Incident Management: customer management

[Former Member]

Hello!

We are already using Incident Management with SOLMAN 7.1 SP8 in order to create and proceed tickets for several customers (VAR).

Now we are interesting to extend the usage of Solution Manager in area of Customer management:

1) search customers

2) classification of customers (A, B, C)

3) show the sap user/password information of certain customer information

4) show the contract of customer

Does Solution Manager 7.1 SP8 provide such functions or is it planned with next Support Package to implement such functions?

kind regards

[richard_pietsch]

We are using the work centers in solman. As we did not find any standard "customer management" functionalities that match our requirements we developed our own work center for support members containg all customer facts, queries, contacts, contarct data, system and user data among many other support functions..

Regards

[Former Member]

Hello Richard,

very interesting!

Did you develop such functions with your own members of your company or with SAP AG?

How many effort did it take to implement such functions?

Do you have some information whether or not SAP is planning to implement such functions in next Support Packages?

regards

[richard_pietsch]

Hi Alex,

we developed it on our own.. without SAP.

It's hard to say how may effort it took as we integrated some reporting functions we deleveoped earlier and used it basically in SAPGui (e.g. to read the system and user data) and did a continual improvement. Maybe in sum 2 months? I really can't say

I do not know about a planned "customer cockpit" provided by SAP...

Regards

[Former Member]

Hi Richard,

many thanks again!

With new CRM Web Ui within Solution Manager 7.1 I think that we can consider own development on this basis (CRM Web UI).