SAP CRM 2007 - STP Consulting, Inc. · SAP CRM 2007 Overview SAP CRM 2007 – Interaction Center...

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SAP CRM 2007 Overview SAP CRM 2007 – Interaction Center Overview

Transcript of SAP CRM 2007 - STP Consulting, Inc. · SAP CRM 2007 Overview SAP CRM 2007 – Interaction Center...

Page 1: SAP CRM 2007 - STP Consulting, Inc. · SAP CRM 2007 Overview SAP CRM 2007 – Interaction Center Overview ... Telephony Postal letters Web IVR E-Mail Customer Basic analytics IC management

SAP CRM 2007Overview

SAP CRM 2007 – Interaction Center

Overview

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© SAP 2007 / Page 2

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Interaction Center Environment

Seamless interactionacross all channels

Blended analyticsCommunication-

enabled enterprise

Virtual agents andoutsourcing

Flexible deploymentoptions

Evolution of interactionchannels

Customers choose the interaction channel© SAP 2007 / Page 3

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© SAP 2007 / Page 4

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Interaction center: analytics

Interaction Center: capabilities

Web E-MailTelephony Postal letters IVR

Customer

Basic analytics

IC management

E-Mail ResponseManagement

Process modeling andagent guidance

Communication channels

TelesalesAccount and contact

management

Lead and opportunitymanagement

Quotation andorder management

Customer serviceCustomer service

and support

Complaint management

Help desk &Shared services center

Telemarketing

Campaign execution

Lead management

Personalization

Process-based analytics Blended analytics Profitability analytics

Interaction Center – Scenarios and Processes

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1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Interaction Center – Agent Desktop

Alerts Communication informationAccount infoScratchpad

Navigationbar

Toolbar

Broadcastmessages

Workspace

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Overview of Interaction Center Agent (1/2)

Account IdentificationThe account identification screen allows agents to search for and identify,display, change and create accounts, their related partners as well as relatedobjects like registered products

Account Fact SheetThe Account Factsheet (AFS) gives the agents access to the most relevantcustomer related information, e.g. service ticket history, sales history, openmarketing campaigns, ...

Interaction RecordThe Interaction Record allows agents to log all inbound and outboundinteractions (phone calls, e-mails, chat, ...)

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Account Identification

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Overview of Interaction Center Agent (2/2)

Agent InboxThe Agent Inbox is a universal inbox for e-mails, fax, letters, CRM businesstransactions (service tickets, sales orders, ...), ERP sales orders, cases, andworkflow items

Email editorThe e-mail editor allows agents to handle inbound and outbound e-mail, usingpre-defined responses, e-mail templates, and solutions from the knowledgedatabase

Interactive ScriptingInteractive scripts help interaction center agents by leading through certaininteractions they have to do while working with customers

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Interactive Scripting – Guide Agents ThroughService Calls

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© SAP 2007 / Page 12

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Interaction Center – Sales and Marketing (1/2)

SAP ERP Sales OrderCRM Interaction Center user interface directly linked to ERP sales ordermanagementCombines ERP sales functionality with CRM marketing product proposals

CRM Sales Order and Sales TicketSales Order for B2B environments focusing on fast entry of high numbers of lineitems.Sales Ticket for B2C grouping all relevant data on one screen

Product Search and Product ProposalsProduct search is supported in various flavors: a standard product search, acatalog and a campaign based product searchSales orders integrate with the product proposal strategies of SAP CRM Marketinglike cross, up/down selling and Real Time Offer Management

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CRM Sales Order

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Interaction Center – Sales and Marketing (2/2)

Complaint HandlingComplaint handling allows agents to trigger a replacement delivery free of chargeor a credit memo in case a customer reports a quality issue related to a soldproduct

Call List ExecutionCall lists originating from marketing campaigns and other sources can be executedby agents in the interaction center

