IT Service Desk with SAP CRM 7.0 Bettina Giese SAP Employee Business Card Company: SAP AG

With this blog I would like to make you familiar with the new IT service desk solution we offer with the latest SAP CRM release, SAP CRM 7.0.

Service Desk Types

Generally speaking, a service desk is an organizational unit made up of employees responsible for providing services. Requests towards the service desk are usually made via telephone calls, e-mails, or self-service. Typically the service desk is the first and main entry point for all service requests of a specific type. This is true for IT service desks as well as for any other service desks, for example service desks which take care of employee-related requests ("Employee Interaction Center"), accounting-related requests ("Accounting Interaction Center"), or any other request types.

With the latest SAP CRM release, SAP delivers three pre-defined processes for the mentioned types of service desks as part of the Shared Service Centers (SSC) scenario, but of course all these processes can also be used outside of a SSC organization:

• Employee Interaction Center
• Accounting Interaction Center
• IT Service Desk

IT Service Desk in SAP CRM 7.0

In this blog I want to focus on the new IT service desk process and the functions it offers.

First of all, a new default business role is available, which is called "IT Service Desk Agent". This business role runs in the interaction center application. As with all interaction center business roles, it provides access to all sorts of channels, like telephony, e-mail, fax, chat, etc. And also like in other interaction center business roles, you can make use of further interaction center related features like account identification, interaction history, alerts, scripting, etc.

The IT service desk process is of course not restricted to Shared Service Centers, but it can be used for all sorts of IT service desk scenarios, for example in

• Internal scenarios, where the IT department is delivering IT support to other departments
• External scenarios, where IT service providers offer services to their ('external') customers
• And of course in Shared Service Center (SSC) scenarios, where the SSC offers IT-, HR-, and accounting-related services globally for one corporate group

With SAP's IT service desk, you have access to all new features of SAP IT Service Management which are relevant for an IT service desk agent, for example:

• pre-defined process types for incident, problem, and request for change management, which are defined along the IT Infrastructure Library ® (ITIL) best practices
• integrated knowledge article search and provisioning
• a pre-defined interface to SAP Solution Manager for exchange of incidents

Let me point out some of the highlights in the following paragraphs.

Incident Management

An incident is an exception to standard IT operations that interrupts or reduces the quality of a service, whereas a service request is a customer inquiry for provisioning of a pre-defined service.

With the IT service desk solution, the first level employees (= IT service desk agents) can easily identify the customer or employee who is reporting the incident, as well as any affected configuration item, which is mapped in the CRM application as an object or installed base. When creating an incident (or service request), the first level can categorize the incident document with five different categorization trees as well as according to impact, urgency, and priority information. Based on service level information, the system automatically determines requested start and end as well as further dates. It calculates the work and total duration of the incident automatically, and it offers access to a lot of further functions, such as rule-based dispatching, solution search and e-mailing, search for related problems, access to incident templates, and so on.

A pre-defined interface to the SAP Solution Manager Service Desk allows you to transfer incidents from SAP CRM IT service desk to SAP Solution Manager service desk. With this integration you can make sure that those incidents related to a SAP application issue are processed and solved in SAP's application management platform, the SAP Solution Manager.

Problem Management

A problem (document) is usually created if an issue in the IT environment needs to be investigated, and it can refer to multiple incidents related to the same cause.

The problem is a type of "master service request", which offers very similar functions as the incident, and in addition can be used to bundle incidents and close the linked incidents automatically once the problem is closed. In addition, if a solution or workaround has been found for the problem, the engineers usually want to publish the investigation's result to other colleagues. In those cases they can easily create a knowledge article as a follow-up of the problem, which can then be used by other IT service desk employees to resolve similar issues more easily.

Request for Change Management

As ITIL requires that each change in the IT infrastructure is documented and – if it is not a standard change – approved, IT service desk agents also have access to the new request for change functionality.

The request for change is based on the SAP CRM service process, so that the IT engineers can make use of all the in-detail planning features available for this process type. In addition it offers ITIL compliant categorization options as well as a pre-defined, multi-step approval function to make sure that only approved requests for change are implemented. During the request for change's life cycle, status updates are reflected automatically in any assigned reference IT object.

