JG BBP CRM CC He v1.0

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BP_CRM_CC_HE_01 BBP Contact Center-Heavy Equipment
Business Blueprint
SAP CC – SAP Contact Center
BP_CC_HE_01 – BBP Contact Center-Heavy Equipment
Jaidah SAP Implementation Project
Document Version / Details : Ver 1.0/ 28-Mar-16
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DOCUMENT INFORMATION
Author(s) Rishikesh Marathe
Document Title BP_CRM_CC_HE_01 - BBP Contact Center – Heavy Equipment
Created On 28th March 2016
Last Edited
No. of Pages
DOCUMENT REVISION HISTORY

Version Revision Date Revision Description Author
1.0 28th March 2016 Initial Release Rishikesh Marathe
2.0
3.0
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Table of Contents
1. Introduction ........................................................................................................................ 6
1.1 Company Profile& Mission................................................................................................... 6
1.2 Project Objective ............................................................................................................... 6
2. Business Scenario (AS-IS) .................................................................................................... 8
3. Solution in SAP (To-Be) ........................................................................................................ 9
3.1 Communication Process (BP_CRM_CC_HE_01_01) .............................................................. 11
3.1.1 Inbound Call Process (BP_CRM_CC_HE_01_01_01) ................................................................. 12
3.1.1.1 Definition ......................................................................................................................... 12
3.1.1.2 Objectives ....................................................................................................................... 12
3.1.1.3 Frequency (Triggering) ...................................................................................................... 12
3.1.1.4 TO Be Process Flow ........................................................................................................... 13
3.1.1.5 TO BE Business Process Step ............................................................................................. 14
3.1.2 Outbound Call Process (BP_CRM_CC_HE_01_01_02) ............................................................... 15
3.1.2.1 Definition ......................................................................................................................... 15
3.1.2.2 Objectives ....................................................................................................................... 15
3.1.3 E-mail Process (BP_CRM_CC_HE_01_01_03) ......................................................................... 18
3.1.3.1 Definition ......................................................................................................................... 18
3.1.3.2 Objectives ....................................................................................................................... 18
3.1.4 Chat Process (BP_CRM_CC_HE_01_01_04) ............................................................................. 22
3.1.4.1 Definition ......................................................................................................................... 22
3.1.4.2 Objectives ....................................................................................................................... 22
3.1.5 SMS (BP_CRM_CC_HE_01_01_05) ........................................................................................ 24
3.1.5.1 Definition ......................................................................................................................... 24
3.1.5.2 Objectives ....................................................................................................................... 24
KPI for Communication process: .................................................................................................... 26
Expected Benefits ........................................................................................................................ 27
Gaps Identified ............................................................................................................................ 27
Forms / Adobe forms: .................................................................................................................. 27
Innovations: ............................................................................................................................... 27
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3.2 Follow up activity / Interaction (BP_CRM_CC_HE_01_02) ..................................................... 28

3.2.1 Definition ........................................................................................................................... 28
3.2.2 Objectives .......................................................................................................................... 28
3.2.3 Frequency (Triggering) ......................................................................................................... 28
3.3.4 TO Be Process Flow.............................................................................................................. 28
3.3.5 TO BE Business Process Step ................................................................................................ 29
3.3.5.1 Activity Creation (BP_CRM_CC_HE_01_02_01) ..................................................................... 30
3.3.5.2 Activity Processing (BP_CRM_CC_HE_01_02_02) .................................................................. 30
KPI for Communication process: .................................................................................................... 31
Expected Benefits ........................................................................................................................ 31
Gaps Identified ............................................................................................................................ 31
Forms / Adobe forms: .................................................................................................................. 31
Innovations: ............................................................................................................................... 32
3.3 Lead (BP_CRM_CC_HE_01_03) ......................................................................................... 32
3.3.1 Definition ........................................................................................................................... 32
3.3.2 Objectives .......................................................................................................................... 32
3.3.5.1 Lead Creation (BP_CRM_CC_HE_01_03_01) ......................................................................... 34
3.3.5.2 Lead Qualification (BP_CRM_CC_HE_01_03_02) ................................................................... 35
KPI / Benefits / Innovations .......................................................................................................... 35
3.4 Service Requests (BP_CRM_CC_HE_01_04) ............................................................................... 36
3.4.1 Definition ........................................................................................................................... 36
3.4.2 Objectives .......................................................................................................................... 36
3.4.5.1 Service Request creation (BP_CRM_CC_HE_01_04_01) ......................................................... 39
3.4.5.2 Multilevel Categorization (BP_CRM_CC_HE_01_04_02) ......................................................... 40
3.4.5.3 Service Level Agreement (BP_CRM_CC_HE_01_04_03) ......................................................... 41
3.4.5.4 Customer response Recording –Survey (BP_CRM_CC_HE_01_04_04) ..................................... 42
3.5.1 Definition ........................................................................................................................... 42
3.5.2 Objectives .......................................................................................................................... 42
4. Impact & Considerations ..................................................................................................... 45
5. Expected Benefits .............................................................................................................. 46
6. Gaps Identified .................................................................................................................. 47
7. Reports Identified .............................................................................................................. 48
8. Interfaces Identified ........................................................................................................... 49
8.1 Conversions Identified ..................................................................................................... 49
8.2 Enhancements Identified .................................................................................................. 49
8.3 Forms Identified .............................................................................................................. 49
9. Workflows Identified ........................................................................................................... 50
10. Sign off............................................................................................................................. 51
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LIST OF ABBREVIATIONS
Acronym Description
System Application and Products in Data
SAP
Processing
PS Project System
SD Sales and Distribution
MM Material Management
FI Finance
CO Controlling
CC Contact Center
CRM Customer Relationship Management
WBS Work breakdown structure
NA Not Applicable
IVR Interactive Voice Response
PRI Primary Rate Interface
VOIP Voice Over Internet Protocol
PSTN Public Switch Telephone Network
SIP Session Initiation Protocol
HAC High Availability Controller
VU Virtual Unit
PI Process Integration
ERMS Email response Management System
JG Jaidah Group
PI Portal Interface
HE Heavy Equipment
API Application Programing Interface
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1. Introduction
This Blueprint document is for SAP CRM Contact Center – Heavy Equipment business process
and it is prepared based on the discussions with the Process Leads / Champions (Core Team),
AS-IS Process Workshops and recommendation based on SAP Best Practices. Business
Process (Standardized AS–IS process) along with the Finalized TO–BE process is captured in
detail as below for the required business functions of Contact Center (CC).
1.1 Company Profile& Mission
Established in 1898 and passed down generations of the Jaidah family with the aim of serving
you, the customer, and the state of Qatar at large, Jaidah Group has been a recognised force
of trade for over 100 years. Dealing initially within the bare necessities like food, imported
from exotic destinations such as Iran and India, Jaidah Group has blossomed, expanded and
conquered countless market sectors since.
Jaidah Motors and Trading Company (JMTC), created by Mr. Jassim Jaidah over half a century
ago, has forged withstanding relationships with major international manufacturers. JMTC
continues to provide the highest quality products and services to Qatar’s demanding market.
Jaidah Group prides itself on overcoming Qatar’s most challenging obstacle within the context
of development and growth:
Conserving tradition whilst embracing the best of modernity and change.
Embodying a perfect harmony of these concepts, Jaidah Group provides world- class quality
and professionalism, embedded within grass roots family business values.
In effect, the group guarantees honesty, integrity and mutual trust at the core of all business
relationships with a commitment to building intimate bonds, emphasising the importance of
you, the customer.
The Group now boasts an array of divisions that function synonymously under the
aforementioned qualities including its locally renowned Electricals sector, heavy equipment,
technology, energy, industrial supply and furniture sectors.
1.2 Project Objective
The Objective of the project is to implement Contact Center with SAP CRM that will facilitate
in the Improvement of the business process in the following areas:
 Call Centre - Inbound Process
All activities related to receiving calls from prospective buyers, capturing their contact
details and answer their queries within response time regarding the products (parts,
Servicing etc.) will be improved.
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 Call Centre - Outbound Process
All activities related to making calls to prospective buyers and answering their queries
regarding the products like Machines, Isuzu, parts etc. and improved customer
interests and attention.
 Customer Engagement
All activities related to engaging the customer during the various stages in the
customer life cycle. Periodic updates related to products, greetings on special
occasions / festivals and customer profiling Creating Positive Experience through
Social media channels and understand & addressed the concerns from customers
 Customer Request / Query Management
All activities related to the resolution of queries / requests / complaints received from
customers in different phases of the customer life cycle. Receiving the feedback,
resolution of the feedback, escalating if required and assessing customer satisfaction .
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2. Business Scenario (AS-IS)
The AS-IS business process of JMTC Heavy Equipment is studied well with business users and
mapped as per below document. This is outcome of discussions happened with Design House
core team members.
Jaidah Group current call center process is as below,
Customer service / satisfaction:

 Response during the initial inquiry.
 Understating the customer needs and proposing the right specs / Quotes.
 Credibility of the quotations content as the specs, lead-time, pricing…etc.
 Delivery process and the documentation.
Out Bound SMS

 SMS sent from Telecom Operator Gateway to customer manually from Excel Upload
– Mass SMS for Customer Awareness (New Products)
 SMS for Multiple purpose i.e. Sales Transaction Update, Service reminder, etc.
Out Bound E- Mail Campaign.

 Mail sent to customer through Outlook where customers are marked as BCC.
 E-mail response handling is done manually from dedicated Desk.
 E-mails are send to customer for Relationship management and Greeting mails.
 E-mail leads are recorded by team and assigned to Sales Executives.
Call Center Agent gets information of calls from Incadia, export the list to Excel and
processed outbound calls and also process the inbound calls routed through Telephony
system, answers the calls and takes updates from the team for closure and finally sends
communication to the customers.
AS IS_TO
BE_JAIDAH.xlsx
The Pre-requites and Contact Center requirements for Jaidah are shown below in PPT,
SAP Contact
Center- Jaidah.ppt
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3. Solution in SAP (To-Be)
SAP Contact Center functionality helps Jaidah Group to seamlessly flow or route calls and
prioritize the calls as and when required for VIP customers. Contact center provides the
optimization of call times and set multichannel environment to communicate with the
customers. Customer engagement applications like Email, Chat and Social media applications
like Facebook, Twitter etc. can be integrated with Contact center for addressing customer
queries and concerns as well as brand promotions.
Jaidah Group will use SAP Contact center functionality for improving their call center
responses and communication with customers for Customer Engagement.
Below are the suggested functionalities for Jaidah Group for SAP CONTACT CENTER,
Inbound contact center:
By Using this Jaidah Group will provide effective customer service to the customers. Call
center agents like shorten response times, improve agent performance, and adapt contact
center operations in real time.
Outbound contact center:
Improve telemarketing effectiveness through Campaigns execution programs for

marketing team. Marketing team can plan and execute successful telemarketing programs
(Outbound Campaigns) with outbound contact center dialler software to communicate
effectively with Customers.
Automated Web self-services (IVR):
Through IVR Jaidah Group can enhance & improve contact routing, increase first contact
resolution, and deliver automated service with interactive voice response and Call
recording will be helps Jaidah group to check call Quality and improve the Customer
satisfaction index.
Native integration with SAP Customer Engagement solutions:
Jaidah Team improves the customer service processes to provide a seamless multichannel
experience through E-mail, SMS Gateway, Social media applications like Facebook, Twitter
etc.
Social Media Listening:
The new feature of Social Media Listening is available in the latest version SAP CRM 7.01
EHP4 version which allows team to record the interactions through Social media like
Facebook, Twitter which can be used for future reference and communications with
Customers.
The following features are available with this business function:
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 Agents can retrieve posts from predefined social media channels

