activity mgt

1Activity ManagementDetailed View

SAP Enhancement Package 1 for SAP CRM 7.0 CRM Sales - SFA

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Table of Contents

1. Activity Management Overview 2. Groupware Integration3. Account Fact Sheet4. Reporting5. Further Information

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Activity Management in SAP CRM is an important part of professionalcustomer service.

Activity Management

Each activity with a customer is documented exactly

All communication transactions (appointments, dates, telephone calls, e-mails, letters, and meetings) and tasks can be entered and administered with activity management

The following questions can be answered What dates and tasks do I have next week? Which business activities took place with my customers? Which are planned? Which business activities are currently taking place within my team? What was the result of my telephone call? Which follow-up activities resulted from the meeting?

Activity Management is an important part of Customer Relationship Management (CRM); it manages all activities in which your employees are involved. Data saved in an activity is always an important source of information to which all relevant employees need access.

An activity is a document that is used to record information (including promotion planning), that can be used at any time within the Customer Relationship Lifecycle.

Activities can be any of the following, for example: Phone calls, customer visits, general tasks in preparation or a reminder of (private) appointments, and so on.

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Activity Management in SAP CRM

Initiates marketing campaign for new product

Creates task list, gathers information,

and prepares visit

Checks calendar and creates Customer

Demo activity

Customer calls to request product demonstration

Creates follow-up

activity

Visits the customer

Creates a quotation

Writes visit report

Sales representative

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5


4


3

Customer2

Campaign Manager

1

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The customer shows interest in the product and calls the vendor to request a demonstration

The campaign manager creates a campaign for a new product for a specific target group1

2

The sales representative checks his calendar, creates an activityto visit the customer, and invites a sales assistant to come along.The appointment appears in the calendars of the sales representative and the sales assistant

3

The sales representative creates a task list for preparing the meeting. He has already prepared the presentation and marketing collateral and product information is also available. He attaches these documents to the activity

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Business Scenario Activity Management (1)

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The sales representative creates a quotation as a follow-updocument before leaving the customer

The sales representative visits the customer. During the visit, the sales representative calls up the activity and uses the attachments for the presentation. The customer is very interested in the product and asks for a quotation

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On the way home, the sales representative and the sales assistant stop at a caf and write the visit report 7

Back in the office, the sales representative creates a follow-upactivity for the customer8

Business Scenario Activity Management (2)

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Activity Management Key Features

Tasks, Appointments, E-mails and Interaction Logs

Automatic partner and organizational data determination

Status management and results Notes Attachments Groupware Integration Reference to CRM objects Activity journals Follow-up documents

Workflow management Action management Multiple survey assignment Successfailure analysis Customer care intensity analysis Activity history analysis Planned activities analysis

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Activity management in SAP CRM can be used in each phase of theCRM process. It is fully integrated with all CRM business transactions.

Integration in the CRM Processes

Opportunity

Order

Contract

QuotationActivity

Lead

Service

Complaint

Campaign

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Use in Several Channels and Business Roles

Interaction CenterAgent

Handheld solutions

CRM WebClient UI

Mobile Sales

ServiceProfessional

SalesProfessional

MarketingManager

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Activity

Various Types of Activities

E-Mail

Task InteractionLog

Appoint-ment

You can differentiate between various kinds of activities:

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Integration of CRM Calendar

Real calendaring in SAP CRM

Activity management is a key area for the majority of users in a CRM system. Therefore, it is crucial to present activities in a way that users find familiar, based upon a daily, weekly, or monthly view.

In SAP CRM, the calendar view is the perfect interface for users to do their daily business.

The CRM Calendar provides various views and allows the user to manage his activities very easily and intuitively. This includes creating or adjusting appointments directly in the CRM calendar with Drag & Drop.

SAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions.

SAP CRM delivers organizations with world-class Enterprise Sales, Telesales, Field Sales and E-Selling solutions to transact with their customers anytime, anywhere.

Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment.

Telesales leverages the core capabilities of the SAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organizations enterprise sales force.

Mobile Sales provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device.

E-Selling empowers an organizations customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and, then, purchase products or services anytime, anywhere.

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Fast Activity Entry

Simplify use of activities CRM users often have to work in parallel streams and fulfill multiple tasks at one time. To support such work, activity management provides an option to compose activities

independently from the current work.

SAP CRM comes with a panel on the left-hand side that allows users to start creation of individual activity types with just one click.



Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment.




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Activities are organized based upon their transaction type and category. This approach allows users to identify the type of communicationor interaction that has occurred with the customer very intuitively.

Transaction Type and Category

Transaction type The transaction type is a vitally important property of the activity

All customizing works based upon this field and includes Which assignment blocks and fields are available Rules for partner determination and status and dates management If the activity can be private or public

Category The category of an activity describes the kind of interaction with the customer with greater

detail from a business perspective. E.g. an activity of the type Appointment could be categorized with customer visit, Phone conference or In-house Meeting.

