SAP Best Practices
Prepackaged Industry & Cross-Industry Know-HowJumpstart your
Implementations with SAP
Best Practices
Agenda
SAP Best Practices Overview
Implementation Approach
Tools
SAP Best Practices for CRM
Introduction to SAP Best Practices
SAP Best Practices are packages that provide preconfigured
business processes and project accelerators to streamline
customer implementations.
Standard
System
With SAP
Best Practices
Traditional
project
Adjustments
within project
Standard
System
Adjustments
within project
SAP Best
Practices
What makes SAP Best Practices “Best”?
SAP and partner experiences contribute to enhancing
SAP Best Practices
Over 35 years of experience, design,
and input from companies of all sizes
Over 36 SAP Partners contribute to
direct development focused on
efficiency and validity
Microvertical SAP Business All-in-One
SAP Best Practices packages provide a solid foundation for rapid
development of microvertical solutions
Prototype / Proof of concept
Quickly preview and understand SAP applications and processes
Reference System
Quickly set up and accelerate blueprinting and solution scope definition
Starting Point
Meet an average of 30% to 80% of midsize company requirements
Add additional requirements as needed throughout the project
Subsidiary Rollout
Accelerate rollout of SAP to subsidiaries in different regions or industries
SAP Best Practices are used for a variety of
projects
SAP Best Practices –
enabling small & midsize
enterprises as a key element of SAP Business All-in-One
Configurable and
Extensible
on-premise business
solution with deep
industry best practices
Complete,
Adaptable
on-demand business
solution
Single Business
Application
covering small
business
fundamentals
Partners
Industry
Solutions
Accelerated by
Documentation
Scenario overviews
Business process documentation Quick Guide for prerequisites and guided activation of settings Configuration Guide Training material Documentation Download Business documentation, technical documentation, documentation templates, and conversion forms
What’s Included: SAP Best Practices deliver
documentation and preconfiguration
Contents include:
Complete documentation and preconfiguration are
included in every SAP Best Practices package
Technical Download
Configuration settings Automation tools
Refined Print Forms and Reports … provided in an SAP Add-On
Preconfiguration
Preconfiguration settings Sample master data
Configuration documentation Automation tools
Print forms
User roles to leverage new SAP NetWeaver Business client
Agenda
SAP Best Practices Overview
Implementation Approach
Tools
SAP Best Practices for CRM
Using SAP Best Practices involves five basic
steps
5. Adapt &
Enhance
4. Refine
3. Activate
2. Install
1. Review &
Download
Review SAP Best Practices documentation and scenario scope
to select the appropriate deployment scenarios on the SAP
Help Portal, then download your selected package
Install SAP applications and required notes
Upload and activate the preconfigured scenarios or
manually configure the system, review or test the scenarios
using the Business Process Documentation
Identify and add other requirements on top of SAP Best
Practices preconfigured scenarios
Adapt and enhance the system to meet customer or
microvertical requirements
Turn SAP Best Practices into a Live System
SAP Best Practices are
the foundation for the
entire duration of your
implementation project
Prototype
QAS
PROD
SAP Best Practices
Add-On
Activate all
scenarios
Identify required scope
Pick and choose scenarios
Train the project team
Understand the business flow
DEV
Activate
Agenda
SAP Best Practices Overview
Implementation Approach
Tools
SAP Best Practices for CRM
IMPLEMENT - Solution Builder
Simplified path to activate SAP Best Practices
Graphical scenario selection
Standard scope templates
delivered by SAP Best
Practices
Easy enhancements with
further templates
SCOPE
Automated installation of
selected scenarios with
personalized data
Improved performance and
usability
ACTIVATE
Graphical adaptation of
enterprise structure
Personalization of master
data
ADAPT
Solution Builder
Manages different solution or package scopes
Graphical scoping engine
Organizational structure composer and
personalization
Application area editor + assignment
Manages and monitors implementation of a
solution/package (scenario based), access to logs
