Monsanto Online Ordering using Web Channel

SAP CRM Implementation Overview October 8 9, 2007

Overview

Overview

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Current High Level Services Flow at Monsanto

Internet DMZ Internal Network
Preliminary Validation Owner: ECG Retrieve Grower Order List Owner: ECG

1 CDW 4

Retrieve Grower Order Detail 5 Owner: ECG Retrieve Grower Order Summary - Owner: ECG

6 ECG

SeedTrak GUI Application * *

Web Services

Retrieve Dealer Agreement Owner: IRD??

Retrieve Customer Hierarchy 2 Owner: IRD? Retrieve Product Hierarchy Owner: IRD??

Browser

Farmsource

Retrieve Customer Order Summary(COS) - Owner: FS Retrieve Dealer Order List Owner: FS

IRD 7 13

Retrieve Dealer Order - Owner: FS 10 Create/Update Dealer Order Owner: FS 11 Retrieve Product Availability Owner: FS 12 Gateway GUI Retrieve Allocation - Owner: DFS Update Allocation - Owner: DFS DFS

9 8

WebMethods

SAP R/3, 46c Custom RFCs that provide all services with functionality

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JCO

Monsanto To be Model Move from multi step ordering process to a single step ordering process. Move from Action to Intelligent Portals utilizing EP while leveraging E-Commerce tool sets of SAP CRM for ordering activities. Consolidate data components from multiple systems into a system that can leverage out of box functionality for additional attributes as enablers for above options. Build base for Customer centric processes to expand on Business initiatives.

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Monsanto Key Business Requirements Real Time availability info online (ATP and Allocation) for Product Listing, Ordering Supply (Allocation consumption on save) - tight supply Peak ordering is during Allocation Ordering is at Grower level, but in-house order maintenance update at Dealer Level (consolidated level) includes Substitutions, Transfers Direct Ship Orders Returns

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Monsanto Other Key Considerations Design considerations using CRM for FY09 startup should facilitate the next project (s)
Customer Interaction Center Others that evolve as our roadmap is finalized.

R/3 4.6c will be upgraded to ECC version xx in the spring of 2009. Any design proposals should be re-usable from an E-ordering and system-system (B2B xml, web services) perspective Dynamic product listing/availability capabilities to be available via the product catalog.

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To be solution Efficient Load Distribution

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To be solution Monsanto Option 1

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CRM E-Selling Architecture

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CRM E Selling (B2B)

CRM E Selling (B2B)

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E-Selling The e-selling capabilities of CRM 5.0 enable the complete sales process to run on the Internet. Personalized, interactive, enables an end-to-end order-to-cash process.

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Ordering with E-Selling Shopping basket management:

Create order Create quotation Create order template Save shopping basket Multiple process types for a Web shop Contract Management

Catalog:
Product Catalog Customer specific catalog views Search and Attribute Search Availability check

Available-to-promise check:
SAP ERP SAP Advanced Planner & Optimizer
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Ordering with E-Selling Real-time online validation of all order-related data, for example:
Business partner Customers credit limit Credit card authorization
Line item notes

Header notes

Partner-Product Relation:
Customer specific catalog views Partner Product relationship

Change ship-to address and delivery date per item

Add notes:
For whole basket For line items

Define delivery dates:

For whole basket For line items

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Ordering with E-Selling Other Features:

Payment Methods (Credit card, Invoice, Cash on Delivery) Delivery Priority Relevant Shipping Conditions Order Confirmation (In Web shop, via e-mail)

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Online Validation Real-time online validation of:

Business partner Products Ship-to address Sales organization Minimum order quantity Customers credit limit Credit card authorization Contract Validation Contract Item validation Business Partner Hierarchy Catalog views, PPR

Credit card authorization:

Via generic payment card interface Certified solutions from software partners available

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Order and Quotation Management Business partner hierarchy:

Business partner hierarchy enables users to create orders, quotations, and so on for other Business partners in the hierarchy For example companies that are related to each other (main dealer and its branches) can create order for companies in the hierarchy . Suited for modeling Dealer to Grower relationship.

