The following content is a taste of all that’s in store at the 2009 ASUG Annual Conference. Browse these session descriptions and more once Agenda Builder goes live in early March.
Search sessions by Special Interest Group (SIGs).
Intel "Under the Hood": Transforming Collections and Dispute Management
Attendees will learn about Intel's journey from post-it notes to standardized global collections and dispute management using standard SAP solutions to facilitate world class collection performance and streamlined dispute resolution. The journey involved more than just great indicators; it provided a system to dramatically improve the world of Intel’s collectors.
Key Learning Points:
- Learn about key functionality of SAP solutions that addresses collections and dispute tools
- Learn to overcome the challenges of implementation
- Discover Intel's experiences with "best known" methods and empowering the user community
Leveraging SAP to Improve AR to Cash Flow Conversion Efficiency, Lessons Learned
In the current economic climate, staffing levels are decreasing and customers are paying later than ever. Historically, organizations increased cash flow after adding collections personnel. This option, however, is simply not available in today’s recession. This presentation discusses how organizations can enhance their SAP accounts receivable (AR) workflow so that they can immediately improve AR performance.
Key Learning Points:
- Learn how to increase customer touches without increasing headcount
- Discover ways to increase cash flow by ensuring that collection events are optimized to maximize cash flow
- Explore how to generate measurements and reports that highlight at-risk customers, late payment trends, and other AR metrics, including enhanced cash flow forecasting
FSCM: Biller Direct for Online Payments, Invoices, and Statements at Monsanto
Monsanto implemented FSCM Biller Direct 6.0 on SAP Enterprise Portal (SAP EP) with back-end R/3 4.6c before it upgraded to SAP ERP Central Component (SAP ECC) to allow external customers to perform the following activities online: view open items, pay by invoice, make advance payments, view payment history, and display invoices and customer statements as PDFs. This presentation discusses the functionality of EBPP, the process of integrating BD on SAP EP, and the modification tools and techniques for upgrading to SAP ECC.
Key Learning Points:
- Learn the functionality of EBPP, identifying its application limitations and design challenges
- Discover the process of integrating BD on SAP EP
- Explore the modification tools and techniques for upgrading to SAP ECC
FirstEnergy Experience with SAP Credit Management and SAP Collections Management
FirstEnergy has used the SAP for Utilities solution portfolio for many years. Recently, the company investigated possibilities to improve DSO, get a better overview on and handle credit exposure, and lower the cost for collections activities. After careful analysis of available solutions, the decision was made to implement the SAP Credit Management application and the new flexible collections solution available in CCS. Get insight into the business reasons FirstEnergy had for selecting a comprehensive credit and collections solution, as well as expectations for benefits. Attendees will also get an understanding of the architecture of the solution and how it fits into the overall landscape at FirstEnergy. The presentation is complemented by an overview of the key capabilities of the solution, lessons learned from the project, and the first months of production.
Key Learning Points:
- Key drivers for selecting SAP Credit Management and the SAP Collections Management application
- Implementation project details and lessons learned
- Key functional highlights of SAP Credit Management and SAP Collections Management
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Gaining Competitive Advantage by Improving the Customer Experience
Allergan is a multi-specialty health care company focused on discovering, developing, and commercializing innovative pharmaceuticals, biologics, and medical devices. Attendees will learn about how Allergan engaged Genesys and Unisap to extend the key operational components of SAP Customer Relationship Management (SAP CRM) to improve customer service at all customer touch points. Through superior call center processes, such as better call handling, real-time routing of customer interactions, and good supporting customer service processes with complete reporting visibility, Allergan was able to enhance customer relationships, build loyalty and retention, and turn customer experience into a formidable competitive advantage. In addition, Allergan enjoyed overall efficiency through better agent productivity, thus enhancing profitability.
Key Learning Points:
- Discover strategies for improving the customer experience
- Learn how to integrate SAP CRM with a company’s Call Center
- Learn about communications-enabled business processes across the enterprise
Business Critical Integration Aspects between SAP CRM and SAP R/3 for Service Management
Integration aspects between SAP R/3 and SAP Customer Relationship Management (SAP CRM) for service management may sound easy due to naming master data (such as customers, products, parts, installed base, and some transactions like service requests), but the devil lies in the details associated with some of these objects. The key to achieving seamless integration is to look into business critical objects per scenario. This session reviews the functions associated with service management and the various scenarios that are at work at Oki Data Americas, the challenges faced, and the approaches and solutions that have been established.
