sap crm solution details for business all-in-one

8/12/2019 SAP CRM Solution Details for Business All-In-One

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The customer relationshipmanagement functionality inSAP Business All-in-Onesolutions helps midsize com-panies improve marketing,sales, and service manage-ment. Integration with enter-prise resource planning(ERP) functionality helpsstream line processes fromlead generation through dealclosure to customer reten-tion. Optimize marketingresources and improve seg-mentation to drive demand;gain a 360-degree view ofall customer information;

manage sales cycles to winmore business; and providestellar service to keep cus-tomers and boost servicerevenue. Robust analyticsprovide real-time visibility tokey performance indicatorsacross all functions.

CRM WITHSAP BUSINESS ALL-IN-ONEDRIVE GROWTH WITH SUPERIORMARKETING, SALES, AND SERVICE

SAP Solution in DetailSAP Solutions for Small Businessesand Midsize Companies


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warranties. And across all marketing,sales, and service functions, powerfulanalytics give you real-time visibilityinto key performance indicators.

The CRM functionality in SAP Busi-

ness All-in-One is based on the SAPCus tomer Relationship Managementapplication and is built on the SAPNetWeaver technology platform, thefoundation for enterprise service-oriented architecture. As part of SAPBusiness All-in-One, the CRM func-tionality is adaptable to meet changingneeds, designed to meet industrystandards for best practices, and pricedto meet the budgetary needs of mid-size companies.

The application offers intuitive Web-likefeatures and online tutorials that helpreduce the need for formal training andencourage adoption. Links to key data,snapshots of recent records, remindersand alerts, screen personalization, andan advanced search help team membersperform daily tasks more efficiently.Integration with popular desktop toolslets employees centralize their activitiesand communications to boost their effi-ciency. Synchronize tasks, calendars,and e-mail systems and export cus-tomer and opportunity lists directly toMicrosoft Office tools, saving time andeliminating the errors associated withmanual data reentry.

The CRM functionality in SAP Business All-in-One helps you maximize profit-ability and differentiate your companyfrom its competitors.

Your company has grown quickly, soprocesses that once worked well mayseem cumbersome and inefficienttoday. This means new challenges andnew opportunities. How do you fine-tune operations to cut costs and eli mi-

nate errors? How do you continue toprovide better products, services, andsupport than your competitors? Andhow do you identify, acquire, and retainthe right customers and keep saleson target to fund growth while youmeet all those other goals?

If these questions keep you up at night, your company is ready to become amore customer-focused organization.The customer relationship management

(CRM) functionality in SAP Business All-in-One solutions can help. Precon-figured to meet the needs of fast-growing midsize companies, it providesa 360-degree view of your customerinformation and streamlines end-to-endprocesses from generating a lead toclosing a deal. You can drive customerdemand and increase ROI by optimizing

your marketing resources runningcampaigns, organizing segments andlists, and managing leads to close newbusiness. The software also helps youdevelop profitable customer relation-ships by making informed pricing deci-sions and better managing territories,accounts, contacts, activities, leads,and opportunities. In addition, it helps

you maximize service revenue by add-ing to your portfolio of services andimprove customer satisfaction by bettermanaging orders, contracts, complaints,returns, installed-base assets, and

ADDRESS NEW CHALLENGES AND OPPORTUNITIESIMPROVE YOUR CUSTOMERRELATIONSHIPS

The CRM functionalityin SAP Business All-in-One helps deliver

the right message tothe right target at theright time, increasingthe number and qualityof leads.


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Segmentation and list management Create target groups based on cus-tomer attributes, and map e-mail anddirect-mail addresses between externaland internal lists.

Campaign management Plan, design,and execute multichannel campaignsthat can include personal ized content.Use built-in e-mail templates for onlinecommunication and an interactivecalendar for central coordination of all

marketing plans, initiatives, campaigns,and promotions.

Lead management Automaticallygenerate and qualify leads from mar-keting campaigns and surveys, andpublish scripts and surveys to helpcold-call sales agents prequalify leadsand telemarketing agents qualifyprospects.

Marketing analytics Keep all yourmarketing metrics up-to-date and easilyaccessible to help generate and con-

vert more leads. Gain quick visibility

into lead and order status.

