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SAP for Telecommunications	Business Processes	Business Benefits
Customer Successes	Brochures & White Papers	News & Events

ENABLING CONVERGENCE WITH SAP FOR TELECOMMUNICATIONS

Learn how SAP enables service providers across the telecommunications and media industries to respond to key business trends, such as convergence and consolidation. Presentations from the SAP Infodays for Communication Service Providers conference offer a wealth of information on how to achieve customer centricity with new SAP solutions

Access conference presentations.

10 Oct 2006

Executing with Convergence: Changing Your Model to Win with Multiplay Offerings         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  603 KB Our Server

10 Oct 2006

SAP's Strategy Towards a Converging Telecom & Media Industry         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  3.9 MB Our Server

10 Oct 2006

Innovation, Convergence and Service Fufillment in a Multi-X World         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  3.4 MB Our Server

10 Oct 2006

Managing Rights and Royalty Payments - Revenue-Sharing in Partner Content Distribution Scenarios         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  2.0 MB Our Server

10 Oct 2006

From Information to Innovation - Decision Support at Reliance Infocom         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  788 KB Our Server

10 Oct 2006

Product Launch - Sales & Order Management for Telecommunications with SAP CRM and SAP NetWeaver         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  1.4 MB Our Server

11 Oct 2006

Practical experience in Customer Care with SAP CRM & SAP NetWeaver for Communication Service Providers (1)         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  1.0 MB Our Server

11 Oct 2006

Implementation of SAP CRM 2006s         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  559 KB Our Server

11 Oct 2006

SAP CRM in Detail - From Product Bundling to Multi-Channel Sales and Order Management         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  3.3 MB Our Server

11 Oct 2006

Differentiate and monetize new multiservice offers by introducing a single convergent Charging, Billing and Invoicing Solution         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  2.2 MB Our Server

11 Oct 2006

SAP's billing strategy for Communication Service Providers         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  3.9 MB Our Server

11 Oct 2006

Delivering on SAP Convergent Invoicing - Today and in 2007         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  275 KB Our Server

11 Oct 2006

SAP Convergent Invoicing in Practice - Actual Experiences & Cases from telecom operators         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  851 KB Our Server

11 Oct 2006

News & Outlook on SAP's Financial Customer Care         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  1.0 KB Our Server

11 Oct 2006

Web-Based Deployment: AT&T’s Use of Interaction Center         Industry: All Industries   Solution/Service: All Solutions / Services  Event: Presentation - Online Track: SAP Infodays for Communication Service Providers 2006 Online - Berlin, Germany Media: Presentation  865 KB Our Server

SAP for Telecommunications: Enabling Today and Building for Tomorrow

SAP for Telecommunications is a market-leading solution that supports end-to-end enterprise business processes for wireline, wireless, cable, satellite, and various other specific industry sub-segments. With 81% of the top 500 telecommunications service providers as a customer base, and with proven success stories, SAP provides a compelling solution for your business.

Learn about these business processes supported by SAP for Telecommunications:

• Network life-cycle management
• Marketing analytics and product management
• Sales and service fulfillment
• Dealer management
• Billing, invoicing, and presentment
• Customer financial management
• Customer service
• Enterprise management and support

SAP for Telecommunications: The Business Process of Network Life-Cycle Management

SAP for Telecommunications supports the full range of processes you need to improve collaboration among partners, reduce costs, and optimize your IT investment, including:

• Demand and supply planning -- SAP solutions allow you to tailor the supply infrastructure to your needs, avoiding both overstock and understock situations. You can collaborate with internal sales organizations, dealers, sales partners, suppliers, and major customers to improve planning accuracy. The solutions also enable you to draw on historical data and market forecasts, giving you the power to quickly -- and profitably -- introduce new products and services.
• Investment management -- With SAP for Telecommunications, you can capitalize on financial, logistic, and project management capabilities to make key strategic decisions about infrastructure projects, deploy network components effectively, and manage spend with comprehensive cost-control features.
• Network design and build -- SAP solutions provide support throughout your infrastructure deployment, with project management capabilities that enable effective deployment of the appropriate network components. You can optimize your current infrastructure and plan for future needs to support the development and growth of new technologies and products. The solutions allow you to integrate materials management and asset accounting, so you can establish end-to-end processes over the full network life cycle.
• Operations and maintenance -- SAP solutions support the management of fixed assets and resources, so you can improve physical inventory processes, inventory visibility, and procurement processes, leading to a better ROI. With SAP for Telecommunications, you can also leverage mobile workforce management capabilities to empower your field technicians, giving them access to consistent data from mobile devices anywhere and anytime. Plus, resource planners can optimize field personnel -- resulting in better communication between the back office and the mobile workforce; reduced overhead associated with travel, communications, and idle time; and better levels of customer service.

