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MonsantoOnline Orderingusing Web Channel
SAP CRM Implementation Overview
October 8 – 9, 2007
SAP AG 2007 / 2
Overview
Overview
SAP AG 2007 / 3
Current High Level Services Flow at Monsanto
Retrieve Product Hierarchy -Owner: IRD??
Retrieve Customer Hierarchy -Owner: IRD?
Update Allocation - Owner:DFS
Retrieve Product Availability -Owner: FS
Create/Update Dealer Order -Owner: FS
Retrieve Dealer Order - Owner:FS
Retrieve Dealer Order List -Owner: FS
Retrieve Allocation - Owner:DFS
Retrieve Dealer Agreement -Owner: IRD??
Retrieve Grower OrderSummary - Owner: ECG
Retrieve Grower Order Detail -Owner: ECG
Retrieve Grower Order List -Owner: ECG
SeedTrakGUIApplication
Internet DMZ Internal Network
WebServices
Farmsource
ECG
Gateway GUI
CDW
IRD
WebMethods
DFS
Preliminary Validation -Owner: ECG
* *
Browser
Retrieve Customer OrderSummary(COS) - Owner: FS
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JCO
SAP R/3, 46cCustom RFCs that provide all services with
functionality
SAP AG 2007 / 4
Monsanto – To be Model
Move from multi step ordering process to a single step orderingprocess.
Move from Action to Intelligent Portals utilizing EP whileleveraging E-Commerce tool sets of SAP CRM for orderingactivities.
Consolidate data components from multiple systems into asystem that can leverage out of box functionality for additionalattributes as enablers for above options.
Build base for Customer centric processes to expand onBusiness initiatives.
SAP AG 2007 / 5
Monsanto – Key Business Requirements
Real Time availability info online (ATP and Allocation) forProduct Listing, OrderingSupply (Allocation consumption on save) - tight supplyPeak ordering is during AllocationOrdering is at Grower level, but in-house order maintenanceupdate at Dealer Level (consolidated level) – includes
Substitutions,TransfersDirect Ship OrdersReturns
SAP AG 2007 / 6
Monsanto – Other Key Considerations
Design considerations using CRM for FY’09 startup shouldfacilitate the next project (s)
Customer Interaction CenterOthers that evolve as our roadmap is finalized.
R/3 4.6c will be upgraded to ECC version xx in the spring of 2009.
Any design proposals should be re-usable from an E-orderingand system-system (B2B xml, web services) perspective
Dynamic product listing/availability capabilities to be availablevia the product catalog.
SAP AG 2007 / 7
To be solution – Efficient Load Distribution
SAP AG 2007 / 8
To be solution – Monsanto – Option 1
SAP AG 2007 / 9
CRM E-Selling Architecture
SAP AG 2007 / 10
CRM E – Selling (B2B)
CRM E – Selling (B2B)
SAP AG 2007 / 11
The e-selling capabilities of CRM 5.0 enable the completesales process to run on the Internet.
Personalized, interactive, enables an end-to-end order-to-cashprocess.
E-Selling
SAP AG 2007 / 12
Shopping basket management:Create orderCreate quotationCreate order templateSave shopping basketMultiple process types for a Web shopContract Management
Catalog:Product CatalogCustomer specific catalog viewsSearch and Attribute SearchAvailability check
Available-to-promise check:SAP ERPSAP Advanced Planner & Optimizer
Ordering with E-Selling
SAP AG 2007 / 13
Real-time online validation of allorder-related data, for example:
Business partnerCustomer’s credit limitCredit card authorization
Partner-Product Relation:Customer specific catalog viewsPartner Product relationship
Add notes:For whole basketFor line items
Define delivery dates:For whole basketFor line items
Ordering with E-Selling
Change ship-toaddress and deliverydate per item
Header notes
Line item notes
SAP AG 2007 / 14
Ordering with E-Selling
Other Features:Payment Methods (Credit card, Invoice, Cash on Delivery)Delivery PriorityRelevant Shipping ConditionsOrder Confirmation (In Web shop, via e-mail)
SAP AG 2007 / 15
Online Validation
Real-time online validationof:
Business partnerProductsShip-to addressSales organizationMinimum order quantityCustomers’ credit limitCredit card authorizationContract ValidationContract Item validationBusiness Partner HierarchyCatalog views, PPR
Credit card authorization:Via generic payment cardinterfaceCertified solutions from softwarepartners available
SAP AG 2007 / 16
Order and Quotation Management
Business partner hierarchy:Business partner hierarchy enables users to create orders,quotations, and so on for other Business partners in thehierarchyFor example companies that are related to each other (maindealer and its branches) can create order for companies in thehierarchy . Suited for modeling Dealer to Grower relationship.
