SAP CRM 7.

0
Detailed View

SAP CRM 7.0 – Sales

Activity Management
 Table of Contents

1. Activity Management – Overview

2. Groupware Integration
3. Account Fact Sheet
4. Reporting
5. Further Information

SAP 2008 / Page 2

 Activity Management

Activity Management in SAP CRM is an important part of professional

customer service.
 Each activity with a customer is documented exactly

 All communication transactions (appointments, dates, telephone calls, e-mails, letters,

and meetings) and tasks can be entered and administered with activity management

 The following questions can be answered

 What dates and tasks do I have next week?

 Which business activities took place with my customers? Which are planned?

 Which business activities are currently taking place within my team?

 What was the result of my telephone call?

 Which follow-up activities resulted from the meeting?

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 Activity Management in SAP CRM

Customer calls to request

product demonstration
Initiates marketing Checks calendar and creates
campaign for new product 2 Customer
Customer Demo activity

1 3
Sales
Campaign
representative
Manager

8 Creates Creates task list, 4

Sales Sales
representative follow-up gathers information, representative
activity and prepares visit

7 5
Sales Sales
representative representative

6
Sales
representative
Writes Visits the
visit report customer

Creates a quotation
SAP 2008 / Page 4
 Business Scenario – Activity Management (1)

The campaign manager creates a campaign for a new product for a

1 specific target group

The customer shows interest in the product and calls the vendor to
2 request a demonstration

The sales representative checks his calendar, creates an activity

to visit the customer, and invites a sales assistant to come along.
3 The appointment appears in the calendars of the sales representative
and the sales assistant

The sales representative creates a task list for preparing the meeting.
He has already prepared the presentation and marketing collateral and
4 product information is also available. He attaches these documents to
the activity

SAP 2008 / Page 5

 Business Scenario – Activity Management (2)

The sales representative visits the customer. During the visit, the
sales representative calls up the activity and uses the attachments for
5 the presentation. The customer is very interested in the product and
asks for a quotation

The sales representative creates a quotation as a follow-up

6 document before leaving the customer

On the way home, the sales representative and the sales

7 assistant stop at a café and write the visit report

Back in the office, the sales representative creates a follow-up

8 activity for the customer

SAP 2008 / Page 6

 Activity Management – Key Features

 Tasks, Appointments, E-mails and  Workflow management

Interaction Logs  Action management
 Automatic partner and  Multiple survey assignment
organizational data determination
 Success–failure analysis
 Status management and results
 Customer care intensity analysis
 Notes
 Activity history analysis
 Attachments
 Planned activities analysis
 Groupware Integration
 Reference to CRM objects
 Activity journals
 Follow-up documents

SAP 2008 / Page 7

 Integration in the CRM Processes

Activity management in SAP CRM can be used in each phase of the

CRM process. It is fully integrated with all CRM business transactions.

Campaign Lead

Opportunity
Service

Quotation
Activity
Complaint
Contract

Order

SAP 2008 / Page 8

 Use in Several Channels and Business Roles

Marketing Service
Manager Professional

Interaction Center
Sales
Agent
Professional

CRM WebClient UI

Mobile Sales
Handheld solutions
SAP 2008 / Page 9
 Various Types of Activities

E-Mail Appoint-
ment

Activity

Task Interaction
Log

SAP 2008 / Page 10

 Integration of CRM Calendar

Real calendaring in CRM

 Activity management is a key area for the majority of users in a CRM system. Therefore,
it is crucial to present activities in a way that users find familiar, based upon a daily,
weekly, or monthly view.
 In SAP CRM, the calendar view is the perfect interface for users to do their daily
business.

The CRM Calendar

provides various views
and allows the user to
manage his activities very
easily and intuitively. This
includes creating or
adjusting appointments
directly in the CRM
calendar with Drag&Drop

SAP 2008 / Page 11

 Fast Activity Entry

Simplify use of activities

CRM users often have to work in parallel streams and fulfill multiple tasks at one time.
To support such work, activity management provides an option to compose activities
independently from the current work

SAP CRM
comes with
a panel on
the left-hand
side that
allows users
to start
creation of
individual
activity
types with
just one
click.

