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Golden Demo

Sales OnDemand

Demo Script
Sales OnDemand
Classification: Internal

SAP Cloud Reference Systems

Golden Demo

Customer OnDemand

Table of Content
1

Demo Script Overview .......................................................................................................................................... 3


1.1

Demo Overview ............................................................................................................................................. 3

1.2

Intended Audience ........................................................................................................................................ 3

1.3

Protagonists .................................................................................................................................................. 3

1.4

Business Pain Points.....................................................................................................................................3

1.5

Key Messages and Value Proposition ........................................................................................................... 3

Technical Requirements ....................................................................................................................................... 5


2.1

Prerequisites ................................................................................................................................................. 5
2.1.1

Download & Install the Microsoft Outlook Add-In ............................................................................. 5

2.1.2

Download & Install Customer Inaight App for the iPad ....................................................................6

2.2

System Access Information ........................................................................................................................... 7

2.3

Users ............................................................................................................................................................. 7

2.4

Release for Used Components ..................................................................................................................... 7

Story Flow Summary ............................................................................................................................................. 8

Demo Script ........................................................................................................................................................... 9


4.1

Pre-Requisite: Receiving an email from a dummy customer ......................................................................... 9


4.1.1

4.2

Outlook Add In............................................................................................................................................... 9


4.2.1

4.3

4.4

Send an email from a dummy email.................................................................................................9


Associate a contact to an account through the Outlook Add In ........................................................ 9

Lead to Opportunity ..................................................................................................................................... 12


4.3.1

Creating a Lead in Customer OnDemand ...................................................................................... 12

4.3.2

Converting a Lead to Opportunity .................................................................................................. 14

4.3.3

Populating the Opportunity ............................................................................................................ 15

4.3.4

Winning the Deal! .......................................................................................................................... 18

Mobility ........................................................................................................................................................ 19
4.4.1

SAP Customer Insight for the iPad ................................................................................................ 19

4.4.2

Reporting through SAP Customer Insight ...................................................................................... 22

Golden Demo

Customer OnDemand

1 Demo Script Overview


1.1 Demo Overview
This script explains how to demonstrate the functions and features of the Customer OnDemand. This
scenario includes features such as:

Working with Customer OnDemand through the Microsoft Outlook Add In

Collaboration with the wider Sales Team

Working with Accounts & Contacts

Working with Leads & Opportunities

Working with Customer OnDemand through a mobile device

1.2 Intended Audience

SAP Internal Sales/Presales/New hires

SAP External Sap Partners

1.3 Protagonists
The roles in this scenario are:

Role 1: Sales Representative David Nash

Role 2: Sales Manager Vincent Carlson

1.4 Business Pain Points


The business pain points that are being addressed throughout this demo scenario are:

No centralised view of the organizations sales data

Most CRM software do not promote ease of use

No - Automation of the sales process disjointed and lack of Integration.

No Collaboration between Sales team members

Viewing, entering and updating data while on the road is difficult

1.5 Key Messages and Value Proposition


The key message of this demo is:

Users are able to better plan their daily activities through Microsoft Outlook. This information is then synchronized into
Customer OnDemand.

Users can work more efficiently by only having to enter the information into one system.

Users can easily access and view all correspondences both they and their colleagues have had with prospects,
customers and sales partners.

Golden Demo

Customer OnDemand

Users can easily log new activities within the system to provide a singular view of all correspondences with prospects,
customer and sales partners.

Users can collaborate with their colleagues within the system to allow them to be more efficient in their roles and sell
as a team increasing the likelihood of deals closing.

The users are guided through the sales process to allow them to more effectively win opportunities.

Management (and users) can create access, edit and create many different reports that will allow them to plan and
manage the sales cycle more effectively and more efficiently without relying on external IT.

Golden Demo

Customer OnDemand

2 Technical Requirements
2.1 Prerequisites
2.1.1 Download & Install the Microsoft Outlook Add-In
Download the Microsoft Outlook Add-In

To download the add-in, you must have administrative rights on the computer.

In SAP Customer OnDemand, choose Downloads.

Choose the download link for the add-in for Microsoft Outlook.

Install the add-in. (Follow the instructions in the installation wizard.)

Restart Microsoft Outlook to activate the add-in. (When you restart Microsoft Outlook, the SAP Customer
OnDemand tab is added to your Microsoft Outlook screen.)

