SAP CRM rapid-deployment solution V6.703 April 2014 Customer Master Presentation - Contents Solution at a Glance Solution in Detail Package Deployment Software Products and System Landscape Purpose of this asset: This asset is a collection of slides that can be used by SAP and Partners for presentation to customers. It contains only information for the package and should be adapted as needed. More information on SAP Rapid Deployment solutions in general can be found on SAP Service Marketplace. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 2 At-a-Glance: SAP CRM rapid-deployment solution Ready to run, a solution with fixed scope, predefined services at a predictable price with the flexibility for future extension Business Requirement What is my pain? Show lack of reporting performance as well as high data latency Use of complex IT landscapes and increase in IT workload Help ensure a quick ROI Determine where to start and how to find the right CRM solution Provide investment security and eliminate risk Solution Solution description The SAP CRM rapid-deployment solution brings together software and services to give you essential marketing, sales, and service functionality, powered by superior loading and reporting performance and real-time data access through the in-memory technology of SAP HANA. What are my needs? Fast, simple, and smooth automation of CRM processes Ÿ Flexible choice of functionalities based on building-block concept Further enhancement and upgrading possible at any time Reduced implementation costs and realization time Fixed-price model and preconfigured processes No database indices required Learn more Get essential CRM functionality – quickly and affordably © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 3 Overview Get essential CRM functionality – quickly and affordably Business challenges There is a solution Show lack of reporting performance as well as high data latency Use of complex IT landscapes and increase in IT workload Help ensure a quick ROI Determine where to start and how to find the right CRM solution Provide investment security and eliminate risk The SAP CRM rapid-deployment solution brings together software and services to give you essential marketing, sales, and service functionality, powered by superior loading and reporting performance and real-time data access through the in-memory technology of SAP HANA. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 5 Business scope covered Marketing Lean Campaign Management (includes Segmentation and External List Management) Lead Management Interaction Center for Marketing Sales Opportunity Management Pipeline Performance Management Quotes and Sales orders* Interaction Center for Sales IC Foundation Interaction Center for Service Request Management SAP HANA Agent Inbox Accelerator ** Foundation (Mandatory) Account and Contact Management*****, Activity Management****, Integration with customer’s SAP ERP system or master data import for CRM standalone deployment CRM Interactive Reporting & CRM Interactive Reporting based on SAP HANA Live*** *CRM Standalone deployment or with ERP for existing SAP SD customers. **Optional, requires HANA DB License for Accelerator and BOBJ License for Dashboard. ***Optional, requires HANA DB License for SAP HANA Live.**** Optional Microsoft Outlook integration, requires Desktop Connection for SAP CRM *****Optional duplicate check, requires HANA DB License © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 6 Benefits for you Business benefits Measurable success Fast, simple, and smooth automation of CRM processes Flexible choice of functionalities based on buildingblock concept Further enhancement and upgrading possible at any time Reduced implementation costs and realization time Fixed-price model and preconfigured processes No database indices required © 2014 SAP SE or an SAP affiliate company. All rights reserved. Create a more distinctive customer experience Drives more consistent, relevant interactions Capitalizes on customer insight with zero latency Highly ERP integrated business processes Superior reporting performance Real-time data access Customer 7 Solution in Detail Lead Management: Scope and benefits To accelerate revenue, Lead Management enables lead visibility and drives the processing of leads – from first visibility, through to qualification, to the sales cycle. By addressing sales leads in a timely manner, your team can optimize its sales generation activities, increasing the sales pipeline and compiling information related to identifying and qualifying leads that it can hand over to the pipeline and sales cycle. By using the guided procedure of the Campaign Wizard, a streamlined link between marketing and sales is established, which accelerates the process between first interest and sales. Improves response rates to customer requests Provides better understanding of customer needs High quality leads increase revenue generation Lead generation across all interaction channels Accelerates the process from first interest to closed deal Improves close rate by sales organization Reduces sales time and cost Capture, qualify, and distribute leads Track the progress of each lead through the system’s closed-loop monitoring © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 9 Lead Management: In the system Key functionality Create and Execute a Campaign for Lead Generation using the Campaign Wizard Check for generated