Solution Details SAP Customer Relationship Management rapid-deployment solution for service management V1.702.

Solution Details

SAP Customer Relationship Management rapid-deployment solution for service management V1.702

© 2012 SAP AG. All rights reserved. 2

Contents

Introduction to SAP Rapid Deployment Solutions

Overview of the Solution

Solution in Detail Service Order Management Complaints and Returns Management

Service Delivery

Technical Details

Introduction to SAP Rapid Deployment Solutions


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


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


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

RAPID DEPLOYMENT

SOLUTIONS


… 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


Why have customers chosen SAP Rapid Deployment Solutions?

8

Weeksto go-live

15%

Reduction in project costs

4

Week implementation


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


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


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

From zero to ERP baseline in one goIndustry & 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


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


Your Vision for CRMFinding a Solution to Help Realize Your Goals

Your Vision for CRMFinding a Solution to Help Realize Your Goals

To become a truly customer-centric enterprise

To continuously improve sales of services and service effectiveness

To deliver a superior customer experience that fosters loyalty

You Have a CRM Vision to deliver excellent Customer Service

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 ThompsonFounder and CEO Customer Think Corp

“


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 witha 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 a CRM solution now?


Business challenges There is a solution The SAP CRM rapid-deployment solution for

service management delivers preconfigured CRM functionality for field service as well as complaints and returns management

These fixed-scope options can be implemented individually or in combination to meet your business requirements

Field service management – The solution provides functionality for service planning, execution, and confirmation, either standalone in SAP CRM or integrated with SAP ERP

Complaints and returns management – The solution covers the entire process flow from creation of a customer complaint in the SAP CRM software, to inbound delivery of a defective product, to the creation of a credit memo for the customer

Business Challenges for Service Management

Service organizations are struggling with the following topics when offering customer support and field services in their service portfolio:Customer information, their installed base, and relevant contract and warranty informationProductivity of back-office personnel as well as service techniciansHaving the right technician with the right parts completing the work the right way the first timeTime-consuming, paper-based work order processesEfficient processing of complaints and returns


An RDS delivers a complete, ready-to-consume solution for a specific business need

Business Neede.g. efficient customer service

Ready-to-consume SolutionBest Practice processes and reporting, pre-configured

Service Order Management

Billing

Complaints & Returns Management

…

Org Structure

User Roles

Service Rep Service Manager

ERP Integration


Service Order Management (with ERP Integration)

Service Order Management (CRM

Standalone)


Service Quotation, Order and Confirmation

Management

ERP Billing*

Resource Management

(optional)

Service Quotation, Order and confirmation

Management

CRM Billing

Resource Management

(optional)

Complaints Manage-

ment

Credit Memo and

Billing Manage-

ment

Returns andInbound delivery

Processing*

FoundationIntegration with customer’s SAP ERP system or master data import for rapid deployment of service

management with SAP CRM standalone deploymentSAP CRM Foundation for CRM Service Management

* for existing ERP SD customers only; requires ECC 6.0 EHP5

Business process scope covered in SAP CRM rapid-deployment solution for service managementService functionality, that helps you achieve your CRM Vision

Go live in11 weeks


Business benefits Measurable success Utilization of resources Service level compliance Mean time to repair First-time fix rate Service order lead time Resource productivity

Benefits for you

Improve operational excellence Increase productivity and utilization of field

engineers Develop service team into a high performing

organization Increase service efficiency Reduce costs Increase service revenue Increase customer satisfaction

Solution in Detail

Service Order ManagementCRM Standalone or with ERP Integration


What’s included Business benefits Reduction of internal costs through an integrated

end-to-end service order processing Increased utilization and productivity of field

service engineers Improved SLA compliance and customer

satisfaction through integrated contract and warranty processing

Leverage SAP ERP investments through an out-of-the-box integration into existing ERP processes for financials and logistics

Service Order Management: scope and benefits

This business process covers the entire process flow for a service inquiry:

Service Quote and Order ManagementService Resource Scheduling (including graphical assignment of service items)Service Confirmation and Billing (including possibility to perform ERP Billing if SAP SD has been implemented)


Service Order Management: In the system

Key process flows covered Create quotation Convert quotation to service order Determine warranty and service

contract Assign service items to service

employees Create service confirmation Create billing document or Create billing document in SAP

ERP* Controlling integration (costs &

revenues) **

• Only for existing SAP SD customers ** with ERP integration


CRM Service Order Management: Process Overview

Make inquiry(customer)

Create follow-up serviceorder from quotation

Accept quotation(customer)

Execute assignment,Perform confirmation

Bill customer

22

33

66

11

44

Create and schedule assignments

55

Create andcommunicate quotation

77


CRM Service Order Management:Process Overview

Complaints and Returns Management


What’s included Business benefits Reduction of internal costs through an integrated

end-to-end complaints and returns processing Improved complaint processing by providing

access to all related documents and data Increased customer satisfaction through

integrated entitlement check and efficient processing of the customer inquiry

Complaints and Returns Management: scope and benefits

This business process covers the entire process flow from creation of a customer's complaint in the system, inbound delivery* of a defective product to the creation of a credit memo for the customer.

