Rds CRM Crm703v6 SolutionRDS - CRM - CRM703V6 - Solution - Details - EN - XX

SAP CRM rapid-deployment solution V6.
703
April 2014
Customer Master Presentation - Contents

Solution at a Glance
Solution in Detail
Purpose of this asset:
Package Deployment
This asset is a collection of slides that can be used

by SAP and Partners for presentation to
customers. It contains only information for the
package and should be adapted as needed.
Software Products and System Landscape
More information on SAP Rapid Deployment

solutions in general can be found on SAP Service
Marketplace.
2014 SAP SE or an SAP affiliate company. All rights reserved.
Customer
At-a-Glance: SAP CRM rapid-deployment solution

Ready to run, a solution with fixed scope, predefined services at a predictable price with the flexibility for future extension
Business Requirement
Solution
What is my pain?
Show lack of reporting performance as well as high data

latency
Use of complex IT landscapes and increase in IT workload
Help ensure a quick ROI
Determine where to start and how to find the right CRM

solution
Provide investment security and eliminate risk
Solution description
The SAP CRM rapid-deployment solution brings together software and
services to give you essential marketing, sales, and service
functionality, powered by superior loading and reporting performance
and real-time data access through the in-memory technology of SAP
HANA.
What are my needs?
Fast, simple, and smooth automation of CRM processes
Flexible choice of functionalities based on building-block

concept
Further enhancement and upgrading possible at any time
Reduced implementation costs and realization time
Fixed-price model and preconfigured processes
No database indices required

Learn more
Get essential CRM functionality quickly and affordably

Customer
Overview
Get essential CRM functionality quickly and affordably

Business challenges
There is a solution
Show lack of reporting performance as well as high

data latency
Use of complex IT landscapes and increase in IT
workload
Help ensure a quick ROI
Determine where to start and how to find the right CRM
solution
Provide investment security and eliminate risk
The SAP CRM rapid-deployment solution brings together

software and services to give you essential marketing,
sales, and service functionality, powered by superior
loading and reporting performance and real-time data
access through the in-memory technology of SAP
HANA.
Customer
Business scope covered

Marketing
Lean Campaign Management

(includes Segmentation and External List
Management)
Lead Management
Interaction Center for Marketing
Sales
Opportunity Management
Pipeline Performance
Management
Quotes and Sales orders*
Interaction Center for Sales
IC Foundation
Interaction Center
for Service Request
Management
SAP HANA Agent Inbox
Accelerator **
Foundation
(Mandatory)
Account and Contact Management*****, Activity Management****,

Integration with customers SAP ERP system or master data import for CRM standalone deployment
CRM Interactive Reporting & CRM Interactive Reporting based on SAP HANA Live ***
*CRM Standalone deployment or with ERP for existing SAP SD customers. **Optional, requires HANA DB License for Accelerator and BOBJ License for Dashboard.
***Optional, requires HANA DB License for SAP HANA Live.**** Optional Microsoft Outlook integration, requires Desktop Connection for SAP CRM
*****Optional duplicate check, requires HANA DB License
Customer
Benefits for you

Business benefits
Measurable success
Fast, simple, and smooth automation of CRM

processes
Flexible choice of functionalities based on buildingblock concept
Further enhancement and upgrading possible at any
time
Reduced implementation costs and realization time
Fixed-price model and preconfigured processes
No database indices required
Create a more distinctive customer experience

Drives more consistent, relevant interactions
Capitalizes on customer insight with zero latency
Highly ERP integrated business processes
Superior reporting performance
Real-time data access
Customer
Solution in Detail
Lead Management:
Scope and benefits
To accelerate revenue, Lead Management enables lead

visibility and drives the processing of leads from first
visibility, through to qualification, to the sales cycle. By
addressing sales leads in a timely manner, your team can
optimize its sales generation activities, increasing the sales
pipeline and compiling information related to identifying
and qualifying leads that it can hand over to the pipeline
and sales cycle. By using the guided procedure of the
Campaign Wizard, a streamlined link between marketing
and sales is established, which accelerates the process
between first interest and sales.
Improves
response rates to customer requests
Provides
better understanding of customer needs
High
quality leads increase revenue generation
Lead
generation across all interaction channels
Accelerates
the process from first interest to closed
deal
Improves
close rate by sales organization
Reduces
sales time and cost
Capture,
qualify, and distribute leads
Track
the progress of each lead through the systems

closed-loop monitoring
Customer
Lead Management:
In the system
Key functionality
Create and Execute a Campaign for
Lead Generation using the Campaign
Wizard
Check for generated Leads
Create Leads Manually
Qualify Leads
Distribute Leads
Transfer Leads to Sales
Marketing Campaign Wizard

