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7/17/2019 My Sap Crm 20 c Sizing Questionnaire http://slidepdf.com/reader/full/my-sap-crm-20-c-sizing-questionnaire 1/21  mySAP CRM 2.0 C Sizing Questionnaire Page 1 Compaq Global SAP Solutions mySAP Customer Relationship Management 2.0 C mySAP CRM! Sizing Questionnaire "he purpose o# this $o%ument is to gather #rom you& the user& all the in#ormation Compaq 'ill nee$ to propose an mySAP CRM (ersion 2.0 C solution running on )in$o's *"& )in$o's 2000 or "ru+, -*/ operating systems on the appropriate Compaq har$'are plat#orm. "his sizing questionnaire is $esigne$ to %olle%t enough in#ormation to allo' Compaq to %on#igure an$ %hara%terize an appropriate mySAP Customer Relationship Management mySAP CRM! ar%hite%ture lan$s%ape. A$$itionally& this questionnaire is $esigne$ to help Compaq $etermine any #urther te%hni%al requirements& su%h as high a(ailability an$ ba%uprestore. Please note: mySAP CRM sizing is (ery %omple an$ %hanges to the o(erall system lan$s%ape su%h as a$$ing more users& eternal $ata sour%es an$ %onne%tions to the nternet %an %hange systems requirements immensely. t is there#ore impossible to mae the sizing 1003 a%%urate as the (ariety o# system usage is so (ast. mplementing a mySAP CRM system %an also in#luen%e the system loa$ o# %onne%te$ sour%e systems su%h as SAP R4 systems. "his questionnaire is base$ on mySAP CRM (ersion 2.0C. 5urther in#ormation about Compaq te%hnologies #or SAP may be obtaine$ #rom the #ollo'ing )orl$ )i$e )eb pages6 http6'''.%ompaq.%ompro$u%tsser(erspartnerssap  As 'ell as #rom our partner page in the SAP Ser(i%e Maretpla%e6 http6ser(i%e.sap.%om%ompaq7%%

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  mySAP CRM 2.0 C Sizing Questionnaire Page 1

Compaq Global SAP Solutions

mySAP Customer RelationshipManagement 2.0 C mySAP CRM!

Sizing Questionnaire

"he purpose o# this $o%ument is to gather #rom you& the user& all the in#ormationCompaq 'ill nee$ to propose an mySAP CRM (ersion 2.0 C solution running on)in$o's *"& )in$o's 2000 or "ru+, -*/ operating systems on the appropriateCompaq har$'are plat#orm.

"his sizing questionnaire is $esigne$ to %olle%t enough in#ormation to allo' Compaqto %on#igure an$ %hara%terize an appropriate mySAP Customer RelationshipManagement mySAP CRM! ar%hite%ture lan$s%ape. A$$itionally& this questionnaireis $esigne$ to help Compaq $etermine any #urther te%hni%al requirements& su%h ashigh a(ailability an$ ba%uprestore.

Please note: mySAP CRM sizing is (ery %omple an$ %hanges to the o(erall systemlan$s%ape su%h as a$$ing more users& eternal $ata sour%es an$ %onne%tions to thenternet %an %hange systems requirements immensely. t is there#ore impossible tomae the sizing 1003 a%%urate as the (ariety o# system usage is so (ast.mplementing a mySAP CRM system %an also in#luen%e the system loa$ o# %onne%te$ sour%e systems su%h as SAP R4 systems. "his questionnaire is base$on mySAP CRM (ersion 2.0C.

5urther in#ormation about Compaq te%hnologies #or SAP may be obtaine$ #rom the#ollo'ing )orl$ )i$e )eb pages6

http6'''.%ompaq.%ompro$u%tsser(erspartnerssap

 As 'ell as #rom our partner page in the SAP Ser(i%e Maretpla%e6

http6ser(i%e.sap.%om%ompaq7%%

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Introduction"his questionnaire has been $esigne$ to gather su##i%ient in#ormation #or Compaq to size a %omputer system to run mySAP CRM. "he questionnaire is $i(i$e$ into 8 se%tions6

1. Customer Information "his in%lu$es %ustomer %onta%t in#ormation& in %ase the sizingengineer nee$s #urther input to pro%ess the sizing. 9ere 'e alsoas about the number& (ersion an$ so#t'are o# :;"P sour%esystems as 'ell as %ertain operational issues important to theo(erall system $esign.

2. mySAP CRM LandscapeArchitecture & Scenarios

"his se%tion %o(ers all in#ormation aroun$ the CRM s%enarios as'ell as an o(er(ie' o# the system lan$s%ape.

. Acti!ity and "or#load "here are a #e' basi% %omponents to size a mySAP CRMs%enario. "his se%tion 'ill gather the in#ormation ne%essary toper#orm this pro%ess.

$. %echnical Reuirements 9ere 'e gather in#ormation regar$ing %ertain te%hni%alrequirements& su%h as %lustering or ba%up te%hnology& that mayin#luen%e the sizing o# the system.

