KT - SAP CRM - Sales Force Automation

Project EIH
KT Document Customer Relationship Management
SAP CRM Sales process Automation
Document Control
REVISION HISTORY
Date Documen Document Author Reviewer

t Version Revision
Description
14-12-2016 V.2 N/A Rani Bandaru Nihar Mohanty
Purpose:
The purpose of this document is to capture all the information
gathered during the KAP phase in a single document. This will be
used for the support and maintenance of the SAP CRM Sales
process Automation and will be a base document for any future
enhancement/migration. This document provides information
fundamental to getting a quick start on Sales Process Automation.
And document needs to be modified as and when there is any change
(Either enhancements, upgrades or maintenance).
Business Scenario:
Oberoi Sales team uses SAP CRM application for below business
process scenarios:
1. Master data creation

2. Organizational Management
3. Activity Management and Opportunity management
4. Rate Loading Request
5. Reservation Management
6. RFP Management
Below are the custom programs for data upload:
1. BP Upload program
2. Profile Merging
3. RFP loading Program
4. Reservations upload
5. Account Manager data upload
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Note: Document needs to be modified as and when there is any

change (Either enhancements, upgrades or maintenance).
RFP loading contract type development in rate loading request is in

progress, It will be added to this document once it is completed
Business Process:
System Landscape and data flow:
Oberoi data creation starts from ORS system, OCC agent creates a
profile and reservations in ORS system .Once profile is created in
ORS, then the profile details will flow to SAP through the adapter as
XML request. SAP will accept ORS profile ID as the Business Partner
ID as well as external BP number and creates Company profile in SAP
as Corporate profile with role as Corporate (CRMACC). If the profile
details are changed in ORS, then ORS will send a change request to
SAP and SAP will first search the Business Partner using the ORS
reference number and then will identify and modify the profile.
Company profile will also be created in SAP and then will send XML
request to create company profile in SAP. ORS will create company
profile with its internal number and this number will send to SAP
using result service. Also ORS will store SAP business partner number
as Alternate ID in profile to identify the profile update request. SAP
will also record ORS profile ID as External BP number. Hence
whenever SAP receives a profile change request, then SAP will search
both business partner number and external BP number to identify the
profile. The following table explains the mapping for SAP fields and
OXI fields.
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Business Process and Objects Overview

Below are the objects considered as master data in SAP CRM system.
1. Master Data:
1. Accounts and Contact Management
2. Organizational Management
3. Product Master (Rate code)
4. Hotel Master
2. Oberoi Organizational Management Objects

and Hierarchy:
Organizational management is used for the mapping of
organizational structure of Oberoi Group in the SAP CRM
organizational model. Oberoi group Hotels are divided into Business
Hotels and Leisure Hotels under Oberoi and Trident brand name.
Organizational Objects are used for the design of organizational
model of SFA. Organizational objects used in SFA are
Hotel - Sales Organization
Location - Sales Office
Sales team - Sales Group
Market Segment group- Distribution Channel
Market segment- Division
Sales District Channels
Positions designations
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2.1 Sales Organization:
Sales organization is an organizational unit, responsible for all the

sales process. Each business transaction is processed within a sales
organization.
2.2 Sales Office:
Sales Office in SAP CRM is used to identify the source of each

reservation. Every geographical location from where the sales teams
operate will be created as location like Delhi, South Mumbai, North
Mumbai, Bangalore, Kolkata Etc.
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2.3 .Sales team - Sales Group

