Scribd Logo
Upload

Welcome to Scribd!

  • 123 views

    Sapphire SAP CRM

    Uploaded by

    vinay_vadrevu
    Sap CRM

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd

    Sapphire SAP CRM

    Uploaded by

    vinay_vadrevu
    123 views23 pages
    Sap CRM

    Original Title

    Sapphire SAP crm

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Sap CRM

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    123 views23 pages

    Sapphire SAP CRM

    Uploaded by

    vinay_vadrevu
    Sap CRM

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 23

    May5,2008

    SAPCustomerRelationship Management(SAPCRM)at EastmanChemicalCompany

    SAPPHIRE 08 OR4135

    Agenda
    EastmanChemicalCompanyhistory CustomerValueCreation
    WhyaCallCenterApplication GettingStarted ProjectReadinessassessment

    EastmanSAPLandscape InteractionCenterwithinSAPCRM 360 Views Projectrequirements Learnings


    SAPPHIRE 08 OR4135

    Eastmanhistoryataglance
    TennesseeEastman,aDivisionof EastmanKodak:
    Beganin1920whenGeorgeEastman acquiredwooddistillationplantinKingsport, TN,apartofEastmanKodak. SpunfromKodakin1994;independently tradedcompanyontheNYSE,Eastman ChemicalCo.(EMN)

    EastmanChemicalCompanytoday
    Globalmanufacturerofchemicals,plastics andfibers Leadingproducerofdifferentiatedcoatings, adhesives,andspecialtyplasticsproducts Leadingsupplierofcelluloseacetatefibers ProducesPETpolymersforpackaging CorporateheadquartersinKingsport, Tennessee Fortune500companywithsalesof$6.8B andapproximately11,000employees

    SAPPHIRE 08 OR4135

    CustomerValueCreation
    EastmanChemicalCompanylaunchedanewinitiativein supportofcorporategrowthstrategies CustomerValueCreation(CVC)isaninitiativethat transformstheinterfacewiththecustomer
    FocusonbusinessprocessesandenablingITsolutions Effectivelymanagethecustomerexperience Supportgrowthbydeliveringenhancedcapabilities
    CVC=CRM+OtherCustomerRelatedInitiatives

    SAPPHIRE 08 OR4135

    CustomerValueCreation
    KeyDecisions
    ReviewoftheRoadMap ofInitiatives,sequence UnderstandingSAPCRMreleasestrategy (5.0,5.x,rampup) AlignmentwithinitialBusinessprocessand applicationneeds DecisiontoimplementaCallCentersolution
    InteractionCenterwithinSAPCRM Advancedtelephonycapability

    SAPPHIRE 08 OR4135

    Customer Value Creation


    WhyaCallCenterapplication?
    Businessneed
    First,itsnotaboutthecallvolume
    EastmanContactCenterslocatedglobally Roughly200agentsworldwide

    ItisaboutunderstandingourinteractionwiththeCustomer
    ManagingCustomerService StrategicCustomers

    ProjectExecution
    FirstCRMapplication successimportant Initialusers locatedlocallyvs.remote Controlledgroup pilotsizedimplementation Establishedsolidworkingrelationship

    Keyvaluedrivers
    Engine forthe360degreeviewofthecustomer Precedent forculturalchange newprocessesandchangingroles
    SAPPHIRE 08 OR4135

    EastmanChemicalCompany
    CRM GettingStarted CRM:ITResearchInitiatives
    Roughly14Investigationprojects/studiestosetdirection
    BestPracticesstudy SolutionManager UIinvestigation Groupware,Duet ContactManagement PortalOptions Analytics Middleware Security Basis IPC Etc.
    SAPPHIRE 08 OR4135

    ConductedaRampup ProjectReadinessAssessment
    MASTERDATA
    RED YELLOW GREEN

    OverallMasterDataReadiness
    StandardFunctionality INFRASTRUCTURE SalesOrganization Customer,Contacts

    OverallTeamReadiness

    MaterialMaster LandscapeArchitecture Employee SupportStrategies TelephonyIntegration

    OutofBox BUSINESSFIT HighAvailability Systemadministration OverallTeamReadiness StandardICFunctionality Fax/Emailmanagement Customerfollowup TransactionProcessing Reporting

    SAPPHIRE 08 OR4135

    EastmanChemicalCompany
    Rampup ProjectReadinessAssessment Actions
    BestPracticeMethodology SAPSolutionManager4.0selected GeneralScope Interactionmanagement(voice/email)
    UsingstandardinteractioncenterWebclient(ICWC)withinSAPCRMsolution developmentforgaps

    TaskManagement
    Using(ICWC)groupwaresolutiondevelopmentforgaps

    Infrastructure AppliedforSAPCRMrampupprogram
    SAPCRM5.2release(2006s.2)BasisLandscape

