SAP CRM Questionnaire
Basic Information
Company Name
Name of Contact Person
Contact email address
Contact phone number
Current SAP R/3 Release
SAP R/3 Modules in Use today
Please List R/3 Modules Currently In Use
Have you implemented Business Warehouse (BW)?
Is Resource Related Billing in use now ?
Is Revenue Recognition used ?
Is Product Configuration used ?
Please name any other Add-ons or Industry Solutions
Basis Information
Database release for Current R/3 Version
Operating System release for Current R/3 System
What is your Hardware Platforms (e.g., HP, IBM, etc.)?
How many systems are in your current landscape (e.g., Development, Quality Assurance,
Production, etc.)?
How large is your current Production Database (in GB)?
What version of R/3 plug-in is in service (if any)?
Do you currently use a Telephony Gateway server ?
Are you using email servers integrated with SAP connect ? If yes, which email system (e.g.,
Outlook, etc.)?
Current CRM Database Size?
Database release for Current CRM?
What is your CRM Hardware Platforms (e.g., HP, IBM, etc.)?
What is your current OS for CRM?
Please explain the system Landscape
Info about Current mySAP CRM systems (if any)
mySAP CRM Current version
Is ASAP CRM implementation methodology used?
Any other components integrated with CRM ?
Is IPC currently used?
What CRM modules are currently implemented?
Are you considering implementing additional modules? If so, please list modules.
Size of Current SAP Team and Availability of SAP Resources
What is the size of your existing SAP support team (e.g., Basis,Functional, ABAP etc.)?
Do you have experienced SAP Basis 6.10 (Web Application Server) resources?
Do you have experienced Java developer resources?
CRM Data Conversion or Replication (if any)
Customers / Business Partners
How many customer records in SAP R/3 to be converted?
How many customer records in non-R/3 system to be converted?
Product Masters
How many product master records in SAP R/3 that will be converted?
How many product master records in non-R/3 system to be converted?
Lead Data
How many Lead/Opportunity records will need to be transferred into SAP CRM?
Pricing Data
Are you using User-Exits heavily in the R/3 Pricing sub module?
Are Formulas, Routines and Requirements used in R/3 Pricing ?
Have you made any System Modifications? If so, please describe.
Legacy Systems and their Migration
Do you have legacy Sales Force Automation systems? If so, will data from those systems need
to be transferred to SAP CRM?
Do you have legacy Call Centers? If so, will data from those systems need to be transferred to
SAP CRM?
Do you legacy Lead & Opportunity Management systems? If so, will data from those systems
need to be transferred to SAP CRM?
External Systems and Integration issues
Do you have Business-Critical External systems? If so, please describe.
Do you have plans to integrate those systems with mySAP CRM ?
Interaction Center
Do you have a current call center? If so, how many?
How many Customer Service Representatives (CSRs) do you employee ?
Do you have specialty service call centers? If so, please describe.
Do you wish to use Computer Telephony integration with the SAP Customer Interaction Center
(CIC)?
Is Automatic Number Identification database is currently in scope?
Is Dial Number Identification Service in scope?
Is Action Box (used to access R/3 transaction from CIC) in scope?
Any search option requirements other than out of box search options ?
SAP Enterprise Portals
Is SAP Enterprise Portals in scope for CRM?
Knowledge Base
Do you currently have a corporate knowledge base (e.g. product technical details, service details,
FAQ, how-to documents, manuals, problem history, etc.)?
Training Requirements
Please Explain the User training methods used in Previous ERP or CRM implementations.
How many Owners, Super Users, and standard users got trained during CRM 2.OB
implementation?
Do you have additional training Requirements? If so, please describe.
Project Constraints
What are the budgetary constraints for this project?
What are the resource constraints for this project?
What are the timeline (duration) constraints for this project?
Additional Comments
uestionnaire
Answers
SAP CRM Questionnaire
Questions relevant for CRM Upgrade from 2.0B or 2.0C to release 3.0
Master Data
Is Customer Master Data between R/3 and CRM in Sync?
Which is the Lead system for Business Partner?
Is Product Master Data between R/3 and CRM in Sync?
Are Account groups and Number ranges fully Mapped between R/3 &CRM?
Do you have any issues regarding Master data ?
Data Cleansing Requirements if any?
Is Business Data Tool (BDT) Set used any time to modify Business Partner screens ?
Do you have BP screen modification requirements ?
Any BP archiving needed ?
Product Catalogs
Are you using Product catalogs and product categories ?
Is Installed Base at Customer Maintained in R/3 or CRM systems ?
Pricing Data
Is the current Down load of Condition tables and relevant Pricing data from R/3 to CRM
successful ?
What kind of issues encountered during download if any?
Is Internet Pricing and Configurator (IPC) used ?
Interaction Center
How many call centers are operating ?
How many Customer Service Representatives (CSRs) do you employee ?
Do you have specialty service call centers?
What systems are currently used by Customer Service Representatives? Please include the SAP
functional areas like SD Display Order, Display Invoice, Customer Master Maintenance, Product
database, FAQ, non-SAP systems, etc…
Do you use Computer Telephony integration with the SAP Customer Interaction Center (CIC)?
Is Automatic Number Identification database is currently in place ?
Is Dial Number Identification Service in use ?
Is Org Management is integrated with CIC ?
In bound Telesales and Outbound Tele Sales components Configured?
Is Reminder and interactive scripting used
Is Product Catalog is integrated with CIC ?
Are you using Action Box config to access R/3 transaction from CIC ?
Any Partner Determination Configuration done ?
Are you using CIC for Marketing and Campaign Management ?
Is Web, email and Chat channels currently used ?
Any search option requirements other than out of box search options ?
Knowledge Base
Do you currently have a corporate knowledge base (e.g. product technical details, service details,
FAQ, how-to documents, manuals, problem history, etc.)?
Training Requirements
Please Explain the User training methods used in Previous ERP or CRM implementations.
How many Owners, Super Users, and standard users got trained during CRM 2.O
implementation?
Do you have additional training Requirements? If so, please describe.
Project Constraints
What are the budgetary constraints for this project?
What are the resource constraints for this project?
What are the timeline (duration) constraints for this project?
Additional Comments
uestionnaire
Answers
Functionality
Customer Engagement
Marketing Planning
Market Research
Marketing Plan Development
Marketing Calendar
Targets/Goals Planning
Resources and Budget Planning
Support Corporate Brand Development
Market Opportunity Discovery
Marketing Plan Optimization
Customer Behavior Modeling
Product and Brand Planning
Collaborative Planning
Exchange of Customer data with Agencies
Campaign Management
Campaign Planning
Customer Segmentation
Multi Channel Campaign Execution
Gen. of Call Lists & Personalized Emails
Agent scripts, e-mail templates, ...
