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The Customer Fact Sheet (CFS) ES bundle gives instant access to all customer-related data regardless of which business application or database this data is stored in. It allows a salesperson to access information such as address data, contact data, credit scores, and order histories from SAP ERP and other backend systems in a single place through a customizable interface.

Existing solutions may require a salesperson to log on to different applications such as ERP, CRM, data warehouses, customer databases, order fulfillment systems, and credit management solutions to collect the necessary data. The CFS ES bundle makes all of the latest data accessible to the user---in near real time. In this way, the CFS ES bundle enables easier and more efficient customer interactions, thus increasing end-user productivity.

The CFS ES bundle differentiates itself from other customer fact sheet solutions through its use of enterprise service operations and the resulting ability to connect with multiple business applications, both SAP and non-SAP alike. Using the enterprise service operations and business objects in this bundle, an organization will be able to see master data, credit information, last orders and back orders, open quotations, delivery delays, and customer analyses in one place and in whatever order and combination best meets the needs of the enterprise.
The data incorporated into a CFS template is fully customizable by a business architect. This template can integrate more than 40 enterprise services to create a reusable form for sharing information about a customer, updating that information in several backend systems, and analyzing that data for sales tracking purposes. Along with being a source of master reference data for a sales associate, the customer fact sheet can be used for a variety of functions, including:

  • Creating and changing a sales order
  • Verifying customer credit information
  • Maintaining and displaying basic information such as customer address and contact person
  • Analyzing sales and logistics information for a particular customer

Customer Fact Sheet (click to enlarge)

The CFS ES bundle is of value to many roles within the enterprise. Here are a few roles that will benefit from using CFS:

  • Sales representatives looking to brief themselves before a customer visit. They have the ability to access the latest data online, or print it out in PDF format to carry with them during a field call.
  • Customer service representatives who may interact via phone with a customer seeking service or delivery information on a recent order and who may want to access information in near real-time.
  • Sales managers seeking aggregated customer analysis collected over the long term to track incoming order value, distribution channel trends, and so on.

Audience

Any industry that is doing customer management in an SAP or non-SAP environment will find this bundle of value. Companies that have more than one order management solution and other customer management solutions can also leverage the enterprise SOA-enabled capabilities of the CFS ES bundle.

For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.


How to Use This ES Bundle

Successful customer service, sales, and marketing interactions rely on gathering comprehensive customer data. The knowledge workers and managers who use this information are often charged with hunting for data in as many as several dozen different locations. And once the data has been gathered, a sales associate or customer service representative may still have to flip through several pages of documents and spreadsheets in order to find the information required to complete a transaction or service call. This can lead to any number of problems: frustrated service representatives, irritated customers, and lost or erroneous data.

Customers expect quick and accurate service, and this is only possible when their sales and customer service representatives have access to homogeneous and real-time data sources. Customer Fact Sheet centralizes any number of databases and can update them simultaneously, providing a real-time, single source of critical information on each client. Customer Fact Sheet also allows for a bird's eye view of sales and logistics data, crunching the numbers from many databases into meaningful, actionable information.

Flexibility and adaptability are key features of this ES bundle. A business architect can create a CFS template that meets the unique needs of given roles within the enterprise, aggregating critical information in one place and in a format that provides customer service or sales representatives with just the information they need.


This section explores a series of use cases for the Customer Fact Sheet ES bundle. Each use case shows how different outcomes can be achieved by using the enterprise services in different combinations. While these examples illustrate a few of the ways that this bundle could be used, the intention is to show the flexibility and reusability of these business objects and enterprise service operations so that you will have a clearer understanding of how to best deploy them in your own environment.

Use Case 1: Client Visit by Field Sales Representative

The process begins when a business architect builds a fact sheet template with predefined data blocks that are customized to the needs of the field sales representative. The data can originate from any number of available backend systems. The business architect then creates several templates for each function. There may be more than one form for sales representatives---different templates might apply to different industries, for example, or different geographic regions (one for the U.S., another for Europe, and a third for Asia).

In order to better illustrate the next steps, let's imagine that a sales representative at a coffee roasting company is preparing to make a sales call to the owner of a chain of coffee houses. Using an interface created by the company in advance, the sales representative would search for the customer using the Find Customer Address Basic Data by Name and Address
] enterprise service. Having found the correct customer entry, the sales rep would then select it, thus putting into action a chain of service operations that retrieve and update related business objects.