Recommended Links

For more information around this topic, please also have a look here:

SAP Service Marketplace: http://service.sap.com/crm > SAP CRM 7.0 > SAP IT Service Management

SAP IT Service Management Overview blog: https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/12086

Knowledge Article blog: https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/11999

ITIL Overview blog: https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/12368

Accounting Interaction Center blog: https://www.sdn.sap.com/irj/scn/weblogs?blog=/pub/wlg/12079

Bettina Giese is a product manager for SAP CRM.

The Perfect CRM Solution

How do you describe the perfect CRM solution? Well, it is something that is going to change a lot of potential customers into new customers and existing ones into lifelong ones. Sounds simple enough?

Well, the purpose of CRM is simple but the methodology behind it isn't. You need to ensure that you hire the right CRM solution vendor or else the very purpose of using the CRM is defeated.

When you look up for a CRM vendor, you will come across thousands of vendors in the market. While many of these vendors focus only on the corporate market, a huge number of them focus exclusively on the small and medium sized business market. It is not easy at all to choose one on the basis of the pricing. It is the features that matter the most.

Here are some of the features that you need to look for in a CRM solution.

• Seamless integration with your existing tools : You certainly do not want to spend a lot of money on upgrading your current tools to match with your CRM. The database conversion has to be painless.
• No IT hassles: Hosted CRM solutions are far more flexible than on site CRM because they are delivered over the internet. You do not have to worry about constant IT monitoring and support.
• Easy upgrading: You should be able to upgrade to any new features easily without having to make major changes or shut the system down.
• Customization: I should have mentioned this in caps because it is the single most important and determining factor that will decide whether the CRM solution is ideal for you.
• Scalability: The system should be scalable and any number of users should be able to use it.

So when you are about to choose a CRM solution, ensure that you choose a CRM that has all the above mentioned features.

For more info on CRM Solutions visit : CRM Article Source: http://EzineArticles.com/?expert=Rama_Krishna

A Short Introduction To CRM Software

Customer is the king as far as a growing company is concerned. This attitude will help any company to achieve more profit over a period of time. Everything you can do for customer satisfaction is worth. Each effort you are putting forward to increase customer satisfaction will return by way of increased profit and add to the goodwill of the company as a whole. A good Customer Relation Management - CRM software will help an organization to achieve its ultimate goal of complete customer satisfaction.

A good CRM System helps to manage the entire customer related functions with a completely integrated software. Right from generating the leads till the time of converting it to a sale could be tracked through this software. Apart from this, the CRM software should be able to process the functions related after sales service and dealer authorization etc.

A good CRM calls for using latest technology and analytical tools. The data collected through CRM software is very valuable in terms deciding the future of the company and for other major activities related to improving customer satisfaction and thereby profits. A good CRM system also offers the users complete control over their operation and added security for the data.

Implementation of CRM Package should be done with utmost care. While the core of the CRM Software remains the same, many of its other functions can be customized for the end user. An expert CRM consultant can offer you customized reports, which can be generated through the CRM data already gathered.

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CRM in Core Sector Companies

I have interacted with many experts in CRM/ERP development and implementations. Almost all of them opine that CRM has limited scope in Capital goods industries. They are not quite right. CRM, Customer Relationship Management was developed primarily to focus on customers of consumer goods, Telecoms and Banking industry.

Today also the almost 80-90% CRM implementations have been in these sectors only. CRM as of today has not been fully accepted in Engineering Procurement and Construction, Capital goods and Core sector companies. These companies are not alive to the benefits these CRM modules can bring about. CRM is a concept and not necessarily a software package developed and marketed by few software behemoths. CRM implementations is supposed to bring with it Best Practices, Evaluation of customers profile, Management of leads/inquiries, Sales closures, Grievance redress and Order execution and closure.

All these activities are quite relevant in Core sector companies as well. However, not necessarily in the same format and style. CRM implementations in these companies require lot of domain knowledge. CRM in Telecoms, Banking and Insurance are mostly standardized. However in organizations dealing in capital goods, the modules are required to be developed based on unique business processes and market dynamics of those organizations. Very few players have requisite wherewithal for developing and implementing these kind of processes. But potential and necessity is there to implement CRM in these sectors also.The benefits arriving out of implementations will be manifold. There will be data classification, trends analysis, market projections, customer complaint analysis, competitors' assessment, Procurement styling etc which will aid decision making. CRM has a long way to go in Core sector companies. The journey has not even begun.