Building block assignment, maintenance of
information on scenario level/scenario edit view
(e.g. pricing parameters)
Creation of building blocks
Insertion of different task types for
implementation activities
Maintenance of installation data
Solution
Builder
Implementation
Assistant
Building Block
Builder
Solution Builder
Agenda
SAP Best Practices Overview
Implementation Approach
Tools
SAP Best Practices for CRM
SAP Best Practices for CRM: Features
Campaign Management Inbound Lead Management Outbound Lead Management Activity Management Opportunity Management Telesales Inbound Telesales Outbound Internet Sales B2C Internet Sales B2B Extended Sales Order ProcessingFlexibility
Building block approach for modular usage of CRM components Generic scenariosthat can be easily combined into complex solutions CRM Core Enhanced Core Channels Support phase– oriented CRM deployment
Large
Company
Midsize
Company
Small
Company
Scenario scope suited for SMB market
(business requirements and system landscape)
Focus
BP CRM BP Baseline BP Industry SAP CRM SAP BW SAP ERPPreconfigured integration with other versions of
SAP Best Practices for CRM: Content Scope (1)
Scenario list
SERVICE SCENARIOS
Interaction Center Service Service Order Management
Complaints and Returns Management Interaction Center Inquiry and Complaint Management
E-Service: Solution Assistance
E-Service: Service Request Management E-Service: Complaints and Returns Management
ANALYTICS SCENARIOS
Reporting for Marketing, Sales, and Service Scenarios via SAP BW or CRM Interactive Reporting
MARKETING SCENARIOS
Lean Campaign Management Lead Management
Interaction Center Marketing
SALES SCENARIOS
Account & Contact Management Activity Management
Opportunity Management Territory Management
Integrated ERP Order and Quotation Management
Pipeline Performance Management Interaction Center Sales
SAP Best Practices for CRM: Content Scope (2)
Further Deliverables
UI CONFIGURATION
Preconfigured roles for CRM WebClient adapted to the BP CRM scenario scope
GROUPWARE
Complexity reduction via client-side groupware integration and One-to-One E-mail
REPORTING
Simplified customer intelligence reporting without SAP BW
ERP INTEGRATION
Master and transaction data integration between SAP ERP and SAP CRM tailored to BP CRM scenario scope
Basic UI integration between ERP NetWeaver Business Client and CRM WebClient
SAP Best Practices for CRM:
Building Blocks (1)
Layer 0 Building Blocks
Layer 1 Building Blocks
Fundamental BBs
Cross-scenario BBs
Mandatory only for specific scenario
BB Name
B08
CRM Cross-Topic Functions
C41
CRM Interactive Reporting
C11
CRM Marketing Master Data
C23
CRM Basic Sales
C13
CRM Service Master Data
C12
CRM Service Master Data Standalone
BB Name
B01
CRM Generation
C71
CRM Connectivity
C72
CRM Connectivity Standalone
C04
CRM WebClient User Interface
B09
CRM Customizing Replication
C01
CRM Organizational Model
C02
CRM Organizational Model Standalone
C03
CRM Master Data Replication
C10
CRM Central Master Data
C09
CRM Central Master Data Standalone
C00
SAP Best Practices Installation
SAP Best Practices for CRM:
Building Blocks (2)
Layer 2 Building Blocks
BB Name
C22
CRM Lean Campaign Management
C37
CRM Lead Management
C31
CRM Activity Management
C36
CRM Account and Contact Management
C32
CRM Opportunity Management
C34
CRM Integr. ERP Order & Quotation Mgmt.
C06
CRM Territory Management
C26
CRM Service
C40
CRM Service Standalone
C28
CRM Complaints
C78
CRM Interaction Center
C33
CRM Teleservice
C35
CRM IC Inquiry and Complaint Management
C74
CRM E-Service
Pre-configured WebClient UI
The following WebClient UI
elements are pre-configured to
the SAP Best Practices
scenario scope:
Navigation Bar
Quick Create Link
Work Center
Work Center Link Group
Logical Links
1 2 4 3 5Pre-configured WebClient Business Roles
Marketing Employee
Marketing Manager
IC Agent Marketing
IC Manager
Sales Employee
Sales Manager
IC Agent Sales
IC Manager
Marketing
Sales
IC Agent Service
IC Agent Support
Service Employee
Service Technician
Service Manager
Service
SAP Best Practices for CRM V2.70
Integration Topics SAP CRM <-> SAP ERP
SAP Best Practices for CRM
Deliverables
System
Landscape
User Interface
Organizational
Model
Master Data
Customizing
Scenario
ERP
CRM
Quotation and order processing takes place exclusively in SAP ERP, e.g.
