Online Tutorials & Training Materials | STechies.com
Register Login

Maximizing Your SAP CRM Interaction Center

|| || 0 Download

Maximizing Your SAP CRM Interaction Center
Stechies


Contents


Dedication ................................................................................. 5
Acknowledgments ................................................................... 19


1 Introduction ......................................................................... 21


1.1 Terminology .......................................................................... 22
1.1.1 Call Center, Contact Center, Interaction Center .................. 22
1.1.2 Interaction Center Employees – Agents, CSRs, TSRs ....... 24
1.2 Functions of an Interaction Center ......................................... 24
1.2.1 The Interaction Center is the Front Door .......................... 24
1.2.2 The Interaction Center is the Emergency Room ................. 25
1.3 History and Evolution of Interaction Centers .......................... 26
1.3.1 History of the Call Center .................................................. 26
1.3.2 From "Call Center" to "Interaction Center" ........................ 27
1.3.3 Evolving Metrics and Mindsets .......................................... 28
1.3.4 Modern Metrics ................................................................ 29
1.3.5 Leveraging Economies of Scale via Consolidated Call
Centers ................................................................................... 31
1.3.6 Leveraging Efficiency via Shared Service Centers ................ 32
1.3.7 Outsourcing and Homesourcing ........................................ 34
1.3.8 The Typical Interaction Center ........................................... 36
1.4 The SAP CRM Interaction Center ........................................ 39
1.4.1 The History of the Interaction Center ................................. 40
1.4.2 The Interaction Center Moves from SAP GUI to the
Web Browser ........................................................................... 41
1.4.3 Capabilities of the SAP CRM Interaction Center ................. 44
1.5 Summary ........................................................................... 48

2 Computer Telephony Integration (CTI) and Multi-Channel
Integration
................................................................................ 49


2.1 Telephony ........................................................................... 50
2.1.1 Queuing ............................................................................ 51
2.1.2 Call Treatment ................................................................... 51
2.1.3 Routing ............................................................................. 51
2.2 Computer Telephony Integration (CTI) .................................. 52
2.2.1 Automatic Number Identification (ANI) Lookup ................ 52
2.2.2 Dialed Number Identification Service (DNIS) ..................... 53
2.2.3 Interactive Voice Response (IVR) and Voice Portals ........... 54
2.2.4 Screen Pop ........................................................................ 55
2.2.5 Call-Attached Data (CAD) .................................................. 57
2.2.6 Softphone Control ............................................................. 57
2.2.7 Screen Transfer .................................................................. 59
2.2.8 Outbound Dialing Integration (Preview, Progressive, and
Predictive/Power Dialing) ........................................................... 60
2.3 Multi-Channel Integration ...................................................... 60
2.3.1 Email ................................................................................ 61
2.3.2 E-Mail Response Management System (ERMS) &
Web Forms ................................................................................ 63
2.3.3 Fax, Letter, and SMS .......................................................... 64
2.3.4 Web Chat ............................................................................. 66
2.4 SAP's Multi-Channel Integration Strategy ................................... 69
2.4.1 SAP's Certified Multi-Channel Interfaces ................................. 69
2.5 SAP's Multi-Channel Partners ..................................................... 71
2.5.1 PBX/ACD Switches ............................................................... 72
2.5.2 Communication Management Software (CMS) Products ........ 74
2.6 SAP Business Communications Management (BCM) ................. 76
2.7 Adding CTI or Multi-Channel Integration to an Existing Project ... 77
2.7.1 Building a Business Case for CTI/Multi-Channel
Integration ................................................................................. 77
2.7.2 Implementing CTI or Multi-Channel Integration ........................ 78
2.8 Summary ............................................................................... 79