Sales group is used to identify the source of each business
transaction. Sales groups used in this organizational model are MICE,
NSO, ITT, ISO, MES and Unit Sales. Every sales team will be having
individual user Ids attached with it to represent the sales people
present in the sales team. EVP is the head of this organizational unit
for sales perspective and GM also takes care sales other than the
regular Hotel operations.
2.4. Positions Designations
Positions in SAP CRM show the functional task distribution of

individual items in Organizational model. Positions (designations) will
be created in SAP CRM as shown in the above diagram. All the
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positions like Executive Vice President, General Manager, Director Of

sales, Sales Manager and Account Manager will be linked to the
concerned organizational unit.
2.5 Market Segment group Distribution Channel
Distribution channel is used to identify different segments of

customer base. Market segments are mapped as distribution channel
in SAP CRM. Market segments are FIT, Corporate, MICE, Travel trade,
Airline, Internal. These distribution channels are further divided into
market segment divisions.
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2.6 Market Segments Divisions
The above distribution channel division combination diagram

describes the division of market segment group into market
segments.
3.1 Accounts and Contacts Management

The information related to sales contact, guest, agency or company
will be maintained in SAP CRM as business partner for different sales
transactions and tracking of activities. These business partners will
include Individual, Company/ Corporate, Travel Agency, Source and
Booker Contact and they will be created as different account and
contact category.
Accounts and contacts creation
The following diagram describes the creation and approval of
Accounts, account hierarchy and contacts.
Whenever an account is created in SAP CRM based on cold calling by
sales teams it will be created with status as Dormant and the
creation will trigger an e-mail alert to the profile data management
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team to perform the basic quality check on data entry by account

managers. Based on the outcome of the quality check the status of
the account will be updated as Active by the profile data
management team and it will send e-mail alert to the account
managers about the activation. Before activation the account will not
be usable by anyone.
Various contacts like sales contacts, individual travelers, bookers etc.
will be created in the system with different categories.
Account creation can also happen in ORS in case a reservation is
directly created for the first time. In case the account is created in
ORS it will come to SAP CRM to through the profile interface between
ORS and SAP CRM to generate account.
4. Activities and Opportunity Management:

3.1 Activity Management:
Account managers will create their day to day engagements such as

client meetings as appointment in SAP CRM with the activities
involved as line items.
After customer interactions those business deals will be converted in
SAP CRM as Opportunities.
3.2 Lead and Opportunity Management:

Lead
First or default status of the Opportunity is Lead. When the status is
lead only general Header data will display. Header data will be having
the following fields.
3.3 Opportunity Management:
After Lead, the next stage of Opportunity is Active. During active

stage the general Header data will display fields such Opportunity ID,
Opportunity, and Creation date, Account, Source, Commissionable,
No of Hotels and Date Known. The filed Dates known is a mandatory
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field and the sales manager has to choose an option if the dates are
known Yes/No.
When the dates are specific then the account manager will update
the specific field such as Hotel, dates, Number of Room nights, and
Room types.
When the Dates are not specific the account manager will update
information such as Month, week, number of nights.
Account Manager Will select Hotels in assignment block Rooms and

Banquets and will enter wish rate in the assignment block
inclusions. After entering the rooms and Banquet information,
Account Manager will click the button Save and will click on Send
for Approval button to generate Rate Approval Task. System will
generate task for Rate approval as soon as the account manager
save the task. System will identify Banquet Manager and Revenue
manager from Organizational Model and will assign rate approval task
to them. At first, Rate approval task will flow to Banquet manager and
once the Banquet manager provide offered rate and accept the task,
it will flow to Revenue manager. Then revenue manager will enter
offered rate and then approves the task. This task will then flow to
Account manager. If the Account manager accepts the rate approval
task, then this offered rate will be updated in the initial Opportunity
screen. Incase Banquet Manager want to reject/resend the task, then
he/she has to selects the Hotel After In Active status, Rate approval
task will be generated and concerned Hotels Banquet manager and
Revenue manager will be assigned it to provide rate proposal.
Banquet Manager and Revenue Manager will provide their proposed
rate and approves it. Then this task will flow back to the opportunity
and update Response Banquet and Response Rooms assignment
block.
4. Rate loading Request business process:

Rate loading request is a transaction which we use to create rate
code, trust code.
Rate code will be replicated to ORS system through OXI interface.
4.1 Requirement Overview

