead qualification, routing and tracking, eventually passing them on as sales opportunities taken over by opportunity management. | ||||
| Address Management | Manage contact (address) information from business partners | ||||
| Duplicate Clearing | Find and manage duplicated business partner in master-data. | Identification: 3rd party software | |||
| Lead Generation | Generate leads (contact data plus additional information for potential sales opportunity). | ||||
| Lead Routing | Bring the lead to the right employees (e.g. telemarketing organization) and/or partners in order to qualify it further. | ||||
| Lead Qualification | Get more relevant information about the potential sales opportunity to qualify it for the sales team. | Survey Suite | |||
| Lead Response Tracking & Monitoring | Get information about where the lead came from. Lead is typically a "feedback" or response of a marketing campaign. So tracking and monitoring the lead and the potentially generated opportunity gives closed-loop information for marketing tasks. | BW | |||
| Lead Generation Analysis | Displays the whole process of generating leads: campaign, channel, product, price, etc. | BW (2.1C) | |||
| Lead Qualification Analysis | Displays the whole process of lead qualification: basic information, routing process, sources of additional data, etc. | BW (2.1C) | |||
| Lead Channel Analysis | Displays the channels where leads came from: Web analytics, response rates, etc. | BW (2.1C) | |||
| Lead Product Analysis | Displays analytic data regarding the product that the lead refers to. | BW (2.1C) | |||
| Lead Return on Investment Analysis | Analyze returns of monetary investments of a lead. Look at planned/actual budget of campaign, and take revenue of related orders into account. | BW (2.1C) R/3-CO/PA |
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| Joint Lead Management With Business Partners | Collaborative management of (joint) leads. Therefore share relevant information with dedicated business partner. | EP (5.0) | |||
| Lead Generation from 3rd party systems | Use other (external) systems for lead generation and include them in marketing/sales process. | ||||
| Transact | In the Business Transaction phase, capabilities center mainly around Sales, comprising support for all activities and processes that have to do with selling to a customer and taking orders. · Sales Analytics - include sales and profit planning, pipeline/sales funnel analysis, sales cycle analysis, sales organisation analysis and allow to optimize sales processes. · Account & Contact Management - enables to manage monitor and track all information that is relevant about customers and business partners. · Opportunity Management - provides sales tracking and sales forecasting; helps plan and manage sales approaches, identifies key decision makers, and estimates potential-to-buy and potential closing dates. · Telesales - via the Interaction Center manages inbound and outbound calls and efficently supports sales activities over the phone. It handles high call volumes and integrates sales information from enterprise systems and product information from online catalogs. · Field Sales - delivers key customer and prospect information to sales personnel in the field, facilitates planning and maintenance of sales activities, such as appointments, visits, and calls, and provides activity reports. Field Sales also creates quotations and takes orders. - Mobile Sales - supports the field sales force using mostly autonomous mobile devices - Handheld Sales - enables the usage of lightwight, wireless devices in an efficient manner. · E-Selling - provides comprehensive capabilities for selling products and services via the Internet while creating a new, strategic sales channel. Covering all phases of the sales cycle, sophisticated product selection, multimedia product catalogs, advanced personalization, online product configuration, convenient shopping basket management, secure transactions, complete order status checking, as well as payment processing and fulfillment are supported. Contract completion, intelligent web analytics and a flexible web design based on state-of-the-art technology tops off the solution. · Internet Pricing and Configuration - delivers online systems that allow users to configure products online and compare prices across different catalogs and marketplaces; includes shopping basket functions. · Order Acquisition - supports the order acquisition and order entry process of products and services by using product proposals, quotations, tax determination and product availability checking capabilities. | ||||
| Sales Planning | Sales Analytics - include sales and profit planning, pipeline/sales funnel analysis, sales cycle analysis, sales organization analysis and allow to optimize sales processes. | ||||
| Org.-Management | Setup and manage the sales organization and territory in order to serve the customer and prospects best. | ||||
| Territory Management | Define and plan which sales team should be directed to which customers. | ||||
| Change Management | Support change of organizations. | ||||
| Sales Budget | Setup and manage sales budget. | BW R/3 |
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| Sales Activity Planning | Plan sales activities | ||||
| Pricing Definition | Define pricing dedicated to sales situation. | IPC | |||
| Incentive & Commission Management | Manage incentives and commissions for sales people. Incentive and Commission Management itself is done on SAP R/3. | CRM-ICM R/3(4.7)-FI |
