SAP CRM Service News & Customer best choice

Frederic REBEL, Associate Director, Extensi June 2st, 3rd 2009

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 2

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 3

The Service Process

Make ongoing adjustments

Service request
Service Sales & Marketing Inquiries received across channels (phone, web, email, etc.) Route to appropriate contact

Quote & order

Quote and order management Service contract and change management Warranty and claims management Cross-sell & Upsell

Schedule & dispatch

Assignment and scheduling Dispatch Predictive / Preventive Maintenance Mobile notification and updates

Execute & confirm

Field service In-house repair and depot repair Service parts management

Bill & analyze

Financial management Billing Reporting & Analytics

Track service performance

SAP 2008 / Page 4

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 5

Service Management News Highlights

SOA enablement New partner solutions

Credit card payment Packaged service quotations

Link to CATS time sheet Displaying cost information

Service Logistics & Finance Warranty & Claim Management Service Sales & Marketing

Contract templates Contract renewal Contract change processes and mass changes

Automated warranty activation

Service Contracts & Agreements

Customer
Returns & Depot Repair Installations & Maintenance

Field Service Management Customer Service & Support

Functional location download Bill of material replication Enhanced authorizations

Resource planning: Geo-maps Alternative technician information Technician self-service Usability enhancements
SAP 2008 / Page 6

Service request and master requests Knowledge articles IT service management

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 7

Service Management

Whats new in CRM 7.0

Advanced Contract management
Offering Solution lifecycle and Change process Package Quotation Execution Enhanced Date Management Automatic Warranty Activation Contract Start Maintenance Product List and Price Agreement Proposal Service Contract Template

Some Customer-driven enhancement

ERP Download Equipment, Material and Functional Location BOMs Product Proposal using ERP Materials and BOMs Display of ERP Sales Order and Process Controlling from Transaction History IBase Authorization Serial Number Integration Costing Information for Service and Sales Transactions Payment Card Processing

Resource Optimization
Resources Assignments Resource planners work Informing work force and work Confirmation

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 9

Advanced Contract Management Along the Solution Lifecycle

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Package Quotation: Quotation Document

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Automatic Warranty Activation

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Automatic Contract Start

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Product List Proposal

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Proposal of Price Agreements

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Service Contract Templates

Service Contract Templates
Service Contract Templates for creation of follow-up single contracts Predefined contract structure and conditions

SAP 2008 / Page 16 2007

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 17

Download of Equipment, Material and Functional Location BOMs I

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Display of ERP Sales Order and Controlling Information from Transaction history

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Serial Number Integration

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Costing Information for Service and Sales Transactions

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Payment Card Processing With CRM Billing

SAP 2008 / Page 22

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 23

Resource Planning in mySAP CRM

Schedule appointment Request service

Monitor assignments and resolve conflicts

2 1
Analyze costs and revenues

Service order management with resource planning

Accept and execute assignment Perform confirmation Approve confirmation, assign costs

8
Perform billing

5 7
SAP 2008 / Page 24

Resource Optimization
New Features at a glance
Technician Information
Automatic Assignment Release Alternative Technician updated External Service Provider Rescheduling
Resource area

Appointment Scheduling
Based on Service area or Service Team
Demand area

Geo-system Integration
Maps & Routes integration
Assignment overview

Technician Self Service

Job Tracking, Assignment List and Time Allocation maintenance

Assignments
Time and status dependent Color Codes Flexible assignment creation

SAP 2008 / Page 25

Appointment Scheduling & Assignments

The appointment scheduling scenario
Provide a choice of possible appointments to a customer using: Interaction center E-Service scenario Back-Office Takes into consideration Business partner details (availability, required qualifications) Demand or SLA duration Customer required start/end dates Qualifications Service Area or Service Team
Appointment interval group
Strategy

* *

Appt Interval Group

Customer wish

List of appointments

The corresponding assignment object

Is a time related connection between:
A resource A demand Creation of assignment:

Automatic scheduling on order save Appointment offering in all channels Manually in Resource Planning Application (RPA) Scheduled in RPA
SAP 2008 / Page 26

Map Integration and Routing

Marked assignments Marked resources Marked demands Route of technicians day Send route to technician via e-mail Additional map functionality, like zoom, street, satellite, hybrid card

