Shared Services Framework used to be an Add-on Solution sitting on a SAP CRM Java Stack system. Since S/4HANA has an integrated CRM in it´s core, the SAP Shared Service Framework is now an integrated part of the S/4HANA Suite as well. it´s an intelligent solution that can help you enhance the operational processes of your company. With this in place, it is possible to control and leverage the structure of different departments of a company such as finance, SAP HR (Human Resource), and IT to name a few. It improves the overall efficiency and effectiveness of an organization.
integrated end-to-end automation with Shared Services Framework on S/4HANA
When a software has so much impact on numerous departments at once, it becomes quite important that it is a vital part of the company. The SAP shared service framework underlines services developments that can be applied across various functional areas of a SAP system. LIMESSO successfully implemented Shared Services Framework several times. We provide proven solutions and specialized expertise to some of the world’s most recognizable brand names. For finance shared services, SAP supports all frequently rendered shared services with its SAP ERP modules Invoice Management, Receivables Management, Intercompany Consolidation and Financial Reporting modules.
Recognising the trend to manage finance as a supply chain, SAP offers a set of financial supply chain solutions, namely SAP Collections Management, SAP Credit Management, SAP Cash Management, SAP Dispute Management, SAP Biller Direct and SAP Bank Communication.
SAP provides a platform for the SSC to bill clients in various industry contexts, act as a collection agency and manage disputes related to the outstanding payments. Receivables Management also automates necessary follow-ups. SAP provides a framework of enablers for shared services that spans functional domains, supporting true multi functional Shared Services.
The SAP CRM interaction centre uses unique integration points with application processes to ensure efficient communication between the process constituents. A service level management solution enables definition and tracking of business service levels to ensure delivery meets expectations.
SAP Shared Services Framework
You use Service Request Management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
They enable you to measure and evaluate the quality of services provided.
Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery.
A typical business scenario for using the Service Request Management is the IT Service Management. In this scenario you use the Service Request Management to track and resolve issues within the IT infrastructure of your customers or your own organization.
You can use SAP NetWeaver Business Intelligence to provide detailed content for extensive analyses.
You can use the integration with E-Mail Request Management System (ERMS).
E-mails sent to the service desk through ERMS automatically generate a service request, and subsequent replies are also automatically linked to that service request.
In the Shared Services Center and the Employee Interaction Center you can use CRM surveys to evaluate services performed as a result of a service request. Surveys can be assigned to service request categories or time periods and they can be triggered by the status of the service request.
Accounting Interaction Center
Accounting Interaction Center
With the Accounting Interaction Center (AIC), you can operate Financial Shared Services.
For example, AIC agents can access open vendor invoices, accounting segments of customer master data, or travel expense reimbursement in ERP systems.
The Accounting Interaction Center contains all the standard features of the interaction center (IC). In addition, AIC agents can use the following functions:
Start FI and CO Transactions from the AIC
Display the Account Fact Sheet for Customers and Vendors
Link FI and CO Objects with Service Requests
Search for External Documents
Integration with SAP Biller Direct
Integration with SAP Collections Management
Integration with SAP Dispute Management
In the ERP system, ERP users can use the following AIC functions:
Manual Creation of Service Requests
Automatic Creation of Service Requests
Search for Service Requests from an ERP System
Dispute & Claims synchronized Integration
For several Clients we implemented the Shared Services Framework Solution.
Order to Cash / Customer Service, Finance, Shared Services End-to-End Process Integration (Dispute & Claims Integration)
To be able to synchronize Complaints, Claims and Disputes we have integrated CRM Order Management and Trade Promotion Management with the Accounting Interaction Center.
This allows full synchronization and visibility for all process participants and provides data out of one single leading source.
LIMESSO Services for Shared Services Framework
LIMESSO has implemented Shared Services Framework for several global organizations within the last 10 years.
Your ideal Solution to make a business case:
Shared Services Assessment:
Providing and Assessment of your current Shared Services Solutions and Processes
Current Process Costs and Analysis
Value stream analysis
Process Re-engineering and cost/benefit analysis
Provide Savings Report in case of full automation
Solution Concept & Design
Solution Implementation and Rollout
Business Case for Shared Services Framework
With processing costs included in different departments being minimized, the money can be invested smartly in other areas that would help a company expand, grow and succeed.
Since the framework is uniform for all the branches of a global company, the cat of monitoring tasks become easier and the processes become more transparent. This transparency further leads to increased efficiency and improved procedures for all involved tasks.
One of the attractive features for any software is how quickly it can be implemented in an organization set-up without disrupting the working environment. SAP shared service framework can not only be implemented quickly but also provides regular updates that enhances its performance. Additionally, it is equipped with tools and practices that can take effect on the entire global organization at the same time.
Interconnection between systems:
This framework provides a seamless interconnection between different systems of a company. Most of the times, there are tasks in the company that need to be processed, shared and executed on different systems. Some of the underlying business processes may not be in same system as the transactions and data. All these need to be connected to a function properly. The SAP Shared Service Framework facilitates this ability and connects various tasks across diverse systems. The extended cooperation provided by the framework ensures that the continuity of the work persists and successful results are achieved.
- John Harmath
- +49 69 9001 2983