Académique Documents
Professionnel Documents
Culture Documents
Robert Straubinger
SAP Labs
Agenda
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed
Architecture change Process change Technology change
Implementation Examples
Participation in ramp-up program Solution footprint and process examples Key challenges and benefits
Lessons Learned
Agenda
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed
Architecture change Process change Technology change
Implementation Examples
Participation in ramp-up program Solution footprint and process examples Key challenges and benefits
Lessons Learned
Flexible
provides choice and adaptability
Comprehensive
breadth of capabilities and innovation
today
2009
Agenda
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed Architecture change Process change Technology change Implementation Examples
Participation in ramp-up program Solution footprint and process examples Key challenges and benefits
Lessons Learned
Architecture
2. IS-U/ERP Processes
Install Device Service Order
3. Mix of 1. & 2.
Owner allocation Bankruptcy
Contract Account
Move In Transaction
Contract
Move-In Document
Move-in date
Rate Category
Point of Delivery
Premise
Start Date
Line Item per PoD Product Attributes
Rate Category Point of Delivery Service Location Workbench Installation Consumption / Demand Connection Object Facts Premise Point of Delivery Connection Object
Premise
Screen Changes:
UI config Tool and HTMLB
Enhancements:
Component Workbench ABAP Objects
IS-U CCS
Billing / EDM / Collections / Collaborative Services / AMI
Own screens
Fact sheet config, workbench, BOL enhancement,
Example: 80% screen
Own logic:
Workbench enhancement using ABAP
Example: Custom determination of security deposit waiver and amounts
Agenda
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed Architecture change Process change Technology change Implementation Examples Participation in ramp-up program Solution footprint and process examples Key challenges and benefits Lessons Learned
4.
Custom design for new connection process Use of many additional CRM functions Typical usage of meter reading, customer service, billing and financial processes
C&I
Mostly standard Use of PoD Set Calculation interface with XI, enhancement for margin and earnings Enhancement to automatically check if product change / new contract Structured documents enhancement (quotation and contract) Adobe Web Service for printing quotations
Search Premise
Create Premise
Contract Management
Set Date Select Products Security Deposit Budget Billing Alternate Address Payment Method
Interaction Record
Process Start
Search Account
Create Account
Create Account
Product Attributes
Optional Functions
Created Contract
Optional Step
Created Contract
Optional Step
Contract Details
Optional Step
Contract Status
Optional Step
Optional Step
Updated Overview
Optional Step
Updated Overview
Process End
Interaction Record
Implementation Highlights
Usability
100% WebClient, easy to use, easy to learn
Adaption:
Account creation: User Interface adjusted, required entries Account Overview: Simple Custom Credit Check Premise creation: Use of templates and defaults
Agenda
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed Architecture change Process change Technology change Implementation Examples Participation in ramp-up program Solution footprint and process examples Key challenges and benefits Lessons Learned
Customer experience
CRM footprint and design satisfaction Timeline, knowledge and market role determined use of CRM processes and CRM enhancements
Retrofit
Integrated design
Project Observations
Experts, Knowledge and Standards IS-U Experts and CRM Experts, in 2007 & 2008 hardly both Good design depending on both, functional and technical knowledge CRM does not affect me (Lead of FI-CA) What others did does not exist or fit Vanilla does not cover my process
Lesson 1 Learned
Functional Solution changed Ideal Response: WebClient processes and functions, typical business roles and key design principles are understood, used and embraced.
Lesson: New processes are superior to the old ones. Failure to implement them leads to bad process design, possibly worse than the old ones.
Lesson 2 Learned
Technical Base in CRM changed Ideal Response: Enhancements using new technology show benefits. Lesson: Old and new enhancements do not mix well. New can be missed, old can be overused. Failure to use new enhancement tools leads to bad technical design, restricts functional design and comes at higher cost.
ABAP Objects
BC401
Learning
5 SUCCESS FACTORS #1 #2 #3 Understand the processes Update technical knowledge Design, not retrofit
#4
#5
Energy Efficiency and Demand Response Programs Wednesday 11:50 Workshop WebClient Functionality of SAP CRM Configuration and Roadmap Wednesday 1:30 5:30
Questions?
CRM 2007 implementation experience Highlights of CRM 2007 How the typical SAP CIS implementation has changed
Architecture change Process change Technology change
Implementation Examples
Participation in ramp-up program Solution footprint and process examples Key challenges and benefits
Lessons Learned
Robert Straubinger
SAP Labs robert.straubinger@sap.com