Key Learning Points:
- Learn the various objects that matter while integrating SAP R/3 and SAP CRM for service management
- Discover the challenges associated with integration
- Understand solutions that SAP offers to build an end-to-end solution using SAP R/3 and SAP CRM
Customer Self-service and Empowerment at CPS Energy
CPS Energy is implementing an ongoing mission to increase its offerings of customer self-service. As part of this, it has provided its residential and commercial customers with easy-to-use services that are available 24/7, and through this customer empowerment has exploited the reach and accessibility of the Web and the enterprise robustness of SAP. Today, CPS Energy has enabled its residential property managers to execute move-ins and move-outs online within minutes. CPS also offers its customers a best in class IVR system that operates in both English and Spanish, a system which enables its residential customers to easily and quickly execute move-ins, move-outs, transfers, and payment arrangements via the Internet. This presentation discusses how customers perform these transactions online using SAP to achieve real-time integration.
Key Learning Points:
- Learn how CPS Energy developed online, customer facing applications with real-time integration with its SAP landscape
- Discover ways to increase customer satisfaction and customer service productivity and efficiency through customer self-service tools
- Explore how organizations can determine which transactions to automate, noting ways to indentify those which require the most manual interaction or those which will reduce cost per transaction
Simplify Your Deployment of Service Scenarios within SAP Customer Relationship Management by Using SAP Best Practices
This session is designed for attendees who want to install preconfigured key service scenarios in the SAP Customer Relationship Management (SAP CRM) 2007 application by using simplified step-by-step instructions and accelerators. For blueprinting, prototyping, or implementation, this session discusses how SAP Best Practices packages based on SAP CRM 2007 can help users accelerate the deployment of most common business scenarios for service such as service order management and complaint management. Learn how to use the documentation and tools being provided with the SAP Best Practices for CRM package. Evaluate if SAP Best Practices for CRM are right for the project and take home a list of scenarios, content, and configuration that can make implementation more efficient.
Key Learning Points:
- What are SAP Best Practices packages and how can they be used in SAP CRM 2007 projects today?
- What process flows for service management in SAP CRM are delivered in SAP Best Practices, and what content is provided with them to help users transition from configuration to learning the business process as defined in the SAP Best Practices?
- How do SAP Best Practices for CRM work in practice, what is the deployment process when using them, and where can users learn more?
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Implementing SAP Revenue Recognition Software for Billing of Software and Services
This session discusses Microsoft implementation of revenue recognition for two specific business processes, the requirements of which involved different methods of revenue recognition – one with the primary purpose of decoupling the recognition of revenue from billing and the other with the purpose of amortizing revenue over the life of a service. Since these are challenges faced by many companies, Microsoft shares its implementation experiences. This session discusses the key requirements that factored into the design, the options provided by SAP for customization, the involvement of the user community in testing, key challenges, and the production deployment strategy.
Key Learning Points:
- Learn the use of the various types of revenue recognition and how these are applicable for different types of order/billing processing
- Learn details of customization options for an SAP revenue recognition implementation provided by SAP
- Discuss key challenges and solutions for these challenges, as well as the SAP go-live assessment process
NIBCO INC: Benefits, Risks, and Set Up of Inbound Electronic Data Interchange Purchase Orders
NIBCO is currently processing 75 percent of customer purchase order lines via Electronic Data Interchange (EDI). This has made significant contributions to real cost savings in order processing. Attendees will learn how NIBCO transitioned many customers from fax to EDI purchase orders, realizing several benefits and hitting a few pitfalls. Attendees will then see how to purchase order information flows from an EDI 850 to SAP sales order functionality. Attendees will hear a detailed plan to implement EDI purchase orders from customers. If a user is just beginning to implement inbound EDI purchase orders with customers, this presentation teaches a better perspective of the highs, lows, and work involved in setting this up.
Key Learning Points:
- Understand the benefits and pitfalls of receiving EDI purchase orders from customers
- See how EDI purchase orders are transformed into SAP sales orders functionality
- Learn a detailed implementation guide for receiving EDI purchase orders from customers
CRM E-commerce Implementation – Challenges and Lessons Learned
How can organizations effectively migrate legacy online ordering migrate methodologies and processes into SAP CRM, starting from requirements to implementation? This presentation explains the technical details and methodology used to integrate SAP systems with other SAP and non-SAP systems.
