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SAP

With 12 million users, 79,800 installations, 1,500 partners and 25 industry solutions, SAP is the recognized leaderin providing collaborative business solutions for all types of industries and for every major market.

Late deliveries. Unresponsive service. Declining sales and profits. Dissatisfied customers. It’s easy to tell when your company needs a CRM solution.

Of all the CRM solutions available today, only one immediately integrates with all of your existing business processes. Only one has the power to immediately link your company’s entire value chain. Only one connects employees, partners and industry-specific processes and technology in a closed-loop customerinteraction cycle. And only one is backed by decades of experience in your industry.

That solution is mySAP™ Customer Relationship Management (mySAP™ CRM).

By dramatically improving your ability to interact with your customers at every stage of the relationship – from initial marketing campaigns to after-sales service and support – mySAP CRM can help your company increase revenues, improve profitability, build a stronger competitive advantage – and delight your customers, employees, and shareholders.

mySAP CRM is unique in the breadth of its capabilities. Its end-to-end, industry-specific integration helps you streamline all marketing, sales and service functions. Its business process insights help improve decision making for increased performance and profitability. And its modular, targeted solutions fit your company’s size and objectives while delivering a tangible return on investment.

At the same time, mySAP CRM provides an open, adaptable and user-friendly solution that’s easy for your people to learn and use. And its role-based enterprise portal delivers exactly the information and services that each user needs.

No wonder mySAP CRM is the choice of many of the world’s most successful and profitable companies – large and small.

mySAP CRM eliminates the boundaries that stand between you and your customers, and it drives value into all levels of your business.

At the marketing, sales and service level, mySAP CRM gives your people the real-time information they need to execute targeted marketing campaigns, increase sales and deliver prompt, superior service – whether by phone, fax, Internet or face to face.

Everything You Need To Build A More Customer Centric Organization

mySAP CRM also works with today’s mobile devices, including Web-enabled cell phones, laptops, PDAs and other handhelds, so it helps you build customer and partner relationships that last a lifetime.

At the management level, mySAP CRM helps you plan and monitor marketing campaigns, coordinate budgets, perform customer segmentation, identify decision makers, track sales, react quickly to market changes, manage contracts – and much more – so you can deploy your sales and marketing resources for maximum impact.

At the executive level, mySAP CRM supports better planning by providing flexible management reports on every aspect of your customer relationships – reports that you can use to build a customer-driven culture that spreads throughout your organization.

Beyond your company’s walls, mySAP CRM ensures that your business partners share critical information on sales forecasts, order flow and delivery schedules so that everyone in your supply chain can work toward the goal of total customer satisfaction.

A Unique Level of Integration

When you evaluate a CRM solution, ask the provider how it will share information with your other systems. Too often, stand-alone solutions require costly retrofitting, and they still may not provide real-time interaction with your central database. Because mySAP CRM is powered by SAP NetWeaver™, integration is native, not added. As a result, it blends seamlessly with your company’s overall business software platform, right from the start.

That means it allows your staff to work with real-time customer information, greatly enhancing the quality of service. And it establishes a seamless flow of customer information to and from your company’s other business processes – including supply chain management, product life cycle management, strategic enterprise management, financial management and even human resources. It’s a critical difference that makes mySAP CRM more valuable, more cost-effective and more profitable – today and tomorrow.

Designed For Your Industry, Scaled To Your Business, Ready For Your Future

With more than 30 years of experience in meeting the needs of specific industries, SAP offers tailored CRM solutions for the following markets: aerospace and defense; automotive; banking; chemicals; consumer products; financial services; health care; high tech and electronics; industry machinery and components; insurance; media; oil and gas; pharmaceuticals; professional services; public sector; retail; service providers; telecommunications; and utilities.

In addition, mySAP CRM supports end-toend processes that are designed specifically for your industry. And, it can be easily customized to meet the special requirements of your company and the individual preferences of each user. It’s a flexible, scalable solution that grows with your business.

A Faster Return On Your CRM Investment

mySAP CRM is a sound investment in your company’s future, delivering a faster return on investment in several important ways. First, it helps your company build stronger relationships with customers for higher sales and profits. Second, it eliminates manual processes and streamlines your entire value chain, reducing overall customer service costs. Third, unlike stand-alone CRM solutions, mySAP CRM arrives ready for immediate integration so system acquisition costs are lower. And fourth, where other CRM solutions operate from a separate database that must be continually updated, mySAP CRM operates from the same core customer information as your company’s other systems, so your total cost of ownership is lower.

Support For The Entire Customer Life Cycle

mySAP CRM facilitates closed-loop customer interactions through all functions within the customer interaction cycle.

1. Marketing

Marketing Planning And Campaign Management

Marketing planning capabilities allow organizations to plan all marketing activities centrally and to implement them across the enterprise. A streamlined planning process provides the flexibility to deal with quickly shifting market trends and – because mySAP CRM is integrated with front and back office processes – it uses all relevant customer, financial, product and market data.

Customer Segmentation And Personalization

Users can create highly targeted segments, accessing relevant data from multiple sources and integrate identified segments into marketing campaigns. With the personalization capabilities of mySAP CRM, companies can personalize product proposals for each Internet site visitor.

