SAP CRM Overview

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Contents

SAP CRM Overview

Features of SAP
Login to system
Home page
Customer Account
Billing Account
Sales Order
Service Order

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SAP CRM

The SAP Customer Relationship Management (SAP CRM) application provides

Best-in-class functionality for marketing, sales, and service.
Customers 360 degree view and its engagements with the provider
Providing a superior customer experience.
Supporting customer-facing business processes across multiple interaction
channels
Enables organizations to focus on strategies for customer-driven growth
Customer focus with the enablement of target group based strategies
Improved business decision-making capabilities
Greater worker productivity
Lower administrative costs due to centralized customer management
Improved Business performance through service-oriented architecture

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Platform Architecture

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Features of SAP

Oracle
Browser based application
Settings for IE (High interactivity/Standard interactivity)
List of settings explicitly
Internet and Intranet access

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Login to the system

URL
Username
Password
System
Client
During logging to the system user is authenticated by the username/ password.

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Login window

Provide the login credentials : User /Password

Click Logon button

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Status Check Screen
Home Page view appears with the navigation bar on the left and multiple activities tabs in the
work area. This view can be personalized thru the tab available at the top right corner

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Roles

It is organizational structure of CRM. Zones are divided into circles which are further divided
into SSAs. Roles can be defined on any of the levels.

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Roles

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End Users

BSNL CRM team

Customer Sales Representative( CSR)

Commercial and accounting Representative
Marketing Representative

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Home Page

Home page is the dashboard for all applications.

It provides quick links for easy access to following
modules:
Worklist
Calendar
Account Management
Sales Cycle
Service Orders
Master data
PMS

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Customer Contact
We can create a Contact for all the inquires we get through the multiple channels, even when this
customer is not taking any services from BSNL.
While creating a new customer the initial process involves gathering the contact information like:
Name of customer
Communication data including email Id, phone number etc
Communication, installation and billing address
A contact can be uniquely identified by Contact ID.

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Create Contact

Creation of the Contact : Home Page Account Management Individual Account

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Contact Screen

Provide value of all mandatory fields.

Click New button to insert new addresses.

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Address Screen
Provide value of all mandatory fields
Click Next button to save the address and go to the Contact Screen
Click Save to save the contact details.

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Search Contact

Home Page Account Management Account (Search)

Enter the search criteria.
Click Search button.
Click the Account Name

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Customer Account

Customer account screen is divided into multiple views :

Customer Account Data.
It stores general data about customer like
Name,
Customer Account Id.
VIP Classification
Additional Information
It stores personal information about the customer like:
PAN Card
Date Of Birth,
Marital Status,
Employer,
Nationality and so on.
Communication Data
Communication Method
E-Mail
Phone
Mobile

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Customer Account

CAF Attributes
Roles
Identification Numbers
It stores the information about identity of person, it can be of two types:
Identity Proof like Company ID card
Address Proof like Ration card
Attachments
There can be following types of attachments:
Simple
URL
Advanced
Calling Hours
New Connection Orders
It stores the information about the Sales Orders created for this Customer

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Create Customer Account

Click Edit button to add the details for the creation of the Customer Account

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Create Customer Account

Edit Button will enable to add the further details about the Customer Account

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Create Customer Account

The data related to the marketing attributes can be captured ,in the one of the multiple
blocks available to capture the details about the Customer

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Customer Account Screen

Click Save button to save the Customer Account details, Create Billing Account link gets enabled.
Click Create Billing Account link to go to the billing account screen

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Billing Account

Once customer account is created, next step is creation of billing account . Every Billing Account
must be associated with some customer account.
Billing accounts represents the billing related details of the account.
Each billing account is associated with a Service (which can be Landline, Broadband, WLL and so
on).
Each Billing Account is uniquely identified by Billing Account Id
There can be multiple billing accounts for a single customer account.
There can be multiple services associated with the single billing account.

Contact

Customer Account

Billing Account Billing Account Billing Account

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Billing Account

This screen is divided mainly into eleven views:

Billing account data
It stores general data about billing account like:
Billing account ID
Name
Billing account status
Account type
Billing relevant data
It stores data which is used for billing the customer like:
Bill handling code
Bill cycle
Bill Frequency
Bill style ID
Credit class ID
Credit limit
Payment method ID

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Billing Account

Billing address
It stores the address on which bill has to be sent.
Billing Circle/SSA Details
It represents the SSA and Circle of the billing account
Communication data
It stores the communication data which includes:
E Mail
Mobile
Phone
Fax
Relationship to Customer account
It represents the relationship that this account has with any other entity in the system.
Billing Account Details
It Stores the data like :
Payments
Invoices
Adjustments

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Billing Account Screen

Provide value for all mandatory fields

Click Save button to save the Billing Account details.