"he user questionnaire %ontaine$ 'ithin this $o%ument is #ully %onsistent 'ith those use$ by SAP AGin their on7line sizing tool& <Qui%sizer=

https6ser(i%e.sap.%omqui%sizing

"his enables Compaq to use $ata alrea$y entere$ by a %ustomer in the Qui%sizer. # this $ata hasalrea$y been entere$ in Qui%sizer& please $o not #ill in these se%tions but $o pro(i$e us 'ith the#ollo'ing in#ormation6

Pro'ect (ame

Customer (um)er 

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1. Customer Information

Contact Information

Customer (ame:

Industry:

Customer Address:

Customer Contact:

PRIMAR* S+C,(-AR* if applica)le/

Contact %itle:

%elephone:

0a (um)er:

+mail Address:

(ameCompany of Pro'ectMana3er 

(ameCompany of CRM

System Consultant(ameCompany of rd partyMo)ile Reportin3 %oolPro!ider 

(ameCompany of rd partyC%I %ool Pro!ider 

Additional importantcontacts

Corporate Ser!erStandards:

Ser!er 4ard5areStandard:

Ser!er ,peratin3System:

-ata)ase R-6MSStandard:

Corporate ClientStandards:

Client 4ard5areStandard:

Client ,peratin3System:

Client 6ro5serStandard:

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2. mySAP CRM Landscape Architecture & Scenarios

6asic mySAP CRM -ata

"here are %onsi$erable $i##eren%es bet'een the system %on#iguration nee$e$ to support the (arious

(ersions o# mySAP CRM. Please in$i%ate the (ersion number as a%%urately as possible.

mySAP CRM and -ata)ase Information

mySAP CRM 7ersion e.3. mySAP CRM 2.8C/:

Planned 4ot Pac#a3e Le!el

Select the R-6MS and !ersion to )e used e.3. S9LSer!er .8; ,racle </:

Select ,peratin3 System e.3. Microsoft "indo5s (%;Compa %ru=$ >ni/

-o you already ha!e CRM +periences:

-o you already ha!e a mySAP CRM Pilot Installation:

Planned mySAP CRM Pilot Installation -ate:

Planned mySAP CRM Production Installation -ate:

Identify the 3oal or mission of the pro'ect:

Source System Information

4o5 many and 5hat #ind of source system 5illechan3e data 5ith your mySAP CRM system e.3.SAP R; SAP 6" etc./:

"ill eternal data sources feed data into your mySAPCRM system e.3. eternal -6s; Internet InformationPro!ider etc./:

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System Landscape

SAP re%ommen$s the use o# se(eral separate mySAP CRM systems in a pro$u%ti(e en(ironment&these systems being re#erre$ to as a <;an$s%ape=. "he number o# su%h systems $epen$s upon the

size an$ %ompleity o# the implementation& ho'e(er SAP re%ommen$s a minimum o# the three#ollo'ing separate SAP instan%es& an$ it is not un%ommon to see more6

• Pilot and Development System 7 use$ in the pilote(aluation phase or #or ongoing $e(elopment o# 

ne' mySAP CRM %omponents mobile %omponents& PC& sear%h engines!.

• Test and QA System 7 enables %omplete testing o# upgra$es an$ ne' so#t'are mo$ules prior to

implementation in the pro$u%tion system. "his system may also be use$ to test mo$i#i%ations tosystem %omponents& su%h as the operating system& $e(i%e $ri(ers& ne' har$'are %omponents.

• Production System  > System %ontaining li(e $ate to 'hi%h users ha(e a%%ess #or $e%ision

support.

"he #un%tions o# the Development   an$ Test   system may be %ombine$? ho'e(er& 'e stronglyre%ommen$ against this. *ote that the %on#iguration o# the Test and QA System nee$ not be the

same as the pro$u%tion system& but shoul$ be able to support the same size $atabase.

mySAP CRM System Landscape Preference ? Select ,(+ only

%5o System Landscape

Combine$ @e(elopment"est& an$ Pro$u%tion

%hree System Landscape

@e(elopment& "est& an$ Pro$u%tion

,ther Systems in Landscape

e.g. "e%hni%al San$bo& "raining et%.!

mySAP CRM Scenarios"here are $i##erent s%enarios that %an be $eploye$ in a %omplete mySAP CRM solution ho'e(er notall %omponents are require$ to be installe$ or use$. "he %hoi%e o# %omponents $epen$s mainly on

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your a%tual business requirements. An o(er(ie' o# the $i##erent s%enarios is sho'n belo' in "able 1.1an$ you %an also see 'hat %omponents are man$atory #or ea%h spe%i#i% s%enario.

%a)le 1.1

"his table sho's the require$ so#t'are %omponents that are ne%essary to implement a spe%i#i%s%enario. 5or eample& # you 'ant to run the Mobile Client s%enario& it is ne%essary to ha(e an R4System& an nterprise Buyer CRM Ser(er& a %ommuni%ation station& a mobile %lient an$ a$e(elopment station. "here are also other so#t'are %omponents that %oul$ be a$$e$ su%h as AP:&B)& "elephony& ho'e(er they are not man$atory #or the Mobile Client S%enario.

