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Process Walkthrough
IS-A-DBM Scenarios
SAP Global Delivery
SAP for Automotive: Dealer Business
Management
Dealer
Management
System
User Interfaces
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
mySAP ERP
SAP NetWeaver
SAP FOR AUTOMOTIVE SAP DEALER BUSINESS MANAGEMENT
Service
Fulfill-
ment
Warranty
This application addresses vehicle sales, workshop management, and
parts management in dealerships or dealership organizations. It features quick and reliable services that include an efficient handling of customer-centric
business processes along the entire customer relationship life cycle.
Master Data
Vehicle and customer data, parts and prices, labor
operations and packages, catalog integration
Processes at Dealership
New and used car sales
Service parts sales, including cash desk
Service order fulfillment, including scheduling engine
Integrated warranty claim creation
Based on SAP ERP
Fully integrated into SAP Controlling and Accounting
Supports building an enterprise using flexible
organizational structure for logistics, accounting, and HR
Shared services for HR, purchasing, inventories,
controlling, accounting, analytics, and so on at
dealerships
Interface Technology
SAP NetWeaver as basis for tight integration to OEM and
other external systems and services
Used Car Sales
All information in one screen,
including customer, vehicle, warranty,
inventory, and so on
Used cars process is implemented as
a return and buy-back process
Consolidated view of available
inventory
Improved order delivery velocity
New Car Sales
Common database for vehicles and
customers
Multi-brand capable
Event-specific tracking of vehicle
inbound logistics
Detailed pricing information, direct
posting into accounting, and
document flow
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
Increase Profitability and Focus on Multi-
Brand
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Value Drivers
Customer
Satisfaction
Visibility of
Vehicle Inventory
Multi-brand
Capability
Common Vehicle &
Customer Database
Cost control for
Distribution & Sales
Upload of external
Documents
Vehicle Evaluation &
Price Determination
Service Fulfillment
Easy one-screen navigation for
vehicle and service-related data
Service order scheduling engine:
service dates, technicians, tools,
bays, and utilization reports
Integration of warranty claim creation
Catalog integration for labor
operations, parts, and defect codes
Detailed part pricing and availability
check
Service Parts Sales
Easy0to-use transaction to sell
service parts
Easy-to-use cash desk user
interface for over-the-counter sales
Simplified transactions for new
parts master creation
Online availability check during
order creation
Stock overview across dealer sites
and central purchasing
Parts pricing information online
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
Increase Customer Retention and Fixed
Operations
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
End-to-end
Process
Value Drivers
Customer
Satisfaction
Catalog
Integration
Multi-brand
Capability
Warranty
Claims
Cost
Control
Optimization of
Parts Stock
Utilization of
Workshop Personnel
Inventory and
Availability Check
Warranty
Online check for vehicle’s
warranty status and applicable
recall campaigns
Integration of service order
processing to SAP Warranty
claims processing
Claim creation for selected service
order items and jobs
Status tracking of claims process
Separated bills and cost
settlement per warranty, good-will
and billable services
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
Improve Operating Efficiency
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Customer
Satisfaction Vehicle Recalls Cost Control
Warranty Claims
Administration
Value Drivers
CRM Based on SAP ERP
Lean Dealer
Customer Fact Sheet and Memo
Pad
Sales activities (e.g., Lead
Management)
Complaint Management
Lean Marketing
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
Put the Customer in the Center of Your
Business
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Common Customer
& Vehicle database
Information
Available at Hand
Increase Share of
Wallet
Customer
Analytics
Value Drivers
SAP Dealer Business Management: Portfolio
ASP, Hosting, Licensed, All-in-One, Local
ROLE-BASED
USER
INTERFACES
INTEGRATED
APPLICATION
MULTI-BRAND
& LOCATION
LEADING
APPLICATION &
TECHNOLOGY
PLATFORM
DEPLOYMENT
METHODS
• Global and local
• Open integration and connectivity
• Security
• Flexibility
• Clear release strategy
• OS and database independence
• Scalability
• Automotive best practices
Parts management
Vehicle service
Vehicle sales and administration
Customer management
Parts
Customers
Vehicles
Dealership finance
Controlling
Human resources
Dealer A Service
Point D Dealer B
Service
Point E
Service
Point F Dealer C Holding
© SAP 2007 / Page 8
1. DBM Vehicle Sales Process
2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
Agenda
DBM Vehicle Sales Process
© SAP 2007 / Page 9
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Order
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
DBM Vehicle Sales Process
© SAP 2007 / Page 10
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Order
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Activity
• Receive customer data from CRM
• Include vehicle model information
• Create vehicle as requested
DBM Vehicle Sales Process
© SAP 2007 / Page 11
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Sales Order
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Vehicle Quotation
• Search vehicle
• Check and complete customer and vehicle
data
• Enter quotation and pricing details
• Check credit limit
• Print quotation
DBM Vehicle Sales Process
© SAP 2007 / Page 12
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Sales Order & Splits
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Sales Order • Convert quotation or create a new sales order
• Check & complete customer & vehicle data
• Order and pricing details
• Check credit limit
• Print sales order
• Split order into Multiple payers and bill-to-parties
•Pricing details per split
DBM Vehicle Sales Process
© SAP 2007 / Page 13
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Sales Order & Splits
