SAP CRM 2007Overview
SAP CRM 2007 – Interaction Center
Overview
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Interaction Center Environment
Seamless interactionacross all channels
Blended analyticsCommunication-
enabled enterprise
Virtual agents andoutsourcing
Flexible deploymentoptions
Evolution of interactionchannels
Customers choose the interaction channel© SAP 2007 / Page 3
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Interaction center: analytics
Interaction Center: capabilities
Web E-MailTelephony Postal letters IVR
Customer
Basic analytics
IC management
E-Mail ResponseManagement
Process modeling andagent guidance
Communication channels
TelesalesAccount and contact
management
Lead and opportunitymanagement
Quotation andorder management
Customer serviceCustomer service
and support
Complaint management
Help desk &Shared services center
Telemarketing
Campaign execution
Lead management
Personalization
Process-based analytics Blended analytics Profitability analytics
Interaction Center – Scenarios and Processes
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Interaction Center – Agent Desktop
Alerts Communication informationAccount infoScratchpad
Navigationbar
Toolbar
Broadcastmessages
Workspace
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Overview of Interaction Center Agent (1/2)
Account IdentificationThe account identification screen allows agents to search for and identify,display, change and create accounts, their related partners as well as relatedobjects like registered products
Account Fact SheetThe Account Factsheet (AFS) gives the agents access to the most relevantcustomer related information, e.g. service ticket history, sales history, openmarketing campaigns, ...
Interaction RecordThe Interaction Record allows agents to log all inbound and outboundinteractions (phone calls, e-mails, chat, ...)
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Account Identification
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Overview of Interaction Center Agent (2/2)
Agent InboxThe Agent Inbox is a universal inbox for e-mails, fax, letters, CRM businesstransactions (service tickets, sales orders, ...), ERP sales orders, cases, andworkflow items
Email editorThe e-mail editor allows agents to handle inbound and outbound e-mail, usingpre-defined responses, e-mail templates, and solutions from the knowledgedatabase
Interactive ScriptingInteractive scripts help interaction center agents by leading through certaininteractions they have to do while working with customers
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Interactive Scripting – Guide Agents ThroughService Calls
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Interaction Center – Sales and Marketing (1/2)
SAP ERP Sales OrderCRM Interaction Center user interface directly linked to ERP sales ordermanagementCombines ERP sales functionality with CRM marketing product proposals
CRM Sales Order and Sales TicketSales Order for B2B environments focusing on fast entry of high numbers of lineitems.Sales Ticket for B2C grouping all relevant data on one screen
Product Search and Product ProposalsProduct search is supported in various flavors: a standard product search, acatalog and a campaign based product searchSales orders integrate with the product proposal strategies of SAP CRM Marketinglike cross, up/down selling and Real Time Offer Management
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CRM Sales Order
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Interaction Center – Sales and Marketing (2/2)
Complaint HandlingComplaint handling allows agents to trigger a replacement delivery free of chargeor a credit memo in case a customer reports a quality issue related to a soldproduct
Call List ExecutionCall lists originating from marketing campaigns and other sources can be executedby agents in the interaction center
Interactive Scripting and Lead ManagementInteractive scripts support agents in the communication process by providingquestion and answer recommendationsData from scripts and surveys can be passed to customer master data or tomarketing leads in the background. In parallel an interaction center screen enablesagents to directly maintain and qualify leads
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Lead Management
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Interaction Center – Service (1/2)
Service order managementAllows agents to perform deep technical analysis of a reported technical problemincluding multi-level categorization, and assign the correct services and spareparts
Service ticket managementAllows agents to report any service request and perform end-to-end servicesupport within defined Service Levels
Complaint managementEnables the agent to quickly and efficiently create complaints related to areference document or object and fulfill the follow-on task, such as creation ofcredit memos or returns
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Service Ticket
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Interaction Center – Service (2/2)
Case managementAllows agent to easily cluster reported issues in tickets and orders (of thesame issue type), within one case. The agent can assign a ticket or order toan existing case or create a new case
Product RegistrationAllows agents to quickly search and maintain Installed BasesAllows agents to quickly search, maintain or create IObjects
Knowledge searchAllows agent to quickly identify solutions to known problems, and helps agentsto resolve service issues faster, often on the first call
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Installed Base Overview
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
SAP CRM Interaction Center provides a collection of applicationsthat drive both operational and management excellencefor interaction center managers:
Manager dashboardMonitors call center volume and agent activityEnsures coverage is adequateSets personalized thresholds and alerts managers if they are crossed
Analytics and monitoringEnsures service levels are being met or exceededBlends communication and business within reporting and monitoringIdentifies sudden trends and react appropriately
Management tools and applicationsProvides business user access to administrative functionalityProvides agent guidanceProvides central modeling tool for routing business documents
Interaction Center Management Strategy
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Monitoring and managingManager dashboardCall listsBroadcast messaging
Knowledge managementCreates solutions to problemsBuilds schemas for multilevelcategorizationCreates standard responses for incoming e-mail
Process modelingInteractive scriptingBusiness rules for e-mail response management andservice ticket routing
ReportsIncluding key interaction statistics such as Call volume, SLA compliance,average handling time, and abandonment ratesCampaign success rates and service contract profitabilityBlended analytics with or without CTI allowing drilldown into statistics by category
SAP Interaction Center Management
ProcessModeling
Analytics
Knowledge Mgmt.
Monitoring andManaging
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E-Mail Status
E-Mail Status provides a daily snapshot of e-mail volumeand related statistics by group and agent.
