Order-to-Cash (Standardized Services) Scenario Overview

Order-to-Cash (Standardized Services) Scenario Overview
Click process chevrons for details Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments Marketing-to-Opportunity Procure-to-Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Expense Reimbursement Scenario Explorer Scenario Description Open Legend The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided: Automatic order creation from lead, opportunity, quote, or external systems Approval process for sales quotes based on thresholds Flexible price determination Use of credit cards with integration to financial service providers Credit limit checks based on account balance and new orders Outsourcing of field services to third-party service providers The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting. Scenario/Processes Business Value Scenario Flow Further Information The following business roles are involved in this scenario: Sales/Customer Service Representative Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant

Order-to-Cash (Standardized Services) Scenario Overview
Click process chevrons for details Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments Marketing-to-Opportunity Procure-to-Pay (Services) Creating Down Payment Request - Customer Processing Receivables and Payments Expense Reimbursement Scenario Explorer Scenario Description Legend Open Legend Close Legend The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided: Automatic order creation from lead, opportunity, quote, or external systems Approval process for sales quotes based on thresholds Flexible price determination Use of credit cards with integration to financial service providers Credit limit checks based on account balance and new orders Outsourcing of field services to third-party service providers The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting. Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third-party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Scenario/Processes Business Value Scenario Flow Further Information The following business roles are involved in this scenario: Sales/Customer Service Representative Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant <Role Name> <Role Name> <Role Name>

Order-to-Cash (Standardized Services) Process Details: Handling an Incoming Customer Inquiry
Click process chevrons for details Handling an Incoming Customer Inquiry via Telephony Channel X Receive an incoming call and log an inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution … i Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Centers Account Management Groupware (Outlook) Collaboration Window Scenario Flow Further Information See also Services

Order-to-Cash (Standardized Services) Process Details: Handling an Incoming Customer Inquiry
Click process chevrons for details Handling an Incoming Customer Inquiry via Telephony Channel X Receive an incoming call and log an inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution … i Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Handling an Incoming Customer Inquiry via Fax or Channel Handling an Incoming Inquiry Manually via Activities Scenario Explorer Process Description Further Information The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Centers Account Management Groupware (Outlook) Collaboration Window Scenario Flow Further Information See also Services

Order-to-Cash (Standardized Services) Process Details: Creating Sales Quotes
Click process chevrons for details X Creating Sales Quotes Handling an Incoming Customer Inquiry Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Create a sales quote Approve a sales quote Creating Customer Invoices i i … Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information The Creating Sales Quotes business process enables you to create a sales quote with fixed terms and price conditions, in case a customer requests an offer for products or services. The sales quote can also be generated out of an opportunity or lead. You enter the necessary details into the sales quote such as the account, the products or services, optional the requested data in case product availability should be checked. Additional free text as further customer information can be entered as well. The cost of sales can be determined using product valuation, which enables you to evaluate the profitability of the sales quote. Price and discount adjustments can be made in the sales quote. After the sales quote has been created it needs to be submitted to the customer. A sales quote form will then be sent to the customer depending on the output settings. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Center New Business Scenario Flow Further Information See also Sales Quotes Quick Guide

Order-to-Cash (Standardized Services) Process Details: Creating Sales Orders
Click process chevrons for details X Creating Sales Orders Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Customer Invoices Processing Outbound Delivery Dispatching and Scheduling Orders Executing Services Confirming Service Execution Create a sales order Approve a sales order Creating Customer Invoices Processing Receivables and Payments i i Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information The Creating Sales Orders business process enables you to create a sales order with fixed terms and price conditions when a customer orders products or services. The order can be created on the basis of a quote, copying all conditions from the quote to the order or you enter the necessary details in the order such as the account, the products or services, the requested date , and customer information as additional text. The product availability is checked, and the system informs you of availability. The system can determine the cost of sales using product valuation, enabling you to evaluate the profitability of the order. After creating the order, you release it to logistics. An order confirmation form can be sent to the customer, depending on the output settings. The sales order can also be generated automatically through business-to-business communication. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Center Sales Orders Scenario Flow Further Information See also Sales Quotes Quick Guide

