Customer Servicepowered by SAP CRM and Fiori

Paweł SkibaApollogic.com

Solution overview

SAP Contact Center

Covers multiple communication channels including:

• Phone calls

• E-mail

• Chat

• Sms

• 3rd parties (i.e. FB messanger)

and transfers data to SAP CRM

SAP Customer Relationship Management & SAP Fiori

Provides customer care key features:

• Customer master data management

• Interactions history

• Ticketing

• SLA measurement

• E2E processes i.e. complaints or returns

• Integration with external systems i.e. ERP

All available with rapid search algorithms thru modern web applications

Next generation UX & role based approach

Multiple non-intuitive SAPGui transactions vs contextual, role based single Fiori view

vs

Intuitive single point of entry – SAP Fiori Launchpad

Easy access to customers, tickets and

interactions

Single click opens SAP CC reporting panel

Phone calls management

Incoming call is shown on top of the app. If phone number exists in the

system, customer card opensautomaticaly after answering the call

Custom CC Fiori Bar is always visible on the bottom of the screen. Shows number of awaiting calls, guidelines for consultants and allow consultant’s status to be changed.

HANA-based search algorithms

Search moved from ABAP layer to HANA database layer provides rapid

sorting, searching and filtering options for huge customer data volume

Service monitoring & tickets overview

Tickets list provides crutial data to make sure that customer care is on the right track:

Due date

and SLA value

keep consultants

focused on the priorities

Customer satisfation survey keeps motivation on highest level

Ticket details

Complete overview of the service case on a single screen including access to

communication history, attachments and the most important details

Interaction details

Every single phone call, e-mail or chat message is being stored and classified,

providing complete communication history of the customer

Relations between CRM objects

• Any Interaction might be connected with any Ticket, so communication

history is consistent for each service case

• Any Ticket might be connected with any other Ticket, so all related or

returning cases are tracked

End-to-End processes within single Fiori app

Consultants are simply guided thru complete complaint or return proces by

answering yes/no questions and filling necessary data prompted by the app

Implementation process

1. Workshop with end-users

2. Defining project scope and backlog

3. Implementation of the software core (MVP):

• Ticketing

• Communication (phone and e-mail)

• Customers data management

4. Verification of project scope and backlog

5. Implementation of customer dedicated features:

• Complex E2E processes

• Integration with external systems

• Additional communication channels (i.e. chat)

Main features summary

• Customer master data enriched by marketing attributes & custom flags

• Interactions management covering multiple communication channels

• Ticketing system facilitating service cases solving

• Complete communication history for each customer and each case

• Customer satisfaction survey based on SMS and e-mail channels

• HANA-based algorithms providing rapid search functionalities

• Automatic customer recognition based on phone numer or e-mail address

• Bidirectional relations between customer, tickets and interactions

• E2E processes (complaints / returns) performed within Fiori apps

Possible integrations with external systems

• SAP CAR – best provider for transactional data extracted from ERP systems

• SAP Hybris Marketing – customers’ replication / interactions push

• SAP Hybris Commerce – customers’ replication / external tickets creation and update

• SAP ERP – migration of customers and products

• 3rd party ERP systems – migration of customers and products

• BI systems – SAP CRM is not a reporting system, but contains important data which

might be used by external BI systems for reports generation

Thank you!

Paweł SkibaSAP Solution Architekt

pawel.skiba@apollogic.com+48 785 288 641