BluLeaderPtyLtd. Page1of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Blueprint for a Best Practice CRM Implementation By For BluLeaderPtyLtd. Page2of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Document Control Release Control VersionDateReason for changeSectionsIssued to 1.0 First issue to customer ThisdocumentremainsthepropertyofBluLeaderPtyLtdandmustnotbecopiedor distributed to any third parties without the prior written consent from BluLeader Pty Ltd. This document provides a description of the services offered Pty Ltd in relation to their indicated need. The contents of this document remain the property of, and shall not be reproduced in part or in whole without the written permission of, BluLeader Pty Ltd BluLeaderPtyLtd. Page3of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 TableofContentsDocument Control ....................................................................................................................... 2Release Control .......................................................................................................................... 21 Executive Summary ............................................................................................................ 62 Business Roles ................................................................................................................... 73 Components of the CRM Best Practice System ................................................................ 83.1 SAP CRM Core System ............................................................................................... 83.1.1 OrganisationalModel.......................................................................................................83.2 Account and Contact Management Package Overview ........................................... 83.2.1 AccountandContactManagementProcessOverview.................................................83.2.2 AccountandContactManagementUIDisplay............................................................103.2.3 FunctionsinAccountandContactManagement.............................................................143.2.4 ImplementationPartoftheAccountandContactManagementPackage....................173.3 Activity Management Package Overview ............................................................... 183.3.1 ActivityManagementProcessOverview.....................................................................183.3.2 ActivitiesUIDisplay.....................................................................................................193.3.3 FunctionsinActivityManagement.................................................................................233.3.4 ImplementationPartoftheActivityManagementPackage..........................................253.3.5 CustomerAdjustments...................................................................................................264 Marketing Best Practice .................................................................................................... 274.1 Lead Management Package Overview ................................................................... 274.1.1 LeadsProcessOverview..............................................................................................274.1.2 LeadsUIDisplay...........................................................................................................274.1.3 FunctionsinLeadManagement.....................................................................................32BluLeaderPtyLtd. Page4of89CRMBestPracticeBlueprintCommercialinConfidence Version1.04.1.4 ImplementationPartoftheLeadManagementPackage..............................................344.1.5 CustomerAdjustments...................................................................................................344.2 Marketing Campaign Management Package Overview ......................................... 364.2.1 CampaignsProcessOverview......................................................................................364.2.2 CampaignsUIDisplay...................................................................................................364.2.3 FunctionsinMarketingCampaignManagement...........................................................424.2.4 ImplementationPartoftheMarketingPackage............................................................434.2.5 CustomerAdjustments...................................................................................................444.3 Marketing Campaign Qualification Package Overview .......................................... 444.3.1 MarketingCampaignQualificationProcessOverview................................................454.3.2 MarketingCampaignQualificationUIDisplay.............................................................474.3.3 4.3.3 FunctionsintheMarketingCampaignQualification.............................................514.3.4 ImplementationPartintheMarketingCampaignQualification....................................524.3.5 CustomerAdjustments...................................................................................................535 SalesBestPractice ............................................................................................................. 535.1 Opportunity and Pipeline Performance Management ............................................... 535.1.1 OpportunityManagementPackageOverview.............................................................535.1.2 PipelinePerformanceManagementPackageOverview..............................................605.1.3 CustomerAdjustments...................................................................................................645.2 Integrated ERP Order and Quotation Management Package Overview ............... 645.2.1 IntegratedERPOrderandQuotationManagementProcessOverview......................645.2.2 IntegratedERPOrderandQuotationManagementUIDisplay...................................645.2.3 FunctionsinIntegratedERPOrderandQuotationManagement..................................685.2.4 ImplementationPartofIntegratedERPOrderandQuotationManagement................685.2.5 CustomerAdjustments...................................................................................................69BluLeaderPtyLtd. Page5of89CRMBestPracticeBlueprintCommercialinConfidence Version1.06 Service Best Practice ........................................................................................................ 696.1 Interaction Center Inquiry and Complaint Management Package Overview ............... 696.1.1 InteractionCenterInquiryandComplaintManagementProcessOverview..............696.1.2 InteractionCenterInquiryandComplaintManagementUIDisplay...........................716.1.3 ImplementationPartoftheInteractionCenterInquiryandComplaintManagementPackage 776.1.4 CustomerAdjustments...................................................................................................787 Additional Services ........................................................................................................... 787.1 Enhanced E-Mail Integration (with MS Outlook) Overview .................................... 787.1.1 EnhancedEMailIntegrationProcessOverview..........................................................787.1.2 EnhancedEMailIntegrationUIDisplay.......................................................................797.1.3 7.1.3 FunctionsofEnhancedEMailIntegration............................................................817.1.4 ImplementationPartofEnhancedEMailIntegration...................................................827.1.5 CustomerAdjustments...................................................................................................827.2 Interactive Reporting Overview ............................................................................... 837.2.1 InteractiveReportingProcessOverview.....................................................................837.2.2 InteractiveReportingUIDisplay..................................................................................837.2.3 InteractiveReportingFunctions.....................................................................................877.2.4 ImplementationPartofInteractiveReporting...............................................................887.2.5 CustomerAdjustments...................................................................................................88 BluLeaderPtyLtd. Page6of89CRMBestPracticeBlueprintCommercialinConfidence Version1.01ExecutiveSummaryThepurposeofthisblueprintistoprovideacomprehensiveoverviewoftheconceptualframeworkoftheCRMBestPracticeprojectandthestepsforimplementingitatCUSTOMER. CRMBestPracticeisbasedonthestandardSAPCRM7.0softwaresolution,aswellasthebestpracticescenariosdevelopedforthissolution. OtherselectedandprovenconsultingsolutionsroundofftheCRMBestPracticeportfolio. ThisblueprintprovidesacompleteoverviewofallCRMBestPracticescenariosandthepackagesitcontains. ThefirstphasefocusesonthefollowingCRMBestPracticepackagesatCUSTOMER: XXX XXX XXX BluLeaderPtyLtd. Page7of89CRMBestPracticeBlueprintCommercialinConfidence Version1.02BusinessRolesThescopeofservicesforCRMBestPracticeincludesthecreationofbusinessrolesbasedonthepackagesimplemented.Thefollowingoverviewoutlinesinwhichpackagesnewbusinessrolesarecreatedandinwhichthefunctionsareintegratedintoexistingbusinessroles.Thebusinessrolesalsocontainstandardauthorizationroles.Ifcustomerspecificauthorizationsarerequired,thesemustbeconfiguredoutsidethescopeofservicesforCRMBestPractice. Package/Role SalesEmployeeSalesManager MarketingEmployeeMarketingManager ServiceEmployee ServiceManager CoreBestPractice created created LeadManagement created created CampaignManagement created created CampaignQualification integratedintoexistingintegratedintoexisting role role OpportunityandPipelineintegratedintoexisting integratedintoexisting PerformanceManagement role role IntegratedERPOrderintegratedintoexistingintegratedintoexisting andQuotationManagement role role InteractionCenterInquiryand createdcreated ComplaintManagement EnhancedEMailIntegrationintegratedintoexisting integratedintoexisting withMSOutlook role role IntegratedReportingintegratedintoexisting integratedintoexisting integratedintoexistingintegratedintoexisting integratedintoexisting integratedintoexisting rolerole role rolerolerole BluLeaderPtyLtd. Page8of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 3ComponentsoftheCRMBestPracticeSystem 1.SAPCRMCoreSystem2.AccountandContactManagement3.ActivityManagement Thecomponentsformthebasistowhichallotherpackagescanlaterbeadded. 