Customer
10
Lean Campaign Management:

Scope and benefits
This business process describes the planning, execution

and analysis of a marketing campaign, for example in
connection with a product presentation event. It includes
list management capabilities to import external data such
as purchased lists, and allows to create target groups with
a graphical, interactive segmentation tool. It also includes
the check for available Marketing Permissions that can be
used as segmentation criteria during Target Group creation
and are validated during Campaign execution.
Manage
and coordinate marketing activities globally,

regionally, and locally
Multi-channel
support to ensure one face to the
customer
Leverage
Business Intelligence and CRM analytical

capabilities for improved visibility and insight into
marketing operations
Broad
functional spectrum
Modular,
scenario-based implementation to ensure

fast return on investment
Customer
11
Lean Campaign Management:

In the system
Key functionality
Create overall Marketing Plan

Plan Campaign
Execute Campaign
Monitor Campaign
Waterfall Customer Segmentation

Customer
12
Activity Management using Desktop Connection for SAP CRM:

Scope and benefits
The Desktop Connection for SAP CRM is a Microsoft

Outlook add-in that enables you to synchronize
appointments, accounts and contacts between Microsoft
Outlook and SAP CRM. Data can be transferred in both
directions or in one direction only. Desktop Connection
bridges the gap between how users work and how
enterprise applications work by using the familiar Outlook
UI, its online and offline capabilities and enhanced data
quality.
Seamless
integration into Microsoft outlook
Offline
frontend through Microsoft outlooks offline

capabilities
Desktop
Connection for SAP CRM outlook add-in.
Customer
13
Activity Management using Desktop Connection for SAP CRM:

In the system
Key functionality
Create Accounts in Microsoft Outlook
and upload to SAP CRM and vice versa
Create Contacts in Microsoft Outlook
and upload to SAP CRM and vice versa
Create Appointments / Meeting
Requests in Microsoft Outlook and
upload to SAP CRM
Inclusion of Attendees in the Meeting
Invitations that are not created as
Business Partners in SAP CRM.
Display Appointments created in SAP
CRM in Microsoft Outlook
Calendar in sync with Microsoft Outlook
Customer
14
Opportunity Management:
Scope and benefits
This business process creates a framework for pursuing

sales projects from the start, and monitoring their success
as they progress. An opportunity goes through a sales
cycle that is characterized by different sales stages.
Different activities are carried out in each sales stage.
Provides
the framework for presenting sales projects

from the very start and tracking their progress
Enables
you to control the sales process
Provides
the basis for optimization of your enterprise:

analysis and sales forecast functionality
Customer
15
Opportunity Management:
In the system
Key functionality
Create Opportunity
Qualify opportunity
Create quotation
Make decision
Close opportunity
Create sales order
Opportunity to bring your sales team together and know your buying center
Customer
16
Integrated ERP Order and Quotation Management:

Scope and benefits
Sales employees can use this business process to create

and process or just display ERP sales quotations or ERP
sales orders without leaving the CRM WebClient user
interface. The sales documents are saved directly in SAP
ERP and also only exist in SAP ERP.
Enhance
integration of ERP sales transactions into
CRM
Accelerate
and simplify the creation of ERP sales

transactions
Increase
transparency and improve transaction

overviews with document flow
Customer
17
Integrated ERP Order and Quotation Management:

In the system
Key functionality
Create opportunity (CRM)