    AdvancedTelephony(CTI)study
    SAPBusinessCommunicationsManagement5.5selected

    SAPPHIRE 08 OR4135

    EastmanChemicalCompany
    Rampup ProjectReadinessAssessment Actions

    SAPBusinessCommunicationsManagement5.5
    IndependentstudyofavailableCTIsolutions Keyselectioncriteria RequiredSAPCertified PreferredSwitchindependent GloballyScalablesolution CRM5.2integration SAPNetWeaverBIintegration,blendedanalytics Outofboxmonitoringandreporting VendorSupport

    SAPPHIRE 08 OR4135

    Eastman Chemical Company Basic SAP Landscape


    PBX In-bound Calls SCM Gateway appliance Analog conversion BCM 5.5 PMM BI Other SAP

    Advanced Telephony

    IC WebClient

    CRM 5.2 IC WebClient SAP ECC 5.0


    Analytics

    TELEPHONY VoIP

    AdvancedCSRCockpit InteractionCenter
    DeliveringandEnhancingBusinessProcessesandSystems

    BuildingtheframeworkforCSR360 View oftheCustomer Providingintegratedtelephony(screenpops) Capturinginteractionactivitieswiththecustomer


    Voice Email Followupmanagement

    Makinginformationavailabletokeyaccount teammembers Whatsitlooklike?


    SAPPHIRE 08 OR4135

    CSRAdvancedCockpit InteractionCenter
    IncomingCustomerCall

    SAPPHIRE 08 OR4135

    CSRAdvancedCockpit InteractionCenter
    AdvancedTelephonyIdentifiesIncomingCallerandAccount

    SAPPHIRE 08 OR4135

    CSRAdvancedCockpit InteractionCenter
    CustomerRequestsChange ActionTaken/Recorded

    SAPPHIRE 08 OR4135

    SalesRep360 View

    SAPPHIRE 08 OR4135

    SalesRep360 View

    SAPPHIRE 08 OR4135

    360 Views
    AGlimpseoftheFuture
    Interactions TelephoneCalls,Faxes,emails Activities Tasks,SpecialsRequests Opportunities CallReports PipelinePerformanceManagement ActiveComplaints AccountandContactManagement Forecasting LinkstoContracts ReportsandOtherApplications

    CustomizedtoRoleandIndividual AvailableAnywhereinRealTimeon PCsandSmartPhones


    SAPPHIRE 08 OR4135

    EastmanChemicalCompany
    ICWC2006s.2usingSAPBusinessCommunications Management EastmanChemicalCompanyhistory CustomerValueCreation
    WhyaCallCenterApplication GettingStarted ProjectReadinessassessment

    EastmanSAPLandscape InteractioncenterwithinSAPCRM 360 Views Projectrequirements Learnings


    SAPPHIRE 08 OR4135

    ProjectRequirements
    Schedule/sourcingataglance
    Aug Oct Nov Dec Jan Feb Mar EastmanInteractionCenterinitiativeimplementationprojection CRP SolutionManager Rampup;CRX;BCMx CRD CRQ Blueprintsolution Telephony(BCMpilot) ProjectRealization ConfiguretheICWebClientsolution ConfigureAdvancedTelephonyBCM Integratedtesting//Training CoreteamEastmanandSAP FinalPrep(Deployment) ProgramManagementoversight Prodactivation ProjectManager(colead) 317 Sep

    ITLeadandBusinessLead
    Scripting/IntegrationTesting

    SolutionManager
    Foundation/Blueprinting

    CRMBasis CRMMiddleware CRMSecurity CRMICWebFunctional BCMLead/Functional BCMTechnical ICWebClientDevelopers


    SAPPHIRE 08 OR4135

    ProjectLearnings
    Corporatestrategyfit Organizationalalignment Changemanagement CRMproductcapabilities MasterDatareadiness Implementationpartner Processmodelingandmethodology Riskassessment,riskmanagement Teamdefinition,roles,rulesofengagement Understandtechnologymix/integration
    Phonevendor,Gatewayappliance,SAPCRM,SAPECC,SAPBusiness CommunicationsManagement,I.E7.0;computerHW,headsets; MicrosoftOutlook;exchangeserver;security

    Thoroughscripts,becertain Replicateproduction,test,test,test
    SAPPHIRE 08 OR4135

    Questions?

    John Thompson CVC Initiative Lead [email protected] Craig Niermann CVC Program Manager [email protected]

    SAPPHIRE 08 OR4135

    Access SAPPHIRE 08 Orlando Online


    Watch video recordings, download audio files in MP3 format, and view the slides from all keynotes and presentation sessions.

    www.sap.com/us/sapphire

    You might also like