Solution Details
SAP Business Communications Management rapid-deployment solution V2.700
© 2011 SAP AG. All rights reserved. 2
Contents
Introduction to SAP Rapid Deployment Solutions
Overview of the Solution
Solution in Detail Receive Inbound Call Transfer Inbound Call Place Outbound Call and Callback Monitor and Control Contact Center Operations SAP CRM Integration
Service Delivery
Technical Details
Introduction to SAP Rapid-Deployment Solutions
© 2011 SAP AG. All rights reserved. 4
Today’s reality…
“
“
Statistics state that up to 70% of IT projects run late, over-budget, or do not meet planned goals…Consequently, implementation risk is a critical factor…From “Introducing Packaged Solutions” by Michael Krigsman
Now when companies think about implementing an application, they really want to implement an integrated solution. Henry D. Morris, Senior Vice President of Worldwide Software and Services, IDC
Customers today want choices in how they scope, configure, and deploy business software. Peter M. Russo, Managing Director of Pierre Audoin Consultants
© 2011 SAP AG. All rights reserved. 5
You want to…
… ensure the most predictable and fastest time to business value
… deliver the integration the business demands to start and grow without compromises
… choose from a modular ready to use portfolio of solution, deployment and pricing options
© 2011 SAP AG. All rights reserved. 6
SAP and a global partner ecosystem offer Rapid-Deployment Solutions to meet specific business needs…
Software
Quickly address the most urgent business processes
Content
SAP best practices, templates and tools make solution adoption easier
Enablement
Guides and educational material speed end user adoption
Service
Fixed scope and price provides maximum predictability and lowers risk
SAP Rapid-Deployment Solutions
Service
Software
Enablement
Content
RAPID DEPLOYMENT
SOLUTIONS
© 2011 SAP AG. All rights reserved. 7
… which allow predictability, out-of-the-box integration and adoption choices as business demands
Predictability Fast value in days/weeks Fixed cost and fixed best practice scope
Integration Integrated start and growth options Immediate and future IT and business processes
landscape integrity
Choice Modular packages to meet specific business needs
and allow individual adoption paths Flexible licensing and deployment options
SAP Rapid-Deployment Solutions
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Why have customers chosen SAP Rapid-Deployment Solutions?
8
Weeksto go-live
15%
Reduction in project costs
4
Week implementation
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Delivered by SAP or qualified partners
Large Global Partner Ecosystem maximizes availability of and choice within the Rapid Deployment Solutions portfolio
System integrators and value-added resellers provide industry and LoB specific capabilities and expertise
Cloud partners provide the deployment options to match your business needs
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SAP Rapid-Deployment Solutions define a new standard for business solution adoption across the SAP Portfolio
On demand
On premise
On device
Deployment
Business Solutions
Analytics
Technology
Solution Portfolio Industry & LoB
HANA
Mobility
Innovations
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SAP Rapid-Deployment Solutions support all use cases along your adoption path
From zero to ERP baseline in one goIndustry & geography-ready
New business and user capabilities – that fit with your existing footprint
LoB or industry-specific, mobile, business analytics, collaboration
Start
Grow, extend, innovate
Predictability Integration Choice
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Get the most out of your business – NOW!
Quickly meeting your most pressing business needs on unprecedented predictability to adopt and manage business solutions
Enabling strategic business adoption paths with out-of-the-box integration for start and grow options as your business demands
Giving choice by providing a modular and well defined portfolio of solution options together with a Global Partner Ecosystem
Overview of the solution
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Business challenges There is a solutionUnderstand Your Customer and Contact Center operations Understand Your customers’ requirements and behaviors Get real-time feedback on Your strengths and weaknesses Plan long-term goals based on facts
Take Decisions to Action Deploy contact center services across Your organization Adapt Your customer experience in real-time Stay ahead of Your competitors
Be a Best Run Contact Center Use contact center as a strategic asset for creating customer
value Maximize contact center performance Avoid unnecessary investments
Lower Overall TCO Bundled solution with native SAP integrations (vs. separate
components) Provides preconfigured software based on best practices along
with fixed-scope implementation services for a successful implementation at a predictable price, effectively eliminating cost overruns and project delays
Advanced Contact Center Essentials – Quickly and Affordably
Low customer satisfaction Long queuing times for customers Low first contact resolution rates
Inflexible Contact Center operations No /limited tools to see contact center status in real time Difficult to adjust /adapt operations in real time Inability to get the facts on past performance
Contact Center disconnected from other company operations
Inability to leverage back-office and remote experts to serve customers /support CC agents
Unable to temporarily upscale contact center resources to respond contact center peak hours
High TCO and complexity Multiple separate systems with custom integrations between each
others Inflexibility to scale up or down capacity Expensive system updates with risk to break down custom
integrations High risk due to the complicated implementation
© 2011 SAP AG. All rights reserved. 15
SAP BCM RDS
Business process scope covered
Place Outbound Call and Callback
Place Outbound Call and Callback
Transfer Inbound CallTransfer Inbound Call
SAP CRMSAP CRM
Receive Inbound CallReceive Inbound Call
5
1Receive Inbound Call
2Transfer Inbound Call
3Place Outbound Call and Callback
4Monitor and Control Contact Center Operations
Monitor and Control Contact Center
Operations
Monitor and Control Contact Center
Operations
Automated Voice Self-Services
Contact Center AgentsSAP BCM stand-alone
Contact Center Agentsintegrated with SAP CRM
Contact Center Manager /Supervisor /Analyst Users
5SAP CRM integration
1
2
3
4
Business and Technical Administrator Users
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Business benefits Measurable success Over 80% resolution of calls at the first point of
contact Decreased average call handling time by ca. 20
seconds per call Distributed administration and easy management
resulted 50% savings in contact center operational costs.
