CRM - E-Commerce Solution

MonsantoOnline Orderingusing Web Channel

SAP CRM Implementation Overview

October 8 – 9, 2007

SAP AG 2007 / 2

Overview

Overview

SAP AG 2007 / 3

Current High Level Services Flow at Monsanto

Retrieve Product Hierarchy -Owner: IRD??

Retrieve Customer Hierarchy -Owner: IRD?

Update Allocation - Owner:DFS

Retrieve Product Availability -Owner: FS

Create/Update Dealer Order -Owner: FS

Retrieve Dealer Order - Owner:FS

Retrieve Dealer Order List -Owner: FS

Retrieve Allocation - Owner:DFS

Retrieve Dealer Agreement -Owner: IRD??

Retrieve Grower OrderSummary - Owner: ECG

Retrieve Grower Order Detail -Owner: ECG

Retrieve Grower Order List -Owner: ECG

SeedTrakGUIApplication

Internet DMZ Internal Network

WebServices

Farmsource

ECG

Gateway GUI

CDW

IRD

WebMethods

DFS

Preliminary Validation -Owner: ECG

* *

Browser

Retrieve Customer OrderSummary(COS) - Owner: FS

1

2

4

5

7

8

9

10

11

12

13

6

3

?

JCO

SAP R/3, 46cCustom RFCs that provide all services with

functionality

SAP AG 2007 / 4

Monsanto – To be Model

Move from multi step ordering process to a single step orderingprocess.

Move from Action to Intelligent Portals utilizing EP whileleveraging E-Commerce tool sets of SAP CRM for orderingactivities.

Consolidate data components from multiple systems into asystem that can leverage out of box functionality for additionalattributes as enablers for above options.

Build base for Customer centric processes to expand onBusiness initiatives.

SAP AG 2007 / 5

Monsanto – Key Business Requirements

Real Time availability info online (ATP and Allocation) forProduct Listing, OrderingSupply (Allocation consumption on save) - tight supplyPeak ordering is during AllocationOrdering is at Grower level, but in-house order maintenanceupdate at Dealer Level (consolidated level) – includes

Substitutions,TransfersDirect Ship OrdersReturns

SAP AG 2007 / 6

Monsanto – Other Key Considerations

Design considerations using CRM for FY’09 startup shouldfacilitate the next project (s)

Customer Interaction CenterOthers that evolve as our roadmap is finalized.

R/3 4.6c will be upgraded to ECC version xx in the spring of 2009.

Any design proposals should be re-usable from an E-orderingand system-system (B2B xml, web services) perspective

Dynamic product listing/availability capabilities to be availablevia the product catalog.

SAP AG 2007 / 7

To be solution – Efficient Load Distribution

SAP AG 2007 / 8

To be solution – Monsanto – Option 1

SAP AG 2007 / 9

CRM E-Selling Architecture

SAP AG 2007 / 10

CRM E – Selling (B2B)

CRM E – Selling (B2B)

SAP AG 2007 / 11

The e-selling capabilities of CRM 5.0 enable the completesales process to run on the Internet.

Personalized, interactive, enables an end-to-end order-to-cashprocess.

E-Selling

SAP AG 2007 / 12

Shopping basket management:Create orderCreate quotationCreate order templateSave shopping basketMultiple process types for a Web shopContract Management

Catalog:Product CatalogCustomer specific catalog viewsSearch and Attribute SearchAvailability check

Available-to-promise check:SAP ERPSAP Advanced Planner & Optimizer

Ordering with E-Selling

SAP AG 2007 / 13

Real-time online validation of allorder-related data, for example:

Business partnerCustomer’s credit limitCredit card authorization

Partner-Product Relation:Customer specific catalog viewsPartner Product relationship

Add notes:For whole basketFor line items

Define delivery dates:For whole basketFor line items


Change ship-toaddress and deliverydate per item

Header notes

Line item notes

SAP AG 2007 / 14


Other Features:Payment Methods (Credit card, Invoice, Cash on Delivery)Delivery PriorityRelevant Shipping ConditionsOrder Confirmation (In Web shop, via e-mail)

