by Susana Messias, SAP CRM Consultant, BBKO Consulting
CRM Expert - Volume 7 (2011), Update 5

While implementing SAP CRM sales and service functionalities, process owners always want to capture the main milestone dates in which a process is executed. Typically, these dates are integrated with a change of business transaction status. SAP CRM offers both date and status configuration; however, it does not offer a functionality that allows a date determination based on a status change. Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities.

by Heber Olivar Silva, SAP CRM and BCM Consultant, BBKO Consulting
CRM Expert - Volume 7 (2011), Update 4

Get a detailed, step-by-step configuration of the interactive voice response functionality available in SAP Business Communications Management to collect customer data. Then, by using computer telephony integration, SAP CRM can automatically identify a customer who is calling, which reduces the average wait and handling times and improves the customer’s experience when contacting an interaction center.

by Glenn Abel, President, Covington Creative, LLC
CRM Expert - Volume 7 (2011), Update 2

Learn the steps to configure communication-enabled business processes in SAP CRM Interaction Center, which can decrease delays to critical processes if a particular employee is unavailable for a client.

by Olivier Lempert, Senior Consultant, ecenta AG
CRM Expert - Volume 7 (2011), Update 1

Learn in a few steps how to display or hide agents’ phone numbers as they call specific CRM business partners using integration between SAP CRM and SAP Business Communications Management. The changes you need to make involve marketing attributes, a modification of the business partner’s phone number before it reaches the dial pad, and specific routing rules in SAP Business Communications Management and in the gateway.

by Matthias Galley, Senior SAP CRM Consultant, ecenta America Inc.
CRM Expert - Volume 6 (2010), Update 9

Learn how to increase your call center agent’s efficiency by using the event handler table to support the campaign/coupon entry process on the line item level. This little trick speeds up the coupon entry process and makes it more flexible compared to standard functionality. This enhancement reduces the order capturing time and improves the customer experience, leading to higher customer satisfaction.

by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP and Frank Bregulla, SAP Germany
CRM Expert - Volume 6 (2010), Update 8

Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.

by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP and Renee Wilhelm, SAP Solution Management, SAP Interaction Center & Social CRM, SAP
CRM Expert - Volume 6 (2010), Update 7

One of the most common — and most costly — issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.

by Tobias Scheele, Senior Consultant and Project Manager, and Sebastian Angerer, Senior Consultant and Solution Architect, ecenta AG
CRM Expert - Volume 6 (2010), Update 7

See how you can enable the transfer of call attached data to the interaction record, which allows your agents to easily access call-relevant information. Learn how to reduce call processing time by defaulting input fields with values the telephony environment collects automatically.

by Dietmar Bohn, Dr. Ralf E. Strauss, Dominik Feiden, Param Kahlon, and Dr. Tim Bolte, SAP
SAPinsider - 2010 (Volume 11), January (Issue 1)

With 2009 behind them, SAP customers have questions on how to pick up the pieces of the economic recession and proceed with a solid, customer-facing strategy. Find the answers in this panel discussion from five leading CRM executives at SAP.

by Sanjeet Mall, SAP AG
SAPinsider - 2010 (Volume 11), January (Issue 1)

Uncover long-term benefits of creating and supporting an adaptive, customer-centric call center and planning and executing a killer sales force automation strategy while working with a reliable technology partner.