Technical place servicing integration

• US 7,870,561 B2
• Filed: 04/30/2007
• Issued: 01/11/2011
• Est. Priority Date: 04/30/2007
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Nogge, Wolfram, Kaefer, Ralf
• Primary Examiner(s): WU, QING YUAN
• Application Number:
  US11/799,048
• Publication Number:
  US 20080271052A1
• Time in Patent Office: 1,352 Days
• Field of Search: 719/313, 719/315, 719/320, 705/7, 705/305
• US Class Current: 719/313
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

A method includes providing a technical place object to a Customer Resource Management (CRM) system wherein the technical place object includes information from an Enterprise Resource Management (ERP) system about a technical place including information associated with servicing the technical place. A service object may be provided to the ERP system wherein the service object includes information from the CRM system including information based on the technical place object and a service request associated with the servicing of the technical place. The CRM system may be provided an update of the service object wherein the update is based on a response to the service object by the ERP system.

Claims

1. A method comprising:

providing, via one or more processors, a technical place object to a Customer Resource Management (CRM) system wherein the technical place object includes information from an Enterprise Resource Management (ERP) system about a technical place including information associated with servicing the technical place;

providing, via the one or more processors, a service object to the ERP system wherein the service object includes information from the CRM system including information based on the technical place object and a service request associated with the servicing of the technical place; and

providing to the CRM system an update of the service object wherein the update is based on a response to the service object by the ERP system.

2. The method of claim 1 wherein the providing a technical place object comprises loading at least an instance of the technical place object from the ERP system to the CRM system, wherein the ERP system maintains the technical place object.

3. The method of claim 1 wherein the providing a technical place object comprises:

receiving a request associated with the information about the technical place, based at least in part on the service request; and

providing the technical place object to the CRM system in response to the request.

4. The method of claim 1 wherein the providing a technical place object comprises synchronizing the technical place object between the ERP system and the CRM system.

5. The method of claim 1 wherein the providing a service object comprises:

determining a priority of the service request; and

providing the service object to the ERP system based on the priority.

6. The method of claim 1 wherein the providing a service object comprises:

providing the service object to the ERP system, wherein the ERP system is configured to respond to the service request, based at least in part on the service object.

7. The method of claim 1 wherein the providing to the CRM system an update comprises:

receiving the update from the ERP system; and

providing the update to the CRM system.

8. The method of claim 1 wherein the providing to the CRM system an update comprises synchronizing the service object between the ERP system and CRM system.

9. The method of claim 1 wherein the providing to the CRM system an update comprises updating at least a portion of the information from the CRM system included with the service object.

10. A system comprising:

one or more processors executing code to provide an Enterprise Resource Planning (ERP) system that includes a technical place object associated with the ERP system wherein the technical place object includes information associated with servicing a technical place;

one or more processors executing code to provide a Customer Resource Management (CRM) system configured to determine a service object wherein the service object includes information based on the technical place object and a service request associated with the servicing of the technical place; and

wherein the one or more processors executing code to provide the Enterprise Resource Planning (ERP) system are configured to determine an update associated with the service object wherein the update is based on a response to the service object.

11. The system of claim 10 wherein at least a portion of the information associated with the servicing of the technical place is maintained by the ERP system.

12. The system of claim 10 wherein the technical place object includes layout and equipment information associated with servicing the technical place, and wherein the service request is associated with the equipment.

13. The system of claim 10 wherein the technical place object includes a service level agreement associated with servicing the technical place.

14. The system of claim 10 wherein an incident agent is configured to receive the service request.

15. The system of claim 14 wherein the one or more processors executing code to provide the CRM system are configured to generate the service object from the technical place object and the service request as received from the incident agent.

16. The system of claim 10 wherein the one or more processors executing code to provide the ERP system determine, based on the service object, that a technician responds to the service request at the technical place.

17. A method comprising:

providing, via one or more processors, to a Customer Resource Management (CRM) system, a technical place object including information associated with servicing a technical place;

receiving, via the one or more processors, a service object including information from the CRM system wherein the service object is based on the technical place object and a service request associated with the servicing of the technical place as received by the CRM system; and

providing, via the one or more processors, an update to the information from the CRM system wherein the update is based on a response to the service object.

18. The method of claim 17 wherein the providing to a CRM system comprises providing the technical place object as maintained by an Enterprise Resource Planning (ERP) system to the CRM system.

19. The method of claim 17 wherein the providing an update comprises:

determining the response to the service request based on the service object.

20. The method of claim 19 wherein the providing an update comprises:

receiving the update based on a response to the service request by a technician; and

updating the service object wherein the service object is maintained by the CRM system.