Interactive Scripting and Lead ManagementInteractive scripts support agents in the communication process by providingquestion and answer recommendationsData from scripts and surveys can be passed to customer master data or tomarketing leads in the background. In parallel an interaction center screen enablesagents to directly maintain and qualify leads

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Lead Management

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© SAP 2007 / Page 17

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Interaction Center – Service (1/2)

Service order managementAllows agents to perform deep technical analysis of a reported technical problemincluding multi-level categorization, and assign the correct services and spareparts

Service ticket managementAllows agents to report any service request and perform end-to-end servicesupport within defined Service Levels

Complaint managementEnables the agent to quickly and efficiently create complaints related to areference document or object and fulfill the follow-on task, such as creation ofcredit memos or returns

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Service Ticket

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Interaction Center – Service (2/2)

Case managementAllows agent to easily cluster reported issues in tickets and orders (of thesame issue type), within one case. The agent can assign a ticket or order toan existing case or create a new case

Product RegistrationAllows agents to quickly search and maintain Installed BasesAllows agents to quickly search, maintain or create IObjects

Knowledge searchAllows agent to quickly identify solutions to known problems, and helps agentsto resolve service issues faster, often on the first call

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Installed Base Overview

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1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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SAP CRM Interaction Center provides a collection of applicationsthat drive both operational and management excellencefor interaction center managers:

Manager dashboardMonitors call center volume and agent activityEnsures coverage is adequateSets personalized thresholds and alerts managers if they are crossed

Analytics and monitoringEnsures service levels are being met or exceededBlends communication and business within reporting and monitoringIdentifies sudden trends and react appropriately

Management tools and applicationsProvides business user access to administrative functionalityProvides agent guidanceProvides central modeling tool for routing business documents

Interaction Center Management Strategy

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Monitoring and managingManager dashboardCall listsBroadcast messaging

Knowledge managementCreates solutions to problemsBuilds schemas for multilevelcategorizationCreates standard responses for incoming e-mail

Process modelingInteractive scriptingBusiness rules for e-mail response management andservice ticket routing

ReportsIncluding key interaction statistics such as Call volume, SLA compliance,average handling time, and abandonment ratesCampaign success rates and service contract profitabilityBlended analytics with or without CTI allowing drilldown into statistics by category

SAP Interaction Center Management

ProcessModeling

Analytics

Knowledge Mgmt.

Monitoring andManaging

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E-Mail Status

E-Mail Status provides a daily snapshot of e-mail volumeand related statistics by group and agent.

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Example of Process-Based Analytics

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1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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E-Mail Response Management System (ERMS)

Rule-Based Handling of Incoming E-Mails and Web FormsRule-based routingAuto-acknowledge / auto-respondAuto-prepare (one-click response)Escalation notificationAutomatically create interaction record / service ticketLink incoming emails to existing service ticketAutomatic deletion (spam, out-of-office, and so on)

Administration, Simulation, Reporting & AnalyticsMass re-assignment of e-mailsSimulation and loggingReal-time monitoringHistoric analytics

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ERMS – Send Solution

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IC Service Automation

Enable Automation of Interaction Center Service Processes

Support multi-level categorization of service transactionsEnable solution auto-suggest for service issuesAuto-complete service ticket via templates (e.g., for reoccurring issues likepassword resets)Escalate/dispatch service transactions via business rules

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Service Ticket With Multi-Level Categorization,Auto-Suggest Solutions & Auto Complete

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Service Ticket Escalation via Rule Policies

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Intent-Driven Interaction (Rule-Based AgentGuidance)

Ensure customer interactions are processed according tocorporate standards via rule-based alerts, scripts,navigation, and other actions based on flexible IC events

IC Events – Define own IC events based on user interface actionsRule Policy – Use IC events and other business information to trigger alerts,launch scripts, add items to wrap-up list, or navigateAlert Editor – Create alerts with text variables and navigation

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Rule Policy: Create Rule to Trigger Alert

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© SAP 2007 / Page 35

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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Multichannel Communications (1/2)

