DOC-8132

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SAP for Automotive Sales&Service

SAP for Automotive solutions support key industry sales and service processes that deliver superior customervalue - and drive profitable, long-term customer relationships. Sales and Service Organizations are responsiblefor marketing, selling and servicing vehicles and for a positive ownership experience after the purchase.

For an introduction of Sales & Service Organizations, their players, their concerns, their key questions andtrends, read the Getting Started with Automotive Sales & Service Organizations or download the article"Getting Started with Automotive Sales & Service Organisations". In the section below you can find informationon the different solution areas in Automotive Sales & Service including customer success stories, businesstransformation studies, and published blogs.With SAP solutions for Automotive, you can automate and streamline:

Vehicle sales management on page Aftersales support and service on page Service parts management on page Dealer business management on page

Vehicle sales managementVehicle sales management - Manage the entire vehicle life cycle - so you can deliver the right vehicle to theright place at the right time. For vehicle importers and distributors, SAP supports the global shift from make-to-stock to make-to-order strategies.

About The New, New Automotive Dealer Portal SAP Automotive Dealer Portal is part of SAP Business Suite 7.0. Read this overview to learn about thefunctionalities of the new SAP Automotive Dealer Portal.

Enabling Close collaboration with Automotive Dealers for Vehicle Sales Management When dealers purchase vehicles, they must have access to the systems of the importers and OEMs. Thequality of this access significantly impacts the effectiveness of the cooperation between dealers and importers.This can be achieved by the use of the automotive dealer portal what is operated by the OEM, importer orwholesale organization as a web-frontend of their own SAP ERP solution for their retail network. This blogdescribes the business benefits of the automotive dealer portal for vehicle sales and gives an overview onthe features and functions, as available per the Business Package "Automotive Dealer Portal for VehicleManagement 1.4" (EhP4).

The Architecture of the new Automotive Dealer Portal



Shiny layouts, easy navigation and some handy features for daily users are aspects of the SAP AutomotiveDealer Portal, but what comes with the new technology, the SAP Web Dynpro? Get insights on the concept ofthe one-system approach, the set-up of user access and basics on the architecture using SAP Web Dynpro forABAP.

Campaign Management with Channel Partners Running campaigns is a core task of any marketing organization. Read this blog to learn about CampaignManagement with a Channel Partners business scenario offered in SAP CRM.

Lead Management with Channel Partners Once a campaign has been executed, we can expect customers to respond to the campaign via a multitudeof channels such as calls to your customer support center and visits to your partners. Each of these customerenquiries are potential leads and SAP CRM's powerful lead management capabilities allow you to create,manage, distribute and track leads within your organization and with your partners.

How to Distribute Leads Automatically to Partners in SAP CRM? The video in this blog shows how a channel manager selects leads to be distributed to partners and usingpredefined rules maintained using Rule Policies. Based on criteria within the lead and channel partner the bestsuited partner is determined by the rule and assigned. The channel manager can manually distribute the leadto a specific partner as well.

Collaborative lead processing with channel partners via Adobe Interactive Forms Discover a simple and powerful way to distribute leads to channel partners with SAP CRM via AdobeInteractive Forms.

Integrating Marketing; Sales efforts The video in this blog shows how SAP CRM Marketing can help better coordinate lead qualification and leaddistribution to the proper follow-up channels to integrate Marketing and Sales efforts.

Collaborative Campaign Management Collaborative Campaign Management improves channel marketing effectiveness and efficiency. Thisfunctionality in SAP CRM enables Cross-channel campaign management, Partner-customized campaigns andPartner-customized communications.Vehicle manufacturer Iveco improved its warranty- and vehicle-management operations Consider how Italian industrial vehicle manufacturer Iveco improved its warranty- and vehicle-managementoperations using the SAP for Automotive solution portfolio - streamlining vehicle-ordering processes,enhancing revenue-cycle management, and providing online order-management for importers and distributors.

Grupo Q drives down costs and fuels growth Read why El Salvador-based Grupo Q - which sells, services, and finances automotive vehicles in CentralAmerica - chose software from the SAP for Automotive solution portfolio to drive down costs and fuel growth.With SAP software, it now has the support it needs to become a world-class organization.



Proton Edar implements a comprehensive solution for vehicle distribution, sales, after-sales, andfinance Read how the marketing arm of Malaysia's national car manufacturer implemented a comprehensivesolution for vehicle distribution, sales, after-sales, and finance with SAP ERP. The solution integrates withmanufacturing systems and enables collaboration with dealers and government entities.