SAP AG 2007 / 17
Contracts
The B2B Web shop supports contract release orders basedon CRM sales contracts:
Quantity contractsValue contractsContracts containing one or more products grouped by a partnerproduct range
The customer can access:List of contracts for a sold-to partyList of contract itemsList of products of a contract itemBusiness attributes of contract items
SAP AG 2007 / 18
In the catalog-specific customer contract, data can bedisplayed in addition to product details(for example, prices, lead times, target values, and quantities).
When ordering products, the corresponding contractnumbers and items are transferred to the shopping basket,allowing for release orders from contracts.
Contracts
SAP AG 2007 / 19
Contracts: Benefits
Customers have the relevant information right onhand when they need it.
Immediate update of contract information isavailable when ordering a product.
A contract can be used as a template for creatinga new order, quotation, or order template.
SAP AG 2007 / 20
Marketing : Accessories in Product Catalog
SAP AG 2007 / 21
Marketing : Cross Selling / Up Selling
SAP AG 2007 / 22
Status Check
Online status check providing up-to-date information on:OrdersQuotationsOrder templatesInvoicesCredit memosDown paymentsAuctionsSchedule lines (with APO)Back orders
Order trackingInterface to external logistics providers (for example, UPS and FedEx)
SAP AG 2007 / 23
Document Search
Enhanced generic search framework:General enhancements– Multi-line result lists– Maximum hits restriction– Usage of Java basket as back-end
New objects using the framework– Search for contracts– Search for invoices from SAP ERP– B2C scenario
Documentation of the framework integrated into the generalE-Commerce extension guide
SAP AG 2007 / 24
CRM – R/3 integration
CRM – R/3 integration
SAP AG 2007 / 25
Standard Scenario
SAP AG 2007 / 26
Scenario - X
SAP AG 2007 / 27
Scenario - Y
SAP AG 2007 / 28
Scenario – X+Y
SAP AG 2007 / 29
Scenario – Z
SAP AG 2007 / 30
Available-to-Promise (ATP) Check
ATP check with SAP R/3:Snapshot of current stockTemporary reservation
ATP check with SAP APO:Global, multisite, real-time ATPwith temporary reservationRule-based, multilevel ATP– Alternative locations– Alternative products (substitutes)
ATP requestATP request
+30
-10
+10
Make
ConfirmationConfirmation
Global, multisite, real-time ATPRule-based, multilevel ATP
Alternative locationsAlternative products
Integrated with production planningChecks against actualproduction planConsidering capacity constraints
Integration of legacy systems
SAP AG 2007 / 31
Scenario A and ATP
The following availability check scenarios are possibleDelayed availability check
Carry out the availability check after the replication of the order in the R/3system. There, the check can occur in the R/3 system or against SAP APO.The confirmed quantities are determined by the R/3 system after thetransfer and replicated to the CRM server with the reply.
Availability information in the CRM server against APOYou only collect an availability information from APO without reservingquantities. After the transfer to the R/3 system, the availability checkagainst APO occurs there and the corresponding quantities are reserved.The confirmed quantities are transferred to the CRM server
Availability check from SAP CRM in SAP R/3During the availability check from SAP CRM, the system always checkswith the standard item category according to SAP R/3 Customizing. Anitem category which differs in SAP CRM is not taken into account for thecheck. The confirmations are sent from the CRM server to the R/3 systemand copied there. The requirements are written by the R/3 system and theschedule line numbers are mapped between CRM server and R/3 system.