Create sales quotation (ERP)
Create sales order (ERP)
Order fulfillment (ERP) *(Not in scope of
the SAP CRM rapid-deployment
solution.)
ERP Quote Information. By using the Follow-Up functionality within the ERP Quotation, you can create the corresponding ERP Sales
Order directly from there.
Customer
18
Activity Management:
Scope and benefits
This business process supports sales and service

processes in all phases and provides information about all
activities carried out to serve the customer. The document
describes an activity management scenario that supports a
sales process with various types of activities and tasks.
Complete
interaction history for Customer
Complete
integration with all CRM processes
Evaluation
and management of activities and

relationships
Effective
CRM
tasks and time management
calendar integration
Prioritization
Team
of dates and tasks
selling supported
Customer
19
Activity Management:
In the system
Key functionality
Prepare visit
Complete a task
Add visit details
Outgoing call
Create opportunity
View on Appointment in WebUI - Appointment is also shown in the Calendar View of the Sales Employee.
Customer
20
Account and Contact Management:

Scope and benefits
This business process allows to manage and maintain

accounts and contact persons. In addition to master data
maintenance, the integration of current and past business
transactions provides an overview of the most important
customer related data. Leveraging SAP HANA you can
optional deploy a duplicate check functionality. Prevent
yourself creating duplicate business partners by leveraging
this functionality.
Clearly
arranged overview pages with all relevant

information at a glance
Easy
to use Functions and features tailored to a

specific user role
Allows
immediate action based upon comprehensive

and up-to-date information
360-degree
view of customers and prospects with

Account Fact Sheet
Clearly
arranged overview pages with all relevant

information at a glance Easy to use Functions and
features tailored to a specific user role Allows
immediate action based upon comprehensive and upto-date information 360-degree view of customers and
prospects with Account Fact Sheet
SAP
HANA Duplicate Check
Customer
21
Account and Contact Management:

In the system
Key functionality
Create a task
Check task
Create new account and contact
Create task for account
Change account
Monitor accounts
Assign account to hierarchy
View Account Fact Sheet
Merge Accounts
360 view on customer and contacts, including graphical buying center view
Customer
22
Pipeline Performance Management:

Scope and benefits
This business process helps sales managers and sales

directors to analyze their sales pipeline, to identify gaps
and critical opportunities. It also helps to identify and
monitor opportunity changes in the pipeline. In addition, the
sales managers and sales directors can simulate what-if
scenarios and immediately trigger the right actions to
resolve issues and meet their targets.
Pipeline
Performance Management provides a great

user experience by merging analytics and actions in
one application
Easy, straightforward
navigation through interactive

analysis to identify relevant opportunities
Customer
23
Pipeline Performance Management:

In the system
Key functionality
Maintain opportunity churn rates

Plan sales quota
Analyze sales pipeline
Analyze closing date
Identify and monitor opportunity changes
Pipeline transparency and accessibility

Customer
24
CRM Order and Quotation Management (CRM Standalone):

Scope and benefits
Sales employees can use this business process to create

and process or just display sales quotations or sales
orders in the CRM WebClient user interface. The sales
documents are saved directly in SAP CRM. Billing in SAP
CRM is not part of the configuration and needs to be setup
additionaly if required.
Integration
of the entire sales process, from lead via

opportunity to sales order within CRM
Accelerate
and simplify the creation of CRM sales

transactions
Increase
transparency and improve transaction

overviews with document flow
Customer
25
CRM Order and Quotation Management (CRM Standalone):

In the system
Key functionality
Find, create, and maintain CRM
quotations and CRM sales orders within
the CRM system
Create CRM quotations as follow-up
documents for opportunities
CRM Sales Order can be created directly as a follow-up document of the CRM Quotation.
Customer
26
Interaction Center Marketing:

Scope and benefits
This business process describes the typical activities of

marketing call center agents handling inbound and
outbound phone calls with customers who are interested in
certain products. It gives you a step-by-step description of
how a marketing agent processes calls and which
functions they can use when processing the call and how a
lead can be created as a result of the customers call. The
process shows how an agent processes a call list as a
basis for outbound phone calls to selected customers in
order to offer them certain products. During the
conversation, the agent is guided by an interactive script.
Additionally, the agent can create a new lead and prequalify it. The process takes place in the Web-based
environment of SAP CRM Interaction Center.
Increased
responsiveness and customer satisfaction
Improved
interaction consistency and ease of doing
business
Accurate
customer information, easily accessible via

agent desktop
Ability
to offer the right products to the right

customers based on their preferences
Improved
IC agent efficiency though the use of call

lists and scripts
Lasting
and valuable customer relationships
Customer
27
Interaction Center Marketing:

