Whats New in SAP CRM 7.0?

SAP CRM 7.0Release Highlights

Whats New in SAP CRM 7.0?Overview

?UI FrameworkEnhancements

?ArchitectureImprovements

?ServiceExcellence

?ConsumerMarketing

? Improving SalesPerformance

?ERP Orderembeddedin CRM

? IndustryHighlights

?EnterpriseServices

Suspects

Locations

Relations

Objects

Record

Documents &Forms

Incident Lead

Operations

Staff & Units Case

Lead-to-Cash

Service

Sales

E-Marketing

Fulfillment

New Productivity Tools:

? Smart Value Help

? Recent objects for faster navigation

? User Guidance by task based UI

? Table Graphics:visualizing table content in a pie or bar chart

Enhanced Personalization:

? Web Links can be added to your CRM Home Page

? Optional tile layout

? Customer specific icons

? Drag & Drop? in UI configuration tool? in calendar (e.g. reschedule meeting)

UI Framework Enhancements

UI Framework & Architecture Highlights (1/2)

Enterprise Search? Simple Search User Interface for CRM

? Cross-object searches within CRM (local search scenario)

? Cross-system searches across the business suite (centralsearch scenario)

? One common modern search technology for CRM and alsothe suite (TCO)

? Based on NetWeaver Enterprise Search

? High runtime performance resulting in fast searches

Identity Management? Integration of CRM with SAP NetWeaver Identity

Management (IDM)

? Central management of user data, CRM acting as receiver

? Enablement of CRM to handle all necessary follow-up steps(automated or workflow-based) so that users can startworking in CRM without any disruptions

SAP 2007 / Page 4

UI Framework & Architecture Highlights (2/2)

Design Layer? Reduction of the UI configuration tool field set? Central re-labeling? Easy creation of value help content for customer

specific fields

Extensibility Tool? Provide capability to extend CRM Business Objects? Seamlessly integrated into the CRM Framework

Tools? Accessible via UI Configuration Tool and from the

Navigation Bar? Transport extensions & Multi-language support

Stable Core? Consolidated stable core approach? Enhancement package1 readiness? Clear software component definition

SAP 2007 / Page 5

Realizing BusinessRequirements in afaster, simpler and

efficient way.

Realizing BusinessRequirements in afaster, simpler and

efficient way.

Service Management (1/5) Highlights Overview

Customer

ServiceLogistics& Finance

Warranty& Claim

Management

Returns &Depot Repair

Field ServiceManagement

CustomerService &Support

Installations &Maintenance

ServiceContracts &Agreements

Service Sales& Marketing

? Contract templates? Contract renewal? Contract change

processes and masschanges

? Credit card payment? Packaged service quotations

? Functional location download? Bill of material replication? Enhanced authorizations

? Service request andmaster requests

? Knowledge articles? IT service management

Resource planning:? Geo-maps? Alternative technician

information? Technician self-service? Usability enhancements

? Automated warrantyactivation

? Link to CATS time sheet? Displaying cost

information

Service Management (2/5) Customer-Driven Enhancements

Service enhancements & alignments:? ERP integration of functional locations and bill

of materials

? Credit card payment in CRM billing

? Service transactions inherit reference objectsand categorizations to the item level

? Controlling and cost information displayed intransactions

? Improved serial number integration? Enhanced authorizations for Installed Base

Service Management (3/5) Advanced Contract Management

Advanced Contract Management covers enhancedfunctionality around service contracts and thewhole life-cycle of a contract with processes ofcontract offering, contract execution and contractmaintenance.

Enhanced contract life-cycle:? Package quotations incl. enhanced package

pricing and follow-ups creation

? Automation of contract activation processing? Master contract templates

? Consolidated change processes for all contracttypes

? Marketing integration for contract renewalprocess

? Interfaces for 3rd Party remote service vendors

? Display related ERP documents in transactionanalyzer

? Usability enhancements

Service Management (4/5) Resource Optimization

In order to plan and steer internal and externaltechnicians, resource scheduling is an essentialpart of service processing within companies.

Offering the necessary information in a smart wayenables resource planners to plan and reactaccordingly.

Continuous and enhanced support for externalservice providers follows the market requirementsand offers more end-to-end process possibilities.

Resource Optimization:? Alternative technician information? Maintenance for service providers

? Technician Self Service

? Planning information enhancements? Strengthen back office possibilities

Service Management (5/5) Knowledge Articles Management

The new Knowledge Article Base containsbusiness relevant FAQs, how-to documents,special process information, solutiondescriptions, etc.