 A brie# $es%ription o# the $i##erent s%enarios 'ill help you to sele%t those s%enarios that #it your business requirements6

Mo)ile Client Scenario

 A Mobile Client epan$s the relationship %y%le to the sales #or%e or ser(i%e te%hni%ians. Mobile users'oring o##line& ha(e #ull a%%ess to all in#ormation nee$e$ to approa%h %ustomers or to ser(i%ema%hines et%. Ser(i%e engineers or sales representati(es %an tra% an$ plan all %ustomer intera%tionto ensure an e##i%ient sales or ser(i%e %y%le. Quotations an$ or$ers %an be %reate$ imme$iately on amobile $e(i%e. "his guarantees %orre%t an$ %on#irmable or$ers& in%lu$ing %on#iguration& pri%ing an$$eli(ery in#ormation.

Mobile %lients typi%ally a%%ess the mySAP CRM system through the Communi%ation Station (ia )A*%onne%tions su%h as telephone lines or the nternet.

Internet Sales Scenario

"his s%enario enables ele%troni% business a%ti(ities to tae pla%e bet'een %ompanies an$ %onsumers.SAP nternet Sales enables manu#a%turers& retailers an$ 'holesalers to sell an$ o##er their pro$u%ts$ire%tly using the nternet.

 All e7business a%ti(ities #rom or$ering& a(ailability %he%s as 'ell as quoting an$ pri%ing aretrans#erre$ to the mySAP CRM system. Stan$ar$ en%o$ing te%hnology ensures se%urity.

+nterprise 6uyer Professional +dition

nterprise Buyer Pro#essional $ition BP! allo's you to map the %omplete pro%urement pro%ess #or both $ire%t an$ in$ire%t materials an$ ser(i%es through the internet.

"he pro%ess begins 'ith the %reation o# the requirement %o(erage request an$ en$s 'ith the entry o# the in(oi%e. BP shortens the pro%urement pro%ess %y%le time an$ there#ore re$u%es the o(erall %osts

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to your %ompany. t is a%hie(e$ by mo(ing routine pur%hasing tass to employees in the user $epartments 'hi%h re$u%es the pur%hasing $epartmentDs 'orloa$ an$ allo's buyers to #o%us onstrategi% tass& su%h as negotiating agreements an$ analyzing (en$ors.

Customer Interaction Center Scenario

 As a %ore #oun$ation #or %ustomer relationship management& SAPDs Customer ntera%tion Center solution allo's $ire%t %ustomer an$ %onsumer intera%tion.

CC %an pro%ess inboun$ an$ outboun$ telephone %alls 'ith %ustomers an$ other business partnersby using Computer "elephony ntegration C"! te%hnology as mi$$le'are. 7mail an$ a%ti(itymanagement is also possible #or s%enarios su%h as "elesales > mareting an$ Ser(i%e ntera%tionCenters. "his %omponent also o##ers a %omprehensi(e intera%tion history log to pro(i$e one (ie' o# a%ustomer 'hi%h enables %all %enter agents to (ie' planne$ an$ histori%al a%ti(ities along 'ith salesan$ ser(i%e or$ers.

CC also requires a thir$ party telephony So#t'are. # you ha(e alrea$y $e%i$e$ on this so#t'are&please spe%i#y the name an$ (ersion in the Bo Belo'6

(ame and 7ersion of %elephony Soft5are

Scenario & Soft5are component Selection

"o help Compaq to %ome up 'ith a %omplete mySAP CRM ar%hite%ture solution& it is ne%essary tospe%i#y 'hat s%enarios an$ so#t'are %omponents that you inten$ to implement. Please in$i%ate your %hoi%e in table 1.2 belo'. Re#er to table 1.1 abo(e to (ie' the man$atory so#t'are pa%ages that arerequire$ to enable the #ull #un%tionality #or the s%enarios liste$ belo'. "he optional so#t'are%omponents are also liste$ #or ea%h s%enario an$ please enter an / in the appropriate 'hite bo6

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Scenario *es

@/ *es

@/ *es

@/ *es

@/ *es

@/

Mo)ile Client 

6" AP,

Internet Sales 

6" AP,

+nterprise 6uyer Professional

 

R IMS IPC 6"

Customer Interaction Center 

 

I%S IMS

%a)le 1.2

"his S%enario requires R4& nterprise BuyerCRM Ser(er& Communi%ation Station& MobileClients an$ the @e(elopment Station.

  Requires R4& nterprise BuyerCRM Ser(er& nternet "ransa%tion ser(er "S!& nternetPri%ing Con#igurator PC! an$ the n$e management Ser(er MS!.

Requires nterprise BuyerCRM Ser(er& nternet "ransa%tion ser(er "S!& nternet Pri%ingCon#igurator PC!

Requires R4& nterprise BuyerCRM Ser(er an$ the nternet Pri%ing Con#igurator PC!.