Over 10% savings in contact center operating costs
Better utilization of expertise and resources cuts customer waiting time down
Ability to use call center resources more effectively
savings on annual basis for forwarded calls Live in five weeks with very stable system
Benefits for you
Shorter response times due to increased agent productivity and first time resolution rates
Provides self service capabilities to decrease call center volume
See Your Contact Center performance in real-time Adapt Your Contact Center operations according
to current need Know how, when and why Your customers are
contacting Your company Improve quality by using Your office and remote
agents to support contact center agents Respond quickly to high contact peak loads by
assigning office and remote agents to queues Bundled solution with native SAP integrations (vs.
separate components)
Receive Inbound Call
© 2011 SAP AG. All rights reserved. 18
What’s included Business benefits Increase Contact Center productivity, shorter
response times, provide better quality service and improve customer satisfaction
Understand what your customers ask from you Realize what kind of products /services and skills
you need to respond customer demand at any given time
Best possible service to the customer with current resources using various routing mechanisms, such as skill based routing, automatic call distribution, preferred agent routing, Hunt groups /call pick-up groups
Adapt functional configuration – queues, users and routing rules – in real time according to business need without IT’s involvement or service interruptions
Use automated services, e.g. call-back and IVR during peak times to balance load across the business day
Receive Inbound Call: scope and benefits
In this scenario, a customer calls toll-free service phone number of a company he does business with to solve an issue.
Interactive Voice Response (IVR) asks the customer to input information. IVR services is used to automate routines: customer identification, service selections, language preferences, etc.
BCM locates best available skilled agent including external agent and the caller will wait in queue until an agent, attached to that queue, is available.
After the customer is routed to the right available agent, the agent place the incoming call and start to serve the customer.
Script associated with service queue is opened to guide the agent through complex service calls to ask the right questions and provide the right answers.
After the solution is provided to customer, IC agent ends the call.
© 2011 SAP AG. All rights reserved. 19
In the system
Key process flows covered Receiving inbound call in the
support IVR IVR prompt and choice (e.g.
language and/or service selections) Putting call into the support queue
and Support queue prompt Routing call to an available skilled
agent Inbound call alerting in BCM
connected SIP phone, CDT, mobile. Inbound call acceptance Opening script Ending the call and wrap-up
Transfer Inbound Call
© 2011 SAP AG. All rights reserved. 21
What’s included Business benefits Leverage expertise in the back-office and in the
field to route customer contacts immediately to the best available people
Ability to upscale and downscale resources according to need
Increase your agents productivity with suitable tools, for example,– Communication Desktop (CDT) is designed as
powerful tool for first line contact center agents and supervisors
– SAP Convergence is designed for office experts /users contributing also to customer service operations
– External Agent and mobile client are designed for mobile workers to participate in contact center operations
Presence indicators provides other user and queue status information on one eyesight.
Transfer Inbound Call: scope and benefits
In this scenario, a customer calls toll-free service phone number of a company he does business with to solve an issue.
BCM locates best available 1st Level support agent and the caller will wait in queue until an agent, attached to that queue, is available.
After the customer is routed to the right available agent, the agent place the incoming call and start to serve the customer.
Due to the complexity of issue, agent search specialist by the directory and presence services and transfer the customer call to specialist (2nd Level support )
After the solution is provided to customer, specialist ends the call.
