Customer Relationship

Management with

Title

Field Service

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Topics

1 CRM and Mobile Service

2 Technology Background

3 Functionality Overview

4 Summery

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1
Topics

1 CRM and Mobile Service

2 Technology Background

3 Functionality Overview

4 Summery

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CRM in the Context of mySAP.com

Business Application
Marketplace Workplace
Scenarios Hosting

Enterprise Partners
e-Commerce
Collaborative Customer
Supply Applications Service
Chain
Management
Online Customer
CRM Logistics/
Production
Finance Relationship
Management

Strategic Sales &

Buying / Order
Supplier Procurement
Enterprise Marketing Fulfillment Customer
Management
SCM
Human Knowledge Online
Mgmt./ Selling
Resource Catalog Hosting
Research
Invoicing /

BI Payment
Employee Self Service
Billing /
Payment

BI Employees

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2
Customer Touch Points Support & Synchronization

Relationship Intelligence
Enterprise Customer

Face to
Face

Call
Synchronization
Center

Internet

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Relationship Intelligence for Synchronization

Enterprise Relationship Intelligence Customer

Common Knowledge
Discovery Tools

Shared Intelligent Agents

Common Relationship
Data Model

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3
Business Scenarios for Face to Face Interaction

Vendor Customer

Face to Face Interaction

l Field Sales
l Mobile Sales
component for field
sales staff using
laptops
l Field Service
l Mobile Service
component for field
service staff using
laptops

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mySAP.com CRM Business Scenarios

Internet Internet
Retention Customer
Sales
manage- Self
ment Service
Tiered Field
Servicing Sales

Customer Field
Develop- Service
ment
Service
Service Interaction
center Center
Business
Partner
Sales Collabor-
Mgmt. & ation
Support
Tele
Marketing Sales
Analysis Product Tele
Internet Marketing
& Brand
Marketing
Mgmt.
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4
What is Mobile Service ?

l Suite of tools tailored to the needs of the

service field force
n Runs on Laptops in an offline-mode
n Uses data synchronization and replication
n Provides any necessary information to carry out on-site service
orders
n Gives an integrated view on customers, notifications, service
orders, installed base, equipments, service contracts
n Cross-referencing between all components for easy navigation
n Effectively manages service orders in closed loop with R/3 CS
n Browser based efficient and intuitive user interface
n Open to integration with other systems

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Underlying Technology

l Both, Mobile Sales and Mobile Service are

built on the same technology platform
l Common Components
n Server Architecture for Communication and Replication
n Business Components like
w Customer Master Data
w Contact Person
w Material Master
w Calendar
l Mobile Sales and Mobile Service can be combined into one
Solution

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5
Mobile Service - Goals

l Extensive suite of functionality

l Seamless integration with SAP R/3, CRM and Mobile Sales
l Open to integration with other systems
l Reduce Total Cost of Ownership (TCO):
n Easy customization via “Mobile Workbench”
n Access to world wide SAP Support Infrastructure
n Efficient and intuitive user interface
n Reduced cost to integrate, implement, upgrade and maintain
l Global solution: multiple languages and countries

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Topics

1 CRM and Mobile Service

2 Technology Background

3 Functionality Overview

4 Summery

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6
Architecture Overview

R/3 System Business

Information
Email Warehouse
Internet
BackOffice
Etc

Other Systems

Middleware
- Replication BackOffice
- Communication

technician
technician

technician

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Architecture Overview

Mobile Sales Clients Middleware Server OLTP R/3

CDB

Workbench
Admin

Other
Systems
In-Office Clients

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Client Architecture

(Objects, Attributes, Rules)

Repository Access
(UI, Object structure, Transactions, User Interface Layer
Rules Code, Customization) DHTML, ActiveX, VBScript / JScript

Service
Workbench

Business Object Layer

(D)COM, VBScript

Transaction Layer
(D)COM, Encapsulated SQL, Messaging

Repository Business
Database Database
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Browser Based User Interface

l Quickly identify
most important
information
Maximize
l Great overview amount of info
and easy access on one screen
to more contents
l Quick navigation
l Automatically
links to other
related info
l No needless info
Visually see
in the screen related info

Navigation bar
- easy to use
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Architecture Summary

l Based on modern industry standards

n Utilizes object oriented approach
n COM / DCOM based
l Browser-based environment
l Flexible deployment
n Scaleable to thousands of off-line users
l Programming languages
n VBA/VB, ABAP
l Operating Systems and Databases
n Windows NT, Windows 98
n SQL-Server, Oracle
l Open to third party systems

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Topics

1 CRM and Mobile Service

2 Technology Background

3 Functionality Overview

4 Summery

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9
Functionality Overview Release 1.1 and beyond

Service Orders
Order and Equipment Service Contracts
History
Material Data/BOM
Service Notifications

Customer and Measurement

Contact Information Points

Customer Van Stock

Installed Base (further release)

On-site Invoicing Material Reservation

(further release) (further release)

Printed Service Order Operations

Receipts
Order Confirmation

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Assumptions for Mobile Service

l Service orders have to be created and dispatched

in SAP R/3 Customer Service-Module
l R/3 CS is a prerequisite for the use of Mobile Service
l Target group are companies that
n perform services with complex equipments
n need to document performed services and detected
malfunctions
n use a laptop as a standard tool

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Service Orders

Enables viewing of necessary service information in a structured format

and serves as a step-wise guide for service execution

FUNCTIONALITY LINKS

l Orders downloaded from R/3 l Equipment

l List, Search and grouping functionality l Service contract
l Comprehensive display of service header l Customer
information l Technician
l Display of object list and l Contact person
attached malfunctioning report(s) l ...
l Display of Order Operations and material
Reservations
l Access to other supporting service data

Information at your fingertips provides ability to diagnose

problems correctly and take necessary action quickly

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Service Notifications

Facilitates capturing of customer service requests and creation of

malfunctioning reports for customer objects

FUNCTIONALITY LINKS

l Creation of service request at customer site l Equipment

l Capturing Service Item data for malfunctioning l Service contract
Object l Customer
l Extensive use of catalogue data for Service l Technician
Notification creation l Contact person
l Partner assignment l …
l ...

