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© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Scenario Explorer
Open LegendScenario Description
The following business roles are involved in this scenario:
Click process chevrons for details
The Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided:
• Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contract
• Invoice schedules for contract items
• Generation of standard contracts from sales orders, using contract templates
• Price agreements for items sold on a time and material basis
This scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in Financial Management.
Sales/Customer Service Representative
Service Performer
Accounts Receivablbes Accountant
Service Planner/Dispatcher
Customer Contract Management Scenario Overview
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractExecuting Services
Processing Receivables and Payments
Confirming Service Execution
Creating Customer Invoices
Expense Reimbursement
Procure-to-Pay (Services)
Request-to-Resolve
Creating a Sales Order
Business Value
Scenario Flow
Further Information
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Scenario Explorer
Scenario Description
The following business roles are involved in this scenario:
Click process chevrons for details
The Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided:
• Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contract
• Invoice schedules for contract items
• Generation of standard contracts from sales orders, using contract templates
• Price agreements for items sold on a time and material basis
This scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in Financial Management.
Sales/Customer Service Representative
Service Performer
Accounts Receivablbes Accountant
Service Planner/Dispatcher
Customer Contract Management Scenario Overview
<Role Name> <Role Name>
Legend
Process mainly driven by the user
Process mainly driven by the system
Manual process not supported by the system
Process that communicates with third-party software (mouse-over for details)
Process with relevance to Financials
Related scenario
Info button with more information
Close Legend
Business Value
Scenario Flow
Further Information
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractExecuting Services
Processing Receivables and Payments
Confirming Service Execution
Creating Customer Invoices
Expense Reimbursement
Procure-to-Pay (Services)
Creating a Sales Order
Request-to-Resolve
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Creating a Sales Order
Scenario Explorer
Process Description
Click process chevrons for details
The Creating a Sales Order business process enables you to create a sales order with fixed terms and price conditions when a customer orders products or services. You enter the necessary details in the order such as the account, the products or services, the requested date, and customer information as additional text.
If a contract is to be sold , for example together with a physical product as a warranty extension or a maintenance contract, you can enter a specific item into the sales order. From this item, a contract is generated automatically using a contract template.
Optionally, the sales order can then be approved.
Further Information
In the Work CenterSales Orders
Performed bySales/Customer Service Representative
Creating a Sales Order
Create a sales order
X
i
Approve a sales order
i
Business Value
Scenario Flow
Further Information
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractExecuting Services
Processing Receivables and Payments
Confirming Service Execution
Creating Customer Invoices
Expense Reimbursement
Procure-to-Pay (Services)
Request-to-Resolve
See alsoSales Orders Quick GuideApproval for Sales Order
© © 2013 SAP AG. All rights reserved.
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Sales Order
Scenario/Processes
Customer Contract Management Process Details: Creating a Customer Contract
Scenario Explorer
Process Description
Click process chevrons for details
In the Creating a Customer Contract business process, you create a customer contract for services, expenses, or entitlements. This can be done on the basis of a contract template whose data is copied to the new contract. If a contract is sold via a sales order, a contract template is mandatory. Or you enter details manually such as start and end dates, renewal and cancellation rules, service level, and the service, expense, or entitlement you are selling. When an account requires support and a service request is created, the system checks if the affected product in the service request is covered under contract, and relevant information such as service levels are then taken into account. Contract items sold on time and material basis are later processed using standard service confirmation functions.
Cancellation and renewal of items are handled according to rules that you define in the contract.
Further Information
In the Work CentersService EntitlementsSales Orders
Performed bySales/Customer Service Representative
Creating a Customer Contract
Create a contract
X
i
Business Value
Scenario Flow
Further Information
Executing Services
Processing Receivables and Payments
Confirming Service Execution
Creating Customer Invoices
Expense Reimbursement
Procure-to-Pay (Services)
Request-to-Resolve
See alsoCustomer Contracts Quick GuidePrice Agreements for Customer Contracts
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Executing Services
Scenario Explorer
Process Description
Click process chevrons for details
In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center.
Expense Reimbursement
Further Information
Performed byService Performer
Procure-to-Pay (Services)
Request-to-Resolve
Executing Services
Execute a service
Travel to a service location
X
i i
Business Value
Scenario Flow
Further Information
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Processing Receivables and Payments
Confirming Service Execution
Creating Customer Invoices
See alsoExecute Very High Priority Service Order
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Confirming Service Execution
Scenario Explorer
Process Description
Click process chevrons for details
The Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times.
This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.
After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract.
