What’s New in SAP CRM 7.0?

tenchraceSoftware and s/w Development

Jul 14, 2012 (5 years and 4 months ago)

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What’s New in SAP CRM 7.0?
SAP CRM 7.0
Release Highlights
What‘s New in SAP CRM 7.0?
Overview
UI Framework
Enhancements
Architecture
Improvements
Service
Excellence
Consumer
Marketing
Improving Sales
Performance
ERP Order
embedded
in CRM
Industry
Highlights
Enterprise
Services
Suspects
Locations
Relations
Objects
Record
Documents &
Forms
Incident
Lead
Operations
Staff & Units
Case
Lead-to-Cash
Service
Sales
E-Marketing
Fulfillment
New Productivity Tools:
 Smart Value Help
 Recent objects for faster navigation
 User Guidance by task based UI
 Table Graphics:
visualizing table content in a pie or bar chart
Enhanced Personalization:
 Web Links can be added to your CRM Home Page
 Optional tile layout
 Customer specific icons
 Drag & Drop
 in UI configuration tool
 in calendar (e.g. reschedule meeting)
UI Framework Enhancements
UI Framework & Architecture Highlights (1/2)
Enterprise Search
 Simple Search User Interface for CRM
 Cross-object searches within CRM (local search scenario)
 Cross-systemsearches across the business suite (central
search scenario)
 One common modern search technology for CRM and also
the suite (TCO)
 Based on NetWeaver Enterprise Search
 High runtime performance resulting in fast searches
Identity Management
 Integration of CRM with SAP NetWeaver Identity
Management (IDM)
 Central management of user data, CRM acting as receiver
 Enablement of CRM to handle all necessary follow-up steps
(automated or workflow-based) so that users can start
working in CRM without any disruptions
© SAP 2007 / Page 4
UI Framework & Architecture Highlights (2/2)
Design Layer
 Reduction of the UI configuration tool field set
 Central re-labeling
 Easy creation of value help content for customer
specific fields
Extensibility Tool
 Provide capability to extend CRM Business Objects
 Seamlessly integrated into the CRM Framework
Tools
 Accessible via UI Configuration Tool and from the
Navigation Bar
 Transport extensions & Multi-language support
Stable Core
 Consolidated stable core approach
 Enhancement package1 readiness
 Clear software component definition
© SAP 2007 / Page 5
Realizing Business
Requirements in a
faster, simpler and
efficient way.
Realizing Business
Requirements in a
faster, simpler and
efficient way.
Service Management (1/5) –
Highlights Overview
Customer
Service
Logistics
& Finance
Warranty
& Claim
Management
Returns &
Depot Repair
Field Service
Management
Customer
Service &
Support
Installations &
Maintenance
Service
Contracts &
Agreements
Service Sales
& Marketing
Ɣ Contract templates
Ɣ Contract renewal
Ɣ Contract change
processes and mass
changes
Ɣ Credit card payment
Ɣ Packaged service quotations
Ɣ Functional location download
Ɣ Bill of material replication
Ɣ Enhanced authorizations
Ɣ Service request and
master requests
Ɣ Knowledge articles
Ɣ IT service management
Resource planning:
Ɣ Geo-maps
Ɣ Alternative technician
information
Ɣ Technician self-service
Ɣ Usability enhancements
Ɣ Automated warranty
activation
Ɣ Link to CATS time sheet
Ɣ Displaying cost
information
Service Management (2/5) –
Customer-Driven Enhancements
Service enhancements & alignments:
 ERP integration of functional locations and bill
of materials
 Credit card payment in CRM billing
 Service transactions inherit reference objects
and categorizations to the item level
 Controlling and cost information displayed in
transactions
 Improved serial number integration
 Enhanced authorizations for Installed Base
Service Management (3/5) –
Advanced Contract Management
Advanced Contract Management covers enhanced
functionality around service contracts and the
whole life-cycle of a contract with processes of
contract offering, contract execution and contract
maintenance.