Marketing Analytics

A wide range of advanced marketing analytical capabilities can be used to analyze – in real time – customers, segments, competitors, products, market channels, trends, profitability and third-party market data.

2. Sales

Sales Planning And Forecasting

The sales planning and forecasting capabilities of mySAP CRM provide real-time graphical analysis and reporting of all planning and forecasting information. These critical capabilities enable companies to capture and analyze all estimated revenues and product quantities over time, ensuring accurate plans and forecasts.

Organizational And Territory Management

The territory management capabilities of mySAP CRM allow sales managers to define territories based on size, revenue, geography, products, product lines and strategic accounts. Managers can easily assign sales reps for each territory as well as identify the prospects and products associated with each territory. Companies can quickly identify shortcomings, territories with too many sales reps, and new opportunities.

Account And Contact Management

Account and contact management capabilities of mySAP CRM provide important performance indicators and support for quick access to relevant account information. Sales reps can identify their customers’ key decision makers, understand their customers’ core business drivers, and identify cross-selling and upselling opportunities.

Activity And Opportunity Management

With mySAP CRM activity management capabilities, organizations can schedule and oversee a broad range of simple and complex tasks, thereby helping sales professionals manage their time and responsibilities more effectively. Opportunity management capabilities provide complete visibility into each sales opportunity, enabling sales professionals to capture, manage and monitor the business contact and account information of potential opportunities.

Sales Analytics

Executives can quickly determine the financial status and overall effectiveness of the sales organization. Managers have all the critical data they need to address trends proactively, measure customer retention and revenue shortfalls, and assess future opportunities.

3. Service

Multichannel Service

mySAP CRM enables organizations to support the integrated delivery of customer service through field representatives, interaction centers, partners or the Internet.

Customer Service And Support

The customer service and support capabilities of mySAP CRM enable interaction centers to manage and fulfill commitments to customers and partners through efficient service planning and execution. The solution enables companies to resolve customer issues quickly by connecting the entire service process – from initial customer contact to final resolution and financial settlement.

Resource Planning And Optimization

With mySAP CRM resource planning and optimization capabilities, organizations can plan long-term resource strategies and optimize short-term scheduling tactics. It enables executives to forecast resources based on product forecasts, planned services and geographic product placements.

Service Operations Management

mySAP CRM delivers complete and robust service management capabilities for single and multitiered service operations. The flexibility of mySAP CRM enables managers to plan, monitor and lower the costs of serving customers and to improve profitability.

Service Planning And Forecasting

The service planning and forecasting capabilities of mySAP CRM enable organizations to establish service plans that proactively maintain products. Managers can forecast planned services while ensuring that resources are properly assigned and that customer commitments are honored.

4. CRM Analytics

Analytical Methods And Scenarios

mySAP CRM includes all of the tools necessary to analyze customers and support an organization’s ability to serve those customers by measuring performance, predicting customer behavior, planning for success and leveraging all of the knowledge and plans to maximize customer value.

5. Channel Management

Partner Management And Analytics

The partner and channel analytics capabilities of mySAP CRM provide a broad range of standard reports and analyses that brand owners can use to examine their partner coverage and gaps, partner and channel performance, revenue and sales statistics, and the returns on their own partnership investments.

Channel Marketing, Sales, Service and Commerce

The channel management capabilities of mySAP CRM provide a platform on which organizations can manage their partner relationships and enable channel partners to enhance their marketing, selling and service activities.

6. Interaction Center

Telemarketing And Telesales

mySAP CRM tightly couples the interaction center with all marketing efforts, seamlessly coordinating call lists, agent scripts, promotions and additional channels. This connection ensures that agents focused on qualified customers and prospects remain in complete synchronization with sales and marketing activities, which result in higher closure rates. Telesales agents can initiate outbound customer contacts, use scripts and surveys to qualify leads, identify customer needs, provide product information, create product proposals complete with quotes, and even close the deal – all within a single solution.

Service Within The Interaction Center

Key interaction-center service capabilities of mySAP CRM allow service agents to handle complaints, address customer concerns, answer technical questions, assist with returned materials, make exchanges, schedule field service personnel and trigger shipments of replacement parts.

7. E-Commerce

E-Marketing, E-Selling And E-Service

The e-commerce capabilities of mySAP CRM support functions and processes across the enterprise – from marketing to sales to service to analytics. Companies can deploy Web shops with catalog management capabilities, quotations and orders, shopping baskets and pricing. Companies can deploy customer care sites that include parts catalogs, live customer support, account self-service and billing and payment. The e-marketing capabilities of mySAP CRM support Web-enabled demand generation and loyalty processes.

8. Field Applications

Field Sales And Service

mySAP CRM offers field service representatives using remote laptops or rugged handheld devices a convenient, intuitive, browser-based interface for immediate access to detailed information on their customers’ installed products so they can complete service calls faster, increase their productivity and enhance customer satisfaction. Field sales reps working in remote environments can manage sales opportunities, forecast sales accurately, analyze sales pipeline data rapidly and manage tasks effectively – all while collaborating with the rest of the organization.

Give Your Customers – And Your Company – the Best

The choice of a CRM solution will affect your competitive position for years to come. So choose the one solution that delivers full integration, industry-specific experience and a faster ROI. Choose mySAP CRM.