How to Integrate SAP CRM Shared Services Framework with SAP ERP HCM

  • by Rajiv Bali, SAP CRM Consultant, SAP India Pvt. Ltd
  • November 25, 2013
Learn about the integration of various HR processes with the SAP Customer Relationship Management (CRM) service center’s front-end solution, Shared Services Framework, which helps improve the efficiency and effectiveness of your shared-service organization. Using the birth of a child as an example, the details for the employee benefits of SAP ERP HCM are covered in depth. Also learn the requisite configuration required on the SAP CRM side and the SAP ERP HCM side in order to complete the integration of the two systems. Finally, a brief overview off the benefits of implementing SAP CRM Shared Services Framework for HR is also covered.
Learning Objectives

Reading this article you will learn how to:

  • Integrate HR processes with SAP CRM’s Shared Services Framework to improve the efficiency and effectiveness of your shared-service organization.
  • Configure the SAP CRM side and the SAP ERP HCM side in order to integrate them both.
  • Select only the appropriate data from SAP ERP HCM and download it to the CRM Shared Services Framework.
  • Obtain the benefits that come from implementing SAP CRM Shared Services Framework for HR.
Key Concept

The Employee Interaction Center (EIC) is a Web-based application hosted on the SAP CRM Shared Services Framework. This application is available to the SAP ERP HCM shared-services center’s agents, also known as HR executives or generalists. The EIC provides these HR employees with a single user interface for access to all systems — whether they are part of the SAP CRM Shared Services Framework or a back-end system such as SAP ERP HCM.

SAP Customer Relationship Management (CRM) Shared Services Framework for HR provides companies with an in-house shared-service center system. It enables a company to outsource services such as payroll, time management, travel, compensation and benefits, and employee life cycle management from the core HR processes to a dedicated shared-services team.

The HR shared-service team has its own dedicated system, the Employee Interaction Center (EIC), which is hosted on SAP CRM’s Shared Services Framework and is integrated with the SAP ERP HCM system. The shared-services team is professionally managed in terms of its service level agreement (SLA) adherence. Features provided by the SAP CRM Shared Services Framework enable managers to monitor and report on processes.

A benefit of the SAP CRM Shared Services framework is that there is now a common interface for employees to use to raise queries by phone, email, or directly by creating an HR service request. As a result, these service requests are visible to the HR shared-services center agent in his or her team inbox in the EIC. Therefore, whichever HR shared-services center agent is available can pick up the HR service request and complete the task required by the employee. Another important feature is that, based on the configured SLA, time requirements dictate when these queries must be resolved. Agents can maintain these requirements in the HR service request.

Rajiv Bali

Rajiv Bali is a SAP certified CRM consultant working with SAP global delivery with seven years of SAP experience. He has vast knowledge in the areas of SAP CRM Shared Services Framework, CRM Service, CRM Marketing, CRM Sales, Employee Interaction Center, and the CRM Web Client UI. You may contact Rajiv on LinkedIn at http://in.linkedin.com/in/rajivbali/.

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