Event Management
Campaign Optimization
Product Allocations
Customer Specific Pricing
Success/Failure Analysis
Target Group Analysis
Campaign Response Analysis
Campaign Return of Investment Analysis
Joint Event Management
Campaign Outsourcing
Telemarketing
Call List(s)
Script Design
Outbound Calling
Automated Call Support
Multi-channel Interaction
Interactive Scripting
Interaction & Transaction Support
Activity Management
Logging
E-Marketing
Content Development
Personalization Engine
Authoring & Staging Tool
Multimedia product catalog
Open Catalog Interface (OCI)
Multi Vendor Catalog Management
Personalized Product Recommendations
Email Campaigns
Cross Selling
Up Selling
Visitor Recognition
Personalized Product Recommendations
Bestseller Lists
Lead Management
Address Management
Duplicate Clearing
Lead Generation
Lead Routing
Lead Qualification
Lead Response Tracking & Monitoring
Lead Generation Analysis
Lead Qualification Analysis
Lead Channel Analysis
Lead Product Analysis
Lead Return on Investment Analysis
Joint Lead Management With Business
Partners
Lead Generation from 3rd party systems
Transact
Sales Planning
Org.-Management
Territory Management
Change Management
Sales Budget
Sales Activity Planning
Pricing Definition
Incentive & Commission Management
Key Account Planning
Monitoring of Plan/Targets & Actual
Multidimensional Analysis
Strategic Sales Planning
Joint Sales Planning
Demand Planning
Catalog Exchange
Account & Contact Management
Business Partner Management
Customer Hierarchies
Contract & Agreements
Activity Management
Business Partner Cockpit
Monitoring of Customer Related Key
Performance Indicators
Product Recommendation
GIS (Geographical Information System)
Analysis
Personalized Catalog Views
Catalog with Advanced Search
Self Service for Registration, Address
change, etc.
Contract Management
Opportunity Management
Sales Methodology
Sales Assistant
Opportunity Qualification
Opportunity Assessment
Activity Management
Product Configuration
Activity Monitoring
Competitor Analysis
Opportunity Pipeline
Product Analysis
Buying Center Analysis
Win-/Loss Analysis
Joint Opportunity Management
Teleselling
Assess Qualification of Agents
Scheduling of Interaction Center Agents
Call List(s)
Script Design
Outbound Calling
Automated Call Support
Multi-channel Interaction
Interactive Scripting
Interaction & Transaction Support
Target Group Specific Cross- & Up Selling
Activity Management
Logging
E-Selling
Shopping Basket Management
Quick Order Entry
Order Templates
Product Configuration
Pricing Engine
Rule Based ATP Check
Intelligent Agent
Request for Quotes
Contracts
Rule Based Auctioning
Auction Management
Bidding Cockpit
Tax Calculation
E-procurement Integration
Marketplace Connectivity
Collaborative Selling
Customer Service Center
B2B / B2C Templates
Web Shop design
Shop Management
Customer Services
Field Sales
Synchronization of Data
Business Partner Management
Contract & Agreements
Activity Management
Monitoring of Customer Related Key
Performance Indicators
Product Configuration
Product Recommendation
GIS (Geographical Information System)
Analysis
Opportunity Management
Order Acquisition
Order Acquisition
Inquiries
Quotations
Sales Orders
Sales Contracts
Leasing Contracts
Product Configuration
Product Proposals
Cross- / Up Selling
Pricing
Tax Determination
Product Availability
Commission Management
Monitoring Orders
Analysis of Pricing
Order Templates
Real Time Credit Card Authorization
One Step Buy & Sell
Service Contracting
Fulfill
Fulfillment Planning
Availability of Dates & Quantities
Delivery & Shipment Dates
Freight Cost Estimation
Foreign-Trade
Transportation Type
Vehicle Scheduling
Payment Terms
Billing Plan
Revenue Recognition
Shipment Tendering
Transportation Marketplace
Logistics Management
Reservation of Product
Delivery
Handling Unit Management
Picking & Goods Issue
Transportation
Freight Cost Calculation
Complaints
Vendor Managed Inventory
Backorder
Work List
Backorder Monitoring
Transportation Monitoring
Online Order Tracking
Shipment Tendering
Advanced Shipping Notification (Web)
Proof of Delivery
Multiple Shipping Profiles
Credit Management
Credit Check
Payment Card Processing
Saved Shopping Basket
Payment History
Credit Risk Analysis
Consolidated Billing
Clearing House Integration
Billing
Single and Collective Billing
Order and Delivery related Invoices
Credit and Debit Memos
Pro Forma Invoice
Cancellation
Rebate Agreements
Invoice Lists with Factory Discount
Billing Due List
Work List for Billing Processing
Intercompany Billing Processing
Electronic Bill Presentment
Connection with Freight Calculation
Connection with Tax Calculation
Incentive & Commission Management
Compensation Planning
Product Based Compensation
Sales Targets
Sales Force Organization Management
Personal Compensation Information
Analysis of Sales Force Effectiveness
What-if Compensation Analysis
Collaborative Compensation
Service
Service Planning
Generation of Call- & Email-Lists
Service Products
Activity Management
Proactive Service
Long Term Resource Planning and
Forecasting
Resolution Statistics
Cost Analysis
Profitability Analysis
Workload Planning
Product Lifecycle Monitoring
Order Analysis
Joint Service Planning
Customer Care & Help Desk
Service Request Management
Complaint / Return Material Authorization
Mgmt.
Appointment Offering
Service Level Agreements
Activities Management
Service Contracts
Business Partner/Contact Management
Customer & Service History
Escalation & Workflow
Resolution Statistics
Cost Analysis
Product Lifecycle Monitoring
Call Logging
Interactive Script Evaluation
Call Statistics
Session Replay
Voice over IP
Contracts & Installed Base Management
Installation Maintenance
Component Monitoring
Partner Management
Contract Management
Component Address Management
Status Management
Serialization of Products
Service Order Visibility
Installation Comparisons
Version Control
Warranty Processing
Customer Portfolio Analysis
Quality Monitoring
Cost Analysis
Customer Self Service
Enterprise Intelligence
Case Based Reasoning
Solution Database
Search Engine
Interactive Intelligent Agent
Natural Language Navigator
Frequently Asked Questions
Order Processing for Search Results
Summarizer
Score Analytics
Self Service Solution Finder
Online Service Requesting
Co-Browsing
E-Service
Online Order Status
Real-time Order Tracking
Display Invoice
Return Handling
Form Based Service Requests
Service Marketplaces
FAQ
Call Back
Co-Browsing
Page Push
e-Mail
Chat
Field Service / Dispatch
Order Management
Resource Planning
Remote Dispatching
Customer & Service History
Billing/Invoicing
Time, Material, Expense Confirmation
Contract Management
Available to Promise Check
Status Management
Employee Availability
Time Zone Control
Advanced Shipment
Inventory Management
Mobile- & Paging Usage
Team Performance Analysis
Workload Analysis
Order Analysis
Profitability Analysis
Customer Order Tracking
Work Confirmations
Online Invoice Display
Systems
Brief Description of the functionality required
In the Customer Engagement phase, the main capabilities refer to the areas of
Marketing and Sales. Marketing Analytics include market exploration, marketing
planning, lead analysis and campaign planning & optimization, allowing to gain insight
about market and customer characteristics and apply it to plan and optimize
marketing processes. Campaign Management enables complete marketing
campaigns, including planning, content development, audience definition, market
segmentation, and communications. Telemarketing facilitates the actual lead
generation and qualification through a variety of channels. It includes list management
and supports the execution of the actual contacts. E-Marketing enables
implementation and execution of personalized, real time, mass marketing campaigns
over the internet starting with identifying, attracting and differentiating the target
prospects, and then interacting with them by offering customized content and
products. Lead Management allows to develop new leads through lead qualification,
routing and tracking, eventually passing them on as sales opportunities taken over by
opportunity management.