 Agents can define Social media post categories
 Agents can map social media users to accounts in SAP CRM
 Agents can view the conversation history of replied posts
 Agents can create follow-up actions, including replying to posts and creating
transactions (for example, Leads or service requests) after analysis
 Agents can define reply mail template for sending communication by creating Target
group with Social media channels
 Agents can search Social media posts from Facebook, twitter etc. by searching the
names of recipients of that posts
Following are the list of business scenarios and processes applicable to Jaidah Heavy
Equipment to address the requirements.
Business Business
Business Scenario Business Process ID
Scenario Name Process Name
BP_CRM_CC_HE_01_01_01 Inbound Call process
Outbound Call
Communication BP_CRM_CC_HE_01_01_02 process
BP_CRM_CC_HE_01_01 Process BP_CRM_CC_HE_01_01_03 Email Process
BP_CRM_CC_HE_01_01_04 Chat Process
BP_CRM_CC_HE_01_01_05 SMS process
Follow-up Activity / BP_CRM_CC_HE_01_02_01 Activity Creation
BP_CRM_CC_HE_01_02
Interaction BP_CRM_CC_HE_01_02_02 Activity Processing
BP_CRM_CC_HE_01_03_01 Lead Creation
BP_CRM_CC_HE_01_03 Lead
BP_CRM_CC_HE_01_03_02 Lead Qualification
Service Request
BP_CRM_CC_HE_01_04_01 Creation
Multilevel
BP_CRM_CC_HE_01_04_02 Categorization
BP_CRM_CC_HE_01_04 Service Request
Service Level
BP_CRM_CC_HE_01_04_03 Agreement
Customer response
BP_CRM_CC_HE_01_04_04 recording
Social Media
BP_CRM_CC_HE_01_05
Integration BP_CRM_CC_HE_01_05_01 Social Media Inbox
BP – Business Process, CRM – Customer Relationship Management, CC – Contact Center,

HE – Heavy Equipment
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The overall TO be project process of Contact Center is as below –
Contact Center Overall Flow – Heavy Equipment

Phase
Customer calls E-mail Chat Interactions Lead
Call Assignment
SAP Contact Customer Interaction
Processing Inbound Complain (Post
Center Identification Closed
(IVR) Processing)
Contact Center
SMS Outbound
Service
Request
Social Media
Ad Hoc Lead
(Interaction
Calling (Tele Sales)
s)
Survey
3.1 Communication Process (BP_CRM_CC_HE_01_01)
For Jaidah group, suggested communication processes are
 Inbound call process

 Outbound call process
 Email
 SMS
 Chat
 Social Media
The details of the processes are explained below,
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3.1.1 Inbound Call Process (BP_CRM_CC_HE_01_01_01)
3.1.1.1 Definition
An Inbound call is that the customer initiates at Contact Center. Contact center Agents
handles the Inbound call to address and answers the Queries raised by Customers
3.1.1.2 Objectives
By Using this Jaidah Group will provide effective customer service to the customers.
Call center agents like shorten response times, improve agent performance and
improve quality of calls.
 Effective and real time communication

 Customer Satisfaction Index improvement through Surveys
 Customer Engagement
 Addressing Customer Queries
 Product promotions
 Understand Customer interests with the help of Social media
3.1.1.3 Frequency (Triggering)
Interval Date/Time Frequency If Yes, please indicate details

Daily At specific time
Random
Weekly At specific date/time
Random
Monthly At specific date/time
Random
Quarterly At specific date/time
Random
Yearly At specific date/time
Random
Other Yes As and When required
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3.1.1.4 TO Be Process Flow
Inbound Call Process (BP_CRM_CC_HE_01_01_01)
CRM Contact Center
Incoming Customer
Call
Agent Receives Skill based Call JG Toll Free No.
Call Routing
Sales/Service
SAP Contact
Center
Existing
No
Customer
Yes IVR
Confirm Get Details from

Customer Customer
Interaction Create
Record Customer
Lead
Lead
Complain
Complain
Service Request
Contact Center To Be
Lead Complain
Assignment Assignment
End Call
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3.1.1.5 TO BE Business Process Step
In
Seq Task T-Code Freq Description
Charge
1 Customer Call to CRM_UI As & JG Agent Customer connects to call
Jaidah Toll Free web When
no. link requir
ed
2 Call Routed --- Backgrou Call Routed based on Skills like
through IVR nd Rules Sales / Service
3 Agent receives --- JG Agent Check the no. in database and
the call Identify whether Customer
exists in database or not
4 If Customer does --- JG Agent Agent asks details and create
not exist the Account in the system
5 Customer Details --- JG Agent Agent check and confirm the
checked & details
Confirm
6 Agent Creates -- JG Agent Interaction record is created
Interaction by which can be used for future
answering reference.
his/her queries
7 Based on the --- JG Agent Triggers the transactions and
Interaction unique no. is generated which
Agent creates will be provided to Customer
and Ends the call.
Lead, Follow-up
Call or Service
Requests
8 In case if -- JG Agent Agents forward the call to
Customer needs Supervisor
more information
the same will be
provided or call
transferred to
Supervisor
through IVR
9 Concern Team -- JG Creates Follow up activity / Visit
provide more Employee Activity and provide details
details for responsibl
e
Customer
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satisfaction,
even if more
information
required then
asks customer to
visit the JG
Service Desk
10 Call will be again JG agent Process End
Routed to Agent
to end the
Interaction
3.1.2 Outbound Call Process (BP_CRM_CC_HE_01_01_02)
3.1.2.1 Definition
An Outbound call is initiated by Contact Center Agent to the Customers for providing
updates and new information about Products for promotion and understand the
customer interests.
3.1.2.2 Objectives
By Using this Jaidah Group will provide effective customer service to the customers.
Call center agents like shorten response times, improve agent performance and
improve quality of calls and also provides information in proactive manner for Customer
Engagement.

