Sales Order Processing B2C for Service Providers in CRM Web Channel 

Purpose

You can use this business process to enable service providers to sell products and services quickly and easily via the Web shop in a business-to-consumer (B2C) scenario. This business process fully integrates your Web shop with SAP CRM, enabling you, promptly and efficiently, to handle the complete order process, from creating a provider order and provider contract (for rate plan items), to delivering the goods to your customers and activating the services for service usage by the customer (via an external activation system).

Process Flow

 

       1.      Select product and add to shopping basket (Web shop)

The customer can browse the product catalog hierarchy or use the quick or extended search function to find products. In addition, the customer can select from earlier transactions, for example, orders, quotations, invoices, or order templates. If the customer has maintained a profile, cross- and up-selling products are displayed.

Customers can use the SAP Internet Pricing and Configurator (IPC) to configure products. During the interactive configuration process, SAP IPC displays the product options that can be combined, and automatically checks the selected product options are consistent and complete. Customers can also use the SAP IPC to configure prices, including complex pricing, and get support during a search for products that either partly or fully match their selected search options. The Sales Pricing Engine determines the price automatically. Prices determined can be either one-time prices, recurring prices (basic fees), or both.

       2.      Order product (Web shop)

The customer can order delivery items and/or rate plan items. Rate plans typically contain services. To order products the customer must log on to the Web shop. The system automatically creates a business partner master record based on the data of the reference customer that was specified in the Web shop profile. The master record is saved in the SAP ECC system.

       3.      Select payment method and delivery type (Web shop)

       4.      System calculates pricing (SAP CRM)

SAP ECC determines product availability and reserves the items each time orders are created or updated. The availability of the customer’s products is displayed to them at item level.

       5.      System performs availability check (SAP APO)

The system runs a check on the availability of the product.

       6.      System calculates tax (US)

Optionally, for example, for vendors in the United States of America, you can use an external service provider to calculate tax.

       7.      Send order (Web shop)

The customer checks (delivery type, delivery address, and so on) and saves the order. The order is transferred to the SAP ECC system.

       8.      System performs credit card check (optional)

       9.      System creates and replicates order to SAP ECC (SAP CRM)

   10.      System receives and processes order (SAP ECC)

   11.      System creates contract

A provider contract is created in case the created provider order contains rate plan items. The rate plan items of the provider order are transferred to the created provider contract.

   12.      System receives and processes contract information

Via the external provider system, for example, the ordered rate plan services can be activated for service usage by the customer.

   13.      System sends order confirmation and status to customer

   14.      System tracks order (optional)

Optionally, you can use an external service provider to track the order. For example, the carrier can display the delivery status.

   15.      System provides invoice for customer

   16.      View order confirmation, status, and invoice

Customers can view order confirmation and status, and display invoices in the Web shop. Customers can change the orders depending on the order status.