Order-to-Cash (Standardized Services) Process Details: Dispatching and Scheduling Orders
Click process chevrons for details X Dispatching and Scheduling Orders – Decentral Scheduling Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Executing Services Confirming Service Execution Dispatch and release an order for execution Check order pipeline and plan a route Schedule an order Prepare service execution i … i i i Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Performed by Service Planner/Dispatcher Service Performer Scenario/Processes Business Value In the Work Centers Sales Orders Field Service and Repair Scenario Flow Further Information See also Order Pipeline Quick Guide

Order-to-Cash (Standardized Services) Process Details: Dispatching and Scheduling Orders
Click process chevrons for details X Dispatching and Scheduling Orders – Decentral Scheduling Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Executing Services Confirming Service Execution Dispatch and release an order for execution Check order pipeline and plan a route Schedule an order Prepare service execution i … i i i Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Dispatching and Scheduling Orders - Central Scheduling i Scenario Explorer Process Description Further Information The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Performed by Service Planner/Dispatcher Service Performer Scenario/Processes Business Value In the Work Centers Sales Orders Field Service and Repair Scenario Flow Further Information See also Order Pipeline Quick Guide

Order-to-Cash (Standardized Services) Process Details: Creating Down Payment Request - Customer
Click process chevrons for details Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments X … Creating Down Payment Request - Customer Processing Receivables and Payments Create and release down payment request i Scenario Explorer Process Description Further Information The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose. Performed by Sales/Customer Service Representative Scenario/Processes Business Value In the Work Center Customer Invoicing Scenario Flow Further Information See also Create a Down Payment Request

Order-to-Cash (Standardized Services) Process Details: Processing Receivables and Payments
Click process chevrons for details Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments … Processing Externally-Initiated Payments by Incoming Bank Transfer X Creating Down Payment Request - Customer Enter a remittance advice Process a bank statement Allocate a payment Clear a payment i i i i Click here to display process variants Scenario Explorer Process Description Further Information The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. If payments are initiated internally, they are made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Performed by Accounts Receivable Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Scenario Flow Further Information See also Allocate a Payment Manually

Click process chevrons for details Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Processing Receivables and Payments … Processing Externally-Initiated Payments by Incoming Bank Transfer X Creating Down Payment Request - Customer Enter a remittance advice Process a bank statement Allocate a payment Clear a payment i i i i Click here to hide process variants Scenario Explorer Process Description Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance Further Information i The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. If payments are initiated internally, they are made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. i Performed by Accounts Receivable Accountant Scenario/Processes i i Business Value i i In the Work Centers Receivables Payment Management Scenario Flow i i Further Information See also Clear an Incoming Payment Manually

Order-to-Cash (Standardized Services) Process Details: Executing Services
Click process chevrons for details Executing Services X Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Confirming Service Execution Travel to a service location Execute a service Creating Customer Invoices i i … Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center. Performed by Service Performer Scenario/Processes Business Value In the Work Center Field Service and Repair Scenario Flow Further Information See also Service Order Processing

Order-to-Cash (Standardized Services) Process Details: Confirming Service Execution
Click process chevrons for details Confirming Service Execution - With a Service Confirmation X Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Document work, track actuals and release a service confirmation Creating Customer Invoices i … Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center. Performed by Service Performer Scenario/Processes Business Value In the Work Center Field Service and Repair Scenario Flow Further Information See also Create a Service Confirmation

Order-to-Cash (Standardized Services) Process Details: Confirming Service Execution
Click process chevrons for details Confirming Service Execution - With a Service Confirmation X Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Document work, track actuals and release a service confirmation Creating Customer Invoices i … Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Confirming Service Execution - With an Order i Scenario Explorer Process Description Further Information In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center. Performed by Service Performer Scenario/Processes Business Value In the Work Center Field Service and Repair Scenario Flow Further Information See also Create a Service Confirmation

