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Automotive Interaction Center (New) ( RELNCRM_40_IC_AUTO )

BAL Application Log Documentation   General Data in Customer Master  
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Automotive Interaction Center (New)

Use

The Automotive Interaction Center enhances the SAP CRM Interaction Center with an automotive-specific workspace, where the customer and partner-oriented view is complemented by a vehicle-oriented view focusing on the data of the individual vehicle. Vehicles can be either company-owned or third-party vehicles, and their data can either be maintained manually or imported automatically from the Vehicle Management System (VMS) of SAP Automotive or from any other external system, for example, a production control system.

It is targeted at interaction center agents working at the automotive OEM's or importer's site, and as such is presented in two user interfaces (UIs): the ABAP-based SAP GUI and the Web-based UI (Automotive Interaction Center Web Client).

Furthermore, there is a separate Web interface for automotive dealers with restricted functionality. Dealers can log onto the OEM's system remotely using a simple Web browser, where they can identify customers and their vehicles and display the vehicles' details. This development is part of the mySAP CRM Channel Management solution for automotive dealers.

Processes

You can use the Automotive Interaction Center in the following situations:

• Information Inquiry
  A caller - either an end customer or a dealer -asks for help with a vehicle or with technology. The Interaction Center agent sends out a brochure or technical description to the caller, for example, a user manual.

• Complaint Management
  A customer calls to complain about the vehicle itself or about a service received at the dealer's. The agent checks the vehicle's history and triggers possible follow-up actions, for example, refund possibilities or substitute deliveries.

• Service and Support
  A customer wants to book an inspection or requests an emergency repair service while on the road. The Interaction Center agent checks the geographical location of the customer, finds the nearest dealer, and forwards the request to this dealer.

• Marketing Campaigns
  Once a marketing campaign has been set up on the basis of specific automotive data, the Interaction Center agent works his way through a call list targeted at vehicle owners or vehicle dealers and creates vehicle-related follow-up activities.

• Accessory Sales
  In the context of telemarketing campaigns, the Interaction Center agent might even sell accessories, such as baseball caps, during a campaign that is targeted at Formula 1 fans.

Functionality

Using the Automotive Interaction Center, you can:

• Create, change, and display individual vehicles

• Search for vehicles using business partner or alternative ID, for example, production number, vehicle identification number (VIN), or license plate number

• Display or maintain business partner relationships for the vehicles

• Show the history of vehicle-related business transactions, business partners, or attributes

• Display and store vehicle-related documents, such as vehicle registration documents

• Create activities, complaints, or service orders with reference to a vehicle

Integration

You can integrate the following components into the Automotive Interaction Center:

• Case management (with Automotive Interaction Center Web Client only)

• Escalation management

• Workflow

• Solution database

• Interactive scripting

• Marketing campaign execution

• Accessory sales

Adaption

The Automotive Interaction Center is customizable, that is, you can refine it or even take it as a template for other discrete industries. Technically speaking, the vehicle is represented in the system as an individual object, and so can be washing machines, software entitlements, computers, and others.

For more information, see the Release Note Individual Objects.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

Further Information

Vendor Master (General Section)   CPI1466 during Backup  
This documentation is copyright by SAP AG.

Length: 4918 Date: 20240520 Time: 200504     sap01-206 ( 84 ms )