Network life-cycle management is enabled with SAP applications such as mySAP ERP, mySAP Supply Chain Management (mySAP SCM), and mySAP Product Lifecycle Management (mySAP PLM). To find out how these applications can help you improve your network life-cycle management, please complete the "Contact SAP" form and request information about enterprise resource planning, supply chain management, or product life-cycle management.

SAP for Telecommunications: The Business Process of Marketing Analytics and Product Management

SAP for Telecommunications supports key processes that enable you to gain new customers and reduce churn, including:

• Product planning and prioritization -- SAP solutions support all activities related to the product innovation life cycle, from analyzing market data and managing new ideas through product definition and data management to the final launch. With SAP for Telecommunications, you can coordinate and synchronize all necessary activities and tasks to speed up the product definition phase.
• Churn management -- SAP solutions can help you analyze customer data and behavior to better understand the needs of your customers -- before they move to a competitor.
• Marketing and campaign management -- With SAP solutions, you can design, execute, coordinate, and monitor all of your marketing initiatives. You can create targeted, personalized campaigns across all communication channels, including direct sales, call centers, mail, e-mail, fax, the Internet, and mobile devices. And, the solutions allow you to monitor enterprisewide campaign profitability at the program, product, customer, and partner levels.

Marketing analytics and product management is enabled with SAP applications such as mySAP ERP, mySAP Supplier Relationship Management (mySAP SRM), and mySAP Product Lifecycle Management (mySAP PLM). To find out how these applications can help you improve your marketing analytics and product management, please complete the "Contact SAP" form and request information about enterprise resource planning, supplier relationship management, or product life-cycle management.

SAP for Telecommunications: The Business Process of Sales and Service Fulfillment

SAP for Telecommunications supports key processes for sales and service fulfillment throughout the order life cycle, including:

• Lead and opportunity management -- SAP solutions enable efficient management of the sales cycle in a transparent and measurable process, from the first customer contact to contract finalization -- even in lengthy sales cycles such as corporate accounts.
• Sales and order management -- With SAP for Telecommunications, you can automate and coordinate order flow across various sales channels and fulfillment systems. The solutions allow you to take full control of the order with complete visibility through all fulfillment steps, and they help reduce manual processes for streamlined provisioning.
• Contract and order management -- With SAP solutions, you can efficiently manage the entire life cycle of a customer contract, encompassing all installed products and services. You can access all contract data for a comprehensive view of the details. The solutions enable your customers to place service change requests through various channels, including call centers or self-service -- and allow you to make requested service and contract changes easily. Plus, the solutions help you leverage cross-sell and up-sell opportunities.
• Customer field service management -- SAP solutions support cost-effective management of the field workforce. Resource planners can schedule field service technicians for the most efficient performance of customer work orders with a clear overview of the current work-order processing status. Service technicians can use their handheld and mobile devices to receive all relevant information and instruction on service assignments to be planned, executed, and confirmed with the customer.
• Logistics management -- With SAP for Telecommunications, you can manage the entire life cycle of the physical products you sell and deliver -- and accurately forecast to increase product availability while reducing inventory levels. Logistics management capabilities are integrated with order management, which initiates the automatic shipment of goods. On the buy side, integrated procurement functionality ensures prompt purchasing when the warehouse is running out of stock.

Sales and service fulfillment is enabled with SAP applications such as mySAP ERP, mySAP Supply Chain Management (mySAP SCM), and mySAP Customer Relationship Management (mySAP CRM). To find out how these applications can help you improve your sales and service fulfillment, please complete the "Contact SAP" form and request information about enterprise resource planning, supply chain management, or customer relationship management.

SAP for Telecommunications: The Business Process of Dealer Management

With SAP for Telecommunications, you can perform a variety of dealer-related processes from end-to-end, including:

• Dealer life-cycle management -- SAP solutions support telecom companies in dealer recruiting, profiling, and training processes, and with planning and analyzing the business conducted through this sales channel. So you can better understand dealer behavior, improve sales territory management, and more efficiently handle dealer contracts and dealer hierarchy.
• Dealer operations management -- With SAP solutions, you can manage key marketing areas such as personalized product recommendations and catalog and collateral content, as well as the sales planning, campaign execution, monitoring, and analysis of trade promotions. SAP solutions support sales and service processes, including pricing and contracts, interactive selling and configuration, live support, knowledge management, request management, and complaint and return management. A dealer portal enables a single-access collaboration platform.
• Incentive and commission management -- SAP for Telecommunications enables you to process and calculate business-case and variable compensation for internal and external recipients, monitor commissions and payments, take advantage of easy-to-use calculation rules based on business needs, and track changes via a clear audit trail. As a result, the entire dealer channel gains total visibility into earned and expected incentives and commissions.
• Forecasting and replenishment -- With SAP solutions, you can create detailed plans for supply and demand, distribution, production, and transportation. The solutions can help you optimize the manufacture of bundles, such as cell phones and accessories, and tap into a broad range of internal and external organizations to capture critical information for better decisions based on historical and point-of-sale data.

