SAP Call Center : Concept to Reality

Marla Vigoda, Raytheon

Dominic Brennan, Xansa

Tuesday 20th May 2003

Session Code: 3006

2

Introduction

• Topic Definition– A project lifecycle– Core SAP 4.5b functionality– No CIC (Customer Interaction Center)– No telephonic functionality

3

Introduction

• RTSC Project Horizon• Helpdesk Background• Requirements and Deliverables• SAP Solution• Project Results• Improvements

4

Introduction

• Who are we?– Dominic Brennan - Xansa

• Senior consultant/project manager. Worked in SAP A&D over 6 years. Focused on after market processes such as warranty, MRO and customer support.

– Marla Vigoda - Raytheon• Change Management Lead. Manage training,

communications, helpdesk, and IT readiness end user support functions. Prior manager of corporate IT audit.

5

Introduction – Raytheon Company

• Defense and Aerospace Systems Supplier– Focuses on Defense, Government and Commercial

Electronics, Business Aviation, and Special Mission Aircraft.

– Headquartered in Lexington, Massachusetts

– 77,500 employees worldwide

– Annual revenue $16.7 Billion

6

Introduction – Raytheon Technical Services Company• Part of Government and Defense Business

• Provides Technical, Scientific, and Professional Services for Defense, Federal, and Commercial Customers Worldwide

• Annual Revenue $2 Billion

• 14,000 Employees Worldwide

• Headquartered in Reston, VA

• Operates in 50 States, 32 countries, and 7 Continents

7

RTSC SAP Implementation

• RTSC Project Horizon – Replace all RTSC financial and business

management systems • Single Commercial Off-the-Shelf (COTS) software

package– Provide a cost effective solution to consolidate

disparate financial management systems– Provide economies of centralization with flexibility of

stand alone operations

8

Project Horizon ScopeMaterial Mgmt (MM)- Purchasing- Receiving- Inventory Management- Warehouse Mgmt- Property Control

Project System (PS)- Work Breakdown

Structure- Project Reporting- Planning

Out of Scope

In ScopeLimited Scope

SAP R/3

FI

CO

AM

PS

IS

WF

MM

HR

SD

PP

QM

PM

Controlling (CO)- Cost Center Accounting- Internal Order Accounting- Overhead Cost Allocation- Profit Center Accounting- Profitability Analysis

Sales & Distribution (SD)- Contracts- Pricing- Resource Related Billing- Customer Master- Service Orders (Service Management)

Human Resources (HR)- Organizational Mgmt- Personnel Administration- Time Management- Gross Payroll

Financial Accounting (FI)- General Ledger- AR and AP- Travel Management- Closing Operations- Consolidations- Special Purpose Ledger- Sales & Use Tax

Additional Functionality

* Employee Self Service * Electronic Time Entry * Electronic Travel Entry * Electronic Procurement Requests

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Project Horizon Rollouts

• Rollout A - 45% of users, Oct 28, 2000• 5,000 users

• Rollout B - 30% of users, Sept 29, 2001• 3,500 new users – 8,500 total users

• Rollout C - 25% of users, July 27, 2002• 3,000 new users – 11,500 total users

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Helpdesk Project Introduction

• The Helpdesk Dilemma: Rollout A– Summer of 2000: Preparing for our first SAP Go-Live

scheduled for Fall 2000, with approximately 5,000 Users

– No SAP Helpdesk– Assessed options:

• Build In-house solution• Use existing Raytheon Helpdesk• Outsource to SAP Helpdesk service provider

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The Helpdesk Dilemma: Rollout A

• Option 1: Build In-house Solution– Lacked infrastructure – Lacked tracking tool– Lacked experience to build and support– Lacked resources to build and support– Insufficient time

• Option 2: Use Existing Raytheon Helpdesk– Lacked existing infrastructure – Lacked trained SAP resources– Insufficient time

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The Helpdesk Dilemma: Rollout A

• Option 3: Outsource to SAP Helpdesk Service Provider– Possessed infrastructure– Possessed Helpdesk tracking tool– Possessed SAP Helpdesk experience– Possessed SAP knowledgeable resources – Could provide service in a timely manner

Decision to Outsource

13

Results of Outsourcing

• Provided Helpdesk Support to End Users for Rollout A:– Provided level 1 support (process and how to

questions)– Provided level II support (application diagnosis and

troubleshooting)– Escalated level II problems to designated experts– Tracked end user reported problems– Provided Helpdesk metrics– Once stabilized: 100-200 calls per month

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Drivers For Change

• High Cost• Value• Internal Control• Maintain/Build Knowledge Internally

Decision to Build In-house Helpdesk Solution

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Challenges

• Lack of existing infrastructure• Lack of Helpdesk tracking tool• Lack of resources to implement tool and

provide end user support • Tight time constraints

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Research and Selection of Tool

