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SAP Best Practices Interaction Center in Customer Relationship Management (V1.702) Process Diagrams.

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Presentation on theme: "SAP Best Practices Interaction Center in Customer Relationship Management (V1.702) Process Diagrams."— Presentation transcript:

1 SAP Best Practices Interaction Center in Customer Relationship Management (V1.702) Process Diagrams

2 ©2012 SAP AG. All rights reserved.2 Contents C81 Interaction Center Marketing C82 Interaction Center Sales (with ERP Sales Order) C80 Interaction Center: Service Order Management C83 Interaction Center: Service Request Management

3 ©2012 SAP AG. All rights reserved.3 Divider Page C81 Interaction Center Marketing C82 Interaction Center Sales (with ERP Sales Order) C80 Interaction Center: Service Order Management C83 Interaction Center: Service Request Management

4 ©2012 SAP AG. All rights reserved.4 C81 Interaction Center Marketing Start IC Agent Marketing Identify Customer Qualify Lead Check Customer Information Create Lead Wrap Up Contact Customer Contact (Inbound Phone Call) Start IC Agent Marketing Process Call List Create and Qualify Lead Prepare Call and Check Customer Information Offer Product (Using Interactive Script) Wrap Up Contact Customer Contact (Outbound Phone Call) Inbound Call Processing Outbound Call Processing IC Manager Prepare Call List SAP CRM

5 ©2012 SAP AG. All rights reserved.5 Divider Page C81 Interaction Center Marketing C82 Interaction Center Sales (with ERP Sales Order) C80 Interaction Center: Service Order Management C83 Interaction Center: Service Request Management

6 ©2012 SAP AG. All rights reserved.6 C82 Interaction Center Sales (with ERP Sales Order) Start IC Agent Sales Identify Customer Wrap Up Contact Check Customer Information Create ERP Sales Order Customer Contact (Inbound Phone Call) Start IC Agent Sales Process Call List Create ERP Sales Order Prepare Call and Check Customer Information Offer Product (Using Interactive Script) Wrap Up Contact Customer Contact (Outbound Phone Call) Inbound Call Processing Outbound Call Processing IC Manager Prepare Call List SAP CRM

7 ©2012 SAP AG. All rights reserved.7 Divider Page C81 Interaction Center Marketing C82 Interaction Center Sales (with ERP Sales Order) C80 Interaction Center: Service Order Management C83 Interaction Center: Service Request Management

8 ©2012 SAP AG. All rights reserved.8 C80 Interaction Center: Service Order Management IC Agent Service Select Identify Customer Check Customer Information Process solution Provide solution by e- mail reply Wrap Up Contact Inbound Processing Start IC Agent Service Identify Customer Wrap Up Contact Check Customer Information Create Service Order Escalate Service Order Customer Contact (Inbound Phone Call) Inbound Call Processing IC Agent Support Process Service Order Start Customer Contact (Inbound ) SAP CRM

9 ©2012 SAP AG. All rights reserved.9 Divider Page C81 Interaction Center Marketing C82 Interaction Center Sales (with ERP Sales Order) C80 Interaction Center: Service Order Management C83 Interaction Center: Service Request Management

10 ©2012 SAP AG. All rights reserved.10 C83 Interaction Center: Service Request Management IC Agent Service Select Identify Customer Check Customer Information Process solution Provide solution by e- mail reply Wrap Up Contact Inbound Processing Start IC Agent Service Identify Customer Wrap Up Contact Check Customer Information Create Service Request Customer Contact (Inbound Phone Call) Inbound Call Processing Start Customer Contact (Inbound ) Create Follow- Up Activities SAP CRM

11 Appendix

12 ©2012 SAP AG. All rights reserved.12 Shapes for example process diagrams with vertical flow flow Bridge Helper Line on one side of bridge (straight connector) Helper line without arrow head Helper line for complex lines (square with height zero) Actually there should be no need for complex line crossings in example process diagrams. (However, they are provided, just in case) Automatic Process Step Manual process step Optional Display Process Step A A 2 UI Batch 11 Mail A2A/B2B 1 Process Step outside SAP software User Role Software product (PPMS) (000) Link to other example process Page link Process Step (manual or automatic)

13 ©2012 SAP AG. All rights reserved.13 Shapes for Example Process Diagrams with horizontal flow (000) Link to other example process Manual Process Step Software product (PPMS) Step outside SAP software User Role Automatic Process Step Process Step (manual or automatic) A A 1 UI Batch 11 Mail A2A/B2B 1 Bridge Helper Line on one side of bridge (straight connector) Flow Helper line without arrow head Helper line for complex lines (square with height zero) Actually there should be no need for complex line crossings in example process diagrams. (However, they are provided, just in case) Page link


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