Rate loading procedure will start when the account manager enter
rate details in SAP CRM. This will be followed by multi-level approval
processes by concerned reporting head and DRM team. Final
approved rate code will be manually entered in SAP CRM and through
OXI interface, Opera will be updated with the rate code. GDS will
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manually input the Trust code details and the task will be saved and
sent to OCC. OCC in return will check the details and confirm the task
completion. Once the task is completed then the mail is triggered to
Account Manager and Front Desk at the hotel.
4.2 There are three contract types in rate load request.
1. Static
2. Dynamic
3. Pricing grid.
4. RFP loading: (Development in progress)
Based on Contract type field selection view will be changed for rate
request assignment block.
4.2.1 Static rate loading:
Process description:
Accepting without changes
Account manager will initiate the rate loading procedure by using
Rate Type as Static. When the Rate Type is Static then rate request
assignment block will contain Hotel, Room Category, Day Type, valid
From, Valid To, Single & Double Occupancy, MLOS, GDS loading, LRA
& Load fields.
When the Hotel value is given then the base room category appears
in the System. If the account manager wants the next room category
request also then he will click on Next room upgrade which is in Load.
The Value of Single & Double Occupancy for base Room will be a
manual entry and for next Room upgrades the Value of single
occupancy will populate from the Hotel Master and double Occupancy
will be the difference amount of the base rooms single & double
occupancy.
The Account Manager will copy the row to input the Inclusion details
in Inclusion request assignment block. Then Account Manager will
submit the task for further approvals.
Scenario 1
Accepting with Changes
Rate details will flow through multiple approval process by the

Reporting Head (DOS or GM and RM) and the DRM team (OCC and
GDS team) The account manager can attach any supporting
document along with the rate details. Revenue Manager or DOS/GM
accepts the rate request by click on accept button. Once the task is
accepted, the task is sent to OCC for manually entering the rate code
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and on saving, the rate code is updated in Opera through OXI

interface. GDS updates the Trust code and the task is flown to OCC.
OCC in return checks the Trust Code and saves the task. On saving,
the task is completed and Alert mail is triggered to the account
manager and the front office.
Scenario2:
Accepting without Changes

will change the the wish rate in the response assignment block and
rejects the task by clicking on reject button, in this case the account
manager receives a notification regarding the changes made by
DOS/GM or Revenue Manager. Account manager then checks the
response assignment block and if he rejects the request for second
time, the flow again goes to Revenue Manager or DOS/GM until both
have decided on the negotiated price. Revenue manager or DOS/GM
accepts the price requested by the Account Manager for third time
and saves the task. Once the task is saved it is sent to OCC for
manually entering the rate code and on saving, the rate code is
updated in Opera through OXI interface. A new Child Task is created
for GDS and GDS team updates the Trust code and the task is flown
to OCC. OCC in return checks the Trust Code and saves the task. On
saving, the task is completed and Alert mail is triggered to the
account manager and the front office.
4.3 Pricing Grid:
Process description:

Rate Type as Static Corp. When the Rate Type is Static Corp then rate
request assignment block will contain Hotel, Inclusive Type, Corp
Band, Room Category, Valid From, Valid To, Single & Double
Occupancy, and MLOS fields.
Account manager will input values for Hotel, Inclusive Type, Corp
Band and Validity dates then system will fetch the respective rate for
single & Double Occupancy.
The inclusion details will also populate from Corp Pricing Grid.
The Account Manager will submit the task for further approvals.
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Rate details will flow through approval process by the Reporting Head
(DOS or GM and RM). The account manager can attach any
supporting document along with the rate details. Revenue Manager
or DOS/GM accepts the rate request by click on accept button. Once
the task is accepted, the rate code is updated in Opera through OXI
interface.
Scenario 1

or DOS/GM will change the the wish rate in the response assignment
block and rejects the task by clicking on reject, in this case the
account manager receives a notification regarding the changes.
Account manager then checks the response assignment block and
accepts the changes by clicking on accept button. Once the task is
saved, the rate code is updated in Opera through OXI interface.
Scenario 2