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| Key Account Planning | Plan Key Account activities: Sales team, dedicated items, etc. | BW (2.1C) Mobile Client for KAM |
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| Monitoring of Plan/Targets & Actual | Have a look at planned/targets and actual sales related key performance indicators. | BW (2.1C) SEM |
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| Multidimensional Analysis | Analysis of Sales-plan in various combinations. | BW | |||
| Strategic Sales Planning | Plan sales activities on a more strategic level. Get balanced scorecards (key performance indicators) from management. | BW SEM |
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| Joint Sales Planning | Collaborate planning of sales together with business partners. | EP (5.0) | |||
| Demand Planning | Planning of the demand chain starting from customer and market demand of products. | ||||
| Catalog Exchange | Exchange sales planning relevant catalog information with other parties of sales process. | ||||
| Account & Contact Management | Account & Contact Management - enables to manage monitor and track all information that is relevant about customers and business partners. | ||||
| Business Partner Management | Prospects - Customers - Competitors - Partners - Employees | ||||
| Customer Hierarchies | Example: is subsidiary of, belongs to common holding, etc. | ||||
| Contract & Agreements | Sales contracts and agreements about products and services. | ||||
| Activity Management | Manage all activities referring to sales/opportunity process. | ||||
| Business Partner Cockpit | Show all relevant information about and related to a business partner enhanced with a dedicated set of functionality. | ||||
| Monitoring of Customer Related Key Performance Indicators | Displays business partner figures like number of employees, revenue, buying behavior, satisfaction, etc. | BW | |||
| Product Recommendation | Recommend a product to a specific customer situation based on his contracts, installed base, etc. | ||||
| GIS (Geographical Information System) Analysis | Display analytical information with relevance to geographical data in a map. Examples are market potential analysis, sales territory coverage, etc. | BW 3rd party GIS software (I.e. ESRI) |
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| Personalized Catalog Views | Have a specific view on dedicated products and catalog information. | ||||
| Catalog with Advanced Search | Powerful search capabilities to easily find products in a catalog. | IIA (part of Enterprise Intelligence) | |||
| Self Service for Registration, Address change, etc. | Use e-Service Internet access to register and change data and to start and track activities and requests. | ICSS | |||
| Contract Management | Manage sales and service contracts. | ||||
| Opportunity Management | Opportunity Management - provides sales tracking and sales forecasting; helps plan and manage sales approaches, identifies key decision makers, and estimates potential-to-buy and potential closing dates. | ||||
| Sales Methodology | Support the sales process with usage of a Sales Methodology. This is based on a template approach which allows to define and use various existing Sales Methodologies. | ||||
| Sales Assistant | The Sales Assistant component supports run through the sales/opportunity process. It helps to assess sales stages by asking a couple of questions to the salesmen. | ||||
| Opportunity Qualification | Qualify opportunity situations. Get all relevant information about it in order to drive it through the sales cycle. Involve the right members of the sales team. | ||||
| Opportunity Assessment | Assess opportunity situation and rank the winning probability. | ||||
| Activity Management | Manage all upcoming and planned activities; sales calls, appointments, meetings, tasks, etc. | ||||
| Product Configuration | Configure products and variants due to customer specific requirements. Use customer specific pricing based on situation, business rules and contracts. | IPC | |||
| Activity Monitoring | Monitor activities of whole sales team in order to improve and optimize sales process. | ||||
| Competitor Analysis | Document and use competitor information about involvement in the opportunity. Use all relevant information about competition behavior. | ||||
| Opportunity Pipeline | See selected list of opportunities and their different sales stages. Sales managers need a quick overview of which opportunities in their area are in which phase in order to spot any potential problems or delays. | BW | |||
| Product Analysis | Analyze product in the context of the sales cycle. | BW | |||
| Buying Center Analysis | Collect relevant information about the buying center for an opportunity (i.e., who is decision maker, who is influencer, etc.). | BW | |||
| Win-/Loss Analysis | Analyze win-/loss situations, further optimizing sales cycles. In order to plan which customers should be targeted, or to see where your company is having difficulty generating sales, sales managers need to analyze which opportunities lead to sales orders and which are not successful. This query therefore provides you with a lists of opportunities per employee or sales organization with their status (won or lost) and the reasons for this status, as set by the employee. |
BW (2.1C) | |||
| Joint Opportunity Management | Collaborative opportunity management together with external business partners who have access to all relevant information which are needed to close the deal. | EP (5.0) | |||
