Sapphire SAP crm

7/30/2019 Sapphire SAP crm

1/23

SAPPHIRE 08 OR4135

May

5,

2008

SAPCustomerRelationship

Management(SAP

CRM)

at

EastmanChemicalCompany


2/23

SAPPHIRE 08 OR4135

Agenda

EastmanChemicalCompanyhistory

CustomerValue

Creation

WhyaCallCenterApplication

GettingStarted

ProjectReadiness

assessment

EastmanSAPLandscape

InteractionCenterwithinSAPCRM

360 Views

Projectrequirements

Learnings


3/23

SAPPHIRE 08 OR4135

Eastmanhistoryataglance Tennessee

Eastman,

aDivision

of

EastmanKodak: Beganin1920whenGeorgeEastman

acquiredwooddistillationplantinKingsport,TN,apartofEastmanKodak.

Spun

from

Kodak

in

1994;

independently

tradedcompanyontheNYSE,EastmanChemicalCo.(EMN)

EastmanChemicalCompanytoday

Global

manufacturer

of

chemicals,

plastics

andfibers

Leadingproducerofdifferentiatedcoatings,adhesives,andspecialtyplasticsproducts

Leadingsupplierofcelluloseacetatefibers

ProducesPETpolymersforpackaging

Corporateheadquarters

in

Kingsport,

Tennessee

Fortune500companywithsalesof$6.8Bandapproximately11,000employees


4/23 SAPPHIRE 08 OR4135

CustomerValueCreation

CustomerValueCreation(CVC)isaninitiativethat

transforms

the

interface

with

the

customer FocusonbusinessprocessesandenablingITsolutions

Effectivelymanagethecustomerexperience

Support

growth

by

delivering

enhanced

capabilities

CVC=CRM+OtherCustomerRelatedInitiatives

EastmanChemicalCompanylaunchedanewinitiativein

support

of

corporate

growth

strategies



KeyDecisions

9 Reviewof

the

Road

Map of

Initiatives,

sequence

9 UnderstandingSAPCRMreleasestrategy(5.0,5.x,rampup)

9 Alignmentwith

initial

Business

process

and

applicationneeds

DecisiontoimplementaCallCentersolution

InteractionCenter

within

SAP

CRM

Advancedtelephonycapability

CustomerValueCreation



Customer Value Creation

WhyaCall

Center

application?

Businessneed

First,

its

not

about

the

call

volume EastmanContactCenterslocatedglobally Roughly200agentsworldwide

ItisaboutunderstandingourinteractionwiththeCustomer ManagingCustomerService

StrategicCustomers

ProjectExecution FirstCRMapplication successimportant

Initialusers locatedlocallyvs.remote

Controlledgroup

pilot

sized

implementation

Establishedsolidworkingrelationship

Keyvaluedrivers Engine forthe360degreeviewofthecustomer

Precedent forcultural

change

new

processes

and

changing

roles




CRMGetting

Started

CRM:ITResearchInitiatives

Roughly14

Investigation

projects

/studies

to

set

direction

BestPracticesstudy

SolutionManager

UIinvestigation

Groupware,Duet

ContactManagement

PortalOptions

Analytics

Middleware Security

Basis

IPC

Etc.



MASTERDATA

StandardFunctionality

Customer,

Contacts

Employee

OverallMasterDataReadinessREDRED YELLOWYELLOW GREENGREEN

MaterialMaster

SalesOrganizationINFRASTRUCTURE

LandscapeArchitecture

TelephonyIntegration

Systemadministration

OverallTeamReadiness

HighAvailability

SupportStrategies

Out ofBox BUSINESSFIT

StandardICFunctionality

Customerfollowup

Reporting

OverallTeamReadiness

TransactionProcessing

Fax/Email

management

ConductedaRampup ProjectReadinessAssessment




Rampup Project

Readiness

Assessment

Actions

BestPracticeMethodology

SAPSolutionManager4.0selected

GeneralScope

Interactionmanagement(voice/email)

