Design Considerations for IBase in SAP CRM

  • by Praveen Peddibhotla, Principal-Management Consulting Services, Infosys
  • Raghurama Gurrala, Lead Consultant, Infosys
  • April 30, 2013
Discover considerations for your organization’s Installed Base (IBase) design, and learn about the links between these considerations that allow you to better understand your customers’ purchases and installations.
Key Concept

Some of the key metrics in SAP CRM 6.0 and 7.0 implementations are operational efficiency and quicker response times. An Installed Base (IBase), which is where customer purchases or installations are maintained in a structured format, is one of the most important functionalities organizations can use to achieve these metrics. With IBase, Interaction Center agents can retrieve customer installation information during the creation of service orders or service requests, and on-site service professionals can view customer information and determine accessories required for service. Customers can also use IBase to view their own installations with Internet Customer Self-Service (ICSS).

Information about customer purchases and installations are key data points that organizations need to have access to, so it is essential to be able to maintain and refer to this information for various purposes.

Here is a typical scenario: A company purchases heavy equipment to be deployed across multiple locations—for example, their Plano and Chicago locations. All purchases (known as equipments in the system) across all locations make up the Installed Base (IBase) structure, with each equipment number representing an Individual Object (IObject). Based on the unique needs at each location, the company can create different IBase structures for each shipping location, increasing operational efficiency.

That said, with increased channels for sales and service, it has been a challenge for some organizations to maintain and update their Installed Base (IBase) information. In this article, we highlight various considerations for optimal IBase design. We also reveal the links between sales ordering, delivery, customer support, and customer service processes so you can derive a full view of your customer’s purchases or installations.

Praveen Peddibhotla

Praveen Peddibhotla is a certified SAP CRM professional with over 14 years of experience. He spent seven years in enterprise application implementations across multiple industries and is currently working with Infosys Management’s consulting services unit as a principal consultant. Praveen’s core expertise is in leading and deploying transformation-based SAP CRM solutions across the retail, consumer products, and healthcare industries. He also has experience in sales in the petro-chemical industry.

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Raghurama Gurrala

Raghurama Gurrala is an SAP CRM professional with more than 16 years of industry experience and eight years of SAP CRM experience. He has worked on various SAP CRM projects, including green field implementations, upgrades, enhancements, and steady state support projects. He has rich process experience across many industry verticals, including retail, high-tech, utilities, and pharmaceuticals. He is currently working with Infosys as Lead Consultant. You may contact Raghurama via email at gurralaraghu@gmail.com.

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