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CRM on Demand - Software As a Service

Suddenly, the whole small to medium sized business market seems to be infatuated with 'On demand CRM' also known as 'Software-as-a-Service' (SaaS). Why this sudden surge in the number of companies opting for on demand CRM over traditional on-site models?

With the advancement in technology and the internet making huge inroads into the lives of people, customers have become more product savvy. They only expect the best from any business and even a small amount of complacency on the part of any business can lead to the loss of a customer. Hence, small businesses relied on software automation and data analysis to improve customer loyalty.

However, they had to rely on a patchwork of applications as CRM was only available for large scale enterprises. So CRM vendors started working on a far cheaper and flexible version of CRM that is best suited for SMBs. The result is on demand CRM.

On demand CRM has been carefully marketed as the perfect integration point for SMBs. The favorable cost factors, the convenience in setting it up and the hardware-free maintenance are some of the reasons why SaaS has really taken over.

But, as a SMB, you should be slightly more careful while choosing any CRM on demand. I will explain the reasons behind this.

1. Most CRM on demand software comes with a three to four year contract attached to it. This means, that you are stuck with it for that period. So you better be careful about what you choose.

2. Not all on demand CRM software is flexible enough to be integrated with existing software applications. If it cannot be done, then it will end up costing more in the long run.

If you are new to the concept of on demand CRM, then seek advice from a CRM consultant who can give you the right advice and help you choose the best hosted CRM.

For more info visit : CRM On demand

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ERP Brazil: SAP Business One – Localized Portuguese Version By Andrew Karasev Platinum Quality Author

In previous short articles we have been discussing the options for international company (branches of multinationals with headquarters in US, UK, Australia, Germany, Italy, Portugal, Spain) to implement so-called localized MRP in Brazil. We covered Microsoft Dynamics NAV, AX, CRM. This small article is dedicated to SAP and its mid-market and small-to-midmarket MRP application – SAP Business One. SAP BO in Brazil is available in March 2006.

• Local taxes and regulations. CNAE, CPF, IE, IEST, IM – localization supports these rules and taxes

• Multilanguage. SAP BO has advanced language support in comparison to other localized ERPs: Oracle E-Business Suite, Navision, Axapta, JDEdwards – in SAP Business One you can switch language (from Portuguese to English for example) in the same user session for the same company. Multilanguage support in our opinion enables tight control to financial officers in headquarters for their Brazilian or any other overseas subsidiary.

• Transactional consolidation. SAP integrates SAP BO into its family of ERP systems. SAP BO has transaction consolidation module. Just to give you some excurse – you can use two mechanisms to get cross companies consolidated reporting – using data puling (and original currency historical exchange rate multiplication) mechanism – typical example would be FRx reporting for Great Plains, Solomon and other ERPs. Second and more reliable way is – transaction consolidation – when you physically move transactions (adjusted for the reporting currency) to the image of your subsidiary and then run report over your branches databases. Transactional consolidation makes SAP Business One attractive ERP option for Spoke-and-Hub ERP integration model, when subsidiaries use SAP BO and consolidate transactions to the corporate ERP – mySAP or SAP R/3

• Multicurrency. It is supported in all modules (just in case if you have experience working with multicurrency, available for the GL only).

• Customizations. SAP Business One SDK enables you to tune screens as needed, if you think that end-user intuitive modification is not sufficient. If you need to deploy local programmers – they should be experienced in COM objects programming.

• Competition. As you can expect – you see two types of competitors – local ERPs (Microsiga and Datasul to name major) and international: Oracle E-Business and JD Edwards, Microsoft Navision, Axapta and Solomon (Great Plains is not localized, but local support is available through Alba Spectrum)

If you need help – give us a call: São Paulo: +55-11-3444-4949, USA 1-866-528-0577, 1-630-961-5918, Europa: +44-20-8123-2580, +45-36-96-5520 or help@albaspectrum.com

Andrew Karasev is ERP consultant at Alba Spectrum Technologies (http://www.albaspectrum.com http://www.greatplains.com.mx http://www.enterlogix.com.br) - Microsoft Business Solutions Great Plains, Navision, Axapta, MS CRM, SAP Business One, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.

We are serving LATAM: Mexico, Peru, Brazil, Bolivia, Venezuela, Colombia, Ecuador, Chili, Paraguay, Uruguay, Argentina, Dominican Republic, Puerto Rico

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Call Center CRM Software

CRM is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships. To enable organizations to serve customers better and more efficiently, Customer Relationship Management (CRM) software is used.

