Integration to Sales: Overview
Service Processing in SAP S/4 HANA Service consists of the following steps:
Step 1: Create Task
A Marketing Employee can document the outcome of a Marketing Campaign.
Alternatively, a service employee can document the outcome of a telephone call made after a customer visit. The task refers to an Account and includes a description, responsibilities, and a reference object. The Service Employee then passes the task on to a Marketing Employee.
Step 2: Create Lead
The Marketing Employee evaluates the task and, depending on the outcome, can create a Lead. If the Lead is qualified as a hot lead, a Sales Employee can accept the Lead. Lead Management is optional, but you can use it to optimize presales activities.
Step 3: Create Opportunity
The Sales Employee creates an Opportunity and contacts the Customer. They enter further data in the opportunity, such as estimated end date, expected sales volume, status, products, and participating members of the sales team. The sales representative qualifies the opportunity using the evaluation and makes a positive or a negative decision. They use further elements of the sales methodology (buying center, project goals, and competitor analysis) and develops a clear value proposition for the customer.
Step 4: Create Sales Order Quotation
The sales employee presents the solution to the customer and creates a Sales Order Quotation on the basis of the opportunity.
Step 5: Create Sales Order
The sales employee secures agreement with the customer and creates a sales order once the customer has accepted the quotation.
Integration to Sales: Create Task and Lead
Activity Management administers all activities undertaken by the employees of your company.
You can use Activity Management to support the sales lifecycle. Activities such as interaction logs and appointments keep a record of any interaction that has taken place between your company and its customers. Tasks provide a way for your employees to manage their own workload and to record reminders.
Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. It answers day-to-day questions, such as the following:
What appointments do I have next week?
When can I arrange a visit to Ms. Smith?
Who can cover for a sick colleague in external sales?
A sales representative can view the outcome of a telephone call made after an initial customer visit.
A sales manager can quickly get an overview of all the activities that have taken place in the department during a certain period of time.
The scenario in the following steps illustrate how Leads can be used:
A lead was created as the result of a campaign. A lead qualifier evaluates the lead as a hot lead (qualification level: hot). The lead can be distributed/forwarded to the responsible sales representative using the workflow.
The sales representative receives the hot lead in their workflow inbox. The representative checks the probability of success according to the assigned information. The system can be configured to automatically create an opportunity when the hot lead is accepted.
Integration to Sales: Create Opportunity
The Opportunity Management scenario creates a framework for pursuing sales projects from the start and as they progress. It provides the basis for a target-oriented analysis and optimization of your sales processes.
Note
As a prerequisite for creating a Follow-Up Quotation, the status of an Opportunity must be Won.Integration to Sales: Create Sales Order Quotation and Sales Order
You can copy items from an Opportunity to a Sales Order Quotation. As a result, the Sales Department benefits from the preliminary information regarding customer demands based on documents such as Tasks, Leads, or Opportunities created partially by other departments, for example, Marketing.
In the Sales Order Quotation you must define the validity dates.
When a customer accepts the details and terms of a Sales Order Quotation, you can create a Follow-Up Sales Order based on the Sales Order Quotation.