Marketing Planning/Analytics includes market exploration, marketing planning, lead
analysis and campaign planning & optimization, allowing to gain insight about market
and customer characteristics and applying it to plan and optimize marketing
processes.
Use information and data from history and/or third party vendors in order to get an
idea about market potential and potential success of (new) product and/or sales-
organization. BW
Create a marketing plan with a structured hierarchy of campaigns. Plan budgets,
channels and decision workflows.
Calendar with entries of all campaign relevant dates - approvals, events, activities,
tasks and deadlines.
Numerous predefined key figures are available in Marketing Planning and Campaign
Management. The key figures are defined from a business point of view in the key
figure catalog of the Strategic Enterprise Management Corporate Performance
Monitor. The mySAP CRM hierarchy node was created in this catalog. It contains the
following three groups: Marketing monitoring key figures, Marketing performance key
figures and Marketing monetary key figures. All key figures are transferred to the
Business Information Warehouse and are available to the Info Cubes and Queries for BW
carrying out specific analysis. SEM
Marketing managers can plan, structure, and budget their marketing plans via the
marketing manager Workplace - creating for example chronological, product-
oriented, or customer-oriented planning structures. Integration with office productivity
solutions allows the marketing manager to plan budgets and schedule using familiar
tools such as Microsoft Excel and Project. Microsoft Project can be used (online or
offline) as an alternative (optional) interface for detailed marketing planning. The BW
planned budgets and KPIs can then be matched in the Business Information SEM
Warehouse against actual values coming directly from operational systems, such as R/3-CO-PA
mySAP CRM and mySAP Financials. MS Project 2000
Creating a corporate brand needs a structured way of campaigns, promotions and
activities based on definitions and information.
Discover new market opportunities through analysis of customer behavior, interaction
history and external data. BW
Use the right marketing mix of indicators like customer target segment, channel, time
and/or budget. BW(2.1C)
Use data about customer behavior in purchasing and interacting with the vendor in
order to find patterns or to improve processes. BW
Plan, define and describe product and brand relevant information like naming,
description, activities, etc.
Joint planning of campaigns together with external agencies or groups. EP (5.0)
Interfacing to other (legacy) systems - being able to create and read exchange-files
with support of open standards.
Campaign Management - enables complete marketing campaigns, including
planning, content development, audience definition, market segmentation and
communications.
Planning of campaigns - define budget, target group, channel, etc. The campaign
manager is responsible for the actual planning, execution, and monitoring of
marketing campaigns. To accomplish these tasks, BW provides Business Content BW, SEM for KPI
information in the form of workbooks. Each task corresponds to a cluster of one or planning
more workbooks. The workbooks contain one or more queries that yield the relevant R/3-CO/PA for
information (e.g., Marketing Key Figure Planning – Costs/Revenues vs. Actual, etc.) actuals
Create (interactive) target group for dedicated set of campaigns. "Play" with attributes
like gender, age, geographic area, historical transactional data (sales orders, BW for historical
activities) etc. transactional data
Execute campaigns through the various dedicated channels like newspaper, internet
(e-mails), direct contacts, etc.
Create Call Lists for Telemarketing outbound campaigns and generate set of email-
addresses for personalized internet campaigns.
Create material for interaction with target customer segment: e.g. scripts for
Telemarketing outbound campaigns and templates for personalized emails for
internet campaigns.
Setup, execute and track event-relevant information.
Optimize campaigns regarding costs, effectiveness, channels, etc. BW
Allocate products for reseller-channels according to planned sales.
Pricing and conditions according to customer specific profile. IPC
Ongoing tracking and monitoring of predefined goal-relevant key performance
indicators. BW (2.1C)
Analyze members of target group for specific campaign. BW (2.1C)
Monitor response "feedback" of ongoing or planned campaign. Therefore use for
example sample groups. BW (2.1C)
Analyze return of monetary investments of a campaign. Look at planned/actual
budget, take revenue of related orders into account. Requires BW release 2.1C or
higher BW (2.1C)
Collaborative management of joint marketing events. Therefore use common
information of defined campaigns. EP (5.0)
Let another group (internal or external) or organization plan and/or execute a defined
marketing campaign. EP (5.0)
Telemarketing - facilitates the actual lead generation and qualification through a
variety of channels. Includes list management and supports the execution of the
actual contacts.
In the Call List workspace component you see the Call Lists that are assigned to you.
When you choose the one you want to work with, a new workspace/tab containing the
contents of the Call List is brought up. You can preview information about each call.
Design and create outbound campaign script for interaction center agents.
The system will initiate calling the number assigned to the call list item you choose to
dial CTI
Business Partner Search will reflect relevant Business Partner information. If a
specific Interactive Script is assigned to the Call List, this script will be launched in the
Application Area. If an Activity is pre-assigned to the Call List item, this Activity will be
filled in the Activity workspace component.
Use various channels to reach business partner: telephone, email, SMS, etc.
With Interactive Scripting you navigate easily through a tree structure of questions.
You select appropriate answers based on the called Business Partner's replies. You
may also launch required business functionality from the Interactive Scripting
component.
You can access your most commonly-used transactions and functions to process the
call quickly and efficiently. Depending on the purpose of the call, you may want to
create a Sales Order, Service Request or something else. You can view a list of
historic business object data (Sales Orders, Activities, Services Requests and other
objects) for the current business partner in the Interaction History component.
During the call, or once the call is completed, you maintain the Activity if required.
The system creates comprehensive logs of all actions performed during the call. CTI
E-Marketing - enables implementation and execution of personalized, real time, mass
marketing campaigns over the internet starting with identifying, attracting and
differentiate the target prospects, and then interact with them by offering customized
content and products.
