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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

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: https://docs.google.com/document/d/1_dVLkxxZJBVQ-_U3ECyoCPbpMKfM-BNXyn5MXUfb-Ok/edit

Novecare & Aroma: https://drive.google.com/file/d/1Nb0fUdMjTaUsT-dDiGbI1xL_NyyN75yt/view?usp=sharing

Aerospace:  https://docs.google.com/document/d/1CMnBHoT1MQlcqslMFlB2rFzH8Rdzzldtnvx7h84BCgU/edit?usp=sharing

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 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, such as:

• 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

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.

Customer creation in WP1 (RCS)