295245101-SAP-CRM-Overview-Presentation.pdf
- 1. SAP CRM OVERVIEW Shahid Siddique Sr. SAP CRM Consultant (IS-U & PS) Smart Utility Solutions
- 2. Content Introduction to SAP CRM SAP CRM SALES SAP CRM SERVICES SAP CRM MARKETING SAP CRM INTERACTION CENTER Smart Utility Solutions 2
- 3. Introduction To SAP CRM Smart Utility Solutions 3
- 4. What is SAP CRM ? Customer Relationship Management (CRM) is a business Strategy that aims to optimize customer interactions in order to maximize the success of the business Introduction SAP CRM • Identify Possible customer (Prospecting) • Acquire Customers (Acquiring) • Retain Customer (Retaining) Smart Utility Solutions 4
- 5. Customer Interaction Introduction SAP CRM Which Department within the company interact with customers Sales Service Marketing Smart Utility Solutions 5
- 6. CRM Overview Diagram Introduction SAP CRM Smart Utility Solutions 6
- 7. Customer Interaction Channels Introduction SAP CRM MARKETING SALES SERVICE Channel Partners Field Interaction Center E-Commerce ENTERPRISE CUSTOMER Smart Utility Solutions 7
- 8. End to End Process WHY CHOOSE SAP CRM ? Industry Specific Capabilities Modular Deployment Smart Utility Solutions 8
- 9. End to End Processes Introduction SAP CRM • End to End Processes Support • CRM Process across the Value chain • Integrated with SAP-ERP • Familiar user interface • Reduced Training cycle • Clear Product road map • Accelerate Sales process Smart Utility Solutions 9
- 10. Best Industry Specific Capabilities Introduction SAP CRM Manufacturing Industries Service Industries • Customer and Vehicle Relationship management (Automotive) • Trade promotion Management (Consumer Products) • Channel Sales Management (High Tech) • Value Based Detailing & Contracts (Pharmaceuticals) • Sales Against contract (Oil & Gas) • Asset Service Portal (Industrial Machinery & Component) • Lean Batch Management (Process Industries) • Professional Service (Service Providers) • Intellectual Property Management, Campaign Management & Advertising (Media) • Sales Management for commercial & industrial customers (Utilities) • Case Management (Public Sector) • Contract Sales & Dealer Portal (Telecom) • Customer Oriented Banking (Banking) Smart Utility Solutions 10
- 11. Modular Deployment Introduction SAP CRM • Enables Fast Return on Investment (ROI) • Realize ROI and expand solution step-by -step • Customer start according to their priorities Smart Utility Solutions 11
- 12. The Complete CRM Solution Introduction SAP CRM Smart Utility Solutions 12
- 13. SAP CRM SALES Smart Utility Solutions 13
- 14. Comprehensive Sales Capabilities SAP CRM - Sales Account Management Contract Management Activity Management Opportunity Management Forecasting Territory Management Sales Methodology Sales Performance Management Quotation Management APT Check Sales Order Capturing Pricing Configuration Sales Account Planning Contract Management Billing + + Industry- specific Capabilities = SAP CRM SALES Basic SFA Holistic Approach Smart Utility Solutions 14
- 15. SAP CRM Sales Solution Overview SAP CRM - Sales Sales Performance Management Sales Planning & Forecasting Activity Management Accounts & contracts Management Opportunity Management Quotation & Order Management Sales Contract Management Sales Analysis • Performance Improvement • Usability • Collaboration & Productivity • Exclusive Dash board • Interactive CRM reporting • Business Objects Explorer • Report Assignment wizard • Sales Planning • Account Quick Create • Sales Enhancement • Integration CRM-ERP • Productivity Enhancement CUSTOMER Smart Utility Solutions 15
- 16. SAP CRM SERVICE Smart Utility Solutions 16
- 17. Service Capabilities in SAP CRM SAP CRM - Service Customer Service & Support • Service within interaction Center • Service Order Management • Complaint & Returns Management • Knowledge Management • Resource Planning • Case Management • Warranty Management • Customer Service & Support Analytics Service Planning & Forecasting • Planned Service • Counter-Bases Planning • Performance-Based Planning • Simulation of Service Plans • Strategic Service Planning Service Operation Management • Installed Base Management • Returns Processing • In-House Repairs • Service Request Management • Planned Services • Spare Parts Management • Service Operation Analytics Smart Utility Solutions 17