In the system
Key functionality
Process inbound and outbound phone
calls
Check business partner information
Use call lists
Use interactive scripts
Create and qualify leads
Interactive or call-list
Customer
28
Interaction Center Sales with ERP Sales Order:

Scope and benefits
This business process describes the typical activities

executed by sales call center agents handling inbound and
outbound phone calls with customers who intend to order
products.
Increased
Improved
It gives you a step-by-step description of how a sales agent

processes calls and which functions they can use when
processing the call and how an ERP sales order can be
created as a result of the customers call.
Offer
It also shows how the agent processes a call list as a basis

for outbound phone calls to selected customers in order to
offer them certain products. During the conversation the
agent is guided by an interactive script. The process takes
place in the Web-based environment of the SAP CRM
Interaction Center.
business
Accurate,
easily accessible, customer information
the right products to the right customers based

on their preferences
Improve
IC agent efficiency by using call lists and
scripts
Lasting
and valuable customer relationships
Customer
29
Interaction Center Sales with ERP Sales Order:

In the system
Key functionality
Process inbound and outbound phone
calls
Check business partner information
Use call lists
Use interactive scripts
Create ERP sales order
ERP sales order created in CRM Web-UI

Customer
30
Interaction Center Service Request Management:

Scope and benefits
IC Service Request Management enables service agents

and service managers to streamline the service process to
resolve customer issues. This scenario provides agents
handling inbound service activities with tools to process
service requests during the interaction with the customer,
avoiding unnecessary callbacks or follow-ups.
The process takes place in the Web based environment of
SAP CRM Interaction Center.
Increased
Improved
business
Accurate,
easily accessible, customer information
Increased
revenue by delivering the right service to

the right customers based on entitlements lasting and
valuable customer relationships
Accelerated
Agent-Inbox searches when using SAP
HANA
In order to leverage the full capabilities of SAP HANA the
NEW Agent-Inbox-Accelerator secures high speed in the
Agent-Inbox search including Agent-Inbox Work
Distribution Dashboard.
Agent-Inbox
Work Distribution Dashboard optional

when using SAP HANA
Customer
31
Interaction Center Service Request Management:

In the system
Key functionality
Processing of inbound e-mails
Processing of inbound phone calls (note:
computer telephony integration (CTI) is
not part of this scenario)
Account identification
Check customer interaction history
Service request creation
Checklist execution
Request routing (second-level)
Interaction Center Customer Service Request

Customer
32
Interactive Reporting:
Scope and benefits
CRM Interactive Reporting provides a reporting framework

which is ready to run, requiring minimal setup and training.
It provides a simplified customer intelligence reporting
framework that delivers accurate, timely, actionable
information to executives, managers, and front-line
workers, is fully embedded into SAP CRM transactional
applications. Users can easily work with the application to
request summarized and aggregated customer related
information. CRM Interactive Reporting also allows simple
creation of own, powerful reports for supported areas
including the SAP HANA Analytics based to leverage
secure real time access to reports from that area. New
Embedded Interactive Reporting functionality to Integrate
your reports in Home Screen, Reports work center or into
Account overview.
Delivers
accurate, timely, actionable information to

executives, managers, and front-line workers
Is
fully embedded into SAP CRM transactional

applications
Is
ready to run, requiring minimal setup & training
Allows
simple creation of own reports for supported
areas
Publish
Interactive Reports on Home Page, Overview

Page, Workcenter or Shared report page
Customer
33
Interactive Reporting:
In the system
Key functionality
Sales Reporting:
Accounts with Open Activities
Accounts with Open Opportunities
Active Accounts
Closed Opportunities
Opportunity Sources
Opportunity Pipeline
Top 5 Competitors
Win/Loss Analysis by Reason
Sales Orders (Only for Standalone Scenario)
Sales Quotations (Only for Standalone Scenario)
Marketing Reporting:
Campaign Effectiveness
Lead Origin Status
Lead Status Analysis
Marketing Contact List
Marketing Contact Summary
Service Reporting:
Service Request Per Month
Workload Distribution
Interaction Center (IC) Service Reporting:
Service Requests by account, status and priority
Interaction Records by account and category
Embedded Interactive Reporting:
Home Page: Top 5 Competitors in Current Opp.
Account Overview Page: Accounts with Open Opportunities
Reports Workcenter :Accounts with Open Activities
Embedded Active Accounts in Home Page

