Service with SAP CRM

Markus Kirchler is a member of the Board of Management at Mieschke Hofmann und Partner (MHP), the leading German process and IT consulting firm for the automotive industry. He is responsible for the CRM business area and has several years' experience rolling out SAP software products in a variety of industries. Using an approach to consulting that seeks to combine process and IT consulting with the relevant products and solutions, MHP supports over 250 well-known customers, both inside and outside the automotive industry, with comprehensively implementing their processes in all value creation areas. Dirk Manhart is a manager at Mieschke Hofmann und Partner (MHP). He is also an application and process consultant in the CRM and BI areas, and has several years' experience implementing CRM solutions in the automotive industry. He specializes in analyzing and designing business processes and in implementing these processes in IT solutions. In his role as project manager, he is responsible for SAP CRM-based roll-outs for a German automotive manufacturer.

1 Introduction to CRM 19
1.1 Key Concepts and Control Mechanisms in Customer Relationship Management 19
1.2 Service Management as Part of CRM 25
1.3 Software Support for CRM 31
1.4 Customer Relationship Management with SAP CRM 35
1.5 Service Management with SAP CRM 42
1.6 Service with SAP CRM or SAP ERP CS -- a Comparison 53
1.7 Architecture of SAP CRM Systems 61
1.8 Summary 64
Service with SAP CRM -- Overview of Functions 65
2.1 User Interface 65
2.2 Master Data and Basic Functions 66
2.3 Service Order Management 69
2.4 Warranty Processing 78
2.5 Complaint Processing 80
2.6 Product Service Letters and Recalls 88
2.7 Service Contracts 92
2.8 Service Resource Planning 97
2.9 Mobile Service 104
2.10 SAP Business Communication Management 109
2.11 Summary 120
Service with SAP CRM -- Processes and Customizing 121
3.1 Basis Customizing 121
3.2 Service Order Management 147
3.3 Service and Repairs Processing (In-House) 183
3.4 Service and Repairs Processing (Field Service) 190
3.5 Reactive Complaints Management 195
3.6 Proactive Complaints Management 221
3.7 Service Case Management 226
3.8 Service Resource Planning 235
3.9 Service Contract Management 247
3.10 Warranty Management 258
3.11 Summary 276
Critical Success Factors for CRM Projects 277
4.1 General Success Factors 278
4.2 Critical Success Factor -- Procedure Model 279
4.3 Critical Success Factor -- Change Management 284
4.4 Critical Success Factor -- Data Quality 299
4.5 Critical Success Factor -- Test Strategy 320
4.6 Summary 327
Example from the Automotive Industry 329
5.1 Fundamentals of the Automotive Industry 329
5.2 Customer Interaction Center 332
5.3 Complaints Management 336
5.4 Recall Management 348
5.5 Summary 356
Summary 357
Operating a CRM System with ITIL 363
References 371
Authors 373