Dealer management is enabled with SAP applications such as mySAP ERP, mySAP Supply Chain Management (mySAP SCM), and mySAP Customer Relationship Management (mySAP CRM). To find out how these applications can help you improve your dealer management, please complete the "Contact SAP" form and request information about enterprise resource planning, supply chain management, or customer relationship management.

SAP for Telecommunications: The Business Process of Billing, Invoicing, and Presentment

SAP for Telecommunications provides support for key processes that enable you to capitalize on invoices, including:

• Billing -- SAP solutions support pre-billing processes, such as mediation and event collection, as well as the rating and discounting of collected events and pre-bill aggregation. The solutions also enable the creation of convergent invoices, along with invoice presentment.
• Invoicing and presentment -- With SAP solutions, you can enhance existing billing systems with convergent invoicing capabilities. You can create a single invoice that includes all products and services, including those provided by third parties, such as fixed-line and wireless, pay TV, Internet access, equipment rental, hardware sales, installation, and maintenance. SAP for Telecommunications allows you to easily offer cross-service discounts or bundle product offers without adapting existing service billing systems. By combining electronic bill presentment and payment with the solutions' receivables and collections management capabilities, you can put self-service functions on the Web and cut the cost of paper invoices.

Billing, invoicing, and presentment is enabled with SAP applications such as mySAP ERP. To find out how mySAP ERP can help you improve your billing, invoicing, and presentment, please complete the "Contact SAP" form and request information about enterprise resource planning.

SAP for Telecommunications: The Business Process of Customer Financial Management

With SAP for Telecommunications, you can improve customer service and cash flow by automating key customer financial processes, including:

• Receivables and collections management -- SAP solutions automate payment processing and dunning, including key tasks such as installment arrangements, processing of various payment methods, interest calculations, deferrals, returns, and correspondence. The solutions easily interface with billing systems and the general ledger, and manage large numbers of customer accounts in detail, resulting in reduction in days sales outstanding and better follow-up on receivables.
• Financial customer care and dispute management -- With SAP solutions, your customer service representatives can interact personally with customers to manage financial account information and handle billing disputes. The solutions give you the ability to access and amend customer account data, check account balances, set and remove payment and dunning locks, apply credit notes, create and change installment plans, defer open items, and reverse dunning notices.
• Reconciliation and closing -- SAP solutions enable transfer of information needed to close an operation to the relevant ledgers, along with reconciliation of the transferred information. Highly automated reconciliation mechanisms allow backtracking between the general ledger and the subledger, and support closing activities such as foreign currency valuation, doubtful receivables, individual value adjustments, and resolution of deferred revenue.
• Auditing -- SAP solutions allow you to extract tax-relevant data prior to data archiving, and import extraction into a separate system for administration and evaluation purposes.

Customer financial management is enabled with SAP applications such as mySAP ERP. To find out how mySAP ERP can help you improve your customer financial management, please complete the "Contact SAP" form and request information about enterprise resource planning.

SAP for Telecommunications: The Business Process of Customer Service

SAP for Telecommunications supports customer service processes that enable you to differentiate your company, including:

• Customer trouble management -- With SAP solutions, you can leverage customer trouble management capabilities that allow customer representatives to flag any customer issues or complaints and track them as they are processed, from entry point to problem resolution. SAP solutions create trouble tickets in relation to service-level agreements (SLAs), dispatched manually or by using business rules, and support problem analysis. Escalation mechanisms help to avoid violation of SLAs.
• Complaints and returns management -- SAP solutions support all aspects of handling returns and repairs of customer devices cost-effectively.
• Customer field service management -- SAP solutions support cost-effective management of the field workforce. Resource planners can schedule field service technicians for the most efficient performance of customer work orders with a clear overview of the current work-order processing status. Service technicians can use their handheld and mobile devices to receive all relevant information and instruction on service assignments to be planned, executed, and confirmed with the customer.

Customer service is enabled with SAP applications such as mySAP ERP, mySAP Supply Chain Management (mySAP SCM), and mySAP Customer Relationship Management (mySAP CRM). To find out how these applications can help you improve your customer service, please complete the "Contact SAP" form and request information about enterprise resource planning, supply chain management, or customer relationship management.

