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CRM7 Service Ovevriew

Transcript of CRM7 Service Ovevriew

  • SAP CRM 7.0 ServiceNews & Overview

    Version 1.1, September 2008

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • SAP 2008 / Page 19

    Copyright 2008 SAP AGAll Rights Reserved

    No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

    Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

    SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, SAP Business ByDesign, ByDesign, PartnerEdge and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

    The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

    SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.

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