SAP Customer Relationship Management
rapid-deployment solution for service
management V1.702
Solution Details
Contents
Introduction to SAP Rapid Deployment Solutions
Overview of the Solution
Solution in Detail
 Service Order Management
 Complaints and Returns Management
Service Delivery
Technical Details
© 2012 SAP AG. All rights reserved.
2
Introduction to
SAP Rapid Deployment Solutions
Today’s reality…
“
“
Statistics state that up to 70% of IT projects run late, over-budget, or do not meet
planned goals…Consequently, implementation risk is a critical factor…
From “Introducing Packaged Solutions” by Michael Krigsman
Now when companies think about implementing an application, they really want to
implement an integrated solution.
Henry D. Morris, Senior Vice President of Worldwide Software and Services, IDC
Customers today want choices in how they scope, configure, and deploy
business software.
Peter M. Russo, Managing Director of Pierre Audoin Consultants
© 2012 SAP AG. All rights reserved.
4
You want to…
… ensure the most predictable and fastest
time to business value
… deliver the integration the business
demands to start and grow without
compromises
… choose from a modular ready to use
portfolio of solution, deployment and pricing
options
© 2012 SAP AG. All rights reserved.
5
SAP and a global partner ecosystem offer Rapid
Deployment Solutions to meet specific business needs…
Software
Quickly address the most urgent business
processes
Content
SAP Rapid
Deployment Solutions
SAP best practices, templates and tools make
solution adoption easier
Software
Enablement
Guides and educational material speed end
user adoption
Service
Content
Enablement
Service
Fixed scope and price provides maximum
predictability and lowers risk
© 2012 SAP AG. All rights reserved.
6
… which allow predictability, out-of-the-box integration
and adoption choices as business demands
Predictability
 Fast value in days/weeks
 Fixed cost and fixed best practice scope
SAP Rapid
Deployment Solutions
Integration
 Integrated start and growth options
 Immediate and future IT and business processes
landscape integrity
Choice
 Modular packages to meet specific business needs
and allow individual adoption paths
 Flexible licensing and deployment options
© 2012 SAP AG. All rights reserved.
7
Why have customers chosen SAP Rapid Deployment
Solutions?
15%
8
4
Reduction in
project costs
Weeks
to go-live
Week
implementation
© 2012 SAP AG. All rights reserved.
8
Delivered by SAP or qualified partners
 Large Global Partner Ecosystem maximizes availability of
and choice within the Rapid Deployment Solutions portfolio
 System integrators and value-added resellers provide
industry and LoB specific capabilities and expertise
 Cloud partners provide the deployment options to match
your business needs
© 2012 SAP AG. All rights reserved.
9
SAP Rapid Deployment Solutions define a new standard
for business solution adoption across the SAP Portfolio
Solution Portfolio
Industry & LoB
Deployment
Innovations
Business
Solutions
On demand
Mobility
Analytics
On premise
HANA
Technology
© 2012 SAP AG. All rights reserved.
On device
10
SAP Rapid Deployment Solutions support all use cases
along your adoption path
Predictability
Start
Integration
Choice
From zero to ERP
baseline in one go
Industry & geography-ready
Grow,
extend,
innovate
© 2012 SAP AG. All rights reserved.
New business and user
capabilities – that fit with
your existing footprint
LoB or industry-specific, mobile,
business analytics, collaboration
11
Get the most out of your business – NOW!
Quickly meeting your most pressing business
needs on unprecedented predictability to adopt
and manage business solutions
Enabling strategic business adoption paths with
out-of-the-box integration for start and grow
options as your business demands
Giving choice by providing a modular and well
defined portfolio of solution options together with a
Global Partner Ecosystem
© 2012 SAP AG. All rights reserved.