SAP AG 2007 / 32
Monsanto CRM E-Selling Processes
Monsanto Processes
SAP AG 2007 / 33
Monsanto Processes
Order Taking Process2 steps to 1 step – Grower Order / Dealer OrderGO order split (by Material) in DO
Availability Check/ Allocation / ReservationProduct AvailabilityAllocation / Reservation
Product CatalogDynamic Product ListingAvailability Check in catalog - COM_PCAT_ATP_CHECK, CRM_ATP_INFO_BADI
Product ReplacementDealer Product ReplacementMonsanto Initiated Substitutions
Other processesOrders from External systems
SAP AG 2007 / 34
Monsanto Processes – Gaps
Order Tracking ProcessGrower Order to Dealer Order RelationshipGrower Order details (split up) by Material by Dealer Order
Custom Availability checksAllocation / ReservationProduct reservation
Order ChangeInterdependent change of ordersProcess Optimization for Multi-Tasking of Grower Order
E-Commerce UI EnhancementsRemoving Frames from standard B2BAdding new process steps
SAP AG 2007 / 35
CRM Scope and Estimation
Scope and Estimation
SAP AG 2007 / 36
SAP CRM E-Commerce Solution Map
E-Marketing Catalog Management Content Management Personalization Email & WebCampaigns Store Locator
E-Selling Quotation & OrderManagement
Shopping BasketManagement Pricing & Contracts Interactive Selling &
Configuration Web Auctions Selling via Partners
E-Service KnowledgeManagement
Service OrderManagement Live Support Installed Base Complaints &
ReturnsBilling &Payment
Account SelfService
E-Marketing Catalog Management Content Management Personalization Email & WebCampaigns Store Locator
E-Selling Quotation & OrderManagement
Shopping BasketManagement Pricing & Contracts Interactive Selling &Interactive Selling &
Configuration Web Auctions Selling via Partners
E-Service KnowledgeManagement
Service OrderManagement Live Support Installed Base Complaints &
ReturnsBilling &Payment
Account SelfService
SAP Solution Map
In scope for current E-Commerce project at Monsanto
SAP AG 2007 / 37
Solution Map Approach
Enterprise Field Appl. E-Commerce Int.-Center Channel Mgmt.Marketing Sales Service CRM Analytics
Appl. Svc. Arch. & TechnologyLine-of-BusinessPerspective
Typical CRM approach
Helps to visualize, plan andimplement mySAP CRM
ChannelPerspective
SAP AG 2007 / 38
CRM Scope and Estimating
Enterprise Sales Product OverviewSales orders, quotations and contractsPricing and billingOpportunity and Pipeline ManagementIntegrated sales planning and forecastingAccount and Contact managementSales methodology and Sales AssistantTask and Activity managementSales analyticsOutlook/Notes Integration“Industry Solutions” = ICM, IPM, TPM, LAM, Pharma, Utilities, etc.
SAP AG 2007 / 39
CRM Scope and Estimating
Enterprise Sales and Service Roles and ResourcesCRM Project Manager– Project Management
CRM Sales/Service (Functional)– CRM Organizational Structure– CRM Master Data– CRM Transactional Configuration– Business Blueprinting
CRM Middleware (Technical)– Configuration and Master Data synchronization from ERP– Transaction data communication between CRM and ERP
CRM Tools (Technical)– CRM Business logic– CRM Flow logic– CRM Presentation logic– CRM User Exits
SAP AG 2007 / 40
CRM Scope and Estimating
Enterprise Sales and Service Roles and ResourcesCRM Basis/Systems (Technical)– Installation of Basis Systems (CRM, R/3 and other mySAP solutions)– System and component connectivity– System administration
IPC (Part Time - if needed)– Standard configuration of IPC– Development of Pricing User exits/Routines– Variant Product Configuration (if part of scope)
Portals (if People Centric CRM in scope)– Installation of Portal (EP)– System and component connectivity– System administration
CRM Analytics (if BW in scope)– Configure CRM Analytics Infocubes– Configure BW Custom Cubes
SAP AG 2007 / 41
CRM Scope and Estimating
Enterprise Sales and Service Questions/AssumptionsTop Questions for a High Level Estimate– Is Customer Is Organizationally Complex?– Multiple Back Ends?– Quotations or Order Management in Scope?– Configurable Products?– R/3 Version Is Lower Than 4.7?– Complex User Exits in Pricing?– Interfaces to Systems Other Than R/3 Is Required?– Multiple Languages Required?– Customer/Material Master Record in R/3 is Extended?– Large number of CRM Scenarios?– (Service) – Converting from SM?
