Use

SAP Customer Relationship Management (SAP CRM) supports all customer-related processes within the entire customer relationship cycle from market segmentation, lead generation, and opportunities through to after-sales and customer service.

For more information, see SAP Help Portal under http://help.sap.com/saphelp_crm70/helpdata/de/e1/8e51341a06084de10000009b38f83b/frameset.htmSAP Customer Relationship Management

If you connect VMS to CRM, you can transfer the vehicles created in VMS with all the appropriate data (vehicle data, configuration, vehicle history, relationships to dealers and end customers) via an interface to SAP CRM. There, they are mapped from SAP CRM to the individual object Vehicle and are available for after-sales processes that are processed via the Interaction Center.

Transferring vehicles to SAP CRM and mapping vehicles to individual objects takes place using the actions CRMV Export Vehicle to CRM and CRMS Add Vehicle to CRM Order . You must make additional settings for mapping data in BAdI VLC_CRM_INTEGRATOR.

Prerequisites

You have installed SAP CRM 4.0 or higher.

For more information, see SAP Service Marketplace atservice.sap.com\instguides→ SAP Business Suite Applications → SAP CRM

You have connected VMS to SAP CRM.

So that BAdI VLC_CRM_INTEGRATOR is called, you have set the CRM Rel. indicator for all CRM-relevant actions in Customizing for VMS under Control Data → Define Actions.

You have programmed BAdI VLC_CRM_INTEGRATOR.

You have transferred the VMS sales orders with vehicle reference to SAP CRM. You have transferred sales documents without a vehicle reference and that have been created in SAP CRM to VMS and found suitable vehicles for these sales documents in VMS.

You have executed action CRMV Export Vehicle to CRM in VMS and thus transferred vehicle data, configuration data, and history entries such as relationship with dealer and end customer to SAP CRM. You have executed action CRMS Add Vehicle to CRM Order in VMS and thus transferred the assignment of vehicles to the sales documents to SAP CRM.

Features

The Interaction Center for Automotive is an enhancement of the SAP CRM Interaction Center with a workspace specific to the automotive industry in which the customer- and partner-oriented view is enhanced by a vehicle-oriented view; the latter is based on the data of the individual vehicle. The vehicles can be either company cars or external vehicles and the appropriate data can be processed manually or be imported automatically from VMS or from any other external system, for example from the production control system.

The Interaction Center has been designed for Interaction Center agents who work at the manufacturers or importers.It offers two interfaces (UIs): the IC WinClient and the IC WebClient.

It supports the following processes:

Information inquiry

Service and support

Complaints management

Sale of accessories

Marketing campaigns

For more information, see SAP Help Portal under http://help.sap.com/saphelp_crm70/helpdata/de/42/dfae70af4b2cede10000000a1553f7/frameset.htmInteraction Center for Automotive .