Create, link and distribute knowledge :? Quickly find information via full text search

? Easy integration to other CRM objects likecustomers, products, installed bases,campaigns, opportunities, service requests

? Multilingual text authoring and attachmentcapability

? Special authorization checks to restrict accessto special user groups

? Actions and Workflow support

? Interfaces for import and export from and toexisting knowledge bases

ITIL Compliant IT Service Management (1/2)Comprehensive End-to-End Solution

New comprehensive and completeITIL-compliant end-to-end offering forIT Service Management?ITIL-compliant incident, problem, and

change management?IT Service Desk for professional 1st

level support, optionally with integrationinto SAP Solution Manager Service Desk?IT Object Management and IT Service

Level Management as a basis for ITsupport processes

IT Service Desk

2nd Level Support

Customer

Flexible Usage Options? Internal scenarios IT department delivering IT support to other departments

? Shared Service Center (SSC) scenarios SSCs offering IT- as well as furtherinternal services globally for one corporate group

? External scenarios IT service providers offering services to their customers

ITIL Compliant IT Service Management (2/2)Comprehensive End-to-End Solution

IT Service Desk

2nd Level Support

Customer

IT Support Management? Pre-defined process types for incident, problem

and change management along the best practicesdescribed in the IT Infrastructure Library (ITIL)

? One Component concept for flexible usage ofthese process types within or outside of SAP CRMInteraction Center

? Integrated knowledge article search andprovisioning

? Pre-defined interface to SAP Solution ManagerService Desk for exchange of incidents

IT Object and IT Service Level Management? New object family for IT items, optionally with integration to SAP ERP? Maintain and display dependencies between IT items via object relationships

? Service Levels like service and response profiles, as well as metrics

? Service level adherence as well as other IT service-related reporting via SAP BI

Interaction Center (1/2)Core Enhancements / High Volume

? Context Area and Multichannel Integration? Configurable Context Area: Use CRM configuration tool to configure and adjust the

Interaction center Context Area to your needs.? Multichannel Integration: Enhanced administration options to configure polling frequency

and Contact Center Software heartbeat checks? Interaction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO

(Business Process Outsourcing) scenarios

? Account Identification and Lean Interaction Record? Enhancements for searching and identifying accounts? Runtime optimized configuration for Interaction Record

? One stop configuration? CRM WebClient business transactions can be used natively with IC screen layout in the

IC WebClient? New ITIL compliant services processes common for customer service and shared service

center, including IT Service Desk - available in CRM WebClient and Interaction CenterWebClient

SAP sees increasing adoption of CRM InteractionCenter by high volume call centers. A set ofimprovements optimize the current applicationas well as the end user processing times. Onestop configuration allows to optimize TCO inmulti-scenario implementations.

SAP 2007 / Page 14 SAP 2007 / CRM70 Kick-off, Page 14, SAP internal and confidential

Interaction Center (2/2)Shared Service Center Accounting Interaction Center

? Business Partner Identification? Identification of customers, vendors and employees and their related

partners? Identification of partner by company code and by reference documents

(e.g. ERP invoice) company code from ERP back end can be used? Interaction Center Client Switch in case of Multiple CRM and Backend

clients e.g. for BPO (Business Process Outsourcing) scenarios? Service and Interaction Record

? Service request creation / tracking user interface for non InteractionCenter users (e.g. accounting or HR staff)

? Track company code and reference document in service request? Service request search by company code in Agent Inbox

? Launch Transaction Content? Sample content for most relevant launch transactions to access

Financial Accounting processes in the ERP backend

SAP CRM 7.0 integrates CRM Shared Service Centerfunctionality with the backend systems for financials.With this Accounting Interaction Center, requests fromcustomers, vendors/ suppliers and employees can beeasily tracked and resolved.

SAP 2007 / Page 15

Communication-Enabled CRM Processes (1/4)(CEBP) ? What if

? while reviewing a lead, your account managers could seewhether the colleague who qualified the lead is currentlyavailable for a phone call?

? all your customer facing personnel had access tocommunication features previously available only to your callcenter agents (screen pop, screen transfer)?

? it only took a mouse click to communicate with yourcustomers and colleagues?

? you could ensure real time execution on steps in a businessprocess in the same way you manage incoming phone calls?

Customer Service Network

People, Skills, Availability, .

CEBP

Communication-Enabled CRM Processes (2/4)What are communication enabled processes in a CRM context?

