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Table Of Contents

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Objective and Scope

Objective of this Procedure

This document describes the process to handle Customer Master Data to create, modify and extend a new/existing customer accounts in PRS (PF1_50) and RCS (WP1_400) environment and describes the roles and responsibilities of each actor in this process.

Scope

Data Operations Team based in Riga is responsible to handle all Technology Solutions, Composites, Novecare Customer Master Data for all regions and Intercompany extensions and Sales area data updates. 

Requests for Intercompany customer record general data creation/general data modification are within Lisbon SBS team’s scope.

Definitions

Roles & responsibilities of each actor 

The initial  requester - Requests for new customer creations and/or changes can be received through Service One as a ticket.

Data Operations Team (Part 1) - Every customer setup or maintenance request should be registered in Service One. Requests received through personal Mailbox should also be entered into Service One.
When initial requests are received, Data team member will perform required validation checks and will initiate/modify Salesforce workflow for new creation or modification in PRS. If only sales data is changed then changes will be performed directly in RCS.

Data Operations Riga & Lisbon - Data Operations team in Riga and Lisbon are responsible for validation of the submitted WF’s. This includes general data setup, duplicate check in PRS and establishing a link in Extra Master Data between RCS and PRS customer records as well as link between Payer (account group 0003) and Sold-to (account group 0001).

Data Operations Team (Part 2) - Completed WF returns to Data Team after approval of Data Controller with PRS customer reference number. It is under Data Team responsibility to check whether all the required information was provided to continue with customer set up in RCS. DM creates customer for respective SO/Distribution Channel/Division combination and forwards all setup related documentation to Credit Manager in order to have credit data completed.

Credit Manager - Credit Manager is responsible for credit data maintenance that includes payment terms and credit limit established for customer account in PI1. (PI1 synchronizes with PRS only once a day).

Process Flow

Technology Solutions & Novecare (New Setups)

Aerospace (New Setups)

Systems overview

In Solvay customer master data is being maintained in four systems – PF1_050, PF1_020, WP1_400, PI_020.

CRM - (Customer Relationship Management Tool) - used to manage a company's interaction with current and potential customers. Salesforce (SF) is the CRM tool used at Solvay. 

Salesforce request is initiated in CRM by Customer Service. Once customer general data is completed by Customer Service Representative, created prospect can be converted into SAP account. It happens through Customer Workflow, which is created automatically once request for conversion is submitted. 

Customer Workflow functionality is used in PRS to request customer creation and changes. Data Management team modifies and approves Workflows initiated by CRM or submits Workflows manually in PRS (PF1_50). After that the Workflow is routed for validation and as soon as it is approved, customer code is generated in the system. Data Operations Representative completes the setup in PRS (PF1_50) and RCS (WP1_400) and Credit Manager completes credit data in CICC (PI1_20). 

PRS (PF1_050) – is used to maintain general data of the customer (name, address, registration number, general contact information, bank details). This information is automatically distributed to the rest of the systems (WP1, PI1, PF1_020 ).

RCS (WP1_400) – is used to maintain customer company code and sales organization information. Once customer general information has been changed in RCS (WP1_400) changes will appear in the CRM system.

PRS (PF1_020) – has similar functionality as RCS, but used by Solvay companies, which are not in Riga Data Operations scope.

CICC (PI1_20) - is used by Credit Management to set up and maintain customer credit data.  

Customer account structure

 Every regular customer consists of 4 roles:

Customer account group defines role of the customer and is chosen upon customer creation.

Receiving a request

New customer creation (including new ship-to accounts) requests must be initiated only through CRM (SF) by CSR. Once request has been submitted in CRM, workflow will be created in PRS and DM Riga will receive automatically generated CRM request form which should include all necessary documentation. 

Prerequisites

Following checks need to be performed before proceeding with customer creation/change.

Duplicate check

To check if the customer already exists in the system, execute transaction XD03. The check should be performed in both systems: PRS and RCS. Duplicate check in PRS is also done automatically by the workflow, but it’s not as specific, therefore manual duplicate check is mandatory.

It’s advised to use three types of searches:

• by Name (in combination with country code)
• by Address (postal code & country)
• by Tax Information

In order to access search enter transaction XD03 and click on the “search box”. In PRS/RCS you can choose several options on how to search for duplicates. It’s advised to use Customers (general), Customers by Address Attributes, Customers by Tax Information.