Customer
34
Package Deployment
rapid deployment of SAP CRM V6.703

Whats included Service scope
The rapid deployment of SAP CRM offers our customers
a pre-configured solution, at a fixed price, based on best
practices in the areas of Sales, Marketing and Services.
The quick-time-to-value implementation methodology
enables customers to go live in eight to thirteen weeks
(actual duration dependent on the number of options
selected).
Accelerators support each deployment activity
Customer
36
Service Scope
Key deliverables
What does SAP deliver?
1. Kick-off workshop
2. Confirmation of installation
3. Activation of solution
4. Confirmation of activation of solution
5. Key user training workshop
6. Go-live assistance
What do you have to do?
1. Servers and software installed

2. List of options selected
3. Licensee data cleansed and migrated
4. User acceptance testing performed
5. Switch to production completed
6. End-user training conducted
7. Go-live support enabled
Customer
37
Integration Points In Scope For ERP Integrated Scenario Only

Type
System 1
Business Configuration
Master Data: Customer
ECC
Master Data: Product

[standard sales products, not: service
products]
System 2
Related Scope Item / Scope Item Grouping
>>
CRM
n.a. (Foundation)
ECC
>>
CRM
C63 Opportunity Management

C39 Lean Campaign Management
C64 Integrated ERP Order and Quotation Management
Master Data: Pricing Condition
ECC
>>
CRM
Account Hierarchy
Organizational Data (for Sales)
ECC
ECC
>>
>>
CRM
CRM
C66 Account and Contact Management

CRM Sales
Sales Area Data
ECC
>>
CRM

ERP Quotations / ERP Sales Orders
Transaction Launcher
Technical Configuration
Connectivity
Customizing
Integration with SAP NetWeaver Search and
Classification (TREX)
Direction
no replication, but ERP sales orders and

quotations are integrated within CRM WebUI
no replication, but ERP transactions are
integrated within CRM WebUI
CRM Sales
ECC
<<>>
CRM
n.a. (Foundation)
ECC
CRM
>>
<<>>
CRM
TREX
n.a. (Foundation)
C83 Interaction Center Service Request Management
Customer
38
Service Scope Options CRM Integrated Scenario

Field Service Module Costs
A service scope option is a combination of scope that can be removed to reduce the service price of
the rapid-deployment solution.
Scope
Option
Mandatory or
Optional
Scope
Item ID
Scope Item /
Business Process Name
Mandatory
Foundation and
ERP integration
Core Building Blocks
Mandatory
C66
Account and Contact Management
Mandatory
C65
Activity Management
Lean Campaign
Management
Optional
C39
Lead Management
Optional
C30
Lead Management
Optional
C63
Optional
C67
Pipeline Performance Management
Optional
C64
Integrated Order and Quotation Management
IC Service
Management
Optional
C83
Interaction Center Service Request Management
CRM Interactive
Reporting
Optional
CR2
CRM Interactive
Opportunity and
Pipeline
Performance
Management
ERP Order and

Quotation
Management
Customer
39
Service Scope Options CRM Standalone Scenario

Field Service Module Costs
A service scope option is a combination of scope that can be removed to reduce the service price of
the rapid-deployment solution.
Scope
Option
Mandatory or
Optional
Scope
Item ID
Scope Item /
Business Process Name
Mandatory
Foundation &
Standalone Data
Migration
Core Building Blocks
Mandatory
CSE
Account and Contact Management
Mandatory
CSO
Activity Management
Lean Campaign
Management
Optional
CSA
Lead Management
Optional
CSB
Lead Management
Optional
CSF
Optional
CSG
Pipeline Performance Management
IC Service
Management
Optional
CSM
Interaction Center Service Request Management
CRM Interactive
Reporting
Optional
CR2
CRM Interactive Reports
Opportunity and
Pipeline
Performance
Management
Customer
40
Software Products and System Landscape
Which software is used?

