ServiceOrderManagementwithSAPCRM2007-DetailedView

SAP CRM 2007Detailed View

SAP CRM 2007 – CRM Service

Service Order Management

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1. Overview2. Current Solution3. Further Information

Content

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Service Order Management

Make inquiry

Convert quotationinto service order

Accept quotation

Create andcommunicate quotation

Execute assignment,Perform confirmation

Approve confirmation,assign costs

Bill customer,perform analyses

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2233

66

11

77

44

Create and optimizeassignments

55

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Content

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Current Solution

Service Order ManagementService Order Quotation ProcessingService Order ProcessingService Confirmation ProcessingBilling and Controlling IntegrationService Analytics

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Service Order Management: Features (I)

Basic Functions and Master DataHeader and Item DataPartner DeterminationReference ObjectsProduct ProposalAccount Fact SheetTemplatesHigher Level Items and Sub-ItemsCumulating and PricingCategorization

Service Quotation ProcessingService Order Quotation ConversionService Order Quotation Analytics

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Service Order Management: Features (II)

Service Order ProcessingService PlanContract DeterminationWarranty Determination and Check LogWarranty AnalyticsCredit Limit CheckLogistics IntegrationAlert ManagementQualification IntegrationProduct Service Letter IntegrationCounter Integration

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Service Order Management: Features (III)

Service Billing and Controlling IntegrationAmount AllocationPayment Card ProcessingBilling InformationPricing Information/AgreementsControlling Integration

Service AnalyticsTimestamp Analysis

Document-related Processing Lifecycle AnalysisCross-document Timestamp Analysis

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Basic Functions and Master Data

Header DataInformation that is valid for the service order as a whole(For example, service order ID, description, sold-to party, status, and priority)

Item DataInformation that is valid for specific service order items only (For example,service item number, status, description, quantity, unit of measure, counterreading, and categorization codes)Support of service, service part, tool, sales, and expense items in the serviceorder

Tool ItemAbility to capture the request and confirmed usage of a tool

Partner DeterminationSupport within all service documentsAutomatic identification and entry of business partners in transactions

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Reference ObjectsReference objects, such as installed bases, components, objects, and products can be entered at headerlevel or item level as a basis for:

Determining whether a contract or warranty existsDetermining relevant qualifications or skillsAssigning counters and creating readings

Product ProposalProduct proposals can be generated and selected as items during service order creation, thus reducingorder entry times:

Change ink cartridge “is a service of” the product “Printer T610”A4 feeder tray “is an accessory of” the product “Printer T610”B/W ink cartridge “is a spare part of” the product “Printer T610”Pack of A4 paper “is a sales item of” the product “Printer T610”

Account FactsheetProvides a complete overview of the service situation of a customer, including historical analytical data fromSAP Business Intelligence

Object FactsheetObject factsheet provides a summarized overview of all relevant data regarding the reference service objects of a customer

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TemplatesTemplates are used to accelerate the creation of service orders, particularlythose that contain many items or complex hierarchies of itemsIndividual service items can be copied from a template,or the complete template can be referenced as a wholeChange management support enables changes made to template master dataand future validity to be recorded:

A template search term can be assigned to a template to enable it to be foundmore easily

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Higher Level Items and Sub-ItemsEnable items within the service order quotations, the service order, and the service confirmation to bestructured in the form of a hierarchy.Show, for example, that certain service parts belong to a service or that a service consists of severalindividual services.Facilitate service order creation as partner and organization data is inherited by sub-items from superioritems.

Cumulation and PricingWhen values from sub-items are cumulated, this value is assigned tothe higher-level item.

Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value ofall assigned sub-itemsA BAdI is provided to enable customers to define specific rules regarding the cumulation of values

Duration of oil change 1.0 2.5 HR

Duration of motor oil change 1.5 0 HR

Duration of gearbox oil change 1.0 0 HR

Q CQ Unit

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CategorizationAbility to describe orflexibly categorize atransaction at headerand item level by usingdrop-down list boxes or atree structure.The categorizationprofiles used intransactions areassembled via thecategory modeler anduse codes as a basis formodeling the hierarchyof categories a user isable to choose from.