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Contracts The B2B Web shop supports contract release orders based on CRM sales contracts:
Quantity contracts Value contracts Contracts containing one or more products grouped by a partner product range

The customer can access:

List of contracts for a sold-to party List of contract items List of products of a contract item Business attributes of contract items

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Contracts

In the catalog-specific customer contract, data can be displayed in addition to product details (for example, prices, lead times, target values, and quantities). When ordering products, the corresponding contract numbers and items are transferred to the shopping basket, allowing for release orders from contracts.

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Contracts: Benefits

Customers have the relevant information right on hand when they need it. Immediate update of contract information is available when ordering a product. A contract can be used as a template for creating a new order, quotation, or order template.

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Marketing : Accessories in Product Catalog

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Marketing : Cross Selling / Up Selling

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Status Check Online status check providing up-to-date information on:

Orders Quotations Order templates Invoices Credit memos Down payments Auctions Schedule lines (with APO) Back orders

Order tracking
Interface to external logistics providers (for example, UPS and FedEx)

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Document Search Enhanced generic search framework:

General enhancements
Multi-line result lists Maximum hits restriction Usage of Java basket as back-end

New objects using the framework

Search for contracts Search for invoices from SAP ERP B2C scenario

Documentation of the framework integrated into the general E-Commerce extension guide

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CRM R/3 integration

CRM R/3 integration

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Standard Scenario

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Scenario - X

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Scenario - Y

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Scenario X+Y

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Scenario Z

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Available-to-Promise (ATP) Check ATP check with SAP R/3:

Snapshot of current stock Temporary reservation
+30 -10 ATP request +10 Confirmation

Make

ATP check with SAP APO:

Global, multisite, real-time ATP with temporary reservation Rule-based, multilevel ATP
Alternative locations Alternative products (substitutes)

Global, multisite, real-time ATP Rule-based, multilevel ATP Alternative locations Alternative products Integrated with production planning Checks against actual production plan Considering capacity constraints Integration of legacy systems

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Scenario A and ATP The following availability check scenarios are possible
Delayed availability check
Carry out the availability check after the replication of the order in the R/3 system. There, the check can occur in the R/3 system or against SAP APO. The confirmed quantities are determined by the R/3 system after the transfer and replicated to the CRM server with the reply.

Availability information in the CRM server against APO

You only collect an availability information from APO without reserving quantities. After the transfer to the R/3 system, the availability check against APO occurs there and the corresponding quantities are reserved. The confirmed quantities are transferred to the CRM server

Availability check from SAP CRM in SAP R/3

During the availability check from SAP CRM, the system always checks with the standard item category according to SAP R/3 Customizing. An item category which differs in SAP CRM is not taken into account for the check. The confirmations are sent from the CRM server to the R/3 system and copied there. The requirements are written by the R/3 system and the schedule line numbers are mapped between CRM server and R/3 system.

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Monsanto CRM E-Selling Processes

Monsanto Processes

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Monsanto Processes Order Taking Process

2 steps to 1 step Grower Order / Dealer Order GO order split (by Material) in DO Availability Check/ Allocation / Reservation Product Availability Allocation / Reservation Product Catalog Dynamic Product Listing Availability Check in catalog - COM_PCAT_ATP_CHECK, CRM_ATP_INFO_BADI Product Replacement Dealer Product Replacement Monsanto Initiated Substitutions Other processes Orders from External systems

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Monsanto Processes Gaps Order Tracking Process

Grower Order to Dealer Order Relationship Grower Order details (split up) by Material by Dealer Order

Custom Availability checks

Allocation / Reservation Product reservation

Order Change
Interdependent change of orders Process Optimization for Multi-Tasking of Grower Order

E-Commerce UI Enhancements
Removing Frames from standard B2B Adding new process steps

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CRM Scope and Estimation

Scope and Estimation

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SAP CRM E-Commerce Solution Map

SAP Solution Map
E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator

E-Selling

Quotation & Order Management Knowledge Management

Shopping Basket Interactive Selling & Pricing & Contracts Management Configuration

Web Auctions

Selling via Partners

E-Service

Service Order Management

Live Support

Installed Base

Complaints & Returns

Billing & Payment

Account Self Service

In scope for current E-Commerce project at Monsanto

E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator

E-Selling

Quotation & Order Management Knowledge Management

Shopping Basket Interactive Selling & Pricing & Contracts Management Configuration

Web Auctions

Selling via Partners

E-Service

Service Order Management

Live Support

Installed Base

Complaints & Returns

Billing & Payment

Account Self Service

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Solution Map Approach Typical CRM approach

Helps to visualize, plan and implement mySAP CRM Channel Perspective

Arch. & Technology Field Appl. E-Commerce Int.-Center Sales CRM Analytics Service Channel Mgmt.