CEBP

Apps

CEBP

Business Processes

Channels

Customer

? Network of people and skills? In-house?Multiple locations?Outsourced?Home agents

? Consistent, relevantinteractions acrosschannels

? Seamless integration withmarketing, sales & serviceprocesses

? 360 view of the customer,process access andcollaboration

Connecting People, Processes, and Communications within aCustomer Service Network

Communication-Enabled CRM Processes (3/4)

SAP CRM 7.0 integrates communications withCRM processes allowing companies to leverageorganizational know-how independent oflocation; enhance marketing, sales, and serviceactivities; and reduce total cost of ownership.

? Communication enablement for all CRM business roles? Communication toolbar integrates phone functionality with all CRM user interfaces and

business roles and allows customer facing personnel to collaborate in a business context? Enables more efficient and effective interactions with customers, partners and employees

throughout the organization? Empower collaboration with contextual presence

? Presence information available from communication systems is determined in theappropriate business context within CRM screens

? Business context can be used during collaboration? Allows determination of available people with right skills at a glance and transfer of CRM

screens during call conferencing or with call transfers? Business process push

? Routes and pushes CRM processes to CRM users leveraging the integration to acommunication management system

? For example, CRM E-Mail Response Management System (ERMS) can utilize SAP BCM toroute and push an analyzed email to a CRM Interaction Center agent

Communication-Enabled CRM Processes (4/4) Example: Presence Information in Partner Views

CallerIdentification

Call Status/Timer

Softphonecontrols

AvailabilityIndicator

SoftphoneLink

Marketing (1/4) Focus on Consumer Marketing

Loyalty Management @ SAP? Loyalty Management applies across multiple industries where

customer loyalty programs are utilized to build customerrelationships and to promote specific customer behaviors.

? Loyalty management enables marketers to plan and executeclosed loop loyalty programs, such as frequent flyer programs.

? These programs can promote customers participation throughpoints/reward programs where certain amounts of points areearned for a specific customer behavior. In turn, customers canredeem these points for specified rewards.

? End customers have access to self-service web sites to checkand manage their points/reward accounts and to redeempoints for rewards, or may choose to access these actions viathe companys call center.

Loyalty Management is customer centric

Integration and cross-enterprise processes are becoming the key to success inCRM. With the front-office/back-office story, [especially] SAP [has] the best vision,because it is creating an ecosystem of vendors around NetWeaver . . . .

Forrester: SAP isnt software; it is a religion SAP 2008 / Page 19

!

Marketing (2/4) Loyalty Management a complete Solution ...

Beef or chicken ?Why not take more ?If you can get more

? Loyalty Program Management enables set up and maintenance of loyalty programs.Program maintenance includes information about program-related loyalty status levels,tier groups and levels, set up and maintenance of point accounts, as well as program-specific point accrual and redemption based on flights, nights of stay etc.

? Loyalty Reward Rule Management includes set up and maintenance of loyalty rules andconditions finally being processed by the loyalty engine. All points accrued andredeemed by members are recorded within the members point account.

? Loyalty Membership represents the participation of an individual person, ororganization to a specific frequent flyer program. Membership is opened by aregistration to the loyalty program, either paper-based, via web-self service, or callcenter. It also includes member activities such as flight or sales activities - finally beingaccrued or redeemed as points.

? The Loyalty Management Processing Engine a highly scalable Engine to processmember activities and tier transition evaluation. It is an integrated part of SAP CRM andthe heart of the CRM based Loyalty Management solution.

? Loyalty Management additional features:? Collaboration? Integration? Analytics

SAP Loyalty Management is part of SAP CRM. It is fully integratedinto core CRM scenarios, such as marketing campaign management,service complaints management, Web Channel and more.

Marketing (3/4) Loyalty Management Functional Overview

Loyalty APIConnectivity

BackendIntegration

ICIntegration

Web ChannelIntegration

Simulation

Integrate / Analyze / Collaborate

ProgramManagement

Reward RulesManagement

MembershipHandling

ProcessingEngine

SAP 2008 / Page 21

SAP 2007 / Page 22

Marketing (4/4) High Volume Marketing Enablement

Scalability Enhancements address the needsof high-volume marketing environmentswhere marketers deal with large number ofend-consumers, segments, and campaignsto reach their target audiences with relevantmarketing messages.

Segmentation? Improved segmentation scalability for high

volumes of customer data? Clear visualization of all segmentation steps

Campaign Execution? Lean high volume campaign execution for e-mail

and file export? Newsletters and special campaigns, e.g. in loyalty

programs, can be addressed to millions ofcustomers

Address List Handling? handling of temporary address data for e.g. high

volume one shot mailings with purchased/rentedaddresses

Sales (1/4) Improving Sales Performance

Sales (2/4) Territory Management

Territory Management enablesOptimal coverage of sales territories by dividingsales markets into territories

Assignment of territories to CRM accounts andOpportunities and there by to the right salesprofessional

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

Capabilities:Authorizations based on territory assignment.