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Vehicle Inbound Logistics
• Move vehicle into inventory, status
• Receive incoming invoice including
additional costs (freight) and tax
• Integration to accounting
This step is required in a ‘Build to Order’ scenario i.e. when the Dealer does not have stock and raises a PO for the same
The dealer can raise a PO through the DBM system and a PO automatically gets generated in the ERP system (Interface needed)
Once the dealer receives a vehicle against this PO, he creates a GR and Invoice (all through a single DBM window)
DBM Vehicle Sales Process
© SAP 2007 / Page 14
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Sales Order & Splits
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Delivery and Goods Movements
• Inventory Management
• Status tracking
• Print shipping document
DBM Vehicle Sales Process
© SAP 2007 / Page 15
Vehicle Preparation
Create Vehicle Model
& Vehicle
Quotation Process
Assign Customer &
Create Quotation
Sales Order
Convert Quotation to
Sales Order & Splits
Inbound Logistics
Create PO, GR and
Invoice for vehicle
Delivery
Create Goods Issue
(for the vehicle)
Billing
Sales order billing &
invoice
Sales Order Billing • Create, post, and print billing
documents • Integration into accounting, tax
deduction • Profitability analysis
© SAP 2007 / Page 16
1. DBM Vehicle Sales Process
2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
Agenda
DBM Parts Sales Process
© SAP 2007 / Page 17
Parts Sales Order
Create Service Order
for Warranty
Parts Delivery
Goods issue and
inventory management
Billing
Create and post billing
documents
Cash Desk
Settle customer
payment transactions
Parts Sale
• Order, vehicle, and pricing details
• Standardized catalog interface
• Credit limit check
• Part Supersession and availability check
• Trigger purchase requisition for missing
parts (external or internal)
• Print order
DBM Parts Sales Process
© SAP 2007 / Page 18
Parts Sales Order
Create Service Order
for Warranty
Parts Delivery
Goods issue and
inventory management
Billing
Create and post billing
documents
Cash Desk
Settle customer
payment transactions
Delivery and Goods Movements
• Inventory Management
• Print shipping document
DBM Parts Sales Process
© SAP 2007 / Page 19
Parts Sales Order
Create Service Order
for Warranty
Parts Delivery
Goods issue and
inventory management
Billing
Create and post billing
documents
Cash Desk
Settle customer
payment transactions
Parts Sales Order Billing
• Create, post, and print billing docs
• Integration with accounting,
profitability analysis, etc.
DBM Parts Sales Process
© SAP 2007 / Page 20
Parts Sales Order
Create Service Order
for Warranty
Parts Delivery
Goods issue and
inventory management
Billing
Create and post billing
documents
Cash Desk
Settle customer
payment transactions
Cash Desk
• Easy-to-use cash desk for OTC
cash and credit card payments
• Integration with accounting
• Cash receipts
• Printing of sales checks
© SAP 2007 / Page 21
1. DBM Vehicle Sales Process
2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
Agenda
DBM Vehicle Service Process
© SAP 2007 / Page 22
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Create PO, GR and
Invoice for vehicle
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
DBM Vehicle Service Process
© SAP 2007 / Page 23
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Create PO, GR and
Invoice for vehicle
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
Quotation for Service Order
• Check and complete customer and vehicle data
• Enter service order data, jobs, and item details
• Check parts availability and credit limit
• Warranty and recalls
• Evaluate pricing
• Print quotation
DBM Vehicle Service Process
© SAP 2007 / Page 24
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Record time spent/
material consumed
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
Service Order Processing
• Convert quotation or create service order
• Check and complete customer and vehicle data
• Enter service order data, jobs, and item details
• Check parts availability, credit limit, warranty, and recalls
• Evaluate pricing online
• Print quotation
• Release order for scheduling and execution
DBM Vehicle Service Process
© SAP 2007 / Page 25
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Create PO, GR and
Invoice for vehicle
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
Service Order Confirmation
• Record spent time/
working units and
material consumption
DBM Vehicle Service Process
© SAP 2007 / Page 26
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Create PO, GR and
Invoice for vehicle
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
Service Order Split
• Split service order, items or jobs
warranty/good will, internal order, CCs
• Create warranty claim
• Claim sending, receiving and processing
• Check return parts
• Evaluate detailed pricing
• Print service order and claim
DBM Vehicle Service Process
© SAP 2007 / Page 27
Quotation Process
Create Service
Quotation
Service Order
Convert Quotation to
Service Order
Confirm Order
Create PO, GR and
Invoice for vehicle
Split Order
Split order for jobs and
warranty claims
Billing
Service order billing &
invoice
Service Order Billing
• Create, post and print billing docs
• Integration into accounting,
profitability analysis, tax decl.
© SAP 2007 / Page 28
1. DBM Vehicle Sales Process
2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
Agenda
DBM Warranty Process
© SAP 2007 / Page 29
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
DBM Warranty Process
© SAP 2007 / Page 30
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
DBM Warranty Process
© SAP 2007 / Page 31
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
DBM Warranty Process
© SAP 2007 / Page 32
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
DBM Warranty Process
© SAP 2007 / Page 33
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
DBM Warranty Process
© SAP 2007 / Page 34
Master Data
Maintain Warranty
Master Data
Warranty Order
Create Service Order
for Warranty
Split
Create splits for jobs,
warranty, recall etc
Claim creation
Create claims with
defect codes, roles etc
Reimbursement
ERP Warranty claim
settlement
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