12
Overview of the solution
You Have a CRM Vision to deliver excellent Customer
Service
 To
become a truly customercentric enterprise
 To
continuously improve sales of
services and service effectiveness
 To
deliver a superior customer
experience that fosters loyalty
“
Your Vision for CRM
Finding a Solution to Help Realize Your Goals
© 2012 SAP AG. All rights reserved.
Customer centricity is about
delivering value that your
customers care about. A customercentric business improves the total
customer experience, which drives
loyalty. Loyal customers tend to
buy more, return to purchase
again, and refer others.”
Bob Thompson
Founder and CEO Customer Think Corp
14
But You Have Questions:
How Do I Reach These Goals?
 Where
do I start?
 Can
I start small, then learn and
grow?
 How
much can I accomplish with
a limited budget?
 Can
I have a choice of the best
deployment option for me?
 Best-of-breed
versus best-of-suite
– which is best for me?
 IT
priorities versus my business
priorities – how can I get a CRM
solution now?
© 2012 SAP AG. All rights reserved.
15
Business Challenges for Service Management
Business challenges
There is a solution
Service organizations are struggling with the
following topics when offering customer support and
field services in their service portfolio:
 Customer information, their installed base, and
relevant contract and warranty information
 Productivity of back-office personnel as well as
service technicians
 Having the right technician with the right parts
completing the work the right way the first time
 Time-consuming, paper-based work order
processes
 Efficient processing of complaints and returns
 The SAP CRM rapid-deployment solution for
service management delivers preconfigured CRM
functionality for field service as well as complaints
and returns management
 These fixed-scope options can be implemented
individually or in combination to meet your
business requirements
 Field service management – The solution
provides functionality for service planning,
execution, and confirmation, either standalone in
SAP CRM or integrated with SAP ERP
 Complaints and returns management – The
solution covers the entire process flow from
creation of a customer complaint in the SAP CRM
software, to inbound delivery of a defective
product, to the creation of a credit memo for the
customer
© 2012 SAP AG. All rights reserved.
16
An RDS delivers a complete, ready-to-consume solution
for a specific business need
Business
Need
e.g. efficient
customer
service
Ready-to-consume
Solution
Best Practice processes and
reporting, pre-configured
Service Order Management
Complaints & Returns
Management
Billing
…
Org Structure
User Roles
Service Rep
Service Manager
ERP Integration
© 2012 SAP AG. All rights reserved.
17
Business process scope covered in SAP CRM rapiddeployment solution for service management
Service functionality, that helps you achieve your CRM Vision
Service Order
Management (with
ERP Integration)
Service
Quotation, Order
and Confirmation
Management
Resource
Management
ERP Billing*
(optional)
Service Order
Management (CRM
Standalone)
Service
Quotation, Order
and confirmation
Management
Resource
Management
(optional)
CRM Billing
Complaints & Returns
Management
Credit
Complaints
Memo and
ManageBilling
ment
Management
Returns and
Inbound
delivery
Processing*
Foundation
Integration with customer’s SAP ERP system or master data import for rapid deployment of service
management with SAP CRM standalone deployment
SAP CRM Foundation for CRM Service Management
* for existing ERP SD customers only; requires ECC 6.0 EHP5
© 2012 SAP AG. All rights reserved.
18
Benefits for you
Business benefits
Measurable success
 Improve operational excellence
 Increase productivity and utilization of field
engineers
 Develop service team into a high performing
organization
 Increase service efficiency
 Reduce costs
 Increase service revenue
 Increase customer satisfaction






