mySAP CRM the backbone of service delivery

HERUG, 10th April 2001

Kate Rabey, SAP UK Limited

SAP UK Limited 2001, CRM - helping deliver services to the public

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• CRM is all things to all people

• Customer can mean citizen, partner, student, LEA, administrator, lecturer, client etc……

• CRM is an approach to business rather than software or a technology

• The aim of CRM is to:

• Identify who our customers/business partners are

• Attract them to our business

• Manage interactions with them through out their relationship lifecycle with us

• Learn

SAP UK Limited 2001, CRM - helping deliver services to the public

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zTaken to its fullest extent it is holistic and affects:

z Presentation and promotion of the organisation

z Delivery of all Services

z Back office supporting systems

z Working with other organisations

CRM is the mental, organisational and technological foundation to align all business processes around the needs of the individual customer

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Campus Management

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Back Office

Front Office

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“One office”Business processes do not start

and stop in the front or back office they run across the organisation

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&ROO&ROODDERERUUDDWWHH - allow employees, customers, suppliers and partners to work seamlessly across boundaries as if they were one entity

(P(PSRZSRZHUHU - users to work at their best by providing them with a personalisedaccess to the information, applications and services they need

,Q,QWWHJHJUUDDWWHH - all people, data and business processes within and between organisations

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(Q(QWWHHUUSULVHSULVH 33RURUWWDODO – allow employees, customers, suppliers and partners to access services anytime, anywhere

:R:RUUNIONIORRZZ – to manage the delivery of the service requests automatically around the organisation

,Q,QWWHUHUDDFWLFWLRRQQ – collate all interactions for a single “customer” to better meet their needs

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zmySAP CRM is the focal point

zmySAP CRM provides all the necessary functions for a professional Relationship Management

zmySAP CRM provides Call Centre/Interaction Centre, Internet Service Request

zmySAP CRM allows to plan and optimise all activities in the context of relationships

zmySAP CRM provides functions for Marketing and Internet Sales

zmySAP CRM triggers the internal processing of requests and complaints and integrates ERP-Backbone and Legacy-Systems

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zStudents� Prospective� Current

zAlumni

zCommunity

zBusiness Customers

zLocal Education Authorities

zLocal/National Organisations

zAdmissions� Campus Management

zCourses� E-Learning, Online Information

zConferences and Events� Promotion and Management

zResearch Funding

zRecruitment

zSponsorship

zServices and Sales

SAP UK Limited 2001, CRM - helping deliver services to the public

Mobile

Telephone

Internet

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z Telephony Functions

z Full Contact History

z Interactive Scripting

z Call List Distribution

z Activity Management

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z Call Routing

z Fast order entry

z X-sell and up-sell

z Full integration to mySAP Logistics

z Full Contact History

z Call Analysis

SAP UK Limited 2001, CRM - helping deliver services to the public

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z Create Account

z Personalised offers

z Global ATP

z X-sell and Up-sell

zOrder status and Tracking

z Order History

z Chat Integration with Call Centre

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z Multi-channel capabilities

zCall Routing

z Complete Interaction History

z Solutions Database

z Full integration to mySAP Logistics

z Workflow Integration

z Call Analysis

SAP UK Limited 2001, CRM - helping deliver services to the public

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z Non-telephony interaction centre

z Complete Interaction History

z Solutions Database

z Full integration to mySAP Logistics

z Workflow Integration