3.1SAPCRMCoreSystem SAPisresponsibleforbasicconfigurationandCustomizingofthenewCRMsystem.TheSAPexistingbackendsystemisalsointegratedintothenewsystemlandscape. ThemaincomponentsoftheSAPCRMCoreSystempackageinclude: AninstallationcheckoftheinstalledsystemlandscapeandacheckofthebasicrequirementsforCRMBestPractice ActivationoftherequiredCRMWebClientservices LoadingtheorganizationmodelfromtheexistingSAPERPbackendsystemorcreatingitbasedonbestpractices ConnectingtoanexistingSAPERPbackendsystem 3.1.1OrganisationalModelInserttheOrganisationModelthatwillbeusedwithinCLIENT 3.2AccountandContactManagementPackageOverview The package is based on a CRM Account and Contact Management scenario in which customeraccounts and contacts are created. It provides customer and contact management for the salesprocess. 3.2.1AccountandContactManagementProcessOverview1.The sales manager meets a potential customer at a trade fair. He or she logs on to thesystemandcreatesanewtaskforasalesemployee,namelytocreateanewcustomerforthisprospect.2.Thesalesemployeelogsontothesystemandseeshisorhertasksforthecurrentday.3.Thesalesemployeecreatesanewcustomeraccount.4.Thesalesemployeecreatesacontactpersonforthenewcustomercreated.BluLeaderPtyLtd. Page9of89CRMBestPracticeBlueprintCommercialinConfidence Version1.05.Thesalesemployeeflagsthetaskascomplete.6.Thesalesemployeecreatesataskforthecustomer.7.Thesalesemployeecallstheprospect.8.Thesalesemployeechangesanexistingcustomer.9.The sales manager merges the two accounts since the second account was createdinadvertently.10. Thesalesemployeewantstovisitadifferentcustomer.Toprepareforthevisit,heorsheprintsoutthecustomer'sfactsheet. BluLeaderPtyLtd. Page10of89CRMBestPracticeBlueprintCommercialinConfidence Version1.03.2.2AccountandContactManagementUIDisplay GeneralDisplay Theuserinterfaceforaccountandcontactmanagementmakesscreensavailableforaccessing: Activities to create an appointment ortaskCustomeraccounts/contacts Customerhierarchy AllthesefunctionscanbeaccessedquicklyandeasilyfromtheCRMnavigationbarortheworkarea. Figure 4 - Navigation Bar and Work Area of Sales Employee (SALES_EMPL) Accessingactivitiestocreateanappointmentortask Inthisview,thesalesmanagercreatesataskforthesalesemployee. BluLeaderPtyLtd. Page11of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 5 - Creating Activities/Tasks Figure 6 - Displaying Open Tasks BluLeaderPtyLtd. Page12of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Accessingcustomers/contacts The customer overview allows the user to see all the information for the customer at a glance; this includes general data such as name and address, but also partners, activities, organizational data, andsoon.Thisadditionalinformationispresentedinverticalassignmentblocksontheoverviewscreen. Figure 7 - Customer Overview Fromthecustomerdata,thesalesemployeecanaccessthescreenforcreatingcontactsforacustomer. BluLeaderPtyLtd. Page13of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 8 - Contacts BluLeaderPtyLtd. Page14of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Accessingthecustomerhierarchy Figure 9 - Customer Hierarchy3.2.3FunctionsinAccountandContactManagement 3.2.3.1 Merging Customer AccountsThisfunctionenablestwocustomeraccountstobemergedintoone,forexample,ifacustomerwasinadvertentlycreatedtwice. Theexistingoriginalcustomerisassignedtodifferentmasterandtransactiondata.Whencustomersaremerged: Oneofthetwocustomersisselectedasthemaincustomer.Thiscustomerisretainedinthesystemafterthemerge. The data to be transferred to the main customer can be specifically selected. Thispreventscreatingduplicateentriesfordatathatalreadyexistsforthemaincustomer. Somerestrictionsapplywheninformationistransferredfromonecustomertotheother;for example, when the business partner already exists in ERP as a customer with salesdocuments. BluLeaderPtyLtd. Page15of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 10 - Merging Customer Accounts 3.2.3.2Customer Fact Sheet The customer fact sheet shows the most relevant information for each customer in the system.This information is sourced from the business partner master data as well as statistical andtransactional data from the CRM and ERP systems. The following examples indicate how acustomerfactsheetcanbeusedinbusinessactivities: Asasummaryoftherequiredcontactdata Asanoverviewofallopenactivitiesforabusinesspartner Asahistoryofallpreviousinteractionwiththisbusinesspartner Thefactsheetcanbedisplayedintwodifferentformats: AprintversionPDFandanonlineversion.Bothcanbefullycustomizedtoincludealltherequiredassignmentblocks,whichgrouptogetherdifferenttypesofinformation. ThecustomercanaccessanonlineversionandaPDFversionofthefactsheet: Theonlinefactsheetincludes allassignmentblocks available ontheoverviewpage,plusthoseassignmentblockswithinformationfromSAPCRMandERP. Standardpersonalizationoptionsareavailableonthepagefortheonlinefactsheet.Theseenableyoutoselecttheassignmentblocksandcolumnstobedisplayed. ThePDFfactsheethasdifferentcontentfromtheonlineversionandcontainsinformationfromtheSAPCRMandERPsystems. The PDF fact sheet cannot be personalized by the user. The content of the fact sheet isBluLeaderPtyLtd. Page16of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0selectedinCustomizing,basedonthebusinesspartnerrole. ThePDFfactsheetcanbefilledwithuptodatedata.Onceithasbeengenerated,thePDFcanbesavedtothelocalharddriveorprintedoutintheusualmanner. It is also possible to generate the PDF when creating a new activity for the businesspartnerandautomaticallyattachittothisactivity.Itisthenavailableasanattachment. Thefactsheetcontentispreconfiguredandcanlaterbeupdatedbythecustomer.Tointegratemustbeconfiguredandthe datafromtheERPsystem,therelevantsystemconnectionscompatibilitywiththeERPreleasechecked. Figure 11 - Customer Fact Sheet (PDF Version) 3.2.3.3Employee Assignment Employeesaremanuallyassignedtothecustomersandprospectsforwhichtheyareresponsible.This is done by creating a business partner relationship. This assignment is required for manybusinessprocesses,forexample,todeterminepartnersintransactionsforcreatingappointmentsand to distribute customer and contact data to the Groupware solution such as MicrosoftOutlook,andsoon. BluLeaderPtyLtd. Page17of89CRMBestPracticeBlueprintCommercialinConfidence Version1.03.2.3.4Notes and Attachments CRM Content Management allows you to upload different types of documents for a businesspartner, such as PDF, Microsoft Word, or Microsoft Excel files. Content Management is availablefor almost all objects in CRM. It enables you to create a folder structure to manage multipledocumentsandalsosupportsversionmanagement. Inadditiontodocuments,textscanbeenteredasnotesforabusinesspartner.ThenotescanbedistinguishedbythevariousnotetypesavailableinCustomizing. 3.2.3.5Business Partner Relationships A business partner relationship is the connection between two business partners. To create arelationship between two business partners, you have to assign a relationship category to therelationship.Thecategorydescribestheattributesofthebusinesspartnerrelationship. Youcanassignattributes,suchasacompanyaddressforcontacts,toarelationship.Thispreventsredundantdatastorage. Forsomecategories,youcandefinethevalidityperiodforarelationshipbyenteringastartandend date. This gives you an overview of the periods in which relationships were formed withcertainbusinesspartners. 3.2.3.6Marketing Attributes Marketing attributes are used to distinguish between business partners. Additional business partner information such as customer classification or the contact's hobbies can be saved as attributes. Incampaignmanagement,theseattributescanbeusedtocarryoutspecificmarketingactivities.During the segmentation process, you model marketing profiles by combining criteria such asmarketingattributesABCclassificationandbusinesspartner masterdatasuchasindustryorpostalcode. Marketingattributescanbeassignedtoorganizationsaswellasindividuals. Exampleattributesarecreatedduringtheimplementationphase.Additionalmarketingattributescanbecreatedbypowerusers. 3.2.4ImplementationPartoftheAccountandContactManagementPackage Definetwobusinessrolesforsalesemployeesandmanagerswith: Navigation entries for package applicationsRevisedscreensforaleanviewofapplications Standard permissions for these rolesCreatenumberrangesforthedifferentbusinesspartnerroles: Customer master data external numberrange thatmatches the internal numberrangeof the ERP system.Contacts internal number rangeCompetitorsinternalnumberrange BluLeaderPtyLtd. Page18of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Prospects internal number rangeEmployees internal number rangeLoad customer master data from the connected ERP system. Once the data has beenloaded, it can be transferred between systems. All detailed information is transferredfromERPtoCRMandviceversa.CustomermasterdatacanbecreatedandmaintainedintheERPsystemonly. Load contacts from the connected ERP system. Once the contacts have been loaded, thesecanbetransferredbetweenthesystems.AlldetailedinformationistransferredfromERPtoCRMandviceversa.ContactscanbecreatedandmaintainedintheERPsystemonly. Loadthepartnerfunctionsshiptoparty,payer,andbilltopartyifthesedifferfromthesoldtoparty. Prospects, competitors, and employees can be created in CRM only and this data is nottransferredtotheERPsystem. UploadabusinesspartnerassoonasaprospectbecomesacustomerinCRM.Manuallymergetwocustomersusingselectedattributes. Activatethecustomerfactsheetprintandonlineversion. Create a set of marketing attributes that can be assigned to business partners forclassificationpurposes. 3.3ActivityManagementPackageOverview ActivitymanagementisanintegralpartofCustomerRelationshipManagementandmanagesallthe activities carried out by the employees at your company. All data stored for an activity is avaluablesourceofinformationtowhichallrelevantemployeesmusthaveaccess. Activitymanagementprovidesanswerstodaytodayquestionssuchas: What appointments do I have next week? When can I arrange a visit to Ms. Smith?Whocancoverforasickcolleagueinfieldsales? Themainpackagefunctionsare: Partnerprocessing Organizationaldatadetermination Follow-up activitiesQuestionnaires for interactionlog Notes and documentattachmentsCRMcalendar Clientbased GroupwareintegrationEmailintegration 3.3.1ActivityManagementProcessOverview A sales employee can view the result of a phone call made to the customer after the first sales call. BluLeaderPtyLtd. Page19of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 1.Thesalesemployeecreatesanincomingcallandafollowupsalescall.2.HeorshesendsanEMailtoCRMandcreatesafollowupsalescall.3.Heorsheprepares/processesasalescall.4.Heorsheclosesatask.5.Heorsheupdatesthesalescalldetails/editsasalescall.6.Heorshecreatesanoutgoingcallandafollowupactivity. Thesalesmanagercanquicklygainanoverviewofalltheactivitiescarriedoutbyhisorherdepartmentoveraspecificperiodoftime. 