SAP for Telecommunications: The Business Process of Enterprise Management and Support

SAP for Telecommunications supports all core enterprise activities, including:

• Analytics -- With SAP solutions, you can evaluate business performance and analyze operations, the workforce, and financials.
• Financials -- SAP solutions enable you to gain deeper financial insight across the enterprise and tighten control of your finances -- while automating financial and management accounting and financial supply chain management.
• Human capital management -- With SAP solutions, you can maximize the potential of the workforce and automate employee life-cycle management, workforce deployment, and employee transaction management.
• Corporate services -- SAP solutions enable you to optimize both centralized and decentralized services for managing real estate; environment, health, and safety; incentives and commissions; and corporate travel.
• Operations support -- With SAP solutions, you can ensure the quality of your products and services by managing all required data throughout the supply chain. You can also manage programs and products and comply with regulations in a global trade environment.

Enterprise management and support is enabled with SAP applications such as mySAP ERP. To find out how mySAP ERP can help you improve your enterprise management and support, please complete the "Contact SAP" form and request information about enterprise resource planning.

Additional Resources

Customer Financials Management
Consider how SAP Customer Financials Management for Telecommunications helps you deal effectively with customers on all types of financial issues. Read the solution brief (PDF, 153 KB). Our Server

Convergent Invoicing
Achieving success in today's telecommunications industry includes achieving a single view of the customer by aggregating billing data across multiple systems. Learn more (PDF, 238 KB). Log-in required. Our Server

Credit and Collections Management
See how SAP for Telecommunications solutions can help you take early action against defaulters to reduce risk and decrease days sales outstanding (DSO) and bad debt. Read the solution brief (PDF, 90 KB). Our Server

SAP for Telecommunications

Business Benefits

SAP for Telecommunications provides powerful software solutions that can help you increase flexibility, enhance profitability, and introduce innovative growth strategies in a competitive marketplace.

With SAP for Telecommunications, your business can realize its full potential with:

• Full view of your business -- SAP for Telecommunications supports both traditional and new business processes, encourages collaboration within your company and among your business partners, and offers best practices and business analytics capabilities.
• Increased customer lifetime value -- SAP delivers industry-specific solutions that enable a 360-degree view of your customers, including functionality for billing, financials, and customer relationship management.
• Higher return on investment -- SAP for Telecommunications enables network life-cycle management, allowing you to increase efficiencies in planning, building, and operating telecom networks.
• Service-oriented architecture -- Powered by SAP NetWeaver and built on the concept of Enterprise Services Architecture, SAP for Telecommunications solutions provide you with a flexible foundation that accommodates new technologies and Web services, supports business change, reduces the complexity of your IT infrastructure, and allows integration of both SAP and non-SAP applications.
• Improved dealer management -- With a dealer portal, SAP for Telecommunications enables your dealers and customers to communicate about services and contracts. And with incentive and commissions management, you can collaborate with your dealers to improve selling and accelerate time-to-market with new products and services.

Customer Successes

Industry-Specific SAP Business Maps -- Telecommunications

SAP for Telecommunications is an end-to-end solution that integrates your entire business on a coherent platform, streamlines your existing operations and introduces efficient, future-proof e-business functionality. And thanks to the SAP Business Maps, you can understand the benefits and value these processes and solutions deliver.

The SAP Industry Solution Maps help you address the business challenges you and your business face day-to-day and focus on key industry segment scenarios. Oriented along a generic industry value chain, the scenario-oriented Maps document and illustrate the end-to-end business processes (business scenarios) of a typical enterprise in a certain industry, showing the relationship of the enterprise with suppliers and partners, customers and channels ("extended enterprise").

Solution Maps

Telecommunications

SAP Solution Composer

Presentations

Telecommunications Solution Map       Our Server
(PDF, 149 KB)

SAP Business Maps: Solution Composer

Streamlined business processes that integrate customers, suppliers, and partners are the key to customer success. But evaluating, visualizing, and communicating these processes can pose significant challenges. To help you design and visualize the right business solution, SAP offers the Solution Composer, a PC-based tool that shows you how to integrate people, data, and business processes using mySAP Business Suite solutions.

The Solution Composer helps you visualize, plan, and implement coherent and comprehensive IT solutions that integrate business processes within your enterprise and between organizations. Planning your solution and collaborative processes in advance can help you increase revenue, reduce costs, increase customer satisfaction and improve decision making as quickly as possible.

The Solution Composer makes it easy to create and change pre delivered content included in Solution Maps and Business Scenario Maps. Its also an ideal tool for planning an implementation project, and for defining, documenting, and communicating your business solution requirements.

To Learn More

For more information about downloading and using the Solution Composer, see:

• Solution Composer Features
• Solution Composer Quick Guide (PDF, 1.8 MB)
• SAP Solution Composer: What is it? (PDF, 1.1 MB)
• Solution Composer Virtual Classroom Session (VCM, 11.6 MB)
  (download required software)

Industry Value Chain

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