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CSD Customer Service Delivery

Topics in CSD

Service Request Activities

Feed Back Questions


Audit (Internal Purpose) Master Data.

Recently Included (Currently Production, they may use in future)


CSD Opportunities CSD Responses CSD Revenue CSD Campaign Contact List

Service Request: Activities:

The call centre agents use Siebel application for logging Service Requests against customer records. (2 cube) An Activity records each action taken to resolve a particular Service Request and may include records of phone calls, emails and letters, reminders to contact people on a given date/time, etc. Activity records are also created automatically from the telephony system. (2 cube) This will allow BP to monitor how our customers think we are delivering our service to them (1 cube) Audit is not part of Business Requirement but used to capture errors that occurred in Informatica. (1 cube)

Feed Back Questions:

Audit (Internal Purpose): Master Data:

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Architecture of CSD
Portal

Presentation

Outbound Reporting Layer

(Cubes)

BW

Staging Layer

(Reporting)

Inbound Layer

(Sources)

SAP BW Powerconnect Generate BAPI

Loading Layer

ISE
Informatica

Transformation Layer

SAP/ SIEBEL

Business Logic

Extraction Layer

Siebel Powerconnect

Delta Siebel

Change Capture Layer

Deltas

Business Object Layer

CSD

Business Object Definitions

Data Object Layer

dB table

ODS data

OLAP Cubes

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Reports
D1705 SLA Compliance-

This report provides a number of KPIs and associated metrics in respect of service level agreement compliance. It is centered on the areas of Service Level, Customer Trends and the efficiency with which Service Request/Complaints are being resolved.

D1734 Request Resolution AnalysisD1902 Complaints-

This report provides the metrics required to illustrate the resolution of service requests, of type Service Request, Administration Service Request, Complaint, Technical Service Request, Field Service Request
This report provides a number of key performance indicators (KPIs) and associated metrics in respect of compliance of service level agreements (SLAs) for complaints and repeat complaints.

D1706 Service Request Activity DistributionD1707 Call TransferD1475

This report provides a number of key performance indicators (KPIs) and associated metrics with respect to the number of service requests (SRs) being re-routed for more expert resolution This report provides a number of key performance indicators (KPIs) and associated metrics with respect to measuring and monitoring the change of front line Customer Service Representatives (CSR) for incoming calls.

Feedback Analysis- This report provides a number of metrics in respect of the feedback that has been received from customers. Only feedback that is solicited (i.e. customers are asked a set of questions) is considered for this report ART Reports 1) D1705 SLA Compliance 2) D1706 Service Request Activity Distribution 3) D1475 Feedback Analysis 4) D1718 Customer Account Breakdown

In CSD we have around 15 reports http://saperv.seg.bpglobal.com:50000/irj/portal

Data Sources in CSD

ZCSDSBL_MD_CUS01 ZCSDSBL_MD_CUS02 ZCSDSBL_MD_CUS03 ZCSDSBL_MD_CUS04 ZCSDSBL_MD_BP01 ZCSDSBL_MD_BP02 ZCSDSBL_MD_BP03 ZCSDSBL_MD_BP04 ZCSDSBL_MD_REL1 ZCSDSBL_MD_LOV1 ZCSDSBL_TD_SR1 ZCSDSBL_TD_ACT1 ZCSDSBL_TD_FB1

Continue . Info Package in CSD

Process Chain In CSD This chain is triggering near abt. 6:00 CET.
ZXC_W1_DLT_BATCH_LOAD_CSD (Tech Name)

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Daily Activities

ETL Activities
Daily Activities : Once after the Chain finishes the Load we have to take the record count and we have to send to informatica team Informatica will confirm with record count . Once after getting confirmation we will update the same in BP Share Point No Need to send any mail business abt. load status. Monthly Activities : Every Month around 23rd or 24th we have to send a mail to TWS to schedule Job Job Name: CSD DELTA LOAD User: WF-BATCH SAP BI Server name: sapwrm.bp.com Time: 5 AM GMT

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