3 IC User Interface and Technology ........................................ 81


3.1 Browser Versions and Settings .............................................. 82
3.2 Interaction Center User Interface ........................................... 83
3.2.1 Title Bar ............................................................................ 84
3.2.2 Context Area ..................................................................... 84
3.2.3 Communication Toolbar .................................................... 86
3.2.4 Scratch Pad ....................................................................... 87
3.2.5 System Messages ............................................................... 88
3.2.6 Navigation Bar & Index Page ............................................. 89
3.2.7 Breadcrumbs ..................................................................... 92
3.2.8 Agent Dashboard .............................................................. 92
3.2.9 Broadcast Messaging ......................................................... 93
3.3 Interaction Record ................................................................. 94
3.4 Getting the Interaction Center Up and Running ....................... 97
3.4.1 CRM Business Role/IC WebClient Profile ........................... 98
3.4.2 Navigation Bar .................................................................. 100
3.4.3 Transaction Launcher ......................................................... 103
3.4.4 HR Organizational Model ................................................. 107
3.5 Architecture and Technology ................................................. 108
3.5.1 BOL/GenIL ........................................................................ 108
3.5.2 BSP Applications ............................................................... 109
3.6 Summary ............................................................................... 112

4 IC Marketing ........................................................................ 115


4.1 Campaigns ............................................................................. 116
4.2 Call Lists and Planned Activities ............................................. 120
4.2.1 Call List Creation ............................................................... 121
4.2.2 Planned Activities Creation ................................................ 124
4.2.3 Processing Call Lists from the Interaction Center ............... 126
4.2.4 Do Not Call List Integration ............................................... 129
4.3 Outbound Dialing ................................................................. 131
4.3.1 Manual Outbound Dialing ................................................. 133
4.3.2 Preview Dialing/Auto Dialing ............................................ 133
4.3.3 Power Dialing/Progressive Dialing ..................................... 134
4.3.4 Predictive Dialing .............................................................. 134
4.4 Interactive Scripting ............................................................. 135
4.5 Questionnaire/Survey and Lead Integration ............................ 136
4.5.1 Survey Integration ............................................................. 137
4.5.2 Lead Integration ................................................................ 138
4.6 Marketing-Based Product Proposals ..................................... 142
4.6.1 Maintaining Accessories and Spare Parts (Service Parts) ..... 143
4.6.2 Maintaining Cross-Sellers, Up-Sellers, and Down-Sellers .... 145
4.6.3 Using Product Proposals in the Interaction Center ............. 148
4.7 SAP Real-Time Offer Management (RTOM) ....................... 149
4.8 Summary ......................................................................150

5 IC Sales ......................................................................... 153


5.1 Leads and Opportunities ....................................................... 155
5.2 Searching for Products .......................................................... 157
5.2.1 Standard Product Search ................................................... 158
5.2.2 Product Catalog ............................................................... 161
5.2.3 Add-to-Cart Button and Product List Preview ................... 165
5.3 IC Sales Transactions ............................................................ 166
5.3.1 Sales Order for Interaction Center ..................................... 166
5.3.2 Sales Ticket for Interaction Center ..................................... 168
5.3.3 PC-UI Sales Order ............................................................ 170
5.3.4 R/3 Sales Order for Interaction Center ............................... 171
5.3.5 ERP Sales Order for Interaction Center .............................. 172
5.3.6 CRM WebClient ERP Sales Order ...................................... 173
5.3.7 CRM WebClient Sales Order ............................................. 175
5.4 Configurable Products ........................................................... 176
5.5 Product Proposals ................................................................. 178
5.6 Available-to-Promise (ATP) and Pricing ................................ 180
5.7 Summary .............................................................................. 181

6 IC Service ............................................................................. 183


6.1 About Help Desks ................................................................ 184
6.2 Information Help Desk ......................................................... 184
6.2.1 Customer Identification and Registration ........................... 186
6.2.2 Product Identification and Registration .............................. 189
6.2.3 Customer Overview and Details ........................................ 193
6.2.4 Knowledge Search ............................................................. 197
6.3 Service Order Management ................................................... 204
6.3.1 IC Service Order ............................................................... 205
6.4 Service Desk (for External Customers) ................................... 208
6.5 Complaint Management ........................................................ 212
6.6 Case Management ................................................................. 216
6.7 A Few Words About Self Service ........................................... 219
6.8 Summary ........................................................................... 220

