SAP Interaction CenterService Select

Tuesday October 19th 2004

SAP Service SelectFrom SAP Consulting

Greg TombSenior Vice President andGeneral ManagerSAP ConsultingSAP America Inc.

SAP Customer Services Network

SAP Customer Services Network provides the most comprehensive SAP solution services, including:

ConsultingEducationSupportCustom Development Hosting

What Do These Numbers Mean to You?

1230509,000 21,000120,000

SAP Consulting

SAP Consulting provides best-in-class services for innovative business and IT solutions, helping our customers to achieve a competitive advantage

Up to date business and solutions expertise and extensive process and industry knowledgeServices and best practices from a single & consistent source – yielding lower total cost, faster ROI Minimal Risk and higher customer satisfaction Flexible organizational-change management services

SAP Consulting is an experienced partner you can trust.

A truly global organizationA network of 9,000+ SAP consultants in more than 50 countries Offering complete, integrated, and consistent business and implementation consultingServices for businesses of any size, geographic scope, or industry

SAP Service Select

SAP Service Select

Innovative Program from SAP ConsultingDeliver value by providing rapid ROI with reduced riskAchieve your business goals within your budgetOfferings include workshops, assessments, and accelerated implementation packagesSpan a variety of mySAP products and industry solutions

SAP Interaction Center Service Select

Peter VerrierDirectorSAP ConsultingSAP America Inc.

Greg LeinerCustomer Engagement ManagerSAP ConsultingSAP America Inc.

SAP CRM Service Select

Case Study

Business Challenges

Market Share & RevenueMaintain Market ShareTake market share from weaker competitorsStop Revenue LeakageBetter Segmentation of CustomersImproved Territory CoverageEffective channel sales

ProfitabilityTransparency into cost drivers for margins Strong ties from ordering to pricingCost effective campaigns & promotionsEffective resource alignment from product/service demand to supplyCall Center Productivity MgmtSales productivity

Customer SatisfactionComprehensive view of all customer interactionsEasy to do business withTreat different customers differentlyCreate cross-sell opportunitiesSecure repeat business

Value Drivers for Customer Focused Processes

CIO’s Wish List

LoB Owner’s Wish List

mySAP CRM Unique Value

...the deepest industry-specific, customer-centric

end-to-end processes

… process-based deployment

options accelerating time

to value

… the most open, scalable

technology platform to deliver value, powered by

SAP NetWeaver

mySAP CRM delivers…1 32

mySAP CRM Delivers…

Modular, process-focused designThe process-focused design of mySAP CRM enables our customers to address strategic priorities first, achieve fast results, and expand their solution step by step –realizing tangible ROI with each step along the way

SAP Service Select enables faster time to valueSAP Service Select supports this approach, accelerating implementation times and providing unmatched implementation capabilities

SAP Customers’ Quick Steps to CRM Value

mySAP CRM Platform

Sales ForceAutomation

InteractionCenter

E-Commerce Analytics

Marketing

mySAP CRM @ Customer Site

… process-based deployment options accelerating time to value2

Case Study

SAP CRM Service Select

Business Challenges

How Can We Help You Get Value From mySAP CRM?

How do you realize rapid return on your investment?

How can you maximize your investment in SAP?

How can you reduce the implementation cost?

How do you address the concern about the total cost of ownership of a custom solution?

How can you minimize risk?

How do you show your organization a quick win?

Where do you start?

SAP CRM Service Select packages can help!

Accelerated Approach to Implementing mySAP CRM

Implementation Methodology and Tools

Defined scope, resources and duration based on SAP Best Practices

Documentation

Preconfiguration

Reduced implementation time

Decreased total cost of ownership

Lower risk

SAP CRM Service Select

SAP CRM Service Select

Shorter Time to Value

SAP Interaction Center Service Select

Extend your SAP enterprise solution with mySAP CRM• IC Agent Desktop• Information Help Desk• Complaint Management

Leverage your existing IT investment• Flexible and integrated framework to easily connect and utilize

existing investments in other SAP solutions (ex. ERP and NetWeaver)

Create a solid foundation for your future vision of CRM• The business processes and technology delivered with the Service

Select can be further enhanced and extended to address a wider spectrum of business requirements

mySAP CRM Scenario – Information Help Desk

Answer contact

44

22

33

55

11

Agent Guidance

Account Identification

Interaction Wrap-Up

Solution Assistance

Information Help Desk

Quickly providing consistent and relevant solutions to customer inquiries

Powerful tool to accept, research, and respond to customer information requests through various interaction channels

Electronic scratch pad for immediate notes on customer’s issue

Free text and attribute solution search on index database generated from multiple knowledge sources

Search refinement, keyword clustering and learning engine capabilities for improved search results

Easy access to detailed problem and solution descriptions including attachment documents

Integrated e-mail editor to send solutions to customers

Interaction record to log and wrap-up customer interaction and trigger follow-ups when needed

Information Help Desk – Features

Information Help Desk – Benefits

Make your knowledge count...

