Wednesday, June 29, 2016

Not only results count!

It’s Not What You Do, But How You Do It. And: “C'est le ton qui fait la musique”.

When working in a project, it is not just the result that counts, the road to the result has big influence on the success of the business objectives. Project- and change management are key players in defining this road.

The project approach highly affects the process, final result and business goals.

Project goal versus project result

Each organization sets it's objectives. In order to achieve these objectives, sometimes preconditions are required. To fulfill such preconditions, projects are appointed. Projects hardly ever serve business goals directly, but function as enablers or preconditions for the business. Projects deliver results. The project outcome – result - enables the business objectives.

Wednesday, June 22, 2016

Technical solution not always needed...

Even after many years working with SAP CRM on Premise, I'm sometimes asking myself why something is not working as expected (or at least not as we thought should be logical). And while we like to build technical solutions to solve these, it is sometimes easier (not forgetting cheaper as well) to accept the issue once analysed - if there are no actual business implications or customer inconvenience, and just continue with more important business topics.

Let’s take a recent example I encountered at a project, where we have a nice CRM on-premise system linked to an ECC back-end. One of the processes implemented in our environment is consignment, with consignment fill-up for putting goods on stock at customers location, and consignment issue when the customer tells us he how much and when he took goods from the consignment stock.

So far - all proven, standard SAP. Below picture from the SAP documentation nicely visualizes the consignment fill-up and consignment issue.

Wednesday, June 15, 2016

Implementing a Call-Me-Back scenario in ERMS

Successfully processing emails in ERMS can be a complex exercise.
Of course, depending on your requirements, ERMS can be implemented simple, or more complex.
ERMS basically consists of a few automated steps.

1. Receiving the email
2. A workflow
3. A set of ‘Factgathering services’
4. An ERMS Rule Policy
5. A set of ‘Action Handling services’

When you get the hang of the logic in ERMS, basically everything is possible. It actually turns out to be quite a powerful platform, where the cherry is the combination of the Factgathering services, Action handling services and the Rule Policy.
In my specific requirement I wanted to create an outbound call in a call list if certain requirements in the content of the email were met.

To cut thing short… if a certain field in the webform was filled with ‘Call Me Back’, I needed to create an outbound call in a call list.

Wednesday, June 8, 2016

Enhancement Packs and the search for disruptions

Every now and then SAP releases an Enhancement Pack for your CRM system and besides enjoying all new enhancements you are faced with the challenge of finding possible disruptions. Tools exists for checking and adjusting modifications (transactions SE95, SPDD and SPAU) and for the WebUI enhancements (WCF_CC and WCF_RT_COMP). In addition you can use the Code Inspector (SCI) to scan all the custom developments for warnings and errors. And then? Is that all you can do before starting testing?

Wednesday, June 1, 2016

SAP Multichannel Foundation for Utilities and Public Sector

This weeks’ blog gives you a quick preview on a product that acts as an extension of SAP CRM and IS-U. It is called SAP Multichannel Foundation for Utilities and Public Sector. To say it in other words; a self-service scenario for utilities.

What is it exactly?

SAP MCF for Utilities and Public Sector is a solution for utility companies to provide self service to their customers via various channels (web, phone, tablet and social media).
The tool is based on SAP NetWeaver Gateway which uses predefined OData-services connected to SAP CRM and SAP ERP/ IS-U. Although the product is not new; the first version was released for customers in 2014, the need for more simple ways to serve customers and to reduce inbound calls has become bigger.