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Groupware Integration

Assignments can be displayed in the respective service employee calendar(s) Time allocations maintained here have an impact on resource availability and can be displayed in the CRM RPA Supported for Lotus Domino and Microsoft Exchange products

SAP 2008 / Page 28

Confirmation Creation

Online
Follow-up document of service order Using assignment application Customer application (SOA)

Offline
Mobile Client

SAP 2008 / Page 29

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 30

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 31

Extensi: Recommendations

Business Communication Single point of contact Multi-channel (fax, email, Tl., chat) IVR Menu for routing

Teleservice Agents groups based on competencies

Interaction center management Multi-level categorization provides precious information that will guide CRM autoreactions

Customer service Multiple standard scenario: - Service ticket - Service order - Complaints All Business flows models supported by SAP CRM standard documents

Customer Billing Contracts and Services are billed through standard billing process

Financial Backend Any financial Backend SAP CRM can be used as a global application w/o consideration of backend technology

Knowledge search for quick resolution

Auto determination of Responsible service employee

Intent Driven Interaction drives agents trough systems

Dead lines and escalation will guarantee service level Global deployment. SAP CRM Guidelines Customer is not struggling with multiple contact data. Ensure good matching bw internal resources competencies and customer issue. Customer contact: management: 100% answering 100% tracking No questions w/o answers SAP CRM Service is used independently of Backoffice technology. All countries, any subsidiaries can be deployed through one SAP CRM.

SAP 2008 / Page 32

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 33

Bouygues Telecom scenario: Interaction Center

Business Communication Unique Telephone Number IVR records customer identity Telesales support Customer identity is displayed Agent check contact name Agent Record contact data details Agent answer customer Teleservice Agent categorize customer contact as a service request Agent create predefined service process Customer Service Groups of agents are reached Manager is responsible of service resolution lead time Service employee is automatically assigned Interaction center management Multi-level categorization

Predefined responsible groups

Dead lines and escalation will guarantee service level

Single point of contact. Final customer is in front of reseller during the call

Agent knowledge is key for sales process support.

Agent is supported for qualifying and route customer request

Customer contact:: 100% answering 100% tracking No questions w/o answers

Interaction center management is mainly drive by business people

SAP 2008 / Page 34

Agenda

1. Service Management Introduction

1.1. The Service Process 1.2. News Highlights

2. Service Management News in Details

2.1. Advanced Contract management 2.2. Some Customer-driven enhancements 2.3. Resource Optimization

3. Customer Feed-back
3.1. Extensi: Recommendations 3.2. Bouygues Telecom Scenario Interaction Center 3.3. Bouygues Telecom Migration Steps

SAP 2008 / Page 35

Moving Steps to SAP CRM 2007 Key Building Blocks 3 Phases

Evaluation
Value Proposition

Planning
Migration Assessment

Execution
Project

SAP CRM Win back

Introduction to the New SAP CRM Value of SAP CRM End-to-end Process

Data Model Migration UI Migration Plan Functional Enhancements Technical Installation Solution Migration

Approach
Evaluate new SAP CRM 2007 capabilities regarding existing software Complete End-to-End processes & clear platform strategy Standard delivered ECC backend integration Due to Flexible data model is equivalent to any CRM on the market Assess current status, business objectives, and requirements and deliver migration plans Execute technical installation and solution migration

SAP 2008 / Page 36

Migration Steps for SAP CRM 2007 Skills and Roles

Small team size is adapted to fast implementation of project areas. Global project will gain by going through a succession of successes. Having a good team mix and the right skill sets both from Bouygues and Extensi are important key factors to the success of the project.
Bouygues Telecom Project Manager Migration Lead
as Single Point of Contact

Team

Extensi On-site Team

Remarks

1 1 1

1 -

Depending on size of effort, this is combined with migration lead position. Responsible for communication between old and new CRM solution team

Project role

Business Owner Basis Consultant Development Consultant Functional Consultant

Depending on need of technical skills.

2 1 1

Customer should scale to have most possible knowledge transfer. Knowledge transfer.

SAP 2008 / Page 37

Thank you!

SAP 2008 / Page 38