Customer relationship management with SAP business one

Nếu như mấy năm trước khái niệm ERP (Enterprise Resource Planning Phần mềm hoạch định nguồn lực DN) còn khá lạ lẫm đối với DN VN thì năm 2006 thị trường này đã có dấu hiệu nóng lên tên tuổi những nhà cung cấp ngoại nhờ những chính sách hấp dẫn về giá so với các phần mềm ERP nội. Cuối năm 2006, hai hãng phần mềm hàng đầu thế giới là Microsoft và SAP chính thức vào thị trường ERP VN đã cho thấy sự nhanh nhạy của họ trước thời cơ khai phá thị trường ERP còn khá màu mỡ của VN. Đầu tháng 3 năm nay SAP đã có thêm một bước đi quan trọng: ký kết hợp đồng đối tác chiến lược với Công ty Hệ thống thông tin FPT (đại diện cho Tập đoàn FPT) nhằm cung cấp các giải pháp phần mềm DN của SAP tại thị trường VN. Nhà cung ứng ngoại tăng tốc Khẳng định lựa chọn của mình, ông Eric MacDonal Chủ tịch SAP khu vực Đông Nam Á nói: VN là một trong những thị trường tăng trưởng nhanh nhất khu vực Đông Nam Á. Chúng tôi rất vui mừng khi mở rộng hoạt động của mình tại thị trường VN và hi vọng không lâu sau, các sản phẩm mũi nhọn của SAP, như giải pháp ERP, CRM (quản lý quan hệ khách hàng) sẽ trở thành sự lựa chọn của các DN khu vực Châu Á Thái Bình Dương. Hiện nay, phần mềm DN của SAP đang hiện diện tại gần 30 ngành công nghiệp dịch vụ, như công nghệ cao, dịch vụ tài chính, phân phối lẻ, y tế và các ngành công cộng khác... Theo kế hoạch, SAP và FPT sẽ nhanh chóng tiến hành việc bản địa hoá các giải pháp ERP của SAP theo những tiêu chuẩn tối ưu, đáp ứng các yêu cầu đặc thù của VN, như chuẩn về ngôn ngữ, tài chính... FPT và SAP đang tích cực thúc đẩy các chương trình như triển khai SAP All in one cho thị trường tầm trung, SAP business cho DN nhỏ, phối hợp liên kết đào tạo nhân lực tại Đại học FPT... Bắt tay với FPT DN được coi là hàng đại gia về công nghệ thông tin nói chung và về phần mềm trong nước, SAP sẽ tiếp cận khách hàng bằng cách tận dụng lợi thế về công nghệ và giá và chắc chắn sẽ tạo nên sức ép không nhỏ đối với các nhà cung ứng nội.

SAP Product Brief SAP Solutions for Small Businesses and Midsize Companies Use the powerful sales management tools of the SAP® Business One appli- cation to create quotes, enter customer orders, and perform real-time availability checks across all your warehouses. Record new sales opportunities with relevant information such as lead source, potential competition, and closing date. The integration of SAP Business One with Microsoft Outlook allows you to synchronize contacts and opportunities, while gaining instant access to customer data from your e-mail using snapshot templates. Help guarantee ongoing customer satis- faction with quick response to service and support calls. The service manage- ment tools in SAP Business One let you optimize the potential of your service operations, service contract manage- ment, and customer support. The powerful reporting functionality of SAP Business One, including the XL Reporter tool, lets you analyze sales opportunities by territory, customer, or product and conduct sales forecasts using any desired time period. Opportunities and Sales Management No matter which sales channel you use or how complex the prospecting process, you can record and track sales opportunities in SAP Business One. With SAP Business One, you can efficiently manage your tasks and information throughout the sales cycle. Schedule and receive reminders for phone calls, meetings, and assigned tasks. You can record any activity along with detailed notes, and activities entered into your calendar in SAP Business One can be synchronized with your schedule in Microsoft Outlook. All activities can be linked to business partners and documents. For example, you can link activities to a sales lead Acquiring new customers is important for business success, but maintaining customer relationships is just as crucial. The SAP® Business One application provides the tools to turn prospects into customers, grow customer profitability and sales, and increase customer satisfaction. CUSTOMER RELATIONSHIP MANAGE- MENT WITH SAP® BUSINESS ONE WIN NEW CUSTOMERS AND MAINTAIN EXISTING RELATIONSHIPS Customer Relationship Management in SAP® Business One Opportunities and Sales Business Partners Service Convert prospects into customers by tracking activities and using workflow management Manage lead and customer data in simple user inter face Administer warranty and service information with contracts and customer equipment cards Create instant price quotes and perform product avail ability checks online Access customer balances, credit lines, and open orders from master data screen Respond to customer service requests from central location Generate sales documents with print layout designer View contacts with Microsoft Outlook Search for solutions to customer problems in online knowledge database Create dashboards with XL Reporter tool for fore- casting and sales analysis Use Drag&Relate™ feature to generate business