Define and create content for the web - products, descriptions, etc. ISA
Rule-based personalization of content. ISA
For publishing of marketing documents. ISA
Various multimedia objects (e.g. graphics, documents, audio and video files etc.) can CRM Knowledge
be assigned to products. Unlimited use of hierarchies and catalog variants (e.g. Base (part of
possibility to copy hierarchy nodes and use those in positions in the catalog); multi Enterprise
language, multi-currency, multi-country, multi-units of measures. Intelligence)
It is possible to import and export existing catalog data via XML (e.g. from third party
catalog to product master). Interface to connect the Internet Sales catalog to an e-
procurement system. Interface to connect third party catalogs to the Internet Sales
(future release). ISA
Products from multiple vendors are presented on the Web by maintaining a common
multimedia product catalog.
Information and product offers according to customers target group.
Internet Sales integrates with the template based personalized emails of mySAP
CRM Campaign Management, which also allows for automated campaign monitoring
and profitability assessment. ISA
Internet Sales provides target group specific cross-selling relationships between
products, which can be defined based on analytical data from Business Intelligence or
on explicit knowledge of the marketer. ISA
Up-Selling relationships can be defined by a marketer which then show up in the web
shop. ISA
Visitors are greeted by Name and can be identified by a referencing URL. ISA
Target group specific recommendations can be automatically generated from
Business Intelligence analysis or manually entered by a marketer. BW (2.1C)
Bestseller lists based on various criteria, e.g. best selling products last week, catalog
area, etc. BW
Lead Management - allows to develop new leads through lead qualification, routing
and tracking, eventually passing them on as sales opportunities taken over by
opportunity management.
Manage contact (address) information from business partners
Identification: 3rd
Find and manage duplicated business partner in master-data. party software
Generate leads (contact data plus additional information for potential sales
opportunity).
Bring the lead to the right employees (e.g. telemarketing organization) and/or partners
in order to qualify it further.
Get more relevant information about the potential sales opportunity to qualify it for the
sales team. Survey Suite
Get information about where the lead came from. Lead is typically a "feedback" or
response of a marketing campaign. So tracking and monitoring the lead and the
potentially generated opportunity gives closed-loop information for marketing tasks. BW
Displays the whole process of generating leads: campaign, channel, product, price,
etc. BW (2.1C)
Displays the whole process of lead qualification: basic information, routing process,
sources of additional data, etc. BW (2.1C)
Displays the channels where leads came from: Web analytics, response rates, etc. BW (2.1C)
Displays analytic data regarding the product that the lead refers to. BW (2.1C)
Analyze returns of monetary investments of a lead. Look at planned/actual budget of BW (2.1C)
campaign, and take revenue of related orders into account. R/3-CO/PA
Collaborative management of (joint) leads. Therefore share relevant information with
dedicated business partner. EP (5.0)
Use other (external) systems for lead generation and include them in marketing/sales
process.
In the Business Transaction phase, capabilities center mainly around Sales,
comprising support for all activities and processes that have to do with selling to a
customer and taking orders. · Sales Analytics - include sales and profit planning,
pipeline/sales funnel analysis, sales cycle analysis, sales organisation analysis and
allow to optimize sales processes. · Account & Contact Management - enables to
manage monitor and track all information that is relevant about customers and
business partners. · Opportunity Management - provides sales tracking and sales
forecasting; helps plan and manage sales approaches, identifies key decision
makers, and estimates potential-to-buy and potential closing dates. · Telesales - via
the Interaction Center manages inbound and outbound calls and efficently supports
sales activities over the phone. It handles high call volumes and integrates sales
information from enterprise systems and product information from online catalogs. ·
Field Sales - delivers key customer and prospect information to sales personnel in
the field, facilitates planning and maintenance of sales activities, such as
appointments, visits, and calls, and provides activity reports. Field Sales also creates
Sales Analytics - include sales and profit planning, pipeline/sales funnel analysis,
sales cycle analysis, sales organization analysis and allow to optimize sales
processes.
Setup and manage the sales organization and territory in order to serve the customer
and prospects best.
Define and plan which sales team should be directed to which customers.
Support change of organizations.
BW
Setup and manage sales budget. R/3
Plan sales activities
Define pricing dedicated to sales situation. IPC
Manage incentives and commissions for sales people. Incentive and Commission CRM-ICM
Management itself is done on SAP R/3. R/3(4.7)-FI
BW (2.1C)
Mobile Client for
Plan Key Account activities: Sales team, dedicated items, etc. KAM
BW (2.1C)
Have a look at planned/targets and actual sales related key performance indicators. SEM
Analysis of Sales-plan in various combinations. BW
Plan sales activities on a more strategic level. Get balanced scorecards (key BW
performance indicators) from management. SEM
Collaborate planning of sales together with business partners. EP (5.0)
Planning of the demand chain starting from customer and market demand of
products.
Exchange sales planning relevant catalog information with other parties of sales
process.
Account & Contact Management - enables to manage monitor and track all
information that is relevant about customers and business partners.
Prospects - Customers - Competitors - Partners - Employees
Example: is subsidiary of, belongs to common holding, etc.
Sales contracts and agreements about products and services.
Manage all activities referring to sales/opportunity process.
Show all relevant information about and related to a business partner enhanced with
a dedicated set of functionality.
Displays business partner figures like number of employees, revenue, buying
behavior, satisfaction, etc. BW
Recommend a product to a specific customer situation based on his contracts,
installed base, etc.
BW
3rd party GIS
Display analytical information with relevance to geographical data in a map. Examples software (I.e.
are market potential analysis, sales territory coverage, etc. ESRI)
Have a specific view on dedicated products and catalog information.
IIA (part of
Enterprise
Powerful search capabilities to easily find products in a catalog. Intelligence)
Use e-Service Internet access to register and change data and to start and track
activities and requests. ICSS
Manage sales and service contracts.
Opportunity Management - provides sales tracking and sales forecasting; helps plan
and manage sales approaches, identifies key decision makers, and estimates
potential-to-buy and potential closing dates.
Support the sales process with usage of a Sales Methodology. This is based on a
template approach which allows to define and use various existing Sales
Methodologies.
The Sales Assistant component supports run through the sales/opportunity process. It
helps to assess sales stages by asking a couple of questions to the salesmen.
Qualify opportunity situations. Get all relevant information about it in order to drive it
through the sales cycle. Involve the right members of the sales team.
Assess opportunity situation and rank the winning probability.
Manage all upcoming and planned activities; sales calls, appointments, meetings,
tasks, etc.
Configure products and variants due to customer specific requirements. Use
customer specific pricing based on situation, business rules and contracts. IPC
Monitor activities of whole sales team in order to improve and optimize sales process.
