CRM on HANA makes presales fly

Transcription

1 CRM on HANA makes presales fly Your logo Luc Boodts Competence Lead BI, HANA Ingeborg Buyle Project Manager SAPience.be User Day 14 1

2 Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day 14 2

3 Expertum History Founded in April 2006 by 2 ex-sap BeLux employees Partnerships Today Team of 55+ SAP Experts and Project Managers Mission Exceed client expectations by providing top-quality expertise Provide our people a safe environment for personal and professional growth Strenght Highly skilled & experienced SAP consultants in all SAP areas, combined with a wide industry knowledge in several domains SAPience.be TECHday 13 3

4 Expertum Competence Areas Focus BI + HANA team Knowledge Management - Product & Service Development Business Warehousing Strategy BI/BW modeling BO reporting & dashboard development HANA stragey & implementation SAPience.be TECHday 13 4

6 CRM challenges Since 6 years our customer is deploying a broad SAP CRM scope cross different countries. Pre-sales functionality, being the most mature and frequently implemented solution, is complemented with limited Marketing & Service Management functionality. Pre-Sales: Lead, Opportunity (including BW reporting), Quotation, Activity, Account & Contact Management Services: CIC, Warranty, Complaint & Inst. Base Management Marketing: Campaign & List Management Ongoing projects & future releases: Complex solution including Quote to Sales Order integration, Lead Management, Marketing extensions, enhanced Pipe-Line Reporting (BW), enhanced Field Service Management (including Service Notifications & Contracts, ) SAPience.be User Day 14 6

7 CRM challenges Current SAP CRM system, even after different code optimization efforts, still faces important performances issues on some key critical business transactions such as: Complex quotation (+100 lines), creation, consultation, simulation including pricing Complex flexible open inquiries using wild cards on the different implemented objects CIC Account & Inst. Base retrieval Therefore our customer is considering putting CRM on HANA with 2 main purposes: Improve the CRM performance (within the AS-IS usage) Discover new business scenario that will become feasible (e.g. Reporting, no need for BW anymore) Since this is an IT strategic decision, our customer first invests in a POC (Proof of Concept) to verify the gain and the cost of a migration towards CRM on HANA. SAPience.be User Day 14 7

9 Short term POC Objectives Confirm, fact based, the following: Improved performance of specific SAP CRM processes: Real time insights on complex quotations No latency in reporting on leads, activities, quotations, 100% Full Search Flexibility: consistent search performance, irrespective of search attributes (including wildcards) and complexity for transactional and master data Performance gain for particular selected highly used & high value adding our customer SAP CRM processes including relevant complex custom code Exploration of the HANA Live delivered models SAPience.be User Day 14 9

10 Quantitative outcomes of the Proof of Concept HANA installation effort Upgrade effort: actuals IT staff External Business 5 Scenario s: before/ after response time

12 Project Approach Copy of CRP environment => CRX (ABAP Stack only) Upgrade CRX to CRM 7.0 EHP3 and NW 7.4 => baseline SAP CRM SAP CRM 7.0 SAP CRM 7.0 (EHP2) (EHP3) 2 (EHP3) Traditional DB Traditional DB SAP HANA DB Migrate CRX to HANA Test CRX on HANA 5 CRM scenarios: Top 5 performance issues Pre-sales (3) Services (2) Backup and restore test Installation HANA Live Content & Browser for SAP CRM Explore and analyze standard delivered HANA Live CRM content and assess fit with current CRM BW cubes SAPience.be User Day 14 12

14 Test Scenario s Pre-Sales: Search and copy of quotations Search of accounts, customer factsheet, project lead factsheet Create Quotation Lead - Quotation, search products Services: Search warranty claim & escalation to a higher level of authority. Extension of a Help-Desk ticket with a large history

15 Summary of test results Overall E2E Quotation process at least 2x faster Search functionality, up to 15x faster - Fundamental reduction of process time = efficiency increase - Eliminates users frustration as 75% of all CRM processes start with a system search Copying and saving quotations - No significant improvements noticeable

16 Results: Search functionality AS IS Run time error 51,91 s 13,57 s 99 s HANA 5,05 s 3,55 s 1,17 s 34 s Gain 15 x 12 x 3 x Domain Pre-sales Pre-sales Pre-sales Services Task search quotation using 2 parameters search quotation using 2 parameters -48,36s -93% -12,4s -91% search sold-to party using 2 parameters look for manual claims -65s -66%