EHP3 FOR SAP CRM 7.0 / NETWEAVER 7.4
SAP GUI FOR MICROSOFT WINDOWS
DESKTOP CONNECTION FOR SAP CRM 2.0 (optional: required for integration of Microsoft Outlook
with SAP CRM within scope item Activity Management Using Desktop Connection for SAP CRM)
SAP NETWEAVER GATEWAY FOUNDATION 7.4 (optional: required for integration of Microsoft Outlook
with SAP CRM within scope item Activity Management Using Desktop Connection for SAP CRM)
SAP HANA PLATFORM EDITION 1.0 (optional)
SAP HANA ANALYTICS FOR CRM 1.0, with HANA CONTENT HBA SAP CRM 100(optional: required
for CRM interactive Reporting powered by SAP HANA)
SAP HANA CRM IC INBOX ACCELERATOR 1.0, with HANA CONTENT CRM IC INB2 100 (optional:
required for an accelerated CRM Interaction Center Agent Inbox powered by SAP HANA within business
process IC Service Request Management)
EHP7 FOR SAP ERP 6.0 (Optional: the SAP CRM rapid-deployment solution can be deployed with or
without integration to SAP ERP)
SAP SOLUTION MANAGER 7.0 EHP1 or 7.1 or 7.1 ON HANA
SAP BEST PRACTICES SOLUTION BUILDER and configuration content for SAP CRM and SAP
NetWeaver
Customer
42
System Landscape
Development / Quality
Assurance
Environment
Production
Environment
SAP CRM
SAP CRM
ABAP-Server
ABAP-Server
Database
Database
SAP ERP (optional)
Mail Server
SAP ERP (optional)
ABAP-Server
ABAP-Server
Database
Database
SAP Solution Manager
Customer
43
Thank You!
Contact information:
<add>
SAP Rapid-Deployment solutions

The fastest way to run your business better

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SAP CRM rapid-deployment solution V6.

Customer Master Presentation - Contents

Purpose of this asset:

This asset is a collection of slides that can be used

Software Products and System Landscape

More information on SAP Rapid Deployment

2014 SAP SE or an SAP affiliate company. All rights reserved.

At-a-Glance: SAP CRM rapid-deployment solution

Show lack of reporting performance as well as high data

Use of complex IT landscapes and increase in IT workload

Help ensure a quick ROI

Determine where to start and how to find the right CRM

Provide investment security and eliminate risk

What are my needs?

Fast, simple, and smooth automation of CRM processes

Flexible choice of functionalities based on building-block

Further enhancement and upgrading possible at any time

Reduced implementation costs and realization time

Fixed-price model and preconfigured processes

No database indices required

Get essential CRM functionality quickly and affordably

Get essential CRM functionality quickly and affordably

Show lack of reporting performance as well as high

The SAP CRM rapid-deployment solution brings together

2014 SAP SE or an SAP affiliate company. All rights reserved.

Business scope covered

Lean Campaign Management

Account and Contact Management*****, Activity Management****,

2014 SAP SE or an SAP affiliate company. All rights reserved.

Benefits for you

Fast, simple, and smooth automation of CRM

2014 SAP SE or an SAP affiliate company. All rights reserved.

Create a more distinctive customer experience

To accelerate revenue, Lead Management enables lead

response rates to customer requests

better understanding of customer needs

quality leads increase revenue generation

generation across all interaction channels

the process from first interest to closed

close rate by sales organization

sales time and cost

qualify, and distribute leads

the progress of each lead through the systems

2014 SAP SE or an SAP affiliate company. All rights reserved.

Marketing Campaign Wizard

Lean Campaign Management:

This business process describes the planning, execution

and coordinate marketing activities globally,

support to ensure one face to the

Business Intelligence and CRM analytical

scenario-based implementation to ensure

2014 SAP SE or an SAP affiliate company. All rights reserved.

Lean Campaign Management:

Create overall Marketing Plan

Waterfall Customer Segmentation

Activity Management using Desktop Connection for SAP CRM:

The Desktop Connection for SAP CRM is a Microsoft

2014 SAP SE or an SAP affiliate company. All rights reserved.

integration into Microsoft outlook

frontend through Microsoft outlooks offline

Connection for SAP CRM outlook add-in.

Activity Management using Desktop Connection for SAP CRM:

This business process creates a framework for pursuing

Account and Contact Management*, Activity Management,