Document and use competitor information about involvement in the opportunity. Use
all relevant information about competition behavior.
See selected list of opportunities and their different sales stages. Sales managers
need a quick overview of which opportunities in their area are in which phase in order
to spot any potential problems or delays. BW
Analyze product in the context of the sales cycle. BW
Collect relevant information about the buying center for an opportunity (i.e., who is
decision maker, who is influencer, etc.). BW
Analyze win-/loss situations, further optimizing sales cycles. In order to plan which
customers should be targeted, or to see where your company is having difficulty
generating sales, sales managers need to analyze which opportunities lead to sales
orders and which are not successful.
This query therefore provides you with a lists of opportunities per employee or sales
organization with their status (won or lost) and the reasons for this status, as set by
the employee. BW (2.1C)
Collaborative opportunity management together with external business partners who
have access to all relevant information which are needed to close the deal. EP (5.0)
Teleselling - via the Interaction Center manages inbound and outbound calls and
efficiently supports sales activities over the phone. It handles high call volumes and
integrates sales information from enterprise systems and product information from
online catalogs. Additional software components needed include Computer
Telephony Integration (CTI) ,Telephony Gateway and Switch.
In order to run sales calls, agents need to have the right knowledge about e.g.
products, customers, and more. You can check this qualification by an agent
assessment. CIC-WFM
A central task of an Interaction Center Manager is the scheduling of his agents.
Therefore he needs to have a lot of information about skills, availability times and
more which helps him doing this action item. CIC-WFM
In the Call List workspace component you see the Call Lists that are assigned to you.
When you choose the one you want to work with, a new workspace/tab containing the
contents of the Call List is brought up. You can preview information about each call.
Design and create outbound sales script for interaction center agents.
The system will initiate calling the number assigned to the call list item you choose to
dial. CTI
Business Partner Search will reflect relevant Business Partner information. If a
specific Interactive Script is assigned to the Call List, this script will be launched in the
Application Area. If an Activity is pre-assigned to the Call List item, this Activity will be
filled in the Activity workspace component.
Use various channels to reach business partner: telephone, email, SMS, etc.
With Interactive Scripting you navigate easily through a tree structure of questions.
You select appropriate answers based on the called Business Partner's replies. You
may also launch required business functionality from the Interactive Scripting
component.
You can access your most commonly-used transactions and functions to process the
call quickly and efficiently. Depending on the purpose of the call, you may want to
create a Sales Order, Service Request or something else. You can view a list of
historic business object data (Sales Orders, Activities, Services Requests and other
objects) for the current business partner in the Interaction History component.
When an agent talks to a customer in order to sell a product, he can Cross- and up
sell with the help of information and recommendations he gets from the system.
During the call, or once the call is completed, you maintain the Activity if required.
The system creates comprehensive logs of all actions performed during the call. CTI
E-Selling - provides comprehensive capabilities for selling products and services via
the Internet while creating a new, strategic sales channel. Covering all phases of the
sales cycle, sophisticated product selection, multimedia product catalogs, advanced
personalization, online product configuration, convenient shopping basket
management, secure transactions, complete order status checking, as well as
payment processing and fulfillment are supported. Contract completion, intelligent
web analytics and a flexible web design based on state-of-the-art technology tops off
the solution.
Goods can be picked from the catalog and put into and removed from a virtual
shopping basket (shopping cart). Once the customer has found everything he wants
to order, he can order the whole shopping basket.
In the B2B scenario customers can directly enter the product/article number without
having to navigate through the catalog.
Customers can create templates that can be used for later/recurrent ordering.
Customers can configure products online, view the corresponding price and order.
Requires IPC. IPC
Standard pricing, pricing according to contracts and pricing of configurable products is
supported. IPC
Rule based ATP (available to promise) check supports availability check across
multiple plants (e.g. if product is not available in plant A, check in plant B) and offers APO (advanced)
product substitution (e.g. product X is not available, offer product Y). or R/3 (simple)
"Product Advisor"
(3rd party
Automated individual and interactive consultant to get the requested products. software)
Create quotation to retain the order conditions for a certain period of time.
The agreements of value and quantity contracts are available in Internet Sales.
Customers can call off products from these kind of contracts.
The seller can create forward, full-lot auctions with or without reserve price. For the
future release other auction mechanism such as broken-lot, bid-increment etc. could
be incorporated in the current solution.
Catalog products can be put up for auction using Internet Sales. The buyer, based on
his target group, can be invited via email to participate in the auction.
The seller can modify the auction states. The progress on the auction item can be
tracked both by the seller and the bidder(buyer).Both can see the bid history on each
auction with their own specific views.
TTE (Tax
Transaction
Engine)
3rd party tax
software (I.e.
Automated calculation of country specific taxes to get the gross price of the order. Vertex, Taxware)
One-step-business via the standardized catalog interface. EBP (3.0)
Using Internet Sales as an on-ramp to Marketplaces.
Multiple suppliers merge and meet with a large number of customers at a common,
institutionalized place on the Internet. EP (5.0)
Call center, chat, call back, voice over IP, co-browsing, e-mail and page push are
supported CIC, CTI
Complete preconfigured templates for B2B and B2C scenarios
Creative and flexible Java based Web design.
Comprehensive tools for intelligent Web shop management.
Order status check, invoice status, change address, ship to locations, etc. ICSS
Field Sales - delivers key customer and prospect information to sales personnel in the
field, facilitates planning and maintenance of sales activities such as appointments,
visits, and calls, and provides activity reports. Field Sales also creates quotations and
takes orders. Mobile Sales - supports the field sales force using mostly autonomous
mobile devices - Handheld Sales - enables the usage of lightweight, wireless devices
in an efficient manner.
Synchronize all Salesmen-dedicated information to the field personnel: Business
Partner, Contracts, Products, Installed base, Pricing, Activities, etc.
Use Salesrep-dedicated information about Prospects - Customers - Competitors -
Partners - Employees.
Sales contracts and agreements about products and services.
Manage all activities referring to sales/opportunity process.
Display business partner figures like number of employees, revenue, buying behavior,
satisfaction, etc. For disconnected mobile solution these kind of reports need to be
prepared in the center component which has access to the needed data. BW
Configure products and variants due to customer specific requirements. Use
customer specific pricing based on situation, business rules and contracts. IPC
Recommend a product to a specific customer situation based on his contracts,
installed base, etc.
BW
Display analytical information with relevance to geographical data in an easy to 3rd party GIS
understand way in a map. Examples are market potential analysis, sales territory software (I.e.
coverage, etc. Requires GIS software (e.g., ESRI, etc.). ESRI)
Opportunity Management provides sales tracking and sales forecasting; helps plan
and manage sales approaches, identifies key decision makers, and estimates
potential-to-buy and potential closing dates.
