Scenario/Processes Scenario - PowerPoint Presentation

1. Scenario/ProcessesScenario ExplorerOpen LegendScenario DescriptionThe following business roles are involved in this scenario:Click process chevrons for detailsThe Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided:Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contractInvoice schedules for contract itemsGeneration of standard contracts from sales orders, using contract templatesPrice agreements for items sold on a time and material basisThis scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in Financial Management.Sales/Customer Service RepresentativeService PerformerAccounts Receivablbes AccountantService Planner/DispatcherCustomer Contract Management Scenario OverviewCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractExecuting ServicesProcessing Receivables and PaymentsConfirming Service ExecutionCreating Customer InvoicesExpense ReimbursementProcure-to-Pay (Services)Request-to-ResolveCreating a Sales OrderBusiness ValueScenario FlowFurther Information

2. Scenario/ProcessesScenario ExplorerScenario DescriptionThe following business roles are involved in this scenario:Click process chevrons for detailsThe Customer Contract Management business scenario enables you to create and manage contracts related to services in the framework of your support entitlements or managed services. In addition, the following features are provided:Seamless integration with service request and service confirmation processing, allowing you to fulfill and confirm services carried out for a contractInvoice schedules for contract itemsGeneration of standard contracts from sales orders, using contract templatesPrice agreements for items sold on a time and material basisThis scenario incorporates business functions from related areas that directly support service delivery for contracts, such as processing due items and payments in Financial Management.Sales/Customer Service RepresentativeService PerformerAccounts Receivablbes AccountantService Planner/DispatcherCustomer Contract Management Scenario Overview<Role Name><Role Name>LegendProcess mainly driven by the userProcess mainly driven by the systemManual process not supported by the systemProcess that communicates with third-party software (mouse-over for details)Process with relevance to FinancialsRelated scenarioInfo button with more informationClose LegendBusiness ValueScenario FlowFurther InformationCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractExecuting ServicesProcessing Receivables and PaymentsConfirming Service ExecutionCreating Customer InvoicesExpense ReimbursementProcure-to-Pay (Services)Creating a Sales OrderRequest-to-Resolve

3. Scenario/ProcessesCustomer Contract Management Process Details: Creating a Sales OrderScenario ExplorerProcess DescriptionClick process chevrons for detailsThe Creating a Sales Order business process enables you to create a sales order with fixed terms and price conditions when a customer orders products or services. You enter the necessary details in the order such as the account, the products or services, the requested date, and customer information as additional text. If a contract is to be sold , for example together with a physical product as a warranty extension or a maintenance contract, you can enter a specific item into the sales order. From this item, a contract is generated automatically using a contract template. Optionally, the sales order can then be approved.Further InformationIn the Work CenterSales OrdersPerformed bySales/Customer Service RepresentativeCreating a Sales OrderCreate a sales orderXiApprove a sales orderiBusiness ValueScenario FlowFurther InformationCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractExecuting ServicesProcessing Receivables and PaymentsConfirming Service ExecutionCreating Customer InvoicesExpense ReimbursementProcure-to-Pay (Services)Request-to-Resolve

4. Creating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Sales OrderScenario/ProcessesCustomer Contract Management Process Details: Creating a Customer ContractScenario ExplorerProcess DescriptionClick process chevrons for detailsIn the Creating a Customer Contract business process, you create a customer contract for services, expenses, or entitlements. This can be done on the basis of a contract template whose data is copied to the new contract. If a contract is sold via a sales order, a contract template is mandatory. Or you enter details manually such as start and end dates, renewal and cancellation rules, service level, and the service, expense, or entitlement you are selling. When an account requires support and a service request is created, the system checks if the affected product in the service request is covered under contract, and relevant information such as service levels are then taken into account. Contract items sold on time and material basis are later processed using standard service confirmation functions.Cancellation and renewal of items are handled according to rules that you define in the contract. Further InformationIn the Work CentersService EntitlementsSales OrdersPerformed bySales/Customer Service RepresentativeCreating a Customer ContractCreate a contractXiBusiness ValueScenario FlowFurther InformationExecuting ServicesProcessing Receivables and PaymentsConfirming Service ExecutionCreating Customer InvoicesExpense ReimbursementProcure-to-Pay (Services)Request-to-Resolve

5. Scenario/ProcessesCustomer Contract Management Process Details: Executing ServicesScenario ExplorerProcess DescriptionClick process chevrons for detailsIn the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center.Expense ReimbursementFurther InformationPerformed byService PerformerProcure-to-Pay (Services)Request-to-ResolveExecuting ServicesExecute a serviceTravel to a service locationXiiBusiness ValueScenario FlowFurther InformationCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcessing Receivables and PaymentsConfirming Service ExecutionCreating Customer Invoices