If the customer is not created in the system, you can proceed with its creation. If it is already created, check for possible updates and forward the number to the requester.

Required documentation

Upon receiving request for customer creation, changes, extension, re-activation check whether mandatory documentation is attached.

All rules and document requirements depending on GBU can be found by following the links below: 

Technology Solutions

Novecare, Aroma & Silica:  

Aerospace:  

Data Validation

In order to create customers correctly, there are mandatory data validation rules. Please follow this  link  to see validation WI with all the rules for specific systems and web pages where validation is performed.

For WP1 customers mandatory validation applies to:

1. VAT numbers for EU customers
2. TAX ID for Brazilian, Peruvian, Chilien, Canadian, Norwegen, Australian, India and Thailand customers
3. DUNS number verification

Main rules for customer creation and modification

When creating a new WF request, there are some rules that must be strictly followed:

• All the information must be entered in UPPER CASE;
• No special characters and country specific alphabetical letters are allowed. Country specific alphabetical letters must be changed to English letters, for example,   Está to ESTA, Pröll to PROLL, Associação to ASSOCIACAO. 

• Abbreviate as follows (if applicable):

• No spaces are to be entered for company names with alphabetical abbreviation - example, ABC CO and not A B C CO
• For company business type, if it is written as : S.A.S., S.A. or S.A.S.U. no dots and spaces should be used - correct setup is SAS, SA and SASU.
• When customer has another name like a DBA (Doing Business As) / T/A (Trading as) is mentioned in the Credit Application/Purchase order, this name should be written in the second line with “DBA” in the beginning.

Customer creation via workflow 

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PRS (PF1) is the main system where all customer general data is stored. It’s connected with WP1 where data is transferred after submitting a Workflow.

Transaction Z1S_CWF_REQUEST_LIST can be used to review the list of requests and their current status.

If Salesforce generated WF for incorrect account group, or you want to create payer and sold-to in one WF, in order to avoid double work caused by separate account creations, you can use the steps described below:

1. Use transaction Z1S_CWF_REQUEST
2. Fill in search term, city and country, which exactly matches with information from Salesforce request for account conversion.
3. Select new account group you need.
4. In the result list click “Create from Request number “ and specify the request number received from Salesforce.
5. Check if the account group has been changed correctly.

See below fields to be completed/verified in the Workflow:

Save record: 

Confirm Sold-to creation (if needed):

Once confirmed, workflow is submitted and will appear in the inbox of Data Operations teams. Once the record is reviewed and approved by Data Controller you will receive a notification to your e-mail containing sold-to/payer or ship-to number in PRS - for sold-to and payer you will receive two separate notifications to your personal mailbox with PRS account numbers provided.

Workflow approval

Find request number and open it by pressing Execute  .

Request type will be displayed as below - either it is a new creation or modification of an existing account.

Customer creation in WP1 (RCS)

Once this information is completed press on  icon or F8 to proceed. 

Payer General view setup 

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Payer Sales view creation (extension)

For the initial creation in WP1 customer general view should be completed as described in Payer General view setup . But then customer should be extended to sales area by creating a sales view. Sales view creation is equal to extension.

In case if customer extension is requested, it means that existing customer account must be opened for new sales area. Company code will be generated automatically, if you perform extension by using transaction ZWOC06T.