7 IC Management and Analytics ............................................. 221


7.1 Monitoring Operations ........................................................... 224
7.1.1 Business Transaction Assignment ....................................... 224
7.1.2 IC Manager Dashboard ...................................................... 226
7.1.3 E-Mail Status Overview & E-Mail Volume .......................... 229
7.2 Managing Operations .......................................................... 233
7.2.1 Business Transaction Assignment ....................................... 233
7.2.2 E-Mail Workbench ............................................................ 234
7.2.3 ERMS Simulator ................................................................ 236
7.2.4 Business Role Assignment ................................................. 239
7.2.5 E-Mail Status Overview ..................................................... 239
7.2.6 Broadcast Messaging ......................................................... 240
7.2.7 Call List Generation ........................................................... 241
7.3 Knowledge Management ....................................................... 242
7.3.1 Categorization Schemas ..................................................... 243
7.3.2 Document Templates ........................................................ 244
7.3.3 Mail Forms ........................................................................ 244
7.3.4 SDB Detailed Feedback ..................................................... 246
7.3.5 SDB Usage Report ............................................................. 248
7.3.6 SAF Compilation Administration ........................................ 248
7.4 Process Modeling ................................................................ 250
7.4.1 Alerts ................................................................................ 250
7.4.2 Rule Policies ...................................................................... 252
7.4.3 Interactive Script Editor ..................................................... 252
7.4.4 Scripting Evaluation ........................................................... 252
7.5 Reports ................................................................................. 254
7.5.1 Service Ticket Reports ....................................................... 255
7.5.2 Live Interaction Reports .................................................... 257
7.5.3 E-Mail Reports .................................................................. 258
7.5.4 Blended Analytics .............................................................. 259
7.5.5 Intent-Driven Interaction ................................................... 259
7.6 Dashboards ......................................................................... 259
7.7 Summary ............................................................................. 260

8 Interactive Scripting ........................................................... 263


8.1 Interactive Script Editor ........................................................ 264
8.1.1 Accessing the Interactive Script Editor ............................... 265
8.1.2 Working with the Interactive Script Editor ......................... 265
8.1.3 Creating Scripts ................................................................. 270
8.1.4 Creating Objection Scripts ................................................. 273
8.1.5 Transporting Scripts ........................................................... 274
8.2 Launching Interactive Scripts in the Interaction Center ............ 275
8.2.1 Manual Selection of Scripts ............................................... 276
8.2.2 Automatically Launching Scripts ........................................ 277
8.3 Using Interactive Scripts in the Interaction Center ................. 285
8.3.1 Questions and Answers ..................................................... 286
8.3.2 Objection Scripts ............................................................... 287
8.3.3 Updating Master Data and Marketing Attributes ............... 288
8.3.4 Survey Integration ............................................................. 289
8.3.5 Creating and Qualifying Leads ........................................... 290
8.3.6 Chat Integration ................................................................ 292
8.3.7 Transferring Scripts ............................................................ 292
8.4 Summary .............................................................................. 293

9 Rule Modeler and Category Modeler .................................. 295


9.1 Rule Modeler ....................................................................... 296
9.2 E-Mail Response Management System (ERMS) ..................... 299
9.2.1 Send Auto Acknowledgement ........................................... 300
9.2.2 Auto Respond ................................................................... 301
9.2.3 Auto Prepare ..................................................................... 303
9.2.4 Routing Actions ................................................................ 304
9.2.5 Integrating ERMS with Web Forms .................................... 310
9.3 Order Routing (Ticket Dispatching/Escalation) ....................... 312
9.4 Intent-Driven Interaction (IDI) .............................................. 315
9.4.1 Triggering and Terminating Alerts ...................................... 319
9.4.2 Launching Scripts ............................................................. 320
9.4.3 Navigation ........................................................................ 321
9.4.4 Additional Actions ............................................................ 323
9.5 Category Modeler ................................................................. 324
9.5.1 Multi-Level Categorization of Business Transactions .......... 328
9.5.2 Interaction Center Automation Using Categorization
Schemas ............................................................................ 331
9.6 Summary ......................................................................... 334

10 Back-Office Interaction Centers for Industries and
Shared Services
................................................................. 337


