Wednesday, August 8, 2012

What’s new in SAP CRM Enhancement Package 2 for SAP CRM 7.0

In May 2012 SAP released the new Enhancement Package 2 for SAP CRM 7.0. This blog post focuses on some of the best improvements on the existing functionalities and highlights new functionalities and features as well.

So what’s new....................................?


SAP CRM-Cross Functionalities

Some highlights of the new improvements on the existing CRM-Cross functionalities.
  • Performance and Business Transaction Item Processing
  • Reduction of Implementation Time
  • Performance Improvement of CRM Data Extraction
  • WebClient UI Framework
  • Improved knowledge article, this allows you to assign knowledge articles quicker and easier
  • Filter for Workflow Inbox
  • Complaints & Leads Assignment Blocks on Business Partner overview page

 SAP CRM Marketing Functionality

New features available within the Marketing functionality:
  • High Volume Customer Segmentation with BW
  • Marketing permissions







High Volume Customer Segmentation with BW

B2C marketing scenarios usually handle large data volumes where newsletters and special campaigns, for example in loyalty programs, are addressed to millions of customers. High-performance selections on large data volumes are required, so that the targeted customers can be contacted via the selected communication channel such as e-mail or SMS.

This business function takes advantage of the new SAP NetWeaver Business Warehouse Accelerator technology in order to provide improved performance when using large business partner and analytical data volumes from SAP NetWeaver BW for segmentation.
This business function includes the following highlights:
Native Access to BW in High Volume Scenarios
  • Based on BW/BWA
  • Aggregation on the fly whilst segmenting
  • Data Uploads no longer required
  • Segmenting on most recent data
New Analytical Features
  • Tree maps to visualize key figures in a multidimensional way
  • System based proposal of filter ranges
UI Enhancements
  • Drag & Drop from chart to staging area & apply as filter
  • Dynamic attribute hierarchies
  • Enhanced F4 Help to find filter values
  • Execution Plan

Marketing Permissions

Marketing permissions control that customers are contacted only via those communication channels for which they explicitly gave their consent. The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.
  • Adhere to country-specific regulations to avoid incurring costs due to non-compliance
  • Send marketing material only to those customers who explicitly agreed to receiving such material
  • Marketing Permissions play a big role in
    • External List Management
    • Segmentation oCampaign Execution
    • Interaction Center
  • The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.
  • Existing concepts used to block contact to customers, such as per account, central block, or per communication detail with the designator ‘Do Not Use’ are still available
  • Maintenance of marketing permissions
  • Create marketing permissions for
    • Accounts (individual, corporate, group)
    • Contacts oMarketing prospects
  • Create marketing permissions per communication channel, such as Telephone or e-mail
  • Maintain via different channels, such as Interaction Center, or automatically - coming from an external system via CRM Middleware (planned), from a web shop registration via an API, or upload via External List Management (ELM)
  • The Marketing Permissions assignment block is available in the Accounts Overview Page (OVP) and the Contacts OVP




SAP CRM Sales Functionality

New features available within the Sales functionality:
  • Advanced Returns Management
  • Advanced Returns Management - Follow-up processes in ERP












Advanced Returns Management

Advanced Returns Management (ARM) is included in SAP ERP and enables you to handle all customer returns scenarios, such as returns made at the counter, returns that involve a shipment to the warehouse – including subsequent reverse logistics – and direct shipments from customer to vendor. At different times during the process, you can refund the customers with a credit memo or compensate them with a replacement material.

1. Initial creation of customer complaint in SAP CRM
  • Object “Complaint” as main-item
  • Optional: maintenance of returns specific data
  • With / without reference to ERP data
2. Creation of return request
  • Return request as sub-item
  • Mandatory: maintenance of returns specific data
3. Returns processing in SAP ERP
  • Automatic and/or manual creation of subsequent documents per process step such as creation of the goods receipt, warehouse inspection or refund determination
  • Depending on the implementation/customizing of “Advanced Returns Management” the process is supported by automated system actions and system alerts/warnings.
4. Monitoring returns progress throughout the process in SAP CRM

Advanced Returns Management - Follow-up processes in ERP

The following documents can be created manually or automatically in Advanced Returns Management:
  • Returns Order & Returns Delivery
  • Goods Receipt
    Advanced Returns Management
  • Warehouse Inspection & Logistical Follow- Up documents (Goods Movement to Specified Stock / Scrap / Free Available Stock)
  • Credit Memo Request & Credit Memo
  • Outbound Delivery
  • Returns Purchase Order (to Vendor)
  • Invoice Verification (based on vendor´s material inspection)
  • Returns Purchase Order for Direct Shipment
  • Returns Stock Transport Order
  • Subsequent Delivery Free of Charge (SDF)
  • Outbound Delivery for SDF & Goods Issue for SDF
  • Internal / External Repair Order

SAP CRM Service Functionality

Within the service module of SAP CRM, there are less improvements and features unlike Sales and Marketing:
  • Billing Plan Extension (performance improvement)
  • Monitor for Service Transactions (new additional fields)
  • Checklist for Service Requests and Orders
  • Leasing - Account identification
Leasing - Account identification