6. Scenario/ProcessesCustomer Contract Management Process Details: Confirming Service ExecutionScenario ExplorerProcess DescriptionClick process chevrons for detailsThe Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times. This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract. Further InformationPerformed byService PerformerIn the Work CentersService EntitlementsSales OrdersExpense ReimbursementConfirming Service Execution- With a Service ConfirmationDocument work, track actuals and release a service confirmationXiClick here to display process variantsBusiness ValueScenario FlowFurther InformationCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcure-to-Pay (Services)Request-to-ResolveExecuting ServicesProcessing Receivables and PaymentsCreating Customer Invoices

7. Expense ReimbursementConfirming Service Execution- With a Service ConfirmationDocument work, track actuals and release a service confirmationiClick here to hide process variantsCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcure-to-Pay (Services)Request-to-ResolveExecuting ServicesProcessing Receivables and PaymentsCreating Customer InvoicesScenario/ProcessesCustomer Contract Management Process Details: Confirming Service ExecutionScenario ExplorerProcess DescriptionClick process chevrons for detailsThe Confirming Service Execution business process enables the service performer to complete the job, after executing the service, by creating a service confirmation directly from the contract to report back actual times. This service confirmation is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality.After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Financial Management. For fixed price services, where there is no service confirmation, completion is confirmed directly in the customer contract. Further InformationPerformed byService PerformerIn the Work CentersService EntitlementsSales OrdersConfirming Service Execution – With a ContractBusiness ValueScenario FlowFurther InformationX

8. Scenario/ProcessesCustomer Contract Management Process Details: Creating Customer InvoicesScenario ExplorerProcess DescriptionClick process chevrons for detailsIn the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices. Creating Customer InvoicesXRelease an invoiceTransfer invoice requestsiiFurther InformationPerformed byAccounts Receivables AccountantInvoicing ClerkIn the Work CentersCustomer InvoicingExpense ReimbursementBusiness ValueScenario FlowFurther InformationCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcure-to-Pay (Services)Request-to-ResolveExecuting ServicesConfirming Service ExecutionProcessing Receivables and Payments

9. Scenario/ProcessesCustomer Contract Management Process Details: Processing Externally-Initiated Payments Scenario ExplorerProcess DescriptionClick process chevrons for detailsThe Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer.Further InformationPerformed byAccounts ReceivablesAccountantIn the Work CentersReceivablesPayment ManagementLiquidity Management XProcessing Externally-Initiated Payments by Incoming Bank TransferClear a paymentAllocate a paymentProcess a bank statementEnter a remittance adviceiiiiClick here to display process variantsXBusiness ValueScenario FlowFurther InformationExpense ReimbursementCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcure-to-Pay (Services)Request-to-ResolveExecuting ServicesConfirming Service ExecutionCreating Customer Invoices

10. Scenario/ProcessesCustomer Contract Management Process Details: Processing Externally-Initiated Payments Scenario ExplorerProcess DescriptionThe Processing Externally-Initiated Payments by Incoming Bank Transfer business process enables customer invoices, for which payment is initiated externally, to be paid by bank transfer.Further InformationPerformed byAccounts ReceivablesAccountantIn the Work CentersReceivablesPayment ManagementLiquidity Management Processing Externally-Initiated Payments by Incoming CheckProcessing Externally-Initiated Payments by Incoming Check with LockboxProcessing Externally-Initiated Payments by Multiple Incoming ChecksProcessing Incoming Payments by Bill of ExchangeProcessing Incoming Payments with Petty CashProcessing Internally-Initiated Payments by Credit CardProcessing Internally-Initiated Payments by Direct DebitProcessing Receivables and Payments with Accounts MaintenanceiiiiiiiiClick process chevrons for detailsBusiness ValueScenario FlowFurther InformationXProcessing Externally-Initiated Payments by Incoming Bank TransferClear a paymentAllocate a paymentProcess a bank statementEnter a remittance adviceiiiiClick here to hide process variantsExpense ReimbursementCreating Down Payment Request - CustomerProcessing Receivables and PaymentsCreating a Customer ContractCreating a Sales OrderProcure-to-Pay (Services)Executing ServicesConfirming Service ExecutionCreating Customer InvoicesRequest-to-ResolveX

11. Scenario/ProcessesCustomer Contract Management Process Details: Creating Down Payment Request - CustomerScenario ExplorerProcess DescriptionClick process chevrons for detailsThe Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed. The sales representative creates and releases a down payment request for this purpose. Further InformationIn the Work CenterCustomer Invoicing Performed bySales/Customer Service RepresentativeProcure-to-Pay (Services)Expense ReimbursementBusiness ValueScenario FlowFurther InformationCreating a Customer ContractCreating a Sales OrderExecuting ServicesConfirming Service ExecutionCreating Customer InvoicesRequest-to-ResolveProcessing Receivables and PaymentsProcessing Receivables and PaymentsCreating Down Payment Request - CustomerCreate and release down payment requestiX

