Crm70 Ehp2 Service Ov v02

8/13/2019 Crm70 Ehp2 Service Ov v02

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Service Capabilities in SAP CRM

SAP EhP2 for SAP CRM 7.0Overview Presentation


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2011 SAP AG. All rights reserved. 2

Agenda

Business Environment

SAP Solution for Service

Highlights in SAP Enhancement Package 2 for SAP CRM 7.0

Customer SuccessWhy SAP?


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Agenda






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Customer

Todays customers are empowered like never before

Plenty ofchoices

Democratizationof information

Pricetransparency

Socialnetworking and

communities

Shift in negotiation power from Vendors to Customers

Evolution from Relationship Management to Total Experience Management

New communications and interaction channels to manage on top of traditional ones

Greater needs for adaptability and responsiveness

Implications


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Executives are faced with highly volatile economic

conditions and have to act quickly

VP of Sales

Immediately:

Capture maximum revenuefrom current opportunitiesand reduce cost of sales

Long term Objective:

Grow revenue and

market share

VP of Marketing

Immediately:Rapidly develop compellingoffers/pricing and launch to

market


Increase market share andmindshare

VP of Service

Immediately:Reduce cost of service,

revenue leakage and retainhigh value customers


Transform from a cost to aprofit center

CEOs Mandate Mitigate revenue and profitability risk

Rapidly reduce operating costs

Survive and emerge as a leader in the long-run


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Managing service cost and customer experience matter

more than ever before

Improve customer retention

Increase first contact resolution rate

Maximize field technician utilization

Minimize product returns

Drive revenue contribution

Reducing service cost andretaining profitable customers

are essential to thrive in an uncertain economic environment

Customer service and support is identified

as #1 focusfor CRM over the next 3 years

Improving c ustom er relat ionships: An integrated

approach.

- The Economist Intel l igence Un it , 2007


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Customer service trends and challenges

Top 3 reasons for switching vendors

Customer service representatives

lack of knowledge

Get a lower price elsewhere

Overall poor quality of the

customer experience

45%

53%

68%

Source: High Performance in the Age of Customer Centricity, Accenture 2008

Global Customer Satisfaction Report, November 2008

Stinting on customer

service is a common andsometimes costly

response to tougheconomic times. By

managing the customerexperience more

rigorously, companies canmaintain quality while still

saving money.

Maintaining the CustomerExperience , McKinsey Quarterly,

December 2008



What does this mean for your business?

Top executive issues

How do I maintain high customer satisfaction andretention?

How do I ensure customer problems are solved at the

first contact?

How do I maximize field technician utilization?

How do I minimize product returns to drive efficiencyand lower cost?

How can I drive revenue contribution from service?



Agenda







SERVICEMARKETING

SALES

Mobile

Powered by

SAP NetWeaver

End-to-end,Industry-specific

Processes

ANALYTICS

Web

Channel

InteractionCenter

PartnerChannel

Mgmt

CUSTOMER

Easy to use

Solves realproblems

Makes thecomplex simple

SAP CRMSimple and Powerful



Service Capabilities in SAP CRM

SAP CRM Service reduces cost of service while increasing customersatisfaction

It does this by providing a solution and platform that enable managementand execution of the end-to-end service process.

CustomersFind information and

communicate withsupport agents

Field TechniciansEquip to finish the job inone visit, achieving SLAand satisfying customers

Support RepEverything needed toserve customers on a

single screen



Service Solution Overview

Customer

Parts

Logistics

& Finance

Warranty

& Claim

Management

Service

Contracts

Returns &

Depot Repair

Customer

Service &

Support

Installed

Base

Management

Sales &

Marketing for

Service

FieldService

Management

SAP delivers a solution for best-runservice

Sales & Marketing for Service

Service Contracts

Installed Base Management

Customer Service & Support Field Service Management

Returns & Depot Repair

Warranty & Claim Management

Parts Logistics & Finance

This is complemented by

Capabilities for collaboration, analytics, andprocess optimization

Enablement of all communication channels



Sales & Marketing for ServiceMaximize service revenue

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &

Marketingfor Service

Field

Service

Mgmt.

Generate &

qualify leads

Develop service opportunities

Plan & execute

install base

campaigns

Generate & process

quotations

Define customer

segmentsCreate

service catalog

Business Process

Campaign to Order

Capabilities

Service marketing &campaigns

Lead and opportunity

management Quotation management

Solution business

Cross- and Up-Selling

Benefits Grow service revenue by

marketing and selling serviceeffectively

Create differentiation throughsolution-based selling

Increase pipeline visibility byproactive service contractrenewals

Drive effective cross-sell andup-sell



Service ContractsSustain long term profitability

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

MonitorSLAs

Setup contracts

Call for services

Negotiate terms

& conditions

Invoice customers

Manage service

contracts

Initiation to Renewal

Capabilities

Service agreement

Contract management

Contract renewal

Service level management

Service plans

Usage-based contracts

Benefits Offer customized service

packages

Achieve consistent SLAcompliance

Eliminate service leakagethrough entitlement checking

Drive recurring revenuestreams



Installed Base ManagementKnow your customer setup

Sell products

Deliver products

Install

products

Perform maintenance

Monitor

installed

bases

Scrap or

replace products

Manage Installed Base

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business ProcessCapabilities