SAP AG 2007 / 15

Online Validation

Real-time online validationof:

Business partnerProductsShip-to addressSales organizationMinimum order quantityCustomers’ credit limitCredit card authorizationContract ValidationContract Item validationBusiness Partner HierarchyCatalog views, PPR

Credit card authorization:Via generic payment cardinterfaceCertified solutions from softwarepartners available

SAP AG 2007 / 16

Order and Quotation Management

Business partner hierarchy:Business partner hierarchy enables users to create orders,quotations, and so on for other Business partners in thehierarchyFor example companies that are related to each other (maindealer and its branches) can create order for companies in thehierarchy . Suited for modeling Dealer to Grower relationship.

SAP AG 2007 / 17

Contracts

The B2B Web shop supports contract release orders basedon CRM sales contracts:

Quantity contractsValue contractsContracts containing one or more products grouped by a partnerproduct range

The customer can access:List of contracts for a sold-to partyList of contract itemsList of products of a contract itemBusiness attributes of contract items

SAP AG 2007 / 18

In the catalog-specific customer contract, data can bedisplayed in addition to product details(for example, prices, lead times, target values, and quantities).

When ordering products, the corresponding contractnumbers and items are transferred to the shopping basket,allowing for release orders from contracts.

Contracts

SAP AG 2007 / 19

Contracts: Benefits

Customers have the relevant information right onhand when they need it.

Immediate update of contract information isavailable when ordering a product.

A contract can be used as a template for creatinga new order, quotation, or order template.

SAP AG 2007 / 20

Marketing : Accessories in Product Catalog

SAP AG 2007 / 21

Marketing : Cross Selling / Up Selling

SAP AG 2007 / 22

Status Check

Online status check providing up-to-date information on:OrdersQuotationsOrder templatesInvoicesCredit memosDown paymentsAuctionsSchedule lines (with APO)Back orders

Order trackingInterface to external logistics providers (for example, UPS and FedEx)

SAP AG 2007 / 23

Document Search

Enhanced generic search framework:General enhancements– Multi-line result lists– Maximum hits restriction– Usage of Java basket as back-end

New objects using the framework– Search for contracts– Search for invoices from SAP ERP– B2C scenario

Documentation of the framework integrated into the generalE-Commerce extension guide

SAP AG 2007 / 24

CRM – R/3 integration

CRM – R/3 integration

SAP AG 2007 / 25

Standard Scenario

SAP AG 2007 / 26

Scenario - X

SAP AG 2007 / 27

Scenario - Y

SAP AG 2007 / 28

Scenario – X+Y

SAP AG 2007 / 29

Scenario – Z

SAP AG 2007 / 30

Available-to-Promise (ATP) Check

ATP check with SAP R/3:Snapshot of current stockTemporary reservation

ATP check with SAP APO:Global, multisite, real-time ATPwith temporary reservationRule-based, multilevel ATP– Alternative locations– Alternative products (substitutes)

ATP requestATP request

+30

-10

+10

Make

ConfirmationConfirmation

Global, multisite, real-time ATPRule-based, multilevel ATP

Alternative locationsAlternative products

Integrated with production planningChecks against actualproduction planConsidering capacity constraints

Integration of legacy systems

SAP AG 2007 / 31

Scenario A and ATP

The following availability check scenarios are possibleDelayed availability check

Carry out the availability check after the replication of the order in the R/3system. There, the check can occur in the R/3 system or against SAP APO.The confirmed quantities are determined by the R/3 system after thetransfer and replicated to the CRM server with the reply.

Availability information in the CRM server against APOYou only collect an availability information from APO without reservingquantities. After the transfer to the R/3 system, the availability checkagainst APO occurs there and the corresponding quantities are reserved.The confirmed quantities are transferred to the CRM server

Availability check from SAP CRM in SAP R/3During the availability check from SAP CRM, the system always checkswith the standard item category according to SAP R/3 Customizing. Anitem category which differs in SAP CRM is not taken into account for thecheck. The confirmations are sent from the CRM server to the R/3 systemand copied there. The requirements are written by the R/3 system and theschedule line numbers are mapped between CRM server and R/3 system.

