Golden Demo. Demo Script. SAP Business ByDesign. Customer Contract Management Classification: Internal and for Partners. SAP Cloud Reference Systems

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1 SAP Business ByDesign Demo Script Classification: Internal and for Partners Professional Service Providers Global February 19, 2013 SAP Cloud Reference Systems

2 Table of Content 1 Demo Script Overview Demo Overview Intended Audience Protagonists Business Pain Points Key Messages and Value Proposition Story Flow Summary Technical Requirements System Access Information System Landscape System Access Users Demo Steps Prerequisite Step Copy Existing Contract Execute Service on Customer Contract Create Service Request Confirm Execution Create Contract Invoice Check Journal Entries Summary Scenario Quick Guide and Key Master Data Execute Service on Customer Contract Appendix February 19,

3 1 Demo Script Overview 1.1 Demo Overview This demo script outlines the highlights of SAP Business ByDesign Contract Management and shows you how to demo these capabilities along with their benefits and how to deliver proof of these value propositions in your demo. In this demo we create a service request for a customer based on an existing contract. As next step the service will be performed, service data captured and execution confirmed. To complete the process, the completed work will be invoiced to the customer. SAP Contract Management offers strength over the competition through its complete sales and financial integration, allowing companies to have end-to-end documentation and analysis. The use of one common platform for all activities, postings, and analytics enable companies to more efficiently manage the business and eliminate redundant data entry and other issues associated with disparate systems. 1.2 Intended Audience SAP internal: Pre-Sales Executives, Pre-Sales Solution Advisors SAP external: CEO, CIO, Sales Management 1.3 Protagonists The main character of this demo story is Eddie Smoke, who takes the role of a sales and service representative. Eddie needs to be able to capture a customer s contractual agreement and then reference that contract through subsequent service execution. In addition, Eddie must be able to determine whether a service issue is covered under warranty and what provisions exist for handling the service agreement. 1.4 Business Pain Points Businesses often face the challenge of monitoring customer contracts to determine the covered products, duration, and service level agreements. In addition, they want to be able to monitor expiring contracts in order to proactively alert their customers and generate the opportunity for renewals. Contract Management enables companies to: Create and manage contracts Create service requests against contracts Generate customer invoices, where applicable, against service calls Automatically post the financial documents against the customer account 1.5 Key Messages and Value Proposition Customers will benefit from having all of their data on a common platform that is accessible to all internal and external parties that need to share access to the same information. Overview This scenario walks through the end-to-end processes associated with creating, monitoring, and servicing customer contracts. February 19,

4 A common ByDesign theme includes high level business goals to improve profitability, and build a foundation for growth, and adopt best practices across the entire enterprise. To support these goals ByDesign provides Transparency, Efficiency, and Adaptability, as well as an integrated solution to support a two-tier enterprise. Key Features and Associated Benefits Integrated contract management o Simple and error-free maintenance of customer agreements o Ability to monitor documents to ensure compliance Service integration o Ability to communicate with the service team to more effectively and efficiently resolve service issues o Real-time visibility into service request status and resolution details o Mobile capabilities Financial integration 1.6 Story Flow Summary Based on an existing contract for a certain customer the employee can create a service request, e.g. to repair a server which is not working any longer. As soon as the server repair is executed, it can be confirmed directly out of the contract and invoiced afterwards. Finally the employee can check the journal entries to review the financial postings in the system related to the service execution. The main process steps in this demo scenario include the following steps: Create Service Request Confirm Execution Create Customer Invoice Check Journal Entries February 19,

5 2 Technical Requirements 2.1 System Access Information System Landscape Software Component Release Support Pack SAP Business By Design System Access Access your local demo system. The access details and demo features described here are available in all standard reference systems as of Users Predefined User ID User Name Password Component Administration01 Eddie Smoke Welcome1 SAP Business ByDesign February 19,

6 3 Demo Steps 3.1 Prerequisite Step Copy Existing Contract What to Say Introduction To perform the following demo steps the existing contract ID 1 should be copied. What to Do WoC Service Entitlements -> Contracts. Show list -> All Contracts -> Go. Select Contract ID 1. The data provided in this script is country specific. Please refer to appendix to find the data which was created in the respective country version. Click Copy. Optional you can change the description to make the new contract more different from any existing contracts. Click Save. Click Submit -> Release. What you Should See February 19,