Search based on territory for various CRM objects (accounts, products, bus. transactions etc.).

Possibility to model & evaluate territory rules, using a rule engine supporting inclusions andexceptions.

Supports basic territory alignment capabilities, with a possibility to configure what-if scenarios.

Provides basic data validation reports, which could be used by territory administrators to maintainterritory mgmt in the CRM system.

Provides mass update reports, which could be used to update territory/sales employees interritory management and the associated business documents after territory re-alignments.

Provides territory interface in accounts application, so as to maintain manual overrides for certainaccounts.

Sales (3/4) Pipeline Performance Management

Pipeline Performance Management helpssales managers and representatives to

Analyze their sales pipeline

Identify gaps and critical opportunities

Simulate what-if scenariosCapabilities:

Ability to set overall revenue target, revenue target by product / product category, units target byproduct or product category .

Ability to choose the data content for pipeline analysis from total sales volume, sales volume byproduct / product category, units volume by product / product category.

Provides weighted / un-weighted Pipeline data with dynamic filters for pipeline data exploration.

Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option tosave simulated opportunity value changes.

View pipeline-relevant changes for a certain time horizon, showing direction of change for keyfields.

Quickly display the relevant information about recent activities, contacts, products, relatedcompetitors, etc.

Personalize chart views by making personal default settings.

Maintain individual churn rates to calculate the target line for Sales Pipeline View.

Sales (4/4) Order Management Highlights

Customer Order ManagementCapture, adjust, track and bill a customers request forproducts and services

Prevent errors and inconsistencies

Simplify ordering across channels

Enable consistent pricing, up-/cross-selling and campaignexecution.

Complete Lead-to-cash process with ERPOrder

CRM Opportunity to ERP Quote/Order

CRM Cross-/Upsell and Campaigns within ERP Quote/Order

CRM Catalog Search and Browse within ERP Quote/Order

Guided Sales Configuration

Target IndustriesIndustrial Machinery & Components

High-Tech: Component Manufacturer

Mill Products

Consumer Products: Beverage

Lead-to-Cash

Service

Sales

E-Marketing

Fulfillment

SAP 2007 / Page 26

Web Channel (1/2)

Loyalty Management Integration Into WebChannel

Increase brand loyalty and encourage specific customerbehaviors.

Reward specific customer behaviors with points. Points can beredeemed for specified rewards.

Customers can enroll in loyalty programs and manage theiraccounts online

View and use eligible rewards within the shopping basket.

Additional Deployment Flexibility With ERPOrder Integration

Adds third option to existing deployment modes (SAP E-Commerce connected to SAP CRM or directly to SAP ERP).

Enables customers to run e-commerce capabilities with SAPCRM but using the SAP ERP sales order.

Allows to use the ERP order but benefit from the e-marketingfeatures of CRM such as product recommendations, cross- andup-selling, and marketing campaigns.

No need to replicate orders and to duplicate pricing conditionsin CRM.

SAP 2007 / Page 27

Web Channel (2/2)

Single Product Catalog For Customers, SalesReps and Call Center Agents

Same view to product catalog information for employees asprovided through SAP CRM Web Channel

Rollout and use consistent product information in allchannels and enable quick quote/order creation from onlinecatalog

Enterprise Service Oriented Architecture(ESOA)

Provide well defined interfaces to flexibly enhance and adaptthe solution

Leverage Web services to manage the CRM product catalog

Integrate product information as well as real-timeprice/availability into non-E-Commerce context like aconsumer Homepage using Web services

SAP E-Commerce for SAP ERP (delivered aspart of SAP ECC 6.0 EHP4)

SAP E-Commerce for SAP ERP updated to match the latestE-Commerce version for SAP CRM

SAP 2007 / Page 28

Partner Channel Management

End-to-end Channel Service Management

Partners manage and track their serviceresources and availability

Vendors execute service resource planning &service order distribution

Self-service for partners to receive and confirmcompletion of service orders

Integration with billing & warranty claims

Enterprise Service Oriented Architecture(ESOA)

Integrate your own Partner Registrationapplication with SAP CRM Partner ChannelManagement using SOA services.