Enhanced contract life-cycle:
 Package quotations incl. enhanced package
pricing and follow-ups creation
 Automation of contract activation processing
 Master contract templates
 Consolidated change processes for all contract
types
 Marketing integration for contract renewal
process
 Interfaces for 3rd Party remote service vendors
 Display related ERP documents in transaction
analyzer
 Usability enhancements
Service Management (4/5) –
Resource Optimization
In order to plan and steer internal and external
technicians, resource scheduling is an essential
part of service processing within companies.
Offering the necessary information in a smart way
enables resource planners to plan and react
accordingly.
Continuous and enhanced support for external
service providers follows the market requirements
and offers more end-to-end process possibilities.
Resource Optimization:
 Alternative technician information
 Maintenance for service providers
 Technician Self Service
 Planning information enhancements
 Strengthen back office possibilities
Service Management (5/5) –
Knowledge Articles Management
The new Knowledge Article Base contains
business relevant FAQs, how-to documents,
special process information, solution
descriptions, etc.
Create, link and distribute knowledge :
 Quickly find information via full text search
 Easy integration to other CRM objects like
customers, products, installed bases,
campaigns, opportunities, service requests …
 Multilingual text authoring and attachment
capability
 Special authorization checks to restrict access
to special user groups
 Actions and Workflow support
 Interfaces for import and export from and to
existing knowledge bases
ITIL
®
– Compliant IT Service Management (1/2)
Comprehensive End-to-End Solution
New comprehensive and complete
ITIL®-compliant end-to-end offering for
IT Service Management
ITIL-compliant incident, problem, and
change management
IT Service Desk for professional 1st
level support, optionally with integration
into SAP Solution Manager Service Desk
IT Object Management and IT Service
Level Management as a basis for IT
support processes
IT Service Desk
2
nd
Level Support
Customer
Flexible Usage Options
 Internal scenarios – IT department delivering IT support to other departments
 Shared Service Center (SSC) scenarios – SSCs offering IT- as well as further
internal services globally for one corporate group
 External scenarios – IT service providers offering services to their customers
ITIL
®
– Compliant IT Service Management (2/2)
Comprehensive End-to-End Solution
IT Service Desk
2
nd
Level Support
Customer
IT Support Management
 Pre-defined process types for incident, problem
and change management along the best practices
described in the IT Infrastructure Library® (ITIL)
 „One Component“ concept for flexible usage of
these process types within or outside of SAP CRM
Interaction Center
 Integrated knowledge article search and
provisioning
 Pre-defined interface to SAP Solution Manager
Service Desk for exchange of incidents
IT Object and IT Service Level Management
 New object family for IT items, optionally with integration to SAP ERP
 Maintain and display dependencies between IT items via object relationships
 Service Levels like service and response profiles, as well as metrics
 Service level adherence as well as other IT service-related reporting via SAP BI
Interaction Center (1/2)
Core Enhancements / High Volume
 Context Area and Multichannel Integration
 Configurable Context Area: Use CRM configuration tool to configure and adjust the
Interaction center Context Area to your needs.
 Multichannel Integration: Enhanced administration options to configure polling frequency
and Contact Center Software heartbeat checks
 Interaction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO
(Business Process Outsourcing) scenarios
 Account Identification and Lean Interaction Record
 Enhancements for searching and identifying accounts
 Runtime optimized configuration for Interaction Record
 One stop configuration
 CRM WebClient business transactions can be used natively with IC screen layout in the
IC WebClient
 New ITIL compliant services processes common for customer service and shared service
center, including IT Service Desk - available in CRM WebClient and Interaction Center
WebClient
SAP sees increasing adoption of CRM Interaction
Center by high volume call centers. A set of
improvements optimize the current application
as well as the end user processing times. One
stop configuration allows to optimize TCO in
multi-scenario implementations.
