Field Sales: Mysap CRM

mySAP CRM Overview Presentation
Field Sales
(Release 3.0)
Contents Field Sales in Context with mySAP CRM Field Sales with mySAP CRM
Features Technology Background Best Practices for Field Sales
Strength of Field Sales with mySAP CRM
SAP AG 2003, Title of Presentation, Speaker Name / 2
Contents
Field Sales in Context with mySAP CRM Field Sales with mySAP CRM
Key Capabilities of a Complete CRM Solution
Who What
Marketing
Sales
Service
Executives
Service Customer Interaction Cycle Fulfill Transact
Engage
Portal Which way

How
Internet
Mobile
Telephony
Operational
Analytical
Collaborative
General Challenges in CRM

Do you know your customers who they are, what they do, and what they like? How well do you know your most valuable customers? Do your employees have the detailed knowledge and the power to best serve your customers over the lifetime of the relationship? Do you interact with your customers consistently across all channels? Can your customers drive self-service interactions conveniently for routine elements of the search, buy, and service processes? Do you integrate sales, marketing, and service with all aspects of operation into end-to-end, cross-functional processes? Does your front office communicate with your back office?
Is your management of customer relationships a source of competitive differentiation?

Do you know what your customer retention rate is?
Challenges in Field Sales

All relevant customer relationship data needs to be available in an offline environment so you can gather information directly at the customers site.
For the sales force working offline, the client needs to be seamlessly integrated into the other CRM components to guarantee integrated processes between in-house and offline users for such things as campaign planning and execution. The offline client has to support the sales representatives in their daily work like tour and activity planning or travel and expense management. The information must be shared with other online and offline users and supported by intelligent replication services.
Business Process: Example

A sales representative schedules and prepares a visit with all relevant customer information. The customer calls in to get a printed version of his new contract. During the visit, a sales representative registers a sales opportunity , discusses the contract, and schedules a new visit.
The sales representative discusses the pipeline with a supervisor.
A sales representative synchronizes the data in her mobile application and receives the new activities related to this customer.
Business Process
A suite of tools tailored to the needs of the offline field sales force provides:
An integrated view of customers, prospects, products, services, competitors, activities, opportunities, quotations, orders, and so on
Heavy cross-referencing for easy navigation
The tool suite facilitates the sales process by:

Effectively managing customers and prospects Providing appropriate customer, product, and competitor information Determining product and pricing configurations Managing sales opportunities across sales teams Creating quotations and orders
The tool suite provides access to personalized customer relationship management information anytime, anywhere
Key Capabilities of Field Sales

Enabling field sales capabilities:
Offline access to all relevant CRM information Overall customer view for field sales force Seamless integration with other interaction channels, such as the Internet or the Customer Interaction Center
Easy-to-use system for the offline working sales representative

Intelligent replication methods
Business Value of Field Sales
Improved customer satisfaction and retention Faster response times Sales focus on profitable customers Increased accountability of sales and marketing Reduced transaction costs due to ease of purchase Competitive differentiation through better customer relationships Enablement of team selling
Complete, consistent view of your customer
Contents Field Sales in Context with mySAP CRM
Field Sales with mySAP CRM Features

Technology Background Best Practices for Field Sales
Field Sales with mySAP CRM: Overview

Business Partners
Reporting and Analysis
Contact Persons Activities and Calendar Products and Services Infocenter Campaigns
Territory Management
Agreements (Listings / Contracts / Conditions)
Sales Documents
Opportunities

Business Partners
Management of direct and indirect business partner information, such as customers, prospects, distributors, competitors, and partners
Contact Persons
Large address book of external, internal, or private contact persons. Keeps up-to-date information about points of contact
Activities and Calendar

Provides sales reps with a tool to plan, track, document, and complete activities like visits, calls, mail shot activities, seminars, and other events
Products and Services

Accommodates all sales force relevant product and service information in an electronic form

Infocenter (Marketing Encyclopedia)
Provides a central repository for a broad array of unstructured internal and external data, allowing access to various categories of information
Campaigns
Supports the sales force in marketing campaigns, sales campaigns, product launches, and product campaigns
Opportunities
Actively manages the progress of opportunities throughout the entire sales cycle
Sales Documents
Allows users to create and track sales documents, such as inquiries, quotations, and orders, as well as to quickly edit and personalize them to match customers specific needs. Sales documents also incorporate pricing and configuration capabilities.

