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SAP Customer Relationship Management (SAP CRM)




SAP CRM enables customer service centers to manage and fulfill commitments to both partners and customers with efficient service planning and execution through the management of the entire service process. Enhanced functionality in SAP CRM equips service organizations with the necessary software tools to deliver world-class customer support, including tactical and strategic service planning, service administration, transactional support, and operational and financial analytics. It supports the entire customer interaction cycle (engage, transact, fulfill, and service) and provides a single customer view with ready-to-use analytics and integration of strategic enterprise management functions for closed-loop service processes.


SAP CRM provides a "one-touch point" to customers via the following features: integrated case management capabilities, a robust solution database, workforce management functionality, customer analytics to up-sell and cross-sell, warranty and entitlement validations to avoid giving away service for free, dispatch and scheduling of appropriate field technicians and service parts to complete a service call, complete close-looped service process ending in accurate billing, service performance analytics.

Select capabilities supporting service management in SAP CRM include:
 

  • Customer service management The customer service management capabilities of SAP CRM equip service organizations with the necessary software tools to deliver world-class customer support including tactical and strategic service planning, service administration, customer field- and Internet-based transactional support, and operational and financial analytics.
  • Service marketing Empowers service organizations to create and execute highly targeted service-based marketing programs, continually measuring and improving the effectiveness of marketing to improve customer satisfaction, deepen customer loyalty, and increase organizational efficiencies and effectiveness to increase ROI all in real-time. The comprehensive functionality incorporates capabilities for planning, predicting, optimizing, and measuring plans and initiatives across the service enterprise including budgeting, resource planning, product planning, market insight, multi-channel campaign execution, and measurement to establish a collaborative and streamlined business process.
  • Service sales Mission-critical capabilities give organizations the ability to dramatically shorten sales cycles, quickly increase revenues, maximize sales and service team productivity, and help ensure customer loyalty. Detailed knowledge about the installed base allows the initiation of marketing campaigns based on the installed products, for example, by offering special upgrade kits to existing customers to provide them with new product features and improve the efficiency of previously sold products.
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