Improve customer satisfaction with increased first contact resolution

Ensure accurate information delivery with knowledge tools and scripts

Increase agent productivity with easy-to-use search capabilities

Ensure consistent delivery of service through all channels including Interaction Center, eService and Field Service

Answer contact

44

22

33

77

11

Agent Guidance

Account Identification

Interaction Wrap-Up

Complaint Creation

Complaint and Return Processing

55

Return Request

66

Substitute Delivery / Credit Memo

mySAP CRM Scenario – Complaint Management

Complaint Management – Features

Comprehensive management of the entire Complaint and Return process:

Complaint management – create complaints, check whether a product can be returned

Logistics integration – monitor and track products to be returned or substituteproducts to be delivered

Defect tracking – analyze complaint reasons and assign the identified causes to prevent further complaints

Task management – plan, monitor, and process activities to be performed by different service employees

Complaint Management – Benefits

Maintain customer loyalty...Optimize customer satisfaction and cost controls by providing agents with complaint guidelines and escalation procedures

Improve customer satisfaction by empowering agents to offer exchanges, rebates, coupons and discounts

Reduce costs by streamlining return material processing from the front-office through to inventory, quality control, repair shop & accounting

Supporting processes essential to efficient interaction:Phone call processing (inbound and outbound). Incoming phone call simulation

Automatic Number Identification (ANI) for incoming telephone calls

E-mail receipt and processing

Automatic receipt acknowledgement for incoming e-mails

Call list processing

Business partner identification, confirmation and maintenance

Customer interaction history (overview of all customer contacts, planned and past)

Business partner's fact sheet

Product information

Action Box configuration

Knowledge search with Interactive Intelligent Agent

Reminder Scripting and Interactive Scripting

Creation of sales orders, service requests and complaints for further maintenance

IC Agent Desktop – Features

1 Install (Project Prep / Blueprint)

2 Translate (Realization)

3 Validate (Final Preparation)

4 Perform (Go Live and Support)

Phase

Installation and Strategy

Activate Std Content & Load Customer Data, Preview SystemTest, Performance Tuning, End User Training/Buy InProductive System

TimeLine Deliverables

5 days

30 days

10 days

5 days

506 Roles (2.85 Consulting FTEs)

Info Help Desk/Complaint Mgmt 100% StdmySAP CRM Interaction Center

Productive Environment Sample

Roadmap to Value with SAP CRM Service Select

Interaction Center

SFA

Marketing

1

2

3

4

5

Interaction History & Knowledge Management

Opportunity Management

Internet Selling & and Customer Self Service

Campaign Planning and Execution

Analytics

AccelerateTime-to-Benefit

Maximize overall Benefit

Reduce Initial Investments

cash flow

E-Commerce

Plan, Measure, Predict, Optimize

SAP CRM Service Select Value Proposition

Fast ROI

Reduced Risks and Costs Related to Implementation

Quick Win

Lays the foundation for future enhancements & functionality

Leverages pre-delivered standard content

Knowledge transfer to customer project team

SAP CRM Service Select

Case Study

Business Challenges

Background$577 million companyDesigns, engineers, manufactures a full line of snowmobiles, ATVs and related productsIndependent Dealers market Arctic Cat products globally

DriversFull integration with existing SAP R/3 SystemScalable and upgradeable solutionDeploy the system in a short timeframeProvide an effective customer support center solution for Arctic Cat dealersMake Arctic Cat easier, more fun, and more productive to do business with

Pain PointsDisconnected and outdated departmental call centersInefficient and untimely customer responseInefficient operationsImpersonal and multi handle service deliveryFirst contact response rate of less than 40%

mySAP CRM Interaction Center drives…

CIO’s Wish List

LoB Owner’s Wish List

Arctic Cat Sales Inc.Support Center for Dealers

mySAP CRM Unique Value

...the deepest industry-specific, customer-centric

end-to-end processes

… process-based deployment

options accelerating time

to value

… the most open, scalable

technology platform to deliver value, powered by

SAP NetWeaver

mySAP CRM delivers…1 32

mySAP CRM Unique Value for Arctic Cat

“Everyone promised a close fit but SAP was

the only one who could say it

would be an exact fit”1

“We feared spreading

ourselves too thin…We’ll ramp up gradually over

the next six months”1

SAP NetWeaverPowers:

• Integration with SAP R/3 and Genesys Express

• Simple scalability

mySAP CRM delivers…1 32

1 Ron Moses, CRM Project Manager, Arctic Cat Inc.

mySAP CRM Interaction Center for Arctic Cat Inc.