Agreements
Accommodates all kind of legal agreements or business agreements signed with customers, other business partners, or the customer and competitors, such as listing, contracts, or conditions
Territory Management
Enables time-dependent assignment of sales territories to sales people
Reporting and Analysis

Create and view industry-standard and customized reports both from the SAP Business Information Warehouse and from the local database
Business Partners: Features Provides immediate access to up-to-date customer information and history for all sales team members:
Complete customer access via the face-to-face interaction channel
Address management Assignment of sales teams Marketing profiles
Financial information, such as dunning and account data Group hierarchy for various purposes, such as pricing Maintenance of contact and visiting hours Relationship management Installed base management Attachments Notes
Business Partner Example: Get an overall view of your business partners
Business Partners: Benefits
Increase the efficiency of the sales field organization
Increase data quality Reduce data redundancy Improve relationships with your customers and partners
Access relevant information anytime in an offline environment
Contact Persons: Features

Active contact management shared information with all team members:
Address management
Assignment of sales teams Marketing profiles Communication channels
Maintenance of contact and visiting hours

Relationship management E-mail integration Attachments
Notes
Contact Persons Example: Be prepared before visiting a contact person
Contact Persons: Benefits
Increase the efficiency of the sales field organization Increase data quality Reduce data redundancy Improve relationships with your customers and partners Access relevant information anytime in an offline environment
Activities and Calendars: Features Keep an overview of your daily agenda so you can stay organized:
Maintain appointments and tasks linked to any business object, such as contact person or opportunity Support for recurrent activities Bidirectional interface to Microsoft Outlook 98, Microsoft Outlook 2000, and Lotus Notes 5.0
Activity journals for documentation purposes

Tour planning functions Shared calendar views (daily, weekly, and monthly) Attachments Notes
Activities and Calendars Example: Organizing your daily appointments and tasks
Activities and Calendars: Benefits
Facilitation of personal time management Effective task and time management for field sales
organization
Easy organization of all sales activities Integration with Microsoft Outlook Support of team selling activities
Products and Services: Features Provides immediate, offline access to all up-to-date product and service information:
Overview of a product or service with all kinds of technical and business information Marketing Information Relationships between products
Attachments
Notes Bill of materials
Products and Services
Example: Reviewing product and service specifications
Products and Services: Benefits
Enables the field organization to enter quotations, orders, or

opportunities offline
All relevant product information, including collateral, is

available offline
Infocenter (Marketing Encyclopedia): Features

Provide the right information at the right time to the right person. Unstructured information in any file format is pushed to mobile clients according to individual subscriptions. Information or alerts can be targeted by individual user or group membership.
Web agents gather both internal enterprise information and external, personalized, Web-based news sources, such as news, customer stock info, and press releases.
High-visibility alerts can pop up on top of other applications to alert users to critical information. Publish high-quality video and audio messages to field users.
Infocenter (Marketing Encyclopedia) Example: Subscribed channel content is pushed to the

Mobile Sales clients
Infocenter (Marketing Encyclopedia): Benefits
The Infocenter provides information to the field sales force Individual subscriptions provide only the necessary
information
Field sales representatives can be notified using alert

mechanisms like flashes
Campaigns: Features Campaigns can be planned and executed offline:

Campaign management tool for both local campaign planning and execution and execution in case of centrally planned campaigns. Campaign planning incorporates campaignrelated products, allocations, and the creation of target groups with flexible selection possibilitites. Mass generation of activities and opportunities.
Generation of mail shots.
Campaigns Example: A centrally-created campaign is visible for

execution in Mobile Sales
Campaigns: Benefits
Provides an overview of your campaigns Provides campaign information for use by your field sales force Enables you to better match your resources to your customers
needs
Opportunities: Features Opportunities can be created and tracked offline:

Opportunity management tracks the status of the sales opportunities, related products, and competitive information throughout the entire sales cycle.
Potential to guarantee a better forecast. Information is used to analyze the sales pipeline. Opportunity-related information is shared among all sales team members.
Using the opportunity information, quotations or orders can be created automatically.
Opportunities Example: Opportunities can be shared among all team members
Opportunities: Benefits
Early and correct qualification Shorter sales cycle and more reliable forecasts Manage and control sales projects
Easy identification of key problems

Improved communication with the account team
Manage and control opportunities

Develop critical analyses of your competitive situation
Sales Documents: Features Enables sales reps to create more accurate sales documents offline in a structured way directly at the customer site:
Using the same pricing and configuration data in mySAP CRM, both online and offline, guarantees consistent sales documents everywhere:
Sales, shipping, billing, conditions, and notes both on the header and line-item level Status and partner information Attachments Online ATP check Bill of material explosion Flexibly create printouts using Microsoft Word templates Change the sales document-related conditions offline
Sales Documents Example: Enter orders directly at the customer site
Sales Documents: Benefits
Empower the field sales organization through the whole sales

process
The SAP Internet Pricing and Configurator (IPC) enables the

sales reps working offline to determine prices and variant configurations directly on their notebooks
Seamless integration in the complete sales process enables

your field sales reps to present one face to your customers
Agreements: Features
Important source of information regarding the management of the relationship with business partners:
Supports three types of agreements:

Conditions A condition analyzer helps users determine the conditions. The pricing and condition information is derived from the central CRM system.
Listings These objects contain listed products together with price for a specific business partner. The listing information is used for the sales document entry and the condition determination.
Contracts
Agreements Example: Maintenance of a customer-specific listing
Agreements: Benefits
Empower the field representatives throughout the sales

process
Seamless integration in the complete sales process

enables your field sales representatives to present one face to your customers
Territory Management: Features The territory hierarchy reflects the sales structure of your organization:
Time-dependent assignment of business partners and sales reps to territories Derive the subscription from territory assignments Anticipate changes in the sales structure
Territory Management Example: Assigning business partners and sales representatives

to a particular territory
Territory Management: Benefits
Territories reflect the sales organization of a company Use time-dependent information to derive the
subscriptions regarding business partner information
Anticipate changes regarding the business partner

subscriptions
Reporting and Analysis: Features

Field Sales includes several types of reporting: SAP Business Information Warehouse (SAP BW) Analysis: Predefined SAP BW reports can be pushed automatically to the Mobile Sales clients. Report Writer The incorporation of Seagate Crystal Reports provides a flexible report writer tool enables you to create any report running on your local machine. Pass data to Microsoft Excel for analysis.
Reporting and Analysis Example: Launch predefined reports to analyze data
Reporting and Analysis: Benefits
Predefined reports are available on all Mobile Sales

clients
Field Sales users can analyze data to improve the entire

sales process
Field Sales with mySAP CRM

Features Technology Background Best Practices for SAP Field Sales
System Landscape
An Overview of System Integration Mobile Clients
Customer, contact persons, orders, products, customizing
SAP R/3
CRM Server/ Middleware
Communication Station
CRM data and Microsoft Excel spreadsheets
SAP BW
Browser-Based User Interface

Quickly identify the most important information Great overview and easy access to more information Fast navigation backward and forward Define favorites for fast navigation Links to related information
Architecture Summary
Based on modern industry standards
Uses object-oriented approach
Based on COM/DCOM
Integrates Microsoft Visual Basic for Applications (VBA) for business rule development Highly configurable and reusable objects
Browser-based environment Flexible deployment

Scaleable to thousands of offline users
Programming languages
ABAP, C++, VBA
Open to third-party systems
Field Sales with mySAP CRM

What are Best Practices for mySAP.com?

Traditional Adjustments within project Standard/ Add-on System With Best Practices for mySAP.com Adjustments within project Best Practices for mySAP.com Standard/ Add-on System Preconfiguration settings Extensive documentation on settings and processes Proven methodology based on the principles of AcceleratedSAP Quickly develop a working prototype Ideal for customers who want to extend their business solution with new mySAP.com scenarios
Cut time and effort by 50% to 80%
Suitable for companies of all sizes

Powerful knowledge base
Best Practices for mySAP.com: Offerings

Discovery and Evaluation Implementation
Documented blueprint Prototype implementation Evaluate a solution that is easy to: Identify with Implement Adapt to specific requirements Handover to and from solution design User roles Process documentation User documentation Training material Configuration Document
Test catalogs
Master data
Empowerment with proven content to evaluate and implement mySAP.com

Preconfigured Business Scenarios

Customer Visit with Order Entry
This scenario covers all the typical activities your field sales representatives have to carry out when they visit customers and take orders.
Opportunity Management
This scenario covers everything you need to handle all relevant information from cross-selling analysis through first customer contact to the conclusion of the project.
Overview and Further Documentation