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Example of Process-Based Analytics
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
E-Mail Response Management System (ERMS)
Rule-Based Handling of Incoming E-Mails and Web FormsRule-based routingAuto-acknowledge / auto-respondAuto-prepare (one-click response)Escalation notificationAutomatically create interaction record / service ticketLink incoming emails to existing service ticketAutomatic deletion (spam, out-of-office, and so on)
Administration, Simulation, Reporting & AnalyticsMass re-assignment of e-mailsSimulation and loggingReal-time monitoringHistoric analytics
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ERMS – Send Solution
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IC Service Automation
Enable Automation of Interaction Center Service Processes
Support multi-level categorization of service transactionsEnable solution auto-suggest for service issuesAuto-complete service ticket via templates (e.g., for reoccurring issues likepassword resets)Escalate/dispatch service transactions via business rules
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Service Ticket With Multi-Level Categorization,Auto-Suggest Solutions & Auto Complete
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Service Ticket Escalation via Rule Policies
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Intent-Driven Interaction (Rule-Based AgentGuidance)
Ensure customer interactions are processed according tocorporate standards via rule-based alerts, scripts,navigation, and other actions based on flexible IC events
IC Events – Define own IC events based on user interface actionsRule Policy – Use IC events and other business information to trigger alerts,launch scripts, add items to wrap-up list, or navigateAlert Editor – Create alerts with text variables and navigation
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Rule Policy: Create Rule to Trigger Alert
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
Multichannel Communications (1/2)
Communication ChannelsTelephony
Screen Pop and Contact-Attached DataSoft-phone controlsAutomatic Number Identification (ANI)Dialed Number Identification Service (DNIS)Integration with Interactive VoiceResponse (IVR) units, and Voice PortalsIntegration with automated dialers forPredictive, Progressive and Preview dialing
Email, Fax and LetterScreen pop and Contact-Attached DataEmail Response Management (ERMS)Agent inboxIntegration with workflow for routing andescalation
WebText chat, Voice over IP, Call-me-back requestIntegration with E-service / Web self-services
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Multichannel Communications (2/2)
Analytics & MonitoringStatistics InterfaceInteraction StatisticsBlended AnalyticsStandard content for communicationand business based reportingIC Manager Dashboard
Email Response ManagementSystem (ERMS)
Rule based handling of incoming e-mails and webformsAutomatic routingAutomatic acknowledgement / responseAutomatic preparation of response
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TelephonyIntegration
Multi-channel Integration in IC WebClient
EmailIntegration
Agent Inbox – Inbound E-Mail Handling
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Enable Communication-Enabled BusinessProcesses with SAP Business CommunicationsManagement
From isolated communicationsand systems silos …
SAPCRM
Manage distributed cross-functional resourcesLeverage corporate knowledgeProvide a seamless customer experience across channels
SAP BusinessCommunicationsManagement
Customers
Customer-facingemployees &systems
Datanetwork
Datanetwork
SAPCRM
Phone Mobile/SMS
E-Mail/Fax/Chat
ContactCenter
… to integrated all software-based Communication-EnabledBusiness Processes
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Improve Customer Interaction Handling by anIntegrated Agent User Interface
Accelerate, simplify and improvequality of business interactions throughBCM softphone integrated with SAP CRMInteraction Center
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BCM softphonefunctionalityintegrated withInteractionCenter toolbar
BCM softphonefunctionalityintegrated withInteractionCenter toolbar
BCM routesboth voice callsand push emailsto InteractionCenter agents
BCM routesboth voice callsand push emailsto InteractionCenter agents
Browser Based SAP BCM Softphone
Personal presencemanagementPersonal presencemanagement
Active customerinteractions infoActive customerinteractions info
Real time queue viewincluding login statusmanagement
Real time queue viewincluding login statusmanagement
Special call handlingtools: e.g. recording,conference, callback,audio settings andquick dialing keys
Special call handlingtools: e.g. recording,conference, callback,audio settings andquick dialing keys
Call handling tools:answer, hold, transfer,consult, hang-up
Call handling tools:answer, hold, transfer,consult, hang-up
Link to Message PanelLink to Message Panel
Browser based BCM softphone offers comprehensive real time queuemanagement and monitoring functionality for agents
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1. Trends and Challenges – Interaction Center2. Interaction Center
2.1 Overview2.2 IC Agent – Details2.3 IC Sales & Marketing – Details2.4 IC Service – Details2.5 IC Management – Details2.6 Rule-Based Guidance & Automation – Details2.7 IC Multi-Channel - Details
3. Positioning and Benefits
Content
SAP CRM Interaction Center drivesboth operational and managementexcellence to make every interactioncount
It does this by providing a platform that supportsmulti-channel customer interactions in the domain oftelesales, telemarketing and customer service.
ManagerDesktop
Agent Front End Infrastructure &Framework
Interaction Center Capability in SAP CRM
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Summary: Benefits of the Interaction Center
Better customer relationshipsThe entire customer interaction cycle is captured and tracked, starting with initialengagement and ending with fulfilmentObtain insights into customer behaviour and tailor offerings to match their needsGain competitive advantage by increased loyalty and retention
Unique integration capabilitiesSelect and flexibly deploy processes that suit your business needsIntegrate with existing SAP and non-SAP enterprise functions, including supply chainmanagement, product life cycle management, financial management, and HRmanagement
Do more with lessAutomated and streamlined processes reduce costsRevenue is increased through efficient customerinteractions and enhanced cross-selling and up-sellingopportunities
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Further Information
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SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map
SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm
SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080
SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home
SAP CRM - Help Portalhttp://help.sap.com/crm
SAP Public Webhttp://www.sap.com/solutions/business-suite/crm/featuresfunctions/index.epx
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