These are just a few of the possible data blocks that may be gathered from backend systems, organized, and displayed for the service representative.

A prototype of a customer fact sheet using the services in this bundle along with elements from Google Maps (click to enlarge)

This information is gathered in the backend, often prepopulating a form that is displayed on the service representative's screen. He or she can then transfer the file electronically or print it as an Adobe PDF document. The same process can be started from a remote location, and the form can be transmitted wirelessly for use in the field.

Armed with the pertinent data about the coffee chain, the sales representative makes his client visit. During the visit, the sales representative learns that the owner of the coffee chain has hired a purchasing manager, and he is the new contact person for all future interactions. The sales representative would then utilize a change or update feature built into the forms template by the business architect (alternatively, this feature can be updated by another person directly into the appropriate backend system). The sales representative inputs the new contact information and clicks a button that utilizes the Create Customer Relationship Contact Person service operation. He then uses the Cancel Customer Relationship Contact Person service operation to delete the old contact. The contact information is then automatically updated in all corresponding databases either immediately or as part of a regular batch update process.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A business architect builds a fact sheet template with predefined data blocks customized to the needs of a sales representative

(No enterprise service is invoked during this step)

Step 2: The business architect then builds several templates for each function

(No enterprise service is invoked during this step)

Step 3: While preparing to make a sales call, a sales representative (user), using a customized interface supported by the enterprise services in this bundle, searches for customer information

Find Customer Address Basic Data by Name and Address

Step 4: The user selects the correct customer from the search results to access information

(See below)

Step 5: The composite application, in a sequence of enterprise services, gathers customer information into a single file or document and propagates it to the user's UI

(See below)

step 5a: All contacts at the customer site

Read Customer Relationship Contact Person

Step 5b: Company communication details and address

Read Customer Basic Data

Step 5c: Recent orders by the customer

Find Sales Order Basic Data by Elements

Step 6: The user takes the information and transfers the file electronically or prints it as an Adobe PDF

(No enterprise service is invoked during this step)

Step 7: The user then makes the sales call to the customer's site. While there the user must update contact information for one or more contacts

(No enterprise service is invoked during this step)

Step 8: Using the change or update feature built into the forms template by the business architect, the user can add a new contact

Create Customer Relationship Contact Person

Step 9: The user can delete an out-of-date contact

Cancel Customer Relationship Contact Person

Step 10: The changes are automatically replicated to all of the corresponding backend databases immediately or later as a batch process

(No enterprise service is invoked during this step)

Use Case 2: Customer Service Representative Phone Call

A business architect builds the customer fact sheet template with predefined data blocks, including retrieiving customer information using Find Customer Address Basic Data by Name and Address. This is the starting function used by a service representative when a customer calls in the afternoon seeking to change an order for 14 Kg of Kenyan coffee placed that morning to 30 Kg of Ethiopian beans.

The search returns the customer number and the service representative then invokes Read Customer to return detailed information about the customer (this service is relatively comprehensive in reading the customer master) and Find Sales Order Basic Data by Elements to drill down into sales-related information. The information on display allows the customer service representative to interact with the customer based on current and past orders, customer credit history, contact and address info, and so on. Using the Lean Order Management web-based interface included with ERP, which can interface with the Customer Fact Sheet ES bundle, the service rep can change the order quickly and easily in the backend system.

SAP ERP's Lean Order Management web-based interface (click to enlarge)

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A business architect creates a customer fact sheet template with predefined data blocks, including the ability to retrieve customer information supported by a "Find" enterprise service in this bundle

(No enterprise service is invoked during this step)

Step 2: A sales representative (user) using this template receives a customer call to make a change to an order

(No enterprise service is invoked during this step

Step 3: The user searches for the customer's information

Find Customer Address Basic Data by Name and Address

Step 4: The user selects the correct customer from the search results to read the information

Read Customer

Step 5: The user then triggers the system to search for sales-related information

Find Sales Order Basic Data by Elements

Step 6: The user can then provide relevant information to the customer

(No enterprise service is invoked during this step)

Step 7: Using the SAP ERP Lean Order Management Web-based interface the user can make changes to the order

(No enterprise service is invoked during this step)

Use Case 3: Customer Service Representative Escalation Call

A customer calls and wants to know: "Why hasn't my coffee been delivered yet?" It's two hours after the promised time and the customer has the jitters. The customer service representative promptly calls up the customer fact sheet, which was designed by the business architect to include a list of the latest sales orders.