7.Thesalesmanagermonitorstheactivities.3.3.2ActivitiesUIDisplay Theuserinterfaceforactivitymanagementprovidesscreensforaccessingthe: Navigationbar Appointment, task, or interaction logactivitiesActivityscheduling Calendar EMailinbox BluLeaderPtyLtd. Page20of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 All these functions can be accessed easily from the CRM navigation bar or the work area. Figure 12 - Navigation Bar and Sales Work Area Appointment/Task Figure 13 Appointment / Task BluLeaderPtyLtd. Page21of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0InteractionLog Interaction logs are used to save information from customer visits or phone calls. Theinformation is stored in activities that contain a questionnaire with free text or selection fields.Marketingattributesfortheactivitypartnerorcontactcanalsobeincludedinthequestionnaire. Asamplequestionnaireisprovidedaspartoftheimplementation.Additionalquestionnairescanbecreatedbykeyusers. Figure 14 - Interaction Log BluLeaderPtyLtd. Page22of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0ActivityScheduling Inactivityscheduling,userscansetuptheirweeklyordaily appointmentplanning.Theycandothisusingvisit plans or selections suchas locationqueries, open activities duesales calls, andstandardorenhancedsearchesforbusinesspartners. Figure 15 - Activity Scheduling BluLeaderPtyLtd. Page23of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Calendar You can use the calendar to obtain a graphical overview of your activities. You can also createappointments here. The calendar is integrated in Groupware calendars such as MicrosoftOutlookorLotusNotes. Figure 16 - Calendar Reports Salesmanagerscandisplayopenactivitiesintheirsalesorganizations. 3.3.3FunctionsinActivityManagement 3.3.3.1Transaction Types A transaction type determines the course of a specific business transaction. It defines theattributesandcharacteristicssuchasappointment,task,interactionlog,andsoonandalsothecontrolpropertiesforexample,thepartnerdeterminationoravailableactivitycategories. Thefollowingtransactiontypesareusedforactivitymanagement: InteractionlogEMail Appointment BluLeaderPtyLtd. Page24of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Task 3.3.3.2Partner Processing Partnerprocessingcontrolshowthesystemmanagesbusinesspartnersintransactions.Itensuresthatthepartnerdataintransactionsisaccuratebyapplyingrules,whichcanbedefinedinCustomizing.Thisfacilitateseaseofusesincecertainpartnersandrelatedinformation,suchasaddresses,areenteredautomatically. Oneofthemostimportantelementsofpartnerprocessingispartnerdetermination,inwhichthesystem automatically determines the correct partner for a transaction. For most transactions,you enter one or more partners manually and the system determines the remaining partnersautomatically. Different sources of information enable partners to be determined: the twoprimarysourcesarebusinesspartnermasterdataandorganizationaldata. When activities are processed, the user currently logged on is the employee responsible. Theactivity partner customer or prospect must be entered manually. The sales employee and thecontact are then determined automatically based on the business partner relationship with theactivitypartner. 3.3.3.3Organizational Data Determination When a business transaction is processed, certain organizational data is mandatory, dependingon the transaction type. The organizational data includes the sales organization, distributionchannel,department,salesoffice,andsalesgroup. InSAPCRM,youhavethefollowingoptionstodeterminetheorganizationaldatainatransaction.YoucanconfiguretheseinCustomizingfortherelevanttransactiontype: NoorganizationaldatadeterminationYouentertheorganizationaldatamanuallyinthiscase. Automatic determination The system determines the organizational data based on thedataavailableinthetransaction,suchasthebusinesspartnernumber. Theorganizationaldataforactivitiesisdeterminedbasedonthebusinesspartnerentered. 3.3.3.4Follow-Up Acti vities Tobeabletolinkdifferentactivities,followupactivitiesarecreated.Thisfunctionallowsinformationtobetransferredfromonedocumenttoanotherandmakesthedocumentflowvisible. 3.3.3.5Notes and Attachments NotesandattachmentscanbeusedinactivitymanagementasdescribedinSection3.2.3.4. 3.3.3.6Client-Based Groupware Integration Integrating CRM activity management with Groupware solutions such as Microsoft Outlook orIBM Lotus Notes allows you to synchronize business activities and tasks between the CRMcalendar andGroupware calendar.Data canbe transferred in bothdirections,which allowsyouBluLeaderPtyLtd. Page25of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0tocreateactivitiesinCRMandthenedittheseintheGroupwareforexample,changethedateorlocation.Youthennolongerneedtoenteractivitydatamorethanonce. EveryusermustinstalltheGroupwaresynchronizationsoftware,whichislocatedinthepersonalizationareaoftheCRMapplication.Youcanusethistoolto: SynchronizeactivitiesappointmentsortasksorcontactsthatyoucreatedorchangedinCRMwiththeGroupware. SynchronizeactivitiesorcontactsthatyoucreatedorchangedintheGroupwarewiththeCRMsystem.Technicalrestrictionsapplywhenyoucreatenewactivitiesorcontacts. 3.3.3.7E-Mail Integration EMail integration comprises an outbound scenario EMails sent from CRM and an inboundscenario EMails received in CRM. This solution works with Microsoft Outlook or IBM LotusNotes.Thefollowingfunctionsareavailable: Outbound The E-Mail address search function on the send screen is integrated with Microsoft Outlook. This means that you can search for addresses directly in the address books of CRM and Microsoft Outlook.E-Mails that you send from CRM are entered as activities. You can access these again in the interaction log for the relevant customer or business partner.Inbound YoucantransferEMailsthatyoureceiveinyourGroupwaresolutiontoyourCRMinbox.You can assign the EMails to different business objects such as business partners oropportunities. EMailintegrationrequiresthataGroupwareclientisinstalledlocallyandspecificsettingsaredefinedinInternetExplorertoenablecommunicationbetweentheCRMandGroupwareclients. 3.3.4ImplementationPartoftheActivityManagementPackage Reuse the two business roles from the Account and Contact Management package forsalesemployeesandsalesmanagerswith: Navigation entries for package applicationsRevised screens for a lean view of applications Standard permissions for these rolesCreateanewnumberrangeforactivitymanagement. Create four new transaction types for activities interaction log, EMail, sales call, andcomplaint and one transaction type for tasks to reduce the effort required for thetransactiontypes. Assign the new transaction types to standardcategories.Createacustomercategoryasanexample. Deactivate the standard transaction types to reduce the number of settings fortransactiontypesontheuserinterface. BluLeaderPtyLtd. Page26of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Define a new access sequence for determining the sales representative partner functionfromthespecifiedactivitypartner. DefinethreenewpartnerdeterminationprocedurestocontrolCRMcalendarentries. One with calendar entries for activitiesOnewithoutcalendarentriesforactivities One without calendar entries for tasksEditorganizationaldataprofilestocreateaneworganizationaldeterminationprofilethatallows the organizational unit responsible to be determined based on the user'sassignmentintheorganizationalmodelwhenthisusercreatesatransaction. Defineanactionprofileandtheassignedactions,forexample,totriggerreminderEMailsorprintrequestsautomatically. Assigntheprofilesandcategoriescreatedtothenewtransactiontypes. Define an activity journal template type and an activity journal for assignment toactivities, so that the information collected during customer visits and meetings can berecordedandupdated. Defineasamplequestionnaireandassignittoatransactiontype. Integrate clientbased Groupware to synchronize tasks, appointments, and contacts inMicrosoftOutlookandviceversa. Assign the transaction type that has to be synchronized. Only one activity type and onetasktype. Setuptheassignmentofthetexttypeandstatus. ConfiguretheEMailintegrationtoreceiveEMailsinCRMvia MicrosoftOutlookaddressbooksandsendEMailsfromCRM. ActivatetheHTTPservices. Configure the EMail transfer from Microsoft Outlook to enable access to EMails viaMicrosoftOutlookorCRM. 3.3.5CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: Adjustment of up to five categories for activities Definition of up to five activity reasonsModificationofactivitydescriptions Definitionofuptofivetexttypesforthenotesinactivities Removal of redundant work areas from the business roles of the SAP CRM CoreSystem, Account and Contact Management, and Activity Management packages.BluLeaderPtyLtd. Page27of89CRMBestPracticeBlueprintCommercialinConfidence Version1.04MarketingBestPractice TheMarketingBestPracticescenarioencompasses: 1.LeadManagement2.CampaignManagement3.CampaignQualification4.1LeadManagementPackageOverview This package increases the opportunities that your company has to generate new business.Leads interested parties are used to establish a direct relationship between marketing andsales,whichacceleratestheprocessbetweenmakinginitialcontactandclosingthefinalsale. Leadshelptoautomatetheinitialpresalesprocessandsupportthesalesdepartmentsothatitcanfocusonthemostvaluablesalesprospectsandopportunities. Improvestheresponserateforcustomerinquiriesandunderstandingofcustomerrequirements Createsquality,highvalueleadsandincreasesturnover Rationalizes the recording, distribution, and qualification of leads across a number ofchannels by systematically and effectively monitoring their progress. Endtoendmonitoring processes enable your sales organization to improve its win/loss ratio byreducingsalestimesandcosts. Themainfunctionsofthispackageare: Rule-basedleaddistribution Notes and attachmentsQuestionnairesforleadqualification Workflowfromtheleadtotheopportunity 4.1.1LeadsProcessOverview1.Themarketingemployeecreatesatargetgroupforwhichleadsaretobecreated.2.Themarketingemployeecreatesleadsfortargetgroups.3.Themarketingemployeecreatesleadsmanually.4.Themarketingemployeequalifiestheleads.5.Themarketingemployeedistributestheleads.6.Thesalesemployeetransferstheleadstothesalesdepartmentcreatesanopportunity.4.1.2LeadsUIDisplay GeneralDisplay Theuserinterfaceforleadmanagementprovidesscreensforaccessing: BluLeaderPtyLtd. Page28of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Leads Segment Builder for classifying targetgroupsSAPCRMinteractivereporting ThesefunctionscanbeaccessedeasilyfromtheCRMnavigationbarsecondlevelorfromtheworkarea. BluLeaderPtyLtd. Page29of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 17 - Navigation Bar Leads Leads can be created manually or generated automatically. In most cases, all available dataregarding the sales prospect is entered when leads are generated automatically. The followingexamplesoutlinethesourceandprocessforautomaticgeneration: Fromexternallists:LeaddatafromexternalpartnerscanbeuploadedtoCRMaslistsandthenfurtherprocessed.YourownleaddatafromMicrosoftExcelcanalsobecollatedanduploadedtothesysteminthisway. Duringcampaignexecution:Duringcampaigns,leadscanbegeneratedfromtargetgroupsusing a lead template. In this case, all data with the exception of the details for salesprospectsisidenticalforallleads. Leadscanbequalifiedashot,warm,orcold.Theyarequalifiedeithermanuallyforexample,onthe basis of the sales history of the sales prospect or by automatic analysis, which is based onthe results of a questionnaire. In this case, a questionnaire is completed directly in the systemduring the phone conversation with the prospective customer. The lead is automaticallyqualifiedon thebasis ofthe answers provided.Forexample, thesalesprospect is asked, Whendoyouthinkyouwillmakeadecisionaboutyournextpurchase?Iftheprospectanswers,Notwithinthenext12months,theleadisautomaticallyqualifiedascold. BluLeaderPtyLtd. Page30of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Leadsareforwardedsothattheycanbemonitoredandprocessedfurther.Automaticdistributionfollowsspecificrulesandpolicies,whichcanbecreatedaccordinglyonacustomerspecificbasis. Leads can be converted to opportunities. This takes place either manually as a followuptransaction or automatically. Creating opportunities automatically from leads is based on aworkflow.Ifaleadisqualifiedashotandhasthepriorityimportant,thesalesrepresentativeto whom the lead is assigned receives a corresponding task in his or her list. The salesrepresentativecanthengenerateanopportunityfromtheleadorrejectthelead.Rejectedleadsarereturnedtotheemployeeresponsible. BluLeaderPtyLtd. Page31of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 18 - Creating a Lead SegmentBuilder Market segmentation, which means grouping customers into individual segments, is animportant aspect of expanding the customer base and is used to target marketing campaignstowardsspecificgroups. Marketing data collected about business partners is used as the basis for segmentation. Theresulting segments can then be processed further depending on the requirements andpreferencesofcustomersinthissegment. BluLeaderPtyLtd. Page32of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 19 - Segment Builder 4.1.3FunctionsinLeadManagement 4.1.3.1Transaction Types Forageneraldefinitionoftransactiontypes,seeSection3.3.3.1TransactionTypes.Inleadmanagement,onlytheleadtransactiontypeisused. 4.1.3.2Partner Processing Forgeneralinformationaboutpartnerprocessing,seeSection3.3.3.2PartnerProcessing. The user currently logged on is considered to be the employee responsible for processing thelead. The sales representative and contact person are then determined automatically from thebusinesspartnerrelationshipwiththesalesprospect. 4.1.3.3Organizational Data Determination Forgeneralinformation,seeSection3.3.3.3OrganizationalDataDetermination.Organizationaldataisdeterminedonthebasisofthesalesprospect. 4.1.3.4Lead Categorization Thefollowingselectionfieldsareusedforanalysispurposestoclassifyleadsintodifferenttypes: Lead GroupsLead Origin Lead QualificationLead PrioritiesBluLeaderPtyLtd. Page33of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Level Top100customersTradefair Cold VeryhighCriticalcustomersExternalpartner Warm HighNewcustomers Campaign Hot LowInternetleadsPhoneinquiryICleadsRoadshowManualleadsResponsetocampaignInternetIncomingcallCallcenteragent Theleveloftheleadqualificationcanalsobederivedfromtheanalysischeck. 4.1.3.5Rule-Based Lead Distribution Rulebased lead distribution enables the relevant business partners to be automatically andsemiautomaticallyallocatedwithinalead.Thisleaddistributionprocessenhancesthepartnerdeterminationprocedure. Rules, which comprise conditions and actions, must be defined before they can be used todistribute leads. The conditions determine the selection criteria and values to identify therelevant leads. Actions complete the assignment process of the corresponding businesspartnersusingtherelevantpartnerfunctions. Two lead distribution rules with conditions and actions are created as examples one forimportant leads in the VIP customers lead group and qualified as hot, and another forstandard leads qualified as warm or cold. The first lead group can, for example, beassigned automatically to the marketing manager, and the second group to a marketingemployee. Keyuserscanalsocreateadditionalrules. 4.1.3.6Notes and Attachments DocumentssuchasMicrosoftExcel,Word,orgraphicsfilescanbelinkeddirectlywithopportunities.Attachmentscanbemanagedatheaderoritemlevel. Inaddition,freetextscanbesavedintheopportunities.Toenableyoutodistinguishbetweennotes,multipletexttypesareavailabledependingontheCustomizingsettings. 4.1.3.7Questionnaire for Lead Qualification Theleadqualificationprocessis supportedbytheuseofpredefinedquestionnaires.Asamplequestionnaire is provided. The qualification level is derived from the percentage calculatedfromtheanswersonthequestionnaire. 4.1.3.8Workflow from the Lead to the Opportunity BluLeaderPtyLtd. Page34of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0TheCreate Opportunity from Leadworkflowbeginswhenalead issavedwith thequalification levelHot and the statusNo Errors.The system uses thepriority and leadgroup attributes,which arespecific to each lead, to check whether an opportunity can be created automatically or whetherthesalesemployeemustfirsttakeadecision.Ifthesalesemployeedecidesthattheopportunitycan be created, the lead status is set to Accepted by Sales and an opportunity is created in thebackground. Ifnecessary,theopportunityisthenforwardedtothesalesemployeewhoassessesit.Ifthesalesemployeerejectsthelead,theleadstatusissetto RejectedbySalesandtheinitiatorisinformedbyEMail. Theworkflowendsifnoopportunityiscreatedandoneofthefollowingsituationsapplies: The lead is deleted. The qualification level of the lead is changed to a setting other than Hot. The status of the lead is changed to a setting other than No Errors. 4.1.4ImplementationPartoftheLeadManagementPackage Setuptwouserrolesformarketingemployeesandmanagersifthishasnotalreadybeendoneinanotherpackagewith: Integrationofnavigationentriesforpackageapplications Revised screens for a lean view of applicationsStandard permissions for these rolesCreateanewnumberrangeforleadmanagement. Defineanewpartnerdeterminationprocedurethatthesystemusestoautomaticallyaddpartnerstotheleadforexample,employeesresponsible. Createleadgroups,qualifyleadsatdifferentlevels,andgroupleadsintopriorities. Createanewtransactiontypethatistobeusedasthelead. Deactivate the standard transaction types to reduce the number of settings fortransactiontypesontheuserinterface. Defineitemcategorydeterminationforthenewleadtransactiontype. Create a new status and subject profile and assign this to the new lead transaction type. Import the standard best practice questionnaires into the CRM system and activate them. Definequestionnairedeterminationandassignthistothenewleadtransactiontype. Carry outintegrationwithopportunity management.This isrequiredtoallow an opportunity tobecreatedfromalead.Integrationinvolves: Definingcopycontrolforopportunitymanagement(anopportunitytransactiontype) Defining copy control for item categories (based on the lead transaction type)Defining item category determination for copying 4.1.5CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: Modification of up to five lead groups BluLeaderPtyLtd. Page35of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Modification of up to ten lead originsCreation of an additional questionnaire with up to five questions andanswersDefinitionofuptofivetexttypesfortheleadnotes Removalofredundantworkareasinthebusinessrolesoftheleadpackage BluLeaderPtyLtd. Page36of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 4.2MarketingCampaignManagementPackageOverview Theaimofthispackageistocovertheentireprocessofexecutingacampaign,fromplanningthecampaign,throughsegmentationandexecution,toclosingandanalyzingtheresults. Themaincomponentsofthispackageare: Marketingplan Marketing calendar Marketing campaign Segment builderEMailintegration 4.2.1CampaignsProcessOverview Themarketingmanagercreatesthegenericstructureofthemarketingplanandplanningelementsthatarerelevantforthecurrentyear. 1.Themarketingmanagercreatesamarketingplanandspecifiesitsstartandenddates.2.He or she then creates new marketing plan elements and specifies their start and enddates,beforefindingthenewmarketingplaninthemarketingcalendar.3.Themarketingmanagerthencreatesamarketingcampaignforaspecificplanelementbyenteringadescription,startdate,andenddate.4.He or she also specifies the type, objective, tactics, and priority of the marketingcampaign. Optional:Themarketingmanagercreatesnewmarketingcampaignswithoutareferencetomarketingplanelements. Themarketingmanagerdefinesthebusinesspartnersatwhomtheinitialcampaignistargeted.Here,heorshecanstartacorrespondingcustomersegmentationprocess. Creatingatargetgroup 5.The marketing manager defines a new profile set, specifies how it is to be used, andestablishesthededuplicationmethod.6.He or she selects graphical modeling and opens the Segment Builder to define theattributesbydraganddrop.7.Themarketingmanagerthencreatesanewtargetgroupforthisprofile.4.2.2CampaignsUIDisplay GeneralDisplay BluLeaderPtyLtd. Page37of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Theuserinterfaceformarketingcampaignmanagementprovidesscreensforaccessingthe: Marketing calendar or marketingplannerAreaforcreatingcampaigns SegmentBuilderforclassifyingtargetgroups AllofthesefunctionscanbeaccessedeasilyfromtheCRMnavigationbarsecondlevelorfromtheworkarea. Figure 20 - Navigation Bar and Initial Marketing Page BluLeaderPtyLtd. Page38of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0MarketingPlan TheMarketing Plannerisaplanning toolthatyou can use toaccess and carry outall marketingactivities.Themarketing planandall ofitsplanelementsand campaignsarecreateddirectlyintheMarketingPlanner. Figure 21 - Marketing Plan BluLeaderPtyLtd. Page39of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 MarketingPlanElement Figure 22 - Marketing Plan Element MarketingCalendar Themarketing calendarwasdevelopedas a centralpointofaccessthatprovidesaworkarea inwhich all of the promotional events within a specific period of time can be viewed. It alsoprovides basic information such as the name of the promotion, its status, and the period in theformofbarsonachart. Furthermore, it enables you to create a campaign directly as a bar in the relevant period,reschedule an activity by moving the corresponding bar, or make the activity longer or shorterbydraggingthebaraccordingly.Youcanalsodeletetheactivityorcopyittoanotherlocation. BluLeaderPtyLtd. Page40of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 23 - Find: Marketing Projects CreatingCampaigns For each campaign, you can select the campaign type, objective, and tactics. These fields enablethe