The strategy of using a successful CRM is usually implemented through a software package designed to support these processes. There are some major areas that the CRM software focuses on including service-automated processes, personal information gathering and processing and self-service. The software attempts to integrate and automate the various customer-serving processes within a company. Customer information is stored for future use by the system. The company aims to make cost savings and enroll new customers by providing the customer quick and efficient service, and also maintains a ready to access database of the customer's information. CRM solutions can also be used to allow customers to perform their own service via a variety of communication channels. The CRM packages may also include contact management software stores, tracks and manages contacts, leads of an enterprise.

The package contains the enterprise lead management software that helps the firm to manage, track and forecast sales leads. Some of the types of CRM softwares are self-service CRM and survey management CRM softwares. Self-service CRM software enables web based customer interaction, automation of email, call logs, web site analytics and campaign management. Survey Software automates an enterprise's electronic surveys, polls, and questionnaires and enables customer preferences.

Many of the CRM packages can integrate with Windows-based packages combining email, calendars, contacts, and tasks and much more into one powerful yet easy to use program.

Call Center Software provides detailed information on Call Center Software, Call Center Software Solutions, Call Center Monitoring Software, Call Center Recording Software and more. Call Center Software is affiliated with IT Help Desk Software.

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Brazil: ERP Selection - Oracle, SAP, Microsoft

In the beginning of 21st century we can recognize the trend in international business. Multinational corporations are moving their manufacturing facilities and sales operations to Brazil. Typical scenario – regional office is established in Sao Paulo or Rio de Janeiro and manufacturing facility in Salvador, Porto Alegre, Curitiba, Belo Horizonte, Recife, Manaus, etc. The first step in establishing controllable operations is ERP system implementation – this formalizes the chain of command, decision making and management. In this small article we will give you Brazilian ERP market review for midsize and large business. We will compare Microsoft Business Solutions, Oracle, SAP as well as local ERP vendors: Microsiga and RM. Let’s come to the topic:

• Local versus International brand. We do not pretend to be the judge, just pluses and minuses. Local brand ERP has local market experience, tax, typical chart of accounts, payroll specifics implemented. They are probably very competitive if you are Brazilian business. However if you represent multinational company or corporation – you should think about users experience for your international management team, IT centralized support and things like these.

• SAP. If you are committed to SAP solution - SAP Business One is probably the system of choice – it has transactions integration to SAP, CRM, MRP/Production, POP, SOP, HR, Multilanguage, multicurrency. SAP Business One is just localized for Brazilian ERP market, especially we should mention localized tax engine. SAP tested its localization with 7 pilot implementation in 2005. You should be looking for SAP Business One customization partner (who is licensed to develop customizations and integration in SAP Business One SDK). SAP Business One sits in Microsoft SQL Server and is written in C++ - it also has integration with MS Office on the level of COM objects

• Oracle. Oracle E-Business Suite, also known as Oracle Financials (as part of Oracle E-Business Suite) and Oracle Applications is natural choice if your Headquarters in Europe, USA, Australia or elsewhere is committed to Oracle platform. Oracle has long time presence in Brazil and is very good choice.

• Microsoft Business Solutions Navision & Axapta. Microsoft is currently on the way of merging/integrating its applications – this is known as Project Green, in September 2005 new marketing name was introduced- Microsoft Dynamics. Respectively Microsoft Navision and Axapta became Microsoft Dynamics NAV and Microsoft Dynamics AX. More traditional solution for Brazilian market is Navision. It has very strong position in both Europe (where it is recommended by Microsoft in all the countries, except UK – where both Navision and Great Plains are in use) and USA- especially in manufacturing sector. Axapta, however is newer and respectively its design should be more geared toward new technological trends. Axapta should be released for Brazilian market in 2006

You can always appeal to our help and expertise – in our Sao Paulo office we have all these systems expertise, plus Microsoft CRM, MS Great Plains, Lotus Notes Domino. Please give as a call São Paulo 55-11-3826-3449, USA 1-866-528-0577, 1-630-961-5918! help@albaspectrum.com

Andrew is Great Plains specialist in Alba Spectrum Technologies (http://www.albaspectrum.com) – Oracle, SAP, Microsoft Great Plains, Navision, Axapta, Microsoft CRM Partner, serving clients in São Paulo, Rio de Janeiro, Salvador, Porto Alegre, Curitiba, Belo Horizonte, Recife, Manaus, Lisboa, Coimbra, Porto, Cascais and having locations in multiple states and internationally.