SAP 2008 / Page 12

 Transaction Type and Category

Activities are organized based upon their transaction type and category.
This approach allows users to identify the type of communication
or interaction that has occurred with the customer very intuitively.
Transaction type
 The transaction type is a vitally important property of the activity
All customizing works based upon this field and includes
 Which assignment blocks and fields are available
 Rules for partner determination and status and dates management
 If the activity can be private or public

Category
 The category of an activity describes the kind of interaction with the customer with greater detail from a
business perspective. E.g. an activity of the type Appointment could be categorized with “customer
visit”, “Phone conference” or “In-house Meeting”
 The category needs to be assigned to an activity class to define which records are visible in the task list,
the CRM calendar and replicated to Groupware via the client-based groupware integration
 Transaction type and category can assigned in dependence upon each other

Note: The transaction type does not necessarily have to be displayed on the UI if it is customized as dependent upon the category. For
example, activities with a category of internal meeting and customer visit can use the same customizing and both relate to the
transaction type of appointment. In this case, displaying the transaction type would not provide any additional valuable business
information

SAP 2008 / Page 13

 Example – Appointment Overview Page

SAP 2008 / Page 14

 Follow-Up Activities

You can copy an already existing business transaction as the basis for
a follow-up transaction

Interaction Interaction
Log Log
Copying an
activity

Appoint- Quotation Opportunity

Creating a ment
follow-up Copy control
activity

SAP 2008 / Page 15

 Subsequent Assignment of Activities

Simplify use of activities

 In CRM, users often have to assign activities to a predecessor document like an
opportunity. Normally they do so by creating a follow-up document when viewing the
opportunity
 In some cases, the successor document may exist before the predecessor document
does, or it is too much effort for user to search for the opportunity and then use the
follow-up procedure
 Users can create assignments in a way that allows subsequent attachment of activities
without the necessity of starting from the master object. Assignments can be changed
without having to delete an existing activity
 This approach makes life much more easy for end users: they can capture all their
activities intuitively

SAP 2008 / Page 16

 Activity Journals

With activity journals, you can record and update information gathered e.g. from customer visits
 Activity journals can contain
 Products or product categories
 Product-related information, such as information on products discussed or the number of
samples given to the customer
 The activity journal is transferred from enterprise sales to SAP Mobile Sales and vice versa.

SAP 2008 / Page 17

 Template Maintenance for Journals

 User-friendly wizards for maintaining template types and templates

 Predefined forms that contain product-related and non-product-related fields, which can
be pre-filled or left blank

 Select additional fields (such as discussed,

priority, or number of samples)
Template type  Assign transaction types and categories
 Assign territories
 Define validity period
Serves as
a proposal
 Assign the preferred template type
 Assign transaction types and categories
 Assign territories
Template  Assign target groups
 Define prefilled products
 Define validity period

SAP 2008 / Page 18

 Integration of the Survey Tool

Integration of surveys and questionnaires:

 Customer surveys
 Customer visit evaluation
 Customer satisfaction surveys, and others

Multiple assignment
Survey
 Transaction type
 Category Survey
 Status
Survey
 Sales organization Activity
 Distribution channel
 Division
 Territory

SAP 2008 / Page 19

 Survey Tool

 Easy to use and user-friendly

 Flexible tool for creating and
maintaining surveys in a single
interface
 No programming necessary for
standard configuration
 Integration in business scenarios
 Lead qualification
 Opportunity assessment
 Customer visit report (activity)
 Can be adapted to suit customers’
requirements

SAP 2008 / Page 20

 Survey – Screenshot

SAP 2008 / Page 21

 Generating Activities – Features

Sophisticated rules for scheduling

 Flexible definition: calling time, visiting time, delivery time
 Contact for an account and relationship type
 Check of existing planned contacts
 Backward and forward scheduling: customer-specific algorithm

Different rules for assigning call center agents automatically

 Agent responsible for the account
 Agent group
 Business routing scenario

A specific consumer goods scenario

 Outbound telesales with periodic calling time
 Focusing on order taking
 Always confirm the next call or next delivery (SP02)

SAP 2008 / Page 22

SOA Services in Activity Management

Business Object Service Name Process Component

Activity Find Activity Basic Data by Elements Activity Mangement
Activity Task Change Activity Task Activity Mangement
Activity Task Complete Activity Task Activity Mangement
Activity Task Create Activity Task Activity Mangement
Activity Task Read Activity Task Activity Mangement
Appointment Activity Change Appointment Activity Activity Mangement
Appointment Activity Create Appointment Activity Activity Mangement
Appointment Activity Read Appointment Activity Activity Mangement
Email Activity Change Email Activity Activity Mangement
Email Activity Create Email Activity Activity Mangement
Email Activity Read Email Activity Activity Mangement
Interaction Activity Change Interaction Activity Activity Mangement
Interaction Activity Create Interaction Activity Activity Mangement
Interaction Activity Read Interaction Activity Activity Mangement
 Table of Contents

