ADA SAP CRM Business Blueprint Presentation

SAP CRM ® for Higher Education

Business Blueprint

Project

Relationship Management for Universty Members

Consultant A.Orkun UYAR

© 2010 SAP AG. All rights reserved. /

AGENDA

1. Purpose

2. Assumptions

3. Master Data

4. Transaction Types

5. Solution Map

6. Developments


Purpose

SAP CRM will be positioned to manage and report the interactions with in university environment.


Assumptions

Students, academicians, employees(administrator), partners

(externals), equipments and all interactions with them should record

in system.

SAP CRM should provide solutions for fallowing business areas:

Facility Processes

Development Processes

PreAdmission Processes


AGENDA

1. Purpose

2. Assumptions

3. Master Data

4. Transaction Types

5. Solution Map

6. Developments


Master Data

Business partners; mean all people and organizations related with

university.

Marketing attributes; mean all spesific info types of business partner.

Categorization schemas; mean all types of request and complaints.

Organization; same with back-end system.(SAP ERP)

Equipments; same with back-end system. (SAP ERP)

Products; same with back-end system. (SAP ERP)


Business Partner

Business Partner is the main master data in ecosystem. It means all

university members; students, employees and sponsors.

We can differ university members with their business roles in system.

Business RolesZ001 Academician

Z002 Employee

Z003 Student

Z004 Partner Person

Z005 Partner Organization


Creating of Business Partners in system

This slide shows the source of creation for BPs.

Academician from ERP to CRM.

Student from ERP to CRM.

Employee from ERP to CRM.

Individual Partner manually in CRM, directly via website.

Corporate Partner manually in CRM, directly via website.


Business Role


Martketing Attributes


Subject Schema

Reason Schema


Facility Management

Facility processes contain all IT and field services.

ADA SAP CRM FACILITY MANAGEMENT

IT Service Management

Software Hardware

Field Services(only interactions)

Security CleaningCafe,

canteen, restaurants.

etc.


IT SERVICE MANAGEMENT

IT SERVICE CATEGORIES

IT10 Enterprise Hardware

IT20 Enterprise Software

IT30 Personal Hardware

IT40 Personal Software


IT SERVICE MANAGEMENT - 2

IT SERVICE SUBCATEGORIESIT10_01 Network equipment Enterprise Hardware IT10_02 Server equipment Enterprise Hardware IT10_03 Storage equipment Enterprise Hardware IT10_04 Wifi equipment Enterprise Hardware IT10_05 Telephony equipment Enterprise Hardware IT10_06 Macbook Pro Enterprise Hardware IT10_07 Classroom Mac mini Enterprise Hardware IT10_08 Printing/Copying Equipment Enterprise Hardware IT20_01 Embark Enterprise SoftwareIT20_02 PowerCAMPUS Enterprise SoftwareIT20_03 Millennium Enterprise SoftwareIT20_04 Symplicity Enterprise SoftwareIT20_05 SAP ERP Enterprise SoftwareIT20_06 SAP CRM Enterprise SoftwareIT20_07 Sharepoint Portal Enterprise SoftwareIT20_08 Turnitin Enterprise SoftwareIT20_09 Office 365 for Education Enterprise SoftwareIT20_10 Printing system Enterprise SoftwareIT20_11 BMS Enterprise SoftwareIT30_01 Laptop Personal HardwareIT30_02 External Hard Disk Personal HardwareIT40_01 Operating System Personal SoftwareIT40_02 Driver Personal SoftwareIT40_03 Antivirus Personal SoftwareIT40_04 Special licensed software Personal SoftwareIT40_05 Backup Personal Software


FIELD SERVICE MANAGEMENT

Universty Members can request or complaint about campus or personel, via various channels.

These channels could be website, call center or direct employee.

Website : Its possible with development.

Call Center : There is no any plan about it.

Directly : An employee who has authorozation can create request or complaint directly in CRM.


PM-CRM Integration

If a service request needs to be transform to the PM Order it could be possible with development.

Service Request

Situation is required to create a PM

Notification or Order?

PM Notification or Order


Transaction Types

SAP CRM can provide generic solutions for standard business process. In ADA SAP

CRM project these document types will be used:

Service Request

Task

Appointment

Individual outgoing e-mail

Mass mailing (campaign transaction)

In addition, some business processes need specific solutions according to their

requirements. We will customize and use these document types in CRM system:

Event

Opportunity


Transaction TypesService Request

University can receive notifications such as complaints or requests from outside

about specific issues. These type of of interactions will be kept on the CRM system.