ERP quotation/sales order from CRM Interaction Center ERP quotation based on CRM opportunity
ERP quotation/sales order creation directly from CRM WebClient UI with limited functionality
No exchange of sales documents between SAP ERP and SAP CRM
3 variants for organizational model integrated supported:
Only integration with ERP SD sales area Integration with ERP HR organizational model No integration in case of standalone CRM
Flexbility according to specific customer requirements
Master data objects exchanged between SAP ERP and SAP CRM:
Accounts, contacts Products
Conditions (basic price)
Recommendations for integration: leading systems, number ranges, etc.
Integration between SAP ERP NWBC and SAP CRM WebClient ERP NWBC CRM WebClient
Rendering of complete CRM WebClient in NWBC Entry level: CRM activity, e.g. Lead
CRM WebClient ERP NWBC
ERP SAP GUI transaction running in CRM WebClient frame Entry level: ERP transaction
Agenda
SAP Best Practices Overview
Implementation Approach
Tools
SAP Best Practices for CRM
PT Nippon Indosari selects SAP Best Practices
Based Package
Challenges and Opportunities
Business Process integration and efficiency
Management reporting Database centralized
Objectives
Streamline business processes and increase productivity
Make the business more transparent Develop a system that can scale with the company
Implementation Highlights
Implementation was completed in 20 weeks
Why SAP
Strong references with similar projects and SAP’s reputation in the consumer goods industry
SAP offers the rich functionality that can address the full range of business processes
Benefits
Pre-configured solution made the implementation faster
Full integration of supply chain and use of a full range of logical and analytical capabilities
Information is accurate, reliable and available in real-time
Enabled more analytics for decision making
PT Nippon Indosari Corpindo
Location: Bekasi, Indonesia Industry: CPG
Products and Services: Baked Goods Employees: 760
Web Site: www.sariroti.com SAP Solutions and Services: SAP Business All in One®, SAP Best
Practices
Partner: Metrodata e-Bisnis
“The benefits in terms of lowering costs, increasing revenues and IT strategy we reap from SAP will be significant and bring Nippon Indosari to a new level of success”
Alex Honki Project Manager
PT Nippon Indosari Corp.
WEG China selects SAP Best Practices Based
Package
Challenges and Opportunities
Users were not using any ERP solution prior to SAP
Very short implementation period
Objectives
Rapid SAP Implementation
Provide all business departments with an integrated application
Use best industry practices
Implementation Highlights
Implementation completed in 3 months
Why SAP
Market expertise
Availability of a SAP Best Practice package
Company’s headquarter is implementing SAP
Benefits
The SAP Best Practices package enabled the customer to have a prototype within a very short time. Only minor modifications were necessary to complete the system configuration.
WEG China
Location: Nantong, China Industry: IM&C
Products and Services: Motors Employees: 600
Web Site: www.weg.net
SAP Solutions and Services: SAP ERP®, SAP Best Practices Partner: hartung:consult
“We would never have expected that it is possible to implement a full scale SAP solution in such a short time.” Fernando Lima
Project Manager WEG Nantong
QUICK FACTS
Cereal Comércio selects SAP
®
Best Practices
Based Package
Challenges and Opportunities
Transparency of the business’ cash flow
Financial controls and reporting Inventory control, production control and associated costs
Objectives
Achieve operational excellence Improve operational efficiency
Reduce cost and improve productivity Better reporting and analytics
Implementation Highlights
Full implementation in less than 8 weeks
Total initial cost below US$ 200K More than 90% SAP Best Practice Baseline Brasil used out of the box
Why SAP
Proven, robust enterprise resource planning (ERP)
Support to quickly deploy business operations and processes
Benefits
The implementation has provided Cereal Comercio with total control of purchasing, inventory, production, sales and finance
SAP solution supports every stage of manufacturing and distribution
processes from goods receipt through production, to the completion of the sales process.
Cash flow – in addition to the standard cash flow feature in SAP, Cereal has developed “the inventory/cash flow”, a new way to asses the impact of goods movement in relation to the financial timeline.
