SAP CRM Rapid-Deployment Solution V4.702

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Feb 17, 2014 (3 years and 7 months ago)

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Solution Details

SAP CRM Rapid
-
Deployment Solution

V4.702

©
2012 SAP AG. All rights reserved.

2

Contents

Introduction to SAP Rapid Deployment Solutions

Overview of the Solution

Solution in Detail


Sales


Service


Marketing

Technical Details


Introduction to

SAP Rapid Deployment Solutions

©
2012 SAP AG. All rights reserved.

4

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.

5

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.

6

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 best practices, templates and tools make
solution adoption easier

Enablement

Guides and educational material speed end
user adoption

Service

Fixed scope and price provides maximum
predictability and lowers risk

SAP Rapid
Deployment Solutions

Service

Software

Enablement

Content

©
2012 SAP AG. All rights reserved.

7

… 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


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

SAP Rapid
Deployment Solutions

©
2012 SAP AG. All rights reserved.

8

Why have customers chosen SAP Rapid Deployment
Solutions?

8

Weeks

to go
-
live

15%

Reduction in

project costs

4

Week
implementation

©
2012 SAP AG. All rights reserved.

9

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.

10

SAP Rapid Deployment Solutions define a new standard
for business solution adoption across the SAP Portfolio

On demand

On premise

On device

Deployment

Business

Solutions

Analytics

Technology

Solution Portfolio

Industry & LoB

HANA

Mobility

Innovations

©
2012 SAP AG. All rights reserved.

11

SAP Rapid Deployment Solutions support all use cases
along your adoption path

From zero to ERP

baseline in one go

Industry & geography
-
ready

New business and user
capabilities


that fit with
your existing footprint

LoB or industry
-
specific, mobile,
business analytics, collaboration

Start

Grow,
extend,
innovate

Predictability

Integration

Choice

©
2012 SAP AG. All rights reserved.

12

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

Overview of the solution

©
2012 SAP AG. All rights reserved.

14

Your Vision for CRM

Finding a Solution to Help Realize Your Goals


To become a truly customer
-
centric enterprise


To continuously improve sales and
marketing effectiveness


To deliver a superior customer
experience that fosters loyalty


You Have a CRM Vision


Customer centricity is about
delivering value that your
customers care about. A customer
-
centric 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



©
2012 SAP AG. All rights reserved.

15


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 CRM
solution now?

©
2012 SAP AG. All rights reserved.

16

Business challenges

There is a solution


SAP CRM RDSenables full 360
°

view


SAP CRM RDS offers a planning and reporting
tool


SAP CRM RDS shows all customer interactions to
each and every CRM user, interactions are
recorded through all channels

Highlight SALESFORCE AUTOMATION (SFA)


Salesforce needs real 360
°

view on customer


Salesforce needs a tool to plan and report
customer visits


Full insights to all customer interactions for Back
-
office and front
-
office CRM users (even with
marketing and customer service)



©
2012 SAP AG. All rights reserved.

17

An RDS delivers a complete, ready
-
to
-
consume Solution
for a specific Business Need

Business
Need

e.g. Sales Force
Automation

Ready
-
to
-
consume
Solution

Best Practice processes and
reporting, pre
-
configured

Opportunity mgt.

Lead generation

Pipeline performance mgt.



Org Structure

User Roles

Sales Rep Sales Manager

ERP Integration

©
2012 SAP AG. All rights reserved.

19

Business process scope covered

Sales, Service, and Marketing functionality, that helps you achieve your CRM Vision

Marketing

Sales

Service

Lean
Campaign
Management
(includes
Segmentation
and
External List
Management)

Lead
Management

(
optional)

Opportunity and
Pipeline
Performance
Management

Integrated Quote
and Order
Management for
SAP ERP

(
optional)*

Lead

Management

(
optional
)

Interaction Center

for

Service Request

Management

(including

Knowledge
Articles)

Foundation

Account
-

and Contact Management,

Activity

Management
,

Integration with customer’s SAP ERP system or master data import for CRM standalone deployment

CRM Interactive Reporting

(optional)

* Only for existing SAP SD customers

©
2012 SAP AG. All rights reserved.

20

Business benefits

Measurable success

Solution Business KPIs


Sales Forecast Accuracy


Customer Churn Rate


Sales Achievement As % of Target


Sales Force Turnover


Sales Rep. Costs As % of Revenue

Benefits for you

Solution Business Benefits


Improve predictability of pipeline & demand
trends


Exceed customer expectations to ensure high
loyalty


Proactively target the opportunities and
address possible shortfalls


Develop sales team into a high performing
organization


Increase sales efficiency

Solution in Detail

Sales

©
2012 SAP AG. All rights reserved.

23

As a Salesperson, What Are Your Top Issues Today?

Top of mind issues

Close deals faster

Consistently make quota

Focus on profitable customers

Maintain a healthy pipeline

Forecast accurately

©
2012 SAP AG. All rights reserved.

24

As a Salesperson, What Do You Expect From a CRM
Solution?

You want a CRM Solution that…

Helps you to be more productive and
efficient

Gives you one place to go to manage all
your sales activities and prepare for your
sales meetings

Makes it easy to obtain reports: pipeline,
revenue, forecast, etc.

Is fast, affordable, and easy to use

Is a proven solution that works and that
others are using

©
2012 SAP AG. All rights reserved.

25

Close Deals, Make Quota, Be More Productive

Comprehensive account management

Account hierarchies

Account fact sheets

Keep track of past, present and planned
activities

Opportunity and pipeline performance
management

Sales assistant for repeatable sales processes
and compliance with sales policies

Interactive pipeline analytics

What
-
if analysis and scenario planning

ERP Quotations and Orders*

Direct access to SAP ERP quotes and sales
orders and accurate pricing information

* Only for existing SAP SD customers

©
2012 SAP AG. All rights reserved.

