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 Order and Contract Processing for the Telecommunications Industry

 

Technical Data

Technical Name of Business Function

CRM_TEL_SOM_1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 1 for SAP CRM 7.0

Technical Usage

CRM Core

Application Component

CRM Telecommunications (CRM-IT)

Required Business Function

Sales and Service (CRM_SLS_SRV_1)

With this business function, you can use the simplified function for integrating technical data in CRM orders and contracts without using objects from the CRM Installed Base. This makes it easier to maintain technical resources.

It also provides a flexible, configurable framework for distributing customer orders and change orders into multiple systems. You can define, trigger, and monitor processes that run in multiple systems even without a dedicated order management system.

You can define one-off charges in SAP CRM and bill them in SAP ERP (SAP Convergent Invoicing).

Prerequisites

  • You have installed the following components as of the version mentioned:

    Type of Component

    Component

    Is Needed Only for the Following Features

    Software component

    BBPCRM 701

  • You have made the following settings in Customizing for Customer Relationship Management under Start of the navigation path Industry-Specific Solutions Next navigation step Telecommunications End of the navigation path:

    • Start of the navigation path Settings for Telecommunications Transactions Next navigation step Define Settings for Document Distribution End of the navigation path

    • Start of the navigation path Settings for Telecommunications Transactions Next navigation step Technical Resources End of the navigation path

    • Start of the navigation path One-Off Charges End of the navigation path

Features

Infrastructure for Order Distribution

You have a flexible and configurable framework for the distribution of customer orders. These can be new orders or change orders. This makes it easier to define, start, and monitor cross-system processes. The call center agent can view the status of individual processes immediately in the Interaction Center. This allows the agent to quickly identify error messages and to restart the relevant processes.

Processing Technical Resources (Scenario: Sales and Order Management in the Call Center)

There is now a new option for saving technical information (such as telephone numbers and connection IDs) in telecommunications contracts:

  • Instead of using IBase objects, you can use the simplified method of saving technical information in the order or contract.

  • You can link order and contract items with external systems or customer objects to manage technical resources.

  • You can extend order and contract items.

  • You can define schemas of technical resources. These consist of one or more technical resources and can be assigned to a product in SAP CRM.

Billing of One-Off Charges

You can use SAP Convergent Invoicing to bill one-off charges (service activation charges or cancellation charges, for example) that are defined in the CRM product. To do this, the one-off charges are sent to the ERP system in the form of billable items.