CRM Benchmarks

CRM

- E-Selling
- Interaction Center

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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CRM

CRM

E-Selling

Interaction Center

Benchmark Results

SAP IC Standard Application Benchmark Results

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