SAP Extends Comprehensive Telecommunications Solution Through mySAP.com to Include Integrated Customer Relationship Management.3 GENEVA--(BUSINESS WIRE)--Oct. 11, 1999-- Deutsche Telekom Deutsche Telekom AG (ISIN: DE0005557508, FWB: DTE, NYSE: DT, LSE: DEU, TYO: 9496 ) (abbreviated DTAG) is a telecommunications company headquartered in Bonn, Germany. It is the largest telecommunications company in Germany and in the EU. AG to Prototype New Solution Today at Telecom '99, SAP AG (company) SAP AG - (Systeme, Anwendungen, Produkte in der Datenverarbeitung - German for "Systems, Applications and Products in Data Processing") A company from Germany that sells the leading suite of client-server business software. The US branch is called SAP America. (NYSE NYSE See: New York Stock Exchange :SAP), the leading provider of inter-enterprise software solutions, announced the expansion of its SAP(TM) Telecommunications(TM) solution through mySAP.com(TM), the SAP Internet business strategy. The comprehensive offering includes industry-specific integrated customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ), providing companies with a fully integrated front-end and back-end In their most general meanings, the terms front end and back end refer to the initial and the end stages of a process flow. These terms acquire more special meanings in particular areas. customer care and service solution for the highly competitive telecommunications market. Deutsche Telekom AG is prototyping selected elements from SAP Telecommunications CRM, which will be rolled out to early customers in December 1999, with general availability in May 2000. The new SAP Telecommunications CRM solution links all customer information in an organization, enabling every employee who services a customer to have a consistent, real-time, end-to-end view of all customer activities including sales, order entry, service provisioning, service assurance, and revenue and contract management as well as a consistent view across Internet-based interactions. To achieve fast, accurate and efficient delivery of goods and services In economics, economic output is divided into physical goods and intangible services. Consumption of goods and services is assumed to produce utility (unless the "good" is a "bad"). It is often used when referring to a Goods and Services Tax. , quick resolution of problems, and higher service levels and consistency at a lower cost, the new solution extends customer service support in the time and manner the customer wants it through collaborative business scenarios enabled by mySAP.com. Collaborative business scenarios are the one-step business solutions that integrate process functionality, industry-specific knowledge and the necessary services for users to succeed in their particular business endeavor. SAP Telecommunications CRM is an example of how SAP is delivering industry-specific Customer Relationship Management solutions for Service Interaction Center, Telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → and Internet Customer Self Service. It builds on and enhances SAP CRM(TM) business scenarios according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the industry-specific needs of a telecommunications company See telecom company. . "SAP is demonstrating solutions that are flexible and responsive to changes within the quickly evolving telecommunications marketplace by incorporating industry-specific integrated Customer Relationship Management functionality into mySAP.com for the telecommunications industry," said Harry Tse, senior analyst at the Yankee Group (the Yankee Group, Boston, MA, www.yankeegroup.com) A major market research, analysis and consulting firm founded in 1970 by Howard Anderson. It provides general consulting and strategic planning in the computer and communications field. . "Real-time, end-to-end linkage of all customer information within an organization using collaborative mySAP.com business scenarios offers clear benefits to telecommunications companies that strive to provide their customers with the best possible service. Today, SAP is enabling such a vision with this announcement." SAP Telecommunications Delivers CRM for Complete Industry Solution SAP Telecommunications is a complete solution for the telecommunications industry, providing the key functions and business scenarios companies required for this competitive industry segment. It includes industry-specific solutions in the areas of customer relationship management, revenue management and network management as well as cross-industry business scenarios including business intelligence, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. management, corporate finance and asset management. The solution is further enhanced by SAP partner products and services. SAP Telecommunications CRM, which provides for both call center and Internet self-service operating environments In computing, an operating environment is the environment in which users run programs, whether in a command line interface, such as in MS-DOS or the Unix shell, or in a graphical user interface, such as in the Macintosh operating system. , supports customer-care activities fully integrated to the back office in the following key areas: -- Service provisioning effectively supports product or service sales; order generation and order management; escalation management; and order status inquiry up to automatic customer notifications. An easy-to-use product catalog, available through the Internet, allows for quick product