order-to-cash (standardized services) en

SCENARIO EXPLORERIntroduction

Basic Design

Scenario Graphic

Navigation Pane

Content Area

The Scenario Explorer provides you with comprehensive information about the various aspects of a scenario. Use the navigation pane to learn more about the following:

Scenario and Processes (details about the scenario, processes, and process steps – click here)

Business Areas (details about where in the system you perform specific tasks – click here)

Business Value (details about the major benefits of using the SAP Business ByDesign solution for the scenario – click here)

Scenario Flow (graphic depicting the entire scenario flow – click here)

The Scenario Explorer is highly interactive – you are able to focus on the topics you are most interested in, navigate to related documents (such as process demos), or display mouse-over information for specific elements.

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Interactive Design

Use the navigation pane to select major topics

Click chevrons for process details

Click area icons to focus on specific areas

Use the Info buttons for more information

Handling Service Requests

Order-to-Cash (Standardized Services)

Order-to-Cash (Standardized Services)Scenario Overview

Scenario Explorer

Business Value

Business Areas

Scenario & Processes

Open Legend

Scenario Flow

Sales/Customer Service Representative

Scenario Description

The following business roles are involved in this scenario:

Service Performer

Accounts Receivablbes Accountant

The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided:

Automatic order creation from lead, opportunity, quote, or external systems

Approval process for sales quotes based on thresholds

Handling an Incoming Customer Inquiry

Creating Sales Quotes

Creating Sales Orders

Executing Services

Confirming Service Execution

Creating Customer Invoices

Click process chevrons for details

Creating Down Payment Request - Customer

Processing Receivables and Payments

Flexible price determination

Use of credit cards with integration to financial service providers

Credit limit checks based on account balance and new orders

Outsourcing of field services to third-party service providers

The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting.

Dispatching and Scheduling Orders


Marketing-to-Opportunity

Expense Reimbursement

Procure-to-Pay (Services)

Service Planner/Dispatcher

Flexible price determination

Use of credit cards with integration to financial service providers

Credit limit checks based on account balance and new orders

Outsourcing of field services to third-party service providers

The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting.

Scenario Explorer Scenario Description

Order-to-Cash (Standardized Services)Scenario Overview

The following business roles are involved in this scenario:


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

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The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided:

Automatic order creation from lead, opportunity, quote, or external systems

Approval process for sales quotes based on thresholds




Executing Services









Business Value

Business Areas


Scenario Flow

Sales/Customer Service Representative

Service Performer

Accounts Receivablbes Accountant

Service Planner/Dispatcher


Order-to-Cash (Standardized Services)Process Details: Handling an Incoming Customer Inquiry

Scenario Explorer Further Information

Performed bySales/Customer Service Representative

In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Handling an Incoming Customer Inquiry via Telephony Channel

Receive an incoming call and log an inquiry

X

Click here to display process variants

Process Description


The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.



Executing Services





…

Business Value

Business Areas


Scenario Flow

Order-to-Cash (Standardized Services)Process Details: Handling an Incoming Customer Inquiry


Handling an Incoming Customer Inquiryvia Telephony Channel

X

Click here to hide process variants

Process Description


The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.


via Fax or E-Mail Channel

Handling an Incoming Inquiry Manually

via Activities



Executing Services





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Business Value

Business Areas


Scenario Flow


In the Work CentersAccount Management Groupware (Outlook) Collaboration Window

Receive an incoming call and log an inquiry

Order-to-Cash (Standardized Services)Process Details: Creating Sales Quotes


In the Work CenterNew Business


Create a sales quote

X

Process Description


Approve a sales quote

The Creating Sales Quotes business process enables you to create a sales quote with fixed terms and price conditions, in case a customer requests an offer for products or services. The sales quote can also be generated out of an opportunity or lead. You enter the necessary details into the sales quote such as the account, the products or services, optional the requested data in case product availability should be checked. Additional free text as further customer information can be entered as well. The cost of sales can be determined using product valuation, which enables you to evaluate the profitability of the sales quote. Price and discount adjustments can be made in the sales quote. After the sales quote has been created it needs to be submitted to the customer. A sales quote form will then be sent to the customer depending on the output settings.




…

Executing Services





Business Value

Business Areas


Scenario Flow


Order-to-Cash (Standardized Services)Process Details: Creating Sales Orders


In the Work CenterSales Orders


Create a sales order

X

Process Description


The Creating Sales Orders business process enables you to create an order with fixed terms and price conditions, in case a customer orders products or services. The order can be generated out of a quote which copies all conditions from the quote to the order. Then you enter the necessary details into the order such as the account, the products or services, the requested data or free text as customer information. The product availability will be checked and visualized depending on the requested product quantity, requested date and the delivery rule of the customer. The cost of sales can be determined using product valuation, which enables you to evaluate the profitability of the order. After the order has been created it needs to be released. Optional: An order confirmation can be submitted to the customer. An order confirmation form will then be sent to the customer depending on the output settings. The sales order can also automatically be generated through business-to-business communication.





