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SAP CRM Overview

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

Service Order

The SAP Customer Relationship Management (SAP CRM) application provides best-in-class functionality for marketing, sales, and service. By supporting customer-facing business processes across multiple interaction channels, SAP CRM enables organizations to focus on strategies for customer-driven growth and to differentiate themselves in the market by providing a superior customer experience.

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

Login to the system

URL Username Password System Client

During logging to the system user is authenticated by the username/ password.

Login window
Provide the login credentials Click Logon button

Status Check Screen

It displays the information of existing Logons to the system. Existing users can be cancelled using this screen.

Status Check Screen

To cancel all the existing users: Select the checkbox Cancel all existing logons. Click Continue button To go to the Home Page: Do not Select the checkbox Cancel all existing logons. Click Continue button

CRM Application Overview

The functionality is encapsulated into business entities Implementation of business scenarios are achieved by managing the entities appropriately Roles and workflows Position, responsibility and organization

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.




End Users
BSNL CRM team Sales Representatives Operations Representatives Customer Sales Representative( CSR) Commercial and accounting Representative Marketing Representative


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


Home Page
To logout of the system, click Logoff link To change the settings, layout, password etc., click Personalize link


Customer Contact
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. Contacts can be created through this screen.


Create Contact
Home Page Account Management Individual Account


Contact Screen
Provide value of all mandatory fields. Click New button to insert new addresses.


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


Search Contact
Home Page Account Management Enter the search criteria. Click Search button. Click the Account Name Account (Search)


Customer Account

A customer can have several accounts existing. Customer account is non billable entity. It captures the customer general details like name, bill cycle, language etc. There can be multiple billing accounts corresponding to single customer account. This screen is used to: Add new accounts View Manage existing accounts A customer account can be uniquely identified by Customer Account ID


Customer Account
Customer account screen is divided into 14 views : Customer Account Data. It stores general data about customer like Name, Customer Account Id. Details for Customer Driven Billing It stores billing related information like: Nextbill Date, Bill Cycle, Bills Per Statement and so on. Additional Information It stores personal information about the customer like: Date Of Birth, Marital Status, Employer, Nationality and so on.


Customer Account
Correspondence Address It stores correspondence address of the customer. Communication Data It stores the communication data which includes: E Mail Mobile Phone Fax Notes It stores the notes which includes any comments about the customer. Addresses It stores details of various addresses of the customer with a facility of editing them. Relationship to Accounts It represents relationship of customer account with any other entity in the system.


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


Create Customer Account

Click Edit button to edit the contact Click Save button, to enable Create Customer Account link Click Create Customer Account link, customer account screen is displayed


Customer Account Screen

Click Edit button to edit the Customer Account details. Provide values for all mandatory fields.






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


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 details of the services and other corresponding details. 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.


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 style ID Credit class ID Credit limit Next bill date Payment method ID


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 Notes It stores any comments for the customer. Relationship to Customer account It represents the relationship that this account has with any other entity in the system.


Billing Account
Roles Internet Users Contact Person Billing account Details It stores the details regarding: Payment profile Payments Invoices Bank Guarantee Adjustments


Relationship between Contact, Customer Account and Billing Account Contact

Customer Account

Billing Account

Billing Account

Billing Account


Billing Account Screen

Provide value for all mandatory fields Click Save button to save the Billing Account details.




Sales Order
First service is attached with the billing account through sales order. A sales order is uniquely identified by Sales Order Id Sales order is created for a new service connection. A billing account may have multiple sales order, depending on number of connections sold to the customer. The customer becomes Active only after first sales order for the customer is completed.


Sales Order
Following service categories are defined in the system for new connection: Non OYT General OYT General Non-OYT Special Non-OYT SWS Non-OYT SS Non-OYT-G-SE-DOT OYT Special Tatkal Others


Sales Order
This screen is mainly divided into 8 views: General Data Service Category Processing Data Dates Notes Items Notes Transaction History


Searching Customer Account

Home Page Account Management Account( Search) Provide the search criteria for the customer account. Click Search button. Click the Account Name.


Creating Sales Order

Click Edit button. Click Save button, Create New Orders link appears. Click Create New Orders link, Sales order screen opens.


Sales Order Screen

Provide order details. Click Save button. Click Edit button, Number Avail. Check link enables.


Sales Order Screen

Click Number Avail Check Link. Select the number from the list of available numbers.


Sales Order Screen

Click Yes button to block the number, Number Avail Check link disables. Click Save button to save the order details, status changes to Port Available.


Sales Order Screen

Click Edit List link. Choose the Product Id Select the plans, facilities, accessories from the list of plans. Click Freeze button, Close the popup window. Click Save button, Accessory Avail Check link enables.


Sales Order Screen

Click Accessory Avail. Check, Accessory availability popup appears. Select the accessory. Click the Choose button. Click Save button, Demand Note Link enables.


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.


Sales Order

Check that after receiving payments the order status changes to In Progress. Complete the order in Clarity. Check that order status is changes to Completed.


Service Order
Service Order is created to make any change in the services of an existing customer. There can be multiple service order corresponding to a single connection. Each Service order is uniquely identified by Service Order ID. Connection

Service Order (Facility Provisioning) Service Order (Shift)

Service Order (Accessory Provisioning)


Service Order
Service order is created for any change in existing service. It can be created for any of the following service types: Landline Landline PCO ISDN WLL WLL PCO VSAT UAN UPN Cable E1


Service Order
Service Order can be created for following services types: Disconnect Modify Shift Transfer


Service Order (Modify)

Accessory provisioning Accessory disconnection Facility provisioning Facility disconnection Plan Conversion Change of indicator with choice Change of indicator without choice Category Change Junction to DEL Free to Normal Junction to DEL Free to Normal Temporary to Permanent Temporary Extension Usage code DEL to Junction DEL to VPT Casual Extension Modify Service Change


Service order( Shift)

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


Service order can have any of the following priority: ASAP High Medium Low Service order can have any of following status: Open Submission in progress Cancelled


Service Order Screen

Service Order screen is divided into following Components: General Data It stores generic data about the service order like: Service order ID Description Customer account ID Billing account ID Service category Connection type Reference Objects It holds the Asset Id corresponding to which service order is created Service Category It stores the details like: Service Type Order Type Order Sub Type


Service Order Screen

Reasons It stores various reasons for the order like: Cancellation Reason Nature of shift Disconnection Reason Waitlist Reason Notes It represents various comments for the service order. Deposit Details It stores the deposit related details like: Deposit Amount Amount Paid Receipt Number Deposit Mode


Service Order Screen

Refund Details It stores the refund details like: Refund Amount Refund Type Mode of Payment Processing Data It stores the data regarding the service order like: Priority Status Next Task Service Line Dates It stores the important dates like: Customer Requested Date Posting Date


Service Order Screen

Exchange Data It contains information about exchange like: Circle SSA Code Exchange Code Area Code Exchange Capacity Service ID Data It hold the number details of the customer Safe Custody Details Centrex Details DQ Details Nominee Details Franchisee Details Items Notes Transaction History


Service Order Screen

Home Page Service Orders Service Order (Create) Enter the asset ID. Provide details of service order like Facility Provisioning.


Service Order Screen

Add the facilities to be provisioned in the Plans popup window


Service Order Screen

Save the Service Order Change the Order status to Submission in progress Complete the Order in Clarity.


Thank You.