12. Scenario/ProcessesCustomer Contract Management Process Details: Processing Receivables and PaymentsScenario ExplorerProcess DescriptionThe Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Further InformationPerformed byAccounts ReceivablesAccountantIn the Work CentersReceivablesPayment ManagementLiquidity Management Click process chevrons for detailsExpense ReimbursementProcure-to-Pay (Services)XBusiness ValueScenario FlowFurther InformationCreating a Customer ContractCreating a Sales OrderExecuting ServicesConfirming Service ExecutionCreating Customer InvoicesRequest-to-ResolveProcessing Receivables and PaymentsCreating Down Payment Request - CustomerExpense ReimbursementProcure-to-Pay (Services)Processing Receivables and PaymentsClear a paymentAllocate a paymentProcess a bank statementEnter a remittance adviceiiiiClick here to display process variantsX

13. Scenario/ProcessesCustomer Contract Management Process Details: Processing Receivables and PaymentsScenario ExplorerProcess DescriptionThe Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Further InformationPerformed byAccounts ReceivablesAccountantIn the Work CentersReceivablesPayment ManagementLiquidity Management Process DescriptionProcessing Externally-Initiated Payments by Incoming CheckProcessing Externally-Initiated Payments by Incoming Check with LockboxProcessing Externally-Initiated Payments by Multiple Incoming ChecksProcessing Incoming Payments by Bill of ExchangeProcessing Incoming Payments with Petty CashProcessing Internally-Initiated Payments by Credit CardProcessing Internally-Initiated Payments by Direct DebitProcessing Receivables and Payments with Accounts MaintenanceiiClick process chevrons for detailsBusiness ValueScenario FlowFurther InformationExpense ReimbursementProcure-to-Pay (Services)XCreating a Customer ContractCreating a Sales OrderExecuting ServicesConfirming Service ExecutionCreating Customer InvoicesRequest-to-ResolveProcessing Receivables and PaymentsCreating Down Payment Request - CustomerExpense ReimbursementProcure-to-Pay (Services)Processing Receivables and PaymentsClear a paymentAllocate a paymentProcess a bank statementEnter a remittance adviceiiiiClick here to display process variantsX

14. Customer Contract Management Business ValueScenario ExplorerOverviewKey Benefits FinancialManage Service ExecutionDefine ContractsManage Receivables and PayablesInvoicingCreateServiceConfirmationCreateServiceRequestCreateCustomer ContractDefine Entitlement and ServiceThis 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 in SAP Business ByDesign®Contributes to new revenue streams from managed service operations and support activitiesManages all aspects of the contract through creation, service provisioning, renewal and cancellation, invoicing, and financial consistently to ensure the operating efficienciesAvoids 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.Standard contracts can be sold and generated directly from sales orders.Business ValueScenario/ProcessesScenario FlowFurther Information

15. Customer Contract ManagementScenario Flow Variant: With Support EntitlementsLegend & VariantsWork center in which process is performedBusiness document flowProcess related to FinancialsRelated scenariosVariants of the Scenario:Scenario Variant: With Support EntitlementsScenario Variant: With Managed Services:Scenario ExplorerService DeskCreating a Customer ContractWith entitlement(s)Creating Customer InvoiceProcessing Receivables and PaymentsProcessing externally-initiated payments by incoming bank transferProcessing externally-initiated payments by incoming check… (7 more variants)ConfirmingServiceExecutionusing a service confirmationRequest-to-ResolveExpense ReimbursementCreating a Sales OrderBusiness ValueScenario/ProcessesScenario FlowFurther InformationService EntitlementsField Serviceand RepairCustomer InvoicingReceivables / Cash & Liquidity MgtSales OrdersCustomer InvoicingDotted line = optionalDotted line = optionalProcess mainly driven by the systemProcess mainly driven by the userProcess mainly driven by the systemProcess variant1Process variant 2Work CenterAdditionalApplication

16. ConfirmingServiceExecutionCustomer Contract ManagementScenario Flow Variant: With Managed ServicesVariants of the Scenario:Scenario Variant: With Support EntitlementsScenario Variant: With Managed ServicesScenario ExplorerService EntitlementsField Serviceand RepairCustomer InvoicingReceivables / Cash & Liquidity MgtCreating a Customer ContractWith entitlement(s)Creating Customer InvoiceProcessing Receivables and PaymentsProcessing externally-initiated payments by incoming bank transferProcessing externally-initiated payments by incoming check… (7 more variants)using a service confirmationExpense ReimbursementExecutingServicesCreating a Sales OrderSales OrdersBusiness ValueScenario FlowFurther InformationScenario/ProcessesLegend & VariantsWork center in which process is performedBusiness document flowProcess related to FinancialsRelated scenariosDotted line = optionalDotted line = optionalProcess mainly driven by the systemProcess mainly driven by the userProcess mainly driven by the systemProcess variant1Process variant 2Work CenterAdditionalApplication

17. Customer Contract ManagementFurther InformationScenario ExplorerForum Get in touch with experts to discuss your specific requirements. To enter the community, click here.*More DetailsSAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.Self-Enablement SystemsIf you want to try out the business scenario, click here.*WIKIIn addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.*Do you want to try it out?Do you need more information?Do you want to discuss with others?VV* Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check http://support.microsoft.com/kb/890474.Further InformationBusiness ValueScenario/ProcessesScenario Flow