| Teleselling | Teleselling - via the Interaction Center manages inbound and outbound calls and efficiently supports sales activities over the phone. It handles high call volumes and integrates sales information from enterprise systems and product information from online catalogs. Additional software components needed include Computer Telephony Integration (CTI) ,Telephony Gateway and Switch. | ||||
| Assess Qualification of Agents | In order to run sales calls, agents need to have the right knowledge about e.g. products, customers, and more. You can check this qualification by an agent assessment. | CIC-WFM | |||
| Scheduling of Interaction Center Agents | A central task of an Interaction Center Manager is the scheduling of his agents. Therefore he needs to have a lot of information about skills, availability times and more which helps him doing this action item. | CIC-WFM | |||
| Call List(s) | In the Call List workspace component you see the Call Lists that are assigned to you. When you choose the one you want to work with, a new workspace/tab containing the contents of the Call List is brought up. You can preview information about each call. | ||||
| Script Design | Design and create outbound sales script for interaction center agents. | ||||
| Outbound Calling | The system will initiate calling the number assigned to the call list item you choose to dial. | CTI | |||
| Automated Call Support | Business Partner Search will reflect relevant Business Partner information. If a specific Interactive Script is assigned to the Call List, this script will be launched in the Application Area. If an Activity is pre-assigned to the Call List item, this Activity will be filled in the Activity workspace component. | ||||
| Multi-channel Interaction | Use various channels to reach business partner: telephone, email, SMS, etc. | ||||
| Interactive Scripting | With Interactive Scripting you navigate easily through a tree structure of questions. You select appropriate answers based on the called Business Partner's replies. You may also launch required business functionality from the Interactive Scripting component. | ||||
| Interaction & Transaction Support | You can access your most commonly-used transactions and functions to process the call quickly and efficiently. Depending on the purpose of the call, you may want to create a Sales Order, Service Request or something else. You can view a list of historic business object data (Sales Orders, Activities, Services Requests and other objects) for the current business partner in the Interaction History component. | ||||
| Target Group Specific Cross- & Up Selling | When an agent talks to a customer in order to sell a product, he can Cross- and up sell with the help of information and recommendations he gets from the system. | ||||
| Activity Management | During the call, or once the call is completed, you maintain the Activity if required. | ||||
| Logging | The system creates comprehensive logs of all actions performed during the call. | CTI | |||
| E-Selling | E-Selling - provides comprehensive capabilities for selling products and services via the Internet while creating a new, strategic sales channel. Covering all phases of the sales cycle, sophisticated product selection, multimedia product catalogs, advanced personalization, online product configuration, convenient shopping basket management, secure transactions, complete order status checking, as well as payment processing and fulfillment are supported. Contract completion, intelligent web analytics and a flexible web design based on state-of-the-art technology tops off the solution. | ||||
| Shopping Basket Management | Goods can be picked from the catalog and put into and removed from a virtual shopping basket (shopping cart). Once the customer has found everything he wants to order, he can order the whole shopping basket. | ||||
| Quick Order Entry | In the B2B scenario customers can directly enter the product/article number without having to navigate through the catalog. | ||||
| Order Templates | Customers can create templates that can be used for later/recurrent ordering. | ||||
| Product Configuration | Customers can configure products online, view the corresponding price and order. Requires IPC. | IPC | |||
| Pricing Engine | Standard pricing, pricing according to contracts and pricing of configurable products is supported. | IPC | |||
| Rule Based ATP Check | Rule based ATP (available to promise) check supports availability check across multiple plants (e.g. if product is not available in plant A, check in plant B) and offers product substitution (e.g. product X is not available, offer product Y). | APO (advanced) or R/3 (simple) | |||
| Intelligent Agent | Automated individual and interactive consultant to get the requested products. | "Product Advisor" (3rd party software) | |||
| Request for Quotes | Create quotation to retain the order conditions for a certain period of time. | ||||
| Contracts | The agreements of value and quantity contracts are available in Internet Sales. Customers can call off products from these kind of contracts. | ||||
| Rule Based Auctioning | The seller can create forward, full-lot auctions with or without reserve price. For the future release other auction mechanism such as broken-lot, bid-increment etc. could be incorporated in the current solution. | ||||
| Auction Management | Catalog products can be put up for auction using Internet Sales. The buyer, based on his target group, can be invited via email to participate in the auction. | ||||