SHARPEN YOUR MARKETING EDGETURN INSIGHT INTO ACTION

The CRM functionality in SAP Business All-in-One helps deliver the right mes sage tothe right target at the right time, increasing the number and quality of leads with severalkey marketing features.

Strong customer relationship man-agement helps you develop and keepone of your greatest assets yourcustomers. They have more choicesthan ever in todays global market-place, and discovering those optionshas never been easier. Providing aricher customer experience is key toencouraging them to choose your

products and services above all theothers they see and hear about daily.

When you integrate customer relation-ship management functionality withenterprise resource manage ment func-tionality, you can achieve end-to-endprocessing as never before. Forexample, you can target a marketingcampaign tightly, assign the sales forceoptimally to pursue leads, empowerthem with information to price effec-

tively, move quotes seamlessly to salesorders, track orders right throughdelivery, and enable customers torequest maintenance services online.


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EMPOWER SALES MANAGEMENT ARM YOUR REPRESENTATIVES FOR THEFRONT LINES

Territory management Align salesresources to advance your salesstrategy, optimizing coverage andbalancing workloads across well-defined territories.

Accounts and contacts Centralizethe information for sales professionalsinto a single, comprehensive view tomanage accounts, including detailedprofiles, order and credit history, listsof contacts, service requests, and

open campaigns.Opportunity management Track,analyze, and optimize your salesopportunities from start to finish,automatically assigning partners andleveraging methodological templatesand organizational charting.

Telesales Enable your telesales agentsto work with account fact sheets thatsummarize all critical account informa-tion. Supply them with call lists andinteractive scripts for work with cus-tomers and prospects.

Sales analytics Deliver robust salesmetrics to help sales and marketingpersonnel better track and close oppo r-tunities, including reports that analyze

wins and losses, review the pipeline,

and list accounts with open opportu-nities and activities.

Customer interaction center Enabletelesales agents to handle inbound andoutbound calls, create sales orders,and up-sell and cross-sell.

The CRM functionality in SAP Business All-in-One has a variety of features that helpmake sales representatives more productive, sales managers more effec tive, and salesexecutives better armed for timely and informed decision making.

Midsize companies are asking ques-tions like these: How do I stream linemy day-to-day operations to reduce

cost and improve productivity? Howdo I keep turning out better products,services, and support than my com-petitors? And how do I establish anddevelop rewarding customer relation-ships and keep sales at a healthylevel to fund our growth?

The customer relationship manage-ment (CRM) functionality in SAPBusiness All-in-One solutionscan help.

You dont have to let customer service drain your human and monetaryresources. By setting up online self-

service for your customers, you enrichtheir experience while off loading rou-tine processing from in-house staff.While customers help themselves to

warranty information and log their ownservice requests, you can redirectcorporate service efforts toward stra-tegic tasks like creating new serviceofferings and enhancing your deliverymodels.


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OPTIMIZE SERVICEBECOME A LEADER IN CUSTOMERSERVICE

Customer service Manage customerinteractions, service requests, quotes,appointments, and customer productprofiles and warranties.

Service contract management Ensure consistent service offerings,pricing, discounts, and terms across aservice contract. Give agents visibilityinto all service contracts at a given site.

Complaints and returns Manage theentire returns process, from capturinga complaint, through receiving thedefective product in-house, to creatinga credit memo. Enable customers tocreate and track their own returns andrequests for credit, exchange, orreplacement.

Service request management Let customers create service requestsonline for recently purchased products.

Installed-base and warrantymanagement Encourage customersto register their products online, wherethey can also view related warrantyinformation.

Resource planning Optimize your

service resources so you can assignthe right resource to the right requestat the right time.

Maximize the valueof each customer byhelping build loyalty,decrease service costs,and increase servicerevenue.

The CRM functionality in SAP Business All-in-One lets youmaximize the value of each customer by helping build loy-alty, decrease service costs, and increase service revenuethrough several important service features.


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The CRM functionality is integrated with the ERP func tionality in SAP Business All-in-Oneto let you fine-tune your business processes from start to finish.

