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 Actions for Contracts

Use

To ensure that you retain an existing customer and maintain an excellent customer relationship, you can define certain actionsin the system that need to take place during the contract term. To help the sales representative keep track of the contract, these actions are automatically triggered by the system once certain conditions have been met.

Examples of actions that can take place during different stages of the contract term are:

  • Periodic follow-up calls to check whether the customer is satisfied with the product or service

  • Follow-on quotation to be sent to a customer in time before the contract ends

  • Customer satisfaction survey if the contract expires without renewal, or is cancelled

Features

Actions can either be scheduled so that they are triggered automatically at certain points, or you can start planned actions manually from the contract.

You can create a set of actions that are valid for a specific contract type or a particular item category.

The system triggers the actions depending on certain conditions, such as:

  • When a condition has been met (less than 80% of target quantity has been released by 30 days before expiry)

  • To start on a particular date (call customer every 60 days)

Activities

  1. You define actions and action profiles and assign them to the item category or business transaction in Customizing for Customer Relationship Management , by choosing Start of the navigation path Basic Functions Next navigation step Actions. End of the navigation path

  2. The system displays the relevant actions in the Actions tab page in the contract item.

  3. When the condition in the action has been met, the system triggers the action, for example, it creates a business activity for the relevant sales employee. The transactions appear automatically in the sales employee’s list of open documents.

  4. You can also trigger planned actions manually from the Actions tab page.

For more information, see the documentation for Actions in CRM Enterprise .

Specifics of the People-Centric UI

If you are working with the People-Centric UI, alertsthat are triggered by the action can be displayed in an alert inbox. The sales employee receives a message in their alert inbox informing them that the action has taken place, for example, that a business activity has been generated.

For more information about alerts in the Enterprise Portal, see the SAP Library under Start of the navigation path SAP NetWeaver Next navigation step mySAP Enterprise Portal Next navigation step Portal Content Next navigation step Sales Next navigation step Business Package for mySAP CRM Next navigation step Sales Representative Next navigation step iViews Next navigation step Home iViews. End of the navigation path