| Bidding Cockpit | The seller can modify the auction states. The progress on the auction item can be tracked both by the seller and the bidder(buyer).Both can see the bid history on each auction with their own specific views. | ||||
| Tax Calculation | Automated calculation of country specific taxes to get the gross price of the order. | TTE (Tax Transaction Engine) 3rd party tax software (I.e. Vertex, Taxware) |
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| E-procurement Integration | One-step-business via the standardized catalog interface. | EBP (3.0) | |||
| Marketplace Connectivity | Using Internet Sales as an on-ramp to Marketplaces. | ||||
| Collaborative Selling | Multiple suppliers merge and meet with a large number of customers at a common, institutionalized place on the Internet. | EP (5.0) | |||
| Customer Service Center | Call center, chat, call back, voice over IP, co-browsing, e-mail and page push are supported | CIC, CTI | |||
| B2B / B2C Templates | Complete preconfigured templates for B2B and B2C scenarios | ||||
| Web Shop design | Creative and flexible Java based Web design. | ||||
| Shop Management | Comprehensive tools for intelligent Web shop management. | ||||
| Customer Services | Order status check, invoice status, change address, ship to locations, etc. | ICSS | |||
| Field Sales | Field Sales - delivers key customer and prospect information to sales personnel in the field, facilitates planning and maintenance of sales activities such as appointments, visits, and calls, and provides activity reports. Field Sales also creates quotations and takes orders. Mobile Sales - supports the field sales force using mostly autonomous mobile devices - Handheld Sales - enables the usage of lightweight, wireless devices in an efficient manner. | ||||
| Synchronization of Data | Synchronize all Salesmen-dedicated information to the field personnel: Business Partner, Contracts, Products, Installed base, Pricing, Activities, etc. | ||||
| Business Partner Management | Use Salesrep-dedicated information about Prospects - Customers - Competitors - Partners - Employees. | ||||
| Contract & Agreements | Sales contracts and agreements about products and services. | ||||
| Activity Management | Manage all activities referring to sales/opportunity process. | ||||
| Monitoring of Customer Related Key Performance Indicators | Display business partner figures like number of employees, revenue, buying behavior, satisfaction, etc. For disconnected mobile solution these kind of reports need to be prepared in the center component which has access to the needed data. | BW | |||
| Product Configuration | Configure products and variants due to customer specific requirements. Use customer specific pricing based on situation, business rules and contracts. | IPC | |||
| Product Recommendation | Recommend a product to a specific customer situation based on his contracts, installed base, etc. | ||||
| GIS (Geographical Information System) Analysis | Display analytical information with relevance to geographical data in an easy to understand way in a map. Examples are market potential analysis, sales territory coverage, etc. Requires GIS software (e.g., ESRI, etc.). | BW 3rd party GIS software (I.e. ESRI) |
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| Opportunity Management | Opportunity Management provides sales tracking and sales forecasting; helps plan and manage sales approaches, identifies key decision makers, and estimates potential-to-buy and potential closing dates. | ||||
| Order Acquisition | Order Acquisition - supports the order acquisition and order entry process of products and services by using product proposals, quotations, tax determination and product availability checking capabilities. | ||||
| Order Acquisition | Order Acquisition - supports the order acquisition and order entry process of products and services by using product proposals, quotations, tax determination and product availability checking capabilities. | ||||
| Inquiries | Creation and management of Inquiries. | ||||
| Quotations | Creation and management of Quotations. | ||||
| Sales Orders | Creation and management of Sales Orders. Sales Orders can be generated from Quotations. | ||||
| Sales Contracts | Creation and management of Sales Contracts. | ||||
| Leasing Contracts | Creation and management of Leasing Contracts. | ||||
| Product Configuration | Configure products and variants due to customer specific requirements. | IPC | |||
| Product Proposals | Propose a product to a specific customer situation based on his contracts, installed base, etc. | ||||
| Cross- / Up Selling | During order process the system provides cross- and up-selling information and proposals. | ||||
| Pricing | Customer specific pricing based on situation, business rules and contracts is provided by the system. | IPC | |||
| Tax Determination | Country-specific tax determination is supported by the system. | TTE (Tax Transaction Engine) 3rd party tax software (I.e. Vertex, Taxware) |
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| Product Availability | Available to Promise (ATP) - Check, if promised product is in stock and when can it be delivered | APO or R/3 | |||
| Commission Management | Manage commission payments for sales people (link to back office functionality). | CRM-ICM R/3(4.7)-FI |
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| Monitoring Orders | Have a look at the list of order information in order to get status-information. | ||||
