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Exception based customer service
from Order to Invoice with SAP Event
Management at Colgate-Palmolive
Oscar Rosales & Joseph Jeffs
SESSION CODE: CP2207
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Learn how SAP Event Management provides information, at a glance, across
multiple documents associated with a sales order.
Understand how SAP Event Management identifies and highlights
exceptions.
Understand the approach to integrate Freight Orders in SAP Transportation
Management and the Sales Order Process.
Integration of SAP Share Service Framework with SAP Event Management
to address issues.
LEARNING POINTS
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About Colgate Palmolive
$17.28 + Billion in
Sales
Products Sold in
200 Countries &
Territories
37,700
Colgate People
Hills 13%
North America 18%
Latin America 28%
Europe/South Pacific 21%
Greater Asia/Africa
20%
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ORAL CARE PERSONAL CARE
HOME CARE PET NUTRITION
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Agenda
Overview
Application Review
Technical Considerations
Key Learning
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Agenda
Overview
Application Review
Technical Considerations
Key Learning
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Exception Based Work Process
Provide exception management capabilities to support the business process.
Alert customer service to orders that are at risk of not being processed in time to meet service requirements.
Dashboard for summary of the current situation.
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Effective Communication
Provide an End to End tool that utilizes SAP Shared Service Framework for communication between Customer Service and support groups.
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What is SAP Event Management?
A tracking system that can be used to monitor the status within a process:
Sales Order to Invoice
Supplier Replenishment
International sea transportation
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Terminology
Events
Expected Events
Unexpected Events
Milestone
Status
Tracking Scenario
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Agenda
Overview
Application Review
Technical Considerations
Key Learning
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Home Page Custom: Search and refresh buttons
added to top of page so always available.
Custom: Second Column to better
utilize screen space
Custom: Search helps to make
it easier to find information
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Search Results
Icons to see status at a glance
Hyperlink to standard GUI
in ECC System to address
issues.
Number of Rows
Data for demonstration purpose
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Detail View
Hyperlink to standard GUI in ECC
System to address issues.
Custom: Blank Line in results to
separate data from different
documents
Data for demonstration purpose
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Event List
Planned date/time to when
events should happen
Actual date/time of when events
took place
Documents that go with the event
included in record Integration with Transportation
Management (TM) logistics events
Data for demonstration purpose
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Service Request Predefined categories
Priority and planned
date/time to have
issue solved
Person/Group
responsible to solve
issue
Person informed
about issue
Attachments and
additional relevant
information Data for demonstration purpose
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Hyperlink to SSF
Service Request
Attachment available
Hyperlink to SSF
Data for demonstration purpose
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Actions performed
directly from email
Priority and due date to
information for processor(s)
Information from selected
order(s), automatically
populated from EM
Data for demonstration purpose
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Dashboard
Data for demonstration purpose
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Agenda
Overview
Application Review
Technical Considerations
Key Learning
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Data Flow
EM/TM BI
SSF
Sales Orders & related document
data
Sales Order System
Parameters
Service Tickets and Follow-up
eMail Ticket
ECC System ECC System
ECC Systems
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TM Integration with Order to Invoice
Freight Order Event Handler
Sales order for each
stop saved as parameter
Freight Order Events
Idoc for TM Event
Rules forward event to
Sales Order
Freight Order Creation
Sales Order Event Handler
Duplicate of the Freight Order Events combined
with ECC triggered events.
Web UI Shows Consolidated
Events
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Extracting Data for EM
Event
Management
ECC1 Sales Order
ECC2 Sales Order
Control Table
Control Table
Control Table determines:
1.- Which Order Types are Relevant?
2.- Which Events are Expected?
3.- Milestones for the Events
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System Parameters in BI for Dashboard
Event Handler BI Dashboard
System Parameters
Status
Control Parameters
Info Parameters
Rule
System Parameters SLT
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Pre-Processing Function
Event to Create Shared Service Request
Input Fields Validated
Remote Function Call to Create
Request
Update event message to add
Request Number as Tracking ID
and as Parameter
Event Posting
Rules Run to update parameters,
Tracking Id, and EH Status
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Dashboard to Event Management
Dashboard Event Management
Hyperlink to EM contains
Visibility Scenario and
Search Parameters Search auto collapse (custom) to take directly to
results Feature in EM SP07 or Note 2005297
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Global and Regional Objects
Event Management ECC
Extraction Routines
ECC Extraction Routines
Event Handler and Rules
Event Parameters and Fields
BI Extractors
Visibility Scenarios (Search and
Display)
Regional Objects
Global Objects
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Agenda
Overview
Application Review
Technical Considerations
Key Learnings
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Technical
One Global Event Handler and thru ECC extractors determine which event(s) are relevant for the scenario
Business
Process standardization (when possible) to support a Global solution
BEST PRACTICES
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SAP Event Management allows customer service personnel to identify and
address issues.
Colgate-Palmolive’s implementation provides an End to End visibility of the
Order to Invoice processes
SAP Shared Service Framework enables delegation and monitoring of
activities to ensure service to customers.
KEY LEARNINGS
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STAY INFORMED
Follow the ASUGNews team:
Tom Wailgum: @twailgum
Chris Kanaracus: @chriskanaracus
Craig Powers: @Powers_ASUG
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THANK YOU FOR PARTICIPATING
Please provide feedback on this session by completing a short survey via the event mobile application.
SESSION CODE: CP2207
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