SAP CRM Service Manager. Ivan Mirisola Outubro 2014

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1 SAP CRM Service Manager Ivan Mirisola Outubro 2014

2 Typical Day in Mobile Field Service Customer Reports a problem by internet, or phone Service Request/Order is created & pertinent info is included Dispatch assigns the order based on skill availability, proximity, etc Downloads day of orders with priority; then updates status Look up relevant customer, part and equipment data Performs service creates any additional service orders if needed 7 8 Create confirmation: signature, expenses and labor, parts, etc. Marks service order complete to generate invoice/billing By 2012, the percentage of technicians with wireless access to formal packaged field service management solutions will increase from 12% to 40%. Source: Gartner May 2009 Magic Quadrant for Field Service Management 2011 SAP AG. All rights reserved. 2

3 Key Field Service Mobility Trends User and Application Diversity FIELD TECHNICIANS ENTIRE FIELD WORK FORCE OFFICE STAFF CUSTOMERS Service Order Management Inventory Management Warranty Tracking Condition Monitoring Inspections Asset Auditing Approvals Management Procurement KPI and Scorecard Dashboards IT Ticketing Expense management Appointment scheduling and tracking Account mgmt Loyalty programs Payments and purchasing Product search & reordering 2011 SAP AG. All rights reserved. 3

4 Key Field Service Mobility Trends Device Diversity Device Diversity and Complexity is Intensifying Different user groups demand devices most suitable for their purpose Intense competition is leading to ever-shrinking product cycles Cross-platform application development, support and maintenance are becoming major TCO drivers 2011 SAP AG. All rights reserved. 4

5 Key Field Service Mobility Trends Application Complexity Integration with multiple systems Multi-network support Location awareness Multiple workflows Web-browsing Streaming media Embedded applications Multi-touch Peripheral integration Multi-factor authentication Electronic inspection form Automatic time tracking Integration with native device apps Voice File attachments 2011 SAP AG. All rights reserved. 5

6 High Level Scope and Pre-requisites

7 SAP Mobile EAM and Field Service solutions will transform your business ECC SAP Work Manager SAP Inventory Manager SAP Rounds Manager CRM SAP CRM Service Manager Asset Management Complete work orders and capture all relevant data Access to asset location, repair history, work order details, materials needed Create Notifications or Work Orders on the spot CATS - time & attendance Guided workflow Material Management Speed receipt and back-order reporting to-and-from shipping/receiving Perform physical and cycle counts quickly Check availability of materials while on-thejob Accept & distribute incoming materials by PO Condition Monitoring Take measurements and readings Historic standards and safe ranges Generate notifications on-the-spot Trend readings, points and sequences to avoid emergencies and outages Field Service Manage service orders and create confirmations View, look up, update and transmit Record status, materials, problems, actions, expenses, customer signatures and more View all relevant customer data 2011 SAP AG. All rights reserved. 7

8 Empowering the field service workforce SAP CRM Service Manager Click to see the demo Keep your customers happy while increasing service profitability Business Value Improve first-time problem resolution Streamline communications between field & office Meet SLA compliance Lower inventory carrying cost and wasted travel Increase customer satisfaction and revenue Minimize lost revenue and shorten billing cycles SAP s industry leading mobile app for service order management to get the job done right Uses Cases Enables workers to manage service orders and create confirmations with signature capture Record status, materials, problems, actions, expenses, customer signatures and more View customer data, equipment, install base listings, entitlements, contracts & service history Vehicle stock management Leverage GIS/GPS for directions SAP insights and references Field generated work orders have risen from less than 2% of the total work order volume to 14% - tracking hidden work and leading to increased customer billings (and also improved contract retention) 2011 SAP AG. All rights reserved. 8

9 Delight customers and increase profitability SAP CRM Service Manager Android Apple Windows 2011 SAP AG. All rights reserved. 9

10 SAP CRM Service Manager 4.0 UX enhancements: Optimized navigation, UI simplification, and standard screen layouts Additional language support: o German, Italian, Japanese, Korean, Russian, Simplified Chinese, Spanish, Portuguese, and French Single sign-on Attachment support: Upload and download Support for Windows 7 and 8 (WPF client) Windows 8 classic view only; touch-enabled Calendar support Maps and directions Nonorder ibase support Confirmation enhancements Survey support Sample Screens Shown on Android and ipad Tablets Delivered on SMP SAP AG. All rights reserved. 10