* Only for SAP ERP customers using logistic delivery process


Complaints and Returns Management: In the system

Key process flows covered Create complaint Determine warranties and contracts Create return request and credit

memo Create return request and goods

receipt

* Only for existing SAP SD customers


CRM Complaints and Returns: Process Overview

© SAP 2007 / Page 29© SAP 2007 / Page 29

Make Inquiry

Complete Complaint

Create Credit Memo or Return Request

Check Return Requestand process Delivery (ERP)

Process Goods Receipt (ERP)and Goods Movement (ERP)

2233

66

11

77

44

Create Billing Document (ERP)55

Create Complaint


CRM Complaints and Returns: Process Overview

Service Delivery


Go live in 11 weeks

Expectations

User-acceptance testing

Onsite and remote support

Successful rollout and adoption

Configuration documentation

Mutually-approved scope document

Working SAP system

Project management

Kick-off workshop participation

Preparing technical infrastructure

Implementation

Testing

Key User Training

Superior support to ensure smooth functioning

Results

DeployStart Run1 2 3

Note: This slide represents a typical deployment. Exact details may differ according to solution.


Pre-defined Services for Rapid Deployment solutions

Your path to Go-Live: fast, efficiently and at predictable cost

Fixed-price Implementation Services Pre-defined Project Methodology Ready-to-use Accelerators



Configuration Guide

Scoping Questionnaire

Kickoff Workshop

Project Schedule

Support PortalCheck Lists

Implementation Methodology

Start Deploy Run


© 2012 SAP AG. All rights reserved. 35Confidential

Project Planning: Timelines

SAP involvement Customer involvement *Once the project has started SAP resources are assumed to be working onsite where specified and remotely otherwise.

DiscoverDiscover DeployDeploy

00 11 22 33

Communicate the Value

Qualify Prospect

Communicate the Scope

Secure Agreement

Project management/setup

Project Kick-off (onsite*)

Business Process Knowledge Transfer and Options refinement workshop(onsite*)

Installation check

Solution activation

Options realization

Key User training(onsite*)

Test solution

Data management

Switch to Production

End user training

Hand over solution

Sign-off solution

Go-Live Support/Activities(partly onsite*)

Post Go-Live Support

StepsSteps

StartStart RunRun


Go Live in Weeks

What’s Included – Service Scope

SAP will deliver the following:

• Review your existing service management process.

• Hold a scoping workshop to understand your detailed requirements and finalize the detailed scope of the project together with you.

• Maintain the configuration of the designed solution together with a detailed documentation of the implementation.

• Configure your system

A special step-by-step guide describes each activity during the deployment

© 2012 SAP AG. All rights reserved. 37Confidential

Service Order Management (with ERP Integration)

Service Order Management (CRM

Standalone)


Service Quotation, Order and Confirmation

Management

ERP Billing*

Resource Management

(optional)

Service Quotation, Order and confirmation

Management

CRM Billing

Resource Management

(optional)

Complaints Manage-

ment

Credit Memo and

Billing Manage-

ment

Returns andInbound delivery

Processing*

FoundationIntegration with customer’s SAP ERP system or master data import for rapid deployment of service

management with SAP CRM standalone deploymentSAP CRM Foundation for CRM Service Management

* for existing ERP SD customers only; requires ECC 6.0 EHP5

Go live in11 weeks

Service Building Blocks – modular approach


Detailed Services Scope

Rapid deployment of service management with SAP CRM

What do we deliver?Installation check

Workshop to confirm the predefined requirements

Project documents: Work Breakdown Structure including a project schedule, Test Scripts and Scoping Questionnaire

Activation and unit test of chosen packages for the SAP CRM rapid-deployment for service management solution in the development system

Knowledge transfer to key users on configured SAP CRM rapid-deployment solution for service management system

Support for going live

What do you need to do?Provide the IT infrastructure

Install SAP CRM 7.02 , SAP NETWEAVER 7.31 on the development and production systems

Provide fixed contact people in the business and IT departments

Conduct end-user training and change management

Conduct performance and integration testing

Migrate and cleanse data

Transport to production


Project Team: SAP

SAP Project LeadServes as a central contact person, from project initiation to going live and support

On the SAP side, responsible for functional project management, coordination, support and coaching of the customer’s project manager, and so on

SAP ConsultantsResponsible for implementation of the agreed upon scope for the rapid-deployment solution


Project Team: Customer

Leading Project ManagerServes as a central contact person, from project initiation to going live and support

On your side: responsible for functional and commercial project management, coordination, overall project controlling, preparation of steering committees, and so on

Basis staffEspecially responsible for the installation and administration of the development and productive system landscapes

Functional department staff / key userResponsible for workshops, questions from SAP, end-user training, and possibly as a power user for simple configurations

Specialized Staff (Optional)Responsible for further specialized areas such as customization and configuration

Technical Details


Software requirements

Enhancement package 2 for SAP CRM 7.0 / NETWEAVER 7.31

Enhancement package 6 for SAP ERP 6.0

For the resource planning application module, the workforce deployment server add-on is required

SAP Solution Manager 7.1 (for SAP Solution Manager template and monitoring)

SAP Rapid-Deployment solutionsThe fastest way to run your business better


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Solution Details SAP Customer Relationship Management rapid-deployment solution for service management V1.702.

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