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4 Things To Look For In A Mortgage CRM Provider

If you're like many mortgage companies, you have just begun to look at the Internet for a viable source of business.

In the past several months you've begun to realize that it is no longer raining loans and you have to pursue new business more aggressively than ever before. For that reason, you MUST have a mortgage CRM (customer relationship management) strategy. A mortgage CRM strategy to help to find, sell and keep more customers. Remember it's less expensive to keep a customer you already have than get a new customer. You need to find a mortgage CRM provider who understands CRM, but also understands the mortgage industry.

Here are four things to look for in a mortgage CRM provider.

(1) Does your mortgage CRM provider understand CRM and the mortgage business?

(2) Does your mortgage CRM provider understand the power of mortgage email marketing and how to integrate that with your lead management strategy?

(3) Does you mortgage CRM provider work with you to provide follow up strategies and scripts you can use in your marketing efforts - working as a team is key.

(4) Does your mortgage CRM provider understand the critical role your website plays in converting your website traffic and is your mortgage CRM integrated with your website?

Having the right mortgage CRM strategy is critical to your Internet marketing success, but its not about one thing. You CRM strategy should be part of a complete Internet marketing strategy that includes a mortgage SEO, mortgage email marketing, website and training strategy.

The author, John Boudreau, is CEO of Astonish Results, a digital marketing and training company for the mortgage industry located in Warwick, Rhode Island.

Astonish Results, provide high impact mortgage websites, training, CRM, SEO and email marketing and can be found at http://www.astonishresults.com

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Web Based CRM Solutions

CRM solutions are business strategies that assist in building a healthy relationship with customers. They have become a milestone in the marketing strategies of modern business organizations. Earlier, CRM solutions had been based on client-server architecture. A few draw backs of the client-server model CRM solutions led to the development of web based CRM solutions. Web based CRM solutions are business strategies intended mainly for e-commerce.

As the World Wide Web serves as the platform in web based CRM solutions, the software need be installed on a single server. The installed software can be accessed from any remote location, and any change made in the software will be reflected throughout the system. The client-server model CRM solutions do not support remote access or wireless devices. But, web based CRM solutions have facilities to access wireless devices like PDAs and WAP-enabled mobile phones.

In a web based CRM solution, only the central server has to be maintained. Thus, web based CRM solutions are very cost effective. When compared with client-server CRM solutions, web based CRM solutions are more flexible and easy to maintain. As the web based CRM solutions are based on Web, they can be distributed faster than the conventional CRM solutions and client-server CRM solutions. Also, adding of new clients in a web based CRM solution is very easy. The number of users in web based CRM solution is unlimited.

Netgain, Upshot, SAP, Clarify, ONYX, Trilogy, Oracle, Siebel Systems, and Firstwave Technologies, Inc. are some of the leading vendors in the web based CRM solutions.

CRM Solutions provides detailed information on CRM Solutions, CRM Business Solutions, CRM Call Center Solutions, CRM Software Solutions and more. CRM Solutions is affiliated with Live Customer Support.

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Various Types of CRM Packages by Zoe Soto

Business heads and owners have increasingly been interested in implementing a customer relation manager (CRM) software package to enable a more cohesive functioning of the various departments of the organization such as sales, marketing, and production. But a question that puzzles most people is which brand or which type they should go for. There are a number of brands of CRM software suites. Software giants such as Microsoft, SAP, and Oracle have their own CRM software applications. Apart from these, there are a large number of medium and small players who provide what they call cost-effective and highly efficient packages.

Then there are various types of CRM software applications based on their functionality such as Collaborative CRM, Campaign Management, Sales Intelligence CRM, Analytical CRM, Operational CRM, Sales Force Automation, and Geographic CRM. A person who does not have some sort of exposure to this field can easily get confused. So, how would a person find the most suitable software application for his or her business from this dense CRM jungle?

The first thing one has to understand is that there is no CRM package that fits all businesses. The CRM package you should select depends on the characteristics and nature of your business such as volume of business, types of items sold, and the frequency of advertisement campaigns. So, one has to do a detailed research about various CRM packages before selecting a suitable one.

About the Author

I'm Zoe Soto; I work for Streamline Solutions, a company that provides you a solution for your CRM needs. You can visit us at Microsoft CRM and CRM Software