. Acti!ity and "or#load for mySAP CRM Scenario

"here are t'o metho$s o# %al%ulating the o(erall loa$ o# the mySAP CRM system. "he #irst metho$ isbase$ on the amount o# users that 'ill 'or 'ithin ea%h CRM %omponent 'hile the se%on$ metho$ istransa%tional base$. "his approa%h %al%ulates the a%tual amount o# obFe%ts that are pro%esse$ 'ithina %ertain time #rame in the system. Compaq re%ommen$ that you apply the transa%tional approa%h asa user approa%h %an be ina%%urate.

)hen entering the 'orloa$ requirements& it is important to %onsi$er 'hether the system shoul$ besize$ #or the pea loa$ or #or the a(erage loa$ $uring a normal 'or $ay. Sizing #or the pea loa$enables maimum o(erall per#orman%e as the system is %on#igure$ to han$le hea(y loa$s $uring a

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spe%i#i% time #rame. "his #or eample %oul$ be at the en$ o# $aily business 'hen the Mobile Sales#or%e are uploa$ing an$ $o'nloa$ing their sales $ata to the CRM ser(er. Basing the sizing on thea(erage $aily 'or loa$ is more %ost e##e%ti(e& but the system may su##er #rom poor response times atpea perio$s. Compaq there#ore re%ommen$ that the sizing is base$ on the Pea loa$.

>sers 6ased siin3 Approach:

"he number o# users #or ea%h CRM %omponent %an be #ille$ out belo'. Please note that i# some o# your users 'or 'ith se(eral $i##erent %omponents& they shoul$ be attribute$ them to the %omponentthey 'or 'ith most o# the time.

Component L," M+-I>M 4IB4

Internet Sales  

Mo)ile Sales  

Mo)ile Ser!ice  

+nterprise 6uyer Professional  

Customer ,rders  

Ser!ice %ransactions  

,pportunity Mana3ement  

Acti!ity Mana3ement  

 A CC user epe%ts an optimal system response time& 'hi%h must be %onsi$ere$ #or sizing. "here#orethere is an a$$itional question #or CC users. "his %onstitutes an e%eption to the rule o# %ounting auser only on%e. Hou shoul$ enter users 'ho 'or in the abo(e %omponents an$ %reate businessobFe%ts in the CC %omponent belo'.

Customer Interaction Center   

%ransactional 6ased Siin3 Approach:

 A transa%tional base$ sizing approa%h allo's Compaq to measure both the CP- an$ $isrequirements o# the mySAP CRM %omponents. CP- requirements %an be %al%ulate$ by analyzing thenumber o# obFe%ts that are pro%esse$ 'ithin the system 'ithin a spe%i#i% time #rame 'hile $isrequirements are base$ on the total number o# obFe%ts %reate$ per year an$ the time that theseobFe%ts resi$e in the system.

Please try an$ #ill out as a%%urate as possible the #ollo'ing transa%tional $ata6

9uantity Structure:

I"he in#ormation you pro(i$e in this se%tion is use$ to $etermine $is size an$ CP- %onsumption o# the CRM Ser(er. *ote that

$epen$ing obFe%ts %reate$ in a ba%en$ system must be %onsi$ere$ separately

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4i3h Load Phase

ComponentJ :bFe%t

(o. ,f ,)'ectscreated per 

 *ear 

Su),)'ectof the ,)'ect

A!era3e (o. of Su),)'ects

RetentionPeriod

DmonthsE

(o. of ,)'ectscreated Per -ay

+ecutionPeriod

Dhh:88 ?hh:88E

,)'ectChan3es

F/

,)'ect-isplay

F/

Internet Sales

:r$ers ;ine tems

Mo)ile Sales:r$ers

;ine tems

+nterprise 6uyer :r$ers

;ine tems

CIC:r$ers

;ine tems

Customer Interaction Centre

Calls

,pportunityMana3ement:pportunities

Acti!ityMana3ement

 A%ti(ities

CRM Ser!er 

I"he in#ormation o# this se%tion is use$ #or $is sizing o# the CRM Mi$$le'are an$ the Consoli$ate$ @atabase C@B!.

%otal num)er of customers and Prospects  

%otal num)er of offered products  

(um)er of layers of your or3aniation  

%otal num)er of your installed technical o)'ects  

Retention period for the a)o!e o)'ects in months  

Additional "or#load information6

"he o(erall system 'orloa$ %onsists o# the %ompleity o# the s%enario 'ell as the number o# users

a%%essing the systems. "he %omplete 'orloa$ o# the systems %an also be measure$ in Order LineItems/hour (OLI/h). n the #ollo'ing se%tion $ata 'ill be gathere$ #or your appropriate system%on#iguration.

n the upper part o# the #ollo'ing table you nee$ to spe%i#y the amount o# $ata #rom sour%e systems'hi%h 'ill #ee$ $ata into the mySAP CRM ser(er. "his $ata 'ill be loa$e$ only on%e $uring an initial$o'nloa$. "o gather these $ata please analyze your sour%e systems e.g. the spe%i#ie$ tables in your SAP R4 system. Please try to %al%ulate the initial $ata as a%%urate as possible be%ause this 'illin#luen%e the o(erall system %on#iguration an$ sizing.

n the se%on$ part o# the table 'e gather in#ormation about the $aily operations o# the mySAP CRMsystem. Please in$i%ate 'hat in$ o# system 'orloa$ you epe%t #or all relate$ systems #or themySAP CRM s%enario spe%i#ie$ on the pages be#ore.

