SAP CRM OVERVIEW

Shahid Siddique Sr. SAP CRM Consultant (IS-U & PS)

Smart Utility Solutions

Content

Introduction to SAP CRM

SAP CRM SALES

SAP CRM SERVICES

SAP CRM MARKETING

SAP CRM INTERACTION CENTER

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Introduction To SAP CRM

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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)

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Customer Interaction

Introduction SAP CRM

Which Department within the company interact with customers

Sales

Service

Marketing

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CRM Overview Diagram

Introduction SAP CRM

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Customer Interaction Channels

Introduction SAP CRM

MARKETING

SALES

SERVICE

Channel Partners

Field

Interaction Center

E-Commerce

ENTERPRISE CUSTOMER

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End to End Process

WHY CHOOSE SAP CRM ?

Industry Specific Capabilities

Modular Deployment

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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

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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)

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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

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The Complete CRM Solution

Introduction SAP CRM

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SAP CRM SALES

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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

+ +

Ind

ustry- sp

ecific C

apab

ilities

= SAP CRM SALES

Basic SFA

Holistic Approach

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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

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SAP CRM SERVICE

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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

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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

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SAP CRM MARKETING

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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

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SAP CRM INTERACTION CENTER

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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

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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

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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

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Thank You

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