Order Acquisition - supports the order acquisition and order entry process of products
and services by using product proposals, quotations, tax determination and product
availability checking capabilities.
Order Acquisition - supports the order acquisition and order entry process of products
and services by using product proposals, quotations, tax determination and product
availability checking capabilities.
Creation and management of Inquiries.
Creation and management of Quotations.
Creation and management of Sales Orders. Sales Orders can be generated from
Quotations.
Creation and management of Sales Contracts.
Creation and management of Leasing Contracts.
Configure products and variants due to customer specific requirements. IPC
Propose a product to a specific customer situation based on his contracts, installed
base, etc.
During order process the system provides cross- and up-selling information and
proposals.
Customer specific pricing based on situation, business rules and contracts is provided
by the system. IPC
TTE (Tax
Transaction
Engine)
3rd party tax
software (I.e.
Country-specific tax determination is supported by the system. Vertex, Taxware)
Available to Promise (ATP) - Check, if promised product is in stock and when can it
be delivered APO or R/3
CRM-ICM
Manage commission payments for sales people (link to back office functionality). R/3(4.7)-FI
Have a look at the list of order information in order to get status-information.
Pricing analysis is possible at the time of Pricing the document or Item. Analysis is IPC
possible for Customer preferred prices and applicable discounts. BW
Predefined Order Templates can be used.
3rd party credit
card processing
Check credit rate real time. software
Link buying- and selling business-process together into an one step buy and sell
transaction.
Create and sell Service Contracts during order entry.
Order Fulfillment is about monitoring the complete order life-cycle process. mySAP
CRM supports this phase with the following key functional capabilities: · Fulfillment
Analytics - include supply chain and financial analysis, providing the capability to
better understand and optimize fulfiment processes. · Logistics Management -
provides the ability to track and trace orders at all points along order management,
manufacturing, distribution, and service processes; proactively notifies customers of
changes that affect delivery by allocation of resources in real-time at the front-end,
includes real-time access to inventory levels, production capacity, and lead-time
requirements across the entire supply chain. · Credit Management - provides credit
check with use of information about payment history and credit risk analysis · Billing -
provides information about customer contracts, rebates, billing status, and accounts
Fulfillment Planning - include supply chain and financial analysis, providing the
capability to better understand and optimize fulfillment processes. Fulfillment itself is
done in SAP R/3 (or any back end ERP system). R/3
Check whether ordered products are available and can be delivered on time. APO or R/3
Get delivery and shipment date proposals from fulfillment system.
Use estimated information about Freight costs from fulfillment system.
Get and use information about Foreign trade business rules from fulfillment system
Get information about offered transportation types.
Schedule vehicles for delivery order.
Offer and use a selection of payment terms.
Define and manage a billing plan.
Get revenue information from fulfillment system.
Get information about offered shipments.
Support access to public or private exchanges - transportation marketplaces.
Logistics Management - provides the ability to track and trace orders at all points
along order management, manufacturing, distribution, and service processes;
proactively notifies customers of changes that affect delivery by allocation of
resources in real-time at the front-end, includes real-time access to inventory levels,
production capacity, and lead-time requirements across the entire supply chain.
Logistics Execution itself is done on SAP R/3 (or any back end ERP system). R/3
Get a product reservation through to the fulfillment system. These kind of
reservations could come from a marketing campaign or a VIP customers.
Monitor delivery of products.
Handle Unit Management.
Support pick and pack and goods issue processes.
Define transportation for order.
Use information about Freight costs from fulfillment system.
Support handling of complaints with warranties and product returns.
Let vendor manage inventory of customer.
Support backorder processing.
Create and use work lists.
Monitor backorder processing.
Monitor transportation.
Order tracking via internet e-Service application.
Define shipment.
On demand and pushed shipping information over the web.
Is the order delivered?- Check.
Define multiple shipping options with the relevant information.
Credit Management - provides credit check with use of information about payment
history and credit risk analysis
- Early warning list - Customer specific credit limits - Automatic communication and
process handling - Supporting distributed systems
Authorization CVV (card verification value) check Address verification
Goods can be picked from the catalog and put into and removed from a virtual
shopping basket (shopping cart). Once the customer has found everything he wants
to order, he can order the whole shopping basket. During the shopping the basket
could be saved. ISA
A history of payment processes could be collected and saved.
Analysis of credit risk could be achieved with usage of history information and
external statistical data. BW
Consolidated billing with use of multiple (external) billing engines can be provided.
Integration of clearing house processing is possible.
Billing - provides information about customer contracts, rebates, billing status, and
accounts
Billing can be provided with a bill directly for each billable product/service or in a
collective way with just one bill for a couple of products/services.
Use order- and delivery-related invoices for billing.
Credit and Debit Memos
Support of pro forma invoices possible.
Cancellation of billing.
Usage of agreements on rebates.
Invoice Lists with Factory Discount
Billing Due List
Work Lists for Billing Processing
Support of bill processing over company borders.
Presentation of bills in an e-Service scenario.
Connection of billing to freight calculation possible.
Connection of billing to tax calculation possible.
Calculate and process sales and brokerage commissions related to your product and
service offerings based on Sales Targets. Manage your internal and external sales CRM-ICM
force based on Sales Force Effectiveness. R/3(4.7)-FI
A Compensation Plan defines the different performance measures the employee will
be evaluated and paid on.
Calculate and process sales and brokerage commissions related to your product and
service offerings
Determine bonuses and incentives by comparing achieved results and predefined
objectives
Manage your internal and external sales force, define their contracts, agreements and
the network or organizational structure they belong to
Employees can review their payment amounts and quota achievement
Carry out evaluations of your sales force results by different criteria: related to the
product, region, organization, etc BW
Simulate Incentives and Commissions evolvement based and planned Sales revenue BW
Plan and Manage Business Rules for Joint Opportunity Compensation
The Customer Service phase focusses on Service capabilities, dealing with
everything that has to do with customer service and support. It involves centrally
performed service management functions, remote service via the Interaction Center
and support for a service force in the field. · Service Analytics - include Service
Status and Process Analysis, Service Cost and Profitability Analysis, allowing to plan
and optimize service and support processes. · Customer Care and Help Desk -
supports remote interactions with customers and efficient tracking and resolution of
incidents and service requests. · Installed Base Management - handles the history
and details of customer installations, including warranty processing and quality
monitoring. · Enterprise Intelligence - supports the resolution of issues in a guided
and interactive manner, through the usage of sophisticated search algorithms and
intelligent agents working on an integrated solution database. · Field Service and
Dispatch - delivers and tracks customer and account information for field service
personnel, thus ensuring more rapid and accurate customer service. Provides service
planning and forecasting, scheduling, and dispatching functionality based on tight
Service Planning - include Service Status and Process Analysis, Service Cost and
Profitability Analysis, allowing to plan and optimize service and support processes.
