crm 7.0 ehp 3 and future utility - enhancements customer connection asug & sap
TRANSCRIPT
CRM 7.0 EHP 3 and Future Utility - Enhancements Customer ConnectionASUG & SAP
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public
Agenda
Welcome and Introduction 10.30 – 10.35 a.m.
Interaction Call center Efficiency 10.35 – 11.00 a.m.
Selling of Energy Supply Products 11.00 – 11.20 a.m.
How to request a Customer Connection project 11.20 – 11.25 a.m.
Q & A
Community Areas of Interest
Utility Community survey comments:• CRM performance issues
• CRM replication issues
• Linking direct mail marketing pieces to the BP so that when a customer calls the CSR knows what program the customer is referencing
• Improve the ability for a CSR to note a phone call or contact with a customer and their interactions
• Easier search function of customer notes and interaction records
• Offer an upload of Excel spreadsheets of information about business partners that will improve marketing, information that is useful maybe outside of SAP and not easy to enter
• Issues with outgoing emails not being saved
• Interest in predictive analytics for CSR similar to what SIs are building
Survey remains open, submit your ideas Utility Community survey
A collaboration of:
www.sap-for-utilities.com
September 15-18, 2013Huntington Beach, California
© 2013 SAP AG. All rights reserved. 6
More Information
Customer Connection on SAP Service Marketplace
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Find all improvements delivered
SAP Improvement Finder
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© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Project Lead for UtilitiesFrank [email protected]
Contact information:ASUG SIGSue Daulton [email protected] Connection Utilities Program LeadAnja [email protected] Owner for Utilities Albina Shapiro [email protected] Management for UtilitiesMax Streibl [email protected]