In ADA SAP CRM project we will use “Service Request” concept for the solution.

Service request document / transaction type has these abilities;

Subject and Reason Categorization

University Members by function on document

Status Control and authorization.

please see the process flow in next slide.


Subject

Reason


Transaction TypesTask

Task is a document type which means a university member or an action that requires another action or assessment must be done by another university member.

The advantages of this document type are being traceable, assignable, terminable and also we can categorize the generic task types. In this project we will use general task document. A task document includes;

Description, Note

Task creator, Employee Responsible

Due date, Completeness Ratio, Importance, Active Status

Reference Action


Transaction TypesAppointment

If a department suffers from its schedule management about the appointments with other university members ‘Appointment’ document type should be used.

This document type has such advantages; employees can show their schedule on CRM WEB UI, Managers can plan their department workforce as balanced. Appointment document includes;

Reason, Location, Description, Dates, Status, Description, Notes Related universtiy members


Transaction TypesEvent

Admission and Student services department will use this document type for creating, developing and reporting the activities for advertisement of university and foundation.

Event organizer can include to the document;

Event members,

Event budget (as an information not related with finance now)

Event time,

Event place,

Attachments (Flyer, document, photo, e-mail)

Event status


Transaction TypesOpportunity

Development department will record a specific opportunity via this document type.

Additionally they can create follow up transaction over this document such as task, appointment, cash proceeds. We can list different opportunity types: Naming Sponsorship, Scholarship, Internship, Employment, Executive Education service, Student Projects Academic Projects(researches) Governmental Issue Consultancy

If a related parties agree on an exact sponsorship or business relation type, a hard copy can be produced as output. It will be generated with this opportunity.


ADA SAP CRM Solution Map

CRM PROCESSES

MODULES DEPARTMENTS KEY USER MASTER DATA INCOMING OUTGOING

FACILITY

IT SERVICES

IHASANOV employee, equipment

Technical problem or incident, software demand

service requestFeedback

FIELD SERVICES GGILLESPIE any uni member complaint or requestservice request Feedback

BUSINESS

DEVELOPMENT NHAJIYEV Partners Meeting Partnership Requestsservice request

Scheduling appointments, finding partners, creating opportunities

EXECUTIVE EDU GISMAYIL Partners, ProspectsMeeting the Enterprise Education

demandsservice request

Executive Education Publishings with mass mailing to the specific groups

CARRIER PLANNING AHAJIYEVA Students, Partners Meeting Consultancy Requests

service request -

MARKETING

MARKETING TMUSTAFAYEV ProspectsMeeting parent and prospect student

elucidating demandsservice request

Creating Events, gathering prospect student information and statics, reports,

Publishings , sharing information about ADA Academic Programs

ADMISSION TMUSTAFAYEV Prospects - Sending admission process elucidating individual mailing

STUDENT SERVICES TMUSTAFAYEV Students Social club establishing, registration Publishing of social club events

Mass mailing Campaing


Developments

If a business requirements can not be met with SAP standards, solution can be provided by development.

1. CRM in controls and automation

Organization determination; Setting default organization.

In ADA SAP CRM project there is only one organization so we will set it in documents.

Partner determination; finding responsible person on document.

According to the service request type we may need automatic partner determination.


Developments

2. Integration

Service Request create RFC for webchannel.

Partner , Relation and Attribute Create, update RFC for webchannel.

Activity Crate, List RFC for webchannel.

3. Outputs

Contract from opportunity.

It will be a hardcopy for sponsors to express the agreement type and conditions.


Team Leaders

IT Service Management

İsmayil Hasanov

Partner Management

Natig Hajiyevnt

Marketing

Turgut Mustafayev


SAP Standart Project Plan


ADA SAP CRM Project Plan

BASIS Set up of CRM Development System

Preparing Business Blueprint

Entegration with ERP

Generation of CRM Apps

Configurations

Developments

Engt. with 3rd Party Systems

Prototype

MAY JULY AGUST

A.Orkun UYAR SAP CRM Consultant

e-mail: [email protected]

Thank you.

ADA SAP CRM Business Blueprint Presentation

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