Process Walkthrough

IS-A-DBM Scenarios

SAP Global Delivery

SAP for Automotive: Dealer Business

Management
Dealer
Management
System

This application addresses vehicle sales, workshop management, and

parts management in dealerships or dealership organizations.
It features quick and reliable services that include an efficient handling of customer-centric
business processes along the entire customer relationship life cycle.

Master Data
SAP FOR AUTOMOTIVE

SAP DEALER BUSINESS MANAGEMENT

User Interfaces
New
Car
Sales

Used Service Service

Car
Parts Fulfill- Warranty
Sales Sales ment

mySAP ERP
SAP NetWeaver

Vehicle and customer data, parts and prices, labor

operations and packages, catalog integration

Processes at Dealership

New and used car sales

Service parts sales, including cash desk

Service order fulfillment, including scheduling engine

Integrated warranty claim creation

Based on SAP ERP

Fully integrated into SAP Controlling and Accounting

Supports building an enterprise using flexible

organizational structure for logistics, accounting, and HR

Shared services for HR, purchasing, inventories,

controlling, accounting, analytics, and so on at
dealerships

Interface Technology

SAP NetWeaver as basis for tight integration to OEM and

other external systems and services

Increase Profitability and Focus on MultiBrand

New
Car
Sales

Accounting

New Car Sales

Common database for vehicles and

customers

Multi-brand capable

Event-specific tracking of vehicle

inbound logistics

Detailed pricing information, direct

posting into accounting, and
document flow

BRAND &
Customer
CUSTOMER
Management

Used
Car
Sales

Service
Parts
Sales

Service
Fulfillment

Warranty

Parts
Management
Vehicle
Services

LEASING &

Vehicle
Sales/
FINANCE
Administration

Used Car Sales

All information in one screen,

including customer, vehicle, warranty,
inventory, and so on

Used cars process is implemented as

a return and buy-back process

Consolidated view of available

inventory

Improved order delivery velocity

AU T O S

DEALERSHIP
Value Drivers
Customer
Satisfaction

Visibility of
Vehicle Inventory

Multi-brand
Capability

Common Vehicle &

Customer Database

Cost control for

Upload of external
Distribution & Sales
Documents

Vehicle Evaluation &

Price Determination

Increase Customer Retention and Fixed

Operations
New
Car
Sales

Service Parts Sales

Easy0to-use transaction to sell

service parts

Used
Car
Sales

Accounting
BRAND &
Customer
CUSTOMER
Management

Easy-to-use cash desk user

interface for over-the-counter sales

Online availability check during

order creation

Stock overview across dealer sites

and central purchasing

Parts pricing information online

Service
Fulfillment

Parts
Management
Vehicle
Services

Warranty

Service Fulfillment

Easy one-screen navigation for

vehicle and service-related data

Service order scheduling engine:

service dates, technicians, tools,
bays, and utilization reports

Integration of warranty claim creation

Catalog integration for labor

operations, parts, and defect codes

Detailed part pricing and availability

check

LEASING &
FINANCE

Vehicle Sales/
Administration

Simplified transactions for new

parts master creation

Service
Parts
Sales

AU T O S

DEALERSHIP
Value Drivers
Customer
Satisfaction

Catalog
Integration

Multi-brand
Capability

Warranty
Claims

Cost
Control

Optimization of
Utilization of
Inventory and
Parts Stock
Workshop Personnel Availability Check

End-to-end
Process

Improve Operating Efficiency

New
Car
Sales

Warranty

Online check for vehicles

warranty status and applicable
recall campaigns

Integration of service order

processing to SAP Warranty
claims processing

Claim creation for selected

service order items and jobs

Status tracking of claims process

Separated bills and cost

settlement per warranty, good-will
and billable services

Used
Car
Sales

Service
Parts
Sales

Service
Fulfillment

Accounting
BRAND &
Customer
CUSTOMER
Management

Warranty

Parts
Management
Vehicle
Services

LEASING &

Vehicle
Sales/
FINANCE
Administration

AU T O S

DEALERSHIP
Value Drivers
Customer
Satisfaction

Vehicle Recalls

Cost Control

Warranty Claims
Administration

Put the Customer in the Center of Your

Business
New
Car
Sales

Used
Car
Sales

Service
Parts
Sales

Service
Fulfillment

Accounting

CRM Based on SAP ERP

Lean Dealer

Customer Fact Sheet and Memo

Pad

Sales activities (e.g., Lead

Management)

