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Ken Osborn
Topics Business Positioning Service Our CRM 4.0 Service Solution Offering Key Takeaways
Topics Business Positioning Service Our CRM 4.0 Service Solution Offering Key Takeaways
Independent
Profit Center
Budget
Contribution Center
Provides a service to someone else; does not stand by itself but in support of another; may generate a small amount of profit
Cost Center
Managed independently for the purpose of a business by itself; has most or full revenues
Revenue
Provides a service to someone else; does not stand by itself but in support of another; runs against a budget; creates no revenue
Dependent
To get here, firms must become customer centric & integrate across Dept Lines
Topics Business Positioning Service Our CRM 4.0 Service Solution Offering Service Management Key Takeaways
Ease of use through preconfigured roles for Service Managers, Service Reps, Customers, Partners
Functional Enhancements
Analytics Extended Order Mgmt. Mobile Solutions Workforce Management E-Commerce Channel Management
INDUSTRY-SPECIFIC CRM
SAP AG 2003, 4.0 Infoday, K. Osborn, 7
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Service Executive: We would like to realize a consistent revenue stream from our service operations.
SAP AG 2003, 4.0 Infoday, K. Osborn, 11
7 5 6
SAP AG 2003, 4.0 Infoday, K. Osborn, 12
Top Benefits:
Prevents unplanned downtimes through regular service Organizations can garner additional revenue by offering customers follow-up service Enables the efficient planning of resources (for example, personnel and materials)
2 1 Perform contract and warranty analysis Perform service order confirmation and billing 3
7 6
SAP AG 2003, 4.0 Infoday, K. Osborn, 15
Top Benefits:
Service offering tailored to meet individual customer needs Turning service obligations into profitable new business Streamlined, cost efficient warranty processing satisfying customers expectations
Perform billing
Close case
6
SAP AG 2003, 4.0 Infoday, K. Osborn, 18
Top Benefits:
2 2 1 1 Bill customer, perform analyses 8 8 Approve confirmation, assign costs Convert quotation into service order
3 3
7 7
SAP AG 2003, 4.0 Infoday, K. Osborn, 21
6 6
Top Features and Benefits - Service Order Management (with Resource Planning)
Top Benefits:
Improved operational efficiency Resource planners have an at a glance view of all resources and service visits that are being performed. Enables the efficient planning of resources (for example, personnel and materials)
SAP AG 2003, 4.0 Infoday, K. Osborn, 22
Service Representative: I need to have full access to repair procedures and operations to manage all activities involved in the return/repair process.
SAP AG 2003, 4.0 Infoday, K. Osborn, 23
Request repair
Analyze defect reasons Perform confirmation 8 Create invoice Return repaired product 5 6
7
SAP AG 2003, 4.0 Infoday, K. Osborn, 24
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Service Manager: I want to improve the accuracy of billings and reduce my time to cash by having my representatives enter confirmations directly.
Pricing
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Example E-Service
IC Manager: My Interaction Center is overwhelmed with customer calls checking order status and initiating service requests.
SAP AG 2003, 4.0 Infoday, K. Osborn, 30
Top Benefits:
Customers can resolve their own issues easily saving time and resources Reduce internal costs for order processing by automatically triggering the relevant steps for returning products and issuing credit memos
SAP AG 2003, 4.0 Infoday, K. Osborn, 31
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Top Features and Benefits Customer Service (in the Interaction Center)
Top Benefits:
Improve customer satisfaction with increased first call resolution Increase revenue by delivering the right service to the right customers based on entitlements Optimize customer satisfaction and cost controls by providing agents with complaint guidelines and escalation procedures
Field Service
E-Service
Customer Service
Complaint Management Installed Base Management Complaints & Returns Management Interaction Channel Analytics
Channel Service
Request Management
Analytics
Sales Analytics
Service Analytics
mySAP CRM offers a complete service solution for efficiently managing the entire service lifecycle
Service Executive: I need a snapshot view of my Service portfolio and the profitability of those product lines.
SAP AG 2003, 4.0 Infoday, K. Osborn, 35
Topics Business Positioning Service Our CRM 4.0 Service Solution Offering Key Takeaways
Revenue Performance
Stop revenue leakage (free service) Free to Fee revenue Reduce service days sales outstanding (DSO) resulting in additional cash flow Self help & more remote solutions reduce on site cost
Service Fulfillment
Improved utilization calls per person Entitle before service, revenue increase Reduce inventory
Materials Management
Reduce material in transit Improved Field stock accuracy Improve obsolete stock and turns Improve service through transaction surveys
Service Satisfaction
More services, up-sell Improved Contract/Warranty Retention Increase partnership for self maintenance revenue