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SP Horizontal nav item anchor 79649004 name Sales Sales Section Column width 50% Exch. Rate Type is based on sales organization, so no matter where the customer is located, if it will be extended to a sales area in LAM, we have to fill the corresponding ERT. This is a mandatory field for all sold-to/payers customers under Sales Areas starting with MX, CL, BR, PE. Sales area ERT BR.. (Brazil) LBRD MX.. (Mexico) LMXD PE.. (Peru) LPED CL.. (Chile) LCLD If due to some reasons, system shows the following error for another sales area (red error, which doesn't allow to save the record), choose exchange rate type from the list (full list available in SAP) based on Country code from Sales Org. E.g. for IN12 → LINE (as per screenshot below) Column width 50% SP Horizontal nav item anchor 977970413 name Billing Documents Billing Documents Section Column width 50% Field Description Rebate always checkmarked Price determin. always checkmarked Terms of payment populated by Credit Management. In sales order payment terms are pulled from Payer account and it's important to verify that terms are correct on Payer account. This information is maintained by Credit department.  Taxes automatically populated with “1”. If blank, populate as “1”. Column width 50% SP Horizontal nav item anchor 1087351249 name Environment/Extras - Additional data Environment/Extras - Additional data Note Mandatory for all Payer and Sold-to accounts. Section Column width 50% For new creation the path to Additional data is Environment - Additional data. For account extensions the path to Additional data is Extras - Additional data. Column width 50% Section Column width 50% Field Description Customer grp 1 (location) used for sales area CN41 and sales areas starting with KR. Populated for Payer, Sold-to and ship-to: 001 - Domestic 002 - Export Payment method populate as indicated in the request. If not provided, populate with value 004 - Bank Transfer. Invoicing rule populate as indicated in the request. If not provided, populate with value 002 - Billing by order. Column width 50% SP Horizontal nav item anchor 855399075 name Thailand Branch Details Thailand Branch Details Note Applicable only for domestic Thailand customers (payer, sold-to, ship-to): Customer is located in TH. Active for TH01 Sales Org. Sold-to/Payer active for 7774 company code. Populate as '00000' for all Thailand customers (domestic sales). No need for International customers (export sales) as it impacts Thai Taxation.  Upon request value can be changed to 00001-00009/000010 SP Horizontal nav item anchor 992483720 name Extra Master Data Extra Master Data Note Extra Master Data must be corrected/added in RCS and PRS systems Section Column width 50% Field Description PRS customer code Corresponding customer code in PRS PRS Main Payer Main payer of the customer. Usually the same as PRS Payer, with exception when payer-bis has been created. PRS payer Payer code in PRS. These numbers can be taken from automatic notifications, informing that WF has been approved and containing the new PRS codes. Save the record Column width 50% Section Column width 50% Once the record is saved, go back to PRS and by using transaction XD02 check an correct, if applicable,  Extra Master Data links there:  Field Description PRS Main Payer Main payer of the customer. Usually the same as PRS Payer, with exception when payer-bis has been created. PRS payer Payer code in PRS. RCS Customer code Corresponding customer code in RCS. These numbers can be taken from automatic notifications, informing that WF has been approved and containing the new PRS codes. Save the changes Column width 50%

Payer Company view creation (extension) 

Company code view normally is created automatically upon sold-to and payer account extension to new sales area. In case company code has not been created automatically, you can create it manually via transaction XD01.

Sold-to General view setup 

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Note that sold-to account general data has additional information to fill in on General data level which differs from Payer setup.

After going through all general data view screens press save and two more pop-up windows will appear - you can skip them by pressing enter or   and yes.

Sold-to Sales view creation (extension) 

