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E-Selling

The benchmarks focus on typical online catalog activities as performed by regular Internet catalog users (B2C) and direct order input by professional users (B2B).
This suite replaces the online store benchmark.

User Interaction Steps of the Business-to-Consumer (B2C) Benchmark Scenario With a focus on consumer behavior, this scenario is characterized by high browsing activity and low shopping/ordering activity, as reflected by recurrent browsing in a catalog. Out of ten users, nine users execute browsing activities, while shopping (for example, adding items to the shopping basket and ordering) is executed by one user, resulting in a ratio of browsing to shopping/ordering of 9:1. In one sequence, the system thus creates one shopping cart and one order with five line items.

 

The scenario consists of the following user interaction steps:

Browsing Procedure (9 users browsing)
  • 1. Start application.
  • 2. Select product category.
  • 3. Display details of a product.
  • 4. Select another product category.
  • 5. Display details of a product.
  • 6. Choose main category "Products."
  • 7. Select another product category.
  • 8. Choose "Next page."
  • 9. Display details of a product.
  • 10. Select another product category.
  • 11. Select subcategory.
  • 12. Display details of a product.
  • 13. Choose main category "Products."
  • 14. Select another product category.
  • 15. Display details of a product.product.
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Shopping Procedure (1 user adding to shopping basket and ordering )
  • 1. Start application.
  • 2. Select product category.
  • 3. Display details of a product.
  • 4. Choose "Add to Shopping Basket."
  • 5. Select another product category.
  • 6. Display details of a product.
  • 7. Choose "Add to Shopping Basket."
  • 8. Choose main category "Products."
  • 9. Select another product category.
  • 10. Choose "Next page."
  • 11. Display details of a product.
  • 12. Choose "Add to Shopping Basket."
  • 13. Select another product category.
  • 14. Select a subcategory.
  • 15. Display details of a
  • 16. Choose "Add to Shopping Basket."
  • 17. Choose main category "Products."
  • 18. Select another product category.
  • 19. Display details of a product.
  • 20. Choose "Add to Shopping Basket."
  • 21. Choose "Proceed to Checkout."
  • 22. Enter logon data and choose "Log on."
  • 23. Choose "Continue."
  • 24. Choose "I Accept the general terms and conditions (GTC)" and select "Order."
  • 25. Log off.
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Business-to-Business (B2B) Benchmark

With a focus on professional purchasers, this scenario shows less browsing activity, but a more frequent creation of shopping baskets. In addition, pricing is personalized in this scenario.

One loop consists of the following actions:

  • 1. Start application.
  • 2. Logon.
  • 3. Create new order.
  • 4. Enter five products.
  • 5. Choose "Update."
  • 6. Choose "Order."
  • 7. Choose "Close."
  • 8. Choose "Log off."

In one loop, a shopping basket and an order with five line items is created.

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Interaction Center

The SAP CRM Interaction Center Benchmark focuses on typical interaction center activities, using the functions designed for the IC WebClient. The benchmark covers the following scenarios:

  • Incoming call with display of contact history and creation of interaction record
  • Contact with follow-up activity
  • Contact history search and display of historical record
  • Inbound sales with creation of sales order
  • Service call with creation of service ticket
  • Each user calls only one scenario during an entire benchmark run, and the five different user types run five different scenarios in parallel.
 

Benchmark Results

Two-tier Internet Configuration, SAP CRM 2005 

 

User Interaction Steps of the Interaction Center Benchmark Scenarios

Incoming Call with Creation of Interaction Record
  • 1. Logon
  • 2. Choose profile S01Telephony
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record
  • 7. Enter Reason, Description, Status
  • 8. Enter Notes text and choose End
  • 9. Close browser window (log off)
 

The loops given from outside will run from steps 3 - 8 (each loop has six steps).

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Contact with Follow-Up Activity
  • 1. Logon
  • 2. Choose profile S02 End Contact with Description
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record
  • 7. Enter Notes text, Reason, Description, Status
  • 8. Enter Transaction Type, Description, Date/Time and choose Follow-up Details
  • 9. Enter Category, Notes text, Activity Partner and choose Add
  • 10. Choose Done
  • 11. Choose End
  • 12. Close browser window (log off)
 

The loops given from outside will run from steps 3 - 11 (each loop has nine steps).

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Contact History Search and Display of Historical Record
  • 1. Logon
  • 2. Choose profile S05 Database Search for historical data
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Interaction Record (log off)
  • 7. Choose Interaction History in view Last Interactions
  • 8. Select Show Business activity, enter time range and chooseSearch
  • 9. Select one result
  • 10. Select Interaction Record
  • 11. Enter Reason, Description, Status
  • 12. Enter Notes text and choose End
  • 13. Close browser window
 

The loops given from outside will run from steps 3 - 12 (each loop has ten steps).

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Inbound Sales with Creation of Sales Order
  • 1. Logon
  • 2. Choose profile S08 Telesales Inbound
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Sales Order
  • 7. Enter Description and ENTER
  • 8. Enter Product and Quantity and ENTER 16. Close browser window (log off)
  • 9. Enter Product and Quantity and ENTER
  • 10. Enter Product and Quantity and ENTER
  • 11. Enter Product and Quantity and ENTER
  • 12. Enter Product and Quantity and ENTER
  • 13. Choose 3. Address
  • 14. Choose 1. General
  • 15. Enter Status and choose End
 

The loops given from outside will run from steps 3 - 15 (each loop has thirteen steps).

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Service Call with Creation of Service Ticket
  • 1. Logon
  • 2. Choose profile S12 Scripting
  • 3. Choose Identify Account
  • 4. Enter Telephone number and choose Search Account
  • 5. Choose Confirm
  • 6. Choose Service Ticket
  • 7. Enter Priority, Description, Notes text and Category 1
  • 8. Enter Category 2
  • 9. Enter Category 4
  • 10. Select Text Type Internal Note
  • 11. Enter Notes text and Status
  • 12. Choose End
  • 13. Close browser window (log off)
 

The loops given from outside will run from steps 3 - 12 (each loop has ten steps). 

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SAP IC Standard Application Benchmark Results

Two-tier Internet Configuration, SAP Customer Relationship Management 2005
Date of Certifcation (mm/dd/yyyy)   Technology Partner   Number of IC Users   Average Online Response Time (sec)   Number of Customer Interactions/ Hour   Operating System - Release   RDBMS Release   SAP Release   Central Server   Number of processors   Number of cores   Number of threads   CPU Type   CPU Speed (MHz)   Cache   Central Server Memory (MB)   Certification Number
12/13/2007   Dell   420   0.44   15772   Windows Server 2003 Enterprise Edition   SQL Server 2005   SAP CRM 2005   Dell PowerEdge Model 6850   4   8   16   Dual-Core Intel Xeon 7140M   3400   16 KB L1 cache, 1 MB L2 cache per core, 16 MB L3 cache per processor   65536   2007076
10/4/2006   Dell   310   0.83   11229   Windows Server 2003 Enterprise Edition   SQL Server 2005   mySAP CRM 2005   Dell PowerEdge Model 6850   4   8   16   Intel XEON 7040   3000   16 KB L1 cache and 2 MB L2 cache per core   32768   2006078
09/07/2006   Dell   275   1.86   9108   Windows Server 2003 Enterprise Edition   SQL Server 2000 (32-bit)   mySAP CRM 2005   Dell PowerEdge Model 6850   4   8   16   Intel XEON 7040   3000   16 KB L1 cache and 2 MB L2 cache per core   32768   2006076
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