copyright © 2003 americas’ sap users’ group crm and is-afs tony hawker solutions architect,...

Copyright © 2003 Americas’ SAP Users’ Group

CRM and IS-AFS

Tony Hawker

Solutions Architect, Oakley,Inc.

May 19, 2003

Oakley – A World Brand

Invention-inspired products position the brand

Powerful brand identity fosters demand

Authenticating sports marketing reinforces technology

Worldwide selective distribution through specialty channels

Aggressive protection of intellectual property guards brand integrity

Oakley Worldwide

SAP Footprint

R3 4.5B: FI, CO, PM, MM, SD, LE, PP

IS-AFS 2.5B

90% of the company worldwide on SAP

Ongoing BW 3.0B Project

CRM High Level Vision General:

One consistent set of tools to use for all products

Single data source for all transactional data

Field In-house

Interface

Simplified screens X X

Browser based / thin client X X

Screen pop / Key functionality tied to inbound call including Customer Interaction tracking

X

CRM High Level Vision

Order Status

- Specific order states X X

Sales Analytics

- Customer MTD/YTD/Y over Y X X

- Field Rep MTD/YTD/Y over Y X X

- RSM MTD/YTD/Y over Y X

- Budget vs actual at each level X X

Account Information

- Billing / AR info X X

- Credit Status X X

Support for PDA/Wireless computers (future) X X

Contact tracking X X

Key functionality Field In-house

Order Entry

- Product catalog X X

- Model stocks X X

- Blank order form X X

R & D Workshop

Overview of CRM components (v3.1)

Internet Sales R3 Edition (with AFS)

Internet Sales CRM Edition

Customer Interaction Center

Field Sales

Marketing

R&D Findings

Internet Sales R3 Edition (with AFS)

AFS is supported

Not available with 4.5B/2.5B!

Does not support our field rep to customer relationship

Significant development would be required

Internet Sales CRM Edition

Does not support AFS

Closer alignment to our field rep to customer relationship

Development would still be required

R&D Findings

Customer Interaction Center

(Psuedo) support for AFS (Orders created in R3 only)

3.1 GUI is combersome. 4.0 version has slick Web based GUI

Field Sales

No AFS

Cumbersome interface

Significant VB development required to overcome this

Marketing

Great when other areas are implemented

Already have tool to do this

CRM Roadmap

Options Viable Today Near-Term Viable Long-Term Alignment with vision

Sales1. SAP R/3 only Yes Cleaner UI w/ Custom

developmentNo

2. ISA R/3 Edition Yes (no AFS) or With AFS (4 wks SAP dev. Both options: User to Customer Relationship = custom dev

No - migrate To CRM No

3. ISA CRM + custom wrapper / Portal (to show Analytics from BW/R3/Other)

Yes (no AFS). User to Customer Relationship = custom dev

Yes 4.0+ should be stronger (AFS ?)

Yes (Provided AFS gets there)

4. CRM Mobile sales No Yes - Heavy UI development (AFS - no)

Yes? (Provided AFS gets there)

5.CRM Sales (Online) No v4.0 1Q04 (AFS ?) Yes (Provided AFS gets there)

6. Portal w/ role defined for RSM Yes -- AFS -Yes UI development

Yes No except for wrapper for CRM Sales (Online)

Customer Services1. SAP R/3 Yes Yes - no portal No

2. CIC w/ Aspect Integration Yes - Std UI only (no portal) Yes - Web UI 1Q04 Yes

3. Aspect/Customized R/3 Yes - development required (no portal)

Yes - No Portal No

Use Today

Phase I (This Year)

Phase II (Next year)

2003 Projects

Internet sales CRM edition Pilot

Non AFS product lines only

12 Weeks to pilot roll out (10-12 Field Reps)

8 weeks of SAP consulting support

Roll out to all Field Reps (US) by year end

CRM Upgrade to 4.0

Based on joining Ramp up program

Needed for CIC pilot (Web Client)

CRM CIC Pilot

Telesales and In-house sales

Call center integration

Roll out to all US sales into Q1 2004

2004 Projects

Internet sales CRM edition roll out internationally

CRM CIC roll out internationally

Field Sales Pilot and Roll out (US)

Inclusion of AFS when available

Moral of the Story

There is not a lot of AFS support in the mySAP CRM suite of products!!!... TODAY

AFS SIG needs to push this with SAP

Copyright © 2003 Americas’ SAP Users’ Group

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Session Code: 3003