Request-to-Resolve Scenario Overview - PowerPoint Presentation

1. Request-to-ResolveScenario OverviewHandling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Scenario ExplorerOpen LegendCustomer Service Representative Scenario DescriptionThe following business roles are involved in this scenario:The Request-to-Resolve business scenario enables your service department to provide customerservice and support to prospects and existing customers. It provides you with functions to receiveinquiries via different input channels, and to create and handle service requests. You can providesolutions to your customer using various output channels, and trigger appropriate follow-upactivities such as field services. There are also enhanced functions for:Knowledge base support to efficiently resolve service requestsCustomer warranties to meet legal requirements, and manage entitlements for product failures and defectsService levels for monitoring performance objectives and due datesClick process chevrons for detailsScenario/ProcessesBusiness ValueScenario FlowFurther Information

2. Request-to-ResolveScenario OverviewHandling an Incoming Customer Inquiry Creating, Assigning, and Resolving a Service Request Click process chevrons for detailsCustomer Service Representative Scenario DescriptionThe following business roles are involved in this scenario:The Request-to-Resolve business scenario enables your service department to provide customerservice and support to prospects and existing customers. It provides you with functions to receiveinquiries via different input channels, and to create and handle service requests. You can providesolutions to your customer using various output channels, and trigger appropriate follow-upactivities such as field services. There are also enhanced functions for:Knowledge base support to efficiently resolve service requestsCustomer warranties to meet legal requirements, and manage entitlements for product failures and defectsService levels for monitoring performance objectives and due dates<Role Name><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 LegendScenario/ProcessesBusiness ValueScenario FlowFurther InformationScenario Explorer

3. Request-to-ResolveProcess Details: Handling an Incoming Customer Inquiry Click process chevrons for detailsHandling an Incoming Customer Inquiry Receive an incoming call and log an inquiryiCreating, Assigning, and Resolving a Service Request Scenario ExplorerProcess DescriptionPerformed byCustomer Service Representative In the Work Center(s)Account Management Further InformationClick here to display process variantsXThe Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.Scenario/ProcessesBusiness ValueScenario FlowFurther Information

4. Request-to-ResolveProcess Details: Handling an Incoming Customer Inquiry Click process chevrons for detailsHandling an Incoming Customer Inquiry Receive an incoming call and log an inquiryiHandling an Incoming Customer Inquiry via Fax or E-Mail ChannelHandling an Incoming Inquiry Manually via ActivitiesiiCreating, Assigning, and Resolving a Service Request Scenario ExplorerProcess DescriptionPerformed byCustomer Service Representative Further InformationClick here to hide process variantsXThe Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, e-mail or the Internet.During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search.Scenario/ProcessesBusiness ValueScenario FlowFurther InformationIn the Work Center(s)Account Management

5. Scenario ExplorerProcess DescriptionPerformed byCustomer Service Representative In the Work Center(s)Service Desk Service Entitlements Products and Service PortfolioFurther InformationClick process chevrons for detailsCreating, Assigning, and Resolving a Service RequestHandling an Incoming Customer Inquiry Create a service request Assign a service request Search for and provide a solutioniiiComplete a service requestiXRequest-to-ResolveProcess Details: Creating, Assigning, and Resolving a Service RequestThe Creating, Assigning, and Resolving a Service Request business process allows you to document and categorize service requests. When a customer contacts your service organization with a problem, your sales or service representative creates a service request to document the customer issue. He or she then search the knowledge database for a solution in previous customer cases, documents and sends an answer to the customer, or arranges a service at the customer site if one is required. Scenario/ProcessesBusiness ValueScenario FlowFurther Information

6. ResolveAssignRequestCapture RequestCreateServiceRequestEscalateFix / FulfillHandoverFieldService and RepairSearchKnowledgeBaseRequest-to-ResolveBusiness ValueScenario ExplorerOverviewFor midsize companies that want to achieve service excellence, this scenario provides exception-based processing in a multi-tier service and support group. SAP Business ByDesign supports you from the service request entry, assignment of service personnel, and analysis of the service request phases through to the resolution phase. You can increase customer satisfaction, decrease response times, lower costs for services, and improve long-term customer loyalty.Service employee empowerment through a 360-degree customer view of accounts, products, as well as customer interaction history, including related business documents such as service requests, service orders, or sales ordersE-mail inbound channel support for service requests Telephone integration with Collaboration Window to support inbound service requests and facilitate follow-up activitiesIssue tracking with alerts and escalations to ensure quick resolutionKnowledge database with search functions to increase efficiency in resolution Integration with account management to track customer interactions and up-sell new servicesBuilt-in analytics and reporting on incident tracking, service request backlog, service level agreement (SLA) compliance rate, and analysis of knowledge-base usageKey BenefitsDetermineEntitlementsDetermineResponsibilityDiagnose &PrioritizeBusiness ValueScenario/ProcessesScenario FlowFurther Information

7. Request-to-Resolve Scenario FlowLegendWork center in which process is performedBusiness document flowDotted line = optionalProcess mainly driven by the userProcess variant1Process variant 2Scenario ExplorerWork CenterAdditional ApplicationCollaboration Window / Groupware ClientService DeskHandlingan Incoming CustomerInquiryCreating, Assigning, and Resolving a Service RequestTelephony channelFax-/E-mail channelVia activitiesScenario FlowScenario/ProcessesBusiness ValueFurther Information

8. Request-to-ResolveFurther 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 InformationScenario/ProcessesBusiness ValueScenario Flow