SAP Shared Service Framework - Increasing Service Quality, Improving Collaboration with Customers

In this demo, explore how SAP Shared Service Framework and solutions for receivables management can help your company increase service quality and improve collaboration with customers and suppliers.

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    • SAP Shared Service Framework software increasing service quality, improving collaboration with customers
    • This demonstration shows how SAP Shared Service Framework allows you to:
    • Respond quickly to customer inquiries and issues Manage billing disputes faster and streamline the collection process Provide collaborative e-billing options to your customers
    • Give your suppliers fast access to vendor invoices Respond quickly to customer inquiries and issues
    • Steven Jenkins is a customer service rep at Oradell Systems.
    • When Steven gets an incoming call, the caller's account ID automatically appears on screen.
    • He then confirms that he's speaking with Susan Warner from the accounts payable department at Easy Tech .
    • Steven easily creates a service request for Susan who tells him that she has an issue with a particular dunning letter.
    • In a few clicks Steven is able to pull up all caller-related information, which is automatically included in the service ticket.
    • Steven also has access to all key SAP transactions
    • to do his job effectively. He never has to worry about logging into a different system or keeping up with passwords – this is all taken care of for him.
    • Under the tab "Customer Items," Steven then clicks on "Open Items." The system uses the information from the customer and automatically pulls up all open documents.
    • He selects the document in question and with a single click, it is added to the service request. Now, team members in Steven's organization will have fast and easy access to the document for follow-up calls if he is not available.
    • Steven then changes the status of the requestand inputs the degree of urgency and impact.
    • He also decides to emphasize the importance of the issue and adds a comment.
    • Steven then saves the information, which has been automatically documented in the system, and confidently assures the caller that the issue will be quickly resolved.
    • Manage billing disputes faster and streamline the collection process
    • Susan then asks Steven about a particular dispute case that was opened last month.
    • In one easy click, due to integration of the SAP Collections and Dispute Management application with the shared-service framework software, the customer service rep has access to all the information he needs
    • including related business documents and correspondence. This allows him to quickly update the caller.
    • Susan then wants to give Steven information on a payment she's about to authorize. The agent clicks on the appropriate tab which immediately calls up a list of all the customer's invoices.
    • Steven then highlights the invoice in question and changes its status to "Promise to Pay."
    • He then enters further details, such as the date when Susan plans to make the payment, and saves the updated information.
    • Since the system automatically tracks payments, the service rep can monitor the collections process on Susan's invoice to make sure it's paid in full and on time. He also has the ability to create a dispute case or request a resubmission, if necessary.
    • Steven then makes note of his recent contact with Susan. And, once again, because all associated activities are automatically documented in the system, an important source of errors has been eliminated.
    • Before he ends the call with the Susan, Steven wants to see if there is anything else he needs to address.
    • Satisfied that there are no other outstanding issues, Steven hangs up.
    • Provide collaborative e-billing options to your customers
    • Natalie Schumann is an accounts payable clerk at Top Shelf Systems.
    • In order to deal with an issue regarding a product purchased from Capture Electronics, Natalie logs on to Capture's portal, which uses the SAP Biller Direct application for billing processes.
    • She selects a particular invoice.
    • If she planned on paying at this time, she would choose to either pay by credit card or bank transfer.
    • In this case, however, she wants to begin a dispute process, since the supplier was not able to deliver the requested materials on time.
    • She then sends the information to the supplier. The information is captured in the SAP ERP application in a service request with a direct link to the invoice in question. The standard dispute management process is then automatically triggered.
    • Natalie also decides to check on the status of other open dispute cases.
    • Give your suppliers fast access to their vendor invoices
    • Terry Abbott is a manager for Wennberg Technologies, a nationwide supplier of electrical components.
    • Terry logs onto his key customer's Web-based SAP Biller Direct application, which is also integrated into SAP Shared Service Framework, to collaborate with the accounting department; here, he can see whether the invoices he sent to the
    • customer have already been approved and when he can expect to receive payment.
    • Today he wants to follow up on the approval for a particular invoice.
    • His inquiry is automatically sent to the supplier's service rep in the shared service center. The rep will now have direct access to the original invoice and business transaction that is the source of the inquiry.
    • Terry now wants to check on the status of some inquiries h e made earlier in the month and then selects one particular invoice he's been concerned about.
    • Terry also looks into inquiries made within the last seven days and sees that there are some outstanding issues.
    • The manager now has the information he needs to ensure proper resolution.
    • As you have seen, SAP Shared Service Framework can help you significantly increase service quality and improve collaboration with partners.
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