Web Channel - Key Capabilities

Scenario

Description

Software Units

Mandatory

Optional

Campaign Management

You use this business scenario to sell products to your customers using campaigns in the CRM E-Commerce Web shop. It covers the complete process for running a campaign starting with market analysis, continuing with execution of the campaign, and ending with the closure of the campaign and analysis of the results. After a campaign has been set up, it can be tracked throughout its duration and the results used in future planning. Criteria such as target groups, products, documents, people responsible and the budget are defined in the campaign for these activities.

1.       CRM Application Server ABAP
2.       CRM Application Server Java

1.       SAP BW / BI in SAP NetWeaver: At least SAP BW 3.5 with BI Content 3.5.2 - required for Campaign Analysis
2.       SAP ERP
Minimum SAP ERP version: SAP R/3 4.6C SP 43

Catalog Management

You use this business scenario to create a centralized product catalog that contains product descriptions, multimedia displays, pricing, and associated literature. The catalog enables quick and easy customer access to timely and personalized product information. Product catalogs are implemented in sales processes and are of particular importance in CRM Web Channel for presenting your products in the Web shop.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

Complaints and Returns Management

You use this business scenario to enable your customers to create complaints. You can then take action and meet their expectations. A complaint can be linked to a registered product or an installed base component. Complaints can also be linked to products from the product catalog. CRM Web Channel enables customers to manage their complaints and returns via the Web. In this scenario, customers register a product to activate its warranty. They then create complaints linked to a registered product with which they are not satisfied.

1.       CRM Application Server ABAP
2.       CRM Application Server Java

1.       BI in SAP NetWeaver: SAP NetWeaver 7.0 including BI Content 7.03 SP08
2.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)
3.       SAP ERP
Recommended SAP ERP version: SAP ERP 6.0
Minimum SAP ERP version: SAP R/3 4.6C SP 43

Contract Management

The Contract Management in CRM Web Channel business scenario enables you to create long-term agreements that contain information about prices and products for a particular customer or group of customers via the Internet. Your customers benefit both from the advantages of Contract Management, such as long-term agreements with attractive prices and advantageous terms of delivery, as well as those of using the Internet to order products or services, such as attractive presentation and quick and easy access to your company.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

1.       SAP BW / BI in SAP NetWeaver: at least SAP BW 3.0B — required for Contract Analysis
2.       SAP ERP
Recommended SAP ERP version: SAP ERP 6.0
Minimum SAP ERP version: SAP R/3 4.6C SP 43

Quotation and Order Management

You use this business scenario to enable Web shop customers to receive quotations or place orders for products and services, obtain real-time product availability, and track each order from manufacturing to distribution through service.
Quotation management allows you to confirm to customers that you will deliver a specific quantity or products at a specific time, and for a specific price. Within the framework of quotation management various sales functions are available to the sales employee, as well as special functions for quotations.
Order management allows you to enable customers to create and process an order and trigger subsequent logistics processing in SAP ERP. An order is a customer's binding request to your enterprise to deliver a specific quantity of products, or to provide a service at a specific time. A sales organization accepts the order, and therefore becomes responsible for fulfilling the contract.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

1.       SAP ERP
Recommended SAP ERP version: SAP ERP 6.0
Minimum SAP ERP version: SAP R/3 4.6C SP 43
2.       SAP BW / BI in SAP NetWeaver
At least SAP BW 3.5 with BI Content 3.5.2 ? required for Sales Quotation and Order Analysis in CRM
At least SAP NetWeaver 7.0 including BI Content 7.03 SP08 - required for event capturing
3.       SAP SRM Server 6.0 or higher — required for Sales Order Processing One-Step-Business in CRM Web Channel (has to be installed by the EBP vendor)

Service Request Management

You use this business scenario to enable your customers to use a web interface and create a service request for an installed base component. A service request is a detailed message sent to an agent concerning a product problem. When your customers create a service request, they can specify which product, installed base, or registered product is concerned by the request. Customers can check whether the service that they are requesting is covered by a warranty or a service contract. They can schedule an appointment at their convenience for the selected on-site service. This scenario reduces interaction costs and increases customer satisfaction.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

1.       BI in SAP NetWeaver: SAP NetWeaver 7.0 with BI Content 7.03 SP08
2.       SAP ERP
Recommended SAP ERP version: SAP ERP 6.0
Minimum SAP ERP version: SAP R/3 4.6C SP 43

Solution Assistance

You use this business scenario to enable your customers to solve their product problems by using a set of self-help tools.
Customers who encounter a product problem can visit your Internet Customer Self-Service (ICSS) and search for a solution. They should start with Frequently Asked Questions (FAQs), which are designed to address the more common product issues faced by customers. If an FAQ Search does not result in a successful resolution of the problem, customers can use the Solution Search, a second-line tool that enables them to enter a problem description and perform a search for relevant solutions.
If a solution still eludes customers after they have used the FAQs and Solution Search, they can turn to Live Web Collaboration to contact an agent directly. By opening your knowledge bases to your customers, you reduce interaction costs and increase customer satisfaction.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

Web Auctions: Auctioning via Web Shop

You use this business scenario to create and manage auctions in a Web shop of your own by using the auctioning via Web shop application. Web auctions are an increasingly popular way to reach new audiences and to allow market demand to determine price. They are also a particularly useful way to sell new and excess inventory, used assets, and time-sensitive products, hence reducing your sales and inventory costs.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

1.       SAP ERP
SAP R/3, SAP R/3 Enterprise, SAP ECC: At least R/3 4.6C

Web Auctions: Selling via eBay

You use this business scenario to create and manage auctions on eBay® by using the selling via eBay® application, which is integrated with SAP CRM and eBay®. Web auctions are an increasingly popular way to reach new audiences and to allow market demand to determine price. They are also a particularly useful way to sell new and excess inventory, used assets, and time-sensitive products, reducing your sales and inventory costs.

1.       CRM Application Server ABAP
2.       CRM Application Server Java
3.       SAP NetWeaver 7.0 Search and Classification (TREX 7.0)

1.       SAP ERP
Recommended SAP ERP version: SAP ERP 6.0
Minimum SAP ERP version: SAP R/3 4.6C SP 43

Note:
The CRM Web Channel application has not been integrated into the new CRM WebClient UI. This application uses its own user interface based on Java.
For more information about CRM Web Channel and accessing this application, see installation guides for SAP CRM 2007 at

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