| Analysis of Pricing | Pricing analysis is possible at the time of Pricing the document or Item. Analysis is possible for Customer preferred prices and applicable discounts. | IPC BW |
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| Order Templates | Predefined Order Templates can be used. | ||||
| Real Time Credit Card Authorization | Check credit rate real time. | 3rd party credit card processing software | |||
| One Step Buy & Sell | Link buying- and selling business-process together into an one step buy and sell transaction. | ||||
| Service Contracting | Create and sell Service Contracts during order entry. | ||||
| Fulfill | Order Fulfillment is about monitoring the complete order life-cycle process. mySAP CRM supports this phase with the following key functional capabilities: · Fulfillment Analytics - include supply chain and financial analysis, providing the capability to better understand and optimize fulfiment processes. · Logistics Management - provides the ability to track and trace orders at all points along order management, manufacturing, distribution, and service processes; proactively notifies customers of changes that affect delivery by allocation of resources in real-time at the front-end, includes real-time access to inventory levels, production capacity, and lead-time requirements across the entire supply chain. · Credit Management - provides credit check with use of information about payment history and credit risk analysis · Billing - provides information about customer contracts, rebates, billing status, and accounts | ||||
| Fulfillment Planning | Fulfillment Planning - include supply chain and financial analysis, providing the capability to better understand and optimize fulfillment processes. Fulfillment itself is done in SAP R/3 (or any back end ERP system). | R/3 | |||
| Availability of Dates & Quantities | Check whether ordered products are available and can be delivered on time. | APO or R/3 | |||
| Delivery & Shipment Dates | Get delivery and shipment date proposals from fulfillment system. | ||||
| Freight Cost Estimation | Use estimated information about Freight costs from fulfillment system. | ||||
| Foreign-Trade | Get and use information about Foreign trade business rules from fulfillment system | ||||
| Transportation Type | Get information about offered transportation types. | ||||
| Vehicle Scheduling | Schedule vehicles for delivery order. | ||||
| Payment Terms | Offer and use a selection of payment terms. | ||||
| Billing Plan | Define and manage a billing plan. | ||||
| Revenue Recognition | Get revenue information from fulfillment system. | ||||
| Shipment Tendering | Get information about offered shipments. | ||||
| Transportation Marketplace | Support access to public or private exchanges - transportation marketplaces. | ||||
| Logistics Management | Logistics Management - provides the ability to track and trace orders at all points along order management, manufacturing, distribution, and service processes; proactively notifies customers of changes that affect delivery by allocation of resources in real-time at the front-end, includes real-time access to inventory levels, production capacity, and lead-time requirements across the entire supply chain. Logistics Execution itself is done on SAP R/3 (or any back end ERP system). | R/3 | |||
| Reservation of Product | Get a product reservation through to the fulfillment system. These kind of reservations could come from a marketing campaign or a VIP customers. | ||||
| Delivery | Monitor delivery of products. | ||||
| Handling Unit Management | Handle Unit Management. | ||||
| Picking & Goods Issue | Support pick and pack and goods issue processes. | ||||
| Transportation | Define transportation for order. | ||||
| Freight Cost Calculation | Use information about Freight costs from fulfillment system. | ||||
| Complaints | Support handling of complaints with warranties and product returns. | ||||
| Vendor Managed Inventory | Let vendor manage inventory of customer. | ||||
| Backorder | Support backorder processing. | ||||
| Work List | Create and use work lists. | ||||
| Backorder Monitoring | Monitor backorder processing. | ||||
| Transportation Monitoring | Monitor transportation. | ||||
| Online Order Tracking | Order tracking via internet e-Service application. | ||||
| Shipment Tendering | Define shipment. | ||||
| Advanced Shipping Notification (Web) | On demand and pushed shipping information over the web. | ||||
| Proof of Delivery | Is the order delivered?- Check. | ||||
| Multiple Shipping Profiles | Define multiple shipping options with the relevant information. | ||||
| Credit Management | Credit Management - provides credit check with use of information about payment history and credit risk analysis | ||||
| Credit Check | - Early warning list - Customer specific credit limits - Automatic communication and process handling - Supporting distributed systems | ||||
| Payment Card Processing | Authorization CVV (card verification value) check Address verification | ||||
| Saved Shopping Basket | Goods can be picked from the catalog and put into and removed from a virtual shopping basket (shopping cart). Once the customer has found everything he wants to order, he can order the whole shopping basket. During the shopping the basket could be saved. | ISA | |||
| Payment History | A history of payment processes could be collected and saved. | ||||
| Credit Risk Analysis | Analysis of credit risk could be achieved with usage of history information and external statistical data. | BW | |||