10.1 Shared Service Centers ....................................................... 338
10.1.1 IT Help Desk ................................................................... 339
10.1.2 Employee Interaction Center ........................................... 346
10.1.3 Accounting Interaction Center (Consulting Solution) ....... 351
10.2 Industry Solutions ................................................................ 354
10.2.1 Interaction Center for Utilities ......................................... 354
10.2.2 Telco Interaction Center .................................................. 358
10.2.3 Insurance Interaction Center (Consulting Solution) .......... 361
10.2.4 Automotive Interaction Center ........................................ 361
10.3 Summary ............................................................................ 364

11 Partnerships and Certifications ............................................ 367


11.1 Types of SAP Partnerships and Certifications ......................... 368
11.1.1 SAP Software Solution Partners ....................................... 368
11.1.2 SAP Service Partners ....................................................... 371
11.2 Contact Center Infrastructure Partners .................................. 373
11.2.1 Genesys Telecommunications Laboratories ...................... 374
11.2.2 Avaya Inc. ....................................................................... 374
11.2.3 SAP Business Communications Management (BCM)
Software ......................................................................... 375
11.3 Workforce Optimization Partners ......................................... 376
11.3.1 Verint Systems ................................................................ 377
11.4 Systems Integration/Consulting Partners ............................. 378
11.4.1 ecenta ............................................................................. 378
11.4.2 Axon Consulting ............................................................. 379
11.4.3 The Principal Consulting (TPC) ........................................ 379
11.4.4 Sparta Consulting ............................................................ 380
11.4.5 iServiceGlobe ................................................................. 380
11.4.6 MindTree Consulting ....................................................... 380
11.4.7 EoZen ............................................................................. 381
11.4.8 enapsys ........................................................................... 381
11.4.9 SAP Consulting ............................................................... 382
11.4.10 The "Big 5" ..................................................................... 382
11.5 Summary .............................................................................. 383

12 Frequently Asked Questions .............................................. 385


12.1 User Interface and Framework Questions ............................. 385
12.1.1 Browsers That are Supported ......................................... 386
12.1.2 Windows Vista Support ................................................... 386
12.1.3 Interaction Center Requirement for a J2EE Server ............ 386
12.1.4 JRE Requirements ........................................................... 387
12.1.5 ActiveX Browser Plug-Ins ................................................ 387
12.1.6 Extranets, VPNs, and Firewalls ........................................ 387
12.1.7 WinClient or WebClient .................................................. 388
12.1.8 WebDynpro Usage or Future Plans .................................. 388
12.1.9 Spell-Check Integration ................................................... 388
12.2 Migration/Upgrade Questions ............................................... 389
12.2.1 Effort Required to Migrate from WinClient to WebClient . 389
12.2.2 WinClient Availability in CRM 2006s/CRM 2007 ............. 390
12.2.3 PC-UI Availability in CRM 2006s/CRM 2007 ................... 390
12.2.4 Effort Required to Upgrade from CRM 2005 to CRM
2006s/CRM 2007 ........................................................... 390
12.2.5 Automated Tool for Converting PC-UI Screens to BSP ..... 391
12.2.6 Problem/Solution Maintenance in WebClient .................. 392
12.2.7 Call List Maintenance in WebClient ................................. 392
12.3 Performance and Benchmarking Questions ........................... 392
12.3.1 High-Volume IC Customers ............................................. 393
12.3.2 System Performance of IC WebClient Compared to IC
WinClient ....................................................................... 394
12.3.3 Performance Benchmark Tests ...................................... 394
12.4 CTI Questions ................................................................ 394
12.4.1 Certified CTI Hardware (PBX/ACD) and Software ............. 395
12.4.2 How to Configure CTI ..................................................... 395
12.4.3 How to Identify Account via Call Attached Data (CAD) ... 396
12.4.4 How to Configure the CCSUI Tool ................................... 397
12.4.5 SAPphone or ICI ............................................................. 397
12.5 ITIL and IT Service Desk Questions ..................................... 398
12.5.1 ITIL Certification ............................................................. 398
12.5.2 Interaction Center or Solution Manager .......................... 398
12.5.3 Business Process Outsourcing .......................................... 399
12.6 Workforce Management (WFM) Questions .......................... 399
12.6.1 SAP and Workforce Management (WFM) Functionality ... 400
12.6.2 The Size of an Interaction Center That Needs WFM ........ 400
12.6.3 Call/Screen Recording or Quality Monitoring
Functionality ................................................................... 400
12.7 "Which One Should We Choose" Questions ..................... 401
12.7.1 Employee Interaction Center: CRM or HCM .................. 401
12.7.2 CRM Billing or ERP Billing ........................................... 402
12.7.3 Interaction Record, Service Ticket, Service Order,
Complaint, Case ............................................................. 403
12.7.4 Creation or Suppression of the Interaction Record .......... 404
12.7.5 Sales Order, Sales Ticket, ERP Sales Order, R/3 Sales
Order .............................................................................. 405
12.7.6 Alerts, System Messages, Broadcast Messages ............. 407
12.7.7 JavaScript or ABAP for Multi-Level Categorization ............. 408
12.7.8 IC Knowledge Search or SAP NetWeaver Knowledge
Management .......................................................................... 408
12.8 Bonus: Top 20 SAP Notes for the Interaction Center .............. 409
12.9 Summary ............................................................................... 410