Random
Random
Random
Random
Random
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Outbound Call Process (BP_CRM_CC_HE_01_01_02)
CRM Contact Center
Agent Call List Outgoing Call

JG Call Center
Contact Details SAP Contact Center
Customer Accepts
Outbound Queue IVR
Call
Existing
No
Customer
Yes
Get Details from

Confirm Customer
Customer
Interaction Record
Create Customer
and survey
Lead Lead
Contact Center To be
Lead Assignment
End Call
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Seq In
Task T-Code Freq Description
. Charge
1 Agent receives CRM_UI As & JG Agent Agents receives the list in Excel
the Call Web when with Customer contact details
List(Customers link requir
e
to be called)
from CRM
2 Using Contact --- JG Agent Outbound call is added in
center Dialer Outbound call center queues
agents dial the
call to customer
3 Customer --- JG Agent Customer receives the call
accepts the call
4 Agent confirms -- JG Agent Agent confirms the details
the call and
check the details
available
5 Agent asks set of -- JG Agent Agent update the details and
Questions for add the scores based on
Customer Questions
satisfaction
Survey and
record the
interaction
6 In case if new -- JG Agent Agent creates the interaction
customer Agent which will be used for analysis
asks more
details using
attributes
7 Based on the -- JG Agent Lead is created according to the
interests, Agent interests and assign to concern
creates Lead in team
the system
8 Agent ends the -- JG Agent Agent ends the interaction and
interaction new call will be dialed through
dialer
9 The outbound -- JG Agent
calls continue till
the Call lists end
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3.1.3 E-mail Process (BP_CRM_CC_HE_01_01_03)
3.1.3.1 Definition
E-Mail is the exchange of computer stored messages for communication with

customers.
3.1.3.2 Objectives
Jaidah Group will use Email process for communication with customers more effectively
to address the queries and concerns raised by Customers during all stages of Sales and
Service.

Random
Random
Random
Random
Random
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E-Mail (BP_CRM_CC_HE_01_01_03)
CRM Contact Center
Email Routing Incoming Customer Mail

Agent Inbox
based on Rules
Sales/Service
ERMS SAP Contact Center

Existing
No
Customer
Yes
Create Data with

Confirm Customer
minimum details
Map Customer with

Interaction Record
Mail
Lead Routed to Supervisor to

Service Request Verify Interaction is
Complain Complain /Service
Request
Service Request Complain Lead
Complain
Service Notification Assignement

Resolution
Reply back to
customer
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Seq T- In
Task Freq Description
. Code Charge
1 Customer sends As & JG Agent Customer sends Email to Jaidah
Email to Jaidah When group specified Email address
group common require available on Portal
d
Email address
2 Email will be --- Backgrou Email will be routed to Agents
retrieved with nd Rules available
ERMS
functionality
available in
Contact Center
3 Agent receives --- JG Agent Agent checks the Email and
Email in the assign the same to customer
Inbox
4 If Customer does --- JG Agent Agent create Customer account
not exist (Email with minimal details and attach
address does not the Email to the account so that
he can reply with requested
match) information.
5 Email Interaction --- Backgrou Interaction created with details
will be generated nd in the Email which can be used
while replying.
6 If Customer --- JG Agent Interaction created with details
Email address in the Email which can be used
already exists , while replying.
Agent attach
Email to create
Email interaction
7 Based on the --- JG Agent Triggers the transactions and
Email Interaction unique no. is generated which
Agent creates will be provided to Customer by
replying mail
Lead, Follow-up
Call or Service
Requests
8 In case if --- JG Agent Agents forward the call to
Customer Concern team
complains the
same will be
forwarded to
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concern Team
for replying
10 After getting Process End
feedback for
concern team,
Agent reply back
to Customer to
close the
interaction.
To use this communication channel in SAP Contact Center, the suggested functionalities
are
ERMS (Email response Management system)
By using the integration of SAP CONTACT CENTER and SAP CRM the Jaidah group can
make use of the strong capabilities of SAP CONTACT CENTER’s email routing and SAP
CRM’s ERMS. When the customer sends an email to the contact center common Email
Id, the email will be retrieved by SAP CRM from the email server and analysed first.
Based on configured ERMS rules, ERMS functionality can then decide to forward this
email to an agent who is present in CONTACT CENTER (instead of sending it to a team’s
inbox for example). ERMS sends the routing request to CONTACT CENTER. CONTACT
CENTER with unified routing engine, routes the email to the available agent that has
the right skills. ERMS makes sure the email handling becomes more efficient and SAP
CONTACT CENTER increases the productivity of the Agents, which in turn helps Jaidah
team to improve the performance & customer satisfaction index.
Agent Inbox
By using Agent Inbox, the Agents retrieves all the Emails send by the customers in
Inbox and based on the parameters E.g. “Subject” categorize the same and Email
interaction will be created in the system. The interaction gets attached to Customer no
with all trail mails which is useful while sending and replying mails to the customers
just like MS-Outlook.
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3.1.4 Chat Process (BP_CRM_CC_HE_01_01_04)
3.1.4.1 Definition
Chat is a functionality which allows users to communicate in real time using easily
accessible Web Interfaces. Chat Channel helps Customer to request online help when
visiting to Web site.
3.1.4.2 Objectives
With SAP Contact Center Chat functionality, Jaidah team will provide help and real time
support to users while accessing Jaidah group Web site and address their queries.

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Random
Random
Random
Random
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Chat(BP_CRM_CC_HE_01_01_04)
Contact Center Web site
Customer Imitated Chat
Agent Desktop Contact Center
Chat Queue Jaidah Web site

Link
Open Session
Information
Provided
Interaction
Chat End
Seq T- In
. Code Charge
1 Customer visits -- As & Customer requested for Online
to Jaidah Web When help through Chat option and
site where require Chat Queue is created in SAP
d Contact Center
“Chat” link is
available
2 Chat Queue is --- JG Agent Agent receives Chat from the
assigned to the customer after clicking on
Agent available “Accept” button available on
Toolbar.
( Agent mode
needs to be
Ready)
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3 Agent will -- JG Agent Agent can use scripts for

provide the providing information to the
information to customer
the customer on
Chat
4 Chat Records are -- JG Agent Chat Interaction created and
stored in Contact stored
Center Database
5 Agent can close -- JG Agent Chat process end.
Chat by clicking
Leave Button
3.1.5 SMS (BP_CRM_CC_HE_01_01_05)
3.1.5.1 Definition
SMS is used as communication form to provide information & Updates to the customers
and used for promotional campaigns and telemarketing.
3.1.5.2 Objectives
Jaidah Group will use SMS process for communication with customers more effectively
to address the queries and concerns raised by Customers during all stages of Sales and
Service. Also sending promotional SMS to the customers through Outbound Campaigns
in CRM and Contact center.