Create Call Lists for Service calls and generate set of email-addresses for
personalized internet interaction requests.
Define and describe Service offering, Products, Contracts etc.
Manage all activities referring to service process: follow-up activities, solving requests
etc.
Get in contact with a customer due to possible upcoming Service needs. These
proactive Services could for example come up because vendor got information about
possible upcoming problems.
CRM-RPT
Long-Term Resource Planning & Forecasting APO
Resolution Statistics BW
Analyze costs of Service BW
Analyze profitability of Service processing. BW
CRM-RPT
Planning of Workload based on (upcoming) Service Requests. APO
Analyze and monitor product lifecycle in order to get prepared for service requests. BW
Analyze orders for potential (upcoming) service issues. BW
Collaborative Service Planning together with (external) Service groups. EP (5.0)
Customer Care and Help Desk - supports remote interactions with customers and
efficient tracking and resolution of incidents and service requests.
Management of Service Requests. Creation of (follow-up) activities.
Handling of Complaints and management of Returns. Requires SAP Business
Workflow.
Offering of appointments for services.
Creation and management of individual Service Level Agreements (SLAs).
Manage all activities referring to service process; follow-up activities, solving
requests, etc
Manage Service Contracts.
Prospects - Customers - Competitors - Partners - Employees
Collect and manage customer information for Service History overview. BW
Process workflows and escalations
Handle resolution statistics BW
Analyze costs of Service. BW
Analyze product lifecycle in order to optimize and plan (upcoming) Service request. BW
Log and save every interaction and transaction with the customer / business partner
in order to get valuable information about future customer behavior. CTI
Evaluation of script dialogs with a customer in order to optimize and improve process.
Provide Call Statistics with use of telephony system, switches, etc. Requires CTI CTI
analytics or BW release 2.1C or higher. BW (2.1C)
Search several sessions based on selectable criteria Play back the customer session
to identify where the customer experienced problems Capture customer actions in the
web shop that can later be analyzed along with historical customer and order data CTI
Request that a customer service representative returns a call Use Voice-over IP
technology instead of a telephone line Choose immediate call-back or call-back
during a time range CTI
Installed Base Management - handles the history and details of customer
installations, including warranty processing and quality monitoring.
Management of Contracts and Installations on customer/business partner site.
Monitor the components.
Manage partner involvement for e.g. installation or support of product.
Manage contracts.
Manage individual addresses of products. For example: machine "A" is in building "1"
and machine "B" is in another subsidiary in another city, etc.
Manage status information of various products and contracts.
Use of Serial Numbers, individual products, etc
Service Order Visibility
Support comparison of different installations.
Support Versioning of products
Provide Warranty processing.
Analyze customer portfolio. BW
Monitor quality of products.
Analyze Service costs. BW
Provide Self service application via the internet for customer and business partner
access. ICSS
Enterprise Intelligence - supports the resolution of issues in a guided and interactive
manner, through the usage of sophisticated search algorithms and intelligent agents
working on an integrated solution database.
From problem to solution with "Case Based Reasoning" methodology support.
Provide Problem-solving Solution Database with specific views for different users
(Filtered Access).
Powerful search capabilities to easily find solutions in a Solution Database.
This component provides another way of finding solutions - It helps navigate through
the database by interactive querying the requester.
Navigate through the Solutions by using natural language.
A list of frequently asked questions (FAQs) can be generated based on real question-
statistics.
Automatic order processing for search results is supported.
The summarizer helps to summarize a solution out of several solution-hints in a
bigger solution text.
Score Analytics provide a feedback mechanism for the quality of solution. This
measurement supports further processing. BW
Online Access to various Solution finder components (e.g. the generated FAQs, etc.). ICSS
It is possible to use predefined Service request forms for online requests over the
internet. ICSS
Jointly browsing/surfing to the right solution in Solution Database can be provided with
this feature. ICSS
E-Service - offers customers, prospects and business partners access to information
and self service functions via the Internet. ICSS
Customers can check the status of their orders directly in the web shop.
Customer can track the actual position of the delivery with external logistics provider
(e.g. FedEx).
Customers can view their detailed invoices directly in the web shop.
Handling of Product Returns via the internet
Creation of forms for service requests. These forms could be used, for example, in
self service internet applications (e-Service).
Link to public and/or private exchanges - Service marketplaces.
A list of frequently asked questions (Fans) can be generated based on real question
and statistics.
multi channel
Request that a customer service representative returns a call Business partner interface server
information (name, phone number) is defaulted Choose immediate call-back or call- (3rd party-AMC,
back during a time range. Genesys)
Customer and agent "share" the same web shop page, usually so agent can show the
customer requested information Used in conjunction with an existing communication
session. SAP Interaction center supports multiple communication channels.
Telephony and e-mail integration are included as well as fax, pager, SMS, web-chat, CIC and 3rd party
co-browsing, or VoIP. software
Agent can send a static file or page to the customer. Used in conjunction with an CIC and 3rd party
existing communication session. software
Customer asks a question via e-mail via "mail-to" and via Internet form is supported
E-mail is routed to the appropriate agent. E-mail integration available for MS
Exchange or Lotus Domino via Simple Mail Transfer Protocol (SMTP) and
SAPconnect. SAP Business workflow may also be required for automated routing of
emails (e.g., to 'person responsible', etc.).
multi channel
Customer requests a chat with an agent. Agents can handle multiple sessions. interface server
Context (data) from the web shop page that the customer is visiting is available to the (3rd party-AMC,
agent. Genesys)
Field Service and Dispatch - delivers and tracks customer and account information for
field service personnel, thus ensuring more rapid and accurate customer service.
Provides service planning and forecasting, scheduling, and dispatching functionality
based on tight integration with fulfillment systems; - Mobile Service supports the field
service force using mostly autonomous mobile devices - Handheld Service enables
the usage of lightweight, wireless devices in an efficient manner
Manage Service Orders (and product orders) on site.
CRM-RPT
Planning of resources (employees and material) APO
Dispatch field service personnel. BW
Use customer and Service history
Bill and invoice on site for services, materials, etc
Service confirmation and feedback about time, material, and expenses supported. CATT
Use and selection of the appropriate contract for delivered service requests.
Check availability of Service (people, material, skills, etc.) APO or R/3
Manage status information of various products and contracts.
CRM-RPT
Information about employee availability APO
Manage organizations in different time zones.
Support advanced shipment capabilities.
Manage inventory.
Use of various mobile technologies in order to communicate with the field service 3rd party
employees. software
Analyze team performance. BW (2.1C)
BW (2.1C)
CRM-RPT
Analyze Workload of individuals and team. APO
Analyze orders for potential (upcoming) service issues. BW
BW
Analyze profitability of Service processing. R/3-CO-PA
Monitor and track customer orders.
