CRM Analytics

SAP enhancement package 1 for SAP CRM 7.0

Gert Tackaert
 Agenda

1. CRM Analytics – the right tool for the right user experience
 SAP BusinessObjects integration in CRM
2. SAP CRM Interactive Reporting

© SAP 2009 / Page 2

 Operational Intelligence
Unmet Needs and Challenges Across the Enterprise

Decision Excellence Needs Approaches and Challenges

APPROACH Business Analysts Using BI and Reporting Tools

Strategic
ISSUE Huge amount of data gathering, slicing and dicing
Executives

APPROACH As Needed “data” and “reports” flowing from top,

Ad-hoc analysis using Spreadsheets, Separate
Tactical operational and BI Applications
Middle Managers & ISSUE Incorrect, out-dated information, siloed, un-actionable
Operational Leaders

APPROACH Very limited access to “reports” and

intelligence, no processes enhanced
Operational by real-time intelligence

ISSUE Flying Blind !

Junior Managers &
Line Employees

© SAP 2008 / Page 3

 CRM Analytics
Deliver Business Insight and Enable Effective Analysis

SAP CRM Analytics provides business users with access to unified information through a
broad suite of BI tools for confident decision making and alignment across people and
teams

Dashboards and Interactive Advanced

Reporting Data Exploration
Visualization Analysis Analysis

How do I access and How do I visualize How do I answer ad How do I determine How do I find
transform corporate data for better decision hoc questions and trends from complex immediate answers to
data into highly making? interact with historical data and business questions?
formatted reports for information? make possible better
greater insight? forecasts?

© SAP AG 2009. All rights reserved. / Page 4

CRM Analytics
The Right Tool for the Right User Experience

 Simplified BI information with

innovative & intuitive visuals
Dashboards  Empowers business users who are not Xcelsius
savvy using analysis tools

 Highly formatted management reports

Management  Professional report layout: form-
reporting based, print-optimized reports Crystal Reports
 Low interaction rate

 Self-service reporting and analysis, Web Intelligence /

Ad-hoc autonomy from IT
CRM Interactive
reporting  Simple user interface, designed for
the masses Reporting

 Self-service, search-driven, and SAP

Exploration discovery solution for exploring and BusinessObjects
analyzing your enterprise data Explorer

 Advanced analysis of multi-

OLAP dimensional OLAP data SAP Business
analysis Explorer (BEX)
 Report Assignment Wizard to integrate reports
and dashboards in CRM Business Roles

Report Assignment Wizard

 Allows the Analytics Professional to

directly import and assign reports
and dashboards to CRM business
roles
 The following report types can be
imported using the wizard:
 BW Enterprise Report 7.x
 BW Info Provider 7.x
 BW Query 7.x
 BW Query Views 7.x, 3.x
 BW Template 7.x, 3.x
 Xcelsius dashboards
 Crystal Reports
 SAP BusinessObjects
Enterprise reports (e.g. Web
Intelligence)

© SAP 2007 / Page 6

 Standard Xcelsius dashboards in SAP EHP1 for
SAP CRM 7.0

CRM Sales (16) CRM Marketing (6)

 Sales Executive  Marketing Executive dashboard
 Sales Executive summary  Campaign Analysis
 Sales Pipeline  Campaign Performance
 Pipeline Sourcing  Campaign Progress
 Sales Cycle  Historical Campaign Analysis
 Closing  Lead Analysis
 Customer Performance  Lead Aging
 Competitor Analysis  Lead Analysis
 Sales Manager
 My Team's Performance
CRM Service (5)
 Team Effectiveness – Lead Pursuance
 Team Effectiveness – Quotations and Orders  Service Professional
 Team Effectiveness – Sales Cycle  Service Order Closure (Homepage)
 Sales Representative  Service Order Lead Time
 Sales Representative – Summary  IT Service Professional
 Sales Representative – My Top Analysis  Service Request Dashboard
 Home Page  Problem Dashboard
 Opportunity pipeline  Request for Change Dashboard
 Account overview
 Sales Order Net Value (Last 8 Quarters)
 Opportunity Real-time Offer Management (2)
 Competitive Analysis  Marketing Professional: RTOM Offer Dashboard
 IC Manager: RTOM Dashboard

