January 16, 2007

SAP Annouces CRM for SMB Efforts with 'All in One'

By David Sims, TMCnet Contributing Editor

SAP (News - Alert) AG has introduced the next version of its SAP All-in-One products, with what the German software vendor is calling "significant enhancements" to provide midsize companies with "greater agility in managing their businesses."

Using mySAP ERP 2005 as a foundation of SAP's road map for enterprise SOA and customer relationship management (CRM) capabilities designed for the midsize market, the products are said by SAP to have "dramatically enhanced and more intuitive user experience, streamlined business scenarios, enhanced analytical reporting and integrated management of customer relationships."

With the announcement, SAP also introduced programs and tools for its worldwide network of channel partners to switch existing SAP All-in-One products and build new products to sell to additional industry segments.

Last September SAP announced the availability of the third wave of its SAP CRM on-demand products, hitting the product target set in February.

With the new SAP Service on-demand, service managers can consolidate and track service tickets, establish rule- based escalations for follow-up and "better adhere to service-level agreements."

SAP also introduced capabilities for the existing SAP CRM on-demand products, including new sales automation features for product and quotation management. The new customer service capabilities in the SAP Service on-demand product include:

The vendor sees the new products as part of its cozying up to the SMB market. Along with the recent formation of its new global business unit to oversee its midsize enterprise business, the enhancements are efforts to sell what SAP calls its "micro-vertical" capabilities in business management.

To be introduced worldwide throughout 2007, the products also will use the promised "next wave of enhancements to SAP Best Practices," a portfolio of industry and cross-industry business scenarios and documentation.

Company officials say the new SAP All-in-One offerings will feature "significant enhancements in usability," such as a PC-like user interface and simplified navigation powered by the SAP NetWeaver platform.

It also promises  capabilities to "help midsize companies better target, acquire and maintain profitable customer relationships." The CRM capabilities optimized for midsize companies include account and contact management, activity management, lead management, campaign management, opportunity management and service ticket management.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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(source: http://news.tmcnet.com/news/-crm-sap-all-in-one-/2007/01/16/2246857.htm)