© SAP 2007 / Page 14© SAP 2007 / CRM70 Kick-off, Page 14, SAP internal and confidential
Interaction Center (2/2)
Shared Service Center – Accounting Interaction Center
 Business Partner Identification
Identification of customers, vendors and employees and their related
partners
Identification of partner by company code and by reference documents
(e.g. ERP invoice) – company code from ERP back end can be used
Interaction Center Client Switch in case of Multiple CRM and Backend
clients e.g. for BPO (Business Process Outsourcing) scenarios
 Service and Interaction Record
Service request creation / tracking user interface for non Interaction
Center users (e.g. accounting or HR staff)
Track company code and reference document in service request
Service request search by company code in Agent Inbox
 Launch Transaction Content
Sample content for most relevant launch transactions to access
Financial Accounting processes in the ERP backend
SAP CRM 7.0 integrates CRM Shared Service Center
functionality with the backend systems for financials.
With this Accounting Interaction Center, requests from
customers, vendors/ suppliers and employees can be
easily tracked and resolved.
© SAP 2007 / Page 15

Communication-Enabled CRM Processes (1/4)
(CEBP)  What if…
 …while reviewing a lead, your account managers could see
whether the colleague who qualified the lead is currently
available for a phone call?
 …all your customer facing personnel had access to
communication features previously available only to your call
center agents (screen pop, screen transfer)?
 …it only took a mouse click to communicate with your
customers and colleagues?
 …you could ensure real time execution on steps in a business
process in the same way you manage incoming phone calls?
Customer Service Network
People, Skills, Availability, ….
CEBP
Communication-Enabled CRM Processes (2/4)
What are communication enabled processes in a CRM context?
CEBP
Apps
CEBP
Business Processes
Channels
Customer
 Network of people and skills
In-house
Multiple locations
Outsourced
Home agents
 Consistent, relevant
interactions across
channels
 Seamless integration with
marketing, sales & service
processes
 360° view of the customer,
process access and
collaboration
Connecting People, Processes, and Communications within a
Customer Service Network
Communication-Enabled CRM Processes (3/4)
SAP CRM 7.0 integrates communications with
CRM processes allowing companies to leverage
organizational know-how independent of
location; enhance marketing, sales, and service
activities; and reduce total cost of ownership.
 Communication enablement for all CRM business roles
 Communication toolbar integrates phone functionality with all CRM user interfaces and
business roles and allows customer facing personnel to collaborate in a business context
 Enables more efficient and effective interactions with customers, partners and employees
throughout the organization
 Empower collaboration with contextual presence
 Presence information available from communication systems is determined in the
appropriate business context within CRM screens
 Business context can be used during collaboration
 Allows determination of available people with right skills at a glance and transfer of CRM
screens during call conferencing or with call transfers
 Business process push
 Routes and pushes CRM processes to CRM users leveraging the integration to a
communication management system
 For example, CRM E-Mail Response Management System (ERMS) can utilize SAP BCM to
route and push an analyzed email to a CRM Interaction Center agent
Communication-Enabled CRM Processes (4/4) –
Example: Presence Information in Partner Views
Caller
Identification
Call Status/
Timer
Softphone
controls
Availability
Indicator
Softphone
Link
Marketing (1/4) –
Focus on Consumer Marketing
Loyalty Management @ SAP
 Loyalty Management applies across multiple industries where
customer loyalty programs are utilized to build customer
relationships and to promote specific customer behaviors.
 Loyalty management enables marketers to plan and execute
closed loop loyalty programs, such as frequent flyer programs.
 These programs can promote customers participation through
points/reward programs where certain amounts of points are
earned for a specific customer behavior. In turn, customers can
redeem these points for specified rewards.
 End customers have access to self-service web sites to check
and manage their points/reward accounts and to redeem
points for rewards, or may choose to access these actions via
the company’s call center.
Loyalty Management is customer centric
Integration and cross-enterprise processes are becoming the key to success in
CRM.With the front-office/back-office story, [especially] SAP [has] the best vision,
because it is creating an ecosystem of vendors around NetWeaver. . . .