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or DOS/GM will change the the wish rate in the response assignment
block and rejects the task by clicking on reject button, in this case the
account manager receives a notification regarding the changes made
by DOS/GM or Revenue Manager. Account manager then checks the
and saves the task. Once the task is, the rate code is updated in
Opera through OXI interface.
4.4 Dynamic Rate Loading Request

Rate Type as Dynamic. When the Rate Type is Dynamic then rate
request assignment block will contain Hotel, Room Cateogry,valid
From, Valid To, Discount Type & Discount, MLOS, GDS loading, LRA &
Load fields.
Account manager will manually enter the Discount Amount and
Discount Type.

accepts the rate request by click on accept button. Once the task is
accepted, the task is sent to OCC for manually entering the rate code
and on saving, the rate code is updated in Opera through OXI
interface. GDS updates the Trust code and the task is flown to OCC.
OCC in return checks the Trust Code and saves the task. On saving,
the task is completed and Alert mail is triggered to the account
manager and the front office.
Scenario 1
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request assignment block will contain Hotel, Room Category, valid
From, Valid To, Discount Type & Discount, MLOS, GDS loading, LRA &
Load fields.
Discount Type.

Reporting Head (DOS or GM and RM ) and the DRM team (OCC and
rejects the task by clicking on reject, in this case the account
manager receives a notification regarding the changes. Account
manager then checks the response assignment block and accepts the
changes by clicking on accept button. Once the task is saved it is
sent to OCC for manually entering the rate code and on saving, the
rate code is updated in Opera through OXI interface. A new Child Task
is created for GDS and GDS team updates the Trust code and the task
is flown to OCC. OCC in return checks the Trust Code and saves the
task. On saving, the task is completed and Alert mail is triggered to
the account manager and the front office.
Scenario 2

request assignment block will contain Hotel, Room Category, valid
From, Valid To, Discount Type & Discount, MLOS, GDS loading, and
LRA & Load fields.
Discount Type.
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rejects the task by clicking on reject button, in this case the account
manager receives a notification regarding the changes made by
DOS/GM or Revenue Manager. Account manager then checks the
and saves the task. Once the task is saved it is sent to OCC for
manually entering the rate code and on saving, the rate code is
updated in Opera through OXI interface. A new Child Task is created
for GDS and GDS team updates the Trust code and the task is flown
to OCC. OCC in return checks the Trust Code and saves the task. On
Saving, the task is completed and Alert mail is triggered to the
account manager and the front office.
5. Reservation:
Reservation is a transaction to book a room or Event place for a
customer.
When a reservation will be created in ORS the same will flow to SAP
CRM and will create a sales order (We will leverage the sales order
functionality in SAP CRM and will rename the type as reservation).
Any change in existing reservation in PMS will trigger delta which will
flow to SAP CRM.However the delta records in PMS will first be
integrated in ORS and then it will come to SAP CRM.The day wise
break up of different transaction like room revenue, F&B revenue, SPA
revenue etc. Will come from PMS. SAP PI will read the scripts
containing the detailed transaction record and append the original
reservation in SAP CRM. The reservation confirmation number will be
used to match the records between ORS and PMS.
The following fields in the attachment need to be captured as part of
reservation creation and after the reservation is created any change
to any of these fields should trigger a change pointer to SAP CRM.
The reservation data for initial creation and change pointers should
contain details of every day I,e day wise rate code used, room type,
room revenue, F& B revenue, SPA revenue etc.
If a reservation is updated in CRM then the changed records should
also go to ORS. Only market segment, source and channel code can
be changed in CRM. For reservations a WSDL file will be created
which will be published at the OXI to receive reservation related data.
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6.RFP Management:
Requirement Overview:
Ability to link an account with individual hotels who wish to pursue
the account from RFP perspective
Ability to generate a selective wish for next year by deselecting list of
automatically populated accounts based on last year's RFP
preference and including additional accounts based on discretionary
power.
Ability to direct e-mail generated from Task in different phases of the
RFP to different individuals and with different e-mail contents based
on responsibility matrix and generate automatic alerts to all
concerned stakeholders 1 day before due date, on due date and after
due date.
Ability to capture the initial rate and rate inclusions and final rate and
rate inclusions during RFP submission in the Task and link the rate
code with the final rate and rate inclusion.
Ability to capture rejection and closure comments in RFP while
changing the status to rejected and closed.
6.1 Business Driver