individual campaigns to be categorized and the success rates of different campaigns to becomparedwithoneanother. Youalsoentertheperiod,communicationmedium,targetgroup,andformsthataretobeusedduringthecampaign. Examplesofcampaigntypes,objectives,andtacticsareprovided. BluLeaderPtyLtd. Page41of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 24 - Creating a Campaign BluLeaderPtyLtd. Page42of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 4.2.3FunctionsinMarketingCampaignManagement 4.2.3.1Business Partner Segmentation Whenbusinesspartnersaresegmented,targetgroupsareformed usingvariousdatasourcesbycombiningselectioncriteriafromsourcessuchasthebusiness partner'smasterdata,marketingattributes,oracquiredaddresslists. Target groups can be assigned directly to marketing campaigns. There are several channels bywhich you can contact the business partners of the target groups from the marketing plannerfor example,phoneormail.Youcan also contacttarget groupsdirectlywithout reference toacampaign.Asampleattributelistwithdatasourcesfromthebusinesspartnermasterdatasuchas the city, postal code, and country and the marketing attributes has been provided for thesegmentationprocess. ThestructureoftheSegmentBuilderisshowninthefigurebelow: Thescreenisdividedintothefollowingsections: ComponentsArea Thisareacontainsthefollowingsections: Favorites Here,youcanaddanyobjects(attributes,filtervaluesforattributes,profiles,targetgroups, andsoon)thatyoufrequentlyneedtomodelprofiles.Forexample,youcouldsavethree profiles Gold, Silver, and Bronze so that you can classify business partners in terms of their turnover. Alternatively, you could create a favorite with the name standard target group, which contains all business partners who are to be targeted by each campaign.Find BluLeaderPtyLtd. Page43of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0EnablesyoutofindanyobjectthatcanbeprocessedintheSegmentBuilder AttributeList Displaystheattributelistthatcanbeusedtomodeltheprofiles ProfileSets Displaystheprofilesets Tomodelprofiles,youmoveobjectsfromthecomponentsareatothestagingareabymeansofdraganddrop. StagingArea This is the area in which the profile is actually modeled. You drag the relevant selectionattributes from the components area to the staging area. Click the secondary mouse button todeterminewhethertheattributeislinkedappropriatelytootherattributes.TheavailableoptionsareKeep,Remove,andSplit. DetailArea Contains data about how attribute values are allocated to business partners in the form of agraphicpiechart,graph,orbarchart.YoucanconfigurehowthedataistobedisplayedintheCustomizingsettings. 4.2.3.2Executing Campaigns Twochannelsareusedtoexecutecampaigns: Salesvisit:Inthiscase,anactivityiscreatedforeachbusinesspartnerinthetargetgroup.The activity is assigned to the sales representative based on the relationship of thebusiness partner to the customer. The sales representative can use the activity to plan acustomervisit. Open channel: In this case, an address file CSV format is created for the businesspartnersinthetargetgroupandcanbeused,forexample,asinputforacircular. 4.2.4ImplementationPartoftheMarketingPackage Setuptwouserrolesformarketingemployeesandmanagersifthishasnotalreadybeendoneinanotherpackagewith: Integrationofnavigationentriesforpackageapplications Revised screens for a lean view of applicationsStandard permissions for these rolesCreate a sample marketingattribute group with attributes so that you can assignthemtobusinesspartnersduringsegmentation. Createasampledatasourceandattributelistformarketingattributesandthebusinesspartnermasterdataasthebasisforcreatingtargetgroupstoexecutethecampaign. BluLeaderPtyLtd. Page44of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Definesixdifferentobjectivesforcampaignsandcampaignelements. Define three different tactics for campaigns and campaign elements.Define a campaign type so that you can categorize and compare success rates.Assign tactics and objectives to the campaign.Only the standard InfoSets are available as data sources in the segmentation. AdditionalInfoSetscanbeimplementedoutsidetheservicescopeofCRMBestPractice. Create a partner determination profile that is used to determine the correct partner inmarketingactivities. Createanorganizationaldataprofiletodeterminetheresponsibleorganizationalunitbyassigningtherelevantuser. Defineatransactiontypeformarketingactivitiesandassignthenewprofiles. Define interaction objects that are used in the application and define two follow-up transactiontypes. Definethecommunicationstrategy. Definetheexportvariantsforexportingthefiletocampaignexecution. Definethefilelocationthatisgeneratedwhenthecampaignisexecuted. Definethecommunicationmediumthatyouusetoactivelytargetthebusinesspartner. Twochannelsareusedtoexecutecampaigns:salesvisitandopenchannel. 4.2.5CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: Modification of up to ten campaign objectives Modification of up to five campaign tacticsRemoval of redundant work areas in the business roles of CRM marketingcampaignmanagement 4.3MarketingCampaignQualificationPackageOverview Campaignqualificationprovidesaquick,simple,andefficientwayofmodifyingthestandardSAPCRMcampaignprocess. Thispackageprovidesadditionalfunctionsforcampaignmanagementintheformofdetailedandlocalized targetgroup qualification. Implementing this package means that target groups canfirstbequalifiedbyofficebasedpersonnelandthenagainbyfieldsalespersonnel.Targetgroupscanbequalifiedandadjustedatbusinesspartnerlevel. Wastecommunicationscanbeavoidedbysegmentingtargetgroupsinahighlevelofdetailandbydeployingfieldsalespersonnel.Marketingcostsarereducedbyusingoptimumchannels,thusBluLeaderPtyLtd. Page45of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0makingtheexecutionofthecampaignmoreefficient. Thecampaignqualificationpackagecanonlybeimplementedinconjunctionwithmarketingcampaignmanagement. 4.3.1MarketingCampaignQualificationProcessOverview Figure 25 - Campaign Qualification Process Overview Planning a Campaign When a campaign is created, officebased personnel determine which channels ofcommunicationareavailableaspartofthemarketingpromotion forexample,customervisit,EMail, list export for an external call center, or letter. The target groups are then selected andassignedtothecampaign. Campaign Qualification Oncetheofficebasedpersonnelhavecreatedtheroughtargetgroupandlinkedittotherelevantcampaign,it isfurtherqualified,firstbytheofficebasedpersonnel andthenbythefieldservicerepresentatives. Officebased personnel initiate these process steps by setting the status of thecampaign to Prequalification qualification by officebased personnel or Qualificationqualificationbyfieldservice. Office-Based Personnel Qualification BluLeaderPtyLtd. Page46of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0As soon as the Prequalification status is set in a campaign, officebased personnel are able toqualifythetargetgroupofthecampaign.Officebasedpersonnelcanqualifybusinesspartnersinthetargetgroupintermsofthe: Contactchannel Employeeresponsible Status ResponsibilityTheemployeeresponsibleisdeterminedonthebasisofthebusinesspartnerrelationshipsspecifiedinthemasterrecordandcanbechangedinthequalification. Thesechangescanbemadeindividuallyforeachspecificbusinesspartneroraspartofamasschange. Once officebased personnel have completed the prequalification process, they set the status ofthecampaigntoQualification.Whenthestatusischanged,anentryappearsonthesystemstartpage of the field sales representative specified as the employee responsible for one or morebusinesspartnersinthetargetgroup. Field Sales Representative Qualification ThestartpageofthefieldsalesrepresentativenowcontainsanewentryintheMyCampaignQualificationssection.Ahyperlinkprovidesaccesstothequalificationapplication. The field sales representative works on the same screen as officebased personnel; the onlydifferenceisthatfieldsalesrepresentativesseeonlythosebusinesspartnersinthetargetgroupsassignedtothem.Theycanthenqualifythebusinesspartnersintermsof: Contactchannel Contactperson Status Responsibility Thecontactchannelenablesthefieldsalesrepresentativetospecifyhowtheassociatedbusinesspartneristobecontacted.Forexample,thecontactchannelEMailorlistforanexternalcallcenter can be specified for all business partners that cannot be contacted directly. Field salesrepresentatives can also add or delete business partners. If they are not responsible for thebusiness partner, they can set the corresponding responsibility indicator to No. Officebasedpersonnelarethenabletoassignthebusinesspartnertoadifferentrepresentative. Finalizing Qualification Thecampaignqualificationisfinalizedoncethefieldsalesrepresentativehasfinishedprocessingthebusinesspartner. Thesystemautomaticallycreatesaseparatecampaignforeachoftheassignedcontactchannels.Each campaign contains allof thebusinesspartners in their target group forwhom this contactchannelwasselectedduringthequalificationprocess. Once the campaign manager has finalized the qualification, the qualified business partners arewritten to one target group for each contact channel by means of a report. This is based on theBluLeaderPtyLtd. Page47of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0assignmentofthecontactchannelstothebusinesspartnersofthetargetgroup. Aseparatecampaignisthencreatedforeachcontactchannelandtherelevanttargetgroupassignedtoit. Executing Generated Campaigns Oncethecampaignshavebeenapproved,theycanbeexecutedusingthecorrespondingcontactchannels.Thecampaignthatwascreatedoriginallyisnotexecuted. Ifactivitiesweregeneratedwhenthecampaignwasexecuted,theemployeeresponsiblecanviewasummaryoftheseintheMyCurrentCampaignsareaofthestartpage. 4.3.2MarketingCampaignQualificationUIDisplay Thescopeofthepackageincludesintegratingtheapplicationintwoexistingbusinessrolesofficebasedroleandfieldsalesrole. The initial screen can be called using a separate navigation link in the SAP CRM Web UI and isintegrated into the Marketing work area. A campaign for qualification must also be createdusingtheDirectLinkGroups. Thequalificationapplicationconsistsoftwoblocks: Details Qualification BluLeaderPtyLtd. Page48of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Figure 26 - Campaign Qualification Overview In the Details area, the planned start and end dates as well as the standard communicationmediumandemployeeresponsibleforthecampaignaredisplayedinadditiontothecampaignIDanddescription. IntheQualificationarea,detailsforthetargetgroupandfieldsspecifictothecampaignqualificationaredisplayed: BusinesspartnernumberBusinesspartner'snameBusinesspartnersaddressdataContactpersonsnumberContactperson'snameCommunicationmediumStatus ResponsibilityBluLeaderPtyLtd. Page49of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Employeenumber Nameoftheemployeeresponsible Inthisblock,youcanperformamasschangeofthefollowingdata:Communicationchannel -Employee responsible -Qualification status -Responsibility Figure 27 - Mass Change 1 BluLeaderPtyLtd. Page50of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 28 - Mass Change 2 The qualification application is integrated into the system start page as follows: BluLeaderPtyLtd. Page51of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 29 - My Campaign Qualifications IntheMyCampaignQualificationsareaofthestartpage,alistofcampaignsforqualificationisavailableforpersonsinvolvedincampaignqualification.Thecampaignsaresortedindescendingorderaccordingtothequalificationenddate. Ifactivitiesweregeneratedwhenthecampaignwasexecuted,theemployeeresponsiblecanviewasummaryoftheseintheMyCurrentCampaignsareaofthestartpage. Officebasedpersonnelcanalsousetheadvancedcampaignsearchtodisplayallcampaignswithaprequalification,qualification,orfinalizationstatus. 