Forrester:SAP isn’t software; it is a religion
© SAP 2008 / Page 19
!
Marketing (2/4) –
Loyalty Management – a complete Solution ...
Beef or chicken?
Why not take more?
If you can get more …
 Loyalty Program Management enables set up and maintenance of loyalty programs.
Program maintenance includes information about program-related loyalty status levels,
tier groups and levels, set up and maintenance of point accounts, as well as program-
specific point accrual and redemption based on flights, nights of stay etc.
 Loyalty Reward Rule Management includes set up and maintenance of loyalty rules and
conditions – finally being processed by the loyalty engine. All points accrued and
redeemed by members are recorded within the member‘s point account.
 Loyalty Membership represents the participation of an individual person, or
organization to a specific frequent flyer program. Membership is opened by a
registration to the loyalty program, either paper-based, via web-self service, or call
center. It also includes member activities such as flight or sales activities - finally being
accrued or redeemed as points.
 The Loyalty Management Processing Engine a highly scalable Engine to process
member activities and tier transition evaluation. It is an integrated part of SAP CRM and
the “heart” of the CRM based Loyalty Management solution.
 Loyalty Management additional features:
 Collaboration
 Integration
 Analytics
SAP Loyalty Management is part of SAP CRM. It is fully integrated
into core CRM scenarios, such as marketing campaign management,
service complaints management, Web Channel and more.
Marketing (3/4) –
Loyalty Management – Functional Overview
Loyalty API
Connectivity
Backend
Integration
IC
Integration
Web Channel
Integration
Simulation
Integrate/ Analyze/ Collaborate
Program
Management
Reward Rules
Management
Membership
Handling
Processing
Engine
© SAP 2008 / Page 21
© SAP 2007 / Page 22
Marketing (4/4) –
High Volume Marketing Enablement
Scalability Enhancements address the needs
of high-volume marketing environments
where marketers deal with large number of
end-consumers, segments, and campaigns
to reach their target audiences with relevant
marketing messages.
Segmentation
 Improved segmentation scalability for high
volumes of customer data
 Clear visualization of all segmentation steps
Campaign Execution
 Lean high volume campaign execution for e-mail
and file export
 Newsletters and special campaigns, e.g. in loyalty
programs, can be addressed to millions of
customers
Address List Handling
 handling of temporary address data for e.g. high
volume one shot mailings with purchased/rented
addresses
Sales (1/4) –
Improving Sales Performance
Sales (2/4) –
Territory Management
Territory Management enables
Optimal coverage of sales territories by dividing
sales markets into territories
Assignment of territories to CRM accounts and
Opportunities and there by to the right sales
professional
Authorization management, there by ensuring that
the user gets the right information
Capabilities:
Authorizations based on territory assignment.
Search based on territory for various CRM objects (accounts, products, bus. transactions etc.).
Possibility to model & evaluate territory rules, using a rule engine – supporting „inclusions“ and
„exceptions“.
Supports basic territory alignment capabilities, with a possibility to configure what-if scenarios.
Provides basic data validation reports, which could be used by territory administrators to maintain
territory mgmt in the CRM system.
Provides mass update reports, which could be used to update territory/sales employees in
territory management and the associated business documents after territory re-alignments.
Provides territory interface in accounts application, so as to maintain manual overrides for certain
accounts.
Sales (3/4) –
Pipeline Performance Management
Pipeline Performance Management helps
sales managers and representatives to
Analyze their sales pipeline
Identify gaps and critical opportunities
Simulate what-if scenarios
Capabilities:
Ability to set overall revenue target, revenue target by product/ product category, units target by
product or product category .
Ability to choose the data content for pipeline analysis from total sales volume, sales volume by
product / product category, units volume by product / product category.
Provides weighted / un-weighted Pipeline data with dynamic filters for pipeline data exploration.
Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option to
save simulated opportunity value changes.
View pipeline-relevant changes for a certain time horizon, showing direction of change for key
fields.
Quickly display the relevant information about recent activities, contacts, products, related
competitors, etc.
Personalize chart views by making personal default settings.
Maintain individual churn rates to calculate the target line for Sales Pipeline View.
Sales (4/4) –
Order Management Highlights
Customer Order Management
Capture, adjust, track and bill a customers request for
products and services
Prevent errors and inconsistencies
Simplify ordering across channels
Enable consistent pricing, up-/cross-selling and campaign
execution.
Complete Lead-to-cash process with ERP
Order
CRM Opportunity to ERP Quote/Order
CRM Cross-/Upsell and Campaigns within ERP Quote/Order
CRM Catalog Search and Browse within ERP Quote/Order
Guided Sales Configuration
Target Industries
Industrial Machinery & Components
High-Tech: Component Manufacturer
Mill Products
Consumer Products: Beverage
Lead-to-Cash
Service
Sales
E-Marketing
Fulfillment
© SAP 2007 / Page 26
Web Channel (1/2)
Loyalty Management Integration Into Web
Channel
Increase brand loyalty and encourage specific customer
behaviors.
Reward specific customer behaviors with points. Points can be
redeemed for specified rewards.
Customers can enroll in loyalty programs and manage their
accounts online
View and use eligible rewards within the shopping basket.
Additional Deployment Flexibility With ERP
Order Integration
Adds third option to existing deployment modes (SAP E-
Commerce connected to SAP CRM or directly to SAP ERP).
Enables customers to run e-commerce capabilities with SAP
CRM but using the SAP ERP sales order.
Allows to use the ERP order but benefit from the e-marketing
features of CRM such as product recommendations, cross- and
up-selling, and marketing campaigns.
No need to replicate orders and to duplicate pricing conditions
in CRM.
© SAP 2007 / Page 27
Web Channel (2/2)
Single Product Catalog For Customers, Sales
Reps and Call Center Agents
Same view to product catalog information for employees as
provided through SAP CRM Web Channel
Rollout and use consistent product information in all
channels and enable quick quote/order creation from online
catalog
Enterprise Service Oriented Architecture
(ESOA)
Provide well defined interfaces to flexibly enhance and adapt
the solution
Leverage Web services to manage the CRM product catalog
Integrate product information as well as real-time
price/availability into non-E-Commerce context like a
consumer Homepage using Web services
SAP E-Commerce for SAP ERP (delivered as
part of SAP ECC 6.0 EHP4)
SAP E-Commerce for SAP ERP updated to match the latest
E-Commerce version for SAP CRM
© SAP 2007 / Page 28
Partner Channel Management
End-to-end Channel Service Management
Partners manage and track their service
resources and availability
Vendors execute service resource planning &
service order distribution
Self-service for partners to receive and confirm
completion of service orders
Integration with billing & warranty claims
Enterprise Service Oriented Architecture
(ESOA)
Integrate your own Partner Registration
application with SAP CRM Partner Channel
Management using SOA services.
© SAP 2007 / Page 29
Industry-Specific Scenarios (1/3) –
Investigative Case Management (Public Sector)
Supporting Public Security
The market for Public Security is demanding for a
solution capable to handle the whole lifecycle of
criminal investigation, starting from the time of first
incident/lead down to case closing and maintaining a
court result.
Investigative Case Management offers a centralized
information storage, a collaborative process
management and capabilities to relate entities and thus
to derive intelligence from that.
High- Level Capabilities:
 Support of initial and further investigation processes
with incidents, investigative leads and cases
 Investigation case processing, i.e. intelligence and
information sharing, evaluation of information & source
reliability, organize security force operations and
support law enforcement
 Central storage for suspects, victims, witnesses as well
as objects and locations. Support of complex
relationships between master and transactional data.