Installed base lifecyclemanagement

Multi-level structuring,

individual attributes Logistics integration

Counter readings

Planned maintenance

Historical information

Benefits Have up-to-date information

of customer landscape

Increase uptime by deliveringproactive service

Reduce broken calls throughaccurate BOM information

Gain insight into up-sellopportunities



Customer Service & SupportReduce cost of service while enhancing customer satisfaction

Receive service requestsor complaints

Assign &

escalate

Analyze &

resolve problem

Share

knowledge

Follow-up &

complete request

Request to Resolution

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

Benefits Reduce cost of service and

deliver differentiated service

Increase first contactresolution rate

Increase customer loyalty andretain profitable customers

Superior service throughmultiple interaction channels

Capabilities

Multi-channel support:Interaction center, E-Service,Partner Channel Service

Service request & complaintmanagement

Dispatching and monitoring

Knowledge management

Case management



Field Service ManagementMaximize field service efficiency

Invoice

customers

Execute

service order

onsite

Assign &

schedule

technicians

Confirm

service order

Plan service execution

Field Service

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

Benefits Increase field technician

utilization

Make more calls by improvingdispatch productivity

Reduce cost of service withoptimal assignments

Minimize day salesoutstanding

Capabilities

Service order management

Plan tasks, parts and tools

Availabilities and

qualifications

Scheduling solutions

Mobile Field Service App

Flexible billing options


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Returns & Depot RepairReduce future returns and increase efficiency of return process

Plan repair

Receive request

for returnsProcess

returns

Perform

technical

check

Perform repair

Return products

to customers

Invoice

customers

Depot Repair

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

Benefits Improve product quality

though proper returnsdiagnosis

Enhance visibility of repairpipeline

Reduce costs by detectingunnecessary returns

Increase efficiency of returnprocess

Capabilities

Repair order management

Returns handling & tracking

Advanced Returns

Management

Cost estimate and repairquotation

Loaner management

Quality notifications


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Warranty & Claim ManagementIncrease efficiency of warranty & claim process

Receive warranty

claim

Reimburse

customer

Receive vendor

reimbursement

Post

credit

Validate

warranty

claim

Submit claim to vendors

Claim-to-Reimbursement

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

Benefits Increase efficiency of claim

management & processing

Maximize supplier recoverythough tiered claims

Capture customer informationthrough warranty registration

Reduce payout of fraudulentclaims

Capabilities

Customer & vendor warranty

Product & warrantyregistration

Recall handling

Warranty claim processing

Reciprocal claims againstsuppliers

Credit and debit posting


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Parts Logistics & FinanceSimplify end-to-end service management

Create Parts

order

Pick, pack,and ship

Bill for orders

and determine

service costs

Check available-

to-promise and

procure parts

Process returns

Parts order to

replenishment

Replenish

stock

Customer

Parts

Logistics& Finance

Warranty

& Claim

Mgmt.

Service

Contracts

Returns &

Depot

Repair

Customer

Service &

Support

Installed

Base

Mgmt.

Sales &


Field

Service

Mgmt.

Business Process

Benefits Increase flexibility and

efficiency with partprocurement

Gain visibility of part availabilityand minimize sourcing delays

Gain insight with accuratecost information

Minimize delay in invoicingcustomers

Capabilities

Purchasing

Van stock management

Service parts planning and

management

Accounting & cost allocation

Billing/invoicing


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AnalyzeGain insight and optimize

Customer

Parts

Logistics

& Finance

Warranty

& Claim

Management

Service

Contracts

Returns &

Depot Repair

Customer

Service &

Support

Installed

Base

Management

Sales &

Marketing for

Service

Field

Service

Management

Benefits Easy access and simple to use

Gain instant insight into yourservice business performance

Plan with more accurateforecasting of future demand

Fine tune your operations forgrowth

Capabilities

Planning & forecasting

OLTP reporting

OLAP analytics

Templates for building newreports

SAP BusinessObjectssolutions


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Collaboration and Channel IntegrationCollaborate without Boundaries

Customer

Parts

Logistics

& Finance

Warranty

& Claim

Management

Service

Contracts

Returns &

Depot Repair

Customer

Service &

Support

Installed

Base

Management

Sales &

Marketing for

Service

Field

ServiceManagement

Benefits Have flexibility to meet

customer expectations

Easy to integrate & share data

Seamless collaboration withcustomers, partners andbetween employees

Simplify communication

Capabilities

Interaction Center

Business Communication Management

Web Channel E-Service

Partner Channel Service Management

SOA enabled


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Agenda




Customer Success

Why SAP?