The category needs to be assigned to an activity class to define which records are visible in the task list, the CRM calendar and replicated to Groupware via the client-based groupware integration.

Transaction type and category can assigned in dependence upon each other.Note: The transaction type does not necessarily have to be displayed on the UI if it is customized as dependent upon the category. For example, activities with a category of internal meeting and customer visit can use the same customizing

and both relate to the transaction type of appointment. In this case, displaying the transaction type would not provide any additional valuable business information.

By means of activities, public interactions are recorded, for example, activities that are carried out in the name of the enterprise. Examples of activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under Transactions -> Basic Settings.

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Example Appointment Overview Page

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You can copy an already existing business transaction as the basis for a follow-up transaction

Copying an activity

Follow-Up Activities

Creating a follow-up activity

Copy control

InteractionLog

Appoint-ment

InteractionLog

Quotation Opportunity

You can use and copy an already existing business transaction as the basis for a subsequent transaction. Here you have two possibilities:

- Creating a follow-up transaction

- Copying a business transaction

(The system creates a copy of the transaction currently called and displays it for processing. When saving the copied transaction, the document flow is not updated, that is, the copied transaction has no connection to the reference document).

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Subsequent Assignment of Activities

Simplify use of activities In CRM, users often have to assign activities to a predecessor document like an

opportunity. Normally they do so by creating a follow-up document when viewing the opportunity.

In some cases, the successor document may exist before the predecessor document does, or it is too much effort for user to search for the opportunity and then use the follow-up procedure.

Users can create assignments in a way that allows subsequent attachment of activities without the necessity of starting from the master object. Assignments can be changed without having to delete an existing activity.

This approach makes life much more easy for end users: they can capture all their activities intuitively.



Enterprise Sales enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross-and up-selling opportunities, and promote collaboration in a team-selling environment.




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Activity Journals

With activity journals, you can record and update information gathered e.g. from customer visits Activity journals can contain

Products or product categories Product-related information, such as information on products discussed or the number of samples given to

the customer The activity journal is transferred from enterprise sales to SAP Mobile Sales and vice versa.

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Template type

Template Maintenance for Journals

User-friendly wizards for maintaining template types and templates Predefined forms that contain product-related and non-product-related fields, which can

be pre-filled or left blank

Template

Assign the preferred template typeAssign transaction types and categoriesAssign territoriesAssign target groups Define pre-filled productsDefine validity period

Select additional fields (such as discussed, priority, or number of samples)Assign transaction types and categoriesAssign territoriesDefine validity period

Serves as a proposal

A user-friendly wizard is available for maintaining the activity journal template type. The activity journal template type is a pre-defined form, and is delivered as an example with the standard configuration. It contains product related and non product related fields, which you can fill or leave blank, depending on what is relevant to you. This form can be used as a basis to define a pre-filled template.

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Activity

Integration of the Survey Tool

Integration of surveys and questionnaires

Customer surveys Customer visit evaluation Customer satisfaction surveys, and others

Transaction type Category Status Sales organization Distribution channel Division Territory

Multiple assignment

Survey

Survey

Survey

The questionnaire in the activity is based upon the Survey Tool.

You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. Examples of using the questionnaire: A telephone call script, which leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees

After the necessary Customizing settings have been carried out, the activity will contain the Questionnaire tab page.

If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page is not shown.

You can find the Customizing settings in the IMG under Transactions -> Settings for Activites -> Define Questionnaires.

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Survey Tool

Easy to use and user-friendly Flexible tool for creating and

maintaining surveys in a single interface

No programming necessary for standard configuration

Integration in business scenarios Lead qualification Opportunity assessment Customer visit report (activity)

Can be adapted to suit customersrequirements

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Survey Screenshot

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Generating Activities Features

Sophisticated rules for scheduling Flexible definition: calling time, visiting time, delivery time Contact for an account and relationship type Check of existing planned contacts Backward and forward scheduling: customer-specific algorithm

Different rules for assigning call center agents automatically Agent responsible for the account Agent group Business routing scenario

A specific consumer goods scenario Outbound telesales with periodic calling time Focusing on order taking Always confirm the next call or next delivery

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SOA Services in Activity Management

Activity MangementRead Interaction ActivityInteraction Activity

Activity MangementCreate Interaction ActivityInteraction Activity

Activity MangementChange Interaction ActivityInteraction Activity

Activity MangementRead Email ActivityEmail Activity

Activity MangementCreate Email ActivityEmail Activity

Activity MangementChange Email ActivityEmail Activity

Activity MangementRead Appointment ActivityAppointment Activity

Activity MangementCreate Appointment ActivityAppointment Activity

Activity MangementFind Activity Basic Data by ElementsActivity

Activity MangementChange Activity TaskActivity Task

Activity MangementComplete Activity TaskActivity Task

Activity MangementCreate Activity TaskActivity Task

Activity MangementRead Activity TaskActivity Task

Process ComponentService NameBusiness Object

Activity MangementChange Appointment ActivityAppointment Activity

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Table of Contents

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Business Processes

In SAP EHP1 for SAP CRM 7.0 users can utilize a set of processes that allow a deep collaboration between SAP CRM and existing Groupware platforms Lotus Notes and MS Outlook

Sales Professionals can maintain account and contact information in Groupware and SAP CRM including automatic synchronization. This ensures data consistency and transparency in Groupware and SAP CRM.

