engaging employees & customers with sap interactive forms by adobe

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© 2008 Eventure Events. All rights reserved. Engaging Employees & Customers with SAP Interactive Forms by Adobe JT Wheeler Adobe Systems Incorporated

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Engaging Employees & Customers with SAP Interactive Forms by Adobe. JT Wheeler Adobe Systems Incorporated. Agenda. Why use Interactive Forms? How Interactive Forms works Customer Examples: ESS/MSS in large utilities Field Service at NALCO Conclusion. Why Use Interactive Forms. - PowerPoint PPT Presentation

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Page 1: Engaging Employees & Customers with SAP Interactive Forms by Adobe

© 2008 Eventure Events. All rights reserved.

Engaging Employees & Customers with SAP Interactive Forms by Adobe

JT WheelerAdobe Systems Incorporated

Page 2: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Agenda

• Why use Interactive Forms?

• How Interactive Forms works

• Customer Examples:– ESS/MSS in large utilities

– Field Service at NALCO

• Conclusion

Page 3: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Why Use Interactive Forms

• Leverage SAP delivered forms– Quick efficiency wins

• Reach offline workers– Improve employee productivity

• Eliminate paper costs– Quick cost reduction

• Improve levels of service– Improve customer metrics: loyalty, revenue, DSO

Page 4: Engaging Employees & Customers with SAP Interactive Forms by Adobe

SAP Interactive Forms How Do They Work?

mySAP

R/3

Manages core

processes

Adobe Reader

Enables

data

capture

(on/offline)

?

SAP NetWeaver™

J2EE ABAP

Web Application Server

Manages forms/data

processing

Adobe Document Services

Adobe LiveCycle

Designer

Visually designs

form & binds

data

Page 5: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Leverage Interactive Forms shipped by SAP

Financial Scenarios

• Request Creation of Cost Center

• Request Change to Cost Center

• Request Creation of Internal Order

• Request Change to Internal Order

• Request Creation of Profit Center

• Request Profit Center Change

• Request Equipment Repair

• Request Equipment Change

• Notify Equipment Loss

• Request Adjustment Posting

• Request Budget Change

• Express Planning

•Request Budget Change

•Request Budget Transfer

•Request Adjustment Posting

•Explanation of a Variance

•Message Regarding a Variance

•Request New Key Figure

•Express Planning: Strategy & Targets

•Express Planning: Targets & Tasks

•Cost Center Review

•Request Assignment of Equipment

•Invoice Exception Handling

HCM Scenarios•

Change Employee Group and Subgroup

•Change Personnel Area and Sub Area

•Request for Promotion

•Request for Special Payment

•Change of Working Time

•Request for Internal Transfer

•Request for Separation

•Request for Transfer

•Simple Requisition Request

•Extended Requisition Request

• Hiring

• Transfer

• Maternity Leave

• Birth of a Child

• Termination

• Organizational Change

• Performance Appraisal Management

CRM Scenarios

•Lead Management

–Offline scenario involving external channel

partner

SRM Scenarios

•Invoice Management System

–Invoice Exception Handling (2 scenarios)

Page 6: Engaging Employees & Customers with SAP Interactive Forms by Adobe

PCR Customer Example

• Problem– Legacy Lotus Notes Solution for PCRs

– Maintenance cost of Notes system

– Data integrity between Notes and SAP

• Benefits – Minimized change management

– Eliminate the cost of maintaining separate systems

– Leveraged SAP delivered forms

– Consolidated on SAP

Page 7: Engaging Employees & Customers with SAP Interactive Forms by Adobe

SAP Defined Roles

Page 8: Engaging Employees & Customers with SAP Interactive Forms by Adobe

SAP Defined Processes

Page 9: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Customer Defined Forms

Page 10: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Legacy Process on Paper

Project Information

Crew member

Planned working time

Overnight stays are stored in

specific fields

Daily working time

Page 11: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Interactive Form Matches Paper Design

Page 12: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Support for Offline

• Flexibility to work on time sheet without connection to backend system

Page 13: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Transaction Completed

• Upload Interactive Form once data entry is completed

Page 14: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Offline Expense Report

Page 15: Engaging Employees & Customers with SAP Interactive Forms by Adobe

NALCO Field Service Example

• Problem– Postage & data entry costs on thousands of forms

– Paper workflow delayed payment

– Customers support costs to provide proof of delivery

• Benefits – Eliminated paper costs

– Improved service level to customers

– Reduced Days Sales Outstanding (DSO)

Page 16: Engaging Employees & Customers with SAP Interactive Forms by Adobe

16

Interactive Forms Solution• The Technician logs on to the web portal to view his/her orders

– The Tech will select the order and open it up to view the detail

Page 17: Engaging Employees & Customers with SAP Interactive Forms by Adobe

17

Interactive Forms Solution• From the series of buttons along the top of the screen, the Tech can choose the interactive form (I.e., they will click the CAF button)

Page 18: Engaging Employees & Customers with SAP Interactive Forms by Adobe

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Interactive Forms Solution• The interactive form is split into 3 sections– Section One provides the customer information

– Section Two provides the tech/customer with the task to be performed and what materials are to be used

– Section Two also permits the technician to post his/her remarks and recommendations.

Page 19: Engaging Employees & Customers with SAP Interactive Forms by Adobe

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Interactive Forms Solution• Section Three is where the customer and technician approvals are captured

– The Tech will sign off on the form by entering his/her electronic signature, demonstrating his/her approval

– After the customer reviews the work, he/she agrees/approves the job (and all related tasks) by providing his/her electronic signature

Page 20: Engaging Employees & Customers with SAP Interactive Forms by Adobe

20

Interactive Forms Solution• After the form is approved by the customer and signed, the technician can load it into SAP KM

Page 21: Engaging Employees & Customers with SAP Interactive Forms by Adobe

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Benefit & Results

• Form can be emailed, as opposed to being sent via conventional mail– We save on postage costs, which were previously incurred by sending

thousands of job sheets via conventional mail

• Less manual errors occur because of the pre-population of the form, as opposed to the manual completion of the form.

• There is an electronic document that shows completion of the job, if the customer disputes that job was done.

• Customer signature provides proof that the tech was there and did the job.

Page 22: Engaging Employees & Customers with SAP Interactive Forms by Adobe

Conclusion

• Interactive Forms is not for every scenario

• Pick scenarios that cannot be served by HTML

• Leverage forms delivered by SAP

• Critically assess the experience of your implementation team

– Don’t assume simple forms = easy development

• Leverage Adobe expertise

Page 23: Engaging Employees & Customers with SAP Interactive Forms by Adobe

© 2008 Eventure Events. All rights reserved.

JT WheelerAdobe Systems Incorporated