SAP 2007 / Page 29

Industry-Specific Scenarios (1/3) Investigative Case Management (Public Sector)

Supporting Public Security

The market for Public Security is demanding for asolution capable to handle the whole lifecycle ofcriminal investigation, starting from the time of firstincident/lead down to case closing and maintaining acourt result.

Investigative Case Management offers a centralizedinformation storage, a collaborative processmanagement and capabilities to relate entities and thusto derive intelligence from that.

High- Level Capabilities:? Support of initial and further investigation processes

with incidents, investigative leads and cases? Investigation case processing, i.e. intelligence and

information sharing, evaluation of information & sourcereliability, organize security force operations andsupport law enforcement

? Central storage for suspects, victims, witnesses as wellas objects and locations. Support of complexrelationships between master and transactional data.

Suspects

Locations

Relations

Objects

Record

Documents &Forms

IncidentLead

Operations

Staff & Units Case

Trade Promotion Management

CP companies on an average spend 18% oftheir sales revenue on funding tradepromotions. In the current economic climateunderstanding which promotions areeffective is more important than ever before.

New capabilities to improve usability:? Promotion totals on overview page, key

figures added to calendar, etc? Improved claims management capabilities? Improved funds determination

Enhanced TPM Capabilities for mobile usersvisualization of:

? Trade Promotions with Product Segments,display pallets, etc

? Funds used to manage Trade Promotions

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

Please refer to Marketing section of thispresentation for more detailed information.

Industry-Specific Scenarios (3/3) Loyalty Management (Travel/ Transportation)

Service Oriented Architecture in CRM (1/2) Enterprise Services

CRM is a prime platform for customers todrive value from SAPs Service OrientedArchitecture.? SAP CRM 7.0 provides a broad service

enablement across Marketing, Sales andService with productized EnterpriseServices to cover

Composite application scenarios (incl.Interactive Forms)

Inter-company and cross-companysystem integration scenarios

? Enterprise Services are delivered throughService Bundles with a high coverage ofthe CRM Solution Map scenarios acrossMarketing, Sales, Service, and Web Channel

? Web Service Tool (already introduced inolder releases) to enable modeling ofindividual services on the fly by following auser-friendly wizard

Service Oriented Architecture in CRM (2/2) Example: Enterprise Services for CRM Service

Before Slow, error-prone processes forrequesting services, communicating

changes, confirming work done.

After Transparent, fast, and accurateservice order management processes

Transparent, streamlined, integratedservice processing

Delayed processing of serviceorders, quotations andconfirmations communicatedvia phone or E-Mail

Error-prone entry of data noautomation, no self-service

No visibility for customers regardingcurrent status of processing

Process? Not having an integrated CRM system,

customer has to call IT service provider torequest services

? IT service provider creates service ordermanually in the CRM system

? Customer has to call IT service provider torequest current status of service order

?

Process? Customer uses customer-specific web

service to create service order in IT serviceproviders CRM system

? Incomplete product data can beverified/standardized within the CRM system

? Current status of service documents can berequested at any time via a web service

?

SAP 2007 / Page 35

Data Quality Management

Capabilities:? Integrated duplicate check as a technically integrated

solution, including duplicate identification and duplicatemerge, using SAP software or a third-party add-on.

? External duplicate check by a service provider (agency),including export of data records, upload of results, and post-processing of results (merge).

? External postal address validation (syntax validation) using anexternal service provider, with export of data records andupload of results.

? External content validation for relocation and necrology usinga service provider (agency), with export of data records andupload of results.

Data quality management tasks are performed for a whole validationgroup. A validation group is a set of business partners and isrepresented by a target group or a profile. Validation groups are builtusing the segmentation functionality available in CRM Marketing.

TargetGroup

TransferData

IdentifyDuplicatesCreate CleansingCases

MergeAutomatically

The Data Quality Management framework provides aset of powerful tasks designed to? eliminate duplicate business partner data records? ensure a consistently high standard of data quality

Dashboards and Interactive Reporting

Business Objects has opened a new window ofopportunity for improvement in the area of CRMAnalytics. CRM Dashboards integrate BusinessObjects Xcelsius in CRM 7.0 with a visualUser Interface and interactive analytics.

CRM 7.0 provides a framework to create easilyBusiness Objects Xselsius Dashboardsbased on pre-defined CRM-interactive reports.

Capabilities:

? Create your own custom CRMdashboards using Business ObjectsXcelsius Enterprise

?Wizard driven dashboard builder toolprovides possibility to upload theXcelsius Dashboards and embed itwithin the CRM WebClient

? Share Xcelsius dashboard with otherCRM users