partner reports Monitor service levels with alerts and reports Figure 1: Customer Relationship Management Features of SAP Business One Numerous reports in SAP Business One allow you to monitor sales activities and analyze sales opportunities based on customer, sales stage, expected volume, closing probability, and closing date. Business Partner Management SAP Business One makes it easy to manage master data for sales leads and customers. A dedicated business partner master feature is used to create and maintain lead and customer data in user-friendly screens. SAP Business One stores general business partner data such as name, address, phone and fax numbers, e-mail addresses, contact persons, and tax information. In addition, you can manage important payment data such as terms, credit limits, and special dis- counts, as well as bank and credit card information. Data stored in a business partner master record is automatically transferred into the relevant transactions, such as sales quotations, orders, or deliveries. You are notified if credit limits have been exceeded or if a customer is “on hold” due to delivery or payment issues. A dashboard in the customer master record gives you an overview of the account balance, outstanding orders, and deliveries, as well as opportunities in the pipeline. Data can be viewed in graphical format – for example, in a sales analysis report showing revenue and profit for a customer. and later drill down into these activities from the lead screen. The sales oppor- tunities functionality in SAP Business One lets you manage the entire sales process as it progresses through differ- ent, custom-defined sales stages. This function tracks sales opportunities and sales activities, analyzes their outcome, and forecasts revenue potential. For a complete sales framework, SAP Business One allows you to define sales stages, partners, competitors, and rela- tionships that apply to sales opportuni- ties. Enter new opportunities in SAP Business One with information about potential sales volumes, customers, specific competitors or partners, ex- pected closing dates, and sales stages. The application immediately calculates a projected gross profit and revenue. As the opportunity progresses through the various sales stages and new data is entered, the expected profit and revenue calculations are continuously updated to accurately reflect the cur- rent situation. Once a sales opportunity is won, you can directly create a sales order without having to reenter data. SAP Business One integration features allow you to perform instant online availability checks for ordered products. In addition, accounting data and inven- tory levels are immediately updated without the need for user interaction. The print layout designer (PLD) in SAP Business One provides templates for business documents such as quota- tions, order confirmations, and billing materials. You can use the PLD to create business documents to send to prospects and customers using standard PDF format. The powerful reporting functionality of SAP Busi- ness One, including the XL Reporter tool, lets you analyze sales opportunities by territory, customer, or product and conduct sales forecasts using any desired time period. Monitor ongoing sales opportunities and quickly react to changes. Figure 2: Sales Pipeline Monitor Service The service management functionality in SAP Business One allows you to efficiently administer customer warranty and service contracts and manage service calls. Service contracts can be based on warranted products you are selling but can also be created separate- ly for support services rendered for a third-party product. SAP Business One integration functionality automatically generates a service contract for rele- vant products upon creation of a deliv- ery or an AR invoice. The service con- tract is based on a predefined template and contains information about items covered under the agreement, such as service and response times, as well as other warranty information. Serial number management and auto- creation of customer equipment cards can be activated. A customer equipment card is issued upon delivery or invoice posting of a serial number item and contains information about the item, customer, and service contracts. It also provides direct access to sales data, service calls, and other recorded transactions. SAP Business One enables you to document all customer service calls. A service call record includes informa- tion about the customer, the service item, the issue reported, and activities performed in response to the call. SAP Business One maintains a solu- tions knowledge base where known issues are stored. This knowledge base provides service representatives with possible solutions to reported problems, allowing them to respond faster and more effectively to customer calls. The reporting features of SAP Business One give you a real-time overview of