17 Results w/o search: Complete Process Quotation Search quotation Create output Copy quotation Add items (till 20) Save quotation AS IS HANA Error 5,05 12,74 11,66 9, ,56 7,69 7,3 11,66 5,31 = 46,02 Oracle DB response time = 23,86 HANA DB response time GAIN: 1. Search functionality works efficiently 2. E2E process 2x faster on HANA

18 Results w search: Complete Process Quotation Search quotation Create output Copy quotation Add items (till 20) Save quotation AS IS HANA 51,91 3,55 12,74 11,66 9, ,56 7,69 7,3 11,66 5,31 Search successful = 97,93 Oracle DB response time = 27,41 HANA DB response time GAIN: 1. Search functionality works efficiently 2. E2E process 3,5x faster on HANA

19 What is HANA Live? Pre-delivered HANA Views for SAP Content Consumable with BI Tools and other UI s Flexible reporting Reporting on ALL available data Cross domain reporting Quick Start and customizable 20

20 SoH : Simplification - TCO BI Reporting BI Reporting Bex Query Multiprovider SAP BW SAP CRM SAP Tables DataSource SAP CRM Classic DB HANA Live Views SAP Tables HANA DB 21

21 HANA Live Reporting Consume HANA (Live) with different tools 22

22 HANA Live Reporting DEMO

24 Value CRM on HANA Now Performance Real time reporting Future User experience Platform for innovation

25 Productivity gains due to increased performance Pre-sales 75% of the quotes start from a search* Search goes 15x faster Resulting in the following Qualitative benefits Employee satisfaction Operational efficiency Improved customer experience User adoption

26 IC- Manager Productivity gains due to increased performance Services and with Suite on HANA Incoming call Account search Accept call Customer Information Search Search for: Ibase; Iobject Search for: Products Interaction Center Search for: Order Transactions Call close Search: Knowledge Base Call Resolution Call Center Analytics Manager Work Distribution Dashboard Additonal Benefits: Accelerated searches IC Work Distribution Dashboard Enrich with outside data, including unstructured

28 Real time reporting on HANA Immediate Benefits : On the fly, one source of truth, real time information During sales meetings, ad hoc reporting on most up to date data, no more grey zones Reporting on ALL available data Increase user adoption by having the right data at the right time Embedded self-service consumption of CRM Analytics without BI or Business Objects

29 CRM Interactive Reporting based on SAP HANA Live Enables CRM users to define & deploy high performance embedded reports without need for additional tools, consultants or IT support. Embedded Self-Service Analytics - optimized for high data volume 1. Report creation & sharing 2. Report consumption & personalization 3. Advanced analysis in Excel, SAP Visual Intelligence etc.

31 SAP Fiori role-based experience for top tasks Today Functional-based applications SAP Fiori Design Role-based applications One transaction for multiple roles exposing all data & f unctions to all users Decomposed apps for each role exposing only relev ant data & functions Multiple entry points for the user and inconsistent user ex perience (e.g. ERP vs. CRM) One entry point for the user and UX following common d esign directions

32 User Experience powered by SAP Fiori apps Transactional Analytical Factsheets SAP Smart Business Task-based access Insights Search and explore Insight to action cockpit Access tasks to create, change, approve processes with guided navigation Get a visual overview of a complex topic for monitoring or tracking purposes View essential information about an object with contextual navigation between related objects Analyze and evaluate strategic or operational KPIs in real time and trigger the right action Runs on: Runs on:

33 SAP Fiori for Sales Smart Business for Sales Performance Management Simulate Sales Pipeline

34 seamless Meeting the multi-device expectations of business users today Simplified tile design and drag & drop capabilities Color-coded KPIs and graphical visualization Embedded SAP jam for easier collaboration Mobile ready for on-the-go decision making 2014 SAP AG or an SAP affiliate company. All rights reserved.

36 A unified solution that brings all these pieces together Customer Value Intelligence Invest in the right customers Social Contact Intelligence Understand and reach out to the right people Audience Discovery & Targeting Optimize target groups for omni-channel campaigns

37 Thank you! Luc Boodts Competence Lead BI, HANA Expertum Ingeborg Buyle Project Manager Expertum SAPience.be User Day 14 45