Field Sales: Opportunities
This business process is supported by Best Practices for mySAP.com. With this product, SAP customers receive preconfigured software solutions that they can quickly implement and put into production. The Collaborative Business Map presented in this document illustrates the business process using three different views each adapted to the information requirements of different addressees (for example, management, technical department or IT specialists). Business View The Business View outlines the participants and the scope of the described business process and documents the business advantages of implementing this business process. Interaction View The Interaction View describes the process design and detailed dependency relationships between the different activities and the business documents which the participants exchange throughout the business process. Component View The Component View describes the business components and system landscape required to support the implementation of this business process.
For more information about Collaborative Business Maps (e.g. Web-based animations and related business benefits), please refer to www.sap.com\C-Business
Business View Field Sales: Opportunities
The scenario Field Sales: Opportunities comprises all relevant information and activities needed by a sales representative to prepare for and to make a cross-selling offer to a customer. The sales representative carries out a cross-selling analysis to identify all relevant customers and creates opportunities. These opportunities can be linked with the appropriate business partners, products, documents, planned activities and information on competitors.
The sales representative contacts the customers identified by telephone, documents the telephone calls and creates the sales orders for the cross-selling product as required by each customer.
Subsequently the sales staff confirm the commissioning, packing, shipment and billing procedures. Finally a success analysis of all cross-selling opportunities can be carried out.
Interaction View Field Sales: Opportunities
Component View
Manufacturer
Mobile Client
Conduct Customer Analysis Create Opportunity Create Competitor Call Customer Create Competitor Update Data e.g. Activities) Create Competitor
Customer
SAP R/3 SCE
SAP CRM
Document Customer Call
Make Order
Enter Order
Create Order
Process Sales Order Process Delivery
Update Order Status Conduct Opportunity Analysis
Pick Goods Process Goods Issue Process Billing Document
Legend
Business partner or department taking part in the scenario Activity of business partner involved in the scenario
Information flow showing how information is shared between business partners Business documents exchanged between business partners, e.g. delivery note
Contents Field Sales in Context with mySAP CRM Field Sales with mySAP CRM
Meeting your Challenges with Field Sales
Control the process, and you control the sale:

Increase effectiveness of sales people Enable cross-selling and up-selling Implement a sales methodology Establish seamless process integration Create total cost transparency Make better projections
Manage the customer life cycle

Integrate channels Use closed-loop scenarios Create tighter integration with service and marketing processes

Field Sales: Mysap CRM

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mySAP CRM Overview Presentation

Strength of Field Sales with mySAP CRM

SAP AG 2003, Title of Presentation, Speaker Name / 2

Strength of Field Sales with mySAP CRM

SAP AG 2003, Title of Presentation, Speaker Name / 3

Key Capabilities of a Complete CRM Solution

Service Customer Interaction Cycle Fulfill Transact

Portal Which way

General Challenges in CRM

Is your management of customer relationships a source of competitive differentiation?

Challenges in Field Sales

SAP AG 2003, Title of Presentation, Speaker Name / 6

Business Process: Example

The sales representative discusses the pipeline with a supervisor.

SAP AG 2003, Title of Presentation, Speaker Name / 7

The tool suite facilitates the sales process by:

SAP AG 2003, Title of Presentation, Speaker Name / 8

Key Capabilities of Field Sales

Easy-to-use system for the offline working sales representative

SAP AG 2003, Title of Presentation, Speaker Name / 9

Business Value of Field Sales

Complete, consistent view of your customer

SAP AG 2003, Title of Presentation, Speaker Name / 10

Contents Field Sales in Context with mySAP CRM

Field Sales with mySAP CRM Features

Strength of Field Sales with mySAP CRM

SAP AG 2003, Title of Presentation, Speaker Name / 11

Field Sales with mySAP CRM: Overview

Reporting and Analysis

Agreements (Listings / Contracts / Conditions)

SAP AG 2003, Title of Presentation, Speaker Name / 12

Field Sales with mySAP CRM: Overview

Activities and Calendar

Products and Services

SAP AG 2003, Title of Presentation, Speaker Name / 13

Field Sales with mySAP CRM: Overview

Field Sales with mySAP CRM: Overview

Reporting and Analysis

SAP AG 2003, Title of Presentation, Speaker Name / 15

SAP AG 2003, Title of Presentation, Speaker Name / 16

Business Partner Example: Get an overall view of your business partners

SAP AG 2003, Title of Presentation, Speaker Name / 17

Business Partners: Benefits

Increase the efficiency of the sales field organization

SAP AG 2003, Title of Presentation, Speaker Name / 18

Contact Persons: Features

Maintenance of contact and visiting hours

SAP AG 2003, Title of Presentation, Speaker Name / 19

Contact Persons Example: Be prepared before visiting a contact person

SAP AG 2003, Title of Presentation, Speaker Name / 20

Contact Persons: Benefits

SAP AG 2003, Title of Presentation, Speaker Name / 21

Activity journals for documentation purposes

SAP AG 2003, Title of Presentation, Speaker Name / 22

SAP AG 2003, Title of Presentation, Speaker Name / 23

Activities and Calendars: Benefits

SAP AG 2003, Title of Presentation, Speaker Name / 24

SAP AG 2003, Title of Presentation, Speaker Name / 25

Products and Services

Example: Reviewing product and service specifications

SAP AG 2003, Title of Presentation, Speaker Name / 26

Products and Services: Benefits