Please note6 Hou only nee$ to #ill out the 'hite #iel$s #or the appropriate s%enario.

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Indications for Initial -o5nload

Sie on,L%P

SystemDB6E

%ransferredinto CRM

System DFE

Mo)ileClient

Scenario

CICScenario

InternetSales

Scenario

Customer Master -ataG(A H ta)les/

Product Master -ataMAR H ta)les/

,rder -ata 76 H ta)les/

+ternal -ata Sources

Indications for -aily ,perations

(o. of ,rders4our 

(o. of Line Items,rder 

(o. of Connections4our 

(o. of Products

(o. of Mo)ile Clients "or# 4ours-ay

(o. of Inhouse Clients

"or# 4ours-ay

(o. CIC A3ents "or#4ours-ay

(o. of customerinteractions acti!ities/

+pected system 3ro5th in the net 12= months

Please in$i%ate the epe%te$ system gro'th #or the implemente$ mySAP CRM s%enario6

"ithin the net 1 year "ithin the net 2 years

>nchan3ed+pected

Bro5 D FJ>nchan3ed

+pectedBro5 D FJ

(o. of ,rders-ay

(o. of Line Items,rder 

(o. of Connections4our 

(o. of >sers

(o. of Acti!ities 7isits;+mails; Call Center Calls/

-ay

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@o you also plan to implement one o# the other mySAP CRM s%enario in the near #uture. # yes&please try to in$i%ate the system as goo$ as possible.

"hich Scenario

Planned time frame:

(o. of >sers:

mySAP CRM %est >sers and -e!elopers

Please spe%i#y the num)er  o# @e(elopment an$ "est -sers as 'ell as $ata size on their respe%ti(esystems.

%est >sers on the System used for %estin3:

-e!elopment >sers on the System used for -e!elopment :

Percenta3e of -6 from production system used for a testsystem

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$. %echnical Reuirements

-is# Su)system

4ost 6ased RAI-i.e. @is Controller house$ 'ithinser(er!

+ternal RAI-i.e. $is %ontroller house$ in separate$is subsystem!

-is# Sie Preference*ote6 #or per#orman%e Compaq 'ill%on#igure minimum o# 8 $ri(es in the$atabases!

KB6 1<B6 =B6

Should online spare dis#dri!es )e confi3ured$e#ault K Hes!

A!aila)ility Reuirements

Reuired Le!el of A!aila)ilityin percenta3e uptime/

Maimum unplanned do5ntimeplease specify o!er 5hat period/

Should Compa>ninterrupta)le Po5erSupplies )e confi3ured

6ac#up and Restore Reuirements

,nLine,ffline

Attended>nattended

%ime A!aila)le for 6ac#up

Ma. Restore %ime

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  mySAP CRM 2.0 C Sizing Questionnaire Page 1,

,ther Reuirements

Please in$i%ate any other #a%tors that 'e shoul$ tae into a%%ount #or the sizing.

e.3. (et5or# speed; Location of Systems; distance and line speed )et5een them; alreadyeistin3 traffic on these lines/

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  mySAP CRM 2.0 C Sizing Questionnaire Page 18

,ther SAP Products

)ith e(ery release o# mySAP CRM& ne' #un%tionality is a$$e$. n a$$ition& SAP has a$$7on pro$u%tsthat are spe%i#i% to (arious in$ustry segments an$ %ross appli%ation #un%tions. 5or the systemsengineer to a%%urately assess your har$'are requirements& please in$i%ate in the #orms belo' 'hi%h

o# the items liste$ applies. "here are separate Questionnaires that 'e may require you to #ill out #or su%h %omponents. "his %an be requeste$ #rom the Global Solutions "eam.

SAP (e5 -imensions and Products Please put an @ in the appropriate 6o/

6" 66P AP,

I%S S+MmySAP.com"or#place

,ther please specify/

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  mySAP CRM 2.0 C Sizing Questionnaire Page 1+

Blossary:"he #ollo'ing se%tion %ontains an o(er(ie' o# %ommonly use$ abbre(iations an$ epressions in themySAP.%om CRM solution

Acti!ity Mana3ement:

)ithin A%ti(ity Management& your employees %an6

• Create business a%ti(ities to $o%ument any intera%tion they ha(e 'ith %ustomers