Suspects
Locations
Relations
Objects
Record
Documents &
Forms
Incident
Lead
Operations
Staff & Units
Case
Trade Promotion Management
CP companies on an average spend 18% of
their sales revenue on funding trade
promotions. In the current economic climate
understanding which promotions are
effective is more important than ever before.
New capabilities to improve usability:
 Promotion totals on overview page, key
figures added to calendar, etc
 Improved claims management capabilities
 Improved funds determination
Enhanced TPM Capabilities for mobile users
visualization of:
 Trade Promotions with Product Segments,
display pallets, etc
 Funds used to manage Trade Promotions
Industry-Specific Scenarios (2/3) –
Trade Promotion Management
Please refer to Marketing section of this
presentation for more detailed information.
Industry-Specific Scenarios (3/3) –
Loyalty Management (Travel/ Transportation)
Service Oriented Architecture in CRM (1/2) –
Enterprise Services
CRM is a prime platform for customers to
drive value from SAP’s Service Oriented
Architecture.
 SAP CRM 7.0 provides a broad service
enablement across Marketing, Sales and
Service – with productized Enterprise
Services to cover
• Composite application scenarios (incl.
Interactive Forms)
• Inter-company and cross-company
system integration scenarios
 Enterprise Services are delivered through
Service Bundles – with a high coverage of
the CRM Solution Map scenarios across
Marketing, Sales, Service, and Web Channel
 Web Service Tool (already introduced in
older releases) to enable modeling of
individual services on the fly by following a
user-friendly wizard
Service Oriented Architecture in CRM (2/2) –
Example: Enterprise Services for CRM Service
Before – Slow, error-prone processes for
requesting services, communicating
changes, confirming work done.
After – Transparent, fast, and accurate
service order management processes
Transparent, streamlined, integrated
service processing
Delayed processing of service
orders, quotations and
confirmations communicated
via phone or E-Mail
Error-prone entry of data – no
automation, no self-service
No visibility for customers regarding
current status of processing
Process
 Not having an integrated CRM system,
customer has to call IT service provider to
request services
 IT service provider creates service order
manually in the CRM system
 Customer has to call IT service provider to
request current status of service order
 …
Process
 Customer uses customer-specific web
service to create service order in IT service
provider’s CRM system
 Incomplete product data can be
verified/standardized within the CRM system
 Current status of service documents can be
requested at any time via a web service
 …
© SAP 2007 / Page 35
Data Quality Management
Capabilities:
 Integrated duplicate check as a technically integrated
solution, including duplicate identification and duplicate
merge, using SAP software or a third-party add-on.
 External duplicate check by a service provider (agency),
including export of data records, upload of results, and post-
processing of results (merge).
 External postal address validation (syntax validation) using an
external service provider, with export of data records and
upload of results.
 External content validation for relocation and necrology using
a service provider (agency), with export of data records and
upload of results.
Data quality management tasks are performed for a whole validation
group. A validation group is a set of business partners and is
represented by a target group or a profile. Validation groups are built
using the segmentation functionality available in CRM Marketing.
Target
Group
Transfer
Data
Identify
Duplicates
Create Cleansing
Cases
Merge
Automatically
The Data Quality Management framework provides a
set of powerful tasks designed to
 eliminate duplicate business partner data records
 ensure a consistently high standard of data quality
Dashboards and Interactive Reporting
Business Objects has opened a new window of
opportunity for improvement in the area of CRM
Analytics. CRM Dashboards integrate Business
Objects Xcelsius ® in CRM 7.0 with a visual
User Interface and interactive analytics.
CRM 7.0 provides a framework to create easily
Business Objects Xselsius ® Dashboards
based on pre-defined CRM-interactive reports.
Capabilities:
 Create your own custom CRM
dashboards using Business Objects
Xcelsius Enterprise ®
 Wizard driven dashboard builder tool
provides possibility to upload the
Xcelsius ® Dashboards and embed it
within the CRM WebClient
 Share Xcelsius ® dashboard with other
CRM users