SAP Cloud for Customer – Introduction (Level 1)

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SAP Cloud for Customer - Introduction

14.04.2016 Martin Radev

academy.ibsolution.de © IBsolution GmbH2 academy.ibsolution.de © IBsolution GmbH2

For whom is this Webinar?

Business decision makers in the area of Sales,

Service & Social Media.

Solution Architects

Application Consultants

Key Users

… and anyone interested in SAP C4C


In this webinar you will learn

What is SAP Cloud for Customer and why we need it?

What are the main features and extensibility options?

How the integration with SAP and non-SAP products

can be done?

What implementation scenarios are possible and how

the lifecycle management is handled?


IBsolution Academy Erfolgszertifikat

• SAP Cloud for Customer Introduction

Personal certificate for every participant:

• View webinar

• Take multiple-choice test

• Takes a few minutes


Agenda

1. What is SAP Cloud for Customer

2. Main features & highlights

Highlights

Sales process overview

Service process overview

Social Engagement

Integration options

Mobility

3. Lifecycle Management

4. Q & A


Your speaker

Martin Radev

IBsolution Bulgaria

SAP Consultant


1. What is SAP Cloud for Customer? Why do we need it?


TECHNOLOGY GROWS FAST AND IMPACTS OUR LIVES

DIGITALLY CONNECTED

WELL INFORMED

SOCIALLY NETWORKED


POWER OF THE CLOUD

•All Data

•Speed

•Real-time

• In-memory

•HTML5

•Offline mode

•Focus

•Assistance

• Insight

•Channel

Social Media

Predictive Analysis

Big DataMobility


STARTEGY

INNOVATE IN CLOUD

• Across Marketing, Sales, Service, Commerce, Social & Mobile

LEVERAGE ON-PREMISE

• Hybrid solution

• Private cloud

• End-to-end integration

TURN INSIGHT INTO ACTION

• Predictive analysis

• Real-time context powered by HANA

COVER ALL CHANNELS

• Engage with customers the way they want to


PORTFOLIO – Customer Engagement & Commerce (CEC)

Sales

•C4C – Cloud for Sales

•On-premise CRM

Service

•C4C – Cloud for Service

•On-premise CRM

Marketing

•CEI

•SAP CRM Marketing

Commerce

•Hybris Commerce

•Hybris PCM

•Hybris OMS

•SAP BRIM

Social

•C4C – Cloud for Social Engagement

INDUSTRIES

SAP HANA PLATFORM

PREDICTIVE ANALYSIS


SAP Cloud for Customer Products

SAP Cloud for Sales

Opportunity management & insight

Account management & intelligence

Sales performance & effectiveness

Industry solutions

Cloud for Service

Customer service across every channel:

email, web, phone, social, and SMS

End-to-end field service

Cloud for Social Engagement

Interaction through all major social channels

Integrated with Facebook, Twitter, Youtube

etc.

SAP Digital for Customer Engagement


SaaS Fundamentals

Hosting Multiple tenants on the same system

All tenants on a system share same application code base

Saves Cost & Time

Upgrades & Maintenance done by SAP

Hardware, operating system, database, platform, security – taken care by SAP


2. Main Features & Highlights


C4C Highlights

Beautiful• Modern UI • Google-like searches

Collaborative• Social Selling• Feeds, Followers

Mobile• FREE Native apps• Multi device support• Offline mode

Extensible• Quick creates• Workflow framework• Sophisticated key user tools

Predictive• Dashboards & Forecasting• Real-time Analytics• Configure custom reports• Mash-ups with SAP BW

Integrated• Pre-built integration to SAP ERP,

SAP CRM, SAP JAM and more• Mash-ups with most other apps• Mail integration


Industry Solutions

Higher Education and Research

High Tech Utilities Retail Insurance

BankingProfessional

ServicesApparel and

FootwearAutomotive

Consumer Product


SAP Cloud for SalesSales Process Model

Sales OrderSales QuoteOpportunityAccount & Contact

Marketing Lead

Customer Demand


SAP Cloud for SalesRetail Execution

Plan site visits

Record visit information

Plan group of visits in a

routeCreate tour


SAP Cloud for SalesSales Target Planning


SAP Cloud for SalesInsightful Sales Analytics

Track real-time sales performance

Use embedded reports to track win/loss, sales cycles, revenue

Track performance, pipeline

Review forecasts

Identify key deals

Dig deeper using MS Excel Add-in


SAP Cloud for ServiceService Process Model

CloseRespondResolve IssueProcessingIncoming

Communications


SAP Cloud for ServiceInsightful Service Analytics

Track real-time service performance

Use embedded reports to track response times, priority & escalation trends

Dig deeper using MS Excel Add-in


SAP Cloud for Social EngagementSocial Media Channels

Full Social Media

Target Audience

Person to Person

LISTEN

UNDERSTAND

ENGAGE


SAP Cloud for Social EngagementIn-context Collaboration

Use integrated Feed for instant, efficient collaboration with team members and sales network

Crowd source and share sales best practices, relevant information in context of accounts and opportunities

Connect with your team and sales network while on the road with support for mobile devices

Plan and prepare for customer interactions more effectively

Share relevant documents to support sales efforts


SAP Cloud for CustomerIntegration options

Cloud for Customer

Google Maps

Mash-ups

CRM

ERPBW

JAM

SuccessFactors

Lotus Notes

Outlook

Twitter

Facebook

Ivy Mobility

BazaarVoice

FPX

Snap Engage


SAP Cloud for CustomerIntegration options with SAP HCI or SAP PI

Cloud for Customer Cloud for Customer Cloud for Customer

Pre-packaged integration flows on HCI or PI

SAP CRM

SAP ERP SAP ERP 3d Party System


SAP Cloud for CustomerSAP Hana Cloud Integration

SAP Cloud Applications

SAP Hana Cloud Integration

SAP On-Premise 3d Party

On-Premise

3d Party

Cloud Solutions

Cloud-Based Technology

Real-time, bi-directional process integration

Data Integration

Prepackaged Integration Flows (iFlows)

Centralized Monitoring & Administration

Lower cost of change over time


Scoping and Fine tuningCustomize and configure your solution

Simple configuration:

Define the scope

Answer all scoping questions

List of fine tuning activities and is automatically generated


SAP Cloud for CustomerMobility

Manage customer relationships on iPhone, BlackBerry, Android and iPad - anytime, anywhere

Increase productivity through access to real-time business information

Collaborate with sales team on important topics

Track Business Performance through real-time Analytics

Deploy freely—mobile applications included in subscription with no extra costs


SAP Cloud for CustomerPersonalization & Extensibility

Key U

ser

Adapta

tion T

ools • Add new fields

• Add new queries

• Workflow rules

• Create custom layouts & assign them to different business roles

• Code list restrictions

• Workflow rules

• Mash-ups

• Language Adaptations


3. Lifecycle Management


SAP Cloud for CustomerTenant Subscription

Productive Tenant Subscription

Single Production tenant

SAP provides test tenant for initial implementation

Both tenants are on different systems

Production tenant Test tenant

Test Tenant Subscription

Customer can purchase additional test tenants

Permanent test tenant

Permanent test tenant

Considerations

For integration or SDK work -permanent test tenant should be purchased

Permanent and original test tenants should be on different systems.


SAP Cloud for CustomerChange Projects

Create Change Project

Carry out changes

Testing?

Merge Change Project

Merged Change Project

Activate Solution Profile

Close Change Project

No

YesMove Change

Project

CP in Test System

Merge Change Project

Production System

Test System

Configuration Changes

Test changes


4. Q & A


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