Logging On to SAP Customer OnDemand from Microsoft Outlook

From the SAP Customer OnDemand tab in Microsoft Outlook, click the button to log on to SAP Customer
OnDemand.

In the dialog box that appears, select the row displaying the system where your SAP Customer OnDemand
system is located and choose OK.

Your Microsoft Outlook is now connected with the SAP Customer OnDemand system that you selected.

Enter your URL in the SAP System field, leaving out the path or directory information at the end of the URL. For
example, you log on with URL http://my300***.crm.ondemand.com

Golden Demo

Customer OnDemand

2.1.2 Download & Install Customer Insight App for the iPad
Download Customer Insight App from the Apple App Store

From your IPad open the App Store and search for SAP Customer Insight for iPad

Install the free app.

Open the App and click on Settings button at the logon screen.

Click on the URL field and start typing the URL of your demo tenant.

When finished click on Done

Enter the Username and Password to access the App.

Golden Demo

Customer OnDemand

2.2 System Access Information


Available in all standard reference systems.

2.3 Users
Predefined User (Role)

Password

Component

**salesrep**
(for example UKSALESREP01)

Welcome1

SAP Customer OnDemand

2.4 Release for Used Components


Software Component

Release

SAP Customer OnDemand

1302

Golden Demo

Customer OnDemand

3 Story Flow Summary


David Nash is a Sales person with over 10 years of experience selling computer hardware. He and his manager (Vincent
Carlson) are keen to quickly and efficiently win and close deals to increase revenue for end of quarter figures.
David has recently attended a meeting with a customer called IT International. Their new Sales Director, Sarah Richards
has advised that she may be interested in purchasing a number of laptop computers for her newly formed sales team.
When David gets back into the office and opens his Microsoft Outlook there is a mail from Sarah summarizing their meeting.
David uses the Customer OnDemand Outlook Add In to quickly associate Sarah as the Sales Director in IT International and
synchronizes the mail with the account. David then clicks on the account (which opens Customer OnDemand) and creates
the Lead Laptop Computers.
The next day David puts a call into Sarah in IT International to see how many people she has on her sales team and if she
would like a quotation for the laptops. Sarah advises David that she has 50 people on the team and she would like a quote
sooner rather than later because the team are starting the following week.
With the added urgency, David converts his Lead to an Opportunity, includes the laptops to the deal and thinks its best to
include his Manager (Vincent Carlson) to the Sales Team so they can make quick decisions on any final pricing that is
required.
David contacts Sarah again and lets her know that he has the quotation ready and would like to organize a meeting to go
through the final pricing that both he and his manager Vincent would attend. Sarah agrees, thanks David for the prompt
turnaround and says shes looking forward to receive the invite.
The day after the meeting David receives a call from Sarah advising that she would like to proceed with the order of the 50
laptops. David sets the Opportunity to Won and updates his manager Vincent of the win.
Davids manager Vincent is out of the office at meetings for the day but receives an update through SAP Customer Insight on
his iPad. Vincent checks the opportunity to confirm the deal size. Vincent is extremely happy because this means that his
team his now over achieved on their target for the quarter and sends a response back to David congratulating him on the
win.
Finally, Vincent checks his pipeline report for the next three months and sends the report to his sales team for discussion at
their next quarterly sales meeting.

Outlook
Add In Associate a
Contact to
an Account

Create a
Lead

Convert
Lead to
Opportunity

Populate
the
Opportunity

Winning
the deal

Mobility:
Customer
Insight

Mobility:
Reporting
through
Customer
Insight

Golden Demo

Customer OnDemand

4 Demo Script
4.1 Pre-Requisite: Receiving an email from a dummy customer
4.1.1 Send an email from a dummy email

For the purpose of the demo story line you will need to receive an email from a Dummy customer

Setup an dummy email address (e.g. Dummy.User@gmail.com)

Send an email from this account to yourself summarizing the content of a previous meeting:
Hi Salespersons Name,
It was nice to meet you today and thank you for giving me an overview of your company and the products
you sell. As you know Im putting together a new sales team so lets stay in touch as I think you will be able to
help with my future IT requirements.
Kind regards,
Sarah Richards
Sales Director, IT International

4.2 Outlook Add In


4.2.1 Associate a contact to an account through the Outlook Add In
What to Say

David Nash wants to be able to easily input information into Customer OnDemand. The application that sales
people use most often is Microsoft Outlook.