Random
Random
Random
Random
Random
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SMS (BP_CRM_CC_HE_01_01_05)
CRM / Contact Center
Transactional Marketing Ad Hoc
Message Message Message

Template Template Template
SMS Gateway
PI
Operator Gateway
Customer
Receives SMS
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There are 3 suggested scenarios for sending SMS to the Customers for Jaidah Group.
 Transactional SMS will be send to customers at the end of interaction (E.g. Lead
No., Service Request no.). Marketing promotional SMS
 Promotional SMS will be send as a result of Campaigns where communication

channel is mentioned as “SMS”. (E.g. Product promotion, Birthday/Anniversary
SMS etc.)
 AD Hoc SMS will be all informational and reminder SMS send to the customers
(e.g. Payment reminders etc.)
The process steps are,
 SMS template will be created for different SMS ( Separate SMS format can be
maintained for different SMS)
 SMS Gateway for communication needs to be created in SAP CRM / Contact
Center
 The List of SMS received will be send to Operator as an Excel Sheet through
SAP PI
 SMS Operator Gateway converts the format according to the requirement and
sends the same to Customer’s specified nos. available in Database.
Frequency for Sending SMS can be finalised during Realization phase.
Suggested Frequency will be 10 min daily.
Incoming SMS:
 SMS will be send by Customer on Jaidah Common number for any enquiry
 Based on Keywords the post processing is done and interaction will be created
 If Customer no. is identified the same is attached to Customer and based on
that Agent will create Lead or Service request
 The number is communicated to the customer by replying the customer and
outbound SMS activity is created in SAP CRM
 If SMS is send by Number which is not matching with database, then Agent
calls on Number to get more details and based on that Post processing is done.
KPI for Communication process:
Below are the KPIs

 Call Quality through recording : Customer and Agents conversation are
recorded and at the same time Supervisor or any authorized Manager can
listen the conversation, also guide the Agent with more quality information by
hanging the call (without knowing to the customer) so that Quality and useful
information will be provided.
 Communication with Customers: With the help of above channels
communication with customer is improved
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 Customer Satisfaction: Based on the surveys and effective communication

Customer satisfaction index will be improved
Expected Benefits
Jaidah Group will gets below benefits by using SAP Contact center
 Skill Based Call Routing (Sales and Service calls can be handled based on skills)
 Multichannel communication (At a time Agent can handle Call, Chat or Email with
separate Queues)
 Single Agent screen – Common Desktop (CDT) so that Agent don’t need to Switch
between the screens
 Automated Dialler for Outbound calls
 Effective call recording so that calls can be checked for Quality purpose by
Management
 Online monitoring by Supervisor during call without knowing to the customer &
Agents)
 Customer Engagement with communication channels
 Real time surveys with Customers
Gaps Identified
SMS gateway integration:

Solution:
API to be developed
Forms / Adobe forms:
Survey forms during all stages of Customer lifecycle
Innovations:
 Common Role based screen for handling Contact center, CRM and Incadea
 Rule based Calls and Email routing (Email response management functionality
is used to route the calls and Emails)
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3.2 Follow up activity / Interaction (BP_CRM_CC_HE_01_02)
3.2.1 Definition
Interaction or Activity is a form of communication real time to provide right information

at right time.
3.2.2 Objectives
Jaidah Group Sales and Service team is using Emails, Appointments, Visit plans to
communicate with customers. Team will be using these activities to track the status of
Sale and appointment with customer. Also team send response and prior appointment
mails & SMS to the customers.
3.2.3 Frequency (Triggering)

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3.3.4 TO Be Process Flow
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Interaction / Activity process(BP_CRM_CC_HE_01_02)
Contact Center To Be CRM Contact Center
Agent Receives Skill based Call Incoming Customer

Call Routing Call
JG Toll Free No.
Sales/Service
SAP Contact
Center
Existing
No
Customer
Yes IVR

Customer Customer
Interaction
Create Customer
Record
Close the Create Follow up

Interaction call
Activity
End Call
Assignment
3.3.5 TO BE Business Process Step
For Interaction creation and processing the process is as below,
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3.3.5.1 Activity Creation (BP_CRM_CC_HE_01_02_01)
Seq In
. Charge
1 Customer Call to CRM_UI As & JG Agent Customer connects to call
Jaidah Toll Free Web When
no. link requir
ed
checked & details
Confirm
his/her queries
7 If the customer -- JG Agent Follow up activity will be created
is not satisfied
with information
Agent asks to
visit Jaidah
Service Desk &
create Follow-up
activity
8 Agent end the --- JG Agent Interaction closed
Interaction
3.3.5.2 Activity Processing (BP_CRM_CC_HE_01_02_02)
Activity created through follow up is assigned to Concern Jaidah Employee. The

Activity is closed by changing the status of Activity to Closed.
Activities suggested for Jaidah group are,
Code Activity Type

ZIC1 Inbound Call
ZIC2 Outbound Call
ZIC3 Incoming Mail
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ZIC4 Outgoing Mail

ZIC5 Outbound SMS
ZIC6 Follow Up call
ZIC7 Service Desk Visit
IR1 Interaction record – Sales (Queue)
IR2 Interaction Record – Service (Queue)
During realization, it is subjected to change.
KPI for Communication process:
Below are the KPIs

 Communication with Customers: With the help of follow up activities
interactions with customer is improved
 Customer Satisfaction: Based on the surveys and follow up activities Customer
attention and satisfaction will be improved
Expected Benefits

 Real time surveys with Customers response recordings
Gaps Identified
Incadea Integration with SAP CRM and Contact Center

Solution for the Gap:
Incadea Web browser screen to be called in SAP CRM for based on Customer Id in SAP
CRM and the same ID to be passed to Incadea in CRM Web browser to identify the
customer automatically. Post processing to be handled by Agent based on process
agreed in Incadea. All interactions will be replicated from Incadea to SAP CRM and
back for effective communications.
Forms / Adobe forms:
Survey forms during all stages of Customer lifecycle
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Innovations:
 Automatic interaction creation during call or sending / receiving Emails or SMS

(Interaction record)
3.3 Lead (BP_CRM_CC_HE_01_03)
3.3.1 Definition
Lead facilitate Organization’s chance to make business decisions. With the help
of Lead, the organization can raise chances of gaining prospective customers
which in turn raise Revenue.
3.3.2 Objectives
 Improve response rates to customer requests and understanding of

customer needs.
 Create high-quality leads and increase revenues
 Streamline the capture, distribution, and qualification of leads across a
multiple channels through systematic and efficient tracking of the progress
of those leads.