SAP CRM will be used as the salesforce automation and marketing
tool for Oberoi group. RFP Management includes creation of RFP
preferred list of accounts and recording of RFP processing status.
6.2 RFP task Creation process:
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RFP Management will be created as work centre in navigation bar.

RFP management will also be displayed as item data in the Account
overview page.
6.3 Wish List Creation
RFP administrator will select RFP Management work centre in
navigation bar. Wish list information as per the following table will be
generated as list. Accounts will be having a RFP status namely
Awaited / Active / Rejected / Market Lead Accepted / Market Lead
Awaited / Market Lead Active / Market Lead Rejected / Lead /
Requested / Refused / Declined / Wish. RFP coordinator will assign
task to concerned DOS, Sales Manager and Account Manager to
update RFP wish list . Once the wish list is confirmed by the
concerned Account Manager, he/she wont be able to change further.
In case of further modification, RFP coordinator will only have right to
change based on Account managers request.
For next year RFP wish list creation , system will pick last year RFP
status - Awaited , Active, Rejected, Market Lead Accepted, Market
Lead Awaited, Market Lead Active, Market Lead Rejected, Lead,
Requested, Refused, Wish and will display as wish.
RFP wish list will be created for corporate account having role
Country HQ. System will identify Wish list of corporate accounts and
Hotels having RFP preference based on last year RFP data. Once the
Corporate account having role country HQ and Hotel is selected,
system will check whether there is a Director of Sales is available for
this Hotel. If there is no DOS in the Hotel, then the General Manager
will be identified. Wish List Task will be created and concerned
Director Of Sales or General Manager to confirm the wish list task.
Once the wish list task is confirmed, RFP preference details will be
updated in both wish list and RFP preference assignment block.
6.4 RFP processing

The proposed solution will track the phases of the RFP lifecycle by
leveraging the Task functionality in SAP CRM.
Once the RFP details are received from the online / offline sources,
RFP coordinator will update the RFP details in SAP as Task. Once the
account manager selects corporate RFP account, he/she will be able
to view information as in the following table. Then RFP coordinator
will assign task to the concerned Director of Sales/ General Manager.
Once the task is assigned to the account manager, an automated e-
mail will flow to the responsible Director of Sales/ General Manager.
System will be capable to send alerts / reminders viz., one date
before date of submission, on the date of submission and a day after
the date of submission.
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System will be capable to update the RFP status once the RFP
processing status will be updated in the Task.
6.5 Process Description