Line-of-Business Appl. Svc. Perspective Enterprise

Marketing

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CRM Scope and Estimating Enterprise Sales Product Overview

Sales orders, quotations and contracts Pricing and billing Opportunity and Pipeline Management Integrated sales planning and forecasting Account and Contact management Sales methodology and Sales Assistant Task and Activity management Sales analytics Outlook/Notes Integration Industry Solutions = ICM, IPM, TPM, LAM, Pharma, Utilities, etc.

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CRM Scope and Estimating Enterprise Sales and Service Roles and Resources
CRM Project Manager
Project Management

CRM Sales/Service (Functional)

CRM Organizational Structure CRM Master Data CRM Transactional Configuration Business Blueprinting

CRM Middleware (Technical)

Configuration and Master Data synchronization from ERP Transaction data communication between CRM and ERP

CRM Tools (Technical)

CRM Business logic CRM Flow logic CRM Presentation logic CRM User Exits

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CRM Scope and Estimating Enterprise Sales and Service Roles and Resources
CRM Basis/Systems (Technical)
Installation of Basis Systems (CRM, R/3 and other mySAP solutions) System and component connectivity System administration

IPC (Part Time - if needed)

Standard configuration of IPC Development of Pricing User exits/Routines Variant Product Configuration (if part of scope)

Portals (if People Centric CRM in scope)

Installation of Portal (EP) System and component connectivity System administration

CRM Analytics (if BW in scope)

Configure CRM Analytics Infocubes Configure BW Custom Cubes

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CRM Scope and Estimating Enterprise Sales and Service Questions/Assumptions

Top Questions for a High Level Estimate
Is Customer Is Organizationally Complex? Multiple Back Ends? Quotations or Order Management in Scope? Configurable Products? R/3 Version Is Lower Than 4.7? Complex User Exits in Pricing? Interfaces to Systems Other Than R/3 Is Required? Multiple Languages Required? Customer/Material Master Record in R/3 is Extended? Large number of CRM Scenarios? (Service) Converting from SM?

Assumptions
If answer is YES to one or two of the questions it becomes a Medium Complexity project If answer is YES to three or more of the questions it becomes a High Complexity project

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SAP CRM Technical framework E-Commerce enhancement framework

Custom process in order taking UI enhancements

CRM Post Processing Framework (PPF)

Automated creation of Dealer Order Trigger order change notifications

Middleware Enhancement
Interdependent change orders

Cross System Lock Design

Interdependent change of orders

CRM BAdI framework

BAdI in CRM Order, Availability Check, Pricing, etc.

CRM XIF Adapters

Integration with external systems.
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CRM Scope and Estimating Enterprise Sales and Service Project Durations
Low
3 Months ** 5 Months ** 9+ Months ** (2-4+ weeks Post Live Support)

Medium

High

Resources Project Manager Functional Middleware Basis Tools IPC Portals CRM Analytics
** - Does not include custom enhancements
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CRM Scope and Estimating E-Commerce Product Overview

User Management Product Catalog Management Internet Pricing and Configurator (IPC) Shopping Basket/Order Management Fulfillment and Monitoring Marketing and Personalization E-Service Multi-Channel Interaction Analytics

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CRM Scope and Estimating

E-Commerce Project Roles and Resources
CRM Project Manager CRM Internet Application (Functional)
CRM Organization and Process configuration CRM Master Data CRM Business Process CRM Contact Person/User registration and administration CRM Product Catalog CRM Internet Marketing CRM Internet Customer Self Service CRM IPC Pricing and Taxes CRM IPC Product Configuration

CRM Middleware (Technical) CRM Internet Tools (Technical)

CRM Business logic CRM Flow logic CRM Presentation logic Web development IPC Pricing/Config User Exits