| Consolidated Billing | Consolidated billing with use of multiple (external) billing engines can be provided. | ||||
| Clearing House Integration | Integration of clearing house processing is possible. | ||||
| Billing | Billing - provides information about customer contracts, rebates, billing status, and accounts | ||||
| Single and Collective Billing | Billing can be provided with a bill directly for each billable product/service or in a collective way with just one bill for a couple of products/services. | ||||
| Order and Delivery related Invoices | Use order- and delivery-related invoices for billing. | ||||
| Credit and Debit Memos | Credit and Debit Memos | ||||
| Pro Forma Invoice | Support of pro forma invoices possible. | ||||
| Cancellation | Cancellation of billing. | ||||
| Rebate Agreements | Usage of agreements on rebates. | ||||
| Invoice Lists with Factory Discount | Invoice Lists with Factory Discount | ||||
| Billing Due List | Billing Due List | ||||
| Work List for Billing Processing | Work Lists for Billing Processing | ||||
| Intercompany Billing Processing | Support of bill processing over company borders. | ||||
| Electronic Bill Presentment | Presentation of bills in an e-Service scenario. | ||||
| Connection with Freight Calculation | Connection of billing to freight calculation possible. | ||||
| Connection with Tax Calculation | Connection of billing to tax calculation possible. | ||||
| Incentive & Commission Management | Calculate and process sales and brokerage commissions related to your product and service offerings based on Sales Targets. Manage your internal and external sales force based on Sales Force Effectiveness. | CRM-ICM R/3(4.7)-FI |
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| Compensation Planning | A Compensation Plan defines the different performance measures the employee will be evaluated and paid on. | ||||
| Product Based Compensation | Calculate and process sales and brokerage commissions related to your product and service offerings | ||||
| Sales Targets | Determine bonuses and incentives by comparing achieved results and predefined objectives | ||||
| Sales Force Organization Management | Manage your internal and external sales force, define their contracts, agreements and the network or organizational structure they belong to | ||||
| Personal Compensation Information | Employees can review their payment amounts and quota achievement | ||||
| Analysis of Sales Force Effectiveness | Carry out evaluations of your sales force results by different criteria: related to the product, region, organization, etc | BW | |||
| What-if Compensation Analysis | Simulate Incentives and Commissions evolvement based and planned Sales revenue | BW | |||
| Collaborative Compensation | Plan and Manage Business Rules for Joint Opportunity Compensation | ||||
| Service | The Customer Service phase focusses on Service capabilities, dealing with everything that has to do with customer service and support. It involves centrally performed service management functions, remote service via the Interaction Center and support for a service force in the field. · Service Analytics - include Service Status and Process Analysis, Service Cost and Profitability Analysis, allowing to plan and optimize service and support processes. · Customer Care and Help Desk - supports remote interactions with customers and efficient tracking and resolution of incidents and service requests. · Installed Base Management - handles the history and details of customer installations, including warranty processing and quality monitoring. · Enterprise Intelligence - supports the resolution of issues in a guided and interactive manner, through the usage of sophisticated search algorithms and intelligent agents working on an integrated solution database. · Field Service and Dispatch - delivers and tracks customer and account information for field service personnel, thus ensuring more rapid and accurate customer service. Provides service planning and forecasting, scheduling, and dispatching functionality based on tight integration with fulfillment systems; - Mobile Service supports the field service force using mostly autonomous mobile devices - Handheld Service enables the usage of lightweight, wireless devices in an efficient manner · E-Service - offers customers, prospects and business partners access to information and self service functions via the Internet. | ||||
| Service Planning | Service Planning - include Service Status and Process Analysis, Service Cost and Profitability Analysis, allowing to plan and optimize service and support processes. | ||||
| Generation of Call- & Email-Lists | Create Call Lists for Service calls and generate set of email-addresses for personalized internet interaction requests. | ||||
| Service Products | Define and describe Service offering, Products, Contracts etc. | ||||
| Activity Management | Manage all activities referring to service process: follow-up activities, solving requests etc. | ||||
| Proactive Service | Get in contact with a customer due to possible upcoming Service needs. These proactive Services could for example come up because vendor got information about possible upcoming problems. | ||||
| Long Term Resource Planning and Forecasting | Long-Term Resource Planning & Forecasting | CRM-RPT APO |
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| Resolution Statistics | Resolution Statistics | BW | |||
| Cost Analysis | Analyze costs of Service | BW | |||
| Profitability Analysis | Analyze profitability of Service processing. | BW | |||
