ADA SAP CRM Business Blueprint Presentation

SAP CRM ® for Higher Education
Business Blueprint
Project
Relationship Management for Universty Members
Consultant A.Orkun UYAR

AGENDA
1. Purpose
2. Assumptions
3. Master Data
4. Transaction Types
5. Solution Map
6. Developments
© 2010 SAP AG. All rights reserved. / Page 2

Purpose
 SAP CRM will be positioned to manage and report the
interactions with in university environment.

Assumptions
 Students, academicians, employees(administrator), partners
(externals), equipments and all interactions with them should record
in system.
 SAP CRM should provide solutions for fallowing business areas:
 Facility Processes
 Development Processes
 PreAdmission Processes

AGENDA
1. Purpose
2. Assumptions
3. Master Data
4. Transaction Types
5. Solution Map
6. Developments

Master Data
 Business partners; mean all people and organizations related with
university.
 Marketing attributes; mean all spesific info types of business partner.
 Categorization schemas; mean all types of request and complaints.
 Organization; same with back-end system.(SAP ERP)
 Equipments; same with back-end system. (SAP ERP)
 Products; same with back-end system. (SAP ERP)

Business Partner
Business Partner is the main master data in ecosystem. It means all
university members; students, employees and sponsors.
We can differ university members with their business roles in system.
Business Roles
Z001 Academician
Z002 Employee
Z003 Student
Z004 Partner Person
Z005 Partner Organization

Creating of Business Partners in system
 This slide shows the source of creation for BPs.
Academician from ERP to CRM.
Student from ERP to CRM.
Employee from ERP to CRM.
Individual Partner manually in CRM, directly via website.
Corporate Partner manually in CRM, directly via website.

Business Role

Martketing
Attributes

Subject Schema
Reason
Schema

Facility Management
Facility processes contain all IT and field services.
ADA SAP CRM FACILITY MANAGEMENT
IT Service
Management
Software Hardware
Field Services
(only interactions)
Security Cleaning
Cafe,
canteen,
restaurants.
etc.

IT SERVICE MANAGEMENT
IT SERVICE CATEGORIES
IT10 Enterprise Hardware
IT20 Enterprise Software
IT30 Personal Hardware
IT40 Personal Software

IT SERVICE MANAGEMENT - 2
IT SERVICE SUBCATEGORIES
IT10_01 Network equipment Enterprise Hardware
IT10_02 Server equipment Enterprise Hardware
IT10_03 Storage equipment Enterprise Hardware
IT10_04 Wifi equipment Enterprise Hardware
IT10_05 Telephony equipment Enterprise Hardware
IT10_06 Macbook Pro Enterprise Hardware
IT10_07 ClassroomMac mini Enterprise Hardware
IT10_08 Printing/Copying Equipment Enterprise Hardware
IT20_01 Embark Enterprise Software
IT20_02 PowerCAMPUS Enterprise Software
IT20_03 Millennium Enterprise Software
IT20_04 Symplicity Enterprise Software
IT20_05 SAP ERP Enterprise Software
IT20_06 SAP CRM Enterprise Software
IT20_07 Sharepoint Portal Enterprise Software
IT20_08 Turnitin Enterprise Software
IT20_09 Office 365 for Education Enterprise Software
IT20_10 Printing system Enterprise Software
IT20_11 BMS Enterprise Software
IT30_01 Laptop Personal Hardware
IT30_02 External Hard Disk Personal Hardware
IT40_01 Operating System Personal Software
IT40_02 Driver Personal Software
IT40_03 Antivirus Personal Software
IT40_04 Special licensed software Personal Software
IT40_05 Backup Personal Software

FIELD SERVICE MANAGEMENT
Universty Members can request or complaint about campus or
personel, via various channels.
These channels could be website, call center or direct employee.
Website : Its possible with development.
Call Center : There is no any plan about it.
Directly : An employee who has authorozation can create
request or complaint directly in CRM.

PM-CRM Integration
If a service request needs to be transform to the PM Order it could be possible with
development.
Service
Request
Situation is
required to
create a PM
Notification or
Order?
PM Notification or
Order

Transaction Types
 SAP CRM can provide generic solutions for standard business process. In ADA SAP
CRM project these document types will be used:
 Service Request
 Task
 Appointment
 Individual outgoing e-mail
 Mass mailing (campaign transaction)
 In addition, some business processes need specific solutions according to their
requirements. We will customize and use these document types in CRM system:
 Event
Opportunity

Transaction Types
Service Request
University can receive notifications such as complaints or requests from outside
about specific issues. These type of of interactions will be kept on the CRM system.
In ADA SAP CRM project we will use “Service Request” concept for the solution.
Service request document / transaction type has these abilities;
 Subject and Reason Categorization
 University Members by function on document
 Status Control and authorization.
please see the process flow in next slide.