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SP Horizontal nav item anchor 79649004 name Sales Sales Section Column width 50% Field Description Sales Office A physical location that has responsibility for the sale of certain products or services. Provided by requester. Also can be determined by location of CSR, requesting creation/extension. Note For Novecare all new creations/extensions in which the account will be handled in Lisbon the sales office must be 0113 even if the CSR is not yet in Lisbon, ecept APAC region - there could be different sales office.  Sales Group Sales manager. Provided by requester. In SF request - account owner. Customer group Mandatory field for all GBU’s and is used for Solvay Export Compliance Policy purposes. In SF request - GBU Account Sub-type Customer group GBU Account Sub-type Description 01 Industry End-User Mainly 01 for Direct Customers 02 Trade Trader 02 for some internal flows (Raw Materials purchase) 03 Distribution Distributor For Distributors 04 Service Provider Service Provider (Consultant, Testing Laboratory) When no goods are invoiced but only financial costs (freight charges, compensation etc.). Very rare as servicing invoices/credit notes should be used. Currency Currency used for the customer. Provided by requester. Note Aerospace customers located in China will have either US37/0B/75 with USD currency OR CN41/0B/75 with RNB/CYN currency. PP cust. proc. For Aerospace Sales areas always "B". For Novecare NAM customers always "A" Enables cross selling products button in Sales Order creation/maintenance. Exch. Rate Type Based on sales organization, so no matter where the customer is located, if it will be extended to a sales area in LAM, we have to fill the corresponding ERT. This is a mandatory field for all sold-to/payers customers under Sales Areas starting with MX, CL, BR, PE. Sales area ERT BR.. (Brazil) LBRD MX.. (Mexico) LMXD PE.. (Peru) LPED CL.. (Chile) LCLD If due to some reasons, system shows the following error for another sales area (red error, which doesn't allow to save the record), choose exchange rate type from the list (full list available in SAP) based on Country code from Sales Org. E.g. for IN12 → LINE (as per screenshot below) Cust.pric.proc. Always ‘1’ Cust.Stats.Grp Always ‘1’ Column width 50% SP Horizontal nav item anchor 451591730 name Shipping Shipping Section Column width 50% Field Description Shipping Conditions General shipping strategy for the delivery of goods from the vendor to the customer. Provided by requester. Relevant for POD Check-marked if proof of delivery (POD) processing needs to be activated for the customer. Provided by requester. Order Combination Always unchecked Technology Solutions, Novecare, Aroma, Silica Aerospace Complete delivery Always checked Always unchecked Part.dlv./item Always ‘C’ Blank Max. partial deliveries Always '0' Always '9' Underdel  Tolerance Always ‘5’ Always '10' Overdelivery Tolerance Always ‘5’ Always '10' Column width 50% SP Horizontal nav item anchor 977970413 name Billing Documents Billing Documents Section Column width 50% Field Description E-Invoicing Indicates if the invoice should be sent via email. Mark it if invoicing contact is provided. Note Do not checkmark for Latin America & APAC SO's Rebate Always checked Price determination Always checked Invoicing dates Completed for JP & KR customers if applicable. Identifies the calendar that determines the schedule of billing dates for the customer. By default, the invoice date will be the delivery date. Check CRM request. InvoicingListDate Identifies the customer's factory calendar that is used during the processing of invoice lists. For JP sales organizations always use value ZM Services Monthly Invoicing Calendar Incoterms Commonly used trading terms that comply with the standards established by the International Chamber of Commerce (ICC). Provided by requester Incoterms 2 Additional information for the primary Incoterm. The characters must be in capital letters and without accent. If not provided, use dot “.”, since this can be corrected on order level by CSR. For Aerospace following table can be used: Incoterms Destination EXW ORIGIN FCA* ORIGIN   *if customer pick-up (prefered Incoterm over ExW) FOB** ORIGIN  **for US ground domestic customer pick-ups Only.  DAP DESTINATION DDP DESTINATION Other Port/Place name (If not provided use ".") Terms of payment Usually not populated for Sold-to accounts. Do not modify even if it is not grayed out. See Appendix - Credit Control Representatives for the correct Credit Manager to be contacted in case any changes are needed. If terms are populated and do not match Payer account, there is no need to reach out to Credit Management, as terms are populated in Sales Orders from Payer. Tax Data Auto Filled with ‘1’ - if blank, populate with ‘1’ Column width 50% SP Horizontal nav item anchor 1347456360 name Documents Documents Used for activating E-invoicing output. If E-invoicing is not requested, leave it blank. Section Column width 50% Field Description Output type always 'ZEI1' Language Customer main language. Should match with language set up in main address screen. Transmis. Medium always '8' Dispatch Time always '1' Number always '1' Column width 50% SP Horizontal nav item anchor 720826877 name Partner Functions Partner Functions Please see below description on more standard Partner Functions. Please see Appendix Contact Persons & Partner functions for more details. Section Column width 50% Field Description SP Sold-to Grayed out as this number should be never changed. SH Ship-to First SH function must always remain the same number as Sold-to, indicating that Sold-to address also functions as Ship-to address. Additional ship-to parties can be added as additional SH functions. PY Payer Change Sold-to number to its RCS Payer number. BP Bill-to Change Sold-to number to its RCS Payer number. If Billing address is different from Sold-to and Payer address, then separate Bill-to account needs to be created and linked here as Bill-to party. Note For Japan Sold-to and Bill-to numbers should be equal - do not change it to Payer number. ZI Customer Service Representative Add as per the request Q1, Q3, Q4, Q5, ZX - COA receiver Add as per request. Q1, Q3, Q4, Q5 - COA receiver via email; ZX - COA receiver via fax. ZC - invoice receiver Add as per request. Automatic invoicing contact. Novecare - mandatory requirement to have E-invoicing  Note For Distribution Channel 9O we should never link any non-Solvay/Cytec invoice receiver Not used for APAC (except for Japan, however e-invoicing is not check-marked) If txcustomerservice@solvay.com is requested to be added to Aerospace customer, payment method should be changed to 035 (credit card) for payer & sold-to and Ana Pozenato should be added in copy for resolution in ticket.   