sap crm in servicess

7/27/2019 Sap Crm in Servicess

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CRM in services

Csaba Follath


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2010 SAP AG. All rights reserved. / Page 2

AGENDA

Low hanging fruits

Functions

Demo

Subindustries


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AGENDA

Low hanging fruits

Functions

Demo

Subindustries


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Basics


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The process studied

Methodology: anonymus buying


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Figure 1.


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Figure 1.


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Loan anonymus buying in 2008

Forrs: J ames C. Collins and J erry I. Porras Built to last

Short call center waiting time: 1/8

Answer without a colleague: 4/8

Clear, quick, relevant answer at first try: 2/8

Asking for contact data: 4/8

Call back: 1/8

Second call back: 0/8

Churn probablitiy at the original current account owner bank atbasically the last visit low....

Extras:

The insurer: how do you think to sign in Veszprem, while we are agreing here inBudapest?

The local government, the utility companies, the planners, the builders etc.


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AGENDA

Low hanging fruits

Functions

Demo

Subindustries


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A simple view

CRM oriented customer master database (and Business Warehouse)

Marketing automation

Loyalty management

Sales force management

Partner management

Service management (very industry specific, but Depot repair, Field service, Call centercase management etc.)

Web service

VOIP Call center infrastructure

Business Intelligence with Business Objects

Industry functions

Account origination in Banking Claims management for Insurance

Meter reading, move-in-move-out, plus special e-Service etc. for Utilities

Facebook loyalty programs for Airlines

Case management for Public services

Etc.


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Banque Nationale du Canada

One client, one bank program


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Needs

Functional

Manage complex client interactions

Multichannel lead management

Next Best Offer (real time)

Guided sales conversations Product comparisons

Product bundles

Qualification

Customer care

Sales planning and monitoring

Web forms integration

Technical

Multi-channel Integration

Sales and Service Platform Workflow

Component Based

STP Capability SOA

MDM / CDI

Deliver Multi-X Capabilities

Capacity to Replace Core Banking


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SAP components

Banking CRM Components

Total Commitment

FS Quotatio n Account Or ig ination

Product Configuration

Product Bundling

Core CRM Components

Interaction Center

Campaign Management

Lead & Opport. Mgmt

Cal., Act & Event Mgmt

Corresp. / Doc. Mgt

Case Management

Guided Processes / Scripting

Fact Fi nd / Need s Anl ys App li cati on s

Business Rules Framework

Eligibility / AffordabilityCross-sell / Up-sell

Real Time Offer

NBC Customer Data Integration & Business Process Management

NBC Websphere Enterprise Service Bus

SAP Master Cont ract Management

NBC

SAP/BusinessObjectBI

UserInterfacesForms Portal Dashboards SAP GUI Mobile

BusinessClient

MS OutlookLotus Notes ATM/Web/IVR

Mortgages LoansDepos its CreditCards

CurrentAccounts

Branch Call CentreCust.

Self-Serv. BrokersBackOffice

User/RoleCommunity

SAP NetWeaver Business Rule Manager

Credit Management

SAP Collateral Management

Financial Services Business Partner

SAP Business Objects Predictive Workbench

MutualFunds

AML


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AGENDA

Low hanging fruits

Functions

Demo

Subindustries


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A few banking screens

Campaign management


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Segmentation

Profiling and target groups


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Campaign management

Multichannel, multiwave campaigns


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A few insurance screens

Agent workbench


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SAP 2007 / Page 22

The SAP Insurance Agent Workplace delivered

in a predefined role.


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SAP 2007 / Page 23

The SAP Insurance Agent Workplace with

Groupware Integration


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Supporting legal requirements

Consulting documentation


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Social Metrics

Twitter, SAP CRM & SAP BusinessObjects Text Analysis

Dynamic Tag Cloudfor key topics

Monitoring of messagesentiment

This demo can be downloaded here: http://bit.ly/dnFapT (1680x1020 resolution)
http://bit.ly/dnFapT(1680x1020http://bit.ly/dnFapT(1680x1020http://bit.ly/dnFapT(1680x1020


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Loyalty management on Facebook


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A simplier view

More customer datawill be available

Existing data to all and in better structured way

New data contacts, activities, calls, web visits etc.

There will be more customer feedback collected

Loyalty management when B2C

Marketing will do smaller, direct and better targeted campaigns with a sales focus

Sales will start to manage opportunities Contract and order management will change and there will be more channels to clients

Internet

Call center

Sales

Partners

Service will be automated (depending on subindustry) All the processes will be

Conncected

Monitorable and analyzable


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The magic of SAP CRM in manufacturing and

distribution

The good old reason: integration


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