Further Information
Performed byService Performer
In the Work CentersService EntitlementsSales Orders
Expense Reimbursement
Confirming Service Execution- With a Service Confirmation
Document work, track actuals and release a service confirmation
X
i
Click here to display process variants
Business Value
Scenario Flow
Further Information
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Procure-to-Pay (Services)
Request-to-Resolve
Executing Services
Processing Receivables and Payments
Creating Customer Invoices
See alsoCreate a Service Confirmation
© © 2013 SAP AG. All rights reserved.
Expense Reimbursement
Confirming Service Execution- With a Service Confirmation
Document work, track actuals and release a service confirmation
i
Click here to hide process variants
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Procure-to-Pay (Services)
Request-to-Resolve
Executing Services
Processing Receivables and Payments
Creating Customer Invoices
Scenario/Processes
Customer Contract Management Process Details: Confirming Service Execution
Scenario Explorer
Process Description
Click process chevrons for details
The Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times.
This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.
After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract.
Further Information
Performed byService Performer
In the Work CentersService EntitlementsSales Orders
Confirming Service Execution –
With a Contract
Business Value
Scenario Flow
Further Information See alsoQuick Guide for Service Order Processing
X
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Creating Customer Invoices
Scenario Explorer
Process Description
Click process chevrons for details
In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices.
Creating Customer Invoices X
Release an invoice
Transfer invoice requests
ii
Further InformationPerformed byAccounts Receivables AccountantInvoicing Clerk
In the Work CentersCustomer Invoicing
Expense Reimbursement
Business Value
Scenario Flow
Further Information
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Procure-to-Pay (Services)
Request-to-Resolve
Executing Services
Confirming Service Execution
Processing Receivables and Payments
See alsoCustomer Invoice Processing
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Processing Externally-Initiated Payments
Scenario Explorer
Process Description
Click process chevrons for details
The Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer.
Further Information
Performed byAccounts ReceivablesAccountant
In the Work CentersReceivablesPayment ManagementLiquidity Management
XProcessing Externally-Initiated Payments by Incoming Bank Transfer
Clear a payment
Allocate a payment
Process a bank statement
Enter a remittance advice
i iii
Click here to display process variants
X
Business Value
Scenario Flow
Further Information
Expense Reimbursement
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Procure-to-Pay (Services)
Request-to-Resolve
Executing Services
Confirming Service Execution
Creating Customer Invoices
See alsoAllocate a Payment Manually
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Processing Externally-Initiated Payments
Scenario Explorer
Process Description
The Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer.
Further Information
Performed byAccounts ReceivablesAccountant
In the Work CentersReceivablesPayment ManagementLiquidity Management
Processing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance
iiiii
i
ii
Click process chevrons for details
Business Value
Scenario Flow
Further Information
XProcessing Externally-Initiated Payments by Incoming Bank Transfer
Clear a payment
Allocate a payment
Process a bank statement
Enter a remittance advice
i iii
Click here to hide process variants
Expense Reimbursement
Creating Down Payment Request - Customer
Processing Receivables and Payments
Creating a Customer ContractCreating a Sales Order
Procure-to-Pay (Services)
Executing Services
Confirming Service Execution
Creating Customer Invoices
Request-to-Resolve
See alsoAllocate a Payment Manually
X
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Creating Down Payment Request - Customer
Scenario Explorer
Process Description
Click process chevrons for details
The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed. The sales representative creates and releases a down payment request for this purpose.
Further Information
In the Work CenterCustomer Invoicing
Performed bySales/Customer Service Representative
Procure-to-Pay (Services)
Expense Reimbursement
Business Value
Scenario Flow
Further Information
Creating a Customer ContractCreating a Sales Order
Executing Services
Confirming Service Execution
Creating Customer Invoices
Request-to-Resolve
Processing Receivables and Payments
Processing Receivables and Payments
Creating Down Payment Request - Customer
Create and release down payment request
i
X
See alsoQuick Guide for Payment Clearing (Payables)
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Processing Receivables and Payments
Scenario Explorer
Process Description
The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared.
Further Information
Performed byAccounts ReceivablesAccountant
In the Work CentersReceivablesPayment ManagementLiquidity Management
Click process chevrons for details
Expense Reimbursement
Procure-to-Pay (Services)
X
Business Value
Scenario Flow
Further Information
Creating a Customer ContractCreating a Sales Order
Executing Services
Confirming Service Execution
Creating Customer Invoices
Request-to-Resolve
Processing Receivables and Payments
Creating Down Payment Request - Customer
Expense Reimbursement
Procure-to-Pay (Services)
Processing Receivables and Payments
Clear a payment
Allocate a payment
Process a bank statement
Enter a remittance advice
iiii
Click here to display process variants
X
See alsoQuick Guide for Payment Clearing (Receivables)
© © 2013 SAP AG. All rights reserved.
Scenario/Processes
Customer Contract Management Process Details: Processing Receivables and Payments
Scenario Explorer
Process Description
The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods.
Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared.
