CRM7 Service Ovevriew
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Transcript of CRM7 Service Ovevriew
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SAP CRM 7.0 ServiceNews & Overview
Version 1.1, September 2008
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SAP 2008 / Page 2
SAP CRM 7.0 Service
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
Overview & News
SAP CRM 7.0 Service Management
Links
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SAP 2008 / Page 3
SAP CRM ServiceThe complete portfolio
SAP delivers best-run service management
Service Sales & Marketing
Service Contracts & Planning
Installations & Maintenance
Customer Service & Support
Field Service Management
Returns & Depot Repair
Warranty & Claim Management
Service Logistics & Finance
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SAP CRM 7.0News in Service Management
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
Contract templates Contract renewal Contract change
processes and mass changes
Credit card payment Packaged service quotations
Functional location download Bill of material replication Enhanced authorizations
Service request and master requests
Knowledge articles IT service management
Resource planning: Geo-maps Alternative technician
information Technician self-service Usability enhancements
Automated warranty activation
Link to CATS time sheet Displaying cost
information
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SAP 2008 / Page 5
SAP CRM 7.0 Service
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
Overview & News
SAP CRM 7.0 Service Management
Links
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SAP 2008 / Page 6
Business Requirements
Solution Highlights
Service Catalogs
Service Marketing & Campaigns
Lead & Opportunity Management
Service Solution Selling
Service Sales and MarketingMaximize Revenue Potential
Knowing target segments and the after-sales service revenue potential
Utilize marketing and sales methods for service selling
Leverage existing communication and sales channels
Enhancing visibility of service leads and opportunities
Bundle customer specific service offerings
Increase service quotation turn rate
Lead Generationand Qualification
Opportunity Processing
Campaign Planning and
Execution
Quotations Management
Customer Segmentation
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service CatalogDefinition
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SAP 2008 / Page 7
Business Requirements Move from product to solution provider Utilize tailor-made service packages Ensure accurate forecasting of
revenue and required services
Handle incidents according to contractual obligations
Enable transparency of performance and profitability
Ensure long-term customer retention
Solution Highlights
Service Agreement
Contract Life Cycle
Service Level Management
Service Plans
Usage-based contracts
Service Contracts and PlanningLong-Term Profitability
Monitoring SLAs
Contract Setup
Contract Calls
Offering and Negotiation
Billing
Enhancement /Renewal
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
Service Sales& Marketing
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SAP 2008 / Page 8
Installations & MaintenanceTransparent Installed Base Life Cycle
Business Requirements Real-time configuration and change
management Up-to-date installed base information,
for example, status as maintained Comprehensive and easily accessible
object information
Identification and serialization of technical objects
Entry and processing of meter readings
Installed Base history tracking
Solution Highlights
Life cycle management
Configuration and installation
Counters and readings
Remote Monitoring
Service Offering
Configuration &Deployment
Installation
Planned Maintenance
Monitoring
Scrapping / Re-sell
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 9
Customer Service and SupportDeliver Fast and On Promise
Business Requirements
360 view on customers, including Installed Base, contracts, interaction history
Automated business routing processes
Leveraging of state-of-the-art communication technologies
Seamless interaction across all communication channels
Easy accessibility and flexible provision of cross-company documented know how
Solution Highlights
Help Desk
Case Management
Service Request processing
Complaints processing
Knowledgemanagement
Service Requests & Complaints
Dispatch &Escalate
Analyse & Fix
Share Knowledge
Follow-up &Complete
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 10
Field Service ManagementEfficient On-Call Services
Business Requirements
Improve service response and delivery times while complying with quality standards
Ensure service parts availability Optimize utilization of service
engineers
Provide mobile accessibility of relevant information
Reduce operational service costs Collaborate closely along the
service supply network
Solution Highlights
Service Order Mgt
Availabilities & Qualifications
Resource Scheduling
Onsite Execution & Confirmation
Billing
On-site execution
Qualified Scheduling of
technicians
Confirmation
Order Planning