your service department, letting you analyze call volumes, durations, and response times. The service call moni- tor records limits for call durations and volumes and creates alerts when those limits are exceeded. Microsoft Outlook Integration Microsoft Outlook synchronization with SAP Business One allows you to access customer and sales information via Microsoft Outlook when you are either online and offline. You can synchronize calendars and tasks and import cus- tomer data from SAP Business One into your Microsoft Outlook contacts list. The quotation function enables you to display and edit existing quotations directly in Microsoft Outlook. You can create new quotations in Microsoft Outlook, store them in SAP Business One, and send them as an e-mail to your prospect or customer. E-mails sent and received in Microsoft Outlook can be saved and retrieved as activities in SAP Business One. Using the “snapshot” feature available in SAP Business One, you can define a set of data about a customer or lead and export it into Microsoft Excel. That data can then be associated with a record in your Microsoft Outlook contact list. Sales Reports and Analysis with XL Reporter XL Reporter in SAP Business One enables you to create powerful sales reports using Microsoft Excel templates. With the report designer and the report composer, you can create dashboards showing top-customer and deal over- views, year-to-date revenue, open or- ders, and open receivables. The same tools let you create detailed sales re- ports, such as opportunities forecasting, pipeline tracking, win/loss analysis, and sales order analysis. SAP provides a large number of templates to give you a head start on your sales reporting. The report organizer in SAP Business One helps you manage and execute your re- ports and allows for easy distribution to sales employees and business partners. To learn more about how SAP Business One can help you grow your business and effectively service your customers, call your SAP representative today or visit www.sap.com/smallbusiness. The service manage- ment tools in SAP Business One help you optimize your service operations and customer support. QUICK FACTS www.sap.com/contactsap 50 083 328 (08/07) ©2008 by SAP AG. All rights r eserved. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifi cations may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affi liated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. Summary Acquiring new customers is important for business success, but maintaining customer relationships is just as crucial. The SAP® Business One application provides the tools to turn prospects into customers, grow customer profitability and sales, and increase customer satisfaction. Discover how SAP Business One helps your business optimize and streamline the entire sales process – from tracking leads and opportunities to managing sales orders and customer data to administering aftersales support. Challenges • Convert more opportunities to sales • Manage all sales-related contacts, from customers to business partners • Maintain ongoing customer satisfaction • Access specific sales data and reports when you need them Suppor t ed Business Processes and Software Functions • Powerful sales management capabilities – Track sales opportunities and activities from firs t contact to closing the sale • Dedicated business partner master feature – S tore all critical customer and partner data in one easy place, with dashboard overviews of all relevant information • Optimized service management – Efficiently manage warranty and service contracts; ent er and respond to service calls quickly • Integration with Microsoft Outlook – Manage and maintain customer contacts with full Micr osoft Outlook synchronization • Sales reports and analy sis – Create detailed reports on every aspect of the sales pro- cess, including sales forecasting and pipeline tracking, using time-saving report templates Business Benefi ts • More effective sales management, converting more opportunities into sales and pr ospects into customers • Increased customer satisfaction due to fas ter response to calls and better problem- resolving capabilities • Improved decision making based on timely, accurate data on all aspects of the sales pr ocess For More Information Visit us online at www.sap.com/smallbusiness. . grow customer profitability and sales, and increase customer satisfaction. CUSTOMER RELATIONSHIP MANAGE- MENT WITH SAP BUSINESS ONE WIN NEW CUSTOMERS AND MAINTAIN EXISTING RELATIONSHIPS Customer. generate business partner reports Monitor service levels with alerts and reports Figure 1: Customer Relationship Management Features of SAP Business One Numerous reports in SAP Business One allow. new customers is important for business success, but maintaining customer relationships is just as crucial. The SAP Business One application provides the tools to turn prospects into customers,