Wednesday, February 26, 2014

Service Resource Planning in SAP CRM


Among the many roles of a manager in a business which relies on providing services to their customers, one of the most important subject is scheduling the service engineers on a proper way. It’s vital that you put thought into the scheduling process and treat your staff and customers professionally. Proper scheduling allows a manager to determine how well the work gets done and by whom. He could team up workers of equal strength, or put a superior worker with a weaker one. It all depends on the company’s objectives. But resource Scheduling in the Service environment is an area that has been a tough subject for companies that are running SAP. The reason for this is most of the time the lack of understanding regarding the different options a company has regarding resource scheduling when they run SAP.

In a SAP ERP environment, the options for resource scheduling are limited, whether the customer chooses for Project System and Work Force Planning or using Customer Service or Plant Maintenance. It becomes more complicate when the customer has more than one ERP module in their IT landscape to serve the needs of the service organisation. Therefore most of the companies decides to use a third party scheduling tools. The most common one with a proven record with SAP is MRS (Multi Resource Scheduling). This is a SAP Netweaver / SAP ERP based planning tool and can be used to manage resources across systems from multiple sources (SAP CS, SAP PS, cProjects, SAP PM and SAP CRM). The biggest issue using MRS are most of the time the additional licensing which needs to be acquired and the extra implementation/maintenance effort that should be invested.

Wednesday, February 19, 2014

SEPA: Are you ready...?


February 2014.... are you ready..? What has happened since our latest SEPA update?

We have all worked hard to meet the SEPA deadline of February 1st 2014 but recent statistics show that a substantial number of market participants and particularly SMEs were not able to fully migrate to the new SEPA standard on time.

Last month the European Commission proposed a transitional period of 6 months during which banks and other payment service providers would be able to continue processing payment orders even if users did not provide them in the SEPA format. The objective is to ensure payments are not blocked in cases where stakeholders are not ready.

Wednesday, February 12, 2014

CRM, it is all about the people!

Back in 2002…

The first time I heard the term Customer Relationship Management (CRM) was in 2002 when I was still a student. And I found the term, but moreover the strategy, very interesting.

In that time I bought my clothes at a certain store in Rotterdam and it struck me; the store owner had a CRM strategy! Every time the new collection of the brand I loved came in, he would call me up just to tell me that. He would even, as he knew my taste, leave some items in the back until I dropped by. The thing that struck me the most was, that this guy was making good money with just one phone call. As every time I came by I would buy something and I would come by a lot ;)

Wednesday, February 5, 2014

Implementing a change in SAP Cloud for Customer

I often get questions about maintenance and support of the SAP Cloud for Customer Solution. For many SAP CRM professionals, their reference is a SAP CRM on premise system landscape where you develop a solution, test it, transport it to an acceptance system and finally transport it to the production environment. Often a 2 or 3 server landscape is in use where development, test and production data and configuration are separated.
 
To implement changes in SAP Cloud for Customer you first have to determine if the change is a simple change and can be implemented right away. On the view Business Configuration work --> Overview you can search for those configuration elements which the system allows you to add to the scope.
 
For complex changes however we have a controlled procedure to implement changes by means of change projects. In this blog I will try to explain the steps involved in implementing a change in a productive system.