Every year RFP team will create the Wish list during May to July. RFP
coordinator will generate Hotel wise RFP account wish list for the next
year and assign task to concerned DOS, Sales Manager and Account
Manager to confirm the same. DOS, Sales Manager and Account
Manager will receive a notification regarding this task assignment.
They will confirm the RFP preference (Yes/No) and a notification will
flow to the RFP coordinator regarding this confirmation. Once the
wish list is confirmed by the concerned Account Manager, he/she
wont be able to change it further. In case of further modification, RFP
coordinator will only have right to change based on Account
managers request.
RFP coordinator will be maintaining the wish list in CRM. The Wish list
will contain information about accounts and property wise RFP
preference status. RFP coordinator will process the RFP after
receiving it through online sources like Lanyon, Prologic, Rate Finding
etc. or from any other offline sources like e-mail.
The preference status for the RFP will be cross checked with the wish
list created in CRM. After confirming wish preference, RFP details will
be created in SAP CRM as a Task. This will be assigned to the
concerned Director of Sales or General Manager.
If the account manager rejects the RFP, the reason for rejection will
be updated in the Task and the same will be notified to the director of
sales.
System will send alerts / reminders viz., one date before date of
submission, on the date of submission and a day after the date of
submission.
The RFP coordinator will be getting e-mail alerts at each and every
RFP processing steps. Also DRM team will be receiving e-mail status
alerts for various RFP processing stages.
Custom programs for Data upload
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1. BP Upload program
2. Profile Merging
3. RFP loading Program
4. Reservations upload
5. Account Manager data upload
1. Upload Business Partners
Use the attached template to convert data from legacy to SAP

system.
BP_Upload_Templat
e
Once converted, save the file as Text Tab delimited with no headers.
Go to t-code SE37, select the function module,
ARCHIVFILE_CLIENT_TO_SERVER to upload the file from local machine
into application server in the below give path;
D:\USR\SAP\CCMS\CUTOVER\<Filename.txt>
Go to transaction ZCRM005, key-in the file name without extension
and also the no of records to commit (say for example enter 20).
Check mark Check Data Only check box to test upload.
Check the log in AL11 t-code to see if all the records in the file are
read.
Go to t-code ZCRM005, uncheck the check box.
Click on Program menu and select Execute in Background
Monitor the job in SM37
2.Profile Merging program:

2.1 Purpose
To send request for merging profiles in OPERA and SAP CRM after
identification of Primary Profile among all duplicate profiles extracted
from CRM Database by SAP DQ (BODS) jobs.
2.2 Prerequisites
Connection to CRM tables up and running
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SAP BODS jobs scheduled properly

Connection of FTP folder up and running
Scheduled back ground program in SAP CRM to Merge profiles in
OPERA and SAP CRM
2.3 Process Procedure Execution
Based on below Business Rules, Automatic scheduled BODS jobs will
run and identify the list of duplicates:
Profile Type Business Rule

Company Profile 1st 10 characters of the company name + all
characters after @ but before . in email ID
Travel Agent 1st 10 characters of the company name + country
Profile code + all characters after @ but before . in email
ID + IATA Number
Source Profile Full name+ Country

Guest Profile first name, last name +mobile number+ state +
country key + email ID
This list of duplicates will be sent as an attachment in email alert to

respective Point Of Contacts (POCs).
2.4 Details of POCs

Name E-mail ID
Kakuli Chowdhury Kakuli.Chowdhury@oberoigroup.com
Naresh Wadhawan Naresh.Wadhawan@oberoigroup.com
2.5 Execution
Primary profile against each group number is identified and

marked as X in the field Identifier.
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This csv file to be placed in below folder:

\\corpsrvftp01\ERPPIInterface\DQ\MERGE
SAP PI will pick the files from this folder will pick and will place
the file in SAP CRM. A scheduled merge program will read this file and
will send merge request in CRM as well as in OPERA.
2.6 Sample Email Alerts with files:
Duplicate Data
Duplicate Data Duplicate Data
Found in DQ System.msg Found in DQ System.msg Found in DQ System.msg
Duplicate Data
Found in DQ System.msg
Separate files will be generated for each profile type.

2.7 Merge Program and Job Details
Merge Program Name : ZPROFILEMERGE
Daily background program has been scheduled to merge Guest , Company, Travel Agent and
Source. Separate jobs are scheduled between 4pm and 4.45 pm with 15 minutes interval.
Following screenshot describes Production Job details.
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3. RFP Historical data upload program

1. Use the attached template to prepare RFP Historical data and
save it in your system.
RFP History.csv
2. Go to tcode SE38 and execute below program

Program Name : ZCRM_RFP_ACC_MAPPING_UPD
3. Choose the saved file from your system using input help
option as shown below.
4. Execute the program.

