dbm scenarios

Process Walkthrough

IS-A-DBM Scenarios

SAP Global Delivery

SAP for Automotive: Dealer Business

Management

Dealer

Management

System

User Interfaces

New

Car

Sales

Used

Car

Sales

Service

Parts

Sales

mySAP ERP

SAP NetWeaver

SAP FOR AUTOMOTIVE SAP DEALER BUSINESS MANAGEMENT

Service

Fulfill-

ment

Warranty

This application addresses vehicle sales, workshop management, and

parts management in dealerships or dealership organizations. It features quick and reliable services that include an efficient handling of customer-centric

business processes along the entire customer relationship life cycle.

Master Data

Vehicle and customer data, parts and prices, labor

operations and packages, catalog integration

Processes at Dealership

New and used car sales

Service parts sales, including cash desk

Service order fulfillment, including scheduling engine

Integrated warranty claim creation

Based on SAP ERP

Fully integrated into SAP Controlling and Accounting

Supports building an enterprise using flexible

organizational structure for logistics, accounting, and HR

Shared services for HR, purchasing, inventories,

controlling, accounting, analytics, and so on at

dealerships

Interface Technology

SAP NetWeaver as basis for tight integration to OEM and

other external systems and services

Used Car Sales

All information in one screen,

including customer, vehicle, warranty,

inventory, and so on

Used cars process is implemented as

a return and buy-back process

Consolidated view of available

inventory

Improved order delivery velocity

New Car Sales

Common database for vehicles and

customers

Multi-brand capable

Event-specific tracking of vehicle

inbound logistics

Detailed pricing information, direct

posting into accounting, and

document flow

LEASING &

FINANCE

BRAND &

CUSTOMER

DEALERSHIP

Customer

Management

Vehicle Sales/

Administration

Vehicle

Services

Accounting Parts

Management

A U T O S

Increase Profitability and Focus on Multi-

Brand

New

Car

Sales

Used

Car

Sales

Service

Parts

Sales

Service

Fulfill-

ment

Warranty

Value Drivers

Customer

Satisfaction

Visibility of

Vehicle Inventory

Multi-brand

Capability

Common Vehicle &

Customer Database

Cost control for

Distribution & Sales

Upload of external

Documents

Vehicle Evaluation &

Price Determination

Service Fulfillment

Easy one-screen navigation for

vehicle and service-related data

Service order scheduling engine:

service dates, technicians, tools,

bays, and utilization reports

Integration of warranty claim creation

Catalog integration for labor

operations, parts, and defect codes

Detailed part pricing and availability

check

Service Parts Sales

Easy0to-use transaction to sell

service parts

Easy-to-use cash desk user

interface for over-the-counter sales

Simplified transactions for new

parts master creation

Online availability check during

order creation

Stock overview across dealer sites

and central purchasing

Parts pricing information online

LEASING &

FINANCE

BRAND &

CUSTOMER

DEALERSHIP

Customer

Management

Vehicle Sales/

Administration

Vehicle

Services

Accounting Parts

Management

A U T O S

Increase Customer Retention and Fixed

Operations

New

Car

Sales

Used

Car

Sales

Service

Parts

Sales

Service

Fulfill-

ment

Warranty

End-to-end

Process

Value Drivers

Customer

Satisfaction

Catalog

Integration

Multi-brand

Capability

Warranty

Claims

Cost

Control

Optimization of

Parts Stock

Utilization of

Workshop Personnel

Inventory and

Availability Check

Warranty

Online check for vehicle’s

warranty status and applicable

recall campaigns

Integration of service order

processing to SAP Warranty

claims processing

Claim creation for selected service

order items and jobs

Status tracking of claims process

Separated bills and cost

settlement per warranty, good-will

and billable services

LEASING &

FINANCE

BRAND &

CUSTOMER

DEALERSHIP

Customer

Management

Vehicle Sales/

Administration

Vehicle

Services

Accounting Parts

Management

A U T O S

Improve Operating Efficiency

New

Car

Sales

Used

Car

Sales

Service

Parts

Sales

Service

Fulfill-

ment

Warranty

Customer

Satisfaction Vehicle Recalls Cost Control

Warranty Claims

Administration

Value Drivers

CRM Based on SAP ERP

Lean Dealer

Customer Fact Sheet and Memo

Pad

Sales activities (e.g., Lead

Management)

