Development of SAP Mobile Applications with emphasis on SAP CRM using Sybase Unwired Platform 2.0. Trond Pedersen ecenta Nordic AB

Transcription

1 Development of SAP Mobile Applications with emphasis on SAP CRM using Sybase Unwired Platform 2.0. Real life example from a customer pilot implementation of Mobile Application for Service Request Management (IPAD and SAP CRM). The presentation will contain a demo of the implemented solution, plus the experiences gained from this project. Trond Pedersen ecenta Nordic AB

2 Agenda Introduction Our experiences from a customer pilot implementation Q&A Copyright 2011, ecentaag, Slide 2

3 Who We Are ecenta Founded in 2000 by ex-sap Employees Corporate HQ - Walldorf, Germany 180 Full-Time employees in 8 offices worldwide Focus: CRM, BCM, MDM/ MDG, BI, BOBJ, SAP Financials, NetWeaver Over 200 Successful Implementations More than 140 SAP CRM Projects More than 50 SAP BI Projects More than 20 SAP BCM Projects More than 10 SAP NetWeaver MDM Projects and many more Copyright 2011, ecentaag, Slide 3

4 Who We Are ecentaas a Partner of SAP Co-Innovation and Co-Development Partner with SAP From CRM 3.1 to CRM 7.0 Ehp1 SAP Services Partner/Partner Edge Nearshore Partner CBI Partner for Mobility and EIM (not yet confirmed) SAP is all we do SAP as a Customer of ecenta Implementation of CRM@SAP for SME (Tele-Marketing & Tele-Sales) at SAP Germany Implementation of Accounting Interaction Center at SAP Shared Service Center in Prague Migration from Salesforce.com to SAP CRM at Sybase in GY and USA Copyright 2011, ecentaag, Slide 4

5 ecenta and Mobility Due to our focus on CRM we are constantly exposed to Mobile requirements Field Sales Field Service Mobile workflow for Opportunity and pricing approvals We do have substantial technical experience in UI development and data orchestration CRM Web UI, Web Dynpro, Java Server Pages, AJAX Netweaver Mobile We have partnerships with several mobile platform vendors SAP/Sybase, Syclo, Sky Technologies, Mowego Copyright 2011, ecentaag, Slide 5

6 Mobility Projects Applied Materials, Santa Clara, CA Implementation of the CRM for Mobile joint solution by RIM and SAP Focus on Account/Contact + Opportunity Management Solution was later migrated to Sky Technologies Sybase, Dublin, CA Support of a PoCfor Mobile Sales ecenta was responsible for CRM and Netweaver Mobile Varian, Palo Alto, CA Support of mobile platform evaluation Scope: CRM Service, Mobile Workflow Vendors evaluated: Sybase, Syclo, Sky, MSC Mobile Carl Zeiss, Germany Implementation of CRM Sales and Service on Blackberry Sky Technologies is used as the mobile platform Copyright 2011, ecentaag, Slide 6

7 Current Mobility Projects (Sybase) Tetra Pak, Sweden Implementation of Issue Resolution (Field Service) on ipad Straumann, Switzerland Mobile Sales 2.0 on iphone& ipad Allergan, Irvine, CA POC for a Mobile solution for Consignment stock check and transfer SMSC, Hauppauge, NY Mobile SFA to manage Accounts/Contacts and Design Win Opportunities Procter & Gamble, Germany PoC Mobile Sales to support Field Sales Visits at customers (hair saloons) Copyright 2011, ecentaag, Slide 7

8 Mobility - Market Potential According to Gartner 70% of all workers will be mobile by Instead of issuing devices to their employees more and more companies are allowing the use of personal devices to access corporate data. This results in the requirement to provide mobile applications for multiple device types. Currently 80% of all mobile deployments are on Blackberry, this percentage is falling quickly with iphoneand Android growing the fastest. Substantial ROI for the following user groups: Field Sales: According to the Yankee Group, reps spend 74% of their time on non revenue-generating activities. Customer face-time can be increased significantly by reducing prep and admin time. Using a mobile device, a sales rep can get up-to-date information before walking into a customer meeting and update opportunities right after the meeting Managers: Due to their busy schedules managers are often bottlenecks in approval processes, which is especially time-critical for quote/price approvals. Using a mobile device managers can quickly review and approve workflow items anytime and anywhere. Copyright 2011, ecentaag, Slide 8

9 Copyright 2011, ecentaag, Slide 9 Tablets

10 Mobile Application for Service Request Management Real Customer Example

11 Copyright 2011, ecenta AG, Slide 11 