• Create tass to manage their o'n 'orloa$

• Manage their 'or in the Appli%ation )orpla%e

• Lie' appointments an$ a%ti(ities in the %alen$ar

•  A%%ess the Business )orpla%e #or using 'or#lo' items

"he t'o main elements in A%ti(ity Management are the appli%ation 'orpla%e an$ the %alen$ar. a%hpro(i$es a $i##erent (ie' o# your 'orloa$ an$ you %an s'it%h bet'een them. "he %alen$ar $isplaysall your appointments in a $aily& 'eely& or monthly o(er(ie'. "he inbo& on the other han$& pro(i$esyou 'ith a personal 'orpla%e or #ile manager& 'here all your a%ti(ities& 'hether they ha(e beengi(en #ie$ appointments or not& are %learly sorte$ into $i##erent #ol$ers.  A%ti(ities o#ten are some in$ o# #ollo'7on a%tions& #or eample a #ollo'7up %all a#ter an initial sales%on(ersation 'ith a %ustomer. Changes to an a%ti(ity are regular.

Call Centre:

 Any hub& 'hether it be physi%al or (irtual& that %on$u%ts all telebusiness o# the organization. "ele7Business %an be %omprise$ o# any or all o# the #ollo'ing6 "ele7Sales nboun$ an$ :utboun$!& "ele7Mareting nboun$ an$ :utboun$!& or "ele7Ser(i%e nboun$!. Call %enter representati(es utilize ai$ssu%h as telephony tools Computer "elephony nter#a%e 7 C"!& s%ripts& pre$i%ti(e $ialing me%hanisms&et%. "he %all %enter %an a%t as a re(enue generator& a %enter #or lea$ generation& a #ul#illment house&a repair %enter& a ser(i%e $ispat%h hub& or ee%utor o# any other business pra%ti%e that %an be#a%ilitate$ (ia telephone. Call Centers are e(ol(ing into Conta%t Centers or Customer ntera%tionCenters. 9elp $ess an$ te%hni%al support organizations are usually separate an$ $istin%torganizations #rom the tra$itional %all %enter& #o%use$ on internal users rather than %ustomers.

Call Center A3ent:

 A person 'ho 'ors in a Call Center $oing either "elesales& "eleser(i%e or "elemareting or a%ombination o# these business s%enarios.

Computer %elephony Interface:

 A (isual inter#a%e $esigne$ spe%i#i%ally to ai$ the %all %enter representati(e in su%%ess#ully per#orminghisher $uties. "he inter#a%e usually %onsists o# tools su%h as a $ialing inter#a%e& a s%ript pertaining tothe business at han$& automati% pop7up o# the spe%i#i% a%%ount in#ormation generate$ by thetelephone number %alle$ or the telephone number pla%ing the %all& pre$i%ti(e $ialing ai$s base$ onsome quali#i%ation %riteria& et%

CRM Middle5are:

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  mySAP CRM 2.0 C Sizing Questionnaire Page 1

Communi%ation so#t'are that resi$es on a ser(er an$ repli%ates& syn%hronizes& an$ $istributes $atabet'een hea$quarters net'ore$ o##i%es! an$ #iel$ users $is%onne%te$ users!. 5iel$ users $ial in tothe %entral $atabase or hub on a $aily basis to $o'nloa$ %hanges. "hey then 'or o##7line throughoutthe %ourse o# the $ay. At the en$ o# the $ay& the %hanges the #iel$ user has ma$e are then uploa$e$ tothe %entral $atabase. "he %ommuni%ation engine is the <brains= o# the operation that maes sure the$ata is in syn%h& only the ne%essary $ata is sent& the %orre%t $ata is sent to the %orre%t user& an$ $ata

is $istribute$ (ia user $e#ine$ rules& i.e. "'o people ma$e %hanges to the same #iel$ > )hi%h onetaes pre%e$en%e

Customers and Prospects:

"his re#ers to the number o#

• in$i(i$ual %ustomers or %ompanies

• prospe%ts your organization is in tou%h 'ith. "his number is usually mu%h higher than the

number o# %ustomers alone

• %onta%t persons at %ustomers

Customer Interaction Centre:

"he Customer ntera%tion Center CC! is a ey te%hnology o# Customer Relationship Management'ith mySAP.%om. t is $esigne$ as a multi7%hannel& blen$e$ business pro%ess intera%tion %enter toempo'er %all %enters to pro(i$e the highest le(el o# %ustomer ser(i%e. t pro(i$es robust te%hnology#or %onta%t %enter operations. t tightly integrates a highly %ustomizable an$ #ull7#eature$ #ront o##i%e'ith your ba%7o##i%e as 'ell as your entire range o# %ustomer7%entri% pro%esses. "he Customer ntera%tion Center is the %ommon state7o#7the7art te%hnology #or any business transa%tions (ia phone&email& letter or #a%e to #a%e. tDs use$ in the #ollo'ing CRM Business S%enarios6 Ser(i%e ntera%tionCenter& "elesales an$ "elemareting. 9ighlights o# CC in%lu$e6

• Pro%essing inboun$ an$ outboun$ telephone %alls 'ith %ustomers an$ other business partnersusing Computer "elephony ntegration C"! te%hnology as mi$$le'are.