1. Activity Management – Overview

2. Groupware Integration
3. Account Fact Sheet
4. Reporting
5. Further Information

SAP 2008 / Page 24

 Business Processes

In SAP CRM 7.0 users can utilize a set of processes that allow a deep collaboration
between SAP CRM and existing Groupware platforms Lotus Notes and MS Outlook

SAP CRM
 Sales Professionals  Sales People can  „One-to-One E-Mail
can maintain manage their Collaboration“

Appointments and Tasks

Account Management

account and contact activities enables users to

E-Mail Collaboration
information in (Appointments, very easily manage
Groupware and tasks) in CRM or inbound and
SAP CRM including Groupware. All such outbound E-Mails
automatic activities are communication in
synchronization. exchanged between CRM. E.-mails can
This ensures data the Groupware be initiated from
consistency and platform and SAP CRM and tracked
transparency in CRM. with in the customer
Groupware and interaction history
SAP CRM

Groupware

SAP 2008 / Page 25

Groupware Integration – CRM g Groupware

MS Outlook
or Lotus Notes
Groupware
User A

User in CRM
Application
Creates an Users A and B
appointment receive the
and invites appropriate
users A and B calendar entry

Groupware
User B

Link to
CRM Activity
SAP 2008 / Page 26
 Groupware Integration – Groupware g CRM

An activity of type
appointment is
created in CRM

User creates an
appointment in
MS Outlook or
Lotus Notes and
invites some
attendees

SAP 2008 / Page 27

 Server-based Groupware Integration
Architecture

Bidirectional data exchange between SAP CRM middleware and

groupware solutions (MS Exchange and Lotus Domino)

Groupware CRM Server

Server
CRM Middleware
Business
Partners Groupware Adapter

Message
Transformation
SAP Groupware BDoc
Connector msg.
XML XML
vCard or iCalendar BDoc message
Activities

SAP 2008 / Page 28

 Client-based Groupware Integration
Architecture

Bidirectional data exchange between SAP CRM backend and

local groupware application (MS Outlook and Lotus Notes)

Local PC CRM Server

Contacts
SAP CRM SICF Framework
Client GWI
Activities
GW Client
API

Groupware
Server

SAP 2008 / Page 29

 Table of Contents

1. Activity Management – Overview

2. Groupware Integration
3. Account Fact Sheet
4. Reporting
5. Further Information

SAP 2008 / Page 30

 Fact Sheet

Info Block 2: Interaction Sales Team

Center
Open Transactions

Info Block 2:
Last N Activities
Info Block 3:
Credit Information

View or Views

Personalization

SAP 2008 / Page 31

 Fact Sheet – Screenshot

SAP 2008 / Page 32

 Table of Contents

1. Activity Management – Overview

2. Groupware Integration
3. Account Fact Sheet
4. Reporting
5. Further Information

SAP 2008 / Page 33

 Reporting

 Activity and passivity analysis

 Success and failure analysis

 Intensity of customer care

 Distribution of activities per organizational unit

 Activity history

 Planned activities (employees, team, and region)

 Sales, activities, and opportunities; processing time; and revenue

 Sales, activities, and opportunities; quantities and volumes

SAP 2008 / Page 34

 Table of Contents

1. Activity Management – Overview

2. Groupware Integration
3. Account Fact Sheet
4. Reporting
5. Further Information

SAP 2008 / Page 35

 Further Information

 SAP CRM - Roll-Out Map

https://portal.wdf.sap.corp/go/crm-rollout-map

 SAP CRM - Ramp-Up Knowledge Transfer (RKT)

http://service.sap.com/rkt-crm

 SAP CRM – Demo Portal

http://crmportal.wdf.sap.corp:1080

 SAP CRM – WiKi

https://wiki.wdf.sap.corp/display/SAPCRMHub/Home

 SAP CRM - Help Portal

http://help.sap.com/crm

 SAP Public Web

http://www.sap.com/crm

SAP 2008 / Page 36