• Developed a Project Plan to build and design the In-house Helpdesk solution

• Evaluated Industry Leading Helpdesk Tools: – Heat– Vantive– Clarity

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Research and Selection of Tool

• Evaluation Criteria:– Ability to meet RTSC’s minimum support feature

requirements– Rapid ramp-up time for deployment – Vendor’s capability and willingness to partner with

RTSC, and provide integration expertise

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RTSC Minimum Requirements

• Requirements– Logging of Calls– Maintain Caller History– Notification Alerts– Flexible means to select assignees– Key word search – Open Architecture – Problem History – Process Workflow

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RTSC Minimum Requirements

• Requirements

– Problem/Cause/Solution Linkage – Security – Statistical/Metric Reporting – Electronic Mail – Pull-Down Menus – Application Session State Auto Capture – User Definable Fields

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Research and Selection of Tool

• Based on Evaluation Criteria applied to 3 Tools: Heat, Vantive, and Clarity - Heat was the best tool to meet RTSC requirements.

• Evaluate SAP’s Customer Service Management (CSM) module ability to meet requirements of a Helpdesk tool – Reporting, Processing, Resolving, Minimum Features

• Determined CSM Met the Requirements

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Selected Tool - CSM

• Compared Heat to CSM • Selected CSM for the Following Reasons:

– Leverage existing SAP infrastructure– Additional resources not required to administer and

support Helpdesk tool application and infrastructure– CSM, as an SAP Module, can be configured to

access existing end user data– Existing SAP security

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Selected Tool - CSM

• Selected CSM for the Following Reasons:– Existing promote to production methodology– Helpdesk analysts experience the Identical SAP look

and feel as end users– Project team module experts use a Helpdesk tool in

SAP – Cost comparisons between implementation of Heat

and CSM were negligible

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Selected Tool – SAP CSM

• Risks:– Further development and customization required to

enable some features and functionality of a standard Helpdesk tool

– Additional resources required to develop and configure the CSM module

– Main Go-live impact – Additional master data fields must be populated for

Helpdesk– Implementation requires 3 months

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Building the CSM Team

• Internal Resources:– Project Sponsor– Project CSM leads - Helpdesk manager & supervisor – CSM business process team: Helpdesk team – ABAP team– Basis/Security team – H/R team member– Functional & end user team– Change management: training and communications

25

Building the CSM Team

• Resource Gaps:– CSM configuration team

• Filling the Resource Gaps: – Strong SAP development and SAP CSM configuration

skills– CSM expertise– Rapid implementation– Partner who would work within our established

environment and protocols

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Building the CSM Team

• Team Roles– Solution Architect– Service Management consultant

• Why Xansa?– Provided resources with CSM expertise – Understood requirements & time constraints– Realistic about what could be provided – Clearly identified the risks– Partner who would work within our established

environment and protocols

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Team Building

5/14/03 SAP CSM Project 24

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Team Building

5/14/03 SAP CSM Project 5

5/14/03 SAP CSM Project 23

5/14/03 SAP CSM Project 10

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ROI’s and Benefits

• Reduce Costs by 40 – 50%– Compared with outsourced solution

• Faster Response to End User– No middle tier organization

• In-house SAP Expertise• RTSC Controls Customer Service Levels• Ease of Staff Augmentation• High Level of Integration

– Technical, team and process integration

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SAP CSM Solution

• Overview of the Actual Solution

– Process review– SAP functionality– Solution walk through

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RTSC ‘To-Be’ ProcessUser discovers

SAP issue.Supervisor

informed and help provided

if possible.

Helpdesk contacted and issue detailed and caller information collected.

Issue ticket created.

Caller provided

feedback as to status.

Solution tested and signed off. Pasted back to

Helpdesk for knowledge capture and recording

Caller confirms acceptance and Helpdesk close out ticket. Final review and

knowledge capture done.

Fails test and

rework required

Caller provided

feedback as to status.

Escalation path documented & tasks identified &

assigned. Ticket tracked & solution completed.

Helpdesk Analyst reviews ticket, all possible solutions and sets

escalation path if known.

Area Expert informed and help provided

if possible.

Peer informed and help

provided if possible.

Caller provided

feedback as to status.

Caller provided

feedback as to status.

Solution failing, re- assessment

required.

Figure 1 : Issue tickets process to completion – general flow.