SAP AG 2007 / 32

Monsanto CRM E-Selling Processes

Monsanto Processes

SAP AG 2007 / 33

Monsanto Processes

Order Taking Process2 steps to 1 step – Grower Order / Dealer OrderGO order split (by Material) in DO

Availability Check/ Allocation / ReservationProduct AvailabilityAllocation / Reservation

Product CatalogDynamic Product ListingAvailability Check in catalog - COM_PCAT_ATP_CHECK, CRM_ATP_INFO_BADI

Product ReplacementDealer Product ReplacementMonsanto Initiated Substitutions

Other processesOrders from External systems

SAP AG 2007 / 34

Monsanto Processes – Gaps

Order Tracking ProcessGrower Order to Dealer Order RelationshipGrower Order details (split up) by Material by Dealer Order

Custom Availability checksAllocation / ReservationProduct reservation

Order ChangeInterdependent change of ordersProcess Optimization for Multi-Tasking of Grower Order

E-Commerce UI EnhancementsRemoving Frames from standard B2BAdding new process steps

SAP AG 2007 / 35

CRM Scope and Estimation

Scope and Estimation

SAP AG 2007 / 36

SAP CRM E-Commerce Solution Map

E-Marketing Catalog Management Content Management Personalization Email & WebCampaigns Store Locator

E-Selling Quotation & OrderManagement

Shopping BasketManagement Pricing & Contracts Interactive Selling &

Configuration Web Auctions Selling via Partners

E-Service KnowledgeManagement

Service OrderManagement Live Support Installed Base Complaints &

ReturnsBilling &Payment

Account SelfService

E-Marketing Catalog Management Content Management Personalization Email & WebCampaigns Store Locator

E-Selling Quotation & OrderManagement

Shopping BasketManagement Pricing & Contracts Interactive Selling &Interactive Selling &

Configuration Web Auctions Selling via Partners

E-Service KnowledgeManagement

Service OrderManagement Live Support Installed Base Complaints &

ReturnsBilling &Payment

Account SelfService

SAP Solution Map

In scope for current E-Commerce project at Monsanto

SAP AG 2007 / 37

Solution Map Approach

Enterprise Field Appl. E-Commerce Int.-Center Channel Mgmt.Marketing Sales Service CRM Analytics

Appl. Svc. Arch. & TechnologyLine-of-BusinessPerspective

Typical CRM approach

Helps to visualize, plan andimplement mySAP CRM

ChannelPerspective

SAP AG 2007 / 38

CRM Scope and Estimating

Enterprise Sales Product OverviewSales orders, quotations and contractsPricing and billingOpportunity and Pipeline ManagementIntegrated sales planning and forecastingAccount and Contact managementSales methodology and Sales AssistantTask and Activity managementSales analyticsOutlook/Notes Integration“Industry Solutions” = ICM, IPM, TPM, LAM, Pharma, Utilities, etc.

SAP AG 2007 / 39


Enterprise Sales and Service Roles and ResourcesCRM Project Manager– Project Management

CRM Sales/Service (Functional)– CRM Organizational Structure– CRM Master Data– CRM Transactional Configuration– Business Blueprinting

CRM Middleware (Technical)– Configuration and Master Data synchronization from ERP– Transaction data communication between CRM and ERP

CRM Tools (Technical)– CRM Business logic– CRM Flow logic– CRM Presentation logic– CRM User Exits

SAP AG 2007 / 40


Enterprise Sales and Service Roles and ResourcesCRM Basis/Systems (Technical)– Installation of Basis Systems (CRM, R/3 and other mySAP solutions)– System and component connectivity– System administration

IPC (Part Time - if needed)– Standard configuration of IPC– Development of Pricing User exits/Routines– Variant Product Configuration (if part of scope)

