Order-to-Cash (Standardized Services) Scenario

slide1. Order-to-Cash (Standardized Services)Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Scenario
Explorer Dispatching and Scheduling Orders Marketing-to-Opportunity Procure-to-Pay (Services) Expense Reimbursement Open Legend Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Performer Accounts Receivables Accountant The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided:
Automatic order creation from lead, opportunity, quote, or external systems
Approval process for sales quotes based on thresholds Flexible price determination
Use of credit cards with integration to financial service providers
Credit limit checks based on account balance and new orders
Outsourcing of field services to third-party service providers

The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting. Service Planner/Dispatcher Scenario/Processes Business Value Scenario Flow Further Information<br>
slide2. Order-to-Cash (Standardized Services)Scenario Overview Scenario
Explorer Open Legend Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Performer Accounts Receivables Accountant The Order-to-Cash (Standardized Services) business scenario enables you to sell services, with functions to handle quotes, create sales orders with service items, plan the service execution, fulfill, confirm, and invoice the services sold. The selling of services can be the main line of business or as value added services for physical goods. In addition, the following features are provided:
Automatic order creation from lead, opportunity, quote, or external systems
Approval process for sales quotes based on thresholds Flexible price determination
Use of credit cards with integration to financial service providers
Credit limit checks based on account balance and new orders
Outsourcing of field services to third-party service providers

The scenario incorporates business functions from related areas that directly support service delivery, such as processing due items and payments in financial accounting. Service Planner/Dispatcher <Role Name> <Role Name> <Role Name> Legend Process mainly driven by the user

Process mainly driven by the system

Manual process not supported by the system

Process that communicates with third-party software (mouse-over for details)