© 2011 SAP AG. All rights reserved. 22
In the system
Key process flows covered Receiving inbound Call in the queue Routing to an available 1st Level
support agent Incoming call acceptance specialist skills search in directory Making a consultation call to the
Specialist Queue 2nd level support agent in specialist
queue accepting the inbound call Transferring the Customer’s call to
2nd level support agent via Hunt group queue
Ending the call and wrap-up
Place Outbound Call and Callback
© 2011 SAP AG. All rights reserved. 24
What’s included Business benefits Balance load across the business day during peak
times Improve customer satisfaction
Place Outbound Call and Callback: scope and benefits
In this scenario, the call-back is introduced during peak times to balance load across the business day.
A customer calls toll-free service phone number of a company he does business with to solve an issue during peak time. The caller is forwarded to callback service after he waits in queue 30 seconds.
Customer select callback according to IVR prompt and hear acknowledgement prompt.
After callback in the queue is routed to the right available agent, the agent accept the callback event, place outbound call to customer and then talk with customer.
After the solution is provided to customer, agent ends the call.
© 2011 SAP AG. All rights reserved. 25
In the system
Key process flows covered Receiving incoming Call in the
service queue Service queue prompt Forwarding caller to callback service Callback prompt Generating callback Callback acknowledge prompt Routing callback to an available
support agent Callback event acceptance Outbound call generation Ending the call and wrap-up
Monitor and Control Contact Center Operations
© 2011 SAP AG. All rights reserved. 27
What’s included Business benefits Increased customer interaction quality Skilled and motivated personnel Ability to upscale and downscale resources
according to need Balance /share load across the business day Learn how to handle customer interactions in
efficient manner and with consistent quality Know how, when and why your customers are
contacting You Analyze Your Contact Center performance and
identify bottlenecks Constantly measure and report Your Contact
Center improvement
Monitor and Control Contact Center Operations: scope and benefits
In this scenario, a call center manager use different tools in BCM to monitor and control Contact Center Operations.
Monitor operations in real time and re-assign resources according to situation at any given time
Use supervisor tool to support and coach agents in real time, for example manage queue login statuses, listen /coach with customer calls
Use call recording to help in agent training by demonstrating best practices
Identify trends /seasonal patterns via reporting to plan staffing proactively and minimize unnecessary surprises
© 2011 SAP AG. All rights reserved. 28
In the system
Key process flows covered Real time customer service situation
and bottlenecks identification Department and teams level
operations adjustment via Monitoring and/or system configurator tools
Support, control and manage individual agents
In-built call recording and contact history analysis
Contact volume and agent reports review
SAP CRM Integration
© 2011 SAP AG. All rights reserved. 30
What’s included Business benefits Lower TCO
– Pre-built native integration reduces implementation and support cost
– Open interfaces enable customers to keep effective existing solutions in conjunction with SAP
Lower risk– Easy to consume with short time-to-value
discrete implementable steps– Large ecosystem of partners and customers with
proven track record of success Proven Value
– Customers have proven process-specific value and benchmarks of SAP’s solution
– High-value services to ensure delivery of the project
Comprehensive Solution – A component of a larger end-to-end process for
customer service with Industry best practices
SAP CRM Integration: scope and benefits
In this scenario, a customer calls toll-free service phone number of a company he does business with to solve an issue.
Interactive Voice Response (IVR) asks the customer to input information. IVR services is used to automate routines: customer identification, service selections, language preferences, etc.
BCM locates best available skilled agent and the caller will wait in queue until an agent, attached to that queue, is available.
After the customer is routed to the right available agent, The agent will place the inbound call and serve the customer in the CRM interaction center, and disconnect once the call is finalized.
After the solution is provided to customer, IC agent ends the call.
IC Agent can also place outbound call to customer transfer inbound call, etc, in SAP CRM IC UI as well.
© 2011 SAP AG. All rights reserved. 31
In the system
Key process flows covered Receiving inbound call in the
support IVR IVR prompt (e.g. language and/or
service selections) Putting call into the support queue
and Support queue prompt Routing call to an available skilled
agent Inbound call alerting in CRM IC Inbound call acceptance Customer Identification Service Request Creation / Update /
Closure Ending the call and wrap-up
Service Delivery
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Implementation Testing Key User Training
Successful rollout and adoption Configuration documentation
<Solution/Headline for go live in weeks>
Start RunDeploy
Expectations
1 3
Project management Kick-off workshop participation Preparing technical
infrastructure
Mutually-approved scope document
Working SAP system
User-acceptance testing Onsite and remote support
Superior support to ensure smooth functioning
2
Note: This slide represents a typical deployment. Exact details may differ according to solution.
Results
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Pre-defined Services for Rapid-Deployment Solutions
Your path to Go-Live: fast, efficiently and at predictable cost Fixed-price Implementation Services Pre-defined Project Methodology Ready-to-use Accelerators
Start RunDeploy1 32
Project management Kick-off workshop participation Preparing technical infrastructure
Accelerators / Deliverables Consulting Delivery Guide Project schedule WBS Service Delivery Model, roles and
responsibilities Request for consultants template Process descriptions Process-flow-documents Kick-off presentation Consumption Guide Pre-delivery requirements and
checklist
Note: This slide represents a typical deployment. Exact details may differ according to solution.
