Exception based customer service

from Order to Invoice with SAP Event

Management at Colgate-Palmolive
Oscar Rosales & Joseph Jeffs

SESSION CODE: CP2207

LEARNING POINTS

Learn how SAP Event Management provides information, at a glance, across

multiple documents associated with a sales order.

Understand how SAP Event Management identifies and highlights

exceptions.

Understand the approach to integrate Freight Orders in SAP Transportation

Management and the Sales Order Process.

Integration of SAP Share Service Framework with SAP Event Management

to address issues.

About Colgate Palmolive

$17.28 + Billion in
Sales
37,700
Colgate People

Products Sold in
200 Countries &
Territories
Greater
Asia/Africa
20%
Europe/South
Pacific
21%

Hills
13%
North America
18%

Latin America
28%

ORAL CARE

PERSONAL CARE

HOME CARE

PET NUTRITION

Agenda
Overview
Application Review
Technical Considerations
Key Learning

Agenda
Overview
Application Review
Technical Considerations
Key Learning

Exception Based Work Process

Provide exception management capabilities to
support the business process.
Alert customer service to orders that are at risk of not
being processed in time to meet service
requirements.
Dashboard for summary of the current situation.

Effective Communication
Provide an End to End tool that utilizes SAP Shared
Service Framework for communication between
Customer Service and support groups.

What is SAP Event Management?

A tracking system that can be used to monitor the
status within a process:
Sales Order to Invoice
Supplier Replenishment
International sea transportation

Terminology
Events
Expected Events
Unexpected Events

Milestone
Status
Tracking Scenario

Agenda
Overview
Application Review
Technical Considerations
Key Learning

Home Page
Custom: Search and refresh buttons
added to top of page so always available.

Custom: Search helps to make

it easier to find information

Custom: Second Column to better

utilize screen space

Search Results
Icons to see status at a glance

Number of Rows

Hyperlink to standard GUI

in ECC System to address
issues.
Data for demonstration purpose

Detail View

Custom: Blank Line in results to

separate data from different
documents

Hyperlink to standard GUI in ECC

System to address issues.

Data for demonstration purpose

Event List
Integration with Transportation
Management (TM) logistics events

Documents that go with the event

included in record

Data for demonstration purpose

Planned date/time to when

events should happen

Actual date/time of when events

took place

Service Request
Predefined categories
Priority and planned
date/time to have
issue solved
Person/Group
responsible to solve
issue
Person informed
about issue
Attachments and
additional relevant
information

Data for demonstration purpose

Service Request
Attachment available

Hyperlink to SSF

Data for demonstration purpose

Actions performed
directly from email

Priority and due date to

information for processor(s)

Information from selected

order(s), automatically
populated from EM

Data for demonstration purpose

Dashboard

Data for demonstration purpose

Agenda
Overview
Application Review
Technical Considerations
Key Learning

Data Flow
ECC System
ECC System
ECC Systems

Sales Orders
& related
document
data

EM/TM

Sales Order
System
Parameters

BI

Service Tickets
and Follow-up

SSF

Ticket

eMail

TM Integration with Order to Invoice

Freight Order
Creation

Freight Order Event

Handler
Idoc for
TM Event

Sales order for each

stop saved as
parameter

Rules
forward
event to
Sales Order

Sales Order Event

Handler
Duplicate of the Freight
Order Events combined
with ECC triggered
events.

Freight Order Events

Web UI Shows
Consolidated
Events

Extracting Data for EM

ECC1
Sales Order

Control Table

Sales Order

Control Table

ECC2

Control Table determines:

1.- Which Order Types are Relevant?
2.- Which Events are Expected?
3.- Milestones for the Events

Event
Management

System Parameters in BI for Dashboard

Event Handler
System Parameters
Rule
Status

Control Parameters

Info Parameters

BI
SLT

System Parameters

Dashboard

Event to Create Shared Service Request

Pre-Processing Function
Input Fields Validated
Remote Function Call to Create
Request
Update event message to add
Request Number as Tracking ID
and as Parameter

Event Posting
Rules Run to update parameters,
Tracking Id, and EH Status

Dashboard to Event Management

Dashboard

Event Management

Hyperlink to EM contains
Visibility Scenario and
Search Parameters
Feature in EM SP07 or Note 2005297

Search auto collapse (custom) to take directly to

results

Global and Regional Objects

ECC

Event Management
Extraction Routines
Event Handler and Rules

ECC

Event Parameters and Fields

Extraction Routines
BI Extractors
Visibility Scenarios (Search and
Display)

Regional Objects
Global Objects

Agenda
Overview
Application Review
Technical Considerations
Key Learnings

BEST PRACTICES
Technical
One Global Event Handler and thru ECC extractors
determine which event(s) are relevant for the scenario

Business
Process standardization (when possible) to support a
Global solution

KEY LEARNINGS

SAP Event Management allows customer service personnel to identify and

address issues.

Colgate-Palmolives implementation provides an End to End visibility of the

Order to Invoice processes

SAP Shared Service Framework enables delegation and monitoring of

activities to ensure service to customers.

STAY INFORMED
Follow the ASUGNews team:
Tom Wailgum: @twailgum
Chris Kanaracus: @chriskanaracus
Craig Powers: @Powers_ASUG

THANK YOU FOR PARTICIPATING

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SESSION CODE: CP2207
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