Key Learning Points:
- Learn how to manage expectations users have from a legacy system
- Explore the technical solutions that organizations can perform via an SAP platform
- Compare the key areas involved in accessing data from SAP and non SAP Systems
Wholesale Point-of-sale Integration with SAP
Conducting effective point-of-sale transactions with SAP solutions begins by leveraging IS-Retail as a business solution. But what if the primary business is distribution and the organization cannot build its structure around IS-Retail? The Nailco Group faced this challenge and successfully dealt with it in phase 1 of their effort to deploy SAP ERP Center Component (SAP ECC), doing so by leveraging counterpart storefront. This presentation discusses the business challenges that TNG faced and how it deployed its solution so as to support its 25,000 monthly point-of-sale transactions.
Key Learning Points:
- Learn about the solutions TNG considered and why it selected its current point–of-sale solution
- Explore how TNG handles the complex pricing structure supported by SAP so that its POS clients receive appropriate pricing
- Discover the business challenges that still exist and TNG’s plans to deal with these
SAP Tips and Tricks
This session teaches SAP shortcuts, tips, and sources of information to users and functional team members. This session reviews shortcuts across various modules that save time, improve user acceptance, and provide many of those “I wish I knew that before” moments. The tricks and tips are not intended to violate security profiles. These tips are the little known golden nuggets of information that are intended to make life easier for people who live within SAP environments.
Key Learning Points:
- Discover shortcuts for the beginner and the experienced SAP user
- Retrieve information that appears to be inaccessible
- Learn to work faster within the system
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Force Automation Using Mobile Sales at Scotts Miracle-Gro
To automate the sales force at the Scotts Miracle-Gro Company, its executives selected SAP CRM to implement the systems, processes, and strategy for conducting mobile sales within Scotts’ sales and marketing workforce. This enabled those professionals working in Scotts Professional, a global business which includes individuals who are associated with Smith & Hawken, to optimize sales. Scotts rolled the solution out across the globe, implementing it in 12 countries, including: The United States, United Kingdom, Spain, Italy, Germany, France, Hungary, Belgium, Austria, Switzerland, Australia, and New Zealand. With the new solution, Scotts was able to implement processes for account and contact management, activity management, marketing and campaign management, opportunity management, product management, segmentation management, and complaints. As a result, Scotts was able to generate real-time analytics and reports, expand mobile capabilities, and dedicate more time to developing core competencies. In applying SAP CRM, Scotts was able to implement SAP CRM’s Webclient UI and mobile sales applications. This presentation discusses how to implement and integrate a rollout of SAP CRM with a global SAP landscape, why Excel-based applications for SAP CRM are not integrated with any back-end, how SAP CRM can enable a heterogeneous and non-integrated landscape, and how SAP CRM's mobile sales was used to improve the efficiency of Scotts’ sales force.
Key Learning Points:
- Learn how to implement a global rollout of SAP CRM during a project’s front-end – and to integrate this rollout with a global SAP landscape
- Explore why Excel-based applications for SAP CRM are not integrated with any back-end and how SAP CRM can enable a heterogeneous and non-integrated landscape
- Discover how SAP CRM's mobile sales was used to improve Scotts’ sales force's efficiency
The Coca-Cola Company Business Transformation Enabled by SAP Customer Relationship Management
Hear how The Coca-Cola Company leverages the SAP Customer Relationship Management (SAP CRM) application for business-to-business interaction with retail outlets, distributors, and bottlers. Learn how Coke is radically transforming business and setting up new trends in the beverage industry. Visualize Coke’s vision and the return on investment (ROI) by enabling SAP CRM. See how Coke has enhanced their customers’ experiences on the Web using SAP CRM, the SAP NetWeaver™ technology platform, SAP NetWeaver Business Warehouse (BI), and SAP NetWeaver Portal. Hear why business-to-business customers prefer to shop online with minimum clicks using a pre-filled shopping basket. Get tips on how to deal with behind-the-scenes e-commerce implementation challenges by using tools such as seamless payment card integration, single sign-on, external tool integration, and tracking carrier systems. Understand how to set up a Web initiative for success by creating a thorough design philosophy that includes solid persona development and information architecture. Step through a demo of a creative design approach and learn how to use the user personal development and visual identity approach to improve an e-commerce site. Step through an additional demo on e-commerce integration with systems including business intelligence, payment card, and user authentication third-party integration tools.
Key Learning Points:
- Learn the latest innovation in the beverage industry and how SAP CRM is enabling business transformation at The Coca-Cola Company
- View a demo on the creative design approach Keep It Simple and Straightforward (KISS) and how Coke has radically enhanced user experience in e-commerce interaction
- Demo on proposed ordering (pre-filled shopping basket)/User authentication/Payment card integration using
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