Portals (if People Centric CRM in scope)– Installation of Portal (EP)– System and component connectivity– System administration

CRM Analytics (if BW in scope)– Configure CRM Analytics Infocubes– Configure BW Custom Cubes

SAP AG 2007 / 41


Enterprise Sales and Service Questions/AssumptionsTop Questions for a High Level Estimate– Is Customer Is Organizationally Complex?– Multiple Back Ends?– Quotations or Order Management in Scope?– Configurable Products?– R/3 Version Is Lower Than 4.7?– Complex User Exits in Pricing?– Interfaces to Systems Other Than R/3 Is Required?– Multiple Languages Required?– Customer/Material Master Record in R/3 is Extended?– Large number of CRM Scenarios?– (Service) – Converting from SM?

Assumptions– If answer is ‘YES’ to one or two of the questions it becomes a “Medium

Complexity” project– If answer is ‘YES’ to three or more of the questions it becomes a “High

Complexity” project

SAP AG 2007 / 42

SAP CRM Technical framework

E-Commerce enhancement frameworkCustom process in order takingUI enhancements

CRM Post Processing Framework (PPF)Automated creation of Dealer OrderTrigger order change notifications

Middleware EnhancementInterdependent change orders

Cross System Lock DesignInterdependent change of orders

CRM BAdI frameworkBAdI in CRM Order, Availability Check, Pricing, etc.

CRM XIF AdaptersIntegration with external systems.

SAP AG 2007 / 43


Enterprise Sales and Service Project Durations

Low

(2-4+ weeks Post Live Support)

9+ Months **

5 Months **

3 Months **

Medium High

Project ManagerFunctionalMiddlewareBasisToolsIPCPortalsCRM Analytics

Resources

** - Does not include custom enhancements

SAP AG 2007 / 44


E-Commerce Product OverviewUser ManagementProduct Catalog ManagementInternet Pricing and Configurator (IPC)Shopping Basket/Order ManagementFulfillment and MonitoringMarketing and PersonalizationE-ServiceMulti-Channel InteractionAnalytics

SAP AG 2007 / 45


E-Commerce Project Roles and ResourcesCRM Project ManagerCRM Internet Application (Functional)– CRM Organization and Process configuration– CRM Master Data– CRM Business Process– CRM Contact Person/User registration and administration– CRM Product Catalog– CRM Internet Marketing– CRM Internet Customer Self Service– CRM IPC Pricing and Taxes– CRM IPC Product Configuration

CRM Middleware (Technical)CRM Internet Tools (Technical)– CRM Business logic– CRM Flow logic– CRM Presentation logic– Web development– IPC Pricing/Config User Exits

SAP AG 2007 / 46


E-Commerce Project Roles and ResourcesCRM Basis/Systems (Technical)IPC (if needed)CRM Analytics (if BW in scope)

SAP AG 2007 / 47


E-Commerce Questions/AssumptionsTop Questions for a High Level Estimate– Customer Is Organizationally Complex?– How many sales areas?– Quotations or Order Management in Scope?– Configurable Products?– R/3 Version Is Lower Than 4.7?– Complex User Exits in Pricing?– Interfaces to Systems Other Than R/3 Is Required?– Multiple Languages Required?– Customer/Material Master Record in R/3 is Extended?– Will Credit Card Validation be used?– Will an external tax package be used?

Assumptions– Low Complexity - little or no custom enhancements necessary; vanilla web design; ‘as is’

approach– Medium Complexity - web branding; business process & org. design; BW Integration;

complex order status– High Complexity - multiple languages; interfaces required; SSO Integration into existing

Portal; complex pricing; large data downloads; complex order entry processes

SAP AG 2007 / 48

SAP CRM Technical framework

E-Commerce enhancement frameworkCustom process in order takingUI enhancements

CRM Post Processing Framework (PPF)Automated creation of Dealer OrderTrigger order change notifications

Middleware EnhancementInterdependent change orders

Cross System Lock DesignInterdependent change of orders

CRM BAdI frameworkBAdI in CRM Order, Availability Check, Pricing, etc.

