More information about mySAP Customer Relationship Management 2005
Today companies demand software that helps them realize new business models and integrate them with their existing models. Adjusting software to this company-specific context adds value, enables the outsourcing of entire business processes, and encourages close collaboration with business partners. Such goals require SAP NetWeaver, the high-performance integration platform that enables comprehensive, end-to-end business processes without technology and media breaks along the entire value chain. Available in Q4 of 2005, mySAP CRM 2005 integrates front and back-office processes. It allows users to adjust these processes, and it provides sales and marketing information to all organizational units in the company.
Steps and Scenarios
mySAP CRM 2005 contains 22 self-contained business scenarios in marketing, sales, and customer service. The functionality delivered with mySAP CRM 2005 is based upon best practices, and users can adjust them to company-specific requirements. For example, the quotation and order management functionality helps companies to offer, sell, and deliver products and then invoice customers. If a finished good is sold from the warehouse, the quotation and order management function supports the following business processes: request handling, quotation processing, customer order processing, delivery, billing, and analysis of quotations and orders. mySAP CRM 2005 supports a total of 132 business processes.
Each supported process consists of several process steps that can be linked to other system components. For example, the sales order function can be coupled with a CRM server, SAP Advanced Planning & Optimization (SAP APO), and an ERP solution. With this integration, information on whether a product is in stock or must be produced for a desired delivery date is available as soon as the offer is created in mySAP CRM. In terms of systems and technology, mySAP CRM takes this information from SAP APO.
During the creation of a customer order, an availability check and other process steps need information from back-end systems. For example, an SAP ERP solution checks a customer’s creditworthiness. The credit check process step redirects data from the customer order to the SAP ERP solution and synchronizes it with sales and distribution data. The solution checks the customer’s creditworthiness based upon previous billing and returns the result to mySAP CRM.
For seamless processing, mySAP CRM 2005 controls communications between different system components. Integration is available for all business objects used in mySAP CRM: master data (like customers or products), transaction data (like customer offer or order), price conditions, and user-specific customizing. Strictly speaking, the individual functions and cross-system flows are regulated by the business process management capabilities of SAP NetWeaver, SAP Solution Manager, and SAP NetWeaver Exchange Infrastructure (SAP NetWeaver XI).
During implementation, SAP Solution Manager leads IT staff step-by-step through the settings to be made. Configuration settings in mySAP CRM ensures cross-system consistency. During the entire software life cycle, SAP Solution Manager, which is part of SAP NetWeaver, helps monitor and optimize business processes – from implementation to ongoing operations.
SAP NetWeaver XI handles communications between mySAP CRM and the back-end systems. SAP NetWeaver XI also supports industry-specific exchange protocols like RosettaNet for the high-tech industry. Additional settings can be made with Web services and integrated with CRM applications with standard Web technologies. mySAP CRM enables communication between all business objects over the Web with standard interfaces; data is exchanged using XML or SOAP. This approach enables the use of some long-standing legacy systems in Web services. It revives legacy systems and makes them an integral element of a company’s CRM processes.
The new CRM solution also supports interfaces to leading non-SAP integration platforms like Microsoft BizTalk or IBM WebSphere.
Workbench for Visualization
Analytical functionalities support the ongling business of a company and its long-term success. SAP NetWeaver Business Intelligence (SAP NetWeaver BI) now continuously compares data about business activities to planned figures to show how well a company is reaching its goals. mySAP CRM 2005 also offers fact sheets that enable a 360-degree view of each customer. The fact sheet can display information about the customer’s history and current business relationships, including open orders and deliveries, across the entire life cycle of the customer relationship. Users can select and visualize data, customer information, and evaluations of additional business analyses with a visual workbench. From the workbench, users can trigger activities that correct errors within a business process. Reporting and planning functionalities give users an opportunity to check the success of their activities continuously.
For a CRM solution to become an integral element of business processes, it must be inserted into the day-to-day work of end users. That’s why the mySAP CRM solution is based upon the role-based portal of SAP NetWeaver, SAP NetWeaver Enterprise Portal. It features access to transactions applications and task-related information. The design of the screen interface is even clearer than it was in the previous release. Lists and detailed displays appear on two different screen views. In addition, summaries of documents can be displayed and applications and information can be linked to other tools like groupware and office software. mySAP CRM now has a special integration framework for Lotus Domino and Microsoft Exchange Server. The new framework enables a schedule of CRM activities and process-oriented integration – Microsoft e-mail templates and list exports to Excel.
Customer-centric business processes are subject to continuous change because of market conditions. That’s why CRM application components must be integrated with the appropriate software. mySAP CRM 2005 is based upon SAP NetWeaver, so it enables these modifications, ensuring the company’s success. Its flexible process integration makes it a milestone on the path to SAP’s Enterprise Services Architecture.