UsingstandardinteractioncenterWebclient(ICWC)withinSAPCRMsolution

development

for

gaps TaskManagement

Using(ICWC)groupwaresolutiondevelopmentforgaps

Infrastructure

Appliedfor

SAP

CRM

ramp

up

program

SAPCRM5.2release(2006s.2)BasisLandscape

AdvancedTelephony(CTI)study

SAPBusinessCommunicationsManagement5.5selected


10/23

SAPPHIRE 08 OR4135


Rampup Project

Readiness

Assessment

Actions

SAPBusinessCommunicationsManagement5.5

Independentstudy

of

available

CTI

solutions

Keyselectioncriteria

9RequiredSAPCertified

9PreferredSwitch

independent

9GloballyScalablesolution

9CRM5.2integration

9SAPNetWeaver

BI

integration,

blended

analytics

9Outofboxmonitoringandreporting

9VendorSupport


11/23

SAP

ECC5.0

SCM PMM BI

TELEPHONYVoIP

OtherSAP

Eastman Chemical CompanyBasic SAP Landscape

IC WebClient

PBX

In-boundCalls

Analytics

Gatewayappliance

Analogconversion

CRM5.2

IC WebClient

BCM5.5

AdvancedTelephony


12/23

SAPPHIRE 08 OR4135

AdvancedCSRCockpit InteractionCenter

Delivering

and

Enhancing

Business

Processes

and

Systems

BuildingtheframeworkforCSR360 View

ofthe

Customer

Providingintegratedtelephony(screenpops)

Capturinginteractionactivitieswiththecustomer

Voice

Email

Followupmanagement

Makinginformation

available

to

key

account

teammembers

Whatsitlooklike?


13/23

SAPPHIRE 08 OR4135

CSRAdvancedCockpit InteractionCenter

IncomingCustomer

Call


14/23

SAPPHIRE 08 OR4135


AdvancedTelephony

Identifies

Incoming

Caller

and

Account


15/23

SAPPHIRE 08 OR4135


CustomerRequests

Change

Action

Taken/

Recorded


16/23

SAPPHIRE 08 OR4135

SalesRep360 View


17/23

SAPPHIRE 08 OR4135

SalesRep360 View


18/23

SAPPHIRE 08 OR4135

360 Views

AGlimpse

of

the

Future

InteractionsTelephoneCalls,Faxes,emails

Activities

Tasks,

Specials

Requests Opportunities

CallReports

PipelinePerformanceManagement

ActiveComplaints

AccountandContactManagement

Forecasting

LinkstoContracts

ReportsandOtherApplications

CustomizedtoRoleandIndividualAvailable AnywhereinRealTimeon

PCsandSmartPhones


19/23

SAPPHIRE 08 OR4135


ICWC2006s.2

using

SAP

Business

Communications

Management

EastmanChemicalCompanyhistory

CustomerValue

Creation

WhyaCallCenterApplication

GettingStarted

ProjectReadiness

assessment

EastmanSAPLandscape

InteractioncenterwithinSAPCRM

360 Views

Projectrequirements

Learnings


20/23

SAPPHIRE 08 OR4135

ProjectRequirements

Schedule/sourcingat

aglance

CoreteamEastmanandSAP ProgramManagementoversight

ProjectManager

(co

lead)

ITLeadandBusinessLead Scripting/IntegrationTesting

SolutionManager Foundation/Blueprinting

CRM

Basis CRMMiddleware CRMSecurity CRMICWebFunctional BCMLead/Functional BCMTechnical IC

WebClient

Developers

CRP

317

ConfigureAdvancedTelephonyBCM

EastmanInteractionCenterinitiative implementationprojection

Jan Feb

Blueprintsolution

ProjectRealization

ConfiguretheICWebClientsolution

Prodactivation

Mar

FinalPrep(Deployment)

Integratedtesting // Training

Rampup;CRX;BCMx CRD

Aug

SolutionManager

Telephony (BCMpilot)

CRQ

Sep Oct Nov Dec


21/23

SAPPHIRE 08 OR4135

ProjectLearnings

Corporatestrategyfit Organizationalalignment

Changemanagement

CRMproductcapabilities

MasterDatareadiness Implementationpartner Process

modeling

and

methodology

Riskassessment,riskmanagement

Teamdefinition,roles,rulesofengagement

Understandtechnologymix/integration Phonevendor,Gatewayappliance,SAPCRM,SAPECC,SAPBusinessCommunicationsManagement,I.E7.0;computerHW,headsets;MicrosoftOutlook;exchangeserver;security

Thoroughscripts,becertain

Replicateproduction,

test,

test,

test


22/23

SAPPHIRE 08 OR4135

Questions?

John Thompson CVC Initiative [email protected]

Craig Niermann CVC Program [email protected]

Ac c ess SAPPHIRE 08


23/23

Ac c ess SAPPHIRE 08

Orlando Onl ine

www.sap.com/us/sapphire

Watch video recordings, download audio filesin MP3 format, and view the slides fromall keynotes and presentation sessions.

Sapphire SAP crm

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