CRM XIF AdaptersIntegration with external systems.

SAP AG 2007 / 49


E-Commerce Project Durations

Low

(2-4+ weeks Post Live Support)

22+ Weeks**

18 Weeks **

12 Weeks **

Medium High

Project ManagerFunctionalMiddlewareBasisToolsIPCPortalsCRM Analytics

Resources

** - Does not include custom enhancements

Custom enhancements to webApplication – 16 weeksOrdering Process – 8 weeksAvailability /Allocation/ Reservation

– 6 weeksCross System Lock – 5 weeksPortal integration – 3 weeksNWDI processes – 5 weeks

Additional time for custom work:

SAP AG 2007 / 50

Portal / Channel Management

Portal / Channel Management

SAP AG 2007 / 51

SAP Customer Portal

Direct access to sales andservice applications

Single Sign-On

Full contact history of salesand service activities

Personalized productrecommendations

News and informationpushed to customers

Store locator

Online billing and payment

Personalization features

Access to live support

Administrative self-services

The Customer Portal provides a single point of access toE-Selling, E-Service, and Online Support and Self-Services

SAP AG 2007 / 52

Customer Portal : E-Commerce within a Portal

The Customer Portal provides a single point of access to E-Selling,E-Service, and Online Support and Self-Services.

SAP AG 2007 / 53

CRM Channel Management

CRM provides companies with a platform to managechannel partner relationships and enable partners to sellmore effectively – resulting in a more profitable indirectchannel

Partner Managementand Analytics

Channel Marketing

Channel Sales

Channel Service

Channel Commerce

Partner Portal

Channel Manager Portal

ChannelPartner

ChannelManager

Customer

SAP AG 2007 / 54

Channel Commerce – Overview

Incorporate channel partners into your e-commercestrategy and enable collaborative selling acrossorganizational boundaries:

Collaborative ShowroomDistributed Catalog and Content ManagementDistributed Order and Inventory ManagementHosted Partner Sites*Channel Commerce Analytics

* Future release

ChannelManager

ChannelPartner

Customer

SAP AG 2007 / 55

Channel Management : Lead Management

SAP AG 2007 / 56

Collaborative Showroom

SAP AG 2007 / 57

CRM Marketing

Marketing

SAP AG 2007 / 58

Marketing : Global Product Recommendation

SAP AG 2007 / 59

Marketing : Top n List

SAP AG 2007 / 60

Marketing : Personal Product Recommendation

SAP AG 2007 / 61

Marketing : Accessories

SAP AG 2007 / 62

Marketing : Accessories in Product Catalog

SAP AG 2007 / 63

Marketing : Cross Selling / Up Selling

SAP AG 2007 / 64

Marketing : Campaign in B2B Web Shop

SAP AG 2007 / 65

CRM Analytics

Analytics

SAP AG 2007 / 66

CRM Analytics

SAP AG 2007 / 67

Analytics : Customer Analytics

SAP AG 2007 / 68

Analytics : Product Analytics

SAP AG 2007 / 69

Analytics : Marketing Analytics

SAP AG 2007 / 70

Analytics : Sales Analytics

SAP AG 2007 / 71

Analytics : Service Analytics

SAP AG 2007 / 72

Analytics : Interaction Channel Analytics

SAP AG 2007 / 73

CRM Analytics : Architecture

SAP AG 2007 / 74

CRM Analytics : Methods – Measure

SAP AG 2007 / 75

CRM Analytics : Methods - Predict

SAP AG 2007 / 76

CRM Analytics : Methods - Plan

SAP AG 2007 / 77

CRM Analytics : Methods – Optimize

SAP AG 2007 / 78

Further Information

Online DocumentationSAP Help Portal http://help.sap.com/ > Documentation > mySAPBusiness Suite > SAP Customer Relationship Management

SAP Online Knowledge Products

SAP Service Marketplace http://service.sap.com/okp

http://help.sap.com/

SAP AG 2007 / 79

Q & A

Q & A

Documents

CRM - E-Commerce Solution