Solution Realization Master Data Load Refinement Workshop &
Refinement Realization Knowledge Transfer to Key Users
Accelerators / Deliverables Installation guide Solution Documentation Solution Manager content Best-Practices content
(pre-configuration) Configuration activities Consulting Delivery Guide Implementation Content
Performance Tests End User Training Sign off of solution Go-Live Preparation Go-Live Post go-live support and activities Improvements and road map
workshop
Accelerators / Deliverables Test cases Deliverable acceptance forms Training Materials –
Process-flow recordings etc. Go-Live Checklist
© 2011 SAP AG. All rights reserved. 35
Configuration Guide
Scoping Questionnaire
Kickoff Workshop
Project Schedule
Support PortalCheck Lists
Implementation methodology
Start RunDeploy1 32
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2011 SAP AG. All rights reserved. 36
Project plan and timelines
Prepare Project
Kick off workshop
Select Options
Check Installation
SAP involvement Customer involvement
Start RunDeploy1 32
Activate Solution
Confirm Solution
Acceptance Testing
Train Key Users
Set up Customer Data
Transport
End-user Training and Organisation Change Management
Prepare Production
Project Sign-off &Support
Note: This slide represents a typical deployment. Exact details may differ according to solution.
© 2011 SAP AG. All rights reserved. 37
What’s included – Service scope*
SAP Business Communications Management rapid-deployment solution – Service Scope
Inbound Contact Center
Software-based Interactive Voice Response (IVR)
Available Personal Reach ability Services (PRS) Profiles
Automatic Call Distribution
Skills-based routing
Server side recording
Voicemail
CRM Integration or BCM Standalone
Reporting
Server
Configuration
A special step-by-step guide describes each activity during the deployment
* See Statement of Work for Details
© 2011 SAP AG. All rights reserved. 38
What does SAP deliver? What do you have to do? Business readiness for go-live
Design and roll-out of end-user training
Day-to-day backfill for customer project team members
SAP system management
Coordination with remote sites
Project communication to the company
Providing the IT infrastructure (server)
Installation of a SAP BCM 7.0 system on Licensee’s server, production
Set-up of development and production systems
Organization change management
End user training, data cleansing and migration, cutover and roll out
Manage transports and set-up of productive system and cutover activities
Key deliverables
Kick-off presentation
Installation check
Refinement workshop/select options (options selected and scope confirmed from the user defined changes above
Configured and unit tested development environment of the rapid deployment of SAP BCM as per the scope
Knowledge transfer to key users
Go-live assistance
© 2011 SAP AG. All rights reserved. 39
Project team: SAP
SAP Project Lead Serves as a central contact person, from project
initiation to going live and support On the SAP side, responsible for functional project
management, coordination, support and coaching of the customer’s project manager, and so on
SAP Consultants Responsible for implementation of the agreed upon
scope for the rapid-deployment solution
© 2011 SAP AG. All rights reserved. 40
Project team: customer
Leading Project Manager Serves as a central contact person, from project initiation
to going live and support On your side: responsible for functional and commercial
project management, coordination, overall project controlling, preparation of steering committees, and so on
Basis staff Especially responsible for the installation and administration
of the development and productive system landscapes
Functional department staff / key user Responsible for workshops, questions from SAP,
end-user training, and possibly as a power user for simple configurations
Specialized Staff (Optional) Responsible for further specialized areas such as customization and configuration
Technical Details
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System requirements
Product Product Version ComponentLogical Component
in SAP Solution Manager*
Comments
SAP BCM 7.0, SP02 N/A SAP BCM Software
SAP CRM70 Enhancement Pack 1, SPS 06
CRM70_EHP1_CRM_APPL_SERV_ABAP
Required only if BCM with CRM integration process is to be implemented
Microsoft Windows Server
2003/2008/2008 R2 32-bit or 64-bit
N/A Required OS
Java
Java SE Runtime 6 (JRE 6, or so called Java 1.6) 32-bit edition
N/A Required
Microsoft SQL Server
2005/2008/2008 R2 N/A Required
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System landscape
MS SQL ClusterSAP BCM Servers
ReportingServer
BCM AppServer 1
BCM AppServer 2
SQL ClusterServer 1
SQL ClusterServer 2
Public Switched Phone Network
(PSTN)
Lan
Lan
E1/T1/J1
VOIPGateway 2
Lan
VOIPGateway 1
<Solution/Link to demo>
SAP Rapid-Deployment SolutionsThe fastest way to run your business better