7 3.2 Execute Service on Customer Contract Create Service Request What to Say Introduction Based on an existing customer contract Eddie Smoke creates a new service request. Key Features and Advantages SAP allows companies to quickly and efficiently create and monitor these agreements. Key features include the ability to reference customer and material master data, as well as the ability to store and reference standard service agreements, service categories, and the registered products that are being covered. Value Statement SAP allows a service desk employee to quickly identify the coverage and service provisions associated with a customer s registered product. This allows the organization to quickly review a service request to determine its validity and to assign a service request for execution. Companies will be able to monitor these agreements to determine whether service requests are covered by an agreement. Service agents will receive all of the relevant information for service handling and will be able to capture the resolution details for further analysis to reduce future breakdowns. Financial analysts will be able to quickly review the impact and profitability of the contracts and their correlated service requests. Inventory managers will be able to better monitor the needs for service and repair parts, reducing the cost and time required to fulfill service obligations. What to Do WoC Service Desk -> Common Tasks -> New Service Request. Enter Unlimited Electrics in the Account field. Reference Contract Item field -> Search for appropriate contract for customer Unlimited Electrics using the input help. Select newly created contract ID (copy from ID 1), line item 10 Platinum Support - 7x24. Enter Support Request in the Subject field. Enter Server is not working in the Incident Description field. Enter Service & Support Heating in the Service and Support Team field. Enter Product Problem in the Service Category field. Enter Usability Problem in the Incident Category field. February 19,

8 3.2.1 Create Service Request Click Save. Click Submit. What you Should See Confirm Execution What to Say February 19,

9 3.2.2 Confirm Execution Introduction According to the existing contract for customer Unlimited Electrics the execution of server repair will be confirmed in this step. Key Features and Advantages Service agents will be able to monitor their assigned workload, schedule customer visits in a logical sequence, and communicate the status of his or her assigned tickets. Value Statement Companies will benefit from the integrated data and information that flows from the contract into the service agreement and then ties to the financial reporting and analysis. Customer satisfaction will be improved through timely analysis and assignment of service requests, with an additional benefit from accurate invoicing and improved communications. What to Do WoC Service Entitlements -> Contracts. Show list -> All Contracts. Select the new contract for customer Unlimited Electrics used in the step before. Click Confirm Execution. Enter Completed server repair in the Work Description field. Enter todays date / 4 pm in the Arrived On field. Enter todays date / 5 pm in the Fixed On field. Enter E0214 in the Service Performer field. Click Add Row in the Services and Spare Parts section. Enter Second Level Support in the Product field. Click Release. What you Should See February 19,

10 3.2.2 Confirm Execution Create Contract Invoice What to Say Introduction Eddie Smoke creates the customer invoice for the executed server repair. Key Features and Advantages Invoices are created against the service being performed, so there is no need for manual entry of invoice data or the February 19,

11 3.2.3 Create Contract Invoice fear of lost or inaccurate information. Customer invoices are created with reference to the services performed, so that customers are able to receive timely and accurate billings. Value Statement By integrating the full service stream, companies are able to determine the validity of service agreements, quickly resolve customer issues, and accurately bill for any eligible services fulfilled. By monitoring these service agreements and the ensuing services being performed, the business will benefit from improved customer satisfaction through more efficient handling of service requests and the ability to receive accurate invoices for the services performed. What to Do WoC Customer Invoicing -> Invoice Requests. Select the newly created document ID (invoice request type Customer Contract Invoice Request) for account Unlimited Electrics with status To Be Invoiced. Click Invoice. Click Release. What you Should See February 19,

