Sales Office vs. Org. unit C4C
Hi AlI, I have a scenario that includes the integration of C4C with ERP.
On ERP, the customer has 3 sales organizations and different sale offices working with these 3 organizations, in other words, a scenario of 1 employee for N teams.
OnC4C, the possibility for the assignment of a single (01) employee in an organization structure is on a 1 to 1 ratio.
Have you ever had a scenario like this one? Any suggestions/recommendations?
In C4C over the years we have invested in integrating the ERP Sales Area concepts into C4C as simple as possible so you have some choice in the two "functional considerations" of access control and SD follow-up processes.
For SD integrated scenarios, you will need 3 big concepts setup in C4C
1. ERP Sales Area master data. This is your Sales Org, Sales Group, and Sales Office, as well as Division and Distribution Channel that gets referenced in C4C
2. ERP Sales Area for the C4C Account, C4C Product, and C4C Employee master data
3. Authorizations to define who sees what based on ERP sales area and/or by C4C territory management
Here is the suggested setup. In this order…
1. C4C specific HR org hierarchy to define what is the correct approval process sales ops wants based on a HR "chain of command". 1 employee to 1 org, hierarchy of orgs. These orgs are not replicated from ERP and the assignment of employees to these orgs is managed in C4C only
2. A flat list of C4C sales orgs that represent all of the ERP sales orgs, sales offices, and sales groups. In C4C there is no difference between these types of ERP sales orgs. Also no relationships between the ERP Sales Org, Sales Group, Sales Office is needed to be maintained in C4C Org master as all you are doing is bring them as master data into C4C. You maintain these relationships in the next step...
3. Replicate the ERP Account, ERP Product, and ERP Employee along with the ERP Sales Area data with it that is maintained in ERP. You will also need to do the fine-tuning to define the C4C code lists for the Distribution Channel and Division as well. Each of the corresponding replicated C4C objects maintains the relationships between ERP Sales Org, Sales Group, Sales Office, along with the Distribution Channel and Division on the C4C master data.
You allow ERP to manage the Sales Org structure in ERP, allow ERP to assign accounts, products, and employees to this ERP structure, and then replicate it down to C4C automatically. This is great for IT as they have one place to manage the SD authorizations for people, products and accounts.
4. Setup Territory management to allow the sales ops to define the front office authorizations (you have already defined the back office authorizations when you replicated down the ERP Employee and the ERP sales area data with it). This is optional if IT does not want to allow sales ops to use Territory management.
5. Setup a business role one for Territory Management authorizations and another business role for Sales Area authorizations
Allow sales ops to decide how they want authorizations to be managed in C4C -> either apply the business role for territory or for sales area for their users.
This gives flexibility for sales ops as some sales teams may want complete control to how they want accounts accessed (via territory management) or others would like IT to manage it via sales area. This is a business decision.
What this setup will do is the following
1. User logs into the solution (business role is applied) and authorizations are given to what accounts they can see either by sales area or by territory
2. Once they open the account they will see the available sales area data that is applicable for the account (replicated and managed by ERP)
3. Once they open their employee profile they will see the available sales area data that is applicable for them (replicated and managed by ERP)
4. Once they create a sales doc like an oppty, quote, order, then the right sales area data will get determined automatically which is basically an intersection of their employee sales area data and the account sales area data. If more than sales org is available, then the user has to choose the right sales org to apply to the oppty, quote, order
From here then when you create the follow-ups in ERP, request price, showing the right products that ERP allows to be sold through the sales area, etc… will exactly work based on what is defined in their sales area data in ERP
Hopefully you can see that it will be a business decision for the customer to decide how they want the authorizations to be handled in their CRM->
1. All via sales area (which is the traditional ERP view of the world and what most SD customers who do not use a CRM are used to) -> Good for IT
2. Hybrid of sales area data for the SD transactions and territory management for account management -> Good for Sales LoB/sales ops
There is no right or wrong with any of them, it just depends what the needs are for the stakeholders of the CRM solution.