Bwp Mysap Crm Solution Overview

mySAP™ CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION OVERVIEW

TO EN ABLE A CUS TOMER-CENTRIC ENTERPRISE, YOU NEED A SOLUTION

“The functionality of mySAP Customer Relationship Management would provide us a sustainable holistic view of the customer and allow us to integrate touch points. It was a clear decision.” Dr. Stefan Scholer, Head of Customer and Dealer Systems, Audi CRM ROI Review, March 2004 Audi expects a 22% internal rate of return through 2005 on its mySAP™ Customer Relationship Management implementation, resulting from more targeted lead generation, process optimization, and increased customer loyalty.

. . . THAT HELPS DRIVE REVENUE, ATTAIN OPERATION AL EXCELLENCE, AND MAN AGE PROFITABLE GROW TH

mySAP™ CUSTOMER RELATIONSHIP MANAGEMENT: ENABLE A CUSTOMER-CENTRIC ENTERPRISE Moving beyond traditional customer relationship management functionality, SAP innovations and unmatched industry expertise are setting new standards for the way companies connect with their customers and partners. The mySAP™ Customer Relationship Management (mySAP CRM) solution automates customer-centric business processes across and beyond enterprise-wide operations. It delivers the market’s greatest breadth and depth of functionality by supporting the most comprehensive range of end-to-end processes that address the unique business demands of more than 25 industries.

mySAP CRM is powered by the SAP NetWeaver™ platform, an innovative integration and application platform that enables change. SAP NetWeaver supports new cross-functional business processes and helps to lower total cost of ownership by reducing the need for custom integration and by offering complete life-cycle management for your solution. It is also the foundation for Enterprise Services Architecture, the SAP® blueprint for service-oriented business solutions, and helps align people, information, and business processes across organizational and technological boundaries.

AS YOUR BUSINESS EVOLVES

MANAGING TODAY’S BUSINESS CHALLENGES Solutions for customer relationship management (CRM) support business strategies that optimize a company’s customer-related activities for the greatest impact on business success. Today, it has become increasingly difficult for businesses to base their leadership on product innovation and operational efficiency alone. As a result, a growing number of companies look to CRM to deliver measurable benefits in terms of supporting the organization to drive revenue, attain operational excellence, and manage profitable growth.

Many companies have realized that the traditional approach of defining CRM purely as a set of front-office tools covering customer touch points and interaction channels – but that are isolated from the rest of the enterprise – falls short. Correspondingly, customer visibility cannot be restricted to data from only the front office, but must incorporate enterprise-wide information about customers’ buying habits and profitability. Moreover, fast and flexible deployment – focusing on strategic business priorities – is a critical success factor for any CRM implementation. A CRM solution must provide a platform for business agility, enabling a company to adapt its processes easily to constantly changing business

dynamics, orchestrate processes across and beyond the enterprise, and transform itself into a customer-centric enterprise. SAP has been executing on this vision of the customer-centric enterprise from the beginning: mySAP CRM is the only solution on the market today that can enable this approach. In addition to comprehensive industry-specific capabilities that support customerfacing departments in marketing, sales, and service, the solution offers powerful analytics and a 360° view across all customer touch points and interaction channels, such as field organizations, the Internet, interaction centers, and channel partners.

SETTING NEW STANDARDS FOR CRM More than 30 years ago, SAP marked the beginning of a new era with the introduction of integrated software that handled business processes in real time. Since then, SAP has become the world leader in business software, serving more than 26,000 customers worldwide, including organizations of every size

and type. And along the way, SAP has accumulated a unique knowledge base of best practices in more than 25 industries – including yours. And now, SAP’s tradition of leadership continues with a new generation of CRM software that gives companies the flexibility to adapt business processes to new market conditions while simultaneously maximizing productivity: mySAP CRM.

This standard-setting solution builds on SAP’s experience and integrates business processes in heterogeneous systems landscapes like never before. It delivers the powerful functionality, global orientation, and flexible enhancement options you need to remain efficient, productive, competitive, and positioned for growth.

