Sap crm Project note (15)-conclusion: the revolution is not yet successful

Our CRM Project is actually a small part of CRM: after-sales service. It was originally intended to be launched in 5.1, but considering some unconfirmed business factors, there is also the impact of the 5.1 Golden Week on sales, so it was adjusted to the launch in May 25, and the launch scope was Sichuan province. We actually did a very small piece of CRM, but the scope of the online business is more narrow, that is, the process related to user service orders. Up to now, it has been going online for nearly a month. After the settlement process passes through at the end of the month, we can continue to push forward. Prior to the launch, the spare parts process that the leaders hoped for was put on hold temporarily due to factors such as finance and internal consultants (mainly in R/3 ). Sap crm is a good product, but through project implementation, I found that it is not suitable for after-sales service processes. Distribution and target customer and market opportunity management should be its specialty. Looking back at the selection, there was actually an available space in Hangzhou (mainly for the after-sales service system for household appliances). Our business department voted for Starsky first, Siebel second, and sap crm third. However, the company's Information Management Department decided to give priority to sap for the sake of overall consideration. After all, our ERP is sap, and I agree on this. After studying the help documents of sap crm, I found that sap is positioned for the high-tech, pharmaceutical, and fast-moving consumer goods industries. Changhong is estimated to be classified into the high-tech industry. But in fact, I understand that the high-tech products defined by SAP should not be tangible products, but should be mainly engaged in technology R & D and patent transfer. Sap crm is not very suitable for the household appliance industry. It is my feeling. This conclusion may lead to complaints from related consultants. But let's look at the distribution (service) method for end-user after-sales management, I think it is very inefficient. The problem now is that we should continue to implement it, at least by linking the service information. According to the current running status of the SD module of sap ecc, in order to manage credit and budget, multimedia companies have started to develop their own MMIS system with initial models, its function is mainly to provide some management modules that support the operation of the SD module. I estimate that in the future, CRM will be useful, and necessary peripheral development and interfaces will be indispensable. It will take nine months for the system implementation to be completed from going online to the whole country. Due to the complicated work and limited energy, this notebook series will not be updated later. Therefore, the summary is as follows: 1. the CRM system was proposed because of the implementation of the after-sales service system. However, the lack of support and authorization from senior leaders of the company and department, some good solutions during the blueprint design were not implemented well. Currently, what I think is more controllable is the integration of service scheduling and complaint handling information. Of course, there are some problems with the transfer of the call platform, but it is basically not our problem :). 2. risks arising from business process changes during the project implementation process have greatly reduced the implementation effect. For example, integration of the financial receivables and payables platform, quota control, and transfer of the call platform. 3. sap crm is specialized in distribution and customer mining, but it is used to make the service as a distribution project for after-sales business. Although the curve solves the business needs, it brings tedious and non-human operations. 4. sap crm is still a semi-finished product at present: the Chinese version is very poor. The portal developed by BSP (Business Server Page) is complicated for portal development and operations because the background is the iview of GUI screen elements. I think BSP should be the technology to be eliminated by SAP, and Web dynpro should be introduced and upgraded in the next two years. Some interfaces of sap crm are not hand-written (Fortunately, these are used by internal staff and special service providers access them through the developed portal, so the problem of localization does not exist for them ). Link:Sap crm Project Note series sap CRM Project note (14)-How can this problem be solved? Sap crm Project note (13)-hope to log on to the sap crm Project at the corner (12)-not in the status
Sap crm Project note (11)-difficulties and confusions
Sap crm Project note (10)-reflecting on our problems
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