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