Complaint Management

Lean Marketing

BRAND &
Customer
CUSTOMER
Management

Warranty

Parts
Management
Vehicle
Services

LEASING &

Vehicle
Sales/
FINANCE
Administration

AU T O S

DEALERSHIP
Value Drivers
Common Customer
& Vehicle database

Information
Available at Hand

Increase Share of
Wallet

Customer
Analytics

SAP Dealer Business Management: Portfolio

ROLE-BASED
USER INTERFACES

Dealership
finance

Parts management
Parts
INTEGRATED
APPLICATION

Vehicle service

Customers
Vehicles

Human resources

Customer management

MULTI-BRAND
& LOCATION

LEADING
APPLICATION &
TECHNOLOGY
PLATFORM

DEPLOYMENT
METHODS

Dealer A

Controlling

Vehicle sales and administration

Dealer B

Dealer C

Global and local

Open integration and connectivity
Security
Flexibility

Service
Point E

Service
Point D

Service
Point F

Clear release strategy

OS and database independence
Scalability
Automotive best practices

ASP, Hosting, Licensed, All-in-One, Local

Holding

Agenda

DBM Vehicle Sales Process

2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
1.

SAP 2007 / Page 8

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

SAP 2007 / Page 9

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Order

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Billing
Sales order billing &
invoice

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Activity

Receive customer data from CRM

Include vehicle model information
Create vehicle as requested

SAP 2007 / Page 10

Sales Order
Convert Quotation to
Order

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Billing
Sales order billing &
invoice

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Sales Order

Vehicle Quotation
Search vehicle
Check and complete customer and vehicle
data
Enter quotation and pricing details
Check credit limit
Print quotation

SAP 2007 / Page 11

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Billing
Sales order billing &
invoice

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Sales Order & Splits

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Sales Order
Convert quotation or create a new sales order
Check & complete customer & vehicle data
Order and pricing details
Check credit limit
Print sales order
Split order into Multiple payers and bill-to-parties
Pricing details per split

SAP 2007 / Page 12

Billing
Sales order billing &
invoice

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Sales Order & Splits

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Billing
Sales order billing &
invoice

Vehicle Inbound Logistics

Move vehicle into inventory, status
Receive incoming invoice including
additional costs (freight) and tax
Integration to accounting

This step is required in a Build to Order scenario i.e. when the Dealer does not have stock and raises a PO for the same
The dealer can raise a PO through the DBM system and a PO automatically gets generated in the ERP system (Interface needed)
Once the dealer receives a vehicle against this PO, he creates a GR and Invoice (all through a single DBM window)

SAP 2007 / Page 13

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Sales Order & Splits

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Billing
Sales order billing &
invoice

Delivery and Goods Movements

SAP 2007 / Page 14

Inventory Management
Status tracking
Print shipping document

DBM Vehicle Sales Process

Vehicle Preparation
Create Vehicle Model
& Vehicle

Quotation Process
Assign Customer &
Create Quotation

Sales Order
Convert Quotation to
Sales Order & Splits

Inbound Logistics
Create PO, GR and
Invoice for vehicle

Delivery
Create Goods Issue
(for the vehicle)

Sales Order
Billing

Billing
Sales order billing &
invoice

Create, post, and print billing

documents
Integration into accounting, tax
deduction
Profitability analysis

SAP 2007 / Page 15

Agenda

DBM Vehicle Sales Process

2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
1.