CRM Analytics / Page 7

 Xcelsius Dashboards

CRM Analytics / Page 8

 Xcelsius Dashboards – advanced integration

CRM Analytics / Page 9

 Homepage dashboard/report tray

© SAP 2007 / Page 10

SAP BusinessObjects Web Intelligence
Enable Self-Service Access to Information and Analytics

Empower business users with

powerful, yet easy to use analysis
 Intuitive, web-based interface with
offline capabilities
 Start from a blank slate or use an
existing analysis or report
 Multi-source access
 Interactivity with filtering, ranking,
sorting, calculations, etc
 Data lineage

Lighten IT workload
 Self-service analysis and reporting
 Controlled and secure access with
tight BI platform integration
 Intuitive, business-centric view of
information with universes
SAP BusinessObjects Explorer in SAP CRM
 Agenda

1. CRM Analytics – the right tool for the right user experience
 SAP BusinessObjects integration in CRM
2. SAP CRM Interactive Reporting

© SAP 2009 / Page 13

SAP CRM Sales Force Automation
CRM Interactive Reporting

Sales Sales
Report Areas for Sales Interactive Reporting
Performance Planning &

Sales
Management Forecasting
Ability to easily create CRM Interactive Reports for following SFA
Account &
Analytics Contact
Management areas:
Customer
Sales
Contracts
Management
Activity
Management
 Opportunities
Quotation
Management
Order Capture
Opportunity
Management
 Activities
 Sales Quotations
 Sales Orders
Benefits  Sales Contracts
 Monitor real-time the  Opportunity – Sales Order combined reporting
proportion of
opportunities or
quotations that have
been closed by sales
 Drill down from
reports to operational
application
 Use intuitive report
designer to easily
build and integrate
custom reports
SAP CRM Marketing
CRM Interactive Reporting

Marketing
Analytics
Marketing
Report Areas for Marketing Interactive Reporting
Lead
Analytics

Marketing
Ability to easily create CRM Interactive Reports for:
Resource
Management Management

Customer  Lead
Segment
Loyalty & List
Management Management  Campaign
Campaign
Management

Benefits
 Understand marketing
campaign
effectiveness

 Real-time analysis of
lead qualification
progress

 Ability to drill-down to
campaign and lead for
actionable insight
SAP CRM IT Service Management
CRM Interactive Reporting

Incident &
Service
Report Areas for IT Service Interactive Reporting
Request
Managemen
t
Ability to easily create CRM Interactive Reports for :
Service Level Problem
Management Management

Customer  Service Request

Installed-
Base & Change
Object
Management
Management
 Problems
Knowledge

 Request for Change

Management

Benefits
 Gain insight of IT
service processes

 Measure IT service
performance and
service level
compliance

 Provide real-time
basis for intelligent
business decisions
SAP CRM Service & Interaction Center
CRM Interactive Reporting

Parts Sales&
Sales
Report Areas for Service Interactive Reporting
Logistics Planning
Marketing&
& Finance Forecasting
for Service
Ability to easily create CRM Interactive Reports for :
Warranty Account
Service &
& Claim Contact
Contracts
Management
 Service Order / Ticket
Management

Customer
Installations
Returns & Activity
&
Depot Repair Management
Maintenance

Field Customer
 Complaint
Quotation
Service
Management Service &
Management
Order Capture Support

 Interaction Record

Benefits
 Easy access and
simple to use
 Gain instant insight
into your service
business performance
 Monitor real-time
Interaction Center
operations
 Fine tune your
operations based real-
time insight
 SAP CRM Interactive Reporting - Capabilities

End users use an intuitive user interface to Power users can easily create, copy, edit, delete
analyze their data and deploy reports
Leading edge user interface leveraging Adobe Flex Easy to use creation / editing wizard with report preview
Drill down/through
Export to MS Excel Deployment of reports to individual employees or
Reports show real-time data organizations
Editing individual views on reports
Support of tables and graphical charts (Column Chart, Line
Chart, Pie Chart, Bar Chart, Stacked Column Chart)

Predefined standard Report Areas

 Sales  Marketing  Service  IT Service Management
 Opportunities  Campaigns  Service Tickets  Service Requests
 Activity Management  Leads  Service Orders  Problem
 Sales Orders  Interaction Center  Complaints  Request for Change
 Sales Quotations  Interaction Records
 Sales Contracts

© SAP 2008 / Page 18

 Thank you for your attention!

Q&A

CRM Analytics / Page 19