Order Processing

Create an opportunity in CRM andconvert it into a quote in ERP. You canthen create a sales order based on thequote, complete with billing and deliv-ery information. Proposal generation,order management, credit review, andproduct-availability checking extend themarketing, sales, and service functionsof CRM. The application automaticallycalculates pricing, including surcharges,discounts, freight, and taxes. Integra tion

with accounting functions completes

the order-to-cash process.Delivery, Billing, and Payment

Outbound processes integrated throughthe ERP software include posting goods,monitoring delivery and distribution,and documenting proof of delivery.

Full billing information is accessible ateach stage of order processing. You can

create, modify, and delete billing docu-ments and have them automat icallyforwarded to accounting processes.Manual and online customer paymentsand down-payment requests processefficiently, and customer invoices andcredit notes post with the invoicereference.

Service Management

The entire service order process, from

creating a service request and dis patch -ing a technician through con firmingcompletion, integrates directly with thebilling functionality in the ERP soft ware.You can also update your productinventory automatically once a returnhas been received.

REAP THE BENEFITS OF INTEGRATEDCRM AND ERPSTREAMLINE YOUR BUSINESS

Customer relationship management(CRM) functionality and enterpriseresource planning (ERP) functionalityin SAP Business All-in-One are inte-grated, so processes run smoothlybeginning to end. Create a lead inCRM, convert it to a quote and thena sales order in ERP, and finish withdelivery, billing, and service.

Centralized data and business ana lyt-ics help ensure one 360-degree view,eliminate manual data entry betweenapplications, and empower all staff tomake wiser decisions.

Integration of CRM with ERP


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MAINTAIN EXCELLENCE ANDENHANCE AGILITY REALIZE THE BENEFITS OF CRM

The CRM functionality in SAP Business All-in-One can help increase revenueby improving customer loyalty and accel-erat ing time to market. Your sales teamcan focus on strategic tasks, keeping

you competitive and raising win rates.

At the same time, you can improveefficiency by streamlining end-to-endbusiness processes, cutting costs anderrors, and lowering inventory costs.You can resolve service issues fasterand boost customer satisfaction withlow-cost interaction channels, includingonline self-service. And CRM function-ality lets you respond nimbly to marketchange, continually realigning yourchannels with customer needs andpreferences.

To learn more about how SAP can help you improve CRM with SAP Business All-in-One, call your SAP representativetoday or visit us on the Web at

www.sap.com/sme .

Your sales team canfocus on strategictasks, keeping youcompetitive and raising win rates.
http://www.sap.com/smehttp://www.sap.com/sme


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SummaryWith the customer relationship management (CRM) functionality in SAP Business All-in-One solutions, you can boost marketing results with targeted messaging, close more deals

with sales tools that improve effectiveness, and increase revenue and customer loyalty withsuperior service.

Business Challenges Deliver consistent customer experience across all marketing, sales, and service channels and

initiatives Provide employees with a single, 360-degree view of customer information and performance

metrics for fast response and proactive analysis Streamline processes end-to-end for better customer service, efficient operations, and fewer

errors

Supported Business Processes and Software Functions Marketing Quickly segment your customer base, execute and track direct marketing cam-

paigns, move leads from campaign source to closed revenue, and monitor campaign successto manage funding allocations

Sales Track opportunities from lead source through order processing and closing revenue,and monitor your sales pipeline and a complete list of products and current pricing 24x7

Customer service Create new service offerings and delivery models to increase revenue;and organize, plan, and assign service employees to address changing service demands

CRM and enterprise resource planning integration Simplify your IT landscape to supportend-to-end marketing, sales, and service for maximum efficiency

Business Benets Higher revenues as a result of richer customer experiences, increased wallet share,

accelerated time to market, and an improved rate of sales closure Improved customer loyalty due to streamlined end-to-end business processes and

consistent look and feel across all functions and channels Improved decision making based on a single comprehensive view of customer data Greater employee productivity through increased order accuracy, reduced volume of

customer calls, and decreased number of billing disputes

For More InformationTo learn more about the CRM functionality in SAP Business All-in-One, contact your

SAP representative or visit www.sap.com/sme .
http://www.sap.com/smehttp://www.sap.com/sme

sap crm solution details for business all-in-one

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