Targeting and Call Planning 

Purpose

You can use this process to research market data and sales for a territory of a pharmaceuticals vendor, and to plan calls to doctors who practice in this territory. Different channels may also be used for planning (see Targeting and Call Planning with Mobile Sales). You use the functions in Activity Management to plan your tours.

For more information on Activity Management see the SAP Library under mySAP Customer Relationship Management ® CRM Enterprise ® Sales.

Process Flow

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       1.      Explore territory performance and market data (SAP BW)

You plan your next activities (calls to doctors). To plan your calls effectively, you consult sales in individual territories and market data. For more information on the analysis options that are available, see the SAP Library under SAP Business Information Warehouse ® BI Content ® Industry Solutions ® Pharmaceuticals.

       2.      Maintain professional attributes (SAP CRM Enterprise)

You can update doctors’ data as necessary using the Business Partners transaction. Before the visit it is important that you check the doctor’s registration and authorization to receive classified medicines (applies to the USA only). If a doctor is no longer licensed (DEA number is not valid), the system issues a warning.

       3.      Create task (SAP CRM Enterprise)

You create a task. For example, you can keep a period of time free to prepare for a call to a doctor.

       4.      Replicate task with groupware (SAP CRM Enterprise)

The data is exchanged with the groupware, that is, the data entered in the task is copied into your groupware application (Microsoft Outlook or Lotus Notes). The task is then displayed in your groupware calendar. The opposite is also true: when you create a task in the groupware, the data is transferred to the SAP CRM so that the task also appears in your SAP CRM calendar.

       5.      Document task (SAP CRM Enterprise)

You document the task by completing the standard fields such as Category or Description while processing the task. You can also enter longer texts for the task, for example, a letter, a note or information about a doctor, on the Texts tab page.

       6.      Schedule business activity (SAP CRM Enterprise)

You schedule a business activity by searching for a free appointment in your calendar.

       7.      Create business activity (SAP CRM Enterprise)

When you have found a suitable appointment, you create a contact. You enter the name of the doctor and other information such as the location and time. In order for the contact to be displayed in the doctor’s groupware calendar, it must exist in the SAP CRM system and in the relevant groupware system. To enable integration of the groupware with SAP CRM Activity Management, you need to load all the business partners (doctors) from SAP CRM into the groupware systems, for example, into a public directory such as the groupware address book. For more information on loading business partners, see the SAP Library under mySAP Customer Relationship Management ® Architecture and Technology ® Business Integration ® CRM Middleware ® Groupware Integration ® Groupware Integration Setup and Load Guide ® Configuration Activities for Groupware Integration ® Load Business Partners into Groupware.

       8.      Replicate business activity with groupware (SAP CRM Enterprise)

The data is exchanged with the groupware, that is, the data is copied into your groupware application (Microsoft Outlook or Lotus Notes). This ensures that the contact is not only displayed in your own calendar but also in the groupware calendars of the relevant doctors.