SAP Releases Third Wave Of On-Demand CRM
SAP Releases Third Wave Of On-Demand CRM
September 28th, 2006: SAP has announced the third wave of its on-demand CRM solution, promising rapid consolidation and tracking of service tickets, rule-based escalation and increased focus on service level agreements.
The new release hits targets SAP set out in February this year, and also brings forth new capabilities for existing SAP CRM on-demand products.
SAP says new features in its on-demand solution include:
- Service Ticket Management to enable multi-level categorisation, rule-based service-level determination and due-date calculation, as well as rule-based service ticket distribution to service teams.
- Rule-Based Service Ticket Distribution enabling service ticket distribution based on priority, status, product and account type.
- Service Level Monitoring to help agents specify the business time frame of service availability to better track and improve compliance.
- In addition to these, SAP’s new capabilities for the existing CRM on-demand solutions include new sales automation features for product and quotation management.
SAP has been able to keep to its projections thanks to its acquisition of Software Solutions, and the e-commerce and CRM capabilities it gained through this purchase, not to mention the expertise and manpower.
The company says its new on-demand CRM solution features enable a holistic view of information across sales, financials, manufacturing, reporting and customer-facing activities in a single software product.
Comment on this story