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Service Quotation Processing: Features

Service Order and Service ContractQuotations:

Can be created for service ordersand service contractsProvide customers withinformation regarding prices andterms of delivery before the actualorder or contract is created

Creation of a Service Quotationfrom a Service Order:

Follow-up function is used tocreate a service order from thequotationReference to the quotation can befound in the Service OrderTransaction History

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Service Quotation Processing: Features

Service Order Quotation Analytics:Service Order Quotation Success Analysis

Shows the percentage of service order quotations that were created within a definedperiod and accepted by the customer

Service Order Quotation Expiration AnalysisShows which service order quotations are going to expire within a defined period, butwhich have not yet been accepted or rejected by the customer

Service Order Quotation Pipeline AnalysisCalculates the net value of all open, but not expired, and all accepted service orderquotation items in service order quotations for a defined period, multiplied by theprobability percentage

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Service Order Processing: Features

Service PlanUsed to plan and perform recurring services, enabling an object to be serviced throughoutits complete life cycleService plan does not have to be linked to the contract, but instead can be linked to theobject to be serviced. This enables the service plan to remain assigned to theobject for its complete life cycle, even if its owner changesEnhanced service plan simulation and forecasting capability enables you to plan theoptimal capacity of your workforce:

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Contract DeterminationThe system checks automatically during creation of the service order whether a contractexists for the customer:

Service Level Agreement (SLA) dates are determined on the basis of the contract andoverwrite standard response dates and times in the service orderThe object list in the service order shows which items are covered by the contract

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Warranty DeterminationThe system checks automatically during creation of the service order whether a warrantyexists for the product, object, or IBase that has been entered.

Warranty AnalyticsWarranty Usage List

Shows for a particular reference object, which individual objects are coveredby valid time-based warranties

Warranty Expiration AnalysisShows which time-based warranties are going to expire in a specific timeperiod per product, product group, object family, account, or region

Warranty Entitlement AnalysisShows the percentage of service order items containing reference to awarranty per characteristic (for example, per product, product group, object family,account, or region)

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Credit Limit CheckA credit check can be activated in CRM service orders at header levelIf a credit check is active, the setting of the status “Released” is prevented if:

The manual or automatic credit check has not been performedThe result of the credit check is not OK

Authorization for Releasing ItemsSince different people within a company may be responsible for releasing items andfor setting the credit release, it is possible to set the necessary authorizations in theuser’s status profile

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Logistics IntegrationEnsures that service parts and external resources for service order processing areavailable at the right place and timeAllows the integration of third party service providers and suppliersOffers Logistical Options

Service Parts– Reservation– Purchase Requisition– Purchase OrderExternal Resources

– Purchase Requisition– Purchase Order

Shows processing status of the logistical processes that are carried out in SAP ERPand can be monitored within the transaction history of the service order

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Logistics Integration: Service Parts

Service Part

Items

ProcurementParameters

Service

Order

SAP ERPLogistical Options

CRM

Inbound Processing

Delivery

Goods Receipt

Service Order 781231

Reservation 2835

Purchase Requisition 443

Purchase Order 124334

Goods Receipt

Transaction History

Reservation

PurchaseRequisition

Purchase Order

Item Category

Process Type

Service

Organization

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Logistics Integration: External Resources

External

Resources

SAP ERPLogisticalOptions

Service EntrySheet

Service Order 781231

Purchase Requisition 443

Purchase Order 124334

Transaction History

PurchaseRequisition

Purchase Order

ProcurementParameters

Item Category

Process Type

Service

Organization

Service

Order

CRM

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Alert ManagementAlert Management enables potential problems and predefined critical events inday-to-day business operations to be managed proactively and recognizedand acted upon fastAlerts can be used to trigger escalation actions such as workflows

Appointment SchedulingInteraction Center Agents can perform appointment scheduling from within theservice order of IC Web