When the data is accessed, an important service operation is invoked in the background: Find Sales Order Basic Data by Buyer and Delivery Blocked. When there is a blocked order, it is flagged on the customer fact sheet displayed to the service representative. This information can then be relayed to the customer. Depending on the parameters determined by the business architect, that customer service rep may be able to unblock an order. Alternatively, a company may decide that only a credit manager is allowed to complete that function, and the business architect configures Customer Fact Sheet accordingly. The customer service representative would then escalate the call to the credit manager.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A customer calls with a concern regarding the delivery status of an order

(No enterprise service is invoked during this step)

Step 2: The customer service representative (user) calls up the customer fact sheet, which is designed to include recent sales orders. The composite application automatically searches for and flags any blocked orders

Find Sales Order Basic Data by Buyer and Delivery Blocked

Step 3: The user can relate information regarding the blocked order

(No enterprise service is invoked during this step)

Step 4: The user can then initiate the process to unblock the order

(No enterprise service is invoked during this step)

Use Case 4: Tracing a Sales Document to a Related Delivery

A customer calls and inquires why the coffee delivery he received is not the one he ordered. He ordered fair trade quality Ethiopian decaf and instead received Columbian extra dark. The customer service representative apologizes on behalf of the company and looks up the customer using the Find Customer Address Basic Data by Name and Address enterprise service. When she selects the customer from the search list, the customer fact sheet is built. It shows recent deliveries, but now, given the problems with the order, the customer service rep decides to look up the related sales order using the Find Business Document Flow by Anchor Object Node Reference enterprise service, which displays related documents. Reviewing these related documents shows that the wrong product code was entered by the order entry clerk, and one character difference meant shipping the wrong product. After discussing the situation with her manager, the customer service representative settles on allowing the customer to keep the erroneous shipment and sending out another order with the correct coffee beans by second-day express.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A customer contacts a customer service representative (user) to complain that a recent order is incorrect

(No enterprise service is invoked during this step)

Step 2: The user looks up the customer information

Find Customer Address Basic Data by Name and Address

Step 3: The user selects the customer from the search results

(No enterprise service is invoked during this step)

Step 4: The composite application builds a customer fact sheet showing recent deliveries

(No enterprise service is invoked during this step)

Step 5: The user then calls up the sales order related to the problem delivery

Find Business Document Flow by Anchor Object Node Reference

step 6: The user can read information and sees that a wrong product code was entered

(No enterprise service is invoked during this step)

Step 7: A process to resolve the issue can be initiated

(No enterprise service is invoked during this step)

Use Case 5: Customer Self-Service

Customer service reps and sales reps can benefit from customer fact sheet, but so can customers themselves. The coffee company decides to create a portal through which customers can look up their account executives and perform other functions like maintaining their bank details should their information change.

The portal allows customers to find their information using their customer number. A customized customer fact sheet, aimed at the customer, is then displayed, offering options to the customer, with options to:

The possibilities for self-service are virtually unlimited given the wide array of enterprise services provided by the Customer Fact Sheet ES bundle.

The follwoing table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: A customer (user) accesses the company's Web portal and enters a unique ID to access account information

(No enterprise service is invoked during this step)

Step 2: A customized customer fact sheet is propagated to the UI

(No enterprise service is invoked during this step)

Step 3: The user can choose to find the name and contact information for the account executive

Read Sales Arrangement

Step 4: View banking information

Read Customer Bank details

step 5: Update banking information

Update Customer Bank details

Step 6: Search for upcoming deliveries

Find Outbound Delivery Simple by Customer

Step 7: Select a delivery to see the details

Read Outbound Delivery

Simple Sample Apps available

If you are looking for best practices in consuming enterprise services from the Customer Fact Sheet ES bundle, please refer to the following Simple Sample Apps as ready-to-run examples, including testing data for immediate use:

Best Practices

Customer Fact Sheet Solution

Customer Fact Sheet is available as an SOA Package* on 

The Customer Fact Sheet solution offers customer service agents and sales representatives a 360 degree view on customers' data.

