If the focus is on native HR functionality requiring process depth within your EIC service
offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include
the handling of concurrent employment scenarios employee authentication integration to
HR processes and forms.
The SAP CRM solution provides greater depth of Interaction Center related functionality
that is not available within the ERP solution.
These functionalities include:
• Campaign management
• Case management
• Multi-tenancy capabilities enabling client switch & BPO environments
• Standard help desk processing methodology including service request handling &
problem management
• Intent driven interaction
• Billing and charging for delivered services
• User interface flexibility and personalization
Is CRM already in place, planned or a potential future need/consideration?
If not, from a technical standpoint - why take on the overhead of CRM?
The ERP based solution is geared towards implementations involving a central HCM
system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.
If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM
Interaction Center. Consideration should also be given to note 1256691 indicating that "the
functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee
Interaction Center component (PA-EIC) constitute the final range of functions."
SAP's direction is to establish one common shared services platform based on CRM
technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared services platform
in additional to providing functional enhancements for comprehensive scenario coverage
across shared service center topics.
offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include
the handling of concurrent employment scenarios employee authentication integration to
HR processes and forms.
The SAP CRM solution provides greater depth of Interaction Center related functionality
that is not available within the ERP solution.
These functionalities include:
• Campaign management
• Case management
• Multi-tenancy capabilities enabling client switch & BPO environments
• Standard help desk processing methodology including service request handling &
problem management
• Intent driven interaction
• Billing and charging for delivered services
• User interface flexibility and personalization
Is CRM already in place, planned or a potential future need/consideration?
If not, from a technical standpoint - why take on the overhead of CRM?
The ERP based solution is geared towards implementations involving a central HCM
system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.
If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM
Interaction Center. Consideration should also be given to note 1256691 indicating that "the
functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee
Interaction Center component (PA-EIC) constitute the final range of functions."
SAP's direction is to establish one common shared services platform based on CRM
technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared services platform
in additional to providing functional enhancements for comprehensive scenario coverage
across shared service center topics.
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