An accelerated approach with SAP Consulting:“SAP Consulting provided up with personnel who were intimately familiar with our existing SAP setup and, more importantly, with our business model. That was a huge value to us”. 22 Ron Moses, CRM Project Manager, Arctic Cat Inc.

Key Benefits:Customer Satisfaction Rates have soaredFirst call resolution rates of 95% (from less than 36%)Abandonment rates of less than 1% (from 32%)10-15% gain in contact center efficiencyInternal job satisfaction is up“More customers are getting better customer service in less time” 2Easier and more fun to do business with

Key Capabilities:Interaction Center Agent DesktopIntegration with R/3 and CTIAgent notification of callsDelivers caller information to Agent DesktopAccess to product and process dataSupport strategy of customer self service Project Timing:

6 Months*

Value Received: Shorter project duration Lower project riskLower total cost of ownership Projected ROI -> 15 months

*Includes creation and consolidation of Contact Centers

Arctic Cat Roadmap to Value with mySAP CRM

Consolidation

Expansion

E-Commerce

1

2

3

4

n

Consolidated disparate call groups into one customer-service unit

Additional agents; additional visibility

Information Help Desk

Customer self service via the web

Total package

AccelerateTime-to-Benefit

Maximize overall Benefit

Reduce Initial Investments

cash flow

Interaction Center

Solution for 10 – 15 years of growth

15 months

What is your Roadmap to Value with mySAP CRM?

An SAP Consulting assessment can help:1) Determine the pain point most critical to your business.

2) Identify the solution offering that can unleash the right value, quickly.

3) Build the right strategy to realize that value and enable the overall vision.

Key Contacts

For more information regarding this or other SAP Service Select offerings, please contact the SAP Customer Engagement Manager (CEM)assigned to you.

If you do not know the name of your SAP representative, please send an email with your inquiry and contact information to:

SAP.AmericaOSA@exchange.sap.corpA Customer Engagement Manager (CEM) from SAP will respond to your inquiry.

SAP Service Select Offerings

Workshops and Assessments:SAP Sarbanes-Oxley Service Select workshopSAP Upgrade Service Select assessmentSAP System Consolidation Service Select assessment

Workshops and Assessments:SAP Sarbanes-Oxley Service Select workshopSAP Upgrade Service Select assessmentSAP System Consolidation Service Select assessment

SAP Netweaver:SAP Netweaver Service Select for Business Intelligence SAP Netweaver Service Select for Exchange InfrastructureSAP Netweaver Service Select for Master Data ManagementSAP NetWeaver Service Select for Enterprise Portal

SAP Netweaver:SAP Netweaver Service Select for Business Intelligence SAP Netweaver Service Select for Exchange InfrastructureSAP Netweaver Service Select for Master Data ManagementSAP NetWeaver Service Select for Enterprise Portal

Accelerated Implementations:SAP Interaction Center Service SelectSAP Demand Planning Service SelectSAP Business Planning and Simulation Service SelectSAP E-Selling Service Select

Accelerated Implementations:SAP Interaction Center Service SelectSAP Demand Planning Service SelectSAP Business Planning and Simulation Service SelectSAP E-Selling Service Select

Accelerated Implementations for Midsize Businesses:SAP Enterprise Service SelectSAP Professional Services Service SelectSAP High Tech Service SelectSAP Consumer Products Service Select

Accelerated Implementations for Midsize Businesses:SAP Enterprise Service SelectSAP Professional Services Service SelectSAP High Tech Service SelectSAP Consumer Products Service Select

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.

Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation.

IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries.

ORACLE® is a registered trademark of ORACLE Corporation.

UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group.

Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.

HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

JAVA® is a registered trademark of Sun Microsystems, Inc.

JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One.

SAP, R/3, mySAP, mySAP.com, xApps, xApp and other SAP products and services mentioned herein as well astheir 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 are the trademarks of their respective companies.

Copyright 2004 SAP AG. All Rights Reserved