ordering. External systems are easily integrated via well-defined interfaces. -- Contract management and inquiry services support the cultivation of individual customer relationships to the greatest extent possible. The SAP solution provides customer service staff with clear and easily understandable customer contact information, enabling the service representative to quickly identify customer requirements and initiate appropriate responses. Information available to service representatives includes billing, current offers and order status. -- Service assurance effectively supports the handling of customer trouble reporting and "first call resolution," repair or maintenance service order generation, processing, and follow-up upon resolution. -- Revenue management effectively supports high-volume receivables management including handling of the customers' billing account and open items such as inquiries, direct payments, credits and dunning. The SAP Telecommunications CRM solution was jointly developed with Andersen Consulting See Accenture. , with whom SAP has entered into a strategic alliance to create customer relationship management solutions for the communications industry communications industry, broadly defined, the business of conveying information. Although communication by means of symbols and gestures dates to the beginning of human history, the term generally refers to mass communications. . Through this alliance, the companies will offer professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. , business strategy and software products to help telecommunications companies improve their business processes and better manage customer relationships. They will design, build and sell enterprise software solutions to link front- and back-office functions across the enterprise and provide clients with a wide range of customer information. "Telecommunications companies that can access real-time customer information across the enterprise will gain tremendous advantages in maintaining and enhancing profitable customer relationships," said Betty McCabe, partner at Andersen Consulting. "A comprehensive customer relationship management platform can help telecommunications companies sell and service customers according to their needs. Moreover, with a more complete picture of financial and customer data, executives will be able to make better decisions." mySAP.com Extends Telecommunication Companies' Reach Across Internet Through the mySAP.com Workplace, an enterprise portal See corporate portal. that provides a single integrated Web-based access point for all software and information tailored to specific user roles, the SAP Telecommunications solution provides users with a convenient and personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. way to access everything they need to fulfill their role in the company. Open and flexible, the mySAP.com Workplace can be easily and quickly extended to embrace legacy corporate intranet and Internet applications as well as others from within and beyond the enterprise. Through the mySAP.com Telecommunications community, which is one community of interest within the mySAP.com Marketplace, an open electronic business hub at http://www.mysap.com, telecommunications companies can collaborate across business processes, conduct commerce, access personalized content and interact in professional communities. Instead of having to rely on independent buying and selling systems, companies can collaborate to greatly improve internal and external business relationships. "Based on the feedback we received from our customers at the SAPPHIRE(R) conference last month, mySAP.com provides extensive customer relationship management scenarios through a single entry point within the mySAP.com Workplace, which leverages the pervasive functionality within SAP R/3(R) and its components," said Kevin McKay, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. and president of SAP America, Inc. "By harnessing the Internet with mySAP.com, the customer relationship management scenarios we can deliver today are only limited by the imagination of our customers." About SAP As the market leader of inter-enterprise software solutions, SAP is leveraging its strength in industry-focused business software and the world's largest enterprise software customer base to deliver mySAP.com. mySAP.com provides an open collaborative business environment of personalized solutions on demand. This enables companies of all sizes and industries to fully engage their employees, customers and partners to capitalize upon the new Internet See Web 2.0 and Internet2. economy. mySAP.com allows people to harness the power of the Internet to work smarter, better and faster by optimizing supply chains, managing strategic relationships, reducing time to market, sharing virtual information, and increasing productivity and shareholder value. SAP is listed on several exchanges including the Frankfurt stock exchange Frankfurt Stock Exchange The largest of Germany's eight securities exchanges, operated by Deutsche Borse AS. and NYSE under the symbol "SAP." The SAP World Wide Web site can be found at http://www.sap.com. SAP, mySAP.com, SAP Telecommunications, SAP CRM, SAPPHIRE, R/3 and all SAP products This presents a list of products of the enterprise software company SAP AG. Enterprise Applications
Other product and company names herein may be trademarks of their respective owners. (c) Copyright 1999, SAP AG |
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