. . . YOU NEED A SOLUTION THAT EVOLVES WITH YOUR BUSINESS

“Having information in one location is a major step forward for our customer service and credit representatives. Rather than accessing six different applications, reps now go to one location to cross-reference product availability, prices, and other information for customers.” Sherry Strunk, Project Manager, Cardinal Health CRM ROI Review, December 2004 Cardinal Health expects to achieve a 70% internal rate of return with mySAP CRM, which will help the company improve operational efficiency, streamline key business processes, and shorten cycle times.

mySAP CRM PROVIDES THE FOUNDATION

A FOUNDATION FOR PROFITABLE GROWTH mySAP CRM combines a proven, robust CRM solution with support for processes that extend across and beyond the enterprise. As a result, it enables you to better manage corporate assets and critical business processes.

away in legacy and non-SAP systems, thereby reducing your operational costs even further. And, as new business scenarios and technologies emerge, it helps you position your organization for accelerated change. mySAP CRM delivers the following significant benefits: Evolve As Your Business Grows with Support for Endto-End Business Processes

Manage customer-related business processes from end to end throughout your enterprise and all along the value chain – from initial customer contact through shipping and payment. mySAP CRM delivers preconfigured support for over 280 processes in more than 25 industries. Powered by the SAP NetWeaver platform, mySAP CRM provides the agility you need to keep up with business dynamics at high speed and low cost, while protecting and leveraging the investments you’ve already made in your IT infrastructure. In addition, it helps you extend the skills and training of your staff, as well as the data locked

Empower Users with RoleRelevant Customer Insights

Support faster, better, and more accurate decision making by providing employees with complete customer intelligence. mySAP CRM brings together analytic functionality and all relevant customer data from across the enterprise, spanning multiple business functions, departments, and even organizations.

Gain Immediate Value

Address strategic priorities first, accomplish business objectives quickly, and expand your CRM activities, step-bystep, while achieving ROI at each stage. Increase Customer Satisfaction with Better, MorePersonalized Service

Tailor care to each customer by offering customized, targeted service. Improve customer satisfaction by delivering products or services quickly and accurately, simplifying order processing, and responding promptly to customer inquiries. Standardize information across all customer communications channels, including Internet, call centers, fax, and face-to-face service options. Reduce Total Cost of Ownership

Deploy mySAP CRM quickly, flexibly, and at low risk, building on your existing infrastructure and taking advantage of SAP’s support for the best CRM business practices in many industries.

. . . FOR PROFITABLE GROW TH

“It was very clear that mySAP CRM would meet our business needs and those of our customers. We needed a portal solution that would give us a single, enterprisewide view into the services we provide for customers and the information customers provide to us.” Anthony Bosco, Vice President and CIO, Day & Zimmermann CRM ROI Review, December 2004 Day & Zimmerman expects to realize a 56% internal rate of return through reduced costs in excess of $9 million. The company achieved reductions by increasing automation and information sharing and by eliminating costs for software upgrades.

G AIN ENTERPRISE-WIDE EFFICIENCY

mySAP CRM SUPPORTS BUSINESS PROCESSES ACROSS YOUR ENTERPRISE Marketing – with comprehensive support for segment and list management, marketing-resource management, campaign management, lead management, and marketing analytics. Increase marketing efficiencies and drive customer demand throughout the enterprise. Sales – with complete support for sales planning and forecasting, territory management, account and contact management, lead and opportunity management, quotation and order management, pricing configuration, contract management, incentive and commission management, time and

travel management, and sales analytics. Support multiple deployment options across all selling channels, including role-based sales portals, mobile sales, telesales, and e-selling. Service – with a broad range of functions that transform service into a profitable line of business, including service sales and marketing, service contract management, field service, e-service, workforce management, and channel service. Call centers, field service, and e-service provide various deployment and delivery options for customer service.

E-commerce – with functions for e-marketing, e-selling, e-service, and e-analytics that enable you to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. Interaction center – with support for telemarketing, telesales, customer service, e-service, employee-interactioncenter management, operations, administration, and analytics that help enhance the performance of your interaction center. Channel management – with functions that help optimize your indirect channels, including partner management; channel marketing, sales, service, and commerce; and partner and channel analytics.

