Capture Important Milestone Dates Based on Process Status Changes

  • by Susana Messias, SAP CRM Consultant, BBKO Consulting
  • July 6, 2011
While implementing SAP CRM sales and service functionalities, process owners always want to capture the main milestone dates in which a process is executed. Typically, these dates are integrated with a change of business transaction status. SAP CRM offers both date and status configuration; however, it does not offer a functionality that allows a date determination based on a status change. Find out how to capture the current date on a specific date type for a business transaction based on a status change. Using this technique, you can capture important process milestones in customer service and other activities.
Key Concept
The SAP CRM event handler is a standard tool in the processing of business transactions. The event handler is used to call function modules when a specific event is triggered (e.g., a business transaction status change). Although the event handler is not a well-known tool, it offers a great opportunity to enhance system behavior during business transactions maintenance.

In interaction scenarios that involve customer support, it is important for companies to capture milestones of the process. For instance, it is interesting to know when the first customer contact happens, when a second level of support is involved, when the solution is given, and when the support interaction concludes. These milestones are usually related to the status assigned to a process. For example, in a customer support process you may have the following statuses: Open, Transferred to 2nd Level, Solution provided to customer, and Completed.

If companies gather the dates on which each status occurs, they can analyze how much time they spend giving a customer an answer, verify whether agents are accomplishing service level agreements, discover in which step of the process bottlenecks arise, and explore how much time a customer support process takes.

To ensure accuracy on these dates, SAP CRM can set them automatically based on status changes and optionally prevent manual modifications by users. Some companies forbid users to change the dates to ensure no one manipulates the dates. SAP CRM provides date profile and status profile configurations for business transactions that accomplish a part of this requirement, but SAP does not have any standard solution to automatically determine a date based on a business transaction’s changed status. I explain how you can do this on your own.

Susana Messias

Susana Messias has an administration academic background and has been a CRM business consultant since 2002. She has participated in several CRM projects implementing interaction center solutions with sales, service, and marketing functionalities, and she is certified in these solutions.

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