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Author's profile photo Jan Matthes
Jan Matthes
December 4, 2018 4 minute read

SAP Business ByDesign CRM: Customer analytics, mobility, pricing and collaboration

With SAP Business ByDesign CRM you get for free a couple of key cross capabilities which are available for all kinds of scenarios irrespective if your are selling materials or services in high-touch or low-touch mode. The links below show you more details:

Embedded Customer Analytics

One of the key assets of SAP Business ByDesgin is its built-in in-memory analytics. By using embedded analytics, planning and simulation you get perfect transparency on all your customer engagement activities (aka analytical CRM, customer analytics). See the video below to get a first impression:

Mobility for smartphones and tablets

The new ByDesign 1811 smartphone app (on iOS and Android) provides a powerful mobile customer 360 view and activity management together with embedded analytics and a couple of self-services for employees (e.g. expense reports). With this you can:

  • See most important address information and trigger actions like calls and mails
  • Get an overview on open business documents like opportunities, quotes and also the volume of sales orders
  • See and interact with all contacts
  • Create and receive Leads for follow-up

Here you can learn more about built-in ByD mobility.

Field Service for smartphones or tablets

Additionally you can enable service engineers to receive and confirm on service orders on the mobile device including route planning.

Here you can learn more about the mobile apps an how to configure them.

Account, Contact, Lead and Activity Management (desktop & smartphone)

Account, contact, lead and activity management are core capabilities for all marketing, sales and service employee as it enables them to manage customer and contact data and to track all kinds of interactions and tasks.

Here you can see how to create leads by scanning business cards on your smartphone:

Here you get an idea how activity management can be used and tracked:

Proactive customer payment management

Collaboration and groupware

The ByDesign collaboration window brings together different aspects of daily work and supports the entire customer lifecycle management across multiple channels.

It allows to launch collaboration tools such as telephony, instant message, SMS and to directly create business activities in ByDesign like Leads, Opportunities and more.

Groupware integration allows to synchronize appointments, mails and contacts to MS Outlook with a special Outlook plug-in.

Price, discount and tax calculation

One of the most important cross components for driving profitability and customer engagement at the same time with SAP Business ByDesign is the built-in price and tax calculation engine. It allows to:

  • drive profitability with smart & efficient pricing strategies by providing cascading price lists which calculate channel, customer or even campaign specific prices in real-time
  • automatically get the right price by calculating price, discount, freight and tax for each customer individually
  • display not only price but also cost and margin
  • to use and see the result e.g. in the sales order user interface or the sales order and price list webservices which can be consumed in an 3rd party solution.

The integrated managerial approval process for quote/order processing and price lists allow also to give discounts which go beyond the standard strategies but to still be in control.

Here is a demo on how to monitor customer discounts using price component KPIs:

More blogs on how to use and extend price, discount and tax calculation:

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