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Business Processes

Customer Relationship Management


Make to Order

Business Value

Overview Click here to see Key benefits

For midsize companies who sell customised or low volume products and are challenged by rising customer demands for service and value, this scenario streamlines the entire order-to-cash process.


Make to order

Overview

For midsize companies who sell customised or low volume products and are challenged by rising customer demands for service and value, this scenario streamlines the entire order-to-cash process.

You can become more profitable by responding efficiently to customer demand based on real-time availability information thereby growing revenue while decreasing cost of sales.

SAP Business ByDesign helps efficiently manage the order-to-cash process: From order management, planning production, and warehousing through to financial settlement.

Make to order

Key benefits

  • Product specifications allow companies to easily define and maintain individual customer requirements and product variants and is fully integrated to the end-to-end business process from sales order entry through supply planning, production and procurement to outbound delivery.
  • The product specification is a permanent document that can be used multiple times and thereby helps to reduce master data management effort.
  • The product carrying costs are reduced as over production or returns can be identified by the system and then reused to cover new specific customer demand.
  • Quality inspection is integrated with the production process.
  • Management of identified stock (batches, lots) or restricted inventory.
  • Automatic inventory valuation for raw materials, WIP, and finished products.
  • Scalable process for revenue recognition supporting different accounting principles.
  • Built in analytics enables a drill down to the profit and loss result alongside dimensions like products, customer groups and distribution channels.

Sell-from-Stock

Business Value

Overview Click here to see Key benefits

This scenario streamlines the entire order-to-cash process for midsize companies that sell from stock and wish to fulfil rising customer demands for service and value.


Sell-from-Stock

Overview

This scenario streamlines the entire order-to-cash process for midsize companies that sell from stock and wish to fulfil rising customer demands for service and value.

You can become more profitable by responding efficiently to customer demand based on real-time availability information thereby growing revenue while decreasing cost of sales.

SAP Business ByDesign helps efficiently manage the order-to-cash process: From opportunity management, and order fulfilment through to financial settlement.

Sell-from-Stock

Key benefits

  • Sales assistant function to best convert opportunities into business
  • Automatic quote and order generation, processing and flexible pricing management
  • The product availability check ensures reliability and accuracy of the confirmation data by checking customer requirement against the stock on hand and the product supply situation
  • Integrates operational processes with master data to ensure consistency between orders, shipments and invoicing
  • Scalable process for revenue recognition supporting different accounting principles
  • Built in analytics enables a drill down to the profit and loss result alongside dimensions like products, customer groups and distribution channels

Drop Shipment

Business Value

Overview Click here to see Key benefits

This scenario streamlines the entire order-to-cash process for midsize companies that authorise their suppliers to ship directly to customers.


Drop shipment

Overview

This scenario streamlines the entire order-to-cash process for midsize companies that authorise their suppliers to ship directly to customers.

You can become more profitable by responding efficiently to customer demand based on proven processes to manage drop shipments.

SAP Business ByDesign helps to manage the drop shipment process efficiently - from drop-ship order management via supplier and customer invoicing through to financial settlement.

Drop shipment

Key benefits

  • Drop shipment reduces overall supply chain costs by eliminating duplication of effort because only one warehouse picks, packs, and ships the product
  • SAP Business ByDesign supports all required process steps to execute and monitor the drop shipment process
  • Automatic quote generation, processing and flexible pricing management
  • Integrates operational processes with master data to ensure consistency between orders, shipments, and invoicing
  • Scalable process for revenue recognition supporting different accounting principles
  • Built-in analytics enables a drill-down to the profit and loss result alongside dimensions like products, customer groups, and distribution channels.

Marketing-to-Opportunity

Business Value

Overview Click here to see Key benefits

This scenario helps midsize companies – for whom the conversion of leads into opportunities is essential – to control marketing and sales processes to shorten the sales cycle.


Marketing-to-Opportunity

Overview

This scenario helps midsize companies – for whom the conversion of leads into opportunities is essential – to control marketing and sales processes to shorten the sales cycle.

SAP Business ByDesign supports you from the market development, campaign management, lead generation, and lead qualification phases, through to the opportunity creation phase.

You can execute targeted campaigns to generate more leads, shorten the lead cycle, improve the conversion rate into opportunities, as well as reduce the cost of sales and marketing.

Marketing-to-Opportunity

Key benefits

  • Capturing, monitoring, storing, and tracking information relating to customers, prospects, and partners to optimise contact management, account planning, market segmentation, and relationship management
  • Campaign management and response handling to allow follow-up activities
  • Streamlined lead and opportunity management to support the end-to-end scenario
  • Managing forecasts to ensure the fulfilment of sales quotas
  • Groupware integration to synchronise e-mails and capture campaign responses, calendar entries, business partner data, and tasks with Microsoft Outlook
  • Built-in analytics and reporting lead funnel, opportunity pipeline, and win-loss analysis

Customer Return Management

Business Value

Overview Click here to see Key benefits

This scenario streamlines the customer returns management for mid-sized companies.


Customer Return Management

Overview

This scenario streamlines the customer returns management for mid-sized companies.

SAP Business ByDesign supports the entire customer returns management cycle - from delivery notification and the physical product return through to payment based on a credit memo.

You can increase customer loyalty with efficient returns processes.

Customer Return Management

Key benefits

  • Well-managed returns can translate into sales opportunities
  • Tracking allows companies to stay on top of each return by monitoring its logistics and refunding status, and the corresponding logistics and financial documents
  • Better transparency, enabled by adherence to applicable business rules, allows you to provide accurate information for customer queries
  • By identifying the reasons for returns, quality is improved
  • Using return sales rate reports that show the return rate for each month of the current year helps you to monitor quality levels

Selling and Managing Contracts

Business Value

Overview Click here to see Key benefits

This scenario enables service contracts to be offered to customers. This is applicable for companies that may be dedicated to the managed service business, or for companies that may provide contracts after the sale of a product or project.


Selling and Managing Contracts

Overview

This scenario enables service contracts to be offered to customers. This is applicable for companies that may be dedicated to the managed service business, or for companies that may provide contracts after the sale of a product or project.

This enables a long term revenue stream and consistent relationship with the customer.

Examples of managed services include software as a service, telecommunication services, meeting hosting services, etc.

Support contracts are offered in many industries and for many types of services.

Selling and Managing Contracts

Key benefits

Selling and Managing contracts in SAP Business ByDesign

  • Contributes to new revenue streams from managed service operations and support activities
  • Manages all aspects of the contract through creation, service provisioning, renewal and cancellation, invoicing, and financial consistently to ensure the operating efficiencies.
  • Avoids off-line contract management and information silos by this being a standard part of the business systems.
  • Provides complete profitability analysis of contracts so that their future pricing and Service Level Agreements can be managed for profitability.
  • Provides a continued relationship with the customer for service which can help increase loyalty and provide stability to financial flows for the company.

Selling Standardised Services

Business Value

Overview Click here to see Key benefits

For midsize companies selling professional services, this process aligns customer relationship management, service delivery with financial and management accounting.


Selling Standardised Services

Overview

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 fulfilment through to settlement of invoices.

Selling Standardised Services

Key benefits

  • 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.