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Lead Process (BP_CRM_CC_HE_01_03)
CRM Contact Center
Agent Call List

Outgoing Call
JG Call Center
Contact Details
SAP Contact
Center
Customer
Outbound Queue
Accepts Call
IVR
Existing
No
Customer
Yes

Customer Customer
Interaction
Create Customer
Record
Lead Lead
End Call Lead Assignment
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Lead type suggested for Jaidah Heavy Equipment is,
Lead Type
Code Description
ZLEA Lead for Jaidah
Priority to be maintained in the system for Leads.
Code Group
01 New Customer
02 Critical Customer
03 VIP Customer
Statuses to be maintained in the system for Leads.
Code Status
01 Open
02 In Process
03 Won
04 Loss
During Realization, subjected to change
3.3.5.1 Lead Creation (BP_CRM_CC_HE_01_03_01)
Seq In
. Charge
1 Agent receives WEB_UI As & JG Agent Agents receives the list in Excel
the Call Web when with Customer contact details
List(Customers link requir
e
to be called)
from CRM
2 Using Contact --- JG Agent Outbound call is added in
center Dialer Outbound call center queues
agents dial the
call to customer
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3 Customer --- JG Agent Customer receives the call

accepts the call
4 Agent confirms -- JG Agent Agent confirms the details
the call and
check the details
available
5 Agent asks set of -- JG Agent Agent update the details and
Questions for add the scores based on
Customer Questions
satisfaction
Survey and
record the
interaction
6 In case if new -- JG Agent Agent creates the interaction
customer Agent which will be used for analysis
asks more
details using
attributes
7 Based on the -- JG Agent Lead is created according to the
interests, Agent interests and assign to concern
creates Lead in team
the system
8 Agent ends the -- JG Agent Agent ends the interaction and
interaction new call will be dialed through
dialer
3.3.5.2 Lead Qualification (BP_CRM_CC_HE_01_03_02)
For Leads created from outbound calls or Outbound Campaigns through Contact Center,
the Jaidah Agents can qualify the leads based on the Survey scores.
E.g. If Survey contains 10 Questions, then out of 10, the no. of positive answers will be
taken as feedback & the Lead qualification can be done as below,
Answers Score Positive Lead Qualification
8 to 10 8 Yes Hot
5 to 7 7 Neutral Warm
Below 5 5 No Cold
KPI / Benefits / Innovations
Covered under CRM BBP - CRM_AT_01 under process scenario - BP_CRM_AT_01_02
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3.4 Service Requests (BP_CRM_CC_HE_01_04)
3.4.1 Definition
Service Request is a user requests for any information or Query or complain.
3.4.2 Objectives
Jaidah Group will use Service request for
 Grouping / Categorizing of Requests and Complains

 Providing Real time response and resolution within standard SLA’s
 For improving Customer satisfaction index by addressing & answering queries
and concerns
 Improving Quality of Service to customers for customer engagement.

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Service request (BP_CRM_CC_HE_01_04)
CRM Contact Center
Skill based Call Incoming Customer Call

Agent Desktop
Routing to JG Toll free No.
Sales/Service
Existing
No
Customer IVR SAP Contact
Center
Yes

Customer Customer
Interaction Create
Record Customer
Routed to Supervisor
Service to Verify if Interaction
Request is Complain
Complain
Service Request Complain

Contact Center to be
Service
Complain
Notification
Resolution
CS
End Interaction
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Seq T- In
. Code Charge
1 Customer Call to As & JG Agent Customer connects to call
Jaidah Toll Free When
no. require
d
checked & details
Confirm
his/her queries
7 Based on -- JG Agent Service request is created
interaction Agent
will create
Service requests
/ Complain
8 If Customer is -- JG Agent Supervisor receives the call and
complaining then interacted with customer about
the Agent concerns and asks Agent to
create Request with no.
assigns the call
to Supervisor for
verification
9 Agent creates -- JG Agent Service Request assignment and
Service Request follow up for resolution
assign the same
to respective
team for
resolution
10 Once Service JG Agent Communication to the customer
Request is and process ends
resolved the
Agent send
communication
to the customer
through Call or
Email
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3.4.5.1 Service Request creation (BP_CRM_CC_HE_01_04_01)
There are 2 more scenarios – Requests through Email and through Service Desk.
Service Request processing through Inbound Call:
 Customer sends Email to Jaidah group Email address link provided on Website
 The Email will be retrieved and routed to Agent Inbox based on the Rules specified
in ERMS like Subject etc.
 If Customer Email address is matching with the database the same will be
populated and Agent attach the same with Customer Account in the database and
the interaction is automatically created with “Incoming Mail” activity.
 If the Subject of Mail is Complain then Agent will create Service Request as a
follow-up with reference to Email.
 Contact Center agent will enter the Service Request details like Category (Query,
Request or Complaint), Product etc. Unique Service Request no. will be generated
which will be routed to Service Employee for further resolution by ERMS or Action
profile functionality.
 If Service request type is selected as “Query” the solution can be provided on call
and the Interaction can be maintained in “Notes” tab with remarks which can be
used for future reference. If request type is “Request” or “Complaint” the same
can be assigned or routed to Service Desk employee for resolution.
 After creation of Service Request based on Category of Request, the response time
will be calculated as per Jaidah Group (SLA) Service Level Agreements.
 Thank you mail / SMS for approaching to Jaidah Contact Center will be send by
Contact Center Agent
 The Service request will be closed by changing the “Status” as “Completed /
Closed”.
 If the Account Email does not exist in the database, in that case the new Account
needs to be created through “Account identification” Tab and the process of Service
Request creation will be same as above mentioned steps
Service Request processing through Service desk Agent:
 Customer visit at Jaidah Service Desk to log the Request / Complaint.