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Appointment Scheduling in the IC WebClient

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Qualification IntegrationService orders and service order items can contain qualification requirementsQualification requirements are inherited by the service order items from theservice order header and by sub-items from superior items. They can also bechanged manually by the userQualification requirements can be assigned to the following:

Business partner (main partner)IBase/componentService productObject

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Product Service Letter (PSL) Management

OEM determines aPSL is required

Service provider receivesPSL and informs customers

Amount allocation andbilling partners are set

Product Service LetterProcessing

PSL is analyzed

PSL is assigned to serviceorder for customer object

Changed status ofPSL is reported

and OEM is informed

Service order with PSL iscarried out and confirmed

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Current Solution

Product Service Letter ManagementSolution covering the dealer/service provider side of PSL managementAutomatic load of PSLs, including service template to store the detailsregarding the activities to be carried outManual creation and linking of PSL and service templateSearch for valid objects when creating a PSLSearch for valid PSLs when referencing an individual object in the service orderAmount allocation and billingBW analyses

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Counter IntegrationCounters can be assigned to:

An objectAn installed base (IBase)A product

Counter readings can be entered in:CRM service ordersCRM service confirmationsCRM service plans

External Interface for Entering Counter ReadingsCounter readings can be entered via a XIF interface

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Counter ReadingsPossible counter reading scenarios include:

Recording service histories(For example, recording of the mileage during the technical inspection of a car)Claiming services(For example, recording of the number of times that a customer was in contactwith your consultancy team during an implementation project)Recording energy consumption(For example, household gas or electricity readings)Assessing warranty claims based on consumption(For example, a car warranty only valid for the first 30,000 miles)Scheduling service plans(For example, the next scheduled maintenance work that is scheduled after1,000 operating hours)

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Amount Allocation in CRMBillable and Non-billable Items

Several external recipients for billable items (revenues)Several internal recipients for non-billable items (costs)

Splitting of billing-relevant items possibleSeveral external and internal recipients are possible per itemSplits and rules are inherited by various items

Ability to define who should pay which expenses shortly before billing takes placeThe settlement of expenses at different times during the service process

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Amount Allocation in CRMDefinition of rules and flexible grouping of items:

Example: Customer pays completely for all materials, but onlypays 40% of the expenses for services

Improved cost controlling by means of clear cost assignment

10 Repair 100 Hours 1000 Euros

40 % 60 %

Customer Insurer

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CRM BillingBilling information can be entered both at header and item level, and includes:

Payer and Bill-To PartyPayment termsBilling block status

It is possible to define the following information for an item:Whether item values should be cumulatedPricing indicatorWhether item is relevant for billing

ERP BillingThis enables the use of already established SAP ERP billing infrastructurefor CRM Service processes (service contracts, service orders, and confirmations).Service initiation, planning, and execution is carried out in CRM.Billing-relevant items from CRM service orders, contracts, and confirmations aretransferred to the SAP ERP system as a debit request where SAP ERP Billing canthen be carried out.

Payment Card Processing with ERP BillingCustomer is able to pay by credit, debit or corporate card.Multiple payment cards and amounts to be charged can also be specified.

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Pricing Information/AgreementsPricing information can be entered both at header and item level, and includes:

Gross and net value prices, tax, and shipment costsCurrency, customer pricing procedure, and statistical informationTax information

Controlling IntegrationCosts resulting from a service order (for example, hours worked by a field serviceemployee or spare parts ordered for a customer) can be tracked and posted to aninternal cost collector in FI/COBW analyses can be defined based on costs in the service order (for example,costs that have arisen from services covered by warranty)


Service Workforce AnalyticsEmployee Availability

Shows the availability of service employees within a defined timeframe and howmany hours they have planned for productive and unproductive (non-billable) work

Employee UtilizationShows how unproductive time is being spent by service employees, and enablesrevenue to be forecast per employee/employee group