Process with relevance to Financials

Related scenario

Info button with more information Close Legend Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Marketing-to-Opportunity Procure-to-Pay (Services) Expense Reimbursement Scenario/Processes Business Value Scenario Flow Further Information<br>
slide3. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Handling an Incoming Customer Inquiry Scenario
Explorer Process Description Further Information Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders Handling an Incoming Customer Inquiry via
Telephony Channel X Receive an incoming call and log an inquiry Click here to display process variants … The 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. Performed by
Sales/Customer Service Representative In the Work Centers
Account Management Groupware (Outlook)
Collaboration Window i Business Value Scenario Flow Further Information<br>
slide4. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Handling an Incoming Customer Inquiry Scenario
Explorer Process Description Further Information Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Creating Down Payment Request - Customer Dispatching and Scheduling Orders Handling an Incoming Customer Inquiry via
Telephony Channel Receive an incoming call and log an inquiry … The 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. Performed by
Sales/Customer Service Representative In the Work Centers
Account Management Groupware (Outlook)
Collaboration Window Click here to hide process variants Handling an Incoming Customer Inquiry
via Fax or E-Mail Channel
Handling an Incoming Inquiry Manually
via Activities i Processing Receivables and Payments Business Value Scenario Flow Further Information X<br>
slide5. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Creating Sales Quotes Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Creating Sales Quotes Create a sales quote i Approve a sales quote i In the Work Center
New Business The Creating Sales Quotes business process enables you to create a sales quote with fixed terms and price conditions, in case a customer requests an offer for products or services. The sales quote can also be generated out of an opportunity or lead. You enter the necessary details into the sales quote such as the account, the products or services, optional the requested data in case product availability should be checked. Additional free text as further customer information can be entered as well. The cost of sales can be determined using product valuation, which enables you to evaluate the profitability of the sales quote. Price and discount adjustments can be made in the sales quote. After the sales quote has been created it needs to be submitted to the customer. A sales quote form will then be sent to the customer depending on the output settings. Performed by
Sales/Customer Service Representative … X Business Value Scenario Flow Further Information<br>
slide6. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Creating Sales Orders Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Confirming Service Execution Processing Receivables and Payments Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders In the Work Center
Sales Orders Performed by
Sales/Customer Service Representative Processing Outbound Delivery Creating Customer Invoices Creating Sales Orders Create a sales order Approve a sales order X i i The Creating Sales Orders business process enables you to create a sales order with fixed terms and price conditions when a customer orders products or services. The order can be created on the basis of a quote, copying all conditions from the quote to the order or 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. The product availability is checked, and the system informs you of availability. The system can determine the cost of sales using product valuation, enabling you to evaluate the profitability of the order. After creating the order, you release it to logistics. An order confirmation form can be sent to the customer, depending on the output settings.
The sales order can also be generated automatically through business-to-business communication. Business Value Scenario Flow Further Information<br>
slide7. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Dispatching and Scheduling Orders Scenario
Explorer Process Description … Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders –
Decentral Scheduling Dispatch and release an order for execution i Check order pipeline and plan a route i Schedule an order i Prepare service execution i Performed by
Service Planner/DispatcherService Performer The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.
Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Click here to display process variants X In the Work Centers
Sales Orders Field Service and Repair Business Value Scenario Flow Further Information<br>
slide8. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Dispatching and Scheduling Orders Scenario
Explorer Process Description … Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders –
Decentral Scheduling Dispatch and release an order for execution i Check order pipeline and plan a route i Schedule an order i Prepare service execution i Performed by
Service Planner/DispatcherService Performer In the Work Centers
Sales Orders Field Service and Repair The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and/or execution team. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account.
Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Dispatching and Scheduling Orders - Central Scheduling i Click here to hide process variants Confirming Service Execution Business Value Scenario Flow Further Information X<br>
slide9. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Creating Down Payment Request - Customer Scenario
Explorer Process Description … Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Processing Receivables and Payments Creating Customer Invoices Dispatching and Scheduling Orders Creating Down Payment Request - Customer Create and release down payment request i X In the Work Center
Customer Invoicing The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose. Performed by
Sales/Customer Service Representative Business Value Scenario Flow Further Information<br>
slide10. Executing Services Confirming Service Execution Dispatching and Scheduling Orders Creating Customer Invoices Processing Receivables and Payments Processing Externally-Initiated Payments by
Incoming Bank Transfer Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Processing Receivables and Payments Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Creating Down Payment Request - Customer Enter a remittance advice i Process a bank statement i Clear a payment i Allocate a payment i Click here to display process variants Performed by
Accounts Receivable Accountant In the Work Centers
Receivables Payment Management The 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. If payments are initiated internally, they are 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. … X Business Value Scenario Flow Further Information<br>
slide11. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Processing Receivables and Payments Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Processing Externally-Initiated Payments by
Incoming Bank Transfer Enter a remittance advice i Process a bank statement i Clear a payment i Allocate a payment i Click here to hide process variants The 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. If payments are initiated internally, they are 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. … Performed by
Accounts Receivable Accountant i i i i i i i i In the Work Centers
Receivables Payment Management Business Value Scenario Flow Further Information Processing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance X<br>
slide12. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Executing Services Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Executing Services Travel to a service location i Execute a service i X … Performed by
Service Performer In 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. In the Work Center
Field Service and Repair Business Value Scenario Flow Further Information<br>
slide13. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Confirming Service Execution Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders In the Work Center
Field Service and Repair In 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. Performed by
Service Performer Creating Customer Invoices Confirming Service Execution- With a Service Confirmation Document work, track actuals and release a service confirmation i Click here to display process
variants X … Business Value Scenario Flow Further Information<br>
slide14. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Confirming Service Execution Scenario
Explorer Process Description Further Information Handling an Incoming Customer Inquiry Executing Services Creating Sales Quotes Creating Sales Orders Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders In the Work Center
Field Service and Repair In 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. Performed by
Service Performer Confirming Service Execution - With an Order i Creating Customer Invoices Confirming Service Execution- With a Service Confirmation Document work, track actuals and release a service confirmation i Click here to hide process variants … Business Value Scenario Flow Further Information X<br>
slide15. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Creating Customer Invoices Scenario
Explorer Process Description Further Information Executing Services Creating Sales Quotes Creating Sales Orders Confirming Service Execution Processing Receivables and Payments Processing Receivables and Payments Creating Down Payment Request - Customer Dispatching and Scheduling Orders Creating Customer Invoices Transfer invoice requests Release an invoice i i X … In the Work Center
Customer Invoicing Performed by
Accounts Receivable Accountant In 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 Down Payment Request - Customer Business Value Scenario Flow Further Information<br>
slide16. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Processing Receivables and Payments Scenario
Explorer Process Description Executing Services Confirming Service Execution Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Processing Externally-Initiated Payments by
Incoming Bank Transfer … Enter a remittance advice Process a bank statement Allocate a payment i i i X Clear a payment i The 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. If payments are initiated internally, they are 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. Click here to display process variants Further Information Performed by
Accounts Receivable Accountant In the Work Centers
Receivables Payment Management Business Value Scenario Flow Further Information<br>
slide17. Scenario/Processes Order-to-Cash (Standardized Services)Process Details: Processing Receivables and Payments Scenario
Explorer Process Description Further Information Executing Services Confirming Service Execution Processing Receivables and Payments Creating Customer Invoices Creating Down Payment Request - Customer Dispatching and Scheduling Orders Processing Externally-Initiated Payments by
Incoming Bank Transfer … Enter a remittance advice Process a bank statement Allocate a payment i i i Clear a payment i The 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. If payments are initiated internally, they are 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. Performed by
Accounts Receivable Accountant Click here to hide process variants Processing Externally-Initiated Payments by Incoming Check
Processing Externally-Initiated Payments by Incoming Check with Lockbox
Processing Externally-Initiated Payments by Multiple Incoming Checks
Processing Incoming Payments by Bill of Exchange
Processing Incoming Payments with Petty Cash
Processing Internally-Initiated Payments by Credit Card
Processing Internally-Initiated Payments by Direct Debit
Processing Receivables and Payments with Accounts Maintenance i i i i i i i i In the Work Centers
Receivables Payment Management Business Value Scenario Flow Further Information X<br>
slide18. 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. Manage Order Fulfill Perform Services Create Confirmation Create Opportunity Create Sales Quote Create Sales Order Dispatch and Schedule Order Order-to-Cash (Standardized Services) Business Value Scenario
Explorer Overview Key Benefits Settle Create Invoice Collect Payment Post to Ledger 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 fulfillment through to settlement of invoices. Business Value Scenario/Processes Scenario Flow Further Information<br>
slide19. Order-to-Cash (Standardized Services)Scenario Flow for Variant: With Services and Expenses Legend Work center in which process is performed Business
document flow Process related to Financials Related scenarios Process mainly driven by the system Process mainly driven by the user Process mainly driven by the system Scenario Explorer Work
Center Collaboration Window /Groupware Client Creating Customer Invoice ExecutingServices Dispatching and SchedulingOrder Marketing-to-Opportunity ConfirmingServiceExecution ProcessingReceivables and Payments Expense Reimbursement Creating Sales Quote Handling an Incoming Customer Inquiry Creating Sales Order Receivables / Cash & Liquidity Mgt Field Service and Repair Sales Orders Customer Invoicing New Business Business Value Scenario/Processes Scenario Flow Further Information<br>
slide20. Order-to-Cash (Standardized Services)Further Information Scenario
Explorer Forum
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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? * 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 Information Business Value Scenario/Processes Scenario Flow<br>