 Jaidah Service Desk engineer will search the details in CRM System with details.
 If the details exists, then Service Engineer will check last interactions from
interaction History and inform the status.
 If Customer want to log new Requests, Service Desk Employee will enter the details
and select the category from Dropdown menu and create new request and Request
no. will be provided to Customer. Queries can be answered or in case some
information required from other division / Mangers the same will be routed to
concern Employee Responsible.
 After resolution (Closure of Service Request) Customized Email / SMS can be send
by Service Desk employee for Customer engagement.
 If Customer came for Servicing the Truck or any failure of the part, Service Request
is created and Estimate will be provided with details and assigned the same to
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team for resolution. The notification is replicated to SAP CS system for further
processing. Once the same is resolved then notification comes to the Agent for
sending to the customer with details actions taken.
 JG Agent with communicate the same to the customer.
Service Order, Service Contract and Billing will be done in SAP CS system.
The Service Request Type will be,
ZSR1 Service Request for Jaidah Group
Complain Type will be
ZCMP Complain for Jaidah Group
Status values suggested for Service Requests Jaidah,
Code Status Values

01 Open
02 In Process
03 Customer Action
04 Closed
Priority
Code Values
01 Medium
02 Very High
03 High
04 Low
3.4.5.2 Multilevel Categorization (BP_CRM_CC_HE_01_04_02)
For categorization or grouping of Service Request Types Multilevel Categorization

feature can be used as a Best practice. There are 4 levels of categorization is possible
which can bifurcate the type of Service Request at each level drill down approach is
used for this. (E.g. At level 1, Service request Type like Query, Request or Complaint
can be captured. After Selection 2nd Category next dependent category, then 3rd and
4th and so on). This will help management to analyse the frequent occurring Requests
or Complaints and average response and resolution time through reports so that
needful action can be taken to improve the performance of resolution.
Categorization Schema:
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For maintaining the category values, there is a functionality called Categorization

Schema available on CRM WEB UI with standard “Service-pro” Business Role to map
the category level Hierarchies.
Similarly, Reason Categories for resolution can be tracked with Multilevel
Categorization.
The template for Categorization E.g. 4 Level of Categorization (Values to be provided
by Core team during Realization.
Category 1 Category 2 Category 3 Category 4
Query Isuzu Registration Docs Required Agreement
Machine Registration Docs Required Verification
Request Servicing Service related Under warrantee
Machine part Service related Parts to be charged
Compliant Information not IT Team --

available on Web-site
Information not Service desk team --

provided by Jaidah
team during visit
3.4.5.3 Service Level Agreement (BP_CRM_CC_HE_01_04_03)
For Service Level Agreements Jaidah Team can use Response Profiles functionality for
triggering SLA’s through the system as notifications / Mails.
Response Profile:
This feature is used for effective resolution of Service Request On-time or before time.
By configuring the response profile based on Priority (Low, High, and Very High) or
categorization maintained in Multilevel Categorization.
The Transaction “CRMD_SERV_SLA” is used to create Service & Response profile.

In Service Profile need to maintain the Time duration as per Countries Time zone or
other international time zones (i.e. from 8:30 AM to 6:30 PM Qatar Time zone etc.)
In Response Profile need to Maintain the basis of calculation of Response time (i.e.
Based on Priority or Categorization maintained) and further to that need to maintain
the Time span – In hours / Minutes or Days.
By maintaining above configuration SLA can be triggered in Service Requests. If the

escalation Managers are maintained in the master data (Relationships) the Notification
will be triggered to concern Employees and Managers so that if Service Request not
resolved before stipulated time the same can be monitor and control.
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3.4.5.4 Customer response Recording –Survey (BP_CRM_CC_HE_01_04_04)
For Customer requirements and specifications, different Survey forms needs to be

created and attached the same in Activity or Service Request as per the requirement
so that satisfaction score can be captured for future reference, improvements and
reports for Management. Agents can handle these surveys as Outbound Campaign so
that level of Customer satisfaction can be captured real-time and the report can be
generated with multiple customers.
KPIS
 Requests resolution and quick response

 Customer satisfaction Index
Expected benefits:
 Resolution of Requests and Complains within SLA’s

 Real time response recording through Surveys
Forms / Adobe forms
 Customer Satisfaction survey
3.5 Social Media Integration (BP_CRM_CC_HE_01_05)
3.5.1 Definition
Social media is collective of online communication channels dedicated to community

based inputs, interactions, content sharing & collaboration.
3.5.2 Objectives
By using Social media interface Jaidah team can communicate with customers real time and
addressed the concerns.

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Social Media (BP_CRM_CC_HE_01_05)
Contact Center / CRM
Customer Posts
Facebook Twitter You Tube
Background Job
Background Job
Background Job
Agent Inbox
Agent
Categorize the
post
Interaction
Service
Lead Request
Complain
Reply to the
post
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The Social Media integration for Jaidah group can be achieved by using Agent Inbox
functionality. For this there are 2 standard connectors “CRM-IC-SMC” &
“CRM_SMI_INBOX_2” which integrates all Social media features of Contact center to
Agent Inbox.
Agents can use business function to retrieve social media posts with attachments from
customer-defined social media channels (Facebook etc.), categorize the retrieved posts
(like folders for Facebook, Twitter etc.) and reply to posts accordingly.
The business function allows to expand social media channel coverage with less
implementation efforts, and also enables to trigger follow-up business actions, such as
creating Activities or service requests in SAP CRM.
Solution:
Needs to define and configure social media channels and users in business partner.
For enabling pull approach for a social media channel, attribute value “Active” to be
true (Checked) needs to set for the channel (Facebook or Twitter) .
SAP CRM Supports two approaches to get data from social channels: Push and Pull
Pull (Inbound): SAP CRM retrieves social media data from social channels proactively.
For this, a background job needs to be scheduled to retrieve the data periodically.
Push (Outbound): Social channel will push social media data to SAP CRM through API
(or pre-defined web server). When data arrives and save the data in SAP CRM database,
an Interaction record will be created in CRM.
Beside the post text content, Agents also retrieve the attachments in post, e.g. pictures
and documents, etc. Also in the post overview page, CRM agent will see these
attachments and open it to see the details.
All the attachments are stored in SAP content management server (DMS).
CIC (CRM Interaction Center) Agent Inbox will be used for retrieving post from social
media channels.
In the Inbox search following search attribute will be used:
 Social media channel
 Social media post type
Agent can reply to the post by using Social media Inbox. Based on analysis agent will
create the follow-up transaction based on interaction category as required.
The suggested Follow up actions are,
ZLEA – Lead
ZSR1 – Service request
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4. Impact & Considerations
Business impact on Jaidah Group & Customers