© 2012 SAP AG. All rights reserved.
Utilization of resources
Service level compliance
Mean time to repair
First-time fix rate
Service order lead time
Resource productivity
19
Solution in Detail
Service Order Management
CRM Standalone or with ERP Integration
Service Order Management: scope and benefits
What’s included
This business process covers the entire process
flow for a service inquiry:
 Service Quote and Order Management
 Service Resource Scheduling (including graphical
assignment of service items)
 Service Confirmation and Billing
(including possibility to perform ERP Billing if SAP
SD has been implemented)
© 2012 SAP AG. All rights reserved.
Business benefits
 Reduction of internal costs through an integrated
end-to-end service order processing
 Increased utilization and productivity of field
service engineers
 Improved SLA compliance and customer
satisfaction through integrated contract and
warranty processing
 Leverage SAP ERP investments through an outof-the-box integration into existing ERP processes
for financials and logistics
22
Service Order Management: In the system
Key process flows covered
 Create quotation
 Convert quotation to service order
 Determine warranty and service
contract
 Assign service items to service
employees
 Create service confirmation
 Create billing document or
 Create billing document in SAP
ERP*
 Controlling integration (costs &
revenues) **
•
© 2012 SAP AG. All rights reserved.
Only for existing SAP SD customers
** with ERP integration
23
CRM Service Order Management: Process Overview
Create and
communicate quotation
Make inquiry
(customer)
1
2
Accept quotation
(customer)
3
Create follow-up service
order from quotation
Bill customer
7
4
Execute assignment,
Perform confirmation
6
© 2012 SAP AG. All rights reserved.
Create and schedule
assignments
5
24
CRM Service Order Management:
Process Overview
© 2012 SAP AG. All rights reserved.
25
Complaints and Returns
Management
Complaints and Returns Management: scope and benefits
What’s included
This business process covers the entire process
flow from creation of a customer's complaint in the
system, inbound delivery* of a defective product to
the creation of a credit memo for the customer.
Business benefits
 Reduction of internal costs through an integrated
end-to-end complaints and returns processing
 Improved complaint processing by providing
access to all related documents and data
 Increased customer satisfaction through integrated
entitlement check and efficient processing of the
customer inquiry
* Only for SAP ERP customers using logistic delivery process
© 2012 SAP AG. All rights reserved.
27
Complaints and Returns Management: In the system
Key process flows covered
 Create complaint
 Determine warranties and contracts
 Create return request and credit
memo
 Create return request and goods
receipt
* Only for existing SAP SD customers
© 2012 SAP AG. All rights reserved.
28
CRM Complaints and Returns: Process Overview
Create Complaint
2
Make Inquiry
1
Process Goods Receipt (ERP)
and Goods Movement (ERP)
Create Credit Memo
or Return Request
3
Complete Complaint
4
7
Create Billing Document
(ERP)
Check Return Request
5
and process Delivery (ERP)
6
© SAP 2007 / Page 29
© 2012 SAP AG. All rights reserved.
29
CRM Complaints and Returns: Process Overview
© 2012 SAP AG. All rights reserved.
30
Service Delivery
Go live in 11 weeks
2
Start
1
Deploy
Run
3
Expectations
 Project
management
 Implementation

