Exception-Based Customer Service From Order to Invoice With SAP Event Management at Colgate-Palmolive

Exception based customer service

from Order to Invoice with SAP Event

Management at Colgate-Palmolive

Oscar Rosales & Joseph Jeffs

SESSION CODE: CP2207

Learn how SAP Event Management provides information, at a glance, across

multiple documents associated with a sales order.

Understand how SAP Event Management identifies and highlights

exceptions.

Understand the approach to integrate Freight Orders in SAP Transportation

Management and the Sales Order Process.

Integration of SAP Share Service Framework with SAP Event Management

to address issues.

LEARNING POINTS

About Colgate Palmolive

$17.28 + Billion in

Sales

Products Sold in

200 Countries &

Territories

37,700

Colgate People

Hills 13%

North America 18%

Latin America 28%

Europe/South Pacific 21%

Greater Asia/Africa

20%

ORAL CARE PERSONAL CARE

HOME CARE PET NUTRITION

Agenda

Overview

Application Review

Technical Considerations

Key Learning

Agenda

Overview

Application Review


Key Learning

Exception Based Work Process

Provide exception management capabilities to support the business process.

Alert customer service to orders that are at risk of not being processed in time to meet service requirements.

Dashboard for summary of the current situation.

Effective Communication

Provide an End to End tool that utilizes SAP Shared Service Framework for communication between Customer Service and support groups.

What is SAP Event Management?

A tracking system that can be used to monitor the status within a process:

Sales Order to Invoice

Supplier Replenishment

International sea transportation

Terminology

Events

Expected Events

Unexpected Events

Milestone

Status

Tracking Scenario

Agenda

Overview

Application Review


Key Learning

Home Page Custom: Search and refresh buttons

added to top of page so always available.

Custom: Second Column to better

utilize screen space

Custom: Search helps to make

it easier to find information

Search Results

Icons to see status at a glance

Hyperlink to standard GUI

in ECC System to address

issues.

Number of Rows

Data for demonstration purpose

Detail View

Hyperlink to standard GUI in ECC

System to address issues.

Custom: Blank Line in results to

separate data from different

documents


Event List

Planned date/time to when

events should happen

Actual date/time of when events

took place

Documents that go with the event

included in record Integration with Transportation

Management (TM) logistics events


Service Request Predefined categories

Priority and planned

date/time to have

issue solved

Person/Group

responsible to solve

issue

Person informed

about issue

Attachments and

additional relevant

information Data for demonstration purpose

Hyperlink to SSF

Service Request

Attachment available

Hyperlink to SSF


Actions performed

directly from email

Priority and due date to

information for processor(s)

Information from selected

order(s), automatically

populated from EM


Dashboard


Agenda

Overview

Application Review


Key Learning

Data Flow

EM/TM BI

SSF

Sales Orders & related document

data

Sales Order System

Parameters

Service Tickets and Follow-up

eMail Ticket

ECC System ECC System

ECC Systems

TM Integration with Order to Invoice

Freight Order Event Handler

Sales order for each

stop saved as parameter

Freight Order Events

Idoc for TM Event

Rules forward event to

Sales Order

Freight Order Creation

Sales Order Event Handler

Duplicate of the Freight Order Events combined

with ECC triggered events.

Web UI Shows Consolidated

Events

Extracting Data for EM

Event

Management

ECC1 Sales Order

ECC2 Sales Order

Control Table

Control Table

Control Table determines:

1.- Which Order Types are Relevant?

2.- Which Events are Expected?

3.- Milestones for the Events

System Parameters in BI for Dashboard

Event Handler BI Dashboard

System Parameters

Status

Control Parameters

Info Parameters

Rule

System Parameters SLT

Pre-Processing Function

Event to Create Shared Service Request

Input Fields Validated

Remote Function Call to Create

Request

Update event message to add

Request Number as Tracking ID

and as Parameter

Event Posting

Rules Run to update parameters,

Tracking Id, and EH Status

Dashboard to Event Management

Dashboard Event Management

Hyperlink to EM contains

Visibility Scenario and

Search Parameters Search auto collapse (custom) to take directly to

results Feature in EM SP07 or Note 2005297

Global and Regional Objects

Event Management ECC

Extraction Routines

ECC Extraction Routines

Event Handler and Rules

Event Parameters and Fields

BI Extractors

Visibility Scenarios (Search and

Display)

Regional Objects

Global Objects

Agenda

Overview

Application Review


Key Learnings

Technical

One Global Event Handler and thru ECC extractors determine which event(s) are relevant for the scenario

Business

Process standardization (when possible) to support a Global solution

BEST PRACTICES

SAP Event Management allows customer service personnel to identify and

address issues.

Colgate-Palmolive’s implementation provides an End to End visibility of the

Order to Invoice processes

SAP Shared Service Framework enables delegation and monitoring of

activities to ensure service to customers.

KEY LEARNINGS

STAY INFORMED

Follow the ASUGNews team:

Tom Wailgum: @twailgum

Chris Kanaracus: @chriskanaracus

Craig Powers: @Powers_ASUG

THANK YOU FOR PARTICIPATING

Please provide feedback on this session by completing a short survey via the event mobile application.

SESSION CODE: CP2207

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