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 11
Move from product to solution provider Utilize tailor-made service packages Ensure accurate forecasting of revenue and
required services
Handle incidents according to contractual obligations
Enable transparency of performance and profitability
Ensure long-term customer retention
Returns & Depot RepairLean In-House Repair Process
Business Requirements
Enhance visibility of pending returns and repair order status
Optimize inbound, repair, and outbound logistics
Provide close collaboration across the repair service network
Comply with SLAs while considering repair quality standards
Enhance information supporting repair vs. replace decisions
Leverage repair information for quality improvement
Solution Highlights
Returns handling and serial number tracking
Repair Order Management
Loaner management
Quality managementRepair Planning
Return requestReturnsHandling
Technical Check
Repair execution
GoodsReturn
Billing
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 12
Move from product to solution provider Utilize tailor-made service packages Ensure accurate forecasting of revenue and
required services
Handle incidents according to contractual obligations
Enable transparency of performance and profitability
Ensure long-term customer retention
Warranty & Claim ManagementMinimize Costs and Efforts
Business Requirements Legal issue to track and repair serious
technical failures Validation of customer claims Cost reduction through supplier
warranty reimbursement
Use of warranty registration to better know end customers
Efficient collaboration with business partners
Automated warranty and claim processes
Solution Highlights
Customer and vendor warranty
Product and warranty registration
Recall handling
Warranty claims processing
Warranty Claim
Customer Reimbursement
VendorReimbursement
Credit Posting
Warranty Validation
VendorIntegration
Customer
Service Logistics & Finance
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 13
Business Requirements
Identify Profitability of Service provided
Monitor service revenues & expenditures
Identify and solve supply chain challenges quickly and proactively
Instantly confirm global availability and source of parts across the network
Solution Highlights
Purchasing
Accounting & Cost allocation
Billing
Van Stock Management
Service Parts Management
Service Logistics & FinanceIntegration to ERP
Customer
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 14
CollaborateTechnology enabled collaboration processes
Business Requirements
Seamless integration of internal and external partners
Support all communication channels
Frictionless internal processes
Real-time collaboration with customers and vendors
Proven & scalable technology
Solution Highlights
Multichannel Service
Interaction Center
Mobile Service
Self Service
Partner Channel
SOA ready
SAP NetWeaver Technology
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 15
AnalyzeAccurate Information for Right Decisions
Business Requirements Analyze customer requirements Evaluate technical and business
information Enable real-time access to
management information
Consolidate information coming from different sources
Enact individual information provision
Simplify access to ensure high usability
Solution Highlights
Planning and forecasting
OLTP Reporting
OLAP Analytics
SAP Business Intelligence
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 16
OptimizeContinuously improved Service
Business Requirements
Increase business process efficiency
Help ensure high usability
Adopt the solution to your needs
Improve service-specific key performance indicators
Solution Highlights Easy and flexible user
interface
Workflow optimized processes
Actions & Alerts
Rule based process configuration & customizing
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
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SAP 2008 / Page 17
SAP CRM 7.0 Service
Customer
Service Logistics & Finance
Warranty& ClaimManagement
Returns & Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts& Planning
Service Sales& Marketing
Overview & News
SAP CRM 7.0 Service Management
Links
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SAP 2007 / Page 18
SAP CRM Service ManagementLinks
SAP CRM Solution Briefs, Success Stories, Brochures, White Papers, www.sap.com/crm
SAP CRM Ramp-Up Knowledge Transferhttp://service.sap.com/rkt-crm
SAP CRM Communityhttp://sdn.sap.com/irj/sdn/bpx-crm
SAP CRM Documentationhttp://help.sap.com
SAP CRM: Service PMFhttp://smart.sap.corp:1080/smart//download.asp?f=112964&v=66550&s=5
SAP CRM: Service Solution Overview Detailedhttp://smart.sap.corp:1080/smart//download.asp?f=77596&v=49494&s=5
SAP CRM: Service Solution Briefshttp://smart.sap.corp:1080/smart//download.asp?f=74365&v=42299&s=5
SAP CRM: Service One-Pagerhttp://smart.sap.corp:1080/smart//download.asp?f=78691&v=50111&s=5
SAP CRM: Customer Referenceshttp://smart.sap.corp:1080/smart/media_links.asp
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SAP 2008 / Page 19
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