Assumptions– If answer is ‘YES’ to one or two of the questions it becomes a “Medium
Complexity” project– If answer is ‘YES’ to three or more of the questions it becomes a “High
Complexity” project
SAP AG 2007 / 42
SAP CRM Technical framework
E-Commerce enhancement frameworkCustom process in order takingUI enhancements
CRM Post Processing Framework (PPF)Automated creation of Dealer OrderTrigger order change notifications
Middleware EnhancementInterdependent change orders
Cross System Lock DesignInterdependent change of orders
CRM BAdI frameworkBAdI in CRM Order, Availability Check, Pricing, etc.
CRM XIF AdaptersIntegration with external systems.
SAP AG 2007 / 43
CRM Scope and Estimating
Enterprise Sales and Service Project Durations
Low
(2-4+ weeks Post Live Support)
9+ Months **
5 Months **
3 Months **
Medium High
Project ManagerFunctionalMiddlewareBasisToolsIPCPortalsCRM Analytics
Resources
** - Does not include custom enhancements
SAP AG 2007 / 44
CRM Scope and Estimating
E-Commerce Product OverviewUser ManagementProduct Catalog ManagementInternet Pricing and Configurator (IPC)Shopping Basket/Order ManagementFulfillment and MonitoringMarketing and PersonalizationE-ServiceMulti-Channel InteractionAnalytics
SAP AG 2007 / 45
CRM Scope and Estimating
E-Commerce Project Roles and ResourcesCRM Project ManagerCRM Internet Application (Functional)– CRM Organization and Process configuration– CRM Master Data– CRM Business Process– CRM Contact Person/User registration and administration– CRM Product Catalog– CRM Internet Marketing– CRM Internet Customer Self Service– CRM IPC Pricing and Taxes– CRM IPC Product Configuration
CRM Middleware (Technical)CRM Internet Tools (Technical)– CRM Business logic– CRM Flow logic– CRM Presentation logic– Web development– IPC Pricing/Config User Exits
SAP AG 2007 / 46
CRM Scope and Estimating
E-Commerce Project Roles and ResourcesCRM Basis/Systems (Technical)IPC (if needed)CRM Analytics (if BW in scope)
SAP AG 2007 / 47
CRM Scope and Estimating
E-Commerce Questions/AssumptionsTop Questions for a High Level Estimate– Customer Is Organizationally Complex?– How many sales areas?– Quotations or Order Management in Scope?– Configurable Products?– R/3 Version Is Lower Than 4.7?– Complex User Exits in Pricing?– Interfaces to Systems Other Than R/3 Is Required?– Multiple Languages Required?– Customer/Material Master Record in R/3 is Extended?– Will Credit Card Validation be used?– Will an external tax package be used?
Assumptions– Low Complexity - little or no custom enhancements necessary; vanilla web design; ‘as is’
approach– Medium Complexity - web branding; business process & org. design; BW Integration;
complex order status– High Complexity - multiple languages; interfaces required; SSO Integration into existing
Portal; complex pricing; large data downloads; complex order entry processes
SAP AG 2007 / 48
SAP CRM Technical framework
E-Commerce enhancement frameworkCustom process in order takingUI enhancements
CRM Post Processing Framework (PPF)Automated creation of Dealer OrderTrigger order change notifications
Middleware EnhancementInterdependent change orders
Cross System Lock DesignInterdependent change of orders
CRM BAdI frameworkBAdI in CRM Order, Availability Check, Pricing, etc.