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SAP CRM 7.0 EHP2Service CapabilitiesWhats New in Service

Customer

Parts

Logistics

& Finance

Warranty

& Claim

Management

Service

Contracts

Returns &

Depot Repair

Customer

Service &

Support

Installed

Base

Management

Sales &

Marketing for

Service

FieldService

Management

Interaction Center:

Leasing: Account identification Utilities: Account identification Utilities: enhanced product

proposal

Utilities: integration of ERP Service

Performance improvementsBusiness Partner search

Performance improvement inpricing using group conditions

User-productivity in business

transaction item processing

Performance improvements Ibase display Leasing: Enablement of counters, service

plan and service order for Full Service

Leasing

Field Service Mobile (V1.0)

Advanced ReturnsManagement

integration


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Advanced Returns Management integration into SAP CRMProcess sequence

1. Initial creation of customer complaint in SAP CRM Object Complaint as main-item

Optional: maintenance of returns specific data

With / without reference to ERP data

2. Creation of return request

Return request as sub-item Mandatory: maintenance of returns specific data

3. Returns processing in SAP ERP Automatic and/or manual creation of subsequent documents per process step

4. Monitoring returns progress throughout the process in SAP CRM


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Advanced Returns ManagementIntegrated in CRM Complaint


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Advanced Returns ManagementFol low-up proc esses in ERP

The following documents can be createdmanually or automatically in AdvancedReturns Management: Returns Order & Returns Delivery

Goods Receipt

Warehouse Inspection & Logistical Follow-Up

documents (Goods Movement to Specified Stock /Scrap / Free Available Stock)

Credit Memo Request & Credit Memo

Outbound Delivery

Returns Purchase Order (to Vendor)

Invoice Verification (based on vendors materialinspection)

Returns Purchase Order for Direct Shipment

Returns Stock Transport Order

Subsequent Delivery Free of Charge (SDF)

Outbound Delivery for SDF & Goods Issue for SDF

Internal / External Repair Order


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Business Master Data Technical Master Data

Utilities Account IdentificationIdent i fy ing Bu siness and Technical Master Data


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The enhanced identification page can alsobe the entry page for all processes andoverviews, e.g. display contract, productchanges etc.

Utilities Account IdentificationAccess to all Processes and Overviews


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UtilitiesIntegration of ERP Service Notif ication


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UtilitiesIntegration o f ERP Service Order


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UtilitiesEnhanced Product Proposal


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UtilitiesEnhanced Product Prop osal - Packages


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LeasingAccoun t ident i f icat ion

=> If more than one object was found, thesystem displays a list of objects. If only oneobject was found, the system navigates to theobject details directly. If no object was found,the system displays an info message.


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LeasingEnablement o f coun ters, serv ice plan and serv ice order for Ful l Serv ice Leasing

Service Orderhas beencreated and is

interlinkedwiththe ServicePlan


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Agenda




Customer Success

Why SAP?


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Benefits Benefits of Service Capabilities in SAP CRM

Key benefits Proof points

Reduce cost by performingservice entitlement check Adobe

Adobeincreased their customer support productivity andreduced their cost by $1.6 million annually just byperforming entitlement verification as part of the supportprocess.

Reduce billing errors andduration while increase fieldtechnician efficiency

Francotyp-Postalia

Francotyp-Postaliaachieved full visibility of service-related orders and reduced associated errors and durationof billing cycle. They also improved scheduling andefficiency of field service technicians.

Increased service revenueand reduced DSO

Waters

Watersincreased $2 million service plan sales throughproactive contract renewal using SAP CRM. They alsoreduced their invoicing period, the period between the

completion of the service order and the invoice beingissued, from 14 days to 1.

Improved customerexperience throughproactive service

NetAppNetAppwith 2800 users and high transaction volumesgenerates the majority of service orders as touch freethrough device diagnostics

SAP 2010 / SAP CRM Service Overview, Page 37


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Agenda




Customer Success

Why SAP?


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Why SAP?

Integrated end-to-end service capability,with front-end visibility into back-endoperations

Complete, consistent service operationsacross all contact channelsinteraction

center, e-mail, Web, field service, andchannel service

Pre-built integration with SAP BCM, SAPCTI and IP-based communicationinfrastructure solution

Leverage sales and marketing capabilitieswithin SAP CRM for effective sellingservices and related products

Built-in analytics and SAP BusinessObjects platform for deep business insights


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SAP Business SuiteOptimize and execute business and IT strategies in a world of accelerating change

InsightImprove visibility, empower

better decision making

FlexibilityExpand and innovate

without disruption

Improve efficiency in yourbusiness, run industry specific

mission-critical processes

Gain freedom, expand ondemand, select innovation on

one open platform

Execute best-practices andrealize end-to-end visibility

across your global enterprise

EfficiencyImprove your mission critical

business processes

SAP Business Suite

SAP NetWeaverIntegration

SAP NetWeaverComposition

Enhancement

packages

SAPSRM

SAPCRM

SAPSCM

SAPPLM

SAPERP

Enhancement

packages

Industry

Applications

Complementary

Applications


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Thank You!

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Crm70 Ehp2 Service Ov v02

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