The Package inculdes the following features:

  • Provides easy-to use dashboard -  all relevant information of customers are displayed within one user interface, eliminating the need of calling different transactions; user does not need to have knowledge about backend functionality
  • Increases productivity of customer service agents and sales representatives by allowing fast execution of requests, and thus increasing quality and customer satisfaction
  • Access to the following data is provided: sales orders, open sales items, deliveries and invoices. Optional data includes reports, customer data, communication, complaints, etc.
  • Flexible UI: Provides capabilities for displaying additional data

This SOA Package relates best to the use cases 2, 3 and 4 described in the Chapter How to Use This ES Bundle above, but can be enhanced to also allow use cases 1 and 5 or any other use case around customer related data.

For detailed information including pricing, visit https://www.sdn.sap.com/irj/ecohub/solutions/customerfactsheet

Sales Order Tracking Solution

Sales Order Tracking is available as a SOA Package* on  

The Sales Order Tracking solution allows customer service to answer inquiries about the delivery status of a complete sales order or for a certain material especially with respect to the estimated delivery date.

The Package inculdes the following features:

  • Provides web based transparent automated and integrated process for customer service centers to enable quick responsiveness for customer inquiries
  • Seamless integration of business partners (supplier and business partner)
  • Improves visibility of sales order and shipment status for customers across the complete logistical supply chain (incl. suppliers and logistic service providers)
  • Provides automation of status retrieval without media breaks
  • Enables efficient execution of customer inquiries regarding order status by using optimal information quality
  • Optimized, customer tailored user interface providing comprehensive information at one glance

For detailed information including pricing, visit https://www.sdn.sap.com/irj/ecohub/solutions/salesordertracking

*What is a SOA Package?

A package results into a Business Solution by rapidly implementing a tailored application based on SOA (e.g. composite application).
It leverages the following components:

  • Delivery Type (e.g. make-to-order / Coaching, Custom Development, Customer Project)
  • Technical Components (e.g. Composites, Enterprise Service Bundles)
  • Methodology and Tool Support (e.g. BPM, BRM, NW CE)

The package allows online selection of the components according to business needs.

Best Practices to Share?





Existing Sample Code

Sample Code to Share?

If you've developed any sample code for implementing this bundle, no matter what language the code is written in, please edit this page and add it here.

For one example of sample code, see Developing composite applications with PHP - consuming ESA Services, a blog by Frederic-Pascal Ahring that describes using the services in this ES bundle with PHP.

Future Directions

There are many potential ways to extend the capabilities presented in the CFS ES bundle. One likely add-on is the use of Adobe Interactive Forms to enter and process information. This would also allow a field sales representative to update or change data offline and then synchronize the information with the backend system later.

There is also the possibility for the CFS ES bundle to link with an external geographical information service such as MapQuest or Google Maps. This would allow a field sales representative to access a graphical map and directions to the customer location along with the basic address and contact information already provided.

It would also be useful for the CFS ES bundle to link with a fee-based credit rating clearinghouse. This credit information would be integrated into the customer fact sheet used by sales representatives and managers.

One of the advantages of service-oriented architecture is that it can be incorporated into existing or customized user interfaces. At the same time, not every role within an organization has a preexisting portal to utilize, and building one from scratch can be time-consuming and costly. Future add-ons to the CFS ES bundle may provide user interfaces for at least some of the roles.

Connectivity

The enterprise services are designed to operate on user interface design time and user interface run time, consuming the enterprise SOA services at one time. Connectivity may be achieved using SAP NetWeaver Visual Composer or Adobe Interactive Forms, and we are currently evaluating the possibility of Web Dynpro calling the services directly from the backend. But the CFS ES bundle is designed for use by inexperienced developers without programming language experience.