Qualification/Skill/Job Function Requirement FrequencyShows which qualifications, skills, or job functions are required most/leastfrequently, or which job functions are held most/least frequently by serviceemployees

Qualification Requirement Completeness AnalysisShows whether all mandatory qualification or project role requirements have beenfulfilled within a service demand (for example, in a service or project order)


Service Process AnalyticsEmployee Availability

Timestamps can be recorded at predefined stages during service processing,enabling processing durations to be calculatedProcessing durations can be measured:

within individual documents (for example, within the service order from the timethat it status was set to “Released” until the time at which it was set to“Completed”cross-application (for example, from the time that a service order was created bythe customer via E-Service until the time that the confirmation for this order wascreated in CRM online)

Pairs of timestamps can be used to flexibly define key performance figures forservice processing

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Service Analytics: Features

Timestamp AnalysisDocument-related Processing Lifecycle Analysis

Enables the status or the processor of a single document to be tracked. Each time astatus is set for this document or changed, or a processor is assigned to the document orchanged, this information is recorded together with the corresponding timestamp,enabling the processing lifecycle of a document to be analyzed.Status Tracking shows how long a document (e.g. service order) had the status Inprocess.Processor Tracking shows how long someone was the processor of a document.

Cross-document Timestamp AnalysisEnables processing durations between timestamps that occur when predefined eventstake place and that are located within different documents to be analyzed.Timestamp "pairs" can be used to calculate durations (Performance Key Figures) such as"Order Runtime" or "Time to Close". A number of predefined Performance Key Figuresare shipped within standard customizing and customer-specific Performance Key Figurescan be defined if required.

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Document-related Processing Lifecycle AnalysisA database table stores the duration of different document statesThis database table is filled via CRM middleware flowThe transaction types that are to be tracked are defined in CustomizingCan be used by each application

Note: Customer-specific enhancements of user status groups or business partner functionsrequires enhancement of extract structure and BW objects

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Document-related Processing LifecycleAnalysis: Data Model

Status Group X <Open>Processor <Jones>

Status Group X <Open>Processor <Smith>

Status Group X <In process>Processor <Smith>

t1 t2 t3

OrderItem ID

StatusGroup X

Processor ContactPerson

Timestamp[from]

Timestamp[to]

Duration LastChange

331146 <Open> <Jones> <Miller> 2008-03-1208:50:00

2008-03-1209:00:00

0d 0h10m 0s

2008-03-1209:00:04

331146 <Open> <Smith> <Miller> 2008-03-1209:00:00

2008-03-1209:30:00

0d 0h30m 0s

2008-03-1209:30:05

331146 <In process> <Smith> <Miller> 2008-03-1209:30:00

2008-03-1308:00:00

0d 22h30m 0s

2008-03-1308:00:04

Service Order Lifecycle

Database Table in CRM

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Cross-document Timestamp AnalysisA database table stores the timestamps of different document and different systemsTimestamps can be recorded at predefined stages during service processing, enablingprocessing durations (performance key figures) to be calculatedCRM provides a portfolio of predefined performance key figures using predefined date typesCustomer-specific key figures can be defined easily and also used to measure cross-document processing durationsNo modifications necessary in CRM when defining customer-specific key figures

Note: The service lifecycle analysis is currently only based on the CRM document flow

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Cross-document Timestamp Analysis: DataModel

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GUID ANCH_GUID(Process ID)

ORD_CR_TS(t0)

ORD_RE_TS(t1)

CNF_CO_TS(t3)

BIL_CR_TS(t4)

11111 123456 2008-06-0209:02:41

2008-06-0215:21:33

2008-06-0310:18:48

2008-06-0313:48:03

Service Order Service Order Execution Service Confirmation Billing Document

Database Table in CRM

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Durations Within the Service ProcessingLifecycle