Sales People can manage their activities (Appointments, tasks) in CRM or Groupware. All such activities are exchanged between the Groupware platform and SAP CRM.

One-to-One E-Mail Collaborationenables users to very easily manage inbound and outbound E-Mails communication in CRM. E-mails can be initiated from CRM and tracked with in the customer interaction history.

Groupware

SAP CRM

Acc

ount

Man

agem

ent

App

oint

men

ts a

nd T

asks

E-M

ail C

olla

bora

tion

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GroupwareUser A

Groupware Integration CRM g Groupware

Users A and B receive the appropriate calendar entry

MS Outlookor Lotus Notes

Creates an appointmentand invites users A and B

Link to CRM Activity

User in CRMApplication

GroupwareUser B

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Groupware Integration Groupware g CRM

User creates an appointment in MS Outlook or

Lotus Notes andinvites some

attendees

An activity of type appointment is created in CRM

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Server-based Groupware Integration Architecture

CRM Server

CRM MiddlewareGroupware Adapter

XMLBDoc message

BDocmsg.

GroupwareServer

SAP Groupware Connector

XMLvCard or iCalendar

MessageTransformation

Activities

Business Partners

Bidirectional data exchange between SAP CRM middleware andgroupware solutions (MS Exchange and Lotus Domino)

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GW Client API

Client-based Groupware Integration Architecture

CRM Server

SICF Framework

GroupwareServer

SAP CRM Client GWI

Activities

Contacts

Bidirectional data exchange between SAP CRM backend andlocal groupware application (MS Outlook and Lotus Notes)

Local PC

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Table of Contents

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Fact Sheet

View or Views

Personalization

Info Block 2:Open Transactions

Info Block 2:Last N Activities

Info Block 3:Credit Information

InteractionCenter

Sales Team

The fact sheet delivers an immediate and compromised overview of business partner information that comes from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can display the most important details for your main customers or business transaction partners quickly and simply.

The most important steps for modifying the fact sheet are: 1) View definition: With this step you can create new views for the fact sheet. Each

view can contain a contrasting number or selection of info blocks, so that you can adjust the view according to the requirements of the user.

2) Assignment of info blocks to the views: You can assign info blocks to the view. 3*) Assignment of views to user roles: In this activity, you can assign particular views

to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned.

*) Optional

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Offline Fact Sheet Screenshot

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Table of Contents

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Reporting

Activity and passivity analysis

Success and failure analysis

Intensity of customer care

Distribution of activities per organizational unit

Activity history

Planned activities (employees, team, and region)

Sales, activities, and opportunities; processing time; and revenue

Sales, activities, and opportunities; quantities and volumes

Activity / passivity analysis: Overview how often the customer actively requests information from you, or how often you take the initiative to contact the customer in order to sell products, to provoke interest, or just to maintain contact. If the customer is active, incoming business activities predominate, for example incoming phone calls. If the customer is passive, outgoing business activities predominate, for example, outgoing e-mails.

Success / failure analysis: This query provides an overview of all activities that are carried out in a specific time period, including the status set by the user, for example, completed successfully or without success, and the reason for this status.

Intensity of customer care: This query provides details on how many activities were created for a specific contact partner, and how much time is spent on each activity so that the sales manager can judge how much time has been invested in customer care. This includes both the total duration of the activity, as well as the time spent in direct contact with the contact partner.

Distribution of activities per organizational unit: This query provides you with information regarding the number of activities processed in recent months in order that you can better estimate how many activities your sales team will have in coming months. You can also call up the total number of open activities for a specified time.

Activity history: This query shows those business activities that were created in the last 12 months. 2 views: A displays the activities for individual sales employees in the team of each sales manager, B displays the activities within a region (or sales area) assigned to each sales manager.

Sales, activities and opportunities / processing time / revenue: Using this query, you can compare the time that the call center agent has used for business activities (phone calls, e-mails or faxes) with specific customers with revenue achieved by orders or contracts with these customers.

Sales, activities and opportunities / number and volumes: This query provides an overview of the number of completed activities, opportunities and sales orders according to region and country.

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Table of Contents

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Further Information

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/

SAP Service Marketplacehttp://service.sap.com/

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activity mgt

Documents

activity management

sales assistant

crm sales sfa2 sap

customer visits

information3 sap

product information

business activities

telephone calls