13 Conclusion ............................................................................. 413


13.1 Real Customers, Real (Short) Stories ...................................... 413
13.1.1 ICICI Prudential AMC, Presented by MindTree ................ 414
13.1.2 Sloan Valve Company, presented by Sloan Valve
Company ................................................................................ 416
13.1.3 "CAD-CAM Systems," Presented by ecenta ..................... 417
13.1.4 Data Domain Presented by ecenta .................................. 419
13.1.5 Eclipse Aviation, Presented by Eclipse Aviation ............... 420
13.2 A Case Study: Portugal Telecom .......................................... 421
13.2.1 Service Ticket Processing ................................................. 422
13.3 SAP Future Roadmap and Strategy .................................... 428
13.3.1 Upgrade Strategy ............................................................ 429
13.3.2 CRM 2007 Interaction Center New Features ................... 431
13.3.3 SAP Roadmap for the Interaction Center ......................... 433
13.3.4 SAP Long-Term Future Strategy of the
Interaction Center ..................................................................... 435
13.4 Thank You! ......................................................................... 436

Appendices.................................................................................. 437


A SAP Partners ............................................................................ 439
A.1 Avaya ................................................................................... 439
A.1.1 Company Overview ........................................................... 439
A.1.2 Value Proposition .............................................................. 440
A.1.3 Core Areas of Expertise ...................................................... 440
A.2 Axon Consulting ..................................................................... 442
A.2.1 Company Overview ........................................................... 442
A.2.2 Value Proposition .............................................................. 442
A.3 ecenta ................................................................................... 443
A.3.1 Company Overview ........................................................... 443
A.3.2 Value Proposition .............................................................. 443
A.3.3 Core Areas of Expertise ...................................................... 444
A.3.4 Core Industries .................................................................. 445
A.4 enapsys .................................................................................. 445
A.4.1 Company Overview ........................................................... 445
A.4.2 Value Proposition .............................................................. 446
A.4.3 Core Industries .................................................................. 446
A.5 EoZen ................................................................................... 447
A.5.1 Company Overview ........................................................... 447
A.5.2 Value Proposition .............................................................. 447
A.5.3 Core Areas of Expertise ...................................................... 448
A.6 Genesys ................................................................................. 448
A.6.1 Company Overview ........................................................... 448
A.6.2 Core Areas of Expertise ...................................................... 448
A.7 MindTree ............................................................................... 449
A.7.1 Company Overview ........................................................... 449
A.7.2 Value Proposition .............................................................. 449
A.7.3 Core Areas of Expertise ...................................................... 449
A.7.4 Core Industries .................................................................. 451
B The Author ............................................................................... 453

Index.......................................................................................... 455

 


 Download attached file.

You must be Logged in to download this file

Related Articles

0.0126 seconds.