Time

Cus

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Quo

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Quo

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Ord

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ssig

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to fi

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serv

ice

empl

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Fiel

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ssig

nmen

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Fiel

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rvic

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rrive

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site

Assi

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Con

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firm

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prov

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Invo

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gene

rate

d

Invo

ice

sent

to c

usto

mer

Paym

ent o

f inv

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by

cust

omer

Cal

l ans

wer

ed

Time to dispatch

Time from initial customer call to payment of invoice

Time from generation of invoice to payment of invoice

Time to complete assignment

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Performance Key Figures (Delivered)

Performance KeyFigure

RequiredTimestamps

Description

OrderRuntime

Service Order Creation;Service Order”Completed”

The order run time shows how long an order took to be processed, from the time that it was createduntil the time that it was set to “Completed”. Order creation can be performed directly in the CRMsystem by an employee within the service organization, by a field service employee on a mobiledevice, or by a customer via E-Service (ICSS).

Assignment RuntimeService AssignmentAcceptance; ServiceAssignment “Completed”

The assignment runtime is measured from the time that a service assignment is accepted by a fieldservice employee (e.g. by phone, fax, email, face-to-face) until the time that the assignment iscompleted by the field service employee (e.g. by phone, fax, email, face-to-face).

Time to React/Time toDispatch

Customer ProblemNotification Receipt;Service AssignmentCreation

The time to react is measured from the time that the customer notifies the service organization (byphone, fax, email, face-to-face) that there is a problem until the time that the Resource Plannercreates a service assignment (service item) for one of his field service employees.

Time to Accept (1)•Also called “Call toDispatch” by Otis Elevator

Customer ProblemNotification Receipt;Service Assignment“Accepted”

The time to accept is measured from the time that the customer notifies the service organization (e.g.by phone, fax, email, face-to-face) that there is a problem until the time when the respective fieldservice employee accepts the service assignment (e.g. by phone, fax, email, face-to-face).

Time to Accept (2)Service Assignment“Informed”; ServiceAssignment “Accepted”

The time to accept is measured from the time that the work to be done has been communicated to thefield service employee (e.g. by phone, fax, email, face-to-face) until the time when the respective fieldservice employee accepts the work to be done (e.g. by phone, fax, email, face-to-face).

Time to Repair/Fix (1)Customer ProblemNotification Receipt; Endof Repair

The time to repair/fix is measured from the time that the customer notifies the service organization (byphone, fax, email, face-to-face) that there is a problem until the field service employee confirms therepair as being completed (e.g. by phone, fax, email, face-to-face) .

Time to Close

Customer ProblemNotification Receipt;Service Order“Completed”

The time to close is measured from the time that the customer notifies the service organization (byphone, fax, email, face-to-face) that there is a problem until the time that the service order is set to“Completed”. However, since service order completion is sometimes performed a long time afteractual work completion, customers should be able to choose to use the “Work Completion” timestampfrom the Service Confirmation instead.

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UI Features

ONE web-based UIKnown Web application styleUnified behavior across CRM scenarios

Easy-to-useEasy and clear navigationFast time-to-use: Lean end-user documentationand E-tutorialsHigh productivity: Groupware integration,Upload/Download, Browser Printing, Ad-HocReporting, Searching

FlexibleCustom Field ConfigurationCustom Screen LayoutsPersonalization by end-user: search,groupware, homepage

Based on proven IC WebClient

SAP Enterprise Portal is anOption but not required

Tailored to Users in Sales,Service, and Marketing

Replaces CRM PCUI andSAPGUI

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Service Professional: Home

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Service Professional: Calendar

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Service Professional: Service OrderPersonalization

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Content

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Further information

SAP Online Knowledge ProductsSAP Service Marketplace http://service.sap.com/okp

mySAP CRM 2006s Learning MapsSAP Service Marketplace http://service.sap.com/rkt-crm> mySAP CRM 2007

Online DocumentationSAP Help Portal http://help.sap.com/ > Documentation >mySAPBusiness Suite > SAP Customer RelationshipManagement

http://service.sap.com/okp

http://service.sap.com/rkt-crm

http://help.sap.com/

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ServiceOrderManagementwithSAPCRM2007-DetailedView

Documents

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