CRM XIF AdaptersIntegration with external systems.
SAP AG 2007 / 49
CRM Scope and Estimating
E-Commerce Project Durations
Low
(2-4+ weeks Post Live Support)
22+ Weeks**
18 Weeks **
12 Weeks **
Medium High
Project ManagerFunctionalMiddlewareBasisToolsIPCPortalsCRM Analytics
Resources
** - Does not include custom enhancements
Custom enhancements to webApplication – 16 weeksOrdering Process – 8 weeksAvailability /Allocation/ Reservation
– 6 weeksCross System Lock – 5 weeksPortal integration – 3 weeksNWDI processes – 5 weeks
Additional time for custom work:
SAP AG 2007 / 50
Portal / Channel Management
Portal / Channel Management
SAP AG 2007 / 51
SAP Customer Portal
Direct access to sales andservice applications
Single Sign-On
Full contact history of salesand service activities
Personalized productrecommendations
News and informationpushed to customers
Store locator
Online billing and payment
Personalization features
Access to live support
Administrative self-services
The Customer Portal provides a single point of access toE-Selling, E-Service, and Online Support and Self-Services
SAP AG 2007 / 52
Customer Portal : E-Commerce within a Portal
The Customer Portal provides a single point of access to E-Selling,E-Service, and Online Support and Self-Services.
SAP AG 2007 / 53
CRM Channel Management
CRM provides companies with a platform to managechannel partner relationships and enable partners to sellmore effectively – resulting in a more profitable indirectchannel
Partner Managementand Analytics
Channel Marketing
Channel Sales
Channel Service
Channel Commerce
Partner Portal
Channel Manager Portal
ChannelPartner
ChannelManager
Customer
SAP AG 2007 / 54
Channel Commerce – Overview
Incorporate channel partners into your e-commercestrategy and enable collaborative selling acrossorganizational boundaries:
Collaborative ShowroomDistributed Catalog and Content ManagementDistributed Order and Inventory ManagementHosted Partner Sites*Channel Commerce Analytics
* Future release
ChannelManager
ChannelPartner
Customer
SAP AG 2007 / 55
Channel Management : Lead Management
SAP AG 2007 / 56
Collaborative Showroom
SAP AG 2007 / 57
CRM Marketing
Marketing
SAP AG 2007 / 58
Marketing : Global Product Recommendation
SAP AG 2007 / 59
Marketing : Top n List
SAP AG 2007 / 60
Marketing : Personal Product Recommendation
SAP AG 2007 / 61
Marketing : Accessories
SAP AG 2007 / 62
Marketing : Accessories in Product Catalog
SAP AG 2007 / 63
Marketing : Cross Selling / Up Selling
SAP AG 2007 / 64
Marketing : Campaign in B2B Web Shop
SAP AG 2007 / 65
CRM Analytics
Analytics
SAP AG 2007 / 66
CRM Analytics
SAP AG 2007 / 67
Analytics : Customer Analytics
SAP AG 2007 / 68
Analytics : Product Analytics
SAP AG 2007 / 69
Analytics : Marketing Analytics
SAP AG 2007 / 70
Analytics : Sales Analytics
SAP AG 2007 / 71
Analytics : Service Analytics
SAP AG 2007 / 72
Analytics : Interaction Channel Analytics
SAP AG 2007 / 73
CRM Analytics : Architecture
SAP AG 2007 / 74
CRM Analytics : Methods – Measure
SAP AG 2007 / 75
CRM Analytics : Methods - Predict
SAP AG 2007 / 76
CRM Analytics : Methods - Plan
SAP AG 2007 / 77
CRM Analytics : Methods – Optimize
SAP AG 2007 / 78
Further Information
Online DocumentationSAP Help Portal http://help.sap.com/ > Documentation > mySAPBusiness Suite > SAP Customer Relationship Management
SAP Online Knowledge Products
SAP Service Marketplace http://service.sap.com/okp
SAP AG 2007 / 79
Q & A
Q & A