- 18. SAP CRM Service Management SAP CRM - Service • Links to CATS time sheet • Displaying cost information • Geo-Maps • Alternative technician information • Technician self service • Usability enhancement • Credit card payment • Packaged service quotation • Service request & Master request • Knowledge articles • IT service management • Automated Warranty activation • Contract Template • Contract Renewal • Contract change process • Functional location download • BOM replication • Enhance authorization Service Logistics & Finance Service Sales & Marketing Service Contract & Agreement Installation & Maintenance Customer Service & Support Field Service Management Returns & Depot Repair Warranty & claim management CUSTOMER Smart Utility Solutions 18
- 19. SAP CRM MARKETING Smart Utility Solutions 19
- 20. Marketing Capabilities in SAP CRM SAP CRM - Marketing Segment & List Management Marketing Analytics Territory Management Campaign Management Loyalty Management Lead Management CUSTOMER • Marketing Performance Management Enhancement • Pre-Defined Marketing Dashboard • Loyalty Management • Flexible Reward Platform • POS integration • Membership Enhancement • Partner Management • Integrated Marketing Calendar • Marketing Task Management • Campaign Management • Customer Segmentation Smart Utility Solutions 20
- 21. SAP CRM INTERACTION CENTER Smart Utility Solutions 21
- 22. SAP CRM Interaction Center- Scenarios SAP CRM – Interaction Center Telephony Fax & Letters Web Chat IVR Email Interaction Center Capabilities Telemarketing Campaign Execution Lead Management Personalization Telesales Accounts & Contract Management Lead & Opportunity Management Quotation & Order Management Customer Service Customer Service & Support Complaint Management Help Desk Shared Services Employee IC Accounting IC IT Service Desk Customer Interaction Center Management Communication Channel Email response Management Process Modelling & agent guidance Smart Utility Solutions 22
- 23. SAP CRM Interaction Center Management SAP CRM – Interaction Center SAP CRM interaction Center Provides a Collection of application that drive both operational and management Excellence Manager Dashboard Analytics & Monitoring • Monitors call center volume & agent Activity • Set Personalized threshold and alert managers • Ensure Service levels are being met or exceeded • Blend communication and business within reporting and monitoring • Identifies sudden trends and react appropriately Knowledge Management • Create solution to problem • Builds schemas for multilevel categorization • Creates standard response for incoming emails Smart Utility Solutions 23
- 24. SAP CRM Interaction Center Management SAP CRM – Interaction Center Management Tool & Application Process Modelling Reports • Provides business user access to administrative functionality • Provides agents guidance • Provide central modelling tool for routing business document • Interactive scripting • Business rules for email response management and service ticket routing • Include key interaction statistics such as call volume, SLA compliance & Average handling time Smart Utility Solutions 24
- 25. Thank You Smart Utility Solutions 25
- 26. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of Smart Utility Solutions. The information contained herein may be changed without prior notice. The information in this document is proprietary to Smart Utility Solutions. This document is a preliminary version and not subject to your license agreement or any other agreement with Smart Utility Solutions. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon Smart Utility Solutions to any particular course of business, product strategy, and/or development. Smart Utility Solutions assumes no responsibility for errors or omissions in this document. Smart Utility Solutions 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. Smart Utility Solutions 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. The statutory liability for personal injury and defective products is not affected. Smart Utility Solutions has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third- party Web pages nor provide any warranty whatsoever relating to third-party Web pages SAP is a registered trademark of SAP AG Germany. Smart Utility Solutions is not affiliated to SAP AG. Smart Utility Solutions 26