 Customer awareness through different channels about Jaidah
 Speedy resolution of Queries and Complains
 Real time information and effective responses
 Manual work to integrated system with all the information
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5. Expected Benefits
 Skill Based Call Routing

 Multichannel communication ( At a time Agent can handle Call, Chat or Email with
separate Queues)
 Single Agent screen – Common Desktop (CDT) so that Agent don’t need to Switch
between the screens
 Automated Dialler for Outbound calls
 Effective call recording so that calls can be checked for Quality purpose by
Management
 Online monitoring by Supervisor during call
 Real time surveys with Customers
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6. Gaps Identified
SMS Gateway Integration
Solution for Gap:

API to be developed for sending and receiving SMS through gateway
47
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7. Reports Identified
REPORTS LIST
S. No. Report Name Purpose / Overview
1 Call Statistics Total calls & durations
Average Call time for Agents Call duration for all Agents for handling Contact
2 Agent performance Report Check Agent performance
3 Customer Satisfaction Index Customer satisfaction based on analysis
4 Outbound Campaigns for a Campaigns executed for a period
5 period
Resolution Time Queries and activities resolution time
6 E-Mail contacts per Agent Emails per contact
7 Chat Contacts per Agent Chats per Agent
8 Number of SMS send SMS tracking report
9 Queue Summary levels –
10 Serving Time / Day/ Month Total Handling – Free time – Call waiting time
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8. Interfaces Identified
INTERFACES
S. No. Interface Purpose / Overview
1 SMS Gateway Sends SMS to the customers
2 Email Server Sends Email to the customers
3 Social Media APIs For generating leads, Analysis
4 SAP CRM Master Data
5 SAP CS Service process
8.1 Conversions Identified
CONVERSIONS
S. No. Conversion Purpose / Overview
Old Customer master
1 Legacy data to be uploaded
data
2 Old Interactions data Interactions to be uploaded
8.2 Enhancements Identified
ENHANCEMENTS
S. No. Enhancement Purpose / Overview
Account
Identifications screen
1 for populating Contact
no. and Toll bar
buttons
8.3 Forms Identified
FORMS
S. No. Form Name Purpose / Overview
Survey forms at
1 Surveys for Outbound campaigns
different stages
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9. Workflows Identified
WORKFLOWS
S. No. Workflow Purpose / Overview
Service Request
1 For Service request resolution within SLA
Escalation Workflow
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10. Sign off
Further to the stated scope and the offered solutions in this document, any additional
requirements during the Realization phase that necessitate extension of standard functionality
would be taken up for execution by the vendor team. Additional requirements that involve
major customization would be subjected to review and approval by the Project Change Control
Board
Document Acceptance
Name of the Team Organisation/ Signature

Member Business unit
Rishikesh Marathe SAP CRM/CC Consultant
Intelligent Software Services
Project Team
Shivaiah Kailash Project Manager
Intelligent Software Services
Ayman Ahmed Business process owner ( HE )

Jaidah Group
Minhas Abdutty ERP Project Manager

Jaidah Group
Hasan Al Amrani Group Internal Audit Manager

Jaidah Group
51
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BP_CRM_CC_HE_01 BBP Contact Center-Heavy Equipment

SAP CC – SAP Contact Center

BP_CC_HE_01 – BBP Contact Center-Heavy Equipment

Jaidah SAP Implementation Project

Document Version / Details : Ver 1.0/ 28-Mar-16

DOCUMENT REVISION HISTORY

3.2 Follow up activity / Interaction (BP_CRM_CC_HE_01_02) ..................................................... 28

1.1 Company Profile& Mission

1.2 Project Objective

 Call Centre - Inbound Process

 Call Centre - Outbound Process

 Customer Request / Query Management

2. Business Scenario (AS-IS)

Jaidah Group current call center process is as below,

Customer service / satisfaction:

Out Bound SMS

Out Bound E- Mail Campaign.

3. Solution in SAP (To-Be)

Inbound contact center:

Outbound contact center:

Improve telemarketing effectiveness through Campaigns execution programs for

Automated Web self-services (IVR):

Native integration with SAP Customer Engagement solutions:

Social Media Listening:

The following features are available with this business function:

 Agents can retrieve posts from predefined social media channels

BP – Business Process, CRM – Customer Relationship Management, CC – Contact Center,

The overall TO be project process of Contact Center is as below –

Contact Center Overall Flow – Heavy Equipment

Customer calls E-mail Chat Interactions Lead

3.1 Communication Process (BP_CRM_CC_HE_01_01)

For Jaidah group, suggested communication processes are

 Inbound call process

The details of the processes are explained below,

3.1.1 Inbound Call Process (BP_CRM_CC_HE_01_01_01)

 Effective and real time communication

3.1.1.3 Frequency (Triggering)

Interval Date/Time Frequency If Yes, please indicate details

3.1.1.4 TO Be Process Flow

Inbound Call Process (BP_CRM_CC_HE_01_01_01)

CRM Contact Center

Confirm Get Details from

3.1.1.5 TO BE Business Process Step

3.1.2 Outbound Call Process (BP_CRM_CC_HE_01_01_02)

3.1.2.3 Frequency (Triggering)

Interval Date/Time Frequency If Yes, please indicate details

3.1.2.4 TO Be Process Flow

Outbound Call Process (BP_CRM_CC_HE_01_01_02)

CRM Contact Center

Agent Call List Outgoing Call

Contact Details SAP Contact Center

Get Details from

3.1.2.5 TO BE Business Process Step

3.1.3 E-mail Process (BP_CRM_CC_HE_01_01_03)

E-Mail is the exchange of computer stored messages for communication with

3.1.3.3 Frequency (Triggering)

Interval Date/Time Frequency If Yes, please indicate details

3.1.3.4 TO Be Process Flow

CRM Contact Center

Email Routing Incoming Customer Mail

ERMS SAP Contact Center

Create Data with