Executing Services





Business Value

Business Areas


Scenario Flow




Order-to-Cash (Standardized Services)Process Details: Dispatching and Scheduling Orders


Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Field Service and Repair

Process Description


The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

Dispatching and Scheduling Orders - Decentral Scheduling

Dispatch and release an order for execution

X

Check order pipeline and plan a route


Schedule an order

Prepare service execution

…




Executing Services


Business Value

Business Areas


Scenario Flow



Order-to-Cash (Standardized Services)Process Details: Dispatching and Scheduling Orders

Scenario Explorer Further InformationProcess Description


The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active.

Dispatching and Scheduling Orders - Decentral Scheduling

Dispatch and release an order for execution

X

Check order pipeline and plan a route

Dispatching and Scheduling Orders - Central Scheduling


Schedule an order

Prepare service execution

…




Executing Services


Business Value

Business Areas


Scenario Flow

Performed byService Planner/DispatcherService Performer

In the Work CentersSales Orders Field Service and Repair



Executing Services



Order-to-Cash (Standardized Services)Process Details: Creating Down Payment Request - Customer


In the Work CenterCustomer Invoicing

Process Description


The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose.





Business Value

Business Areas


Scenario Flow



X

Create and release down payment request


Executing Services







Order-to-Cash (Standardized Services)Process Details: Processing Receivables and Payments


Performed byAccounts Receivable Accountant

In the Work CentersReceivables Payment Management

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. If payments are initiated internally, they are 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. 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.


Processing Externally-Initiated Payments by Incoming Bank Transfer

Enter a remittance advice

X

Process a bank statement


Allocate a payment

Clear a payment

Business Value

Business Areas


Scenario Flow


Executing Services












Processing Externally-Initiated Payments by Incoming Bank TransferX


Business Value

Business Areas


Scenario Flow



Allocate a payment

Clear a payment


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


Order-to-Cash (Standardized Services)Process Details: Executing Services


Performed byService Performer

Process Description


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.


Executing Services

Travel to a service location

X

Execute a service

…








Business Value

Business Areas


Scenario Flow

X

Order-to-Cash (Standardized Services)Process Details: Confirming Service Execution


In the Work CenterField Service and Repair

Process Description




X

Executing Services

Confirming Service Execution- With a Service Confirmation

Document work, track actuals and release a service confirmation

X


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Business Value

Business Areas


Scenario Flow


Order-to-Cash (Standardized Services)Process Details: Executing Services





X

Executing Services

Confirming Service Execution- With a Service Confirmation

X

Confirming Service Execution - With an Order


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Business Value

Business Areas


Scenario Flow


In the Work CenterField Service and Repair

Document work, track actuals and release a service confirmation

Order-to-Cash (Standardized Services)Process Details: Creating Customer Invoices


In the Work CenterCustomer Invoicing

Process Description


In the Creating Customer Invoices business process, the system automatically creates items to be invoiced after services have been performed or products delivered. You must transfer these items to an invoice which is sent to the customer and passed to Financial Accounting. You can do this manually or with an invoice run. It is possible to combine several items to be invoiced into one invoice or split them into several invoices.

X



Transfer items to be invoiced

Release an invoice

X

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Executing Services






Business Value

Business Areas


Scenario Flow







X



…


Executing Services





Business Value

Business Areas


Scenario Flow




Allocate a payment

Clear a payment




Performed by<Role Name>

Process Description



X



…


Executing Services





Business Value

Business Areas


Scenario Flow



Allocate a payment

Clear a payment

In the Work Center(s)Receivables Payment 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

Order-to-Cash (Standardized Services)Business Areas

Scenario Explorer

Business Value


Business Areas

Sales

Service

Business Areas Business Area Description

The SAP Business ByDesign solution gives you comprehensive access to customer-related information about opportunities, quotes, orders, and invoices. The SAP Business ByDesign solution enables your employees to verify product availability, perform accurate forecasting, predict future sales, and identify cross-selling and up-selling opportunities. The solution helps your sales staff focus on the most promising leads and accelerate the sales process. You can also use the software to:

Generate a sales opportunity, create a quote, calculate pricing, enter payment and shipping information, and create a sales order and invoice in a single integrated process

Maintain an online portfolio of your products and services and define price lists with flexible pricing policies

Obtain a comprehensive, 360-degree view of your customers and make effective decisions by using the provided reports and metrics