Customer OnDemand has a powerful Outlook Add In that gives David access to his most important
information in Customer OnDemand.

When David clicks on the email he has received from Sarah Richards in IT International he gets limited
information on the contact as Sarah is not associated with an account in Customer OnDemand.

David can easily associate this contact to an account that is already setup in Customer OnDemand.

Key Features and Advantages

Access to important Customer OnDemand information from Microsoft Outlook Add In

Ease of use

Synchronization of emails, appointments and tasks.

What to Do

Log on to your Outlook Add In

Golden Demo

Customer OnDemand

4.2.1 Associate a contact to an account through the Outlook Add In

Click on the email that you have received from your dummy customer.

In the Outlook Add In, click on the green plus beside the contact name.

When the contact card opens up click on the SAP Customer OnDemand Tab

Click on the Add contact button

Click Add Reference and Accounts

Select the account and click Associate

Click Submit

Drag and drop the email on to the account name in the Outlook Add In

Click on the account name in the Outlook Add In to open this account in Customer OnDemand

What you Should See


Contact not associated to an account in Customer OnDemand

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Customer OnDemand

4.2.1 Associate a contact to an account through the Outlook Add In


Add the contact to Customer OnDemand

Associate the contact to an Account

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Customer OnDemand

4.3 Lead to Opportunity


4.3.1 Creating a Lead in Customer OnDemand
What to Say

At this stage David Nash has opened the account IT International in Customer OnDemand. Here he gets an
overview of all the contact and relevant information for this account.

David now needs to be able to start the sales process by easily creating a Lead called Laptop Computers
within IT International.

Now he can start to document important information like what the lead source was and its qualification level.

Once the lead is created in IT International David can start to add activities such as appointments, tasks,
phone calls and emails which will also be synchronized into Microsoft Outlook.

In this case David has called Sarah Richards in IT International to further qualify the Lead so he creates a
new phone call Activity.

Key Features and Advantages

Centralise all relevant customer information in one place.

Easily access and enter all correspondences with accounts.

Lead the users through the sales process.

Enter information on the lead that can be reported on later.

What to Do

Within the Account click on the Lead Facet.

Click on New to create the Lead.

When the click create box opens fill out all relevant information.

Click on Save and open.

When in the newly created Lead click on the Activities Facet.

Create a new Outbound Phone Call to further qualify the lead

Fill out all relevant information and click on Save.

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4.3.1 Creating a Lead in Customer OnDemand


What you Should See
Creating a new Lead

Adding Activities to the newly created Lead

Customer OnDemand

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Customer OnDemand

4.3.2 Converting a Lead to Opportunity


What to Say

After the phone call with Sarah Richards, David has received more information. Sarah advises that she
requires 50 laptops and will need a quotation for the same.

Its at this stage in the sales process that David can convert his Lead to an Opportunity.

Within the Opportunity he can start to gather more information such as the expected value, sales cycle
timeline, all of which will affect sales reports such as pipeline and forecasts in the future.

Key Features and Advantages

Lead the user through the sales process by moving the deal to the next stage.

Start to gather more detailed information such as expected value, sales cycle timeline and sales phase.

Gather important information that both the sales person and the manager can report on at a later stage.

What to Do

From within the Lead click on the Action button at the top right of the screen

Select Convert to Opportunity

Enter relevant information such as, Expected Value, Close Date & Sales Phase.

Click on Save and Open.

What you Should See


Converting a Lead to an Opportunity

Golden Demo

Customer OnDemand

4.3.3 Populating the Opportunity


What to Say

David has now created a new opportunity within the account as Sarah has asked for a quotation. David now
needs to start populating the opportunity with relevant information.

Sarah from IT International has advised that she would like a quotation for 50 laptops so David firstly needs
to add the products to the Opportunity.

David also feels that it would be useful to have involvement from his manager Vincent Carlson in this
opportunity so he also adds Vincent to the sales team.

David can setup activities like phone calls or appointments that are specific to this opportunity and these will
be synchronized into Microsoft Outlook.

If the application is integrated into SAP ECC 6.0 or above David can also request a quotation from within
Customer OnDemand.

Key Features and Advantages

Assist the user through the sales process by moving the deal to the next stage.

Quickly and easily enter information into the opportunity.