Communication ChannelsTelephony

Screen Pop and Contact-Attached DataSoft-phone controlsAutomatic Number Identification (ANI)Dialed Number Identification Service (DNIS)Integration with Interactive VoiceResponse (IVR) units, and Voice PortalsIntegration with automated dialers forPredictive, Progressive and Preview dialing

Email, Fax and LetterScreen pop and Contact-Attached DataEmail Response Management (ERMS)Agent inboxIntegration with workflow for routing andescalation

WebText chat, Voice over IP, Call-me-back requestIntegration with E-service / Web self-services

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Multichannel Communications (2/2)

Analytics & MonitoringStatistics InterfaceInteraction StatisticsBlended AnalyticsStandard content for communicationand business based reportingIC Manager Dashboard

Email Response ManagementSystem (ERMS)

Rule based handling of incoming e-mails and webformsAutomatic routingAutomatic acknowledgement / responseAutomatic preparation of response

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TelephonyIntegration

Multi-channel Integration in IC WebClient

EmailIntegration

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Agent Inbox – Inbound E-Mail Handling

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Enable Communication-Enabled BusinessProcesses with SAP Business CommunicationsManagement

From isolated communicationsand systems silos …

SAPCRM

Manage distributed cross-functional resourcesLeverage corporate knowledgeProvide a seamless customer experience across channels

SAP BusinessCommunicationsManagement

Customers

Customer-facingemployees &systems

Datanetwork

Datanetwork

SAPCRM

Phone Mobile/SMS

E-Mail/Fax/Chat

ContactCenter

… to integrated all software-based Communication-EnabledBusiness Processes

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Improve Customer Interaction Handling by anIntegrated Agent User Interface

Accelerate, simplify and improvequality of business interactions throughBCM softphone integrated with SAP CRMInteraction Center

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BCM softphonefunctionalityintegrated withInteractionCenter toolbar

BCM softphonefunctionalityintegrated withInteractionCenter toolbar

BCM routesboth voice callsand push emailsto InteractionCenter agents

BCM routesboth voice callsand push emailsto InteractionCenter agents

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Browser Based SAP BCM Softphone

Personal presencemanagementPersonal presencemanagement

Active customerinteractions infoActive customerinteractions info

Real time queue viewincluding login statusmanagement

Real time queue viewincluding login statusmanagement

Special call handlingtools: e.g. recording,conference, callback,audio settings andquick dialing keys

Special call handlingtools: e.g. recording,conference, callback,audio settings andquick dialing keys

Call handling tools:answer, hold, transfer,consult, hang-up

Call handling tools:answer, hold, transfer,consult, hang-up

Link to Message PanelLink to Message Panel

Browser based BCM softphone offers comprehensive real time queuemanagement and monitoring functionality for agents

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© SAP 2007 / Page 43

1. Trends and Challenges – Interaction Center2. Interaction Center

2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details

3. Positioning and Benefits

Content

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SAP CRM Interaction Center drivesboth operational and managementexcellence to make every interactioncount

It does this by providing a platform that supportsmulti-channel customer interactions in the domain oftelesales, telemarketing and customer service.

ManagerDesktop

Agent Front End Infrastructure &Framework

Interaction Center Capability in SAP CRM

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Summary: Benefits of the Interaction Center

Better customer relationshipsThe entire customer interaction cycle is captured and tracked, starting with initialengagement and ending with fulfilmentObtain insights into customer behaviour and tailor offerings to match their needsGain competitive advantage by increased loyalty and retention

Unique integration capabilitiesSelect and flexibly deploy processes that suit your business needsIntegrate with existing SAP and non-SAP enterprise functions, including supply chainmanagement, product life cycle management, financial management, and HRmanagement

Do more with lessAutomated and streamlined processes reduce costsRevenue is increased through efficient customerinteractions and enhanced cross-selling and up-sellingopportunities

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Further Information

© SAP 2007 / Page 46

SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/solutions/business-suite/crm/featuresfunctions/index.epx

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