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The Account and Contact Management ES bundle enables other processes to integrate business partner details;like account information and contact persons in their services.

All processes in CRM play around business partners. Whenever an activity, opportunity, order etc. is created there is at least one business partner related to this object and the information related to the business partner like address- or bank data is relevant for these processes. This bundle allows creating, searching and updating account details and contact persons, which is helpful e.g. whenever external parties should enter new customers or prospects or validate address data via a lean interface (e. g. Adobe Interactive Forms), without the need of being granted full system access.

External partners are using account information for all CRM processes. In partner channel management different partners need to have access to the relevant account data. This bundle enables the external customer processing.

Account and Contact Management
(click to enlarge)

Audience

All industries will use these services. All companies which use services in sales and marketing will also need services around the business partner.

The bundle is of use for following roles:

  • Managers
  • Clerks
  • Salespersons (Account Executives)

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


How to Use This ES Bundle

The Account and Contact Management ES bundle can be used by an individual customer interface.

Without the bundle only users with access to the CRM system are able to read, update or create customers or to assign customers to other objects like activities, opportunities, etc.. Account information was distributed via paper, e-mail and the information often was not up-to-date. However, now the Account and Contact Management ES Bundle provides the ability of cost saving and a significant improve of efficiency.

Use Case 1: Customer Processing

External partner creates new customer for a new opportunity. The external partner uses an Interactive Form to create new customers
The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: External Partner wants to create a new opportunity.
Therefore he first searches for the related account.

Find Business Partner Elements by Elements

Step 2: As no related account is listed in result list the partner uses an Interactive Form to create a new customer.

Create Customer

Step 3: The external partner creates an opportunity for this new customer.

Create Opportunity =>
Service of the Bundle Opportunity Management

Use Case 2: External Content Validation

External data provider gets a list of accounts for content and address validation.
The data provider gets a list with D-U-N-S numbers and updates account data.

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

Step

Enterprise Service Invoked

Step 1: External Data Provider gets list with D-U-N-S numbers for content validation.

none

Step 2: External Data Provider retrieves CRM account data according to the D-U-N-S number.

Find Business Partner Elements by Elements

Step 3: External Data Provider compares account data with their own account fata matched by D-U-N-S number.

Read Customer

Step 4: External Data Provider updates address, -communication and other related data

Change Customer

Step 5: External Data Provider creates new contact person

Create Customer

Step 6: External Data Provider assigns the contact person to a customer

Change Customer

Step 7: Create related Sales area information

Create Business Partner Relationship Sales Area Information

Use Case 3: Partner Channel Management

A Channel manager assigns a channel partner to the account

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

Step

Enterprise Service Invoked

Step 1: Channel Manager uses account search

Find Business Partner Elements by Elements

Step 2: Channel Manager checks account information

Read Customer

Step 3: Channel Manager uses search for channel partners

Find Business Partner Basic Data by Competency and Basic Data

Step 4: Channel Manager assigns channel partner to account

Change Customer



System Requirements

  • SAP CRM System

End-to-end Processes Where This ES Bundle Is Used