Include products to the opportunity that will allow a quotation to be created.

Add internal colleagues or external sales partners to the opportunity to work more efficiently and close deals
quicker.

What to Do

From within the Opportunity click on the Products Facet.

On the right hand side of the screen click on the Products Workbench.

Search for laptops.

Click and drop the required laptop product on to the product facet.

Change the quantity to the required amount.

Click Save

Click on the Sales Team Facet

Click Add and search for your Sales Manager.

Click Add to associate this person to the opportunity.

Click Save

Click on the Sales Activities Facet.

Click on New Appointment and fill out relevant information.

Click Save

Golden Demo

4.3.3 Populating the Opportunity


What you Should See
Adding Products to the Opportunity

Increase the Quantity and add Notes to the Products

Customer OnDemand

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4.3.3 Populating the Opportunity


Create a new Appointment for the Opportunity

Customer OnDemand

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Customer OnDemand

4.3.4 Winning the Deal!


What to Say

After a final meeting with Sarah Richards and his manager Vincent Carson, Sarah has accepted the
quotation. David can now set the deal to won!

David includes the reason why he won the deal.

Finally David collaborates with his manager Vincent by sending him an update that advises him of the newly
won opportunity.

Key Features and Advantages

Collaborate with colleagues throughout the process for guidance, help or just keep people informed of your
progress.

What to Do

Click on the Action button on the top right of the screen. Click on Won.

Enter the Reason why you won the sale and click on Save.

Click on the Post Update button on the top left of the screen.

Update your manager of the win.

What you Should See


Set the Reason for why we Won

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Customer OnDemand

4.3.4 Winning the Deal!


Update your manager about the Win!

4.4 Mobility
4.4.1 SAP Customer Insight for the iPad
What to Say

Mobility is a major part of the Customer OnDemand Offering. SAP does not mind what way our customers
consume the application. All the same functionality you receive on your desktop or laptop is available on
mobile devices such as iPad, iPhone, Android and Blackberry.

Now Im working as the sales manager Vincent Carlson. Vincent is out of the office but is kept up to date of
whats going on through his SAP Customer Insight Application.

Vincent logs on to the Customer Insight iPad App.

The first thing he sees is the update from David informing him of the recent win at IT International.

Vincent open an overview of the opportunity and checks the Total Sales Price

He then responds to David and congratulates him on the win.

Key Features and Advantages


Access to all Customer OnDemand data while not in the office.
Easy and fun to use User Interface.
Support for iPad, iPhone, Android, Blackberry
No additional charge.

What to Do

Log into Customer OnDemand on the iPad as the manager user (**salesman)

See the latest update from your sales team member.

Golden Demo

4.4.1 SAP Customer Insight for the iPad

On the left hand side of the screen click on the Sales Icon.

Click on Opportunities

Change My Opportunities to My Teams Opportunities

Highlight the Lead.

Click on View Details.

Note the Total Sales Price.

Click on the Feed Icon

Comment on the feed update and congratulate your team member on the win!

What you Should See


Customer Insight on the iPad

Customer OnDemand

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4.4.1 SAP Customer Insight for the iPad


Feed Update & Overview of the Opportunity

Collaborate & congratulate your team member through The Feed

Customer OnDemand

Golden Demo

Customer OnDemand

4.4.2 Reporting through SAP Customer Insight


What to Say

Vincent spends a lot of time out of the office; Customer Insight keeps him updated with live information from
within the organisation.

Vincent wants to see how his teams sales pipeline is looking for the next three months. From Customer
Insight he opens up the pipeline report that gives him an overview of the amounts and a list of all the
corresponding opportunities.

He emails the report out to the sales team so as they can discuss the figures at the next quarterly sales
meeting.

Key Features and Advantages


Access to all relevant sales information on your mobile .
Easy and fun to use User Interface.
Collaborate with your team while out on the road.
No additional charge.

What to Do

From the Homepage, click on the Pipeline tile.

Scroll across to the Pipeline by Month page.

Scroll the Opportunities on the right

Click on the action button at the top right of the screen.

Click Send as Email to demonstrate the built in email functionality.

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4.4.2 Reporting through SAP Customer Insight


What you Should See
Pipeline by Month Report

Email functionality from within SAP Customer Insight

Customer OnDemand

Golden Demo

Customer OnDemand

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