Service Contract and Quotation Analysis 

Purpose

You can use this business process to analyze your service contracts and quotations from various perspectives, in order to determine whether changes are necessary to optimize your contract range. For example, you can analyze customer satisfaction with contracts and services performed under contract, and monitor the financial aspects and volumes of existing contracts.

Process Flow

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       1.      System provides contract and quotation data (SAP CRM)

       2.      System provides cost and revenue data (SAP R/3 Enterprise)

       3.      System updates contract data (SAP BW)

During scheduled data extraction from SAP CRM to SAP BW, the system updates contract and profitability data in SAP BW.

       4.      Monitor customer satisfaction with service performed under contracts per installed base category (SAP BW)

You can use the following queries for this analysis:

¡        Services on Schedule with SLA Date (0CRM_PRI_Q0104)

¡        Delayed Services with SLA Date (0CRM_PRI_Q0103)

       5.      Monitor canceled and open service contracts (SAP BW)

These key figures can give you an indication of customer satisfaction.

       6.      Monitor value and volume of active service contracts (SAP BW)

These key figures show the revenue generated by contracts and the service volumes for which you need to plan resources. You can use the following queries for this analysis:

¡        Highest-Revenue Products in Service Contracts(0CSAL_C07_Q0101)

¡        Top-Selling Products in Service Contracts (0CSAL_C07_Q0102)

¡        Changes in Processing Volumes (0CSRVMC03_Q0101)

       7.      Monitor contract products with high net value (SAP BW)

These key figures show which products are the most popular and generate the highest revenue. You can use the following queries for this analysis:

¡        Highest-Revenue Products in Service Contracts (0CSAL_C07_Q0101)

¡        Top-Selling Products in Service Contracts (0CSAL_C07_Q0102)

       8.      Build query for desired quotation based analysis (SAP BW)

For more information on the predefined queries provided by SAP, see the SAP Library documentation for SAP BW, under BI Content ® Customer Relationship Management ® Service ® Queries.

For more information on the Business Explorer analytics tool in SAP BW, see the SAP Library documentation for SAP BW, under Business Explorer.