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The Customer Information Management - Business Operations ES bundle service enables SAP Business Partner for Financial Services (SAP BP-FS). Developed for international banks and financial service providers, SAP BP-FS is the central SAP application within the Financial Services Platform for saving and managing customer information. The ES bundle provides enterprise services to service enable the functionality of SAP BP-FS.

SAP BP-FS brings together all of a bank's customer data across every application, and enables the management of all business partner (customer) attributes that are relevant for your company centrally, as well as relationships between business partners. In addition, many function modules are provided for evaluation and analysis of business partners and their relationships.
The Customer Information Management - Business Operations ES bundle is designed to minimize data redundancy and exploit the advantages of data integration, with a strong focus on customer relationship management and new customer acquisitions.
The Customer Information Management--Business Operations ES bundle leverages enterprise SOA by providing key enterprise services that enabling composite applications (and especially other ES bundles such as Loans Management Business Operations, Current Account Management, and Account Origination) to update customer master data. Because it provides key services that will be reused many times, this bundle is foundational to all other banking industry bundles.

Customer Information Management - Business Operations (click to enlarge)



Audience

All employees in banking enterprises-such as managers, clerks, tellers, and customer relationship specialists-that interact with potential and established customers will find this ES bundle of value for creating, maintaining and managing business partner information.

Process Components in Customer Information Management - Business Operations

Business Objects in Customer Information Management - Business Operations

Enterprise Services in Customer Information Management - Business Operations

How To Use This ES Bundle

Successful banks, like many other service business, depend on establishing quality customer relationships. Once the relationship is established, the business can be further enhanced by customizing services for the customers.

The Customer Information Management--Business Operations ES bundle provides synchronous services to create, read, maintain and search for business partner data as well as to define relationships between business partners. Asynchronous services periodically inform the user about creation and changes of business partner data.

The following series of use cases for the Customer Information Management - Business Operations ES bundle show 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 ES 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. This wiki is also a space for you to share knowledge and collaborate with others who are implementing the Customer Information Management - Business Operations ES bundle.

Use Case 1: Create a New Business Partner

A customer enters a bank to initiate an account. A customer relationship manager determines the customer's needs and qualifications and presents a selection of products. Once the customer selects a product or products, the manager invokes Create Business Partner Main Data and enters the customer's personal information - name, address, phone number, social security number, birth date, and other key data - into the system. If he would like to add a relationship afterwards he needs to call the service Change Business Partner. Once all data related to the business partner is stored in the back end, changes can be made or contracts (which are stored in a separate accounting system) can be assigned.

Use Case 2: Search and Change an Existing Business Partner

A customer visits a branch of their bank to change her address because she is moving to another city. The customer relationship manager can use either Find Business Partner Basic Data by Elements to search for the customer by name, ID number, address, communication data, relationship, birth date or other key data. Once the customer's account is found in the system, the manager invokes Update Business Partner Main Data, changes the address, and saves the new information in the back end. If relationships have to be changed the service Change Business Partner needs to be used.

Use Case 3: Creating a Composite Using Services in this Bundle

A bank decides to set up a campaign to target existing mortgage holders for refinancing. The bank sets up a temporary call center for the campaign and develops a composite application with a web user interface for call center employees to use.

After sending out a direct mailing to its customers with a very good rate for refinancing, the inbound call center begins to get calls from customers.

A woman calls in to inquire about refinancing. The customer interaction specialist uses the find capability of the web-based user interface, which invokes Find Business Partner Basic Data by Elements to search for the customer by name, ID number, address, communication data, relationship, birth date or other key data. Once Ralph, the customer interaction specialist, finds her information, he mentions the data that is stored about income level, wanting to confirm the information. The customer realizes that her husband is not being considered on the application. Ralph adds her husband as a business partner through the web UI, which invokes Create Business Partner Main Data, to add the husband along with his income information. Subsequently Ralph creates the relationship "is married" between the woman and her husband while using Change Business Partner. Ralph then continues processing the refinancing application in the web UI, requesting information from the customer as needed.

Use Case 4: Updating Other Applications of Customer Information Changes

Many other applications require notification when customer information changes. For example, SAP Bank Analyzer keeps snapshots of customers at intervals so that the bank can perform analytics on a customer's changing portfolio.

To propagate customer information changes to applications that require such updates, a scheduled batch job invokes the enterprise services Inform Business Partner Main Data as Bulk and Inform Business Partner Relationship as Bulk. The changes may impact a customer's interest rate on a credit card, for example. In such a case, the application that handles such rate setting invokes the Maintain Bank Customer Price Specification based on Bulk Information service operation, which makes changes to backend systems based on predefined business rules.

System Requirements

Related ES Bundles

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