Back office system
By the contract between the customer and the company (via the) buying a product or service is the order process SAP R / 3 triggered.
This process takes place in back-office SAP R / 3 or another online transaction Processing System (OLTP system) and instead includes a variety of sub processes, (procurement of production materials, supply order generation, material supply, delivery, billing / payment) a. So that customer acquisition and support in the front office smoothly and can proceed efficiently, these sub-processes in the back office work closely with the front office area in close contact.
Analytical CRM
In the analytical area of the mySAP CRM data from operations to be part of mySAP CRM, from the OLTP system and / or from external sources recorded. The analysis of these data generates knowledge and models for customer processing and serves to optimize the customer - business processes.
Analytical CRM includes the elements
• Evaluation of the Business Warehouse (BW), stored customer data (eg for the collection of information) for marketing campaigns,
• maintaining the necessary data availability of materials and products from the Advanced Planner and Optimizer (APO) in the regularly updated state
• Evaluation techniques with online analytical processing (OLAP).
Using the business warehouse at the CRM
In the Business Warehouse (BW) all customer-related information merged. The BW is the integration of decision - data from different source systems into a unified environment. The data are in terms of a structured, cleansed and condensed form before.
Why the use of Business Warehouse is is important?
As already mentioned, online transaction processing system (OLTP system) a generic term for SAP R / 3, SAP R / 2 and other ERP systems. In larger companies often are several OLTP systems simultaneously side by side their databases not available in a single central database are. Each of these systems is the efficient reading and writing small amounts of data within a predetermined range of its database optimized. At more frequent database queries, as they are necessary for the CRM, may arise for the OLTP system performance problems, because the settlement delayed transactions from operations will be. To avoid this problem, we store the planning data in BW. They are then available for analysis, planning and control purposes available.
Interface APO – CRM
To confirm that the information requested in the CRM sales order items can be delivered on time, are in the APO system, the following perform functions:
• Available-to-Promise (ATP) availability check
• Shipment Scheduling
• Transportation Scheduling
Collaborative CRM
The Collaborative CRM covers the communication channels that have a direct Interaction between the customer and enable businesses and provides for all operational CRM processes the bundled communications platform. Besides the personal contact to communicate via a Customer Interaction Center (CIC), which as a central point of contact for customers channels, Internet telephone, fax and mail integration. Thus, the customers regardless of the medium used, the same information and the same quality of service offered. |