Exchange confirmation status information between center and field.
Display invoices on the mobile devices in order to get confirmation and to bill the
service requester.
In Scope Project
(Y/N)? Phase Comments
Brief Description Note:
unless indicated otherwise, all require BW release 2.1C In Scope
Functionality or higher. (Y/N)?
Marketing Planning/Analytics - include market
exploration, marketing planning, lead analysis and
campaign planning & optimization, allowing to gain
insight about market and customer characteristics and
Customer & Marketing Analytics apply it to plan and optimize marketing processes.
Campaign Reporting & Monitoring Get information about the running of the campaign.
Monitor and benchmark the whole process of customer
and business partner engagement. Find improvement
Engage Process Benchmarking potential.
Log and save every interaction and transaction with the
Collect History Interaction Data for customer / business partner in order to get valuable
Customer Profiling information about future customer behavior.
Customer profiles, such as ABC Analysis, provide
insights into customer structures. Customer
scores, such as the assessment of the overall
attractiveness or satisfaction of a customer, offer an
ideal way of forging different aspects into a common
statement. In this way, different aspects can
be weighted differently and used to perform an integral
assessment of the customer. The results
from this assessment can then be used to allocate your
resources in marketing, sales, and service
Customer Profiling to the right customers.
Alert for specific customer situations: before customer
Customer Alerts gets to competition, ...
Enables forging of different aspects into a common
statement. In this way, different aspects of customer in
to one easy to read fact sheet. Note that Business
Customer Fact Sheet Partner Cockpit can be used. Does not require BW.
Analyze how, when, and via which channel the
customer interacts with the vendor. Also available is
Customer Behavior Analysis other information such as buying patterns, etc.
Analyze specifics for the Interaction center channel:
Interaction Channel Analysis time per call and success rate of service requests
Analyze various distribution channels like sales partner,
reseller, ... . Find good combinations of product to
Distribution Channel Analysis channel, price to channel, ...
Have a look at the effectiveness of marketing
Marketing Effectiveness Analysis campaigns: Response rates, response quality, ...
Compare planned with actual data of running marketing
Market Plan Analysis plan.
Analysis based on purchasing and interacting behavior
of customer. RFM stands for recency (date of last
purchase), frequency (date range between purchases)
Recency Frequency Monetary Analysis and monetary (average price of purchases).
Find out and project the "value" of a customer.
Therefore "value" need to be defined. It could be the
Customer Lifetime Value Analysis total purchases during whole life of a customer.
Analysis of Collaborative Engage Analysis of process of joint engagement together with
Process business partner with customers.
Get information about the success of outsourced
Campaign Outsourcing Analysis campaigns.
Measuring the technical aspects and performance of
the Web shop (e.g. reports about hits, server
Web Site Monitoring performance and response time)
Measuring customer activities in a Web shop and
analyze in terms of attraction, conversion. Some
E-Selling Analysis analysis may require 3rd party tools (e.g., Tealeaf, etc.).
Sales Analytics - include sales and profit planning,
pipeline/sales funnel analysis, sales cycle analysis,
sales organization analysis and allow to optimize sales
Sales Analytics processes.
Log and save every interaction and transaction with the
customer / business partner in order to get valuable
Collect Interaction Data information about future customer behavior.
Execute predefined templates for standard reports of
Reporting sales- and customer situations status information.
Monitor and benchmark the whole process of customer
and business partner business transaction segment.
Benchmarking of Transact Process Find improvement potential.
See selected list of opportunities and their different
Pipeline Analysis sales stages.
Analyze Sales organization and the support to this
Sales Org. Analysis phase of interaction cycle.
Analyze Sales Cycle and get information on what's
Sales Cycle Analysis going on and how to improve and optimize run through.
Incentive & Commission Analysis What-if Analysis of Incentive & Commissions in Sales
Get trend information and hints out of customer
Trend Analysis behavior information.
Sales Performance Analysis Analyze Profitability and Sales efficiency.
Analyze and optimize channel usage. Show various
Channel Analysis individual benefits of channels.
Generate target group specific cross- and up selling
rules for products and services, which can be defined
based on analytical data from Business Intelligence or
Real Time Cross- and Up Selling on explicit knowledge of the marketer.
Target group specific recommendations can be
automatically generated from Business Intelligence
Real Time Product Recommendation analysis or manually entered by a marketer.
Pricing and conditions according to customer specific
profile. If there is no customer-specific pricelist there
could exist a general pricelist and/or a couple of
Customer Specific, Synchronized, Rule business rules in order to get the right price for the
Based Pricing specific sales situation.
Fulfillment Analytics - include supply chain and financial
analysis, providing the capability to better understand
Supply Chain & Financial Analytics and optimize fulfillment processes.
Execute predefined templates for standard reports of
Reporting supply chain & financial analytics status information.
Monitoring of Delivery Monitoring of Delivery
Log and save every interaction and transaction with the
customer / business partner in order to get valuable
Capture Customer Interaction Data information about future customer behavior.
Monitor and benchmark the whole process of fulfillment
Benchmarking of Fulfill Process segment. Find improvement potential
Customer Profitability Analysis Analyze profitability of fulfillment processing.
Analyze and simulate value chain in order to optimize
Value Chain Analysis & Simulation and improve process.
Procurement Analysis Analyze procurement processing.
Payment History & Credit Risk Analysis Payment History and Credit Risk Analysis
Service Analytics - include Service Status and Process
Analysis, Service Cost and Profitability Analysis,
allowing to plan and optimize service and support
Service Analytics processes.
Execute predefined templates for standard reports of
Service Reporting Service status information.
Monitor and benchmark the whole process of Service
Benchmarking of Service Process segment. Find improvement potential.
Script Performance Analysis Analyze the performance of scripts.
Get resolution statistics about Enterprise Intelligence
Resolution Statistics functionality.
Cost Analysis Analyze costs of Service
Profitability Analysis Analyze profitability of Service processing.
Workload Analysis Analyze Workload of individuals and team.
Order Analysis Analyze orders for potential (upcoming) service issues.
Analyze customer specific Service requests. Does not
Customer Service Analysis require BW.
Customer Satisfaction Analysis Get an idea about how satisfied a customer is.
Use data about customer behavior in ordering and
requesting services and interacting with the vendor in
Customer Behavior Modeling order to find patterns or to improve processes.
Analyze potential and/or future "value" of a customer in
Customer Value Analysis order to treat him in the right way.
Product Quality Analysis Analyze quality of products. Help improve it.
Monitor product lifecycle and help to improve
Product Lifecycle Monitoring processes.
Project Phase Comments