11 SAP CRM Service Manager in 2014 SM 4.1 (Q2 2014) MRS Integration Certified on SMP 3.0 SM 4.2 (Q4 2014) Service Order Creation GIS Integration (ESRI/Google) Vehicle Stock Enhancements ibase Enhancements Public SAPPHIRE 2014 Delivered on SMP 3.x This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement SAP AG. All rights reserved. 11

12 SAP CRM Service Manager in 2015 SM 4.3 (Q2 2015) Predictive Service User Preferences & Personalization SM 5.0 (Q4 2015) Hana Cloud Platform (HCP) Support Public SAPPHIRE 2014 This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement SAP AG. All rights reserved. 12

13 Agentry on the SAP Mobile Platform Agentry Test Environment (ATE) SAP Mobile Platform (SMP) SDK Clients Agentry Editor IDE Agentry Administration Internet SAP Business Suite SAP Mobile Platform (SMP) Mobile Add-on 2011 SAP AG. All rights reserved. 13

14 SAP CRM Service Manager Architecture Solution Highlights SAP CRM Service Manager: Access SAP CRM Services Extending the CRM Service features to mobile domain Caching of data for offline access Customer specific enhancements Agentry Server What is included Agentry Server Agentry client on several mobile platforms ABAP add-on Implementation Services SAP Add-On Customer Value Time 2 value Low TCO Quick Return on investment SAP CRM Scope dependent pricing 2011 SAP AG. All rights reserved. 14

15 SAP CRM Service Manager System Architecture Agentry Editor allows for easy mobile application development & management Bluetooth (PAN) Network (LAN) Device Diversity FIREWALL WAN SAP CRM Admin Module Standard BAPIs exchange data Application Mgmt Security TCP/IP Wireless LAN Wireless WAN Satellite Adaptive Communications Communication Dial-Up Docking Cradle IRDA Multiple System Integrations SAP CRM Service Manager Administration Module Packaged ABAP Add-on In SAP namespace no interference View, modify and configure mobile Two components: system monitor and configuration panel 2011 SAP AG. All rights reserved. 15

16 Why SAP Consulting SAP Consulting First level Second level Third level 12,000 consultants worldwide Consultants with special SAP Mobility expertise Consultants located all over the world, in every region Why SAP Consulting Product and solution experts SAP knows SAP software best Deep process knowledge and translation of processes to standard software Best use of own SAP product close to standard, which gains release sustainability and protection of investment 2011 SAP AG. All rights reserved. 16

17 Benefits of SAP Consulting Sales Support Sales support via single point of contacts in every market unit Various deployment possibilities Presales customer experience Delivery Experience in lean, fast implementation leveraging a quick time to value implementation methodology Service offering developed based on customer experiences Numerous satisfied customers of SAP CRM Service Manager mobile application Direct access to sales, development, and support organizations the global skills, information networks, and resources of SAP 2011 SAP AG. All rights reserved. 17

18 Obrigado

19 2011 SAP AG. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli und Informix sind Marken oder eingetragene Marken der IBM Corporation. Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern. Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken von Adobe Systems Incorporated in den USA und/oder anderen Ländern. Oracle ist eine eingetragene Marke der Oracle Corporation. UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc. HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java ist eine eingetragene Marke von Sun Microsystems, Inc. JavaScript ist eine eingetragene Marke der Sun Microsystems, Inc., verwendet unter der Lizenz der von Netscape entwickelten und implementierten Technologie. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork und weitere im Text erwähnte SAP-Produkte und - Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern. Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius und andere im Text erwähnte Business-Objects-Produkte und Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Business Objects Software Ltd. Business Objects ist ein Unternehmen der SAP AG. Sybase und Adaptive Server, ianywhere, Sybase 365, SQL Anywhere und weitere im Text erwähnte Sybase-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen der SAP AG. Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen. Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mit ausdrücklicher schriftlicher Genehmigung durch SAP AG gestattet SAP AG. All rights reserved. 20