Subject
Reason

Transaction Types
Task
 Task is a document type which means a university member or an action that
requires another action or assessment must be done by another university member.
The advantages of this document type are being traceable, assignable, terminable
and also we can categorize the generic task types. In this project we will use general
task document. A task document includes;
 Description, Note
 Task creator, Employee Responsible
 Due date, Completeness Ratio, Importance, Active Status
 Reference Action

Transaction Types
Appointment
 If a department suffers from its schedule management about the appointments
with other university members ‘Appointment’ document type should be used.
 This document type has such advantages; employees can show their schedule on
CRM WEB UI, Managers can plan their department workforce as balanced.
Appointment document includes;
 Reason,
 Location,
 Description,
 Dates,
 Status,
 Description,
 Notes
 Related universtiy members

Transaction Types
Event
Admission and Student services department will use this document type for creating,
developing and reporting the activities for advertisement of university and foundation.
Event organizer can include to the document;
 Event members,
 Event budget (as an information not related with finance now)
 Event time,
 Event place,
 Attachments (Flyer, document, photo, e-mail)
 Event status

Transaction Types
Opportunity
Development department will record a specific opportunity via this document type.
Additionally they can create follow up transaction over this document such as task,
appointment, cash proceeds. We can list different opportunity types:
 Naming Sponsorship,
 Scholarship,
 Internship,
 Employment,
 Executive Education service,
 Student Projects
 Academic Projects(researches)
 Governmental Issue
 Consultancy
If a related parties agree on an exact sponsorship or business relation type, a hard
copy can be produced as output. It will be generated with this opportunity.

ADA SAP CRM Solution Map
CRM PROCESSES
MODULES DEPARTMENTS KEY USER MASTER DATA INCOMING OUTGOING
FACILITY
IT SERVICES I H A S A N O V
employee,
equipment
Technical problem or incident,
software demand
service request
Feedback
FIELD SERVICES GGILLESPIE any uni member
complaint or request
service request
Feedback
BUSINESS
DEVELOPMENT NHAJIYEV Partners
Meeting Partnership Requests
service request
Scheduling appointments, finding partners,
creating opportunities
EXECUTIVE EDU GISMAYIL Partners, Prospects
Meeting the Enterprise Education
demands
service request
Executive Education Publishings with mass
mailing to the specific groups
CARRIER
PLANNING
AHAJIYEVA Students, Partners
Meeting Consultancy Requests
service request
-
MARKETI
NG
MARKETING TMUSTAFAYEV Prospects
Meeting parent and prospect student
elucidating demands
service request
Creating Events, gathering prospect student
information and statics, reports,
Publishings , sharing information about ADA
Academic Programs
ADMISSION TMUSTAFAYEV Prospects -
Sending admission process elucidating
individual mailing
STUDENT
SERVICES
TMUSTAFAYEV Students Social club establishing, registration
Publishing of social club events
Mass mailing Campaing

Developments
If a business requirements can not be met with SAP standards, solution can be
provided by development.
1. CRM in controls and automation
Organization determination; Setting default organization.
In ADA SAP CRM project there is only one organization so we will set it in
documents.
Partner determination; finding responsible person on document.
According to the service request type we may need automatic partner determination.

Developments
2. Integration
Service Request create RFC for webchannel.
Partner , Relation and Attribute Create, update RFC for webchannel.
Activity Crate, List RFC for webchannel.
3. Outputs
Contract from opportunity.
It will be a hardcopy for sponsors to express the agreement type and conditions.

Team Leaders
IT Service Management
İsmayil Hasanov
Partner Management
Natig Hajiyevnt
Marketing
Turgut Mustafayev

SAP Standart Project Plan

ADA SAP CRM Project Plan
BASIS Set up of CRM
Development System
Preparing Business
Blueprint
Entegration
with ERP
Generation of
CRM Apps
Engt. with 3rd
Party Systems
Configurations
Developments
Prototype
MAY JULY AGUST

Thank you.
e-mail: orkun.uyar@mbis.com.tr

ADA SAP CRM Business Blueprint Presentation

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