| Workload Planning | Planning of Workload based on (upcoming) Service Requests. | CRM-RPT APO |
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| Product Lifecycle Monitoring | Analyze and monitor product lifecycle in order to get prepared for service requests. | BW | |||
| Order Analysis | Analyze orders for potential (upcoming) service issues. | BW | |||
| Joint Service Planning | Collaborative Service Planning together with (external) Service groups. | EP (5.0) | |||
| Customer Care & Help Desk | Customer Care and Help Desk - supports remote interactions with customers and efficient tracking and resolution of incidents and service requests. | ||||
| Service Request Management | Management of Service Requests. Creation of (follow-up) activities. | ||||
| Complaint / Return Material Authorization Mgmt. | Handling of Complaints and management of Returns. Requires SAP Business Workflow. | ||||
| Appointment Offering | Offering of appointments for services. | ||||
| Service Level Agreements | Creation and management of individual Service Level Agreements (SLAs). | ||||
| Activities Management | Manage all activities referring to service process; follow-up activities, solving requests, etc | ||||
| Service Contracts | Manage Service Contracts. | ||||
| Business Partner/Contact Management | Prospects - Customers - Competitors - Partners - Employees | ||||
| Customer & Service History | Collect and manage customer information for Service History overview. | BW | |||
| Escalation & Workflow | Process workflows and escalations | ||||
| Resolution Statistics | Handle resolution statistics | BW | |||
| Cost Analysis | Analyze costs of Service. | BW | |||
| Product Lifecycle Monitoring | Analyze product lifecycle in order to optimize and plan (upcoming) Service request. | BW | |||
| Call Logging | Log and save every interaction and transaction with the customer / business partner in order to get valuable information about future customer behavior. | CTI | |||
| Interactive Script Evaluation | Evaluation of script dialogs with a customer in order to optimize and improve process. | ||||
| Call Statistics | Provide Call Statistics with use of telephony system, switches, etc. Requires CTI analytics or BW release 2.1C or higher. | CTI BW (2.1C) |
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| Session Replay | Search several sessions based on selectable criteria Play back the customer session to identify where the customer experienced problems Capture customer actions in the web shop that can later be analyzed along with historical customer and order data | CTI | |||
| Voice over IP | Request that a customer service representative returns a call Use Voice-over IP technology instead of a telephone line Choose immediate call-back or call-back during a time range | CTI | |||
| Contracts & Installed Base Management | Installed Base Management - handles the history and details of customer installations, including warranty processing and quality monitoring. | ||||
| Installation Maintenance | Management of Contracts and Installations on customer/business partner site. | ||||
| Component Monitoring | Monitor the components. | ||||
| Partner Management | Manage partner involvement for e.g. installation or support of product. | ||||
| Contract Management | Manage contracts. | ||||
| Component Address Management | Manage individual addresses of products. For example: machine "A" is in building "1" and machine "B" is in another subsidiary in another city, etc. | ||||
| Status Management | Manage status information of various products and contracts. | ||||
| Serialization of Products | Use of Serial Numbers, individual products, etc | ||||
| Service Order Visibility | Service Order Visibility | ||||
| Installation Comparisons | Support comparison of different installations. | ||||
| Version Control | Support Versioning of products | ||||
| Warranty Processing | Provide Warranty processing. | ||||
| Customer Portfolio Analysis | Analyze customer portfolio. | BW | |||
| Quality Monitoring | Monitor quality of products. | ||||
| Cost Analysis | Analyze Service costs. | BW | |||
| Customer Self Service | Provide Self service application via the internet for customer and business partner access. | ICSS | |||
| Enterprise Intelligence | Enterprise Intelligence - supports the resolution of issues in a guided and interactive manner, through the usage of sophisticated search algorithms and intelligent agents working on an integrated solution database. | ||||
| Case Based Reasoning | From problem to solution with "Case Based Reasoning" methodology support. | ||||
| Solution Database | Provide Problem-solving Solution Database with specific views for different users (Filtered Access). | ||||
| Search Engine | Powerful search capabilities to easily find solutions in a Solution Database. | ||||
| Interactive Intelligent Agent | This component provides another way of finding solutions - It helps navigate through the database by interactive querying the requester. | ||||
| Natural Language Navigator | Navigate through the Solutions by using natural language. | ||||
| Frequently Asked Questions | A list of frequently asked questions (FAQs) can be generated based on real question-statistics. | ||||
| Order Processing for Search Results | Automatic order processing for search results is supported. | ||||
| Summarizer | The summarizer helps to summarize a solution out of several solution-hints in a bigger solution text. | ||||