User-acceptance testing
 Kick-off
workshop participation
 Testing

Onsite and remote support
 Preparing
technical infrastructure
 Key
User Training
Results

Mutually-approved scope
document

Working SAP system

Successful rollout and adoption

Configuration documentation
 Superior
support to ensure
smooth functioning
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2012 SAP AG. All rights reserved.
32
Pre-defined Services for Rapid Deployment solutions
Your path to Go-Live: fast, efficiently and at
predictable cost
Fixed-price Implementation Services
Pre-defined Project Methodology
Ready-to-use Accelerators
Note: This slide
represents a typical
deployment. Exact
details may differ
according to solution.
© 2012 SAP AG. All rights reserved.
33
Implementation Methodology
Start
Deploy
Run
Kickoff Workshop
Configuration Guide
Project Schedule
Scoping Questionnaire
Check Lists
Support Portal
Note: This slide
represents a typical
deployment. Exact
details may differ
according to solution.
© 2012 SAP AG. All rights reserved.
34
Project Planning: Timelines
0
1
2
3
Steps
Discover
Communicate the Value
Start
Deploy
Run
Project
management/setup
Solution activation
End user training
Project Kick-off
(onsite*)
Options realization
Hand over solution
Business Process
Knowledge Transfer and
Options refinement
workshop
(onsite*)
Key User training
(onsite*)
Sign-off solution
Installation check
Data management
Qualify Prospect
Communicate the Scope
Secure Agreement
Test solution
Go-Live
Support/Activities
(partly onsite*)
Post Go-Live Support
Switch to Production
SAP involvement
© 2012 SAP AG. All rights reserved.
Customer involvement
*Once the project has started SAP resources are assumed to
be working onsite where specified and remotely otherwise.
Confidential
35
Go Live in Weeks
What’s Included – Service Scope
SAP will deliver the following:
•
Review your existing service management
process.
•
Hold a scoping workshop to understand your
detailed requirements and finalize the detailed
scope of the project together with you.
•
Maintain the configuration of the designed
solution together with a detailed documentation
of the implementation.
•
Configure your system
A special step-by-step guide describes each activity
during the deployment
© 2012 SAP AG. All rights reserved.
36
Service Building Blocks – modular approach
Service Order
Management (with
ERP Integration)
Service
Quotation, Order
and Confirmation
Management
Resource
Management
ERP Billing*
(optional)
Service Order
Management (CRM
Standalone)
Service
Quotation, Order
and confirmation
Management
Resource
Management
(optional)
CRM Billing
Complaints & Returns
Management
Credit
Complaints
Memo and
ManageBilling
ment
Management
Returns and
Inbound
delivery
Processing*
Foundation
Integration with customer’s SAP ERP system or master data import for rapid deployment of service
management with SAP CRM standalone deployment
SAP CRM Foundation for CRM Service Management
* for existing ERP SD customers only; requires ECC 6.0 EHP5
© 2012 SAP AG. All rights reserved.
Confidential
37
Detailed Services Scope
Rapid deployment of service management with SAP CRM
What do we deliver?
What do you need to do?
 Installation check
 Provide the IT infrastructure
 Workshop to confirm the predefined
requirements
 Install SAP CRM 7.02 , SAP
NETWEAVER 7.31 on the development
and production systems
 Project documents: Work Breakdown
Structure including a project schedule, Test
Scripts and Scoping Questionnaire
 Provide fixed contact people in the
business and IT departments
 Activation and unit test of chosen
packages for the SAP CRM rapiddeployment for service management
solution in the development system
 Conduct end-user training and change
management
 Knowledge transfer to key users on
configured SAP CRM rapid-deployment
solution for service management system
 Migrate and cleanse data
 Conduct performance and integration
testing
 Transport to production
 Support for going live
© 2012 SAP AG. All rights reserved.
38
Project Team: SAP
SAP Project Lead
Serves as a central contact person, from project initiation to
going live and support
On the SAP side, responsible for functional project
management, coordination, support and coaching of the
customer’s project manager, and so on
SAP Consultants
Responsible for implementation of the agreed upon scope
for the rapid-deployment solution
© 2012 SAP AG. All rights reserved.
39
Project Team: Customer
Leading Project Manager
Serves as a central contact person, from project initiation to going
live and support
On your side: responsible for functional and commercial project
management, coordination, overall project controlling, preparation of
steering committees, and so on
Basis staff
Especially responsible for the installation and administration of the
development and productive system landscapes
Functional department staff / key user
Responsible for workshops, questions from SAP,
end-user training, and possibly as a power user for simple
configurations
Specialized Staff (Optional)
Responsible for further specialized areas such as customization and
configuration
© 2012 SAP AG. All rights reserved.
40
Technical Details
Software requirements

Enhancement package 2 for SAP CRM 7.0 / NETWEAVER 7.31

Enhancement package 6 for SAP ERP 6.0

For the resource planning application module, the workforce
deployment server add-on is required

SAP Solution Manager 7.1 (for SAP Solution Manager template
and monitoring)
© 2012 SAP AG. All rights reserved.
42
SAP Rapid-Deployment solutions
The fastest way to run your business better
© 2012 SAP AG. All 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.
INTERMEC is a registered trademark of Intermec Technologies Corporation.
Some software products marketed by SAP AG and its distributors contain proprietary
software components of other software vendors.
Bluetooth is a registered trademark of Bluetooth SIG Inc.
Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are
registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x,
System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power
Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA,
pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP,
RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli,
Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torvalds in the United States and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered
trademarks of Adobe Systems Incorporated in the United States and other countries.
Oracle and Java are registered trademarks of Oracle and its affiliates.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are
trademarks or registered trademarks of Citrix Systems Inc.
HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World
Wide Web Consortium, Massachusetts Institute of Technology.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C,
Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.
IOS is a registered trademark of Cisco Systems Inc.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry
Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App
World are trademarks or registered trademarks of Research in Motion Limited.
Wi-Fi is a registered trademark of Wi-Fi Alliance.
Motorola is a registered trademark of Motorola Trademark Holdings LLC.
Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,
StreamWork, SAP HANA, 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 other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal
Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services
mentioned herein as well as their respective logos are trademarks or registered trademarks
of Business Objects Software Ltd. Business Objects is an SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase
products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of Sybase Inc. Sybase is an SAP company.
Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of
Crossgate AG in Germany and other countries. Crossgate is an SAP company.
All other product and service names mentioned 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.
Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps,
Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync,
Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are
trademarks or registered trademarks of Google Inc.
© 2012 SAP AG. All rights reserved.
44