Toyoto Material Handling Find out how Toyota Material Handling got the lift it needed from SAP Customer Relationship Management andSAP NetWeaver components. The company increased the efficiency of its sales force, enabled better decisionmaking, and provided real-time sales and service for its customers.

Volkswagen of South Africa Consider how this Volkswagen subsidiary - faced with an increasingly competitive market - transformedcustomer service, exploited marketing campaigns and sales leads to improve brand value and scale forongoing growth, and created an IT environment for future growth with the SAP Customer RelationshipManagement application.

Aftersales support and serviceAftersales support and service - Align all aftersales service - including service sales and marketing, customerservice, service delivery, and service parts logistics - to maximize profitability and revenue, improve customerservice, and reduce costs.

Quality Insight for the Automotive Industry Quality Insight is necessary to protect not only customer but also the Brand. This article discusses the variousdata building blocks that allow companies to achieve real insight.

Warranty Processing via the new Automotive Dealer Portal The new Automotive Dealer Portal made by SAP includes: Vehicle Sales Management, Spare Part Salesand Warranty Management. The new Automotive Dealer Portal typically is hosted by the OEM or importer forthe dealer or service provider as a portal web front-end. This blog talks about the third component, WarrantyManagement within the new Dealer Portal. Warranty process challenges are discussed, how the Dealer Portalhelps address these challenges, solution details and benefits are given.

Read an About The New, New Automotive Dealer Portal and learn about the The Architecture of the newAutomotive Dealer Portal.Efficient Spare Parts Processing with collaborative Dealer Portal The new Automotive Dealer Portal includes: Vehicle Sales Management, Spare Part Sales and WarrantyManagement. This Automotive Dealer Portal is typically hosted by the OEM, Distributor or importer for thedealer or service provider as a portal web front-end. This blog talks about the second component, Spare PartsProcessing within the new Dealer Portal. A short overview of part processing is provided here.



Archiving in automotive Warranty Read this introduction of archiving warranty claims with the standard transaction SARA for Warranty in SAP forAutomotive.

Introduction to the Interaction Center Agent Inbox The SAP CRM Interaction Center supports multi-channel customer interactions in the domain of sales,marketing and service. In this blog entry, we will drill down into Interaction Center functionality, and take acloser look at the capabilities of the Interaction Center Agent Inbox.SAP CRM 7.0 Interaction Center Agent Inbox Enhancements Read this blog to learn about enhancements of the Interaction Center Agent Inbox in SAP CRM 7.0. TheInteraction Center Agent Inbox is an integral part of customer interaction processing for agents.Basics of Installed Base Management in SAP CRM Anything a customer owns is an asset for him and the management of these assets becomes an integralpart of it. To be an efficient service organization and to serve the customer better maintaining a record of thecustomer's assets therefore becomes extremely important. In SAP terminology the customer asset is termedas installed base and the management of these assets is termed as Installed base management.

Zhengzhou Yutong Bus Learn how Zhengzhou Yutong Bus Co. Ltd. used the SAP Customer Relationship Management application tobecome a more customer-centric company. See how the company used the software to optimize sales leads,gain business insight, improve service, and increase revenues.For more examples of successful implementation of Aftersales Support and Service, have a look at thesedocuments linked above: Volkswagen of South Africa, Proton Edar, Iveco.

Service parts managementService parts management - Integrate service parts planning and logistics to reduce service and maintenancecosts - and increase reliability, availability, and return on assets - while improving customer service.

Bajaj Auto - Simplifying Spare Parts Planning and Distribution Find out how Baja Auto's planning and distribution process became more streamlined, leading to improvedspare parts availability and greater customer satisfaction after implementing SAP software. Bajaj Auto Ltd.,the flagship company of India's Bajaj Group, is the world's fourth largest manufacturer of two- and three-wheeler vehicles. Its manual process for planning and distributing spare parts was inefficient and could nothandle growing complexities.

Ford Motor Company Read why, when Ford Motor Company decided to overhaul its service parts management systems, theauto giant chose to team with SAP to develop a world-class service parts planning solution. Now Ford hasenhanced the quality of its customer service with improved planning capabilities and greater supply chainvisibility.