Z6 - MSDS receiver Add if needs to be specified on sales org. level. Otherwise adding it in General Contacts Tab with Function ZS is sufficient. For Technology Solutions is Mandatory to have MSDS contact BU - Buyer Add as per request. CR - Carrier Add as per request. For Aerospace sales areas: If Solvay pays for freight, add regular freight forwarder. If Customer pays for freight, add carrier with (CUSTOMER) indicated in the name. If new customer carrier is requested, create ticket to DM vendor team to set up customer carrier. Provide customer checklist along with the request. If new Solvay carrier is requested, please ask CSR to reach out to Logistics, to arrange new carrier creation.  For customers located in Brazil Customer carriers must be setup as EU (End User) , since ordinary CR doesn't appear in their local logistics system. EU - End user partner EU should be created as ship-to account with no sales view. Only general data should be created. Salesforce/data template are not required for the setup. Column width 50% SP Horizontal nav item anchor 1087351249 name Environment/Extras - Additional data Environment/Extras - Additional data Note Mandatory for all Payer and Sold-to accounts. Section Column width 50% For new creation the path to Additional data is Environment - Additional data. For account extensions the path to Additional data is Extras - Additional data. Column width 50% Section Column width 50% Field Description Customer grp 1 (location) used for sales area CN41 and sales areas starting with KR. Populated for Payer, Sold-to and ship-to: 001 - Domestic 002 - Export Customer grp 2 (customer GBU segment) Mandatory for TS & Novecare All GBU sold-to new creations/extensions extensions *  CS1 Strategic CS2 Key Account CS3 Critical Account CS4 Standard CS5 Distributor CS6 Not valid CS7 Not yet assigned Payment method populate as indicated in the request. If not provided, populate with value 004 - Bank Transfer. Invoicing rule populate as indicated in the request. If not provided, populate with value 002 - Billing by order. *Customer grp 2 (customer segment)          1. For the new sold-to's: please always make sure to take the segment coming in the conversion form from SalesForce and add it into the Additional Data as in the screen shots above. It is not allowed to leave the value blank. The value can be 'not yet assigned' but the field cannot be blank. 2. For customer extensions (when other sales areas already exist for the same GBU as requested): please take segment code from extension GForm or (if not provided) populate the same segment as used in other existing sales areas of the same GBU.            3. For customer extensions (in cases, when existing extensions are to different GBU)             take segment code from extension GForm or clarify with CSR, since this is mandatory field for the sales view of Novecare & TS all GBU. Column width 50% SP Horizontal nav item anchor 1355564807 name Extra Sales Area Data Extra Sales Area Data Note Applicable only for Aerospace customers. Maintained for Sold-to and Ship-to accounts. Section Column width 50% Field Description Whole Number Req Per request Single Packing List Per request Single Parent Batch Per request Customer Segment 'NW' - for new creations. Can be changed per request. Shipping calendar Per request. If Monday to Friday - leave blank. Column width 50% SP Horizontal nav item anchor 836663399 name EORI texts Extras - Texts  Added on Sold-to level. No need to add for Payer accounts. For ship-to accounts to be added if requested. Can be changed without any approvals and there is no need to validate the number.  1.EORI number: added in field "Inland Carrier's Instr. B&P(1)" If your GBU uses the Transwide tool the text "Inland Carrier's Instr. B&P(1)" should be filled too. >>> Because with this action the text will flow to the Transwide too. Add EORI number in the following format → EORI: (EORI number) 2.Customs Broker details: added in field "Inland Carrier's Instr. B&P(1)" Add Customs Broker details if provided in the request. Details will include Customs Broker name, address and contacts.  3.EORI number: added in field "Mentions on all Com.doc. (1)" This will allow the text to be printed in the Order Confirmation, Delivery Note, Transport Request, Invoice, Debit and Credit note and Packing List. Add EORI number in the following format → EORI: (EORI number 4.Explanation about customs formalities: added in field "Mentions on Ord.Ack/Invoice (1)" For Order Confirmation, Invoice and Debit/credit note If Solvay UK exporter => EU external customer importer Attention : Brexit - customs formalities! Since the UK is a third country to the EU, customs formalities must be accomplished on export from the UK and on import in the EU as from January 1st 2021. Solvay will act as an exporter of records from the UK and your company will act as an importer of records in the EU. Please would you kindly communicate to your main Solvay contacts prior to delivery the import customs clearance instructions (your EORI number, EU customs office of destination for transit formalities, your customs’ broker details). For major customs issues please contact solvaycustoms@solvay.com If Solvay EU exporter => UK external customer importer  Attention : Brexit - customs formalities! Since the UK is a third country to the EU, customs formalities must be accomplished on export from the EU and on import in the UK as from January 1st 2021. Solvay will act as an exporter of records from the EU and your company will act as an importer of records in the UK. Please would you kindly communicate to your main Solvay contacts prior to delivery your GB EORI number. For major customs issues please contact solvaycustoms@solvay.com SP Horizontal nav item anchor 855399075 name Thailand Branch Details Thailand Branch Details Note Applicable only for domestic Thailand customers (payer, sold-to, ship-to): Customer is located in TH. Active for TH01 Sales Org. Sold-to/Payer active for 7774 company code. Populate as '00000' for all Thailand customers (domestic sales). No need for International customers (export sales) as it impacts Thai Taxation.  Upon request value can be changed to 00001-00009/000010 SP Horizontal nav item nameanchor 992483720 name Extra Master Data Extra Master Data Note Extra Master Data must be corrected/added in RCS and PRS systems Section Column width 50% Field Description PRS customer code Corresponding customer code in PRS PRS Main Payer Main payer of the customer. Usually the same as PRS Payer, with exception when payer-bis has been created. PRS payer Payer code in PRS. Note System can pre-populate this field incorrectly with PRS Sold-to number. Please check and amend to Payer code if needed. These numbers can be taken from automatic notifications, informing that WF has been approved and containing the new PRS codes. Save the record You will see confirmation of the extension at the bottom of SAP window. Column width 50% Section Column width 50% Once the record is saved, go back to PRS and by using transaction XD02 check an correct Extra Master Data links there: :  Field Description PRS Main Payer Main payer of the customer. Usually the same as PRS Payer, with exception when payer-bis has been created. PRS payer Payer code in PRS. RCS Customer code Corresponding customer code in RCS. These numbers can be taken from automatic notifications, informing that WF has been approved and containing the new PRS codes. Save the changes Column width 50%

