Académique Documents
Professionnel Documents
Culture Documents
With the SAP Customer Financial Management package, you can deal effectively with customers on all types of financial issues and enable your agents to handle inquiries and disputes in a guided, professional manner.
Offering state-of-the-art products and services may be what your company does best. But the technology you use to communicate with your own customers may be more blunt-edge than cuttingedge. And with customer expectations higher than ever and margins lower than ever you need transparent, integrated software that delivers on key strategic goals: lower churn and increase profitability.
Initiate a dispute and view previous ones Apply credit notes to resolve disputes (directly or through an approval process) Dispute Management By providing agents with data that is consistent and consolidated, youre reducing the scope for disputes and allowing issues to be addressed immediately in the first call. And when a dispute does occur, handling proceeds in a guided manner, speeding time to resolution. SAP Customer Financial Management helps ensure that disputes such as those relating to bills or dunning letters, for instance, are dealt with effectively and rapidly. For each dispute, the agent creates a case that contains all relevant
included in the complete history of the dispute. And thanks to tight integration across key applications, open receivable items that are subject to dispute are excluded from further financial activities, such as dunning or collections.
The software helps your service agents improve overall customer care and better manage disputes, and it paves the way for smooth collections and optimal cash flow.
ware supports smooth, transparent processing and helps ensure that relevant information is added to the customer history in a consistent, nonredundant manner. Role-Based Interface for Interaction Center Managers Decision makers need to monitor and explore a wide range of key figures, such as the number of interactions per day, employee productivity, and customer behavior for instance, the number of contacts per channel. Such analysis helps them identify opportunities, increase profitability and customer satisfaction, and decrease costs. They can generate ad hoc reports and schedule regular distribution of information to management and staff, keeping everyone in the picture. By drawing data from a variety of systems, the role-based software provides managers with real-time call statistics so they can monitor quality continuously. And because all the facts are provided for each role, your managers can con-
With customer expectations higher than ever and margins lower than ever you need transparent, integrated software that delivers on key strategic goals: lower churn and increase profitability.
information, such as the parties involved, the affected documents, supporting material, adjustment requests, and so on. The agent can route the dispute to authorized handlers and trigger follow-up activities as required. Any notes or correspondence entered are
centrate on making decisions and keeping service levels up rather than gathering data.
Boost Profitability
You increase productivity with tools that enable your interaction staff to work more productively and to manage more customers. You strengthen integration, collaboration, and the flow of information throughout your organization. You also enhance back-office operations by introducing fully integrated communications between back-office and front-office staff and processes, presenting one face to the customer, and encouraging employees to resolve issues proactively to the full satisfaction of customers. SAP Customer Financial Management helps you cut costs because you: Can serve more customers with the same number of agents Decrease the need for training while increasing the quality of service through user-friendly, intuitive software Optimize the workload of staff at peak and off-peak periods Reduce implementation and maintenance costs because the software is integrated with receivables and collections management Besides functionality supporting customer care and dispute management, SAP Customer Financial Management encompasses functionality for receivables management and payment handling and credit and collections management. It can be integrated with the SAP Convergent Invoicing package and the SAP Convergent Charging application.
SAP Customer Financial Management is a modular component of SAP solutions supporting the consume-to-cash process for high-volume business, addressing rating and charging through to collections.
Learn More
For more information about how to transform your interaction center into a powerful, efficient profit center, please contact your local SAP representative or visit us on the Web at www.sap.com.
QUICK FACTS
www.sap.com /contactsap
Summary The financial customer care and dispute management functionality of the SAP Customer Financial Management package enables your agents to provide proficient financial customer care, avoid disputes, and resolve customer issues quickly. They can manage contacts, inbound and outbound, via any channel phone, fax, e-mail, postal mail, and Internet chat quickly and appropriately. SAP Customer Financial Management is a modular component of SAP solutions supporting the consume-to-cash process for high-volume business, addressing rating and charging through to collections. Business Challenges Providing service agents with the facts and figures they need to provide immediate, accurate answers and resolve customer issues Having consistent, up-to-date information for all customer-facing processes Ensuring that billing and dunning letter disputes are dealt with effectively and rapidly Delivering the same information to customers regardless of contact channel Analyzing key figures, such as the number of interactions per day, employee productivity, and customer behavior Key Features Financial inquiries Enable agents to answer questions about a customers bill and related financial issues and take action Integrated dispute management Create a case containing all relevant information about a customer dispute and manage the dispute holistically Adjustment requests Offer adjustments or credit notes to customers Customer self-services Let customers access their accounts and take appropriate action Business Benets Provide a personal touch by enabling agents to make the most of customer interactions and provide prompt, personalized, expert service Rapidly fix issues and handle disputes by providing agents with consistent and consolidated customer data Increase customer satisfaction by eliminating the need for customers to explain previous interactions every time they contact you Decrease operational costs by analyzing and optimizing staff workload at peak and off-peak periods For More Information Call your SAP representative, or visit us online at www.sap.com.
50 100 094 (10/04) 2010 SAP AG. All rights reserved. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its aliated companies (SAP Group) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.