SAP 2007 / Page 16

DBM Parts Sales Process

Parts Sales Order
Create Service Order
for Warranty

Parts Delivery
Goods issue and
inventory management

Parts Sale
Order, vehicle, and pricing details
Standardized catalog interface
Credit limit check
Part Supersession and availability

check
Trigger purchase requisition for
missing
parts (external or internal)
Print order

SAP 2007 / Page 17

Billing
Create and post billing
documents

Cash Desk
Settle customer
payment transactions

DBM Parts Sales Process

Parts Sales Order
Create Service Order
for Warranty

Parts Delivery
Goods issue and
inventory management

Billing
Create and post billing
documents

Delivery and Goods Movements

Inventory Management
Print shipping document

SAP 2007 / Page 18

Cash Desk
Settle customer
payment transactions

DBM Parts Sales Process

Parts Sales Order
Create Service Order
for Warranty

Parts Delivery
Goods issue and
inventory management

Billing
Create and post billing
documents

Cash Desk
Settle customer
payment transactions

Parts Sales Order Billing

Create, post, and print billing
docs
Integration with accounting,
profitability analysis, etc.

SAP 2007 / Page 19

DBM Parts Sales Process

Parts Sales Order
Create Service Order
for Warranty

Parts Delivery
Goods issue and
inventory management

Billing
Create and post billing
documents

Cash Desk
Settle customer
payment transactions

Cash Desk

SAP 2007 / Page 20

Easy-to-use cash desk for OTC

cash and credit card payments
Integration with accounting
Cash receipts
Printing of sales checks

Agenda

DBM Vehicle Sales Process

2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
1.

SAP 2007 / Page 21

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

SAP 2007 / Page 22

Service Order
Convert Quotation to
Service Order

Confirm Order
Create PO, GR and
Invoice for vehicle

Split Order
Split order for jobs and
warranty claims

Billing
Service order billing &
invoice

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

Service Order
Convert Quotation to
Service Order

Quotation for Service Order

Check and complete customer and vehicle
data
Enter service order data, jobs, and item
details
Check parts availability and credit limit
Warranty and recalls
Evaluate pricing
Print quotation

SAP 2007 / Page 23

Confirm Order
Create PO, GR and
Invoice for vehicle

Split Order
Split order for jobs and
warranty claims

Billing
Service order billing &
invoice

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

Service Order
Convert Quotation to
Service Order

Confirm Order
Record time spent/
material consumed

Split Order
Split order for jobs and
warranty claims

Service Order Processing

Convert quotation or create service order
Check and complete customer and vehicle data
Enter service order data, jobs, and item details
Check parts availability, credit limit, warranty, and
Evaluate pricing online
Print quotation
Release order for scheduling and execution

SAP 2007 / Page 24

recalls

Billing
Service order billing &
invoice

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

Service Order
Convert Quotation to
Service Order

Confirm Order
Create PO, GR and
Invoice for vehicle

Split Order
Split order for jobs and
warranty claims

Service Order Confirmation

SAP 2007 / Page 25

Record spent time/

working units and
material consumption

Billing
Service order billing &
invoice

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

Service Order
Convert Quotation to
Service Order

Confirm Order
Create PO, GR and
Invoice for vehicle

Split Order
Split order for jobs and
warranty claims

Billing
Service order billing &
invoice

Service Order Split

Split service order, items or jobs
warranty/good will, internal order, CCs
Create warranty claim
Claim sending, receiving and processing
Check return parts
Evaluate detailed pricing
Print service order and claim

SAP 2007 / Page 26

DBM Vehicle Service Process

Quotation Process
Create Service
Quotation

Service Order
Convert Quotation to
Service Order

Confirm Order
Create PO, GR and
Invoice for vehicle

Split Order
Split order for jobs and
warranty claims

Billing
Service order billing &
invoice

Service Order Billing

SAP 2007 / Page 27

Create, post and print billing docs

Integration into accounting,
profitability analysis, tax decl.

Agenda

DBM Vehicle Sales Process

2. DBM Parts Sales Process
3. DBM Service Process
4. Warranty Process
1.

SAP 2007 / Page 28

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 29

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 30

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 31

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 32

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 33

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement

DBM Warranty Process

Master Data
Maintain Warranty
Master Data

SAP 2007 / Page 34

Warranty Order
Create Service Order
for Warranty

Split
Create splits for jobs,
warranty, recall etc

Claim creation
Create claims with
defect codes, roles etc

Reimbursement
ERP Warranty claim
settlement