Cereal Comércio
Location: Rio Verde-GO, Brazil Industry: Consumer products, Mill products
Products and Services: Soy and Derivates, Warehouse services Revenue: US$100 million Employees: 100
Web Site: www.grupocereal.com.br SAP®Solutions and Services: SAP® Business All-In-One, SAP Best Practices Partner: Inove Soluções
“The SAP Best Practices based solution has proven to be the fastest way to address our business issues. The
project challenge of going from ‘Zero‘ to Live in less than 8 weeks was completed by our Partner, Inove Soluções with excellent results.”
Evaristo Jr. CEO
QUICK FACTS
Mikro+Polo d.o.o. selects SAP
®
Best Practices
Based Package
Challenges and Opportunities
Lack of executive visibility Financial controls and reporting
Accessibility of the right data at a given moment
Objectives
Improve operational efficiency Improve customer relationships
Respond rapidly to changing business requirements
Implementation Highlights
Full scope implementation completed in 23 weeks
Use of implementation tools Accelerated system and user documentation
Expedited customer learning Reduced the number of consulting days required
Why SAP
Industry specific best practices built-in Proven, robust enterprise resource planning (ERP)
Ability to tailor the final solution to growing or changing business needs Support for localized/country specific business practices
Benefits
Centralized data management and reporting
Fully-integrated business system
Mikro+Polo d.o.o.
Location: Maribor, Slovenia Industry: Wholesale
Products and Services: engineering, medicine and calibration laboratory products
Revenue: €10.3 million Employees: 70
Web Site: www.mikro-polo.si SAP®Solutions and Services: SAP®Business All-In-One solution, SAP Best Practices package Partner: itelligence d.o.o.
“We chose itelligence‘s itWholesale solution because we were determined to get an information system that will support and automate our business processes to the highest level possible. SAP was chosen based on that, due to the outstanding references and for being the system of choice of our most
important customers and suppliers.”
Selected industry best practices, that could
scale to meet future needs
Customer Success - Med-Health Companies
Rapid deployment within 10 weeks using SAP Best Practices-based SAP
Business All-in-One solution
Med-Health Companies, a
leading medical products
distributor, adopted SAP
All-in-One solution implemented
by Ki Solutions
Med-Health, needed to ramp their systems with extensive functionality tailored for Pharmaceutical and
Wholesale Distribution Management, to go-live with their web based distribution business for medical supplies
Rapid deployment within 10 weeks with very
limited staff to sustain operations
SAP All-in-One solution based on SAP Best
Practices with industry standard
infrastructure helped establish credibility with
customers and partners
Customer Success - Polyglass
Cost-effective deployment for midsize company using SAP Best
Practices-based SAP Business All-in-One solution
POLYGLASS, a leading
manufacturer of modified
bitumen roofing, implemented
SAP All-in-One partner solution
EDGE
TMfrom Technology
Solutions Company (TSC)
Polyglass was looking to apply for ISO certification and was interested in a solution that would address the detailed documentation and business process procedure requirements. SAP All-in-One was the only solution that could deliver these requirements
Cost-effective deployment time-line met
expectations
“Laying a foundation for future innovations
that will follow”
Andy Hastings, COO, USAExtensive documentation of business
process and procedures to support ISO
certification
Implementation Acceleration:
Average implementation time was
4.2 months for over 20 sample
projects in US and Latin America in
2006.
Reduce consulting and customer
project resources by an average of
50%.
Reduce total implementation time
by an average of 32%.
Meeting customer needs:
On average, deliver a 72% match to
customer requirements
1Worldwide studies have proven the value of
SAP Best Practices
15 150 375 1045 0 200 400 600 800 1000 1200 PLM IT CRM/BI SCM, SRM ERP 15 65 436 195 30 400 2250 3345 0 1000 2000 3000 4000 CRM/BI PLM IT ERP SCM, SRM Median Arithmetic Mean n = 51
Time Reduction (person hours)
Cost Reduction ( in 1000 Euros)
“Without SAP Best Practices,
the project would have been
more complex. The overall
project was speedier.”
21Results of a 2006 - 2007 SAP survey among customers who