12 3.2.4 Check Journal Entries What to Say Introduction Eddie Smoke checks the journal entries to review the financial postings in the system related to the service execution. Key Features and Advantages The financial postings for the customer invoice are created in real time, using data flowing from the customer contract and service request. This eliminates typical errors associated with duplicate or manual data entry. Value Statement Leveraging the integration of Business ByDesign, companies will be able to see all of the details associated with a journal entry, including the ability to see the data flow from the source document and any preceding documents. The system captures the debit and credit elements in real time, so that the system is always in balance. This financial information is also available through the built-in analytics, allowing the financial user to quickly generate his or her own reports with slice-and-dice and drill-down reporting capabilities. What to Do WoC General Ledger -> Journal Entries. Select the journal entry ID related to the invoice ID created in the step before -> column Source Document ID. Click View. In section General Information click on the invoice number behind Source Document ID to show the navigation functionality between corresponding objects within ByDesign. Choose tab More on the Invoice Overview screen to highlight the document flow from the contract to the invoice. Click on the anchor in the contract frame to extend the view. Click Close twice. What you Should See February 19,

13 3.2.4 Check Journal Entries February 19,

14 3.2.4 Check Journal Entries February 19,

15 3.2.5 Summary What to Say Introduction Summarize contract management capabilities as shown before. With only one system required to manage this entire scenario, ByDesign enables the ability to: Increase our speed to revenue Decrease our cost of selling and delivering services Improve customer satisfaction by delivering on time and on budget Provide reporting insight to manage customer contracts Key Features and Advantages Working with ByDesign, customers are able to leverage the benefits of having an integrated system that can handle all aspects of contract and service management. By leveraging the ability to create contracts and service requests against data stored in the system, companies are able to quickly and efficiently manage these agreements. Mobile capabilities allow for improved communications between the field, the office, and the customer, while the imbedded analytics allow for better monitoring of this aspect of the business. Value Statement The area of customer contract management offers businesses an opportunity for an area of additional profitability and customer satisfaction through effective management of service agreements. ByDesign allows companies to more effectively handle these services while ensuring accurate invoicing. What you Should See February 19,

16 4 Scenario Quick Guide and Key Master Data This section summarizes the entire process and provides all the master data that you need to run it. If there is more than one process alternative, additional tables will be provided. This chapter is intended as a quick reference for experienced users who have understood the basics of the business process and have already completed the scenario. 4.1 Execute Service on Customer Contract Steps Summary Path Data to Use/Enter Activity Prerequisite Step Copy Existing Contract WoC Service Entitlements -> Contracts Select Contract ID 1 Show list -> All Contracts -> Go The data provided in this script is country specific. Please refer to appendix to find the data which was created in the respective country version. Step 1 Create Service Request WoC Service Desk -> Common Tasks -> New Service Request Optional you can change the description to make the new contract more different from any existing contracts Account: Unlimited Electrics Reference Contract Item: newly created contract ID (copy from ID 1), line item 10 Platinum Support - 7x24 Subject: Support Request Incident Description: Server is not working Service and Support Team: Service & Support Heating Service Category: Product Problem Click Copy Click Save Click Submit -> Release February 19,

17 Incident Category: Usability Problem Click Save Click Submit Click Close Step 2 Confirm Execution WoC Service Entitlements -> Contracts Select the new contract for customer Unlimited Electrics used in the step before Click Confirm Execution Work Description: Completed server repair Arrived On: todays date / 4 pm Fixed On: todays date / 5 pm Click Add Row in the Services and Spare Parts section Product: Second Level Support Click Release Step 3 Create Contract Invoice WoC Customer Invoicing -> Invoice Requests Select the newly created document ID (invoice request type Customer Contract Invoice Request) for account Unlimited Electrics with status To Be Invoiced Click Invoice Click Release Step 4 Check Journal Entries WoC General Ledger -> Journal Entries Select the journal entry ID related to the invoice ID created in the step before -> column Source Document ID Click View February 19,

18 In section General Information click on the invoice number behind Source Document ID to show the navigation functionality between corresponding objects within ByDesign Choose tab More on the Invoice Overview screen to highlight the document flow from the contract to the invoice Click on the anchor in the contract frame to extend the view Click Close twice 5 Appendix The data provided in this script is country specific. Please refer to the table below to find the contract ID which was created in the respective country version. Country DE US UK FR IN CN MX AU AT CA CH Contract ID February 19,

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