•  An mail :##i%e system #or pro%essing in%oming an$ outgoing emails. Also in%lu$e$ are

Planne$ A%ti(ities #or the agent to ee%ute.

•  A %omprehensi(e ntera%tion 9istory log to pro(i$e one (ie' o# a %ustomer. "his enables

agents to (ie' planne$ an$ histori%al a%ti(ities along 'ith sales an$ ser(i%e or$ers.

Customer ,rders:

n CRM& %ustomer or$ers %an be %reate$ in $i##erent 'ays& #or eample by a telesales agent in theCall Center or by %ustomers (ia the nternet. t is important to enter the %ustomer or$ers in thelineappli%ationmo$ule 'here they are %losest to be%ause this may ha(e a great in#luen%e on sizing.

Customer Relationship Mana3ement CRM/:

Customer Relationship Management CRM! is an in#ormation in$ustry term #or metho$ologies&so#t'are& an$ usually nternet %apabilities that help an enterprise manage %ustomer relationships inan organize$ 'ay. 5or eample& an enterprise might buil$ $atabase about its %ustomers that$es%ribe$ relationships in su##i%ient $etail so that management& salespeople& people pro(i$ingser(i%e& an$ perhaps the %ustomer $ire%tly %oul$ a%%ess in#ormation& mat%h %ustomer nee$s 'ithpro$u%t plans an$ o##erings& remin$ %ustomers o# ser(i%e requirements& no' 'hat other pro$u%ts a%ustomer ha$ pur%hase$& an$ so #orth.

+nterprise 6uyer Professional +dition +6P/

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  mySAP CRM 2.0 C Sizing Questionnaire Page 1E

• Create requirement %o(erage request

mployees either sear%h in a %atalog #or a suitable material or ser(i%e& or enter therequirement $ire%tly on the entry s%reen an$ trans#er this to the shopping %art. mployees%an hol$ the requirements or or$er them.

•  Appro(e or reFe%t requirement %o(erage request

# one or more superiors nee$ to appro(e the requirement %o(erage request& #or eample&be%ause it e%ee$s a %ertain (alue& the system automati%ally submits it to the inbo o# thoseresponsible (ia the )eb7%ompatible 'or#lo'. "hey then $e%i$e 'hether to appro(e or reFe%tthe $o%ument.

• Pro%ess requirement %o(erage request an$ %he% status

mployees %an %he% the status o# requirement %o(erage requests an$& #or eample& see'hether the request has alrea$y been appro(e$. Pro(i$e$ the system has not %reate$ any#ollo'7on $o%uments #or the requirement %o(erage requests& employees %an pro%ess them#urther. # the pur%hase or$er is %reate$ lo%ally in the nterprise Buyer system& it %an then besent to the (en$or as a printout or by e7mail& #a& or /M;. # the ba%en$ system %reates areser(ation& the requirement is %o(ere$ by the %ompanyDs o'n sto% an$ the pro%ess is%omplete. # the ba%en$ system %reates a pur%hase requisition& the pur%hasing $epartment

%on(erts it as be#ore to a pur%hase or$er an$ transmits it to the (en$or.

• Con#irm goo$s re%eipt or per#orman%e o# ser(i%e

 A#ter the goo$s are $eli(ere$ or the ser(i%e is per#orme$& employees %an %on#irm this.

•  Appro(e in(oi%e or ser(i%e entry sheet

mployees %he% the $o%uments that the business partner %reate$ in(oi%e or %on#irmation!an$ release the $o%ument.

 As o# SAP CRM 2.0C& BP su%%ee$s the stan$alone BBP solution

4i3h load Phase:5or the %al%ulations o# your CP- requirements& 'e nee$ to no' the (olumes pro%esse$ per $ay.9ere& it is important to no' the #igures $uring a parti%ularly a%ti(e $ay or season in the year su%h asChristmas! 'here the (olumes pro%esse$ are mu%h higher than usual.

n or$er to $etermine the pea loa$ the system 'ill ha(e to han$le& 'e as you to #ill in the number o# obFe%ts that are %reate$ in the high loa$ phase. A telesales %ompany& #or eample& %oul$ enter thenumber o# %ustomer or$ers %reate$ in the pea phase o# the $ay& #or eample bet'een 4 pm an$ pm.

Internet Sales

"his %omponent allo's ele%troni% business a%ti(ities to tae pla%e bet'een %ompanies an$%onsumers as 'ell as only bet'een %ompanies. -sing SAP nternet Sales& manu#a%turers& shippers&'holesalers& an$ retailers %an sell their pro$u%ts $ire%tly (ia the )orl$ )i$e )eb. "he #ollo'ing%omponents are %ontaine$ in CRM nternet Sales6

• Business7to7Consumer B2C! nternet Sales

• Business7to7Business B2B! nternet Sales

• Business7to7Reseller B2R! nternet Sales

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Inde Mana3ement Ser!er 

"he n$e Management Ser(er is use$ #or in$eing $o%uments o# all %urrent #ile #ormats su%h as$o%&htm& tt& an$ so on!. "he $o%uments %an be retrie(e$ using $i##erent sear%h strategies.5or sizing& 'e re%ommen$ the same har$'are as SAP "S.