Complaint Management

Lean Marketing

LEASING &

FINANCE

BRAND &

CUSTOMER

DEALERSHIP

Customer

Management

Vehicle Sales/

Administration

Vehicle

Services

Accounting Parts

Management

A U T O S

Put the Customer in the Center of Your

Business

New

Car

Sales

Used

Car

Sales

Service

Parts

Sales

Service

Fulfill-

ment

Warranty

Common Customer

& Vehicle database

Information

Available at Hand

Increase Share of

Wallet

Customer

Analytics

Value Drivers

SAP Dealer Business Management: Portfolio

ASP, Hosting, Licensed, All-in-One, Local

ROLE-BASED

USER

INTERFACES

INTEGRATED

APPLICATION

MULTI-BRAND

& LOCATION

LEADING

APPLICATION &

TECHNOLOGY

PLATFORM

DEPLOYMENT

METHODS

• Global and local

• Open integration and connectivity

• Security

• Flexibility

• Clear release strategy

• OS and database independence

• Scalability

• Automotive best practices

Parts management

Vehicle service

Vehicle sales and administration

Customer management

Parts

Customers

Vehicles

Dealership finance

Controlling

Human resources

Dealer A Service

Point D Dealer B

Service

Point E

Service

Point F Dealer C Holding

© SAP 2007 /

1. DBM Vehicle Sales Process

2. DBM Parts Sales Process

3. DBM Service Process

4. Warranty Process

Agenda

DBM Vehicle Sales Process

© SAP 2007 /

Vehicle Preparation

Create Vehicle Model

& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order

Convert Quotation to

Order

Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing

Sales order billing &

invoice


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order


Order

Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Activity

• Receive customer data from CRM

• Include vehicle model information

• Create vehicle as requested


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order


Sales Order

Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Vehicle Quotation

• Search vehicle

• Check and complete customer and vehicle

data

• Enter quotation and pricing details

• Check credit limit

• Print quotation


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order


Sales Order & Splits

Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Sales Order • Convert quotation or create a new sales order

• Check & complete customer & vehicle data

• Order and pricing details

• Check credit limit

• Print sales order

• Split order into Multiple payers and bill-to-parties

•Pricing details per split


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order



Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Vehicle Inbound Logistics

• Move vehicle into inventory, status

• Receive incoming invoice including

additional costs (freight) and tax

• Integration to accounting

This step is required in a ‘Build to Order’ scenario i.e. when the Dealer does not have stock and raises a PO for the same

The dealer can raise a PO through the DBM system and a PO automatically gets generated in the ERP system (Interface needed)

Once the dealer receives a vehicle against this PO, he creates a GR and Invoice (all through a single DBM window)


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order



Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Delivery and Goods Movements

• Inventory Management

• Status tracking

• Print shipping document


© SAP 2007 /

Vehicle Preparation


& Vehicle

Quotation Process

Assign Customer &

Create Quotation

Sales Order



Inbound Logistics

Create PO, GR and

Invoice for vehicle

Delivery

Create Goods Issue

(for the vehicle)

Billing


invoice

Sales Order Billing • Create, post, and print billing

documents • Integration into accounting, tax

deduction • Profitability analysis

© SAP 2007 /




4. Warranty Process

Agenda

DBM Parts Sales Process

© SAP 2007 /

Parts Sales Order

Create Service Order

for Warranty

Parts Delivery

Goods issue and

inventory management

Billing

Create and post billing

documents

Cash Desk

Settle customer

payment transactions

Parts Sale

• Order, vehicle, and pricing details

• Standardized catalog interface

• Credit limit check

• Part Supersession and availability check

• Trigger purchase requisition for missing

parts (external or internal)

• Print order


© SAP 2007 /

Parts Sales Order


for Warranty

Parts Delivery

Goods issue and


Billing


documents

Cash Desk

Settle customer


Delivery and Goods Movements

• Inventory Management

• Print shipping document


© SAP 2007 /

Parts Sales Order


for Warranty

Parts Delivery

Goods issue and


Billing


documents

Cash Desk

Settle customer


Parts Sales Order Billing

• Create, post, and print billing docs

• Integration with accounting,

profitability analysis, etc.


© SAP 2007 /

Parts Sales Order


for Warranty

Parts Delivery

Goods issue and


Billing


documents

Cash Desk

Settle customer


Cash Desk

• Easy-to-use cash desk for OTC

cash and credit card payments

• Integration with accounting

• Cash receipts

• Printing of sales checks

DBM Vehicle Service Process

© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Create PO, GR and

Invoice for vehicle

Split Order

Split order for jobs and

warranty claims

Billing

Service order billing &

invoice


© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Create PO, GR and

Invoice for vehicle

Split Order


warranty claims

Billing


invoice

Quotation for Service Order

• Check and complete customer and vehicle data

• Enter service order data, jobs, and item details

• Check parts availability and credit limit

• Warranty and recalls

• Evaluate pricing

• Print quotation


© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Record time spent/

material consumed

Split Order


warranty claims

Billing


invoice

Service Order Processing

• Convert quotation or create service order

• Check and complete customer and vehicle data

• Enter service order data, jobs, and item details

• Check parts availability, credit limit, warranty, and recalls

• Evaluate pricing online

• Print quotation

• Release order for scheduling and execution


© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Create PO, GR and

Invoice for vehicle

Split Order


warranty claims

Billing


invoice

Service Order Confirmation

• Record spent time/

working units and

material consumption


© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Create PO, GR and

Invoice for vehicle

Split Order


warranty claims

Billing


invoice

Service Order Split

• Split service order, items or jobs

warranty/good will, internal order, CCs

• Create warranty claim

• Claim sending, receiving and processing

• Check return parts

• Evaluate detailed pricing

• Print service order and claim


© SAP 2007 /

Quotation Process

Create Service

Quotation

Service Order


Service Order

Confirm Order

Create PO, GR and

Invoice for vehicle

Split Order


warranty claims

Billing


invoice

Service Order Billing

• Create, post and print billing docs

• Integration into accounting,

profitability analysis, tax decl.

DBM Warranty Process

© SAP 2007 /

Master Data

Maintain Warranty

Master Data

Warranty Order


for Warranty

Split

Create splits for jobs,

warranty, recall etc

Claim creation

Create claims with

defect codes, roles etc

Reimbursement

ERP Warranty claim

settlement