Further Information
Performed byAccounts ReceivablesAccountant
In the Work CentersReceivablesPayment ManagementLiquidity Management
Process DescriptionProcessing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance
ii
Click process chevrons for details
Business Value
Scenario Flow
Further Information
Expense Reimbursement
Procure-to-Pay (Services)
X
Creating a Customer ContractCreating a Sales Order
Executing Services
Confirming Service Execution
Creating Customer Invoices
Request-to-Resolve
Processing Receivables and Payments
Creating Down Payment Request - Customer
Expense Reimbursement
Procure-to-Pay (Services)
Processing Receivables and Payments
Clear a payment
Allocate a payment
Process a bank statement
Enter a remittance advice
iiii
Click here to display process variants
See alsoAutomatic Incoming Payments
X
© © 2013 SAP AG. All rights reserved.
Customer Contract Management Business Value
Scenario Explorer
Overview Key Benefits
FinancialManage Service ExecutionDefine Contracts
Manage Receivables and Payables
InvoicingCreateServiceConfirmation
CreateServiceRequest
CreateCustomer Contract
Define Entitlement and Service
This scenario enables service contracts to be offered to customers. This is applicable for companies that may be dedicated to the managed service business, or for companies that may provide contracts after the sale of a product or project.
This enables a long term revenue stream and consistent relationship with the customer.
Examples of managed services include software as a service, telecommunication services, meeting hosting services, etc.
Support contracts are offered in many industries and for many types of services.
Selling and Managing contracts in SAP Business ByDesign®
Contributes to new revenue streams from managed service operations and support activities
Manages all aspects of the contract through creation, service provisioning, renewal and cancellation, invoicing, and financial consistently to ensure the operating efficiencies
Avoids off-line contract management and information silos by this being a standard part of the business systems.
Provides complete profitability analysis of contracts so that their future pricing and Service Level Agreements can be managed for profitability.
Provides a continued relationship with the customer for service which can help increase loyalty and provide stability to financial flows for the company.
Standard contracts can be sold and generated directly from sales orders.
Business Value
Scenario/Processes
Scenario Flow
Further Information
© © 2013 SAP AG. All rights reserved.
Customer Contract ManagementScenario Flow Variant: With Support Entitlements
Legend & Variants
Work center in which process is performed
Business document flow
Process related to Financials
Related scenarios
Variants of the Scenario:
Scenario Variant: With Support Entitlements
Scenario Variant: With Managed Services:
Scenario Explorer
Service Desk
Creating a Customer Contract
• With entitlement(s)
Creating Customer Invoice
Processing Receivables and Payments
• Processing externally-initiated payments by incoming bank transfer
• Processing externally-initiated payments by incoming check
• … (7 more variants)
ConfirmingServiceExecution
• using a service confirmation
Request-to-Resolve Expense Reimbursement
Creating a Sales Order
Business Value
Scenario/Processes
Scenario Flow
Further Information
Service Entitlements
Field Serviceand Repair
Customer Invoicing
Receivables / Cash & Liquidity MgtSales Orders Customer
Invoicing
Dotted line = optional
Dotted line = optional Process
mainly driven by the system
Process mainly driven by the user
Process mainly driven by the system
• Process variant1
• Process variant 2
Work Center
AdditionalApplicatio
n
© © 2013 SAP AG. All rights reserved.
ConfirmingServiceExecution
Customer Contract ManagementScenario Flow Variant: With Managed Services
Variants of the Scenario:
Scenario Variant: With Support Entitlements
Scenario Variant: With Managed Services
Scenario Explorer
Service Entitlements
Field Serviceand Repair
Customer Invoicing
Receivables / Cash & Liquidity Mgt
Creating a Customer Contract
• With entitlement(s)
Creating Customer Invoice
Processing Receivables and Payments
• Processing externally-initiated payments by incoming bank transfer
• Processing externally-initiated payments by incoming check
• … (7 more variants)
• using a service confirmation
Expense Reimbursement
ExecutingServices
Creating a Sales Order
Sales Orders
Business Value
Scenario Flow
Further Information
Scenario/Processes
Legend & Variants
Work center in which process is performed
Business document flow
Process related to Financials
Related scenarios
Dotted line = optional
Dotted line = optional Process
mainly driven by the system
Process mainly driven by the user
Process mainly driven by the system
• Process variant1
• Process variant 2
Work Center
AdditionalApplicatio
n
© © 2013 SAP AG. All rights reserved.
Customer Contract ManagementFurther Information
Scenario Explorer
ForumGet in touch with experts to discuss your specific requirements. To enter the community, click here.*
More DetailsSAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.
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Do you want to try it out? Do you need more information? Do you want to discuss with others?
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Further Information
Business Value
Scenario/Processes
Scenario Flow