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Contents C81 Interaction Center Marketing

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Presentation on theme: "Contents C81 Interaction Center Marketing"— Presentation transcript:

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

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

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

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 C80 Interaction Center: Service Order Management
Inbound Processing Start Customer Contact (Inbound ) SAP CRM IC Agent Service Select Identify Customer Check Customer Information Process solution Provide solution by reply Wrap Up Contact Inbound Call Processing Start Customer Contact (Inbound Phone Call) SAP CRM IC Agent Service Identify Customer Check Customer Information Create Service Order Wrap Up Contact Escalate Service Order SAP CRM IC Agent Support Process Service Order

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 C83 Interaction Center: Service Request Management
Inbound Processing Start Customer Contact (Inbound ) SAP CRM IC Agent Service Select Identify Customer Check Customer Information Process solution Provide solution by reply Wrap Up Contact Inbound Call Processing Start Customer Contact (Inbound Phone Call) SAP CRM IC Agent Service Identify Customer Check Customer Information Create Service Request Create Follow-Up Activities Wrap Up Contact

11 Appendix

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

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


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