contents • crm • crm software •

CONTENTS

• CRM• CRM SOFTWARE• SAP• SAP CRM SOFTWARE• SAP IN WIPRO TECHNOLOGIES

CRM

• Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.

• The term CRM generally refers to a software-based approach to handle customer relationships.

CRM SOFTWARE

• CRM software is used to support the processes such as:

• Information about customers can be entered,stored and accessed by employees in different company departments.

• It also enhances customer interactions.

SAP

SAP

• SAP stands for Systems,Applications, Products in data processing.

• SAP defines business software as comprising Enterprise Resource Planning and related applications such as Supply Chain Management, Customer Relationship Management, Product life-cycle Management, and Supplier Relationship Management.

HISTORY OF SAP

• SAP was originally introduced in the 1980’s as SAP R/2.

• SAP R/2 was a mainframe system that provided users with a soft-real-time business application that could be used with multiple currencies and language.

• In 1992 SAP R/3 was developed which is equipped with GUI.

SAP CRM

DEFINITION: SAP CRM is the customer relationship

management software that facilitates the user to focus on the customer value, loyalty, and profitability across the entire value chain using the front-office and back-office functionality that complements the industry-specific processes.

CRM SOFTWARE FROM SAPFEATURES AND FUNCTIONS:1. MARKETING2. SALES3. SERVICE4. INTERACTION CENTER5. WEB CHANNEL6. PARTNER CHANNEL MANAGEMENT7. TRADE PROMOTION MANAGEMENT

1. MARKETING

• Analyze,plan,develop and execute all marketing activities through all customer interaction points.

• Enables you to make intelligent business decisions.

• E-marketing.

2. SALES

Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting.

3. SERVICE

Reduce the cost of service while enhancing customer satisfaction with support for sales and marketing for service.

4. INTERACTION CENTER

Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels.

5. WEB CHANNEL

Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers.

6. PARTNER CHANNEL MANAGEMENT

Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners.

7. TRADE PROMOTION MANAGEMENT

Empowers account and trade managers to improve control and visibility of the entire trade promotion process.

BENEFITS OF SAP CRM

• Improve customer service.• Discover New Customers.• "Cross Sell" and "Up Sell" Products More

Effectively.• Make Call Centers More Efficient• Simplify Marketing And Sales Processes.• Identify and retain high-value customers

with customer loyalty programs

AREAS OF APPLICATION OF SAP CRM SOFTWARE

• AUTOMOTIVE INDUSTRY• CHEMICAL INDUSTRY• RETAIL INDUSTRY• TELECOMMUNICATION INDUSTRY• CONSUMER PRODUCTS• MEDIA• WHOLE SALE DISTRIBUTION

WIPRO AND SAP

• Wipro is one of the largest product engineering and support service providers worldwide.

• Wipro Technologies is the global IT services business of Wipro Limited.

• Wipro uses SAP Business suite 7.• SAP Business Suite 7 plays a vital

role in creating a thriving ecosystem aimed at customer success.

WIPRO AND SAP

• SAP Business Suite 7 helps businesses align their investments to immediate business value through a fully integrated and flexible application platform.

• Its aim is to help customers quickly ramp up and benefit from the new flexible and modular software suite to optimize business performance and gain maximum value from IT investments.

SAP IMPLEMENTATION

The SAP implementation process is made up out of four main phases.

1:PROJECT PREPARATION PHASE2:SIZING AND BLUEPRINTING PHASE3:FUNCTIONAL DEVELOPMENT PHASE4:FINAL PREPARATION PHASE

1:PROJECT PREPARATION PHASE

In this phase, a vision of the future-state of the SAP solution is being created.

2:SIZING AND BLUEPRINTING PHASE

It is in this phase where the solution stack is created and training is being performed.

3:FUNCTIONAL DEVELOPMENT PHASE

In this phase,the functional activities are being addressed.

4:FINAL PREPARATION PHASE

In this phase,the last tests are performed before the system goes live.

WIPRO AND SAPINSTALLATION

• SAP delivers a complete technology platform through SAP Net Weaver.

• SAP Net Weaver is a SAP front-end software which is distributed using NetWeaver SAP Setup.

• SAP NetWeaver works by means of SDN-SAP Developer Network

INSTALLATION OF SAP SOFTWARE

WIPRO-SAP INSTALLATIONThe Installation Server mechanism is being used in

Wipro because: You have a central point (the Installation Server)

where you store SAP software for distribution. You can from this central point install SAP software on

end-user workstations via the Installation Server's network share.

You can add other SAP front-end software to this central point and distribute from it.

The administrator gets more control. You can make use of features like LSH (Local Security

Handling) where you, the domain administrator, allow users on your domain to install SAP software on the installation server on their workstations without requiring local administrative privileges on the same.

INSTALLATION

SAP CHAIN

SAP CRM MODULES

1:SAP FI MODULE2:SAP CO MODULE3:SAP HR MODULE4:SAP MM MODULE5:SAP SD MODULE6:SAP BW MODULE7: SAP QM MODULE8: SAP PP MODULE

1:SAP FI MODULEFI means Financial Accounting.Essentially this SAP module delivers your

regulatory ‘books of record’, including• General ledger • Book close • Tax • Accounts receivable • Accounts payable • Asset Management (SAP AM) • Consolidation • Special ledgers

2:SAP CO MODULE

The CO stands for Controlling.Basically this SAP Module allows you to

manage your internal cost/management accounting, including

• Cost elements • Cost centres • Profit centres • Internal orders • Activity based costing • Product costing

3:SAP HR MODULE

The HR is for Human Resources.People are the important part of this

SAP module, including• Employment history • Payroll • Training • Career management • Succession planning

4:SAP MM MODULE

One of the most important SAP Modules where MM is Materials Management.

It underpins the supply chain, including• Requisitions • Purchase orders • Goods receipts • Accounts payable • Inventory management • Master raw materials, finished goods etc

5:SAP SD MODULE

Another one of the large SAP modules is Sales and Distribution.

From order to delivery, including • Sales orders • Pricing • Picking (and other warehouse

processes) • Packing • Shipping

6:SAP BW MODULE

BW stands for Business (Data) Warehouse which includes the following main functions:

• Data extraction from source systems • Some technical and functional

transformation of the data • Storage of the data in what are

called Infoproviders • Reporting (which uses Infoproviders)

7: SAP QM MODULE

QM stands for Quality Managemen.This SAP module improves the quality

of your goods, including• Planning • Execution • Inspections • Certificates

8: SAP PP MODULE

One of the really big SAP modules is Production Planning.

It manages your production process, including

• Capacity planning • Master production scheduling • Material requirements planning • Shop floor

Wipro offers the following solutions:

• Wipro SAP Net Weaver Roadmap Program

• Wipro ESA Adoption Program • Reporting Needs Analysis• Business Architecture Workshop• Package Evaluation Workshop• Business Case Consulting• Implementation Migration Study• Project Scoping and Sizing• SAP Net Weaver CoE Setup

Thank You!