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SAP Solution

• SAP Customer Service – Notification– Customer Service Management (CSM)– Notification used as the central solution focus object– Custom sub screen to rapidly capture caller

information– Back filling information on callers from user master

record information– Flexible object

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SAP Solution

• SAP Customer Service – Notification

– Priorities used to determine solution timeframe• Emergency = turn time of 1 hour from call creation• Project = turn time of 24 hours from call creation• Also integrated with response and service profiles

– Task management

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SAP Solution

• SAP Customer Service – Notification– 2 catalog’s used to record helpdesk problem areas

and call areas.• Basis, SD, MM etc and defines the type of work

required– 1 catalog used to define and allocate tasks to core

team members

35

SAP Solution

36

SAP Solution

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SAP Solution

• Simple Workflow– Tasks used to control solution path and record issue

history– Person/User responsible for each task assigned via

partner functions in SAP

• Email Confirmation– Automatically creates email object to caller with

entered information from notification

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SAP Solution

39

SAP Solution

• Solution Work Lists– Tasks by group and user used to control flow through standard

SAP screens

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SAP Solution

• Call Closure– Various checks completed

• Incomplete data• Open tasks (other than reviews)

– Review tasks closed– Knowledge database entry created if required

41

SAP Solution

42

SAP Solution

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SAP Solution

• Other Items of Note

– Automatic Password Reset/ User Unlock• Follow on functions used to allow helpdesk staff to

reset users passwords and unlock user accounts from the notification while the caller was on the line.

– Email Creation• Any authorized user can create email messages to

RTSC and non-RTSC addresses using follow on functions

44

SAP Solution

• Other Items of Note

– Ability to update end user information via SAP (new phone number, email address, work location etc).

– Reports – No ABAP reporting required – Standard SAP reporting

» Open vs. Closed, Calls by time of day, ticket ageing– ABAP Query's

» Calls by business unit / location / module

45

SAP Solution

46

Solution Execution

• Project Delivery in 10 Weeks• Project Team

• 2 full-time RTSC resources• 2 ABAP development resources during realization• 1 full-time Xansa consultant and 1 solution

architect

Week 1 2 3 4 5 6 7 8 9 10 11 12

Project PreparationBusiness BlueprintRealizationFinal PreparationGo-live and Support

47

Helpdesk Timeline

• Rollout B Go-live – September 29th 2001• Key milestones to go-live

– April - RTSC investigate Helpdesk in SAP– May 22nd – Xansa demo proof of concept to RTSC– August 6th – Project Kick-off– August 21st – Blueprint completed and agreed– September 14th – Go / No go day– September 29th - Transports and master data go-live

48

Project Issues

• Scope control– Moved a number of things out of scope

• Web creation transaction• Telephonic integration• RTSC Reporting

– Development resources• Very important to have ABAP specifications ready

for downtime between main go-live requirements milestones

49

Solution Review

• Pluses:

– Uses same SAP environment to create, escalate and address end users notifications (trouble tickets).

– End user information is populated automatically from SAP. Helpdesk Analyst can make updates if necessary.

– Automatically sends email to end users letting them know when a notification has been opened and closed, and when resolution achieved.

50

Solution Review

• Pluses:– Allows escalation of notifications to support team

Members via SAP by sending an email.– Support Team members can address escalated

notifications within SAP, and can provide status and resolution within SAP.

– Knowledge base entries are documented in SAP.

51

Solution Review

• Open vs. Closed (October 2001)

44

11151159

Number of CallsClosedOpen

52

Solution Review

Open Vs. Closed Calls

0

200400

600

8001000

1200

Octobe

r

Decem

ber

Febru

ary

April

June

Augus

t

Octobe

r

Decem

ber

Month

Cal

ls

Total Calls

Closed Calls

Open

Currently averaging 99% close within the month

53

Solution Review

• October 2001 Call Types– Varied call types– Education

Authorizations15%

ESS Timecards20%

ESS Web Access17%

Missing Process2%

Password Reset / Acct Lockout

26%

Process Failure4%

General Inquiry9%

How to2%

ESS Expense Reports5%

ESS Purchase Requisitions

0%

54

Solution Review

• June 2002 Call Types– Password resets dominate

ESS Timecards5%

ESS Web Site5%

P rocess Failure6%

Authorizations9%

General Inquiry6%

P erformance2%

P assword Reset 56%

Missing P rocess3%

ESS Expense Reports8%

55

Solution Review

• Met ROI cost reduction (now ~50%)• Faster Response to End User

– No middle tier organization

• In-house SAP Expertise• RTSC Controls Customer Service Levels• Ease of Staff Augmentation• High of Integration

– Technical, team and process integration

56

Enhancements and Improvements

• Since Go-Live:

– Authorization issues resolved– Ability to reset end users passwords (only Raytheon

employees) to a formulated unique password– Roll out of tool to module experts

57

Enhancements and Improvements

• Enhancements for Future:– Capability to produce reports via SAP so data doesn't

have to be exported to create power point reports– Capability to paste screenshots to notifications – Make appropriate changes to content of email end

users receive when a notification is open and closed– Under "History and Open tasks" tab automatically

stamp date and time to each task that is added to the history of the notification

– Add field to capture "Resolution Provided By" and "Module" when closing a trouble ticket

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Session Code: 3006