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CRM Scope and Estimating E-Commerce Project Roles and Resources

CRM Basis/Systems (Technical) IPC (if needed) CRM Analytics (if BW in scope)

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CRM Scope and Estimating

E-Commerce Questions/Assumptions
Top Questions for a High Level Estimate
Customer Is Organizationally Complex? How many sales areas? Quotations or Order Management in Scope? Configurable Products? R/3 Version Is Lower Than 4.7? Complex User Exits in Pricing? Interfaces to Systems Other Than R/3 Is Required? Multiple Languages Required? Customer/Material Master Record in R/3 is Extended? Will Credit Card Validation be used? Will an external tax package be used?

Assumptions
Low Complexity - little or no custom enhancements necessary; vanilla web design; as is approach Medium Complexity - web branding; business process & org. design; BW Integration; complex order status High Complexity - multiple languages; interfaces required; SSO Integration into existing Portal; complex pricing; large data downloads; complex order entry processes

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SAP CRM Technical framework E-Commerce enhancement framework

Custom process in order taking UI enhancements

CRM Post Processing Framework (PPF)

Automated creation of Dealer Order Trigger order change notifications

Middleware Enhancement
Interdependent change orders

Cross System Lock Design

Interdependent change of orders

CRM BAdI framework

BAdI in CRM Order, Availability Check, Pricing, etc.

CRM XIF Adapters

Integration with external systems.
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CRM Scope and Estimating E-Commerce Project Durations

Low
12 Weeks ** 18 Weeks ** 22+ Weeks** (2-4+ weeks Post Live Support)

Medium

High

Resources Project Manager Functional Middleware Basis Tools IPC Portals CRM Analytics
** - Does not include custom enhancements
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Additional time for custom work:

Custom enhancements to web Application 16 weeks Ordering Process 8 weeks Availability /Allocation/ Reservation 6 weeks Cross System Lock 5 weeks Portal integration 3 weeks NWDI processes 5 weeks

Portal / Channel Management

Portal / Channel Management

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SAP Customer Portal The Customer Portal provides a single point of access to E-Selling, E-Service, and Online Support and Self-Services
Direct access to sales and service applications Single Sign-On Full contact history of sales and service activities Personalized product recommendations News and information pushed to customers Store locator Online billing and payment Personalization features Access to live support Administrative self-services

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Customer Portal : E-Commerce within a Portal

The Customer Portal provides a single point of access to E-Selling, E-Service, and Online Support and Self-Services.

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CRM Channel Management CRM provides companies with a platform to manage channel partner relationships and enable partners to sell more effectively resulting in a more profitable indirect channel
Partner Management and Analytics Channel Marketing Channel Sales Channel Service Channel Commerce
Channel Manager Channel Partner

Partner Portal
Customer

Channel Manager Portal

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Channel Commerce Overview Incorporate channel partners into your e-commerce strategy and enable collaborative selling across organizational boundaries:
Collaborative Showroom Distributed Catalog and Content Management Distributed Order and Inventory Management Hosted Partner Sites* Channel Commerce Analytics
Channel Manager Channel Partner

Customer

* Future release
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Channel Management : Lead Management

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Collaborative Showroom

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CRM Marketing

Marketing

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Marketing : Global Product Recommendation

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Marketing : Top n List

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Marketing : Personal Product Recommendation

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Marketing : Accessories

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Marketing : Accessories in Product Catalog

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Marketing : Cross Selling / Up Selling

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Marketing : Campaign in B2B Web Shop

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CRM Analytics

Analytics

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CRM Analytics

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Analytics : Customer Analytics

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Analytics : Product Analytics

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Analytics : Marketing Analytics

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Analytics : Sales Analytics

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Analytics : Service Analytics

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Analytics : Interaction Channel Analytics

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CRM Analytics : Architecture

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CRM Analytics : Methods Measure

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CRM Analytics : Methods - Predict

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CRM Analytics : Methods - Plan

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CRM Analytics : Methods Optimize

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Further Information

SAP Online Knowledge Products SAP Service Marketplace http://service.sap.com/okp

Online Documentation SAP Help Portal http://help.sap.com/ > Documentation > mySAP Business Suite > SAP Customer Relationship Management

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Q&A

Q&A

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