5. RFP details will be updated in each account overview page
as below.
4. Reservations Upload:
4.1 Process:
1. Login to CORPDQDEV
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d
Password: india@123
2. Place file with PMS IDs and Hotel code in desktop. File name is file.xlsx.
3. Open Data Service Designer
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4.Login to Data Service Designer
Password : eiherp1
5. Open Project Cutover Opera
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6. Open Job ReservationDataOPERACRMV1
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7. Go to where condition to enter required Hotel Code (Opera Hotel Code) in

Query_1
8.Click execute ReservationDataOPERACRMV1
9.Monitor Job Status
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10.File Location for extracted file
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5. Account Manager Data upload:

5.1 Purpose:
Upload Account Manager Portfolio data in CRM
5.2 Prerequisites:
DRM team
Authorization for uploading file in CRM application server and to
execute program
Business Role (ZSFA)
Business Process Procedure Execution: Account manager portfolio
Upload
1. Use the attached template to prepare account manager portfolio

data and save it in your system.
Employee upload
template.csv
Go to tcode SE38 and execute below program

Program Name : ZCRM_ACC_MAPPING_UPD
Choose the saved file from your system using input help option as
shown below.
Execute the program.

Now account portfolio and relationship will be updated in each
account overview page as below
Process Steps
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Account and Contact management.
Account Manager will click account management link in

the navigation bar in the Web UI and will click on create
corporate/ individual account.
Corporate/ Individual account will be created by entering
account details. The status of the newly created account will
be dormant.
If the account has hierarchical structure, then the Account
Manager will create separate Group, Company, Regional and
Local Office profiles as well as its hierarchical relationships in
SAP CRM.
Details of contact person will be created by selecting create
contact after clicking the account management link in the
Web UI navigation bar.
The status of the newly created contact will be Dormant.
Separate contact persons profile will be created for different
designations in the company. Contacts will be of two types,
i.e., guest and sales. Contact will be linked to its respective
account.
Account Manager will select alert for no reservation
activity at account level for getting e-mail alert if the
contracted customer is not making any reservation since a
specific time period. Option to choose the duration for no
reservation activity will be available at account level.
Contacts will be prioritized as high, medium and low.
Account manager be having option at contact level to set e-
mail alert if selected high category contact stay in Hotel.
Newly created Dormant accounts will be intimated to PDM
team via e-mail and they will perform quality check for these
dormant accounts and contacts.
Status of the business partners will be converted as active
if it passes the Quality Check.
If PDM team rejects the dormant account then an e-mail
notification will flow to the account manager and he/ she will
change/ update the account details and hierarchy.
The company profiles which are converted to active status
will be picked up by the interface program from SAP CRM to
ORS and the details will flow to ORS subject to data quality
check by SAP DQ
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Rate loading Request Creation
DRM team will prepare the pricing grid in MS Excel template

and upload in SAP CRM pricing condition table. Wish rate and
walk rate will be assigned as condition record for each
corporate account.
Account managers will be alerted through e-mails about the
rate loading and they will enter wish rate and walk rate
through customized screen in SAP CRM.
In case the account having a high potential in future,
account managers will enter special rate which can be lesser
than the walk rate with mandatory reason.
On saving the rates the details will be sent to departmental
heads for approval; the rate will be visible to the
departmental head once they logs into the system
Once Departmental head approves rate then it will be sent to
the DRM team for approval.
In case reporting head wants to reject the rate details, he/
she will have to enter the reason for rejection in the
mandatory comments field.
DRM team will accept the rate details and will send to the
OCC team for rate loading in ORS and will also send to GDS
team for GDS rate loading.
OCC team will search for existing rate details in ORS. If the
rate details are not available in the system, OCC team will
create them in ORS using SAP CRM generated rate code.
If there is a rate code available for the corresponding rate
details, then the OCC team will update the rate details.
GDS team will search for existing rate details in GDS. If they
are available, those will be updated. If the rate details are
not available in GDS, they will create and update them in
GDS.
After the rate loading process in ORS and GDS a confirmation
request will send to Hotel front office and Hotel Manager will
confirm the rate details availability in PMS.
After the confirmation from Hotel Front Office Manager,
Account Manager will receive a final confirmation about the
Project EIH
rate code confirmation. This e-mail alert will having SAP