4.3.34.3.3FunctionsintheMarketingCampaignQualification Qualification Theusercanperformthefollowingoperationsinthequalificationapplication: Remove a business partner from the target group Add a business partner to the target groupChange the communication channel for specific members of the target group such ascustomervisitorEMail Changethecontactperson Changetheemployeeresponsiblefieldsalesrepresentative Set theCompleted indicator as soon as the qualification is complete for theBPNavigatetothebusinesspartnerusingahyperlink Making Mass Changes to Fields IntheQualificationarea,afunctionisimplementedtochangethefollowingattributesoffiltereddatarecordsinonesinglestep: Employeeresponsible Communicationchannel Qualification statusResponsibility Substitute Rule A substitute rule has been implemented as an additional function. This is used to set up asubstituteforanemployeeforaspecificperiodoftime.Duringthisdefinedperiod,thesubstitutecanviewtheentriesfortheemployeethatheorsheissubstitutinginadditiontohisorherownentriesonthestartpageandinthecampaignqualificationarea. BluLeaderPtyLtd. Page52of89CRMBestPracticeBlueprintCommercialinConfidence Version1.04.3.4ImplementationPartintheMarketingCampaignQualification Installthecampaignqualificationconsultingsolution. Adjustthecommunicationchannelstobeusedtoestablishcontact. Integrate into the sales employee business role for field sales and into themarketingmanagerbusinessrole. BluLeaderPtyLtd. Page53of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 4.3.5 CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: Integrationofthequalificationintoanexistingcampaigntype Selectionoffourcontactchannelsforthecampaignqualification AdjustmentoftheMyCampaignQualificationsandMyCurrentCampaignsareaswith respecttohowtheduedateisdefinedandhowthedatevalueisselected Definitionofthedeterminationlogicforcontactpersonsandemployeesresponsible 5SalesBestPractice TheSalesBestPracticepackageencompassesthefollowingareas: 1.OpportunityandPipelinePerformanceManagement2.IntegratedERPOrderandQuotationManagement5.1OpportunityandPipelinePerformanceManagement 5.1.1OpportunityManagementPackageOverviewThispackagecontainsCRMopportunitymanagement,whichenablesyoutomonitoryoursalesprocess. Anopportunityisasalesopportunityforacompany,forexample,toselltheirproductsorservices.Anopportunitycanresultfromatradefair,asalesdeal,orabidinvitation,forexample. The opportunity describes the sales prospects, their requested products and services, the salesprospect's budget, the potential sales volume, and an estimated sales probability. Thisinformation is of significance during the course of the sales cycle, and can be displayed andassessedinthesystem. In opportunity management, you can model sales projects from their inception and monitor their progress. Opportunity management provides the basis for analyzing and optimizing your company. Itisparticularlyrecommendedtouseopportunitymanagementif: Many field sales representatives work foryouTherearehighsalesordervalues Thesalescyclespansalongperiodoftime An opportunity goes through a sales cycle, which is divided into various sales stages. The salesBluLeaderPtyLtd. Page54of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0cycleisdefinedbasedontheperiodoftimebetweenthestartdateandtheestimatedenddateoftheopportunity.Asalesstage ispartofthesalesprocess,inwhichspecificactivities arecarriedout. A stage could be, for example, preselection, first contact, presentation, quotationphaseorcontractphase. Theopportunityprocessendswithawinorloss. 5.1.1.1Opportunity Management Process Overview Thisprocessdescribesthreedifferentstartingpointsforcreatinganopportunity: 1.Thesalesemployeecreatesanopportunitymanually.2.Thesalesemployeecreatesanopportunitybasedonanactivity.3.ThesalesemployeecreatesanopportunityasafollowupactivityforLeadManagement. As soon as an opportunity is created in one of these steps, no further differentiation is made inthe document with respect to the opportunity's starting point. The structure of the documentreflectsthestagesofthesalescycle: Opportunityidentification QualificationQuotation DecisionCompletion Sales order 4.Thesalesmanageranalysesthesalespipelineusingopportunityreporting. 5.1.1.2Opportunity Management UI Display GeneralDisplay Theuserinterfaceforopportunitymanagementprovidesscreensforaccessingthe: Salescycle/opportunity Activities ThesefunctionscanbeaccessedeasilyfromtheCRMnavigationbarsecondlevelorfromtheworkarea.BluLeaderPtyLtd. Page55of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 30 - Navigation Bar and Initial Sales Screen Opportunity Opportunitymanagementallowsyoutodevelopasalesmethodologytailoredtoyoursalesprocesses. Yoursalesemployeeslearnaboutthestepsofanidealsalesprocessfromidentifyingaleadtoclosingasale. Youcanadddocumentstoanopportunityandmanagetheseasrequired.Forexample,youmightwant to add presentations you received for the opportunity, correspondence, or materials suchasdrafts,buildingplans,andsoon. BluLeaderPtyLtd. Page56of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 31 - Opportunity AccessingActivities Anydatastoredinanactivityisavaluablesourceofinformationtowhichallrelevantemployeesmustbegrantedaccess. Thedataprovidesanswerstodaytodayquestionssuchas: What appointments do I have next week? When can I arrange a visit to Ms. Smith?Whocancoverforasickcolleagueinfieldsales? Figure 32 - Activities BluLeaderPtyLtd. Page57of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 5.1.1.3Functions in Opportunity Management 5.1.1.3.1Partner Processing Partner processing controls how the system works with business partners in businesstransactions.Itensuresthatpartner dataused in businesstransactions is correct byapplyingrules defined in customerspecific adjustments, and facilitates your work by entering specificpartnersandcorrespondinginformation,suchasaddresses,automatically. One of the most important elements of partner processing is partner determination, which istheprocessinwhichthesystemautomaticallyfindsandenterspartnersinvolvedinabusinesstransaction. In most business transactions, you enter one or more partners manually and thesystemaddstheotherpartnersbymeansofpartnerdetermination. Varioussourcesofinformationfacilitatepartnerdetermination.Twoofthemostimportantsourcesarethemasterdataforthebusinesspartnerandtheorganizationaldata. The user currently logged on is considered to be the person responsible for the opportunity.The sales opportunity prospect or customer must be entered manually. The salesrepresentativeandcontactpersonarethendeterminedautomatically. 5.1.1.3.2Organizational Data Determination Whenabusinesstransactionisprocessed,certainorganizationaldataismandatorydependingon the transaction type. Organizational data contains the properties sales organization,distributionchannel,businessunit,salesoffice,andsalesgroup. Theorganizationaldataisdefinedbasedonthesalesopportunity. 5.1.1.3.3Sales Cycle and Sales Stages A sales cycle is based on the period between the start and estimated end date of anopportunity.Thesalescycleofaproductorservicestartswithrecognitionoftheopportunity.The process ends with a sales order or a rejection from the customer. The sales cycle of anopportunity is divided into various sales stages, such as first contact, quotation phase, and soon. Asalesstageisaphaseofthesalescycle,inwhichspecificactivitiesarecarriedout.Thesalescyclecontainsmultiplesalesstages.Thefollowingsalesstagesaredefined: DescriptionProbability Opportunity identification10 Qualification20 Quotation50 Decision80 Completion100 BluLeaderPtyLtd. Page58of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 5.1.1.3.4Sales Assistant Thesalesassistantguidesasalesemployeethroughastructuredsalesprocessandsupportshimorherinplanningthesalesactivities. Thesalesassistantprovidesthesalesemployeewithachecklistofrecommendedactivitiesandtasksthatheorsheistocarryoutduringthisstage. The sales assistant can be tailored to suit the specific sales processes of a company. If youworkwithnumeroussalescycles,youcandefinedifferentactivityguidelinesforeachoftheseinthesystem.Forexample,youcandefineoneactivityguidelinefortransactionswithexistingcustomersandanotherfortransactionswithnewcustomers. Youcandisplaytherecommendedactivitiesandtasksforeachstageandcopythemtothepersonalactivityplanfortherelevantsalesproject. Intheactivityplan,youcanspecifybywhatdateanactivity istobeexecuted,whothepersonresponsibleis,andwhetheranactivityhasalreadybeencompleted.Ifanactivityisoverdueorhasnotyetbeencompleted,aniconisautomaticallydisplayedinSAPCRMasareminder. Usingtheinputhelp,youcanrestricttherecommendedactivitiesdisplayedtoaspecificstage.Thedefaultvalueisthecurrentstageofthesalescyclefortheopportunity. Anyactivitiesthatyoudefinedintheuserspecificsettingsfortheindividualstagesaredisplayedasrecommendedactivities.Eachlinecontainsarecommendedactivity. Thefollowingdataistakenfromtheopportunity: Partnerforexample,employeeresponsiblefromtheactivityplanCommentdescriptionoftheactivity Textsforexample,notes,iftextdeterminationissetupcorrectlyinthesystem Datecompletedbyfromthesalesassistantasaproposedactual/plannedactivitydateReasonforactivityreasonforactivity:opportunity Whenanactivityisgeneratedfromthesalesassistantandcopiedtotheactivityplan,theactivityislinkedtotheopportunity,whichmeansthedocumentflowisupdated. Withinthespecialsalesstages,thesalesassistantconsistsofthefollowingactions: Sales StageAction Opportunity identificationGather customer information Arrange and prepare visit QualificationConductcustomer visit Clarify feasibility internally Identify customer schedule Forma sales team Meetyes/no decisionBluLeaderPtyLtd. Page59of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 QuotationDevelop proposed solution Presentquotation to customer project Create a quotation DecisionGet feedbackand clarify open issues Secure writtenagreement CompletionNegotiate salesorder conditions Analyze reasons for success or failure 5.1.1.3.5Products You can add information about individual products or services to an opportunity. In the courseofthesales cycle,thisgatheredinformationhelpsyoutodetermineexactlywhichproductsandservicesthecustomerneedsandinwhatquantities. To be able to use products in opportunity management, they are downloaded from the ERPsystem.Duringtheinitialdownload,therequiredmaterialsaredownloadedandthencreatedasproductsinSAPCRM. Any subsequent changes or any new products created in ERP after this point in time aretransferredindeltadownloads,whicharetriggeredautomaticallyoncetheinitialdownloadhascompleted. Youcanalsoenterpricesforindividualproductsmanually.Theexpectedvalueforallitemsisdisplayedasacumulativevalueontheopportunityoverviewpage. 