John SAP CRM7 Highlights

SAP CRM 7.0 Release Highlights

What’s New in SAP CRM 7.0?

What‘s New in SAP CRM 7.0? Overview Improving Sales Performance

UI Framework Enhancements

ERP Order embedded in CRM

Lead-to-Cash Service

Architecture Improvements

Sales

E-Marketing

Fulfillment

Incident

Service Excellence

Operations Suspects

Case Documents & Forms Record

Industry Highlights

Relations Locations

Consumer Marketing

Lead

Staff & Units

Objects

Enterprise Services

UI Framework Enhancements 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 & Architecture Highlights (1/2) Enterprise Search Simple Search User Interface for CRM Cross-object searches within CRM (local search scenario) Cross-system searches 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)

Realizing Business Realizing Business Requirements Requirements inin a a faster, simpler faster, simplerand and efficient way. efficient way.

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

Service Management (1/5) – Highlights Overview

Credit card payment Packaged service quotations Link to CATS time sheet Displaying cost information

Automated warranty activation

Service Logistics & Finance

Service Contracts & Agreements

Warranty & Claim Management

Customer Returns & Depot Repair

Field Service Management

Resource planning: Geo-maps Alternative technician information Technician self-service Usability enhancements

Service Sales & Marketing

Contract templates Contract renewal Contract change processes and mass changes

Installations & Maintenance

Customer Service & Support

Functional location download Bill of material replication Enhanced authorizations Service request and master requests Knowledge articles IT service management

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

IT Service Desk

ITIL-compliant incident, problem, and change management Customer

2nd Level Support

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

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 Support Management

IT Service Desk

Pre-defined process types for incident, problem and change management along the best practices described in the IT Infrastructure Library® (ITIL) Customer

2nd Level Support

„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 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. 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

Interaction Center (2/2)

Shared Service Center – Accounting Interaction Center 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. 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 2007 / CRM70 Page 14Kick-off, Page 14, SAP internal and confidential

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?

© SAP 2007 / Page 15

Communication-Enabled CRM Processes (2/4)

What are communication enabled processes in a CRM context?

Connecting People, Processes, and Communications within a Customer Service Network Network of people and skills In-house

Customer Service Network

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

Business Processes

Channels

Customer

Apps People, Skills, Availability, …. CEBP CEBP

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

Softphone Link

Call Status/ Timer

Softphone controls

Availability Indicator

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 . . . . © SAP 2008 / Page 19

Forrester: SAP isn’t software; it is a religion

Marketing (2/4) – Loyalty Management – a complete Solution ... 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 programspecific 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 Beef or chicken ? into core CRM scenarios, such as marketing campaign management, Why not take more ? If you can get more … service complaints management, Web Channel and more.

Marketing (3/4) – Loyalty Management – Functional Overview Reward Rules Management

Program Management

Processing Engine

Membership Handling

Simulation

Integrate / Analyze / Collaborate Loyalty API Connectivity

© SAP 2008 / Page 21

Backend Integration

IC Integration

Web Channel Integration

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 © SAP 2007 / Page 22

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

Capabilities:

Authorization management, there by ensuring that the user gets the right information

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

Capabilities:

Simulate what-if scenarios

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 Lead-to-Cash

Capture, adjust, track and bill a customers request for products and services

Service Sales E-Marketing

Prevent errors and inconsistencies Simplify ordering across channels

Fulfillment

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 © SAP 2007 / Page 26

Consumer Products: Beverage

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 ECommerce 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

Incident Lead Staff & Units

Case

Operations Documents & Forms Suspects

Record Relations

Locations

Objects

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.

Industry-Specific Scenarios (2/3) – Trade Promotion Management 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 (3/3) –

Loyalty Management (Travel/ Transportation)

Please refer to Marketing section of this presentation for more detailed information.

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. Process

After – Transparent, fast, and accurate service order management processes 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 …

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 …

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

Transparent, streamlined, integrated service processing

Data Quality Management

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 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 postprocessing 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.

© SAP 2007 / Page 35

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