Mo)ile Sales Mo)ile Ser!ice

Mobile Sales allo's sales teams to 'or o##line an$ to syn%hronize their $ata 'ith the R4 System. nthis 'ay& it supplies all the in#ormation require$ #or optimal %ustomer intera%tion. Su%h in#ormation %anin%lu$e real7time up$ates on6

• Business partners

• Conta%t persons

• Pro$u%ts an$ ser(i%es

• :pportunities

•  A%ti(ities

"his %omponent %ontains #un%tions allo'ing sales representati(es to6

• Coor$inate their a%ti(ities& in%lu$ing mareting an$ a$(ertising %ampaigns

• Present pro$u%t lines an$ %ompare them to %ompetiti(e pro$u%ts

• Create quotations an$ or$ers imme$iately on site

• nsure that or$ers are %orre%t an$ %on#irmable& in%lu$ing %on#iguration& pri%ing& an$ $eli(ery

$ata

• Coor$inate the transmission& retrie(al& an$ storage o# inboun$ an$ outboun$ in#ormation

Mobile Ser(i%e allo's #iel$ ser(i%e representati(es to re(ie' $aily ser(i%e (isit agen$as& prepareser(i%e Fobs& report on time spent an$ materials use$ as 'ell as reporting on mal#un%tionsen%ountere$. t also enables #iel$ personnel to enter in#ormation on a%tions per#orme$ to #ul#ill ser(i%eobligations.

(um)er of Products:

n general& you 'oul$ enter the number o# pro$u%ts you sell. 9o'e(er& this number %an in%rease i# you ha(e the #ollo'ing a$$itional pro$u%ts in the CRM System6 Pro$u%ts that are

• not pro$u%e$ any longer but are still on sto%

• %urrently not being pro$u%e$ or sol$ but still ept as master $ata #or histori%al reasons

• #or your o'n requirements& i#& #or eample& you ha(e spare parts& o##i%e pro$u%ts& or 

mer%han$izing material

F of ,)'ect Chan3es and -isplay

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nter ho' o#ten a ne'ly %reate$ obFe%t is %hange$ or $isplaye$ in per%ent on a(erage& 'ithoutper%entage sign!.

ample An or$er is al'ays %hange$ or $isplaye$ a#ter being %reate$6 100(ery se%on$ or$er is %hange$ or $isplaye$ a#ter being %reate$6 80(ery or$er is %hange$or $isplaye$ t'i%e a#ter being %reate$6 200

,pportunity Mana3ement:

"he :pportunity $es%ribes the sales prospe%ts& their requeste$ pro$u%ts an$ ser(i%es& the salesprospe%tDs bu$get& the potential sales (olume an$ an estimate$ sales probability. "his in#ormationbe%omes %on%rete in the %ourse o# the sales %y%le& an$ %an be $isplaye$ an$ e(aluate$ in thesystem.

:pportunity Management pro(i$es the #rame'or #or presenting sales proFe%ts #rom the (ery start&an$ tra%ing their progress. n this 'ay& it pro(i$es the basis #or an analysis an$ optimization o# yourenterprise.

-sers in :pportunity Management %an use the #ollo'ing #un%tions6

• Presentation o# the Sales Cy%le

• Reason #or Status

• )oring )ith Pro$u%ts

• Management o# Atta%hments

• "rans#erring @ata #or Sales Lolume 5ore%ast

• Classi#i%ation o# :pportunities

"ets in :pportunities

• :pportunities 7 5ast Change

,r3aniational Layers:

n#ormation about %ustomers an$ prospe%ts must be ma$e a(ailable #or $i##erent in$s o# intereste$parties. 5or eample& the same %ustomer in#ormation is share$ by a sales representati(e in the #iel$'ho is in tou%h 'ith the %ustomer an$ his superior at the %ompany. "he top manager might 'ant toha(e a loo at the $ata as 'ell. n this %ase you 'oul$ enter three layers. # you ha(e $i##erentorganizations by pro$u%ts& pro$u%t groups or %ustomer groups 'ith ey a%%ount managers& thenumber o# layers is higher.

Sales Pricin3 +n3ine SP+/

Component in the Mobile Sales appli%ation that helps sales employees to %al%ulate pri%es at thepoint7o#7sale #or those o##ers an$ or$ers %reate$ in the mobile system.

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Ser!ice %ransactions

Hou %an use the %omponent Service transaction to represent business pro%esses in the ser(i%e areain your %ompany. Ser(i%e transa%tions %an be entere$ in the #ollo'ing 'ays.

By an employee in the CRM System

• By an employee in the Customer ntera%tion Center

• By your %ustomer (ia the nternet

"he ser(i%e transa%tion %an be either a ser(i%e or$er or a ser(i%e request.