5.1.1.3.6Notes and Attachments YoucanlinkrequireddocumentssuchasMicrosoftExcelandWordfilesorgraphicstoopportunities.Youcanmanageattachmentsatheaderoritemlevel. Youcanalsoaddfreetextstoyouropportunities.Toenableyoutodistinguishbetweennotes,multipletexttypesareavailabledependingontheCustomizingsettings. 5.1.1.3.7Questionnaire for Opportunity Assessment You can use a questionnaire to assess opportunities as part of the sales methodology. This typeof assessment can be used for project qualification. Project qualification is used primarily toassess the costs and benefits of a project; before considerable resources are invested in a salesproject, it is important to assess whether the expected sales revenue and chance of successcounterbalancetheinvestmentrequired. A sample questionnaire is provided for opportunity assessment. Based on the weightingassigned to questions and answers, the system calculates the chance of success. The salesemployeecanusethisinformationtohelpmakeinformeddecisions. 5.1.1.4Implementation Part of the Opportunity Package BluLeaderPtyLtd. Page60of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Reuse the two business roles from the Account and Contact Management package forsalesemployeesandsalesmanagerswith: Integrationofnavigationentriesforpackageapplications Revised screens for a lean view of applicationsStandard permissions for these rolesCreateanewnumberrangeforopportunitymanagement. Create a new access sequence for determining the sales representative partner functionfromthespecifiedactivitypartner. Define a new partner determination procedure that the system uses to add partnersautomaticallytotheopportunity. Create a new opportunity sales cycle that is defined based on the period between thestart date and estimated end date of an opportunity. The sales cycle of a product orservicestartswithrecognitionoftheopportunity. Definethefivesalesstagesandassignmenttothepreviouslycreatedsalescycle. Createanactionprofileandthreeassignedactions.Fivescheduleandstartconditionsarealsocreated. Createanewtransactiontypethatistobeusedastheopportunity. Deactivate the standard transaction types to reduce the number of settings fortransactiontypesontheuserinterface. Definetheitemcategorydeterminationforthenewopportunitytransactiontype. Createanewstatusandsubjectprofileandassignthistothenewopportunitytransactiontype. ImportthestandardbestpracticequestionnairesintotheCRMsystemandactivatethem. Define questionnaire determination and assign this to the new opportunity transaction type. Integrate the activity management and opportunity management scenarios. This isrequiredtoallowanopportunitytobecreatedfromanactivity.Integrationinvolves: Defining copy control for activity management (an activity transaction type)Definingcopycontrolforitemcategories(basedontheactivitytransaction type) Defining item category determination for copying 5.1.2PipelinePerformanceManagementPackageOverview Pipeline Performance ManagementPPM is a highlyinteractiveanalyticalapplication designedto help sales managers and sales employees plan quotas and manage pipeline activities toachievetargets. Modeling opportunity data in the context of pipeline analyses makes it possible to identifyweaknesses and critical opportunities easily and therefore facilitates timely problem solving.Sales managers can prioritize, reassign, or modify opportunities to drive immediate action andhelp sales employees focus on the right deals. The simulation function allows you to simulatewhatifscenariosandprojectsresultswithnoimpactontheunderlyingdata. BluLeaderPtyLtd. Page61of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Salesmanagersandsalesemployeescanmonitorandanalyzeopportunitiesonthefollowingpages: SalesPipeline Target to Date Closing DateSalesPipelineChange SalesmanagerswiththeappropriateauthorizationscanmanagequotasandopportunitychurnratesontheOptionspage. 5.1.2.1Pipeline Performance Process Overview A sales representative can view the outcome of a telephone call made after an initial customer visit. Thesalesmanagermaintainsthegeneralsettings. Thesalesmanagermaintainsopportunitychurnrates. Thesalesmanagermaintainsindividualopportunitychurnrates. Thesalesmanager/headofsaleschecksandmaintainssalesquotas.Thesalesmanageranalysesthesalespipeline. Thesalesmanagerorsalesemployeeanalysesthetargettodate. BluLeaderPtyLtd. Page62of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Thesalesmanagerorsalesemployeeanalysestheclosingdate,andidentifiesandmonitorsopportunitychanges. 5.1.2.2Pipeline Performance UI Display GeneralDisplay TheuserinterfaceforPipelinePerformanceManagementprovidesscreensforaccessingthe: Navigationbar Sales pipelineTargettodateanalyses Sales pipeline change AllthesefunctionscanbeaccessedeasilyfromtheCRMnavigationbarsecondlevelortheworkarea. Figure 33 - Navigation Bar and Pipeline Performance Page SalesPipelineAnalyses Youcananalyzethesalespipelineataglancebymeansoftablesandbarchartsfocusingonthefollowinginformation: Wondealstheproportionofsuccessfulsalesdealscompletedduringtheselectedperiod Expected deals the proportion of overall potential revenue projected for the selectedBluLeaderPtyLtd. Page63of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0periodbasedondealswon Salesquotasthetargetlineisthetargetrevenuethatthesalesmanagerspecifiesforthesalesrepresentativeforaspecificperiodsuchasaparticularquarterinthecurrentyear The remaining difference between won and expected deals and sales targets the gapthatremainsbetweenthecombinedwonandexpectedsalesdealsandthetargetrevenuefortheselectedperiod Identifyfunctionalgapsandcriticalopportunities Identify and monitor opportunity changes in thepipelineSimulatewhatifscenarios Triggerappropriateactionimmediatelytoresolveissuesandmeetthesalestarget Figure 34 - Pipeline Performance Analyses 5.1.2.3Implementation Part of the Pipeline Performance Package ThepipelineperformancepackageisanintegratedpartoftheopportunitymanagementpackageandisthereforelinkeddirectlytothedeliveredopportunityCustomizing. BluLeaderPtyLtd. Page64of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 5.1.3CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: Adjustmentofuptofivesalesstagesinthesalescycle Creation of an additional questionnaire with up to five questions andanswersDefinitionofuptofivetexttypesfortheopportunitynotes Removalofredundantworkareasinthebusinessrolesoftheopportunitypackage 5.2IntegratedERPOrderandQuotationManagementPackageOverview TheIntegratedERPOrderandQuotationManagementpackageallowsyoutocreatesalesordersand quotations directly in the ERP system from within the CRM system. This does not requireyoutoreplicatedocumentsbetweenCRMandERPortoexittheCRMWebClient.Youcontinuetowork with the same familiar entry screens of the CRM WebClient, where you enter the data forthesalesorder or quotationdirectly.Thedata is transferred to theERPsystemin real time andtheorderorquotationiscreateddirectly. TheCustomizingsettingsfromtheERPsystemareusedtocreatethesedocuments.YouarenotrequiredtoconfigureanyadditionalCustomizingsettingsfortransactionsinCRM. Adocumentflowcanbecreatedfortheentiresalesprocess,fromtheleadoropportunitytotheERPquotationorsalesorder.Thisallowsyoutoobtainanoverviewofallimportantdocuments. Asaprerequisite,anexistingECC6.0withEHP4isneeded. 5.2.1IntegratedERPOrderandQuotationManagementProcessOverview IntegratedERPorderandquotationmanagementprovidesfunctionsto: Find and edit existing ERP customer quotations Find and edit existing ERP sales ordersCreateERPcustomerquotations Create ERP sales ordersCreate ERP customer quotations as followup documents for an opportunity orleadCreateERPsalesordersasfollowupdocumentsforanopportunityorlead 5.2.2IntegratedERPOrderandQuotationManagementUIDisplay GeneralDisplay BluLeaderPtyLtd. Page65of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0ThenavigationbarentriesrequiredforintegratedERPorderandquotationmanagementareintegratedintotheexistingbusinessrolesfromtheBestPracticeroles. Figure 35 - Accessing ERP Quotations and ERP Sales Orders When you choose these entries, you either navigate to the search screen for ERP quotations and ERP sales orders or can create new documents. Figure 36 - Searching for ERP Sales Orders By clicking the sales order ID, you can navigate to the ERP sales order overview. BluLeaderPtyLtd. Page66of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 37 - Detail Overview for an ERP Sales Order Inthedetailoverview,youcanviewtheERPsalesorderdatafromtheERPsystem.Thisincludestheheaderdataaswellasinformationaboutindividualitemsandshippingandbillingdata. TheincompletionlogindicatesifrequiredentriesaremissingintheERPsystem. WhenanewERPsalesorderiscreated,datasuchasthesoldtoparty,salesorganization,anditemshastobeentered. BluLeaderPtyLtd. Page67of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 38 - Creating a New ERP Sales Order Sales Organization BluLeaderPtyLtd. Page68of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 39 - Creating a New ERP Sales Order Item Entry ThetransactionhistoryindicateswhetherthereareprecedingdocumentssuchasanERPquotationoranopportunityinCRM. Figure 40 - Transaction History with an ERP Quotation as a Preceding Document 5.2.3FunctionsinIntegratedERPOrderandQuotationManagement IntegratedERPorderandquotationmanagementprovidesfunctionsto: Find,create,andmaintainERPquotationsandERPsalesordersdirectlyintheCRMsystem CreateERPquotationsandERPsalesordersasfollowupdocumentsforopportunities 5.2.4ImplementationPartofIntegratedERPOrderandQuotationManagement Reuse the two business roles from the Account and Contact Management package forsalesemployeesandsalesmanagerswith: Integrationofnavigationentriesforpackageapplications Revised screens for a lean view of applicationsStandard permissions for these rolesTransferproductsfromtheSAPERPsystemtotheCRMsystem. Activate the ERP quotation and sales order screens in the SALES_EMPL business role. Configure the ERP quotation and ERP sales order transaction types for maintenance inCRM. Set up of copy control from opportunities to ERP quotations and ERP salesorders.ConfiguretheproductproposalCustomizingintheCRMsystem. BluLeaderPtyLtd. Page69of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 