Explain SAP CRM channels?

Answer

SAP CRM provides implementations for different channels within your business such as Internet, telephony, field sales, and partners which leads to the optimization of your customer interactions. For all the different channels supported, SAP CRM provides your employee with an intuitive and user-friendly interface to carry out their daily work.

• Back-office: This is Role based web access. For each relevant task in the service, sales and marketing it represents the single point of entry. All relevant systems are assigned to a Business Role which is assigned to employees. Thus, an employee can get all the relevant systems into a single UI.
• Field Service or Offline-User: SAP CRM offers several field applications for field service representatives which they can access anywhere, anytime. These applications are developed for handheld devices.
• Interaction Center: SAP CRM provides the customer care employees with an interface which is comprehensively integrated with different communication channels like phone and E-mails. Also, it includes various features with which the employee can use while in communication with the customer for making note or working on the transaction itself.
• WebChannel Management: with this SAP CRM enables E-service, E-commerce, and E-marketing platform. These platforms are to provide personalized, reliable and convenient service to the target customers 24x7x365. This enables end customers to access & research data and with that as per requirement purchase services or products anytime, anywhere.
• PCM – Partner Channel Management: This interface is provided to support collaboration with resellers, dealers, agents etc. It combines the Web Channel Management with regular CRM to provide a complete solution for partner management.