generated rate details as a mail form attachment. Account
manager will utilize SAP rate details form for further
communication with customer.
Reservation Process steps
Once the OCC agent receives the reservation call, he/ she
will search whether the Company profile and the guest
profile already exists in OPERA.
In case the profile is existing then the reservation will be
created with existing profile, however in case of no profile is
existing then first the profile will be created and then
reservation will be created
This newly created profiles and reservation will flow to SAP
DQ for Data Quality Check.
After the Data Quality Check, the newly created reservations
in ORS will be converted as reservations in SAP CRM.
For all the reservation query from TRUST, new profile will be
created and reservation will be done using the newly created
profile.
Status of the reservation will be created, checked in, check
out and cancelled. Day wise details of check in, checkout and
revenue breakup will be available in SAP CRM.
Project EIH
REVIEWED BY
Name Title Date Approved
Sujith Deloitte 12/13/2016 Approved
functional
consultant
Nihar Mohanty Senior Manager

KT - SAP CRM - Sales Force Automation

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Project EIH

KT Document Customer Relationship Management

SAP CRM Sales process Automation

Date Documen Document Author Reviewer

1. Master data creation

Below are the custom programs for data upload:

Note: Document needs to be modified as and when there is any

RFP loading contract type development in rate loading request is in

Business Process and Objects Overview

2. Oberoi Organizational Management Objects

2.1 Sales Organization:

Sales organization is an organizational unit, responsible for all the

2.2 Sales Office:

Sales Office in SAP CRM is used to identify the source of each

2.3 .Sales team - Sales Group

2.4. Positions Designations

Positions in SAP CRM show the functional task distribution of

positions like Executive Vice President, General Manager, Director Of

2.5 Market Segment group Distribution Channel

Distribution channel is used to identify different segments of

2.6 Market Segments Divisions

The above distribution channel division combination diagram

3.1 Accounts and Contacts Management

team to perform the basic quality check on data entry by account

4. Activities and Opportunity Management:

Account managers will create their day to day engagements such as

3.2 Lead and Opportunity Management:

3.3 Opportunity Management:

After Lead, the next stage of Opportunity is Active. During active

Account Manager Will select Hotels in assignment block Rooms and

4. Rate loading Request business process:

4.1 Requirement Overview

4.2 There are three contract types in rate load request.

4.2.1 Static rate loading:

Rate details will flow through multiple approval process by the

and on saving, the rate code is updated in Opera through OXI

Rate details will flow through multiple approval process by the

4.3 Pricing Grid:

Accepting without changes

Accepting with Changes

Account manager will initiate the rate loading procedure by using

Account manager will initiate the rate loading procedure by using

4.4 Dynamic Rate Loading Request

Accepting without changes

Rate details will flow through multiple approval process by the

Accepting with Changes

Account manager will initiate the rate loading procedure by using

Rate details will flow through multiple approval process by the

Account manager will initiate the rate loading procedure by using

Rate details will flow through multiple approval process by the

6.1 Business Driver

RFP Management will be created as work centre in navigation bar.

6.4 RFP processing

6.5 Process Description

Custom programs for Data upload

1. Upload Business Partners

Use the attached template to convert data from legacy to SAP

2.Profile Merging program:

SAP BODS jobs scheduled properly

Profile Type Business Rule

Source Profile Full name+ Country

This list of duplicates will be sent as an attachment in email alert to

2.4 Details of POCs