5.2.5CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: ConfigurationofuptofiveERPquotationtransactiontypesformaintenanceinCRM ConfigurationofuptofiveERPsalesordertransactiontypesformaintenanceinCRM Customerspecificfieldsorenhancementscanalsobeimplementediftechnicallysupported.However,thisisnotincludedinthefixedpriceofferandmustbeestimatedandimplementedseparately.6ServiceBestPractice 6.1InteractionCenterInquiryandComplaintManagementPackageOverviewThis package was created to support service employees in processing incoming customerinquiriesandcomplaints.Thepurposeofthepackage isto ensureeffectiveinteraction betweencustomersandserviceemployees.Theprimaryobjectiveistoprovideallserviceemployeeswithapowerfultoolthat: Enables them to access all the information required during customer interaction Helps find solutions to resolve problems that customers may encounterHelpsdraftaresponsecontainingallrelevantinformationrequiredbythecustomer Themainfeaturesofthispackageare: Complaint and inquiry management using the service requestdocumentCategorizationofcustomerinquiries Knowledgebasetofacilitateimprovedfirst-levelsupport Function to forward inquiry to group responsibleInteraction history to obtain a full picture of thecustomerEMailintegration Central inbox for incoming inquiries and to facilitate collaboration across alldepartmentsResponsetemplatesforstandardletterorEMailresponses 6.1.1 InteractionCenterInquiryandComplaintManagementProcessOverview BluLeaderPtyLtd. Page70of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Thesolutiontomanageandprocessincominginquiriesandcomplaintsisbasedonaservicerequest,whichiscreatedforeachcustomerinquiry. Thefollowingstepsoutlinetypicalinteractionbetweenacustomerandthecompany. 1.AserviceemployeereceivesamessagesuchasanEMail,letter,orcall.2.Thesystemidentifiesthecustomerandtheserviceemployeevalidatestheinformation. Atthispoint,theserviceemployeeusesvarioustoolstoprovidethebestpossibleresponsetothecustomer.Usingthesetools,theserviceemployee: 3.Accesses customer information and the interaction history for previous inquiries fromthiscustomer4.Createsandclassifiesaservicerequest5.Accessesthecompany'sknowledgebasetosearchforasolution6.Processestheinquirya.The service employeeresponds to the customer. This can be based on a standardresponse template. Any recommendations found in the knowledge base can beattachedtotheresponse.b.The inquiry can be forwarded to the company organizational unit responsible iftheserviceemployeecannotresolvetheproblem. BluLeaderPtyLtd. Page71of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 6.1.2InteractionCenterInquiryandComplaintManagementUIDisplay GeneralDisplay Theobjectsavailabletoserviceemployeesarebasedonanewbusinessrole,whichispartofthispackage.Thisroledefinitionmakesthescreensrequiredtocompletedailytasksavailabletoserviceemployees,allowingthemto: Access the inbox that contains the messages forwarded automatically to serviceemployees or their team. The quick search configured in this package enables serviceemployeestosearcheffectivelyformessages. Access customer information and the fact sheet to obtain a full picture of thecustomerCreate,searchfor,andeditservicerequests Accesstheknowledgebasetosearchforsolutionstoproblemsreportedbycustomers ThesefunctionscanbeaccessedeasilyfromtheCRMnavigationbar.Thenavigationbarprovidesa lean view of the application since it only displays those screens required for the customerinteraction. Figure 41 - Service Employee Navigation Bar CustomerIdentification The system can locate customer information automatically for incoming messages based on an E-Mail address or telephone number. Service employees can verify and confirm the customer data. BluLeaderPtyLtd. Page72of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0It is also possible to search for the data manually, for example, using a name or city as searchcriteria. If the search results return more than one customer record, a list of customers isdisplayedforselection. Thepackagestructureenablesserviceemployeestoworkwithbothscenarios:B2BcustomerscompanyandcontactandB2Ccustomersprivatecustomers. Once the relevant customer has been identified, general information about this customer isdisplayed to the service employee. The service employee can also view the history of previousinteractionswiththisselectedcustomer. Figure 42 - Customer Identification BluLeaderPtyLtd. Page73of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0CustomerFactSheet The customer fact sheet contains a history of all interaction with this customer. It contains anoverviewoftheservicerequest,EMails,andofthetwoactivitytypestasksandvisitswhichareconfiguredintheSAPCRMCoreSystem/CustomerandActivitiespackage. Figure 43 - AccountFact Sheet BluLeaderPtyLtd. Page74of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 ServiceRequest Theservicerequestwasconfiguredespeciallyforthispackage.Thisallowsserviceemployeestoprocess customer requests efficiently. It is the central document that contains all informationrelevant to the request. Other documents created during interaction with the customer arelinked to the service request using the business context/document flow. Electronic documentscanalsobeattachedtoservicerequestsinthisarea. Servicerequestscanbedividedintouptofourcategorization levels.Atotalof24categoriesareavailable in package configuration. Further categories can be added easily once knowledgetransferhasbeencompleted. Fromwithinaservicerequest,youcancreatefollowupactivities,whicharedefinedintheSAPCRMCoreSystem/CustomerandActivitiespackage. Figure 44 - Service Request EMail/Letter ThescreensforEMailsandletterssupportserviceemployeesinrespondingtocustomers.Theyofferenhancededitingfunctionsforresponsesbyprovidingresponsetemplates. Service employees can select a template from the list of standard responses. Placeholdersincluded in the template allow service employees to personalize the response, for example, byenteringtheirnameorthenameofthecustomer.Serviceemployeescanadjustthetextmanuallyasrequired. Twotemplatescorrespondingtoyourrequirementsarecreatedduringpackageconfiguration.Youcancreateadditionaltemplateseasilyonceknowledgetransferhasbeencompleted.

BluLeaderPtyLtd. Page75of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 45 - E-Mail Response InboxandQuickSearch TheserviceemployeeinboxisthecentralpointofentryforincomingdocumentssuchasEMailsor service requests for processing. Service employees can view requests or EMails that areassigneddirectlytothemortotheirgroup. The inbox allows service employees to search flexibly for documents in the package, such as EMails, service requests, and activities. They can set the selection criteria flexibly and search fordocumentsbasedonadocumentnumberoraspecificperiod,forexample.Theycanalsodefineaquicksearchinwhichvariousselectioncriteriaaresetautomatically. Figure 46 - Inbox BluLeaderPtyLtd. Page76of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Figure 47 - Quick Search KnowledgeSearch Theknowledgesearchfunctionhelpsserviceemployeestofindsolutionstoproblemsreportedbycustomers. Figure 48 - Knowledge Search Serviceemployeescanfindsolutionsbasedonkeywordortextsearches.TheycanthenforwardthesolutionfoundtothecustomerinanEMail. BluLeaderPtyLtd. Page77of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 Two knowledge articles corresponding to your specifications are created during packageconfiguration. You can create additional knowledge articles easily once knowledge transfer hasbeencompleted. 6.1.3ImplementationPartoftheInteractionCenterInquiryandComplaintManagementPackageUserInterface Definetwobusinessrolesforsalesemployeesandmanagerswith: Navigationentriesforpackageapplications Revisedscreensforaleanviewofapplications EMailIntegration ConfiguresettingsforincomingandoutgoingEMails. CentralInbox Define an inbox profile for documents relevant to thepackage.Definefourquicksearchesfortheinbox. CustomerDetermination DefineamixedcustomeridentificationprofileforaB2BcompanyandcontactandB2Cscenario. ServiceRequest Define a transaction type for service requests and assigned profiles. Create a categorization profile for inquiries and complaints.Prepareservicelevelagreementsforcustomerinquiries. Assign two followup activity transaction types for the SAP CRM Core System/CustomerandActivitiespackage. CustomerFactSheet Defineacustomerfactsheetthatindicatesthedocumentsrelevanttothepackage. KnowledgeBase Provideaknowledgesearchfunction. DataEntered Thispackageallowsserviceemployeestoreceivecustomerinquiriesthoughvariouschannels: EMailintegratedintothesystem Telephonecallnotincludedinthepackagescope,certifiedtelephonesystemscanbeconnectedinasubsequentprocess BluLeaderPtyLtd. Page78of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0Letterandfaxnotintegratedintothesystem,scanneddocumentscanbeuploaded DataReturned ThepackagesupportserviceemployeesincreatingresponseEMailsorletters. 6.1.4CustomerAdjustments In addition to the scope of services outlined in Section 2.2, functions to support the followingcustomer adjustments based on the refinement workshop can be implemented as part of thispackage: CreationofanEMailaddressforincomingandoutgoingEMails Creation of a routing rule for the incoming EMail address of an organizational unitDefinitionoftwoinboxitemsthatforwardtoanorganizationalunit Creation of a categorization hierarchy with up to four levels and a total of 24 entries CreationofanEMailtemplateandalettertemplate Removal ofredundantentriesfromthenavigationrolesused Entryoftwoarticlesintotheknowledgebase 7Additional ServicesThefollowingadditionalservicesareavailableandcanbeenhancedasandwhenrequired: 1.EMailIntegrationwithMSOutlook2.InteractiveReporting7.1EnhancedEMailIntegration(withMSOutlook)Overview ThispackageprovidesenhancedintegrationofexistingMicrosoftOutlooksoftwareintotheSAPCRMsystem installed. The solution allows youtodrag and drop sentand received EMailsfromMicrosoft Outlook to the SAP CRM system. The package also allows you to transfer documentsfrom local or public folders to the SAP CRM system by using drag and drop. You can attach EMails and documents transferred in this manner to CRM transactions, CRM contact persons, orCRMaccounts.ThisenhancedEMailintegrationthereforeofferssignificantaddedvalueintermsofeaseofuseandefficiency. 7.1.1EnhancedEMailIntegrationProcessOverview 7.1.1.1Incoming E-Mail BluLeaderPtyLtd. Page79of89CRMBestPracticeBlueprintCommercialinConfidence Version1.0 1.TheuserreceivesanEMail.2.TheusertransferstheincomingEMailfromtheMicrosoftOutlookinboxtotheSAPCRMsystem.3.TheSAPCRMsystemidentifiestherelevantpartners.4.The user creates a new activity or attaches the EMail to an existing transaction, contactperson,oraccount. 7.1.1.2Outgoing E-Mail 1.TheusersendsanEMailfromtheMicrosoftOutlookclient.2.TheusertransferstheoutgoingEMai