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Engaging Employees & Customers with SAP Interactive Forms by Adobe JT Wheeler Adobe Systems Incorporated © 2008 Eventure Events. All rights reserved. Agenda • Why use Interactive Forms? • How Interactive Forms works • Customer Examples: – ESS/MSS in large utilities – Field Service at NALCO • Conclusion Why Use Interactive Forms • Leverage SAP delivered forms – Quick efficiency wins • Reach offline workers – Improve employee productivity • Eliminate paper costs – Quick cost reduction • Improve levels of service – Improve customer metrics: loyalty, revenue, DSO SAP Interactive Forms How Do They Work? SAP NetWeaver™ Web Application Server J2EE mySAP R/3 ? ABAP Adobe Document Services Adobe Reader Adobe LiveCycle Designer Manages core processes Visually designs form & binds data Manages forms/data processing Enables data capture (on/offline) Leverage Interactive Forms shipped by SAP Financial Scenarios • • • • • • • • • • • • • • • • • • • • • • • Request Creation of Cost Center Request Change to Cost Center Request Creation of Internal Order Request Change to Internal Order Request Creation of Profit Center Request Profit Center Change Request Equipment Repair Request Equipment Change Notify Equipment Loss Request Adjustment Posting Request Budget Change Express Planning Request Budget Change Request Budget Transfer Request Adjustment Posting Explanation of a Variance Message Regarding a Variance Request New Key Figure Express Planning: Strategy & Targets Express Planning: Targets & Tasks Cost Center Review Request Assignment of Equipment Invoice Exception Handling HCM Scenarios • • • • • • • • • • • • • • • • • Change Employee Group and Subgroup Change Personnel Area and Sub Area Request for Promotion Request for Special Payment Change of Working Time Request for Internal Transfer Request for Separation Request for Transfer Simple Requisition Request Extended Requisition Request Hiring Transfer Maternity Leave Birth of a Child Termination Organizational Change Performance Appraisal Management CRM Scenarios • Lead Management – Offline scenario involving external channel partner SRM Scenarios • Invoice Management System – Invoice Exception Handling (2 scenarios) PCR Customer Example • Problem – Legacy Lotus Notes Solution for PCRs – Maintenance cost of Notes system – Data integrity between Notes and SAP • Benefits – Minimized change management – Eliminate the cost of maintaining separate systems – Leveraged SAP delivered forms – Consolidated on SAP SAP Defined Roles SAP Defined Processes Customer Defined Forms Legacy Process on Paper Project Information Planned working time Overnight stays are stored in specific fields Crew member Daily working time Interactive Form Matches Paper Design Support for Offline • Flexibility to work on time sheet without connection to backend system Transaction Completed • Upload Interactive Form once data entry is completed Offline Expense Report NALCO Field Service Example • Problem – Postage & data entry costs on thousands of forms – Paper workflow delayed payment – Customers support costs to provide proof of delivery • Benefits – Eliminated paper costs – Improved service level to customers – Reduced Days Sales Outstanding (DSO) Interactive Forms Solution • The Technician logs on to the web portal to view his/her orders – The Tech will select the order and open it up to view the detail 16 Interactive Forms Solution • From the series of buttons along the top of the screen, the Tech can choose the interactive form (I.e., they will click the CAF button) 17 Forms Solution • The interactive form is split into 3 Interactive sections – Section One provides the customer information – Section Two provides the tech/customer with the task to be performed and what materials are to be used – Section Two also permits the technician to post his/her remarks and recommendations. 18 Interactive Forms Solution • Section Three is where the customer and technician approvals are captured – The Tech will sign off on the form by entering his/her electronic signature, demonstrating his/her approval – After the customer reviews the work, he/she agrees/approves the job (and all related tasks) by providing his/her electronic signature 19 Forms Solution • After the form is approved by the Interactive customer and signed, the technician can load it into SAP KM 20 Benefit & Results • Form can be emailed, as opposed to being sent via conventional mail – • • • 21 We save on postage costs, which were previously incurred by sending thousands of job sheets via conventional mail Less manual errors occur because of the pre-population of the form, as opposed to the manual completion of the form. There is an electronic document that shows completion of the job, if the customer disputes that job was done. Customer signature provides proof that the tech was there and did the job. Conclusion • Interactive Forms is not for every scenario • Pick scenarios that cannot be served by HTML • Leverage forms delivered by SAP • Critically assess the experience of your implementation team – Don’t assume simple forms = easy development • Leverage Adobe expertise JT Wheeler Adobe Systems Incorporated © 2008 Eventure Events. All rights reserved.