Dealer business managementDealer business management - Streamline and automate dealer operations, including customer management,vehicle sales and administration, and vehicle service and parts management, making it easier for customers tobuy vehicles and acquire needed services, parts, or accessories.

Analyze and Improve Dealership Profit Margins with SAP DBM and BusinessObjects Learn how SAP solutions that dealers use to run their day-to-day operations will help in gathering andanalyzing data to provide actionable intelligence. SAP DBM and BusinessObjects together, deliver powerful yetvery user-friendly and easy-to-use tools to capture and analyze the various aspects of dealership operations.

Web Based User Interface for Service Advisors: Making Service Advisors' Life Easier A lot of feedback we have received from customers for previous versions of DBM addresses the simplicity ofthe transactions and the usability of the screens for workshop personal. With DBM 7.0 we have conductedextensive research and worked with some of our strategic customers to see how their employees are usingDBM and what can be improved.

Better Service Processes in Tough Times (Enhancements/News within DBM 7.0 for Vehicle Service) In the difficult economic times, customers usually delay buying new vehicles and tend holding on to theirvehicles for a little longer. While the margins of new vehicle sales are under enormous pressure, dealers seethe need to compensate this by streamlining their growing service business. Therefore improving workshopoperations is at the center of the focus for many dealerships and DBM 7.0 brings a lot more to the table thanprevious versions.

Parts Process in SAP Dealer Business Management 7.0 Parts department is one of the key revenue generating areas in any dealer operation. Read Moncumbu Raju'sblog to take a look at some of the feature & functions.

Customer Management within SAP Dealer Business Management Application, Release 7.0 Customer Management is a strategic approach for planning, steering and processing customer interactions.The overall goals of effective and efficient customer management are to win new customers, to retain those thecompany already has, to reestablish relationship with former customers, and to reduce the costs of customerservice. This blog talks about the the most important enhancements and benefits of SAP Dealer BusinessManagement Application Release 7.0 (SAP DBM 7.0).

Whats new with SAP DBM 7.0 Read this blog and find out how SAP Dealer Business Management can enable automotive dealerorganizations to integrate processes, know their customers throughout their life-time at any time and managethe enterprise operationally, tactically, and strategically.

Combining Automotive Wholesale and Retail with SAP for Automotive Merging businesses and their unique processes is a challenge of its own, and coping with potentially disparateIT infrastructures to achieve a reasonable TCO is another strife. The SAP Dealer Business Management



(DBM) and the SAP Vehicle Management System (VMS), both based on SAP ERP, provide comprehensivefunctionality for key scenarios of retail and wholesale businesses.Technical Enhancements within Dealer Business Management (DBM) the Flowerpot and Actions Discover how you can use actions to enhance the order engine (OE) component of the DBM 6.0 industrysolution.

DBM Value Increase for Asset Read this example to learn how adapt your system to make an increase of value of an asset possible.

ERPs and Dealerships: Coming Soon? Fragmented systems at dealerships have not kept up with development, and cannot efficiently support today'sfast-moving, competitive and multi-faceted business. The key is to take a more integrated approach to IT, anduse an ERP to provide better visibility and control in vehicles sales, service, customer care, and parts supplyacross the dealership.

The Dealer Sales Process: Enabling the Front Line (Part 1) When a customer comes into a dealer's showroom, that's a valuable chance to sell a vehicle. But the benefitsof taking advantage of that opportunity run deeper, because that sale is also an entry point for selling otherservices and products, including financing, insurance, service contracts, extended warranties and accessories-not to mention ongoing service. It is, ideally, the beginning of a lasting relationship, and dealers need to armtheir salespeople to succeed in those opening interactions, and build solid relationships with customers.

The Dealer Sales Process: Enabling the Front Line (Part 2) Tom Wright, Industry Principal at SAP America, Martin Schwarz, Senior Scientist at Automotive Insight, andUte Gramann, SAP AG, BPX Automotive, explored the need to support frontline sales efforts at the dealer. Inthe second blog of the series, they continue that discussion, looking at the kind of CRM tools and processesneeded by salespeople, and how dealers can make the best use of those tools.

AMAG Automobil und Motoren AG Read how this leading Swiss automotive dealer chose SAP Dealer Business Management to provide forbetter sharing of customer data between its many dealerships. As a result, the company has improved themanagement of its customer master data and, most importantly, customer service.For another example of how SAP Dealer Business Management can help you, read how Grupo Q was able toreduce costs by implementing SAP for Automotive.

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