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Creation of Sales Order

After creation of Customer Account and Billing Account in the system, a Sales Order can be
initiated for the Customer
A sales order is uniquely created for one service connection and identified by Sales Order Id and
Telephone Number
A billing account can be attached to the multiple sales orders, depending on number of connections
related to the customer.
The customer becomes Active only after first sales order for the customer gets completed.
To Create the Sales Order ,now search the Customer Account from the Home Page

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Creating Sales Order

Click Edit button, which will enable the Create New Orders link.
Click Create New Orders link, Sales order screen opens.

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Creating Sales Order

Sales Order Screen appears with Customer Account Number and other details populated from the
data available in the system
Now Select the Billing account at the Billing Account ID field

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Creating Sales Order

While selecting the Billing Account , When search it at the Billing Account ID field ,it pops up a
window showing the multiple billing accounts available for selection
Select the Billing Account
Our selection of Billing Account will get populated in the Billing Account ID field

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Sales Order Screen
Provide order details.
Click Save button.
Number Avail. Check link gets enabled.

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Sales Order Screen

Click Number Avail Check Link, a new screen pops up showing the list of available numbers
Select the number from the list , a pop up will appear getting confirmation to block the number
The selection of number will get copied in to the Sales Order screen

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Sales Order Screen

Click Yes button to block the number, Number Avail Check link disables.

Status changes to Number Reservation Done

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Sales Order Screen

Click Edit List link. Choose the Product Id

Select the plans, facilities, accessories from the list of plans.

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Sales Order Screen

Select from the available Plans ,Facilities and Accessories ,which are based upon the
parameters SSA , Circle, Service Line, Product Line, Service Type and Service Sub
Type .
Submit after selection, and close the Pop up screen

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Service Order

Selection of the Pop up screen is now copied in to the Sales Order .

Press the Accessory Availability Check Button

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Sales Order Screen

Click Accessory Avail. Check, Accessory availability popup appears.

Select the accessory.

Click the Choose button. Click Save button,

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Sales Order Screen
Click Demand Note link in Sales order screen, demand note screen appears.
Click Save button.
Status of order changes to Demand note generated.
Make Payments in PMS System corresponding to the demand note id.

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Sales Order

Sales order is created with the status as Demand Note Generated

After receiving the payments ,order status changes to In Progress.

Sales Order now moves to Clarity
After processing in Clarity ,order status is changes to Completed.

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Status Change in the Sales
Order

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Status Change in the Sales Order

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Creation of Customer Assets

As soon as the status of the Sales Order gets completion status ,System automatically creates
a Installed Base which will have complete records of that Customer with transaction details
also.
This Customer assets record can be searched from the Home screen>Master Data

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Customer Assets Search

Customer Assets can be searched through the Telephone Number allocated to the Customer

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Customer Assets

Different blocks of the Customer Assets master stores the master and transaction details
related to the Customer.

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Service Order

Service orders can be created for any change in existing service. It can be created for any of the
following service types:
Disconnect
Modify
Shift
Transfer
Service Orders can be initiated directly from the Customer Assets screen

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Service Order

A new screen will appear for the creation of Service Order.

At this Service Order screen , Press Enter, it will populate Customer Account and Billing Account
details in the Service Order

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Service Order Scenarios

Service Order :Modify

Accessory provisioning
Accessory disconnection
Facility provisioning
Facility disconnection
Plan Conversion
Free to Normal
Casual Connection

Service Order :Shift

Shift within Exchange with number change
Shift across Exchange
Disconnect
Shift within Exchange without number change

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Priority in Service Order

Service order can have any of the following

priority:
ASAP
High
Medium
Low

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Service Order Screen

Service Order screen have following Components:

General Data
It stores generic data about the service order like:
Service order ID
Asset ID/Phone No.
Customer account ID
Billing account ID
Service category
Connection type
Service Category
It stores the details about the category of the
connection;
Service Type
Order Type
Order Sub Type

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Service Order Screen

Reasons Dates
It stores various reasons for the order like: It stores the deposit related details like:
Cancellation Reason Request Creation Date
Customer Requested Date
Disconnection Reason
No. of Days
Notes Extension Date
It represents various comments for the service
order.

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Service Order Screen

Select the Service Type, Order Type and Order Sub-type

Save the Service Order

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Service Order Screen

Press Edit List to modify

Select the Product ID field to open the selection dashboard

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Service Order Screen
Add the facilities to be provisioned in the Selection popup window
Facilities already installed are tagged as Installed

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Service Order

Plan which has been de-selected at the selection screen is now visible with the status DELETE
While the new selection is visible as ADD

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Service Order Screen

Save the Service Order

Change the Order status to Submission in progress
Service Orders created can now be viewed in the Customer Assets in the Service Process Block

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Thank You.

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