Interaction Center for Automotive

Purpose

You can use this business scenario to create and maintain the vehicle data of your business partners in the Interaction Center. The vehicles can be either company cars or third-party vehicles. The Interaction Center for Automotive is an enhancement of the SAP CRM Interaction Center, and has a workspace specifically for the automotive industry. You can maintain vehicle data manually or import it from another system.

The Business Scenario has been designed for Interaction Center agents who work at a car manufacturer’s or importer’s site. It has two interfaces: Interaction Center WinClient and Interaction Center WebClient. The Interaction Center for Automotive offers you the following advantages:

·        Orderly processing and follow-up of customer contacts and minimization of the number of escalations

·        Consistent vehicle and customer data, which can be used collaboratively by OEMs, importers, distributors, and car dealers, for example, for marketing campaigns, sales and service activities, and data analysis

·        Optimization of existing customer relationships, resulting in an increase in customer satisfaction and revenue

Prerequisites

Business Partner	SAP Application Component	Configuration
Provider	SAP CRM 4.0 SAP CRM Broadcast Messaging Server SAP CRM IC WebClient* CRM Software Agent Framework (SAF) SAP Basic Java Libs 6.20* TREX 6.0 SAP J2EE Engine 6.20*	Use SAP Solution Manager.

* Indicates that this prerequisite is necessary for the IC WebClient, but not for the IC WinClient.

For more information on the configuration needed, see Settings and Profiles for the Interaction Center. For more information on the SAP application components required, plug-ins and support packages see the Master Guide for Automotive.

Process Flow

The sequence of business processes is described in each respective business scenario variant.