System Requirements

Success Stories

Implementing the Customer Fact Sheet at DeLaval

About DeLaval International AB

  • Location: Tumba, Sweden
  • Industry: Industrial machinery and components
  • Products and services: Milking machines and systems
  • Revenue: ?800 million
  • Employees: 4,500
  • Web site: http://www.delaval.com/
  • Implementation partner: SAP® Consulting

Customer View

DeLaval International AB - which sells milk production and animal husbandry systems through dealers - made its first foray into deploying enterprise services with its Web shop that is powered by the SAP E-Commerce application. The company used the customer fact sheet enterprise services to provide dealers with online information that is viewable through a personalized cockpit. The customer fact sheet is accessed via a My Data tab. Dealers can click on the tab to view personalized screens that deliver information drawn from the SAP enterprise resource planning (ERP) software.

The information includes their order and delivery data, account statements, and open and cleared items lists. The user screens combine and display the data from ERP functional areas such as financials, materials management, and sales and distribution - in effect, shielding the dealers from the applications but delivering the rich, targeted content they require.

DeLaval's dealers can now  access online data instead of waiting for printed end-of-month statements to be sent out to them, thus moving from a 'push' to a 'pull' environment, where people get information when they want it. The internal administrative effort required to compile and issue the statements is eliminated at the same time.

The project was piloted in England for proof of concept and then rolled out to some 500 users in North America. Some 170 dealers currently use the Web shop powered by SAP E-Commerce and the customer fact sheet. DeLaval will next install the new Web shop - with enterprise services - across Europe, bringing 1,200 dealers online. The rollout will cover (among other countries) Sweden, Norway, Finland, Germany, Austria, Switzerland, Poland, Belgium, Netherlands, Ireland, France, and Italy.

For DeLaval, the customer fact sheet provides a platform of reusable services that can help it solve new challenges by consolidating the customer and order information that is distributed across many systems and processes. The ready-to-deploy fact sheet can accomplish this across different business scenarios through configuration changes. This highlights the advantage of enterprise SOA and out-of-the-box enterprise services.

DeLaval views the customer fact sheet - and its integration with the SAP E-Commerce Web shop - as a "lighthouse" project for the use of enterprise SOA across its business. The company is working on prototypes for further enterprise SOA initiatives. These will include establishing a direct online link to end customers - the farmers that use DeLaval's equipment - and providing dealers with the capability to monitor assets for service planning.

Consulting Project View

Author: Karsten Klenz

DeLaval and SAP Consulting started the Customer Cockpit Project with an extensive plan and blueprint phase. In several workshops DeLaval's requirements and the functionality the ES Bundle Customer Fact Sheet delivers were matched. In this process DeLaval leveraged the ES Bundle's concept of integrating all customer related data regardless of which business application or database this data is stored in and was able to included functionalities formerly believed to be out of scope due to technical or semantical integration barriers.

The next decision to be made was the UI technology to use. As the Customer Cockpit is a data-centric application in a B2B scenario and the user types are heterogeneous, SAP's Web Dynpro technology was an easy choice. DeLaval's IT department, experienced in running, maintaining and enhancing SAP systems for years, had a strong ABAP background but hardly any Java experience, so Web Dynpro ABAP was selected for implementing the Customer Cockpit.

Last step in this phase was the preparation of a UI mockup. This helped verify the functional blueprint and enabled the customer to check that his requirements are fulfilled and expectations are met. The UI mockup required the close cooperation of business experts (What screen flow matches the business process best?), technical experts (What data flow is supported by the data model?) and UI experts (What is the best way to represent the data?).

The implementation phase was really short, only 20 person days. This was due to the fact that the enterprise service operations delivered with the ES Bundle Customer Fact Sheet are easy to integrate as they are well harmonized. The creation of a role-based, user-centric composite application was very easy using Web Dynpro ABAP.

Rollout started with a pilot in England, proofing the concept of a web-based Customer Cockpit, then in North America. Further countries are to follow.

SAP solutions:

  • SAP NetWeaver 7.0 (Usage Type AS-ABAP)
  • SAP ERP2005, Enhancement Pack 2 (Ramp-Up)
  • Enterprise Service Bundle Customer Fact Sheet

Contact: Jewgeni Kravets

Lessons Learned

Any Lessons Learned?

If you've used this ES bundle, please edit this page and add tips and tricks for optimal usage of the business objects and enterprise services and any other lessons learned you'd like to share.

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