Click area pictograms for details

Scenario Flow




Creating Down Payment Request – Customer

Executing Services






Cash Flow Management


Scenario Explorer

Business Value


Business Areas

Sales

Service


The SAP Business ByDesign solution offers service that differentiates your organization from the competition and increases customer satisfaction. The SAP Business ByDesign solution gives your employees a comprehensive view of customers, enabling them to deliver excellent service and meet customers’ expectations. This paves the way to follow-on sales and encourages your customers to promote your company to others. You can also use the software to:

Quickly answer customer queries and respond with instant access to information and expertise originating from multiple internal and external sources

Help ensure that customer commitments are adhered to and service delivery tasks are completed on time

Register and track your customers’ entitlement to product warranties and facilitate customer service according to legal requirements and customer expectations


Scenario Flow






Executing Services







Scenario Explorer

Business Value


Business Areas


Nearly every business process involves the flow of cash within your company and between your company and its external business partners and customers. The SAP Business ByDesign solution integrates and takes into consideration the financial aspect of each step of your business processes, enabling you to gain control over your cash inflow and outflow. You can also use the software to:

Centrally manage and control your payables and receivables, automate payment and clearing processes, and valuate payables and receivables in multiple foreign currencies

Quickly create tax returns using centrally managed corporate data and report declarations – and pay taxes if required

Set up expense and reimbursement policies, monitor employee expenses, and reimburse approved expenses


Scenario Flow

Sales

Service






Executing Services







Business Areas

Business Value

Scenario Flow

Order-to-Cash (Standardized Services) Business Value

Overview

For midsize companies selling professional services, this process aligns customer relationship management, service delivery with financial and management accounting.

You can boost speed to revenue, decrease cost of selling and delivering services, improve customer satisfaction by delivering on time and on budget to increase your profitability.

SAP Business ByDesign supports the entire order-to-cash business – from order management and order fulfillment through to settlement of invoices.

Key Benefits

Provides integrated business scenarios for customers focusing on professional services from order capturing via execution to financial and management accounting

Integrated resources for estimating job time requirements and labor cost as well as planning optimal service routes. Expense items can be tracked and invoiced within quotes and sales orders

Early margin information based on sales orders explain the decline/increase of sales growth

Scalable process for revenue recognition supporting different accounting principles eShop Integration including support for catalog management, eCommerce Account

Management, eCommerce Order Management with online payment processes and credit card handling

Sales of 3rd party services including procurement and financial integration of third party costs

Built in analytics enables a drill down to the profit and loss result alongside dimensions like products, customer groups and distribution channels.

Scenario Explorer

Order

Create Opportunity

Create Sales Quote

Create Sales Order

Manage

Dispatch and Schedule Order

Settle

Create InvoiceCollect Payment

Post to Ledger

Fulfill

Perform Services

Create Confirmation

Creating Customer Invoice

• telephony channel

• fax-/e-mail channel

• Processing externally-initiated payments by incoming bank transfer

• Processing externally-initiated payments by incoming check

• … (7 more variants)

• using a service confirmation

• within order

• with central scheduling

• with decentral scheduling

Business Value

Order-to-Cash (Standardized Services)Scenario Flow for Variant: With Services and Expenses

Scenario Explorer


Business Areas

Legend & Variants

Scenario Flow

Work center in which process is performed

Business document flow

Process related to Financials

Related scenarios

Variants of the Scenario:

With services and expenses

With 3rd party

With down payments

ExecutingServices

Dispatching and SchedulingOrder

New BusinessCollaboration Window /

Groupware Client


Customer Invoicing

Field Service and Repair

ConfirmingServiceExecution

ProcessingReceivables and Payments

Receivables / Cash & Liquidity Mgt


Work centerAdditional application

Optional process

Optional process Process

mainly outside of the system

Creating Sales Quote


• Process variant1

• Process variant 2



Sales Orders

Creating Sales Order

Order-to-Cash (Standardized Services)Scenario Flow for Variant: With Third Party

Scenario Explorer

Legend & Variants




Related scenarios



With 3rd party

With down paymentsWork center

Additional application

Optional process








Business Value


Business Areas

Scenario Flow


Groupware ClientCustomer Invoicing


Receivables / Cash & Liquidity MgtSales Orders








• within order



ExecutingServices









Order-to-Cash (Standardized Services)Scenario Flow for Variant: With Down Payment

Scenario Explorer

Legend & Variants




Related scenarios



With 3rd party

With down paymentsWork center

Additional application

Optional process







Creating Down Payment Request

Customer Invoicing

Receivables / Cash & Liquidity Mgt

Processingand receiving Payments

Business Value


Business Areas

Scenario Flow


Groupware ClientCustomer Invoicing


Receivables / Cash & Liquidity MgtSales Orders








• within order



ExecutingServices









order-to-cash (standardized services) en

Documents

service order

service employee

service levels

order priority

entire scenario flow

business areas details

process chevrons

processes details