Enabling the Service technician to communicate a

service request quickly and accurately

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Order Fulfillment

Enables the user to carry out detailed reporting of activities undertaken

with regard to service processing

FUNCTIONALITY LINKS

l Multiple confirmations possible l Technician

l Carry out Time confirmation l Material
l Report Materials used l ...
l Perform detailed technical back reporting
l …

Reporting service execution details and documenting important

service information for later usage

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Customer Equipment

Accommodates all field service relevant equipment

information in an electronic form

FUNCTIONALITY LINKS

l Comprehensive view of Equipment l Customer

master data l Contract Ref.
l Equipment Configuration Data l Business Partners
l Service History l ...
l Maintenance of Measurement points /
Counters
l …

An integrated view of the Customer’s Installed Base

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 Service Contracts

Provides a complete overview of all active Service Contracts with due

emphasis on Service Profiles

FUNCTIONALITY LINKS

l Display of Contract header / Item data l Material Master

l Display of Contract Item Configuration l Equipment Master
l List of Customer Objects covered under l Business partners
Contract-item l ...
l Display of Additional conditions
applicable for the Contract
l Contract Business partners

An insight to the Service commitments between you and

your Customers

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Business Components Derived from Mobile Sales

Mobile Service thrives on the rich Information set already gathered and
managed in the Mobile Sales Solution

Customer & Prospect Management l Complete insight to the

Business Partner information

Contact Person l Access to useful contact

person data (both internal and
external)

Products & Services l Easy reference to relevant

products and services
information

Calendar l Overviewing planned tasks

and activities

Mobile Service even though complementary to Mobile Sales, can

also stand on its own.

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Mail & Office Integration

The E-mail & Inbox component controls and coordinates the retrieval,
transfer and storage of messages sent or received by service technicians

FUNCTIONALITY LINKS

l Inbox for all kind of messages l Inbox presents an

l Mails and work items overview of changes
l Interfaces to different MAPI Mail Clients within all components
l Protocol Function like new orders or
l Error transaction handling activities associated
l Update of the local database with the same
l Integration with MS Office tools for
correspondence or analysis
n Word
n Excel
n PowerPoint

Integration with office functionality provides

a single information point

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Workbench

Tool set enabling customization of the Mobile Service

to the company specific service processes

FUNCTIONALITY

l Customization environment for l Integrated VBA scripting

n User Interface l Supports release and version control
n Business Object Layer l Various levels of customization
n Transaction Layer
options through an easy to use tool-set
l Extend the functionality by using
visual tools, data and transaction
modeling tools
n Add new and modify existing tables
n Develop new business objects...

Lowers Total Cost of Ownership (TCO)

by reducing implementation time

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Outlook on further Releases

l On-site Service Order creation

l Installed Base management

l Travel and Expense management
l Support for attachments (like engineering documents)
l On-site Material reservation
l Integration of Configuration and pricing engine
l Van-stock management
l On-site invoicing

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Topics

1 CRM and Mobile Service

2 Technology Background

3 Functionality Overview

4 Summery

 SAP AG 2000 Mobile Service 01/2000 (author) / 30

15
CRM Business Scenarios - Timeline

Internet Internet
Retention Customer
Q4 2000 Sales
manage- Self
Service Field Q4 1999
ment
Tiered Sales
Servicing
Relationship
Field
Customer Intelligence Service
develop-
ment Common Knowledge
Discovery Tools
Service
Interaction
Service Center
center Shared Intelligent Agents
Business
Common Relationship Partner
Sales Collabor-
Mgmt. & Data Model ation
Support
Tele
Marketing sales
Analysis Product Tele
Internet marketing
& Brand
marketing
Q2 2000 Mgmt.
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Summary

l Mobile Service provides a tool to improve the efficiency of

the service process
l Reduced Implementation time due to flexible and user-
friendly interface
l Easy customization with integrated “Workbench”
l Tight integration with SAP R/3 Customer Service
l Provides up-to-date Information without permanent access to
a central database (offline mode)
l Speeds up information flow between Field Service and
Service center

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 Customer Relationship
Management with

Title

Field Service

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Copyright

l Some software products marketed by SAP AG and its distributors contain proprietary
software components of other software vendors.

l Microsoft®, WINDOWS®, NT®, EXCEL ®, Word ® and SQL -Server ® are registered trademarks of
Microsoft Corporation.

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l SAP and SAP-Logo, R/2, R/3, RIVA, ABAP, SAP-EDI, SAP Business Workflow,
SAP EarlyWatch , SAP ArchiveLink, R/3 Retail, ALE/WEB, BAPI, SAPPHIRE,
Management Cockpit, SEM, are trademarks or registered trademarks of SAP AG in Germany
and in several other countries all over the world.

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