Order-to-Cash (Standardized Services) Process Details: Creating Customer Invoices
Click process chevrons for details Creating Customer Invoices X Creating Sales Quotes Creating Sales Orders Dispatching and Scheduling Orders Executing Services Confirming Service Execution Processing Receivables and Payments Transfer invoice requests Release an invoice … i i Creating Down Payment Request - Customer Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices. Performed by Accounts Receivable Accountant Scenario/Processes Business Value In the Work Center Customer Invoicing Scenario Flow Further Information See also Customer Invoice Processing

Click process chevrons for details Processing Externally-Initiated Payments by Incoming Bank Transfer X Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Enter a remittance advice Process a bank statement Allocate a payment Clear a payment … i i i i Click here to display process variants Creating Down Payment Request - Customer Processing Receivables and Payments Scenario Explorer Process Description Further Information The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. If payments are initiated internally, they are made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Performed by Accounts Receivable Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Scenario Flow Further Information See also Allocate a Payment Manually

Click process chevrons for details Processing Externally-Initiated Payments by Incoming Bank Transfer X Dispatching and Scheduling Orders Executing Services Confirming Service Execution Creating Customer Invoices Enter a remittance advice Process a bank statement Allocate a payment Clear a payment … i i i i Click here to hide process variants Creating Down Payment Request - Customer Processing Receivables and Payments Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance i i i i i i Scenario Explorer Process Description Further Information i The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. If payments are initiated internally, they are made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. i Performed by Accounts Receivable Accountant Scenario/Processes Business Value In the Work Centers Receivables Payment Management Scenario Flow Further Information See also Clear an Incoming Payment Manually

Order-to-Cash (Standardized Services) Business Value
Manage Fulfill Settle Create Opportunity Create Sales Quote Create Sales Order Dispatch and Schedule Order Perform Services Create Confirmation Create Invoice Collect Payment Post to Ledger Scenario Explorer Overview Provides integrated business scenarios for customers focusing on professional services from order capturing via execution to financial and management accounting Integrated resources for estimating job time requirements and labor cost as well as planning optimal service routes. Expense items can be tracked and invoiced within quotes and sales orders Early margin information based on sales orders explain the decline/increase of sales growth Scalable process for revenue recognition supporting different accounting principles eShop Integration including support for catalog management, eCommerce Account Management, eCommerce Order Management with online payment processes and credit card handling Sales of 3rd party services including procurement and financial integration of third party costs Built in analytics enables a drill down to the profit and loss result alongside dimensions like products, customer groups and distribution channels. Key Benefits For midsize companies selling professional services, this process aligns customer relationship management, service delivery with financial and management accounting. You can boost speed to revenue, decrease cost of selling and delivering services, improve customer satisfaction by delivering on time and on budget to increase your profitability. SAP Business ByDesign supports the entire order-to-cash business – from order management and order fulfillment through to settlement of invoices. Scenario/Processes Business Value Scenario Flow Further Information

Order-to-Cash (Standardized Services) Scenario Flow for Variant: With Services and Expenses
Receivables / Cash & Liquidity Mgt Collaboration Window / Groupware Client New Business Sales Orders Field Service and Repair Customer Invoicing Handling an Incoming Customer Inquiry Creating Sales Quote Creating Sales Order Dispatching and Scheduling Order Executing Services Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments telephony channel fax-/ channel with central scheduling with decentral scheduling using a service confirmation within order Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) Marketing-to-Opportunity Expense Reimbursement Scenario Explorer Scenario/Processes Business Value Scenario Flow Further Information Legend Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Process mainly driven by the system Process related to Financials Work center in which process is performed Work Center Related scenarios Business document flow

Order-to-Cash (Standardized Services) Further Information
Scenario Explorer Do you want to try it out? Do you need more information? Do you want to discuss with others? Self-Enablement Systems If you want to try out the business scenario, click here.* More Details SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here. Forum Get in touch with experts to discuss your specific requirements. To enter the community, click here.* Scenario/Processes Business Value Scenario Flow V WIKI In addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.* Further Information * Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check

Order-to-Cash (Standardized Services) Scenario Overview

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Order-to-Cash (Standardized Services) Scenario Overview

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