. . . WITH mySAP CRM

mySAP CRM SOLUTION MAP: UNDERSTANDING BUSINESS VALUE mySAP CRM supports your most important business processes and provides tools to help you understand how these processes work. One of these tools is the solution map shown on this page.

expertise SAP has acquired through extensive business experience and research, SAP solution maps are multilevel blueprints of processes. They help you visualize, plan, and implement a coherent, integrated, and comprehensive information technology solution. They also show how mySAP CRM

Built using input from customers and industry analysts, plus the technical

Marketing

Marketing Resource Management

Sales

Sales Planning & Forecasting

Service

Analytics

Segment and List Management

Territory Management

Service Planning & Forecasting

Customer Analytics

Campaign Management

Account & Contact Management

Customer Service & Support

Product Analytics

Activity Management

Trade Promotion Management

Lead Management

Quotation & Order Management

Opportunity Management

Resource Planning & Optimization

Marketing Analytics

supports various processes, including processes covered by SAP and its partners. With solution maps, you quickly understand business solutions and the business value they can bring. The solution map for mySAP CRM is available at www.sap.com/solutions/crm.

Contract Management & Leasing

Service Operations Management

Sales Analytics

Marketing Analytics

Service Analytics

Incentive & Commission Management

Professional Services

Interaction Channel Analytics

C H O O S E T H E N E X T- G E N E R A T I O N C R M S O L U T I O N

THE SOLUTION THAT EVOLVES WITH YOUR BUSINESS Drawing on more than 30 years of experience in the CRM arena, SAP has created a unique CRM solution that grows with your business.

incrementally. This evolutionary approach protects your existing IT investments and can result in considerable savings.

Even if you currently use earlier versions of SAP software or other CRM

If you are a new SAP customer, you also benefit from these advantages, whether you are looking for organization-wide solutions that will grow along with your business or simply want to standardize your current IT environment. mySAP CRM is available as modular building blocks that combine software, best practices, and services to enable organizations to benefit from SAP’s 30-plus years of business expertise, ensuring a fast implementation – and fast ROI – at minimal risk.

solutions, you can transition easily to mySAP CRM. By doing so, you bring a new dimension of business efficiency and flexibility to your CRM infrastructure. Moreover, you can implement additional solutions and enhancements

Regardless of your transition choice, integrating other systems with SAP solutions is made far easier with the SAP NetWeaver platform. SAP

NetWeaver connects IT systems and takes advantage of existing IT infrastructures by linking users, information, and business processes across technology boundaries and across the organization. For Now and the Future

mySAP CRM provides the comprehensive functionality you need to support all customer-facing lines of business across marketing, sales, and service and through all customer interaction channels. The capabilities that mySAP CRM provides today are only the beginning. SAP is committed to continual enhancement of mySAP CRM, to ensure that the offerings remain the ideal choices for organizations like yours that need to drive revenue, attain operational excellence, and manage profitable growth. SAP understands your SAP solutions and the decisions that drive them, and that’s critical to your success.

“With the implementation of mySAP CRM, we made sure to institute comprehensive training that focused not just on the technical aspects, but on understanding how a customer-focused philosophy can benefit them and adidas as a whole.” Hans Ruprecht, Sales Director and Head of Customer Service, adidas-salomon The ROI Review, December 2003 adidas-salomon realized a 26% internal rate of return through cost savings by automating manual processes, increased revenue from cross-sell and up-sell efforts, and improved productivity among sales agents.

. . . TO EXTEND AND AUTOMATE BUSINESS PROCESSES

MANAGE KEY ACTIVITIES WITH THE MOST COMPLETE CRM SOLUTION ON THE MARKET ACTIVITY

BENEFIT

MARKETING

• Increase marketing velocity, efficiency, and accountability for marketing spend • Enhance effectiveness, success rates, and ROI for campaigns • Improve sales processes to maximize sales productivity and performance • Reduce the cost of sales • Increase revenue and market share • Improve the effectiveness of supply chain planning and execution • Increase customer loyalty and lifetime value • Transform service into a profitable line of business • Drive revenues • Reduce customer service and field service costs • Decrease service giveaways • Increase customer loyalty • Increase revenue by extending market reach • Improve customer service and satisfaction through multiple interaction channels • Work with a single view of customers and integrated processes • Reduce the cost of sales and support • Make e-commerce more profitable • Increase customer satisfaction • Improve credibility with customers • Increase revenue and productivity • Manage customer-interaction cycle • Boost revenues and profit • Reduce costs • Increase customer satisfaction • Empower partners

SALES

SERVICE

E-COMMERCE

INTERACTION CENTER

CHANNEL MANAGEMENT

If you would like to know more about mySAP CRM – and find out how mySAP CRM can help your company operate more efficiently and profitably – please visit: www.sap.com/crm.

www.sap.com /contactsap

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