| Score Analytics | Score Analytics provide a feedback mechanism for the quality of solution. This measurement supports further processing. | BW | |||
| Self Service Solution Finder | Online Access to various Solution finder components (e.g. the generated FAQs, etc.). | ICSS | |||
| Online Service Requesting | It is possible to use predefined Service request forms for online requests over the internet. | ICSS | |||
| Co-Browsing | Jointly browsing/surfing to the right solution in Solution Database can be provided with this feature. | ICSS | |||
| E-Service | E-Service - offers customers, prospects and business partners access to information and self service functions via the Internet. | ICSS | |||
| Online Order Status | Customers can check the status of their orders directly in the web shop. | ||||
| Real-time Order Tracking | Customer can track the actual position of the delivery with external logistics provider (e.g. FedEx). | ||||
| Display Invoice | Customers can view their detailed invoices directly in the web shop. | ||||
| Return Handling | Handling of Product Returns via the internet | ||||
| Form Based Service Requests | Creation of forms for service requests. These forms could be used, for example, in self service internet applications (e-Service). | ||||
| Service Marketplaces | Link to public and/or private exchanges - Service marketplaces. | ||||
| FAQ | A list of frequently asked questions (Fans) can be generated based on real question and statistics. | ||||
| Call Back | Request that a customer service representative returns a call Business partner information (name, phone number) is defaulted Choose immediate call-back or call-back during a time range. | multi channel interface server (3rd party-AMC, Genesys) | |||
| Co-Browsing | Customer and agent "share" the same web shop page, usually so agent can show the customer requested information Used in conjunction with an existing communication session. SAP Interaction center supports multiple communication channels. Telephony and e-mail integration are included as well as fax, pager, SMS, web-chat, co-browsing, or VoIP. | CIC and 3rd party software | |||
| Page Push | Agent can send a static file or page to the customer. Used in conjunction with an existing communication session. | CIC and 3rd party software | |||
| Customer asks a question via e-mail via "mail-to" and via Internet form is supported E-mail is routed to the appropriate agent. E-mail integration available for MS Exchange or Lotus Domino via Simple Mail Transfer Protocol (SMTP) and SAPconnect. SAP Business workflow may also be required for automated routing of emails (e.g., to 'person responsible', etc.). | |||||
| Chat | Customer requests a chat with an agent. Agents can handle multiple sessions. Context (data) from the web shop page that the customer is visiting is available to the agent. | multi channel interface server (3rd party-AMC, Genesys) | |||
| Field Service / Dispatch | Field Service and Dispatch - delivers and tracks customer and account information for field service personnel, thus ensuring more rapid and accurate customer service. Provides service planning and forecasting, scheduling, and dispatching functionality based on tight integration with fulfillment systems; - Mobile Service supports the field service force using mostly autonomous mobile devices - Handheld Service enables the usage of lightweight, wireless devices in an efficient manner | ||||
| Order Management | Manage Service Orders (and product orders) on site. | ||||
| Resource Planning | Planning of resources (employees and material) | CRM-RPT APO |
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| Remote Dispatching | Dispatch field service personnel. | BW | |||
| Customer & Service History | Use customer and Service history | ||||
| Billing/Invoicing | Bill and invoice on site for services, materials, etc | ||||
| Time, Material, Expense Confirmation | Service confirmation and feedback about time, material, and expenses supported. | CATT | |||
| Contract Management | Use and selection of the appropriate contract for delivered service requests. | ||||
| Available to Promise Check | Check availability of Service (people, material, skills, etc.) | APO or R/3 | |||
| Status Management | Manage status information of various products and contracts. | ||||
| Employee Availability | Information about employee availability | CRM-RPT APO |
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| Time Zone Control | Manage organizations in different time zones. | ||||
| Advanced Shipment | Support advanced shipment capabilities. | ||||
| Inventory Management | Manage inventory. | ||||
| Mobile- & Paging Usage | Use of various mobile technologies in order to communicate with the field service employees. | 3rd party software | |||
| Team Performance Analysis | Analyze team performance. | BW (2.1C) | |||
| Workload Analysis | Analyze Workload of individuals and team. | BW (2.1C) CRM-RPT APO |
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| Order Analysis | Analyze orders for potential (upcoming) service issues. | BW | |||
| Profitability Analysis | Analyze profitability of Service processing. | BW R/3-CO-PA |
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| Customer Order Tracking | Monitor and track customer orders. | ||||
| Work Confirmations | Exchange confirmation status information between center and field. | ||||
| Online Invoice Display | Display invoices on the mobile devices in order to get confirmation and to bill the service requester. |
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