Sold-to Company view creation (extension) 

Company code view normally is created automatically upon sold-to and payer account extension to new sales area. In case company code has not been created automatically, you can create it manually via transaction XD01.

Approval for creation

Ship-to General view setup

Ship-to general data maintenance is the same as for Sold-to. 

In Contacts Tab For Technology Solutions is Mandatory to have MSDS contact

Ship-to Sales view creation (extension)

Bill-to creation

Separate bill-to party is created when bill-to address differs from Sold-to and Payer address. Bill-to party is created directly in WP1 under the account group 0004 and it should be extended to the corresponding sales organization/distribution channel/division as the sold-to party with which it will be linked.

One time customers

One time customers are those whom we supply only once or rarely. These accounts are used for Free goods and Sample orders, meaning - there is no receivables expected from the customer.

We create a special One time customer record in account group Z004 where we do not store customer specific data in one time account, since this account is used for more than one customer. The customer specific entries such as name, address, bank details and sales data are entered when the document for the transaction is entered into the system by Customer Service.

Things to note:

1. No documentation required;
2. These One time customers are created directly into RCS;
3. There must be only one account per country. Always check if there is no existing account;
4. Account number range starting as 9999XX;
5. Do not confuse this account group with regular one-time customers. 
   ! The main difference between between One time customer (acc. group Z004) and regular One time customers is that the second is going to be set up as a regular customer and will pay for their order, even if it is one time purchase, while the first is receiving Free goods or Sample from Solvay.

Transaction used to create One time customer in RCS: XD01

Transaction to extend One time customer(open for sales view):  ZWOC06T