CRM upgrade

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  1. 1. CRM upgrade.. SANGEETHA M L SAP L3 TEAM
  2. 2. Table of Contents What does a CRM system do? What is CRM upgrade? When do you have to upgrade? Selecting the vendor Main competitors How to upgrade Dos and donts Advantages Challenges 5/7/2015 2
  3. 3. What does a CRM system do? CRM refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. compile information across different channels between the customer and the company like company's website, telephone, live chat, direct mail, marketing materials and social media. give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns. consolidates customer information and documents into a single CRM database 5/7/2015 3
  4. 4. What is CRM upgrade? In order to meet the ever- changing demands of the market due to dynamic customer requirements, it becomes necessary for companies to improve their services, provide innovative solutions and build new business models. Hence, customers can adopt the newer functionality in standard SAP to run their business. SAP Upgrade (Technical or Functional Upgrade) is needed to modernize the SAP system, meet market requirements and provide richer functionality to business users. Companies upgrade because: in order to take advantage of new features and functionality provided by the vendor- Work flow tools, business process tools, WEB UI Framework If the product does not fit into their business needs or the business operating model has changed Fear of loosing continued support in their existing platforms. Clients using legacy client server applications that never made an upgrade the web platforms are now scared whether they will lose support for their client server applications. Is there features/functionalities important for the business in the new version and will the business be able to see the impact in 6 months, 12 months etc. 5/7/2015 4
  5. 5. When do you have to upgrade? ACRM upgradecan be an opportunity to reassess your companys business goals and improve its services, efficiencies and costs. But switching to a new CRM version requires forethought, planning and a company-wide agreement that an upgrade can substantially improve client services. For companies that are currently using a client/server solution, a new CRM system means easier, browser-based access, which eliminates a lot of IT support time. Finally, the more robust database functionality of newer CRM systems can allow for managing business processes more efficiently and even incorporating more business process automation into the CRM realm 5/7/2015 5
  6. 6. Selecting the vendor for upgrade Investing in the right technology is the first step in a successful CRM project. Companies need to carefully examine the vendor landscape, try multiple products and weigh the costs of different platforms before they commit to a system. Business must think long term and define their business strategies and ask vendors what they can provide out of the box, whether to configure or customize and take advantage of tools that are already in CRM and minimize custom code. This will help reduce cost. Mainly these factors are considered: Does the product still fits the business needs and does it maps to their business model. Is the vendor still relevant in the market place Cost : In some legacy products it will be more costly to support, maintain and upgrade an existing implementation than to use another vendors product. So it is important to check what their vendor gives vs other vendors in the market place. 5/7/2015 6
  7. 7. Main competitors The four main vendors of CRM systems are Salesforce.com, Microsoft, SAP Oracle. Other providers are popular among small- to mid-market businesses, but these four tend to be the choice of large corporations 5/7/2015 7
  8. 8. How to upgrade Like any other project, implementing SAP CRM happens in phases. The general phases are: 1) Project planning 2) Blueprinting 3) Realization 4) Final preparation (Business validation, quality assurance (Q/A)) 5) Go live and support 5/7/2015 8
  9. 9. LANDSCAPE So the typical system landscape for SAP CRM, at the minimum, are: 1) Development system 2) Q/A system 3) Production system 5/7/2015 9
  10. 10. TECHNICAL UPGRADE of SAP CRM SAP provides all modified objects which are redelivered (in an upgrade or Support Package) in the upgrade adjustment of transactions SPAU and SPDD. These transactions help customers find which objects were modified. Objects modified according to the old system must be manually maintained after an SAP upgrade has been run. In a typical technical Upgrade project process steps like System preparation and stack level patch upgrade Basis Team SPDD Phase ABAP and Functional Up grade of the system Basis Team SPAU Phase ABAP and Functional DBACOCKPIT for indexing (Issue resolution and error tracking) ABAP TEAM and Functional Custom programs corrections obsolete function modules and objects 5/7/2015 10
  11. 11. SPDD phase The system compares all the dictionary objects data elements, database tables and structures of the latest system (say CRM 7.0 EPH1) with the previous or the old system (e.g CRM 5.0). These elements are present under two nodes with modification assistant and without modification assistant. Objects present under with modification assistant have the modification assistant ON and we can see the modification logs. The objects in green color as shown below are the objects processed already and the ones in blue are the ones which still need to be processed. These two objects are to be processed by the ABAP team. Apart from the nodes With modification assistant and Without modification assistant , there is one more node sometimes Deleted objects. This node contains objects which are deleted in the newer version of SAP and this node is to be left as it is. Developer has to decide whether to keep the latest version of the object / Reset to Original /Adapt modification in the previous system. 5/7/2015 11
  12. 12. T-code spdd 5/7/2015 12
  13. 13. SPAU phase The SPAU transaction contains the objects Programs, Reports, Screens, Messages, Notes, Function Modules etc. which have difference in the Latest SAP request and the previous ones. Compare the objects in Version Management and decide whether to Reset to Original or Adapt Modification. In adapt modification, the SPAU gives us the empty space to write our code by having a reference to the code in previous request, we can decide and write the code with some corrections when required. This is in the case of objects present in Without Modification Assistant.In case of With modification Assistant, it opens a the program code in grey mode and we can insert or delete or modify code by pressing corresponding buttons in a similar way we do to modify any SAP standard code by using the access key. The objects present in SPAU do not require any access key for a period of around 15-20 days after which SAP automatically locks those codes and after this locking, if we want to change or delete any code in SPAU objects, we would require an access key. So it is a good practice to finish the SPAU phase in 10-15 days time. In SPAU also, only one transport request is to be made for all objects as a best practice. 5/7/2015 13
  14. 14. T-code spau 5/7/2015 14
  15. 15. T-code wcf_cc Run Webclient UI Framework Check transaction WCF_CC to check the consistency of the enhanced views. This will highlight the issues with the enhanced components. Compare the Repositories and adjust to be in sync with the current SAP version Compare the HTML source / BSP definition of all views to make sure the page attributes and HTML are in sync with the SAP version Validate/compare any methods that were redefined and verify before calling "superfor adjustments. 5/7/2015 15
  16. 16. Upgrade dos and donts 1. Do a Hardware Evaluation:A hardware evaluation will determine whether the upgraded software will run--and run well--on the current servers and user machines. To determine whether or not your hardware can handle the upgrade, you will have to access the system requirements. You may find that some existing servers or PCs may not have the power to run the new software. 2. Use the Upgrade Document to Plan the Process :Some CRM vendors provide informative documents to ensure you aren't reinventing the wheel during an upgrade. However, it's important to be aware of your own environment and how it fits into the plan; the upgrade steps may be a useful outline, but they don't take into account your particular circumstances. It's beneficial to create a plan outlining the places you expect to run into issues, such as customizations and problems with shared servers. These particular business nuances are important to your upgrading process, helping ensure the upgrade itself does not negatively impact other parts of your business. 3. Perform a Test Upgrade First In order to implement a new system you have to take down the old one. A test upgrade allows you to figure out solutions to problems before the actual upgrade. When performing a test upgrade, first minimize the downtime during the transition and figure out what bad data or customizations will be a problem. Then, when you do the real upgrade you already know where you will have problems and how to quickly fix them. 5/7/2015 16
  17. 17. Upgrade dos and donts cont.. 4. Learn from Prior Upgrades If you want to make an upgrade happen quickly and smoothly, your best bet is to call in an expert. Once you have seen the same issues resurfacing over and over again, and have complet