26

Easily Monitor and Report Sales Performance

Interactive sales reports

Pipeline performance reports: analyze sales
performance and revenue projections versus
sales targets and quotas

Out
-
of
-
the box ‘CRM Interactive Reports’:


Active Accounts


Accounts with open activities


Accounts with open opportunities


Closed opportunities


Opportunity sources


Opportunity pipeline


Win/loss analysis by reason


Lead status analysis


Lead origin analysis

Generate custom reports and share

Powerful reporting tools


Report by team and individual


View any search result list as a chart


Export any table to Microsoft Excel

Customer Service

©
2012 SAP AG. All rights reserved.

28

As a Service Professional, What Are Your Top Issues
Today?

Top of Mind Issues

Resolve customer issues quickly

Easily access and share relevant
knowledge

Increase productivity of customer service
agents

Increase customer loyalty

©
2012 SAP AG. All rights reserved.

29

As a Service Professional, What Do You Expect From a
CRM Solution?

You want a CRM Solution that…

Enables your service agents to resolve
customer issues quickly

Provides contextual knowledge to
support your service agents

Increases service agent productivity

Is fast, affordable, and easy to use

Is a proven solution that works and that
others are using

©
2012 SAP AG. All rights reserved.

30

Enables Service Agents to Resolve Customer Issues
Quickly

Intuitive user interface designed for contact
center users

SAP CRM’s Interaction Center WebClient

Multi
-
channel support for phone, email, fax

(computer
-
telephony integration (CTI) and fax integration are not part
of implementation services)

History of customer interactions with Account
Fact Sheet

Pre
-
defined email

Service request management

Register and resolve customer queries and
issues

Manual or rule
-
based assignment and routing of
service requests

Easy to change or create new rules using

Rule Modeler

* ) Available with NW 7.0 but not in scope of RDS

©
2012 SAP AG. All rights reserved.

31

Provides Contextual Knowledge to Support Service
Agents

Contextual and easily accessible
knowledge base

Key words or category search

One
-
click to send ‘knowledge article’ emails

Simple content creation

Easy to categorize

Multilingual support

Open interface available for importing content
from 3
rd

party content sources

(not part of implementation services)

©
2012 SAP AG. All rights reserved.

32

Service Reporting

Interactive service reports

Out
-
of
-
the box ‘CRM Interactive Reports’:


Service Requests by Account, Status, and Priority


Interaction Records by Account and Category

Generate custom reports and share

Powerful reporting tools


Report by team and individual


View any search result list as a chart


Export any table to Microsoft Excel

Marketing

©
2012 SAP AG. All rights reserved.

34

As a Marketer, What Are Your Top Issues Today?

Top of Mind Issues

Increase customer demand

Align better with sales

Connect better with target audiences

Leverage digital channels

Increase customer loyalty

©
2012 SAP AG. All rights reserved.

35

As a Marketer, What Do You Expect from a CRM Solution?

You want a CRM Solution that…

Accurately identifies customer segments
and generates target lists

Makes campaign development and
execution easy

Helps you to better support your sales force

Is fast, affordable, and easy to use

Is a proven solution that works and that
others are using

©
2012 SAP AG. All rights reserved.

36

Accurately Target Customers, Streamline the Campaign
Process, and Better Support Sales

Target the best customers

Accurate targeting and List Management

Intuitive “Water Fall” Segmentation

External List Importing

Marketing Permissions

Simplify campaign management

Hierarchical Marketing planning

Task Management and Campaign Templates

Integrated Multichannel Execution

Better support the sales force

Integrated lead management

Automated lead distribution

Collaborative marketing calendar

©
2012 SAP AG. All rights reserved.

37

Easily Monitor and Report Marketing Success

Interactive marketing reports

Out
-
of
-
the box ‘CRM Interactive Reports’:


Campaign effectiveness


Lead status analysis


Lead origin analysis


Marketing contact list


Marketing contact summary

Generate custom reports and share

Powerful reporting tools


Report by team and individual


View any search result list as a chart


Export any table to Microsoft Excel

Technical Details

©
2012 SAP AG. All rights reserved.

39

Software Requirements


EHP2 FOR SAP CRM 7.0 / NETWEAVER 7.31


EHP6 FOR SAP ERP 6.0 (optional)


SAP NetWeaver Search and Classification (TREX)


SAP NetWeaver 7.1

(optional; for
Knowledge Articles
related functionality within business process
IC Service
Request Management
)


EHP1 FOR SAP SOLUTION MANAGER 7.0 (SP24+)




©
2012 SAP AG. All rights reserved.

40

System Landscape

Implementation service based on a two
-
tier system landscape:

©
2012 SAP AG. All rights reserved.

41

Sizing Example

Sizing
example

for the SAP CRM rapid
-
deployment solution.


Based on the following account and activity management related assumptions:


50 active system users


Master data


500 new customers per year


2,000 changed customers per year


5,000 displayed customers per year


Activities


100,000 new activities per year


Archived data = 24 months

Component

Sizing Result*

CPU

4 x 2 GHz

RAM

min. 8 GB

Hard drive

min. 100 GB

SAPS**

5,000

*

Data for example purposes only.

For details, contact your hardware partner.

**Performance indicators for sizing

SAP Rapid
-
Deployment solutions

The fastest way to run your business better

©
2012 SAP AG. All rights reserved.

43

© 2012 SAP AG. All rights reserved

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