Sales and Customer Relationship Management

SAP Business One delivers comprehensive, integrated sales and service functionality, helping to ensure total control of customer acquisition, retention, and profitability for your business. Tightly integrated features across marketing, sales, and service provide end-to-end visibility for the entire customer lifecycle.

Opportunity Management

Record every sales opportunity, from lead identification of the customer through discovery, qualification, proposal, closing, and after-sales service and support. You can even enter details of the opportunity, including the source, potential deal size, closing date, competitors, and activities.

Business partner master record – Manage all information about customers, resellers, and suppliers, including e-mail addresses, profiles, sales reports, activities, and account balances. Use the calendar to track your activities and perform keyword searches to find specific items in the calendar. Opportunity analysis – Analyze opportunities by lead source, territory, industry,
customer, and item. The reports show forecasts and anticipated revenue by various date ranges, such as month and quarter. You can view distribution of leads by source over time to identify the most profitable lead-generation activities.

Prospect management – Import thousands of prospects from Microsoft Excel files or other standard file formats, such as comma-separated value (CSV) files, and then manage and follow up on activities. Add prospects to e-mail campaign lists, contact lists, and newsletters. Target prospects or business partners with e-mail and cold-call campaigns.

Dynamic reports – Obtain a unique, time-phased view of business data with the dynamic opportunity-analysis report, which enables you to readily spot trends, patterns, and behaviors of sales opportunities and personnel.

Customer Service and Support

SAP Business One delivers CRM functionality as part of the application, helping to ensure full control of customer acquisition, retention, loyalty, and profitability for your business. Tightly integrated functions across marketing, sales, and service provide end-to-end visibility for the complete lifecycle.

Service call functions provide support for service operations, service contract management, service planning, customer interaction activity tracking, customer support, and management of sales opportunities.

Service contracts – Create a regular support or warranty contract for items or services sold to a customer. The contract maintains the start and end dates as well as specific contract terms, which could include guaranteed response or resolution times.

Customer equipment cards – Maintain detailed information about an item sold to a customer, such as a manufacturer’s serial number, replacement serial number, and service call history. Cards also list service contracts assigned to the specific item.

Customer equipment report – View all equipment and corresponding serial numbers sold to a customer or range of customers.

Service calls – Review information about all service calls that were created, resolved, or closed on a specified date or within a range of dates. You can restrict the report to see service calls for a specific queue, technician, problem type, priority, item, or call status. You can choose whether to include a view of overdue calls.

Service calls in the queue – Track and maintain service calls by reviewing the call history related to a particular event. You can monitor the status of a call and assign it to individual technicians or maintain them in a team queue.
Response time by assignee – Follow the communication between a customer and the service department and track the time needed to properly respond to a single service call.

Sales

Sales management tools in SAP Business One allows you to create price quotes, enter customer orders, set up deliveries, update inventory balances, and manage all invoices and accounts receivable. SAP Business One offers efficient document development for every step throughout the sales process, including quotations. All relevant information
is moved from one document to the next – from sales quotation to the sales order to delivery note to the AR invoice – saving you time and reducing errors. The solution also gives you the flexibility to adapt the steps in the sales process to fit your needs and specific business processes.

Sales quotation – Create sale quotations for your leads and customers. You can calculate gross profit for each quotation, readily review the sales price history, and, once you create a quotation, quickly export it to Microsoft Word.

Order – Simplify entry of sales orders by accessing item availability information through an available-to-promise report across multiple warehouses. When a shortage arises, choose to order from a list of alternative items or allow the item quantity to be partially delivered. Orders can support different delivery dates and ship-to addresses for each line item, and you can automatically create purchase orders from a sales order and drop-ship the items to the customer’s site.

Delivery – Generate packaging documentation for all goods shipped to a customer. The built-in packaging function facilitates the “virtual input” of items into different parcels when a delivery is created. You can store the delivery tracking number and access the shipping status within the delivery note with the click of a mouse. The software automatically updates warehouse quantities when you make a delivery. Returns processing – Quickly process returns, and adjust your inventory and AP balance with the corresponding vendor.

Backorder processing – Track orders that cannot be delivered to customers due to inventory shortages, and automatically fulfill outstanding orders when items are received to inventory.

SAP Solution in Detail – Streamline Your Business, Accelerate Profitable Growth 11 AR invoice – Automatically create a corresponding journal entry with each invoice. As a result, you can create an automatic receipt if the customer chooses to pay only part of the invoice. AR invoice and payment – Create an invoice and receipt in one step by using information from the same document. AR credit memo – Readily import data from the original invoice when creating a credit memo for returned merchandise.

Down payments – Apply your customers’ down payments to sales orders. You can process a down payment with or without an invoice, and can decide whether you would like to create the appropriate accounting postings once the down payment is made or only document without creating any postings.

Document printing – Select period, document number, or document type to print sales and purchasing records. Document drafts – Print, edit, and manage all documents that have been saved as drafts.

Document generation wizard – Automate the creation of documents used in the sales and fulfillment activities by using information from one or more other documents as a starting point. With the help of the wizard, you can decide to create target documents such as delivery notes or invoices automatically using sales orders, deliveries, returns, or AR invoices as a basis. For example, you can group all existing sales documents in a single invoice for any given customer, or create summarized invoices for any given customer based on a variety of orders and delivery notes collected over the course of a month.

Dunning wizard – Automate the process of creating and sending reminder letters to customers with outstanding payments. Execute the wizard at regular intervals, such as monthly or weekly, to check for outstanding customer invoices, and send a series of late notices with different levels of severity at predefined intervals. In addition, you can maintain a payment history for each customer so you can make more informed decisions when it comes to defining payment terms for future orders.

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