Leads Create Leads Manually Qualify Leads Distribute Leads Transfer Leads to Sales Marketing Campaign Wizard © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 10 Lean Campaign Management: Scope and benefits This business process describes the planning, execution and analysis of a marketing campaign, for example in connection with a product presentation event. It includes list management capabilities to import external data such as purchased lists, and allows to create target groups with a graphical, interactive segmentation tool. It also includes the check for available Marketing Permissions that can be used as segmentation criteria during Target Group creation and are validated during Campaign execution. Manage and coordinate marketing activities globally, regionally, and locally Multi-channel support to ensure one face to the customer Leverage Business Intelligence and CRM analytical capabilities for improved visibility and insight into marketing operations Broad functional spectrum Modular, scenario-based implementation to ensure fast return on investment © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 11 Lean Campaign Management: In the system Key functionality Create overall Marketing Plan Plan Campaign Execute Campaign Monitor Campaign Waterfall Customer Segmentation © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 12 Activity Management using Desktop Connection for SAP CRM: Scope and benefits The Desktop Connection for SAP CRM is a Microsoft Outlook add-in that enables you to synchronize appointments, accounts and contacts between Microsoft Outlook and SAP CRM. Data can be transferred in both directions or in one direction only. Desktop Connection bridges the gap between how users work and how enterprise applications work by using the familiar Outlook UI, its online and offline capabilities and enhanced data quality. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Seamless integration into Microsoft outlook Offline frontend through Microsoft outlooks offline capabilities Desktop Connection for SAP CRM outlook add-in. Customer 13 Activity Management using Desktop Connection for SAP CRM: In the system Key functionality Create Accounts in Microsoft Outlook and upload to SAP CRM and vice versa Create Contacts in Microsoft Outlook and upload to SAP CRM and vice versa Create Appointments / Meeting Requests in Microsoft Outlook and upload to SAP CRM Inclusion of Attendees in the Meeting Invitations that are not created as Business Partners in SAP CRM. Display Appointments created in SAP CRM in Microsoft Outlook Calendar in sync with Microsoft Outlook © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 14 Opportunity Management: Scope and benefits This business process creates a framework for pursuing sales projects from the start, and monitoring their success as they progress. An opportunity goes through a sales cycle that is characterized by different sales stages. Different activities are carried out in each sales stage. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Provides the framework for presenting sales projects from the very start and tracking their progress Enables you to control the sales process Provides the basis for optimization of your enterprise: analysis and sales forecast functionality Customer 15 Opportunity Management: In the system Key functionality Create Opportunity Qualify opportunity Create quotation Make decision Close opportunity Create sales order Opportunity to bring your sales team together and know your buying center © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 16 Integrated ERP Order and Quotation Management: Scope and benefits Sales employees can use this business process to create and process or just display ERP sales quotations or ERP sales orders without leaving the CRM WebClient user interface. The sales documents are saved directly in SAP ERP and also only exist in SAP ERP. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Enhance integration of ERP sales transactions into CRM Accelerate and simplify the creation of ERP sales transactions Increase transparency and improve transaction overviews with document flow Customer 17 Integrated ERP Order and Quotation Management: In the system Key functionality Create opportunity (CRM) Create sales quotation (ERP) Create sales order (ERP) Order fulfillment (ERP) *(Not in scope of the SAP CRM rapid-deployment solution.) ERP Quote Information. By using the Follow-Up functionality within the ERP Quotation, you can create the corresponding ERP Sales Order directly from there. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 18 Activity Management: Scope and benefits This business process supports sales and service processes in all phases and provides information about all activities carried out to serve the customer. The document describes an activity management scenario that supports a sales process with various types of activities and tasks. Complete interaction history for Customer Complete integration with all CRM processes Evaluation and management of activities and relationships Effective CRM tasks and time management calendar integration Prioritization Team © 2014 SAP SE or an SAP affiliate company. All rights reserved. of dates and tasks selling supported Customer 19 Activity Management: In the system Key functionality Prepare visit Complete a task Add visit details Outgoing call Create opportunity View on Appointment in WebUI - Appointment is also shown in the Calendar View of the Sales Employee. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 20 Account and Contact Management: Scope and benefits This business process allows to manage and maintain accounts and contact persons. In addition to master data maintenance, the integration of current and past business transactions provides an overview of the most important customer related data. Leveraging SAP HANA you can optional deploy a duplicate check functionality. Prevent yourself creating duplicate business partners by leveraging this functionality. Clearly arranged overview pages with all relevant information at a glance Easy to use Functions and features tailored to a specific user role Allows immediate action based upon comprehensive and up-to-date information 360-degree view of customers and prospects with Account Fact Sheet Clearly arranged overview pages with all relevant information at a glance Easy to use Functions and features tailored to a specific user role Allows immediate action based upon comprehensive and upto-date information 360-degree view of customers and prospects with Account Fact Sheet SAP © 2014 SAP SE or an SAP affiliate company. All rights reserved. HANA Duplicate Check Customer 21 Account and Contact Management: In the system Key functionality Create a task Check task Create new account and contact Create task for account Change account Monitor accounts Assign account to hierarchy View Account Fact Sheet Merge Accounts 360° view on customer and contacts, including graphical buying center view © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 22 Pipeline Performance Management: Scope and benefits This business process helps sales managers and sales directors to analyze their sales pipeline, to identify gaps and critical opportunities. It also helps to identify and monitor opportunity changes in the pipeline. In addition, the sales managers and sales directors can simulate whatif scenarios and immediately trigger the right actions to resolve issues and meet their targets. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Pipeline Performance Management provides a great user experience by merging analytics and actions in one application Easy, straightforward navigation through interactive analysis to identify relevant opportunities Customer 23 Pipeline Performance Management: In the system Key functionality Maintain opportunity churn rates Plan sales quota Analyze sales pipeline Analyze closing date Identify and monitor opportunity changes Pipeline transparency and accessibility © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 24 CRM Order and Quotation Management (CRM Standalone): Scope and benefits Sales employees can use this business process to create and process or just display sales quotations or sales orders in the CRM WebClient user interface. The sales documents are saved directly in SAP CRM. Billing in SAP CRM is not part of the configuration and needs to be setup additionaly if required. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Integration of the entire sales process, from lead via opportunity to sales order within CRM Accelerate and simplify the creation of CRM sales transactions Increase transparency and improve transaction overviews with document flow Customer 25 CRM Order and Quotation Management (CRM Standalone): In the system Key functionality Find, create, and maintain CRM quotations and CRM sales orders within the CRM system Create CRM quotations as follow-up documents for opportunities CRM Sales Order can be created directly as a follow-up document of the CRM Quotation. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 26 Interaction Center Marketing: Scope and benefits This business process describes the typical activities of marketing call center agents handling inbound and outbound phone calls with customers who are interested in certain products. It gives you a step-by-step description of how a marketing agent processes calls and which functions they can use when processing the call and how a lead can be created as a result of the customer’s call. The process shows how an agent processes a call list as a basis for outbound phone calls to selected customers in order to offer them certain products. During the conversation, the agent is guided by an interactive script. Additionally, the agent can create a new lead and prequalify it. The process takes place in the Web-based environment of SAP CRM Interaction Center. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing business Accurate customer information, easily accessible via agent desktop Ability to offer the right products to the right customers based on their preferences Improved IC agent efficiency though the use of call lists and scripts Lasting and valuable customer relationships Customer 27 Interaction Center Marketing: In the system Key functionality Process inbound and outbound phone calls Check business partner information Use call lists Use interactive scripts Create and qualify leads Interactive or call-list © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 28 Interaction Center Sales with ERP Sales Order: Scope and benefits This business process describes the typical activities executed by sales call center agents handling inbound and outbound phone calls with customers who intend to order products. Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing It gives you a step-by-step description of how a sales agent processes calls and which functions they can use when processing the call and how an ERP sales order can be created as a result of the customer’s call. Offer business Accurate, easily accessible, customer information the right products to the right customers based on their preferences Improve IC agent efficiency by using call lists and scripts Lasting and valuable customer relationships It also shows how the agent processes a call list as a basis for outbound phone calls to selected customers in order to offer them certain products. During the conversation the agent is guided by an interactive script. The process takes place in the Web-based environment of the SAP CRM Interaction Center. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 29 Interaction Center Sales with ERP Sales Order: In the system Key functionality Process inbound and outbound phone calls Check business partner information Use call lists Use interactive scripts Create ERP sales order ERP sales order created in CRM Web-UI © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 30 Interaction Center Service Request Management: Scope and benefits IC Service Request Management enables service agents and service managers to streamline the service process to resolve customer issues. This scenario provides agents handling inbound service activities with tools to process service requests during the interaction with the customer, avoiding unnecessary callbacks or follow-ups. The process takes place in the Web based environment of SAP CRM Interaction Center. Increased responsiveness and customer satisfaction Improved interaction consistency and ease of doing business Accurate, easily accessible, customer information Increased revenue by delivering the right service to the right customers based on entitlements lasting and valuable customer relationships Accelerated Agent-Inbox searches when using SAP HANA In order to leverage the full capabilities of SAP HANA the NEW Agent-Inbox-Accelerator secures high speed in the Agent-Inbox search including Agent-Inbox Work Distribution Dashboard. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Agent-Inbox Work Distribution Dashboard optional when using SAP HANA Customer 31 Interaction Center Service Request Management: In the system Key functionality Processing of inbound e-mails Processing of inbound phone calls (note: computer telephony integration (CTI) is not part of this scenario) Account identification Check customer interaction history Service request creation Checklist execution Request routing (second-level) Interaction Center Customer Service Request © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 32 Interactive Reporting: Scope and benefits CRM Interactive Reporting provides a reporting framework which is ready to run, requiring minimal setup and training. It provides a simplified customer intelligence reporting framework that delivers accurate, timely, actionable information to executives, managers, and front-line workers, is fully embedded into SAP CRM transactional applications. Users can easily work with the application to request summarized and aggregated customer related information. CRM Interactive Reporting also allows simple creation of own, powerful reports for supported areas including the SAP HANA Analytics based to leverage secure real time access to reports from that area. New Embedded Interactive Reporting functionality to Integrate your reports in Home Screen, Reports work center or into Account overview. © 2014 SAP SE or an SAP affiliate company. All rights reserved. Delivers accurate, timely, actionable information to executives, managers, and front-line workers Is fully embedded into SAP CRM transactional applications Is ready to run, requiring minimal setup & training Allows simple creation of own reports for supported areas Publish Interactive Reports on Home Page, Overview Page, Workcenter or Shared report page Customer 33 Interactive Reporting: In the system Key functionality Sales Reporting: Accounts with Open Activities Accounts with Open Opportunities Active Accounts Closed Opportunities Opportunity Sources Opportunity Pipeline Top 5 Competitors Win/Loss Analysis by Reason Sales Orders (Only for Standalone Scenario) Sales Quotations (Only for Standalone Scenario) Marketing Reporting: Campaign Effectiveness Lead Origin Status Lead Status Analysis Marketing Contact List Marketing Contact Summary Service Reporting: Service Request Per Month Workload Distribution Interaction Center (IC) Service Reporting: Service Requests by account, status and priority Interaction Records by account and category Embedded Interactive Reporting: Home Page: Top 5 Competitors in Current Opp. Account Overview Page: Accounts with Open Opportunities Reports Workcenter :Accounts with Open Activities Embedded Active Accounts in Home Page © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 34 Package Deployment rapid deployment of SAP CRM V6.703 What’s included – Service scope The rapid deployment of SAP CRM offers our customers a pre-configured solution, at a fixed price, based on best practices in the areas of Sales, Marketing and Services. The quick-time-to-value implementation methodology enables customers to go live in eight to thirteen weeks (actual duration dependent on the number of options selected). Accelerators support each deployment activity © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 36 Service Scope Key deliverables What does SAP deliver? What do you have to do? 1. Kick-off workshop 2. Confirmation of installation 3. Activation of solution 4. Confirmation of activation of solution 5. Key user training workshop 6. Go-live assistance © 2014 SAP SE or an SAP affiliate company. All rights reserved. 1. Servers and software installed 2. List of options selected 3. Licensee data cleansed and migrated 4. User acceptance testing performed 5. Switch to production completed 6. End-user training conducted 7. Go-live support enabled Customer 37 Integration Points In Scope – For ERP Integrated Scenario Only Type System 1 Business Configuration Master Data: Customer ECC Master Data: Product [standard sales products, not: service products] System 2 Related Scope Item / Scope Item Grouping >> CRM n.a. (Foundation) ECC >> CRM C63 Opportunity Management C39 Lean Campaign Management C64 Integrated ERP Order and Quotation Management Master Data: Pricing Condition ECC >> CRM C63 Opportunity Management Account Hierarchy Organizational Data (for Sales) ECC ECC >> >> CRM CRM C66 Account and Contact Management CRM Sales Sales Area Data ECC >> CRM C63 Opportunity Management C64 Integrated ERP Order and Quotation Management ERP Quotations / ERP Sales Orders Transaction Launcher Technical Configuration Connectivity Customizing Integration with SAP NetWeaver Search and Classification (TREX) © 2014 SAP SE or an SAP affiliate company. All rights reserved. Direction no replication, but ERP sales orders and quotations are integrated within CRM WebUI no replication, but ERP transactions are integrated within CRM WebUI C64 Integrated ERP Order and Quotation Management CRM Sales ECC <<>> CRM n.a. (Foundation) ECC CRM >> <<>> CRM TREX n.a. (Foundation) C83 Interaction Center Service Request Management Customer 38 Service Scope Options – CRM Integrated Scenario Field Service Module Costs A service scope option is a combination of scope that can be removed to reduce the service price of the rapid-deployment solution. Scope Option Mandatory or Optional Scope Item ID Scope Item / Business Process Name Mandatory Foundation and ERP integration Core Building Blocks Mandatory C66 Account and Contact Management Mandatory C65 Activity Management Lean Campaign Management Optional C39 Lean Campaign Management Lead Management Optional C30 Lead Management Optional C63 Opportunity Management Optional C67 Pipeline Performance Management Optional C64 Integrated Order and Quotation Management IC Service Management Optional C83 Interaction Center Service Request Management CRM Interactive Reporting Optional CR2 CRM Interactive Opportunity and Pipeline Performance Management ERP Order and Quotation Management © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 39 Service Scope Options – CRM Standalone Scenario Field Service Module Costs A service scope option is a combination of scope that can be removed to reduce the service price of the rapid-deployment solution. Scope Option Mandatory or Optional Scope Item ID Scope Item / Business Process Name Mandatory Foundation & Standalone Data Migration Core Building Blocks Mandatory CSE Account and Contact Management Mandatory CSO Activity Management Lean Campaign Management Optional CSA Lean Campaign Management Lead Management Optional CSB Lead Management Optional CSF Opportunity Management Optional CSG Pipeline Performance Management IC Service Management Optional CSM Interaction Center Service Request Management CRM Interactive Reporting Optional CR2 CRM Interactive Reports Opportunity and Pipeline Performance Management © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 40 Software Products and System Landscape Which software is used? EHP3 FOR SAP CRM 7.0 / NETWEAVER 7.4 SAP GUI FOR MICROSOFT WINDOWS DESKTOP CONNECTION FOR SAP CRM 2.0 (optional: required for integration of Microsoft Outlook with SAP CRM within scope item Activity Management Using Desktop Connection for SAP CRM) SAP NETWEAVER GATEWAY FOUNDATION 7.4 (optional: required for integration of Microsoft Outlook with SAP CRM within scope item Activity Management Using Desktop Connection for SAP CRM) SAP HANA PLATFORM EDITION 1.0 (optional) SAP HANA ANALYTICS FOR CRM 1.0, with HANA CONTENT HBA SAP CRM 100(optional: required for CRM interactive Reporting powered by SAP HANA) SAP HANA CRM IC INBOX ACCELERATOR 1.0, with HANA CONTENT CRM IC INB2 100 (optional: required for an accelerated CRM Interaction Center Agent Inbox powered by SAP HANA within business process IC Service Request Management) EHP7 FOR SAP ERP 6.0 (Optional: the SAP CRM rapid-deployment solution can be deployed with or without integration to SAP ERP) SAP SOLUTION MANAGER 7.0 EHP1 or 7.1 or 7.1 ON HANA SAP BEST PRACTICES SOLUTION BUILDER and configuration content for SAP CRM and SAP NetWeaver © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 42 System Landscape Development / Quality Assurance Environment Production Environment SAP CRM SAP CRM ABAP-Server ABAP-Server Database Database SAP ERP (optional) SAP ERP (optional) Mail Server ABAP-Server ABAP-Server Database Database SAP Solution Manager © 2014 SAP SE or an SAP affiliate company. All rights reserved. Customer 43 Thank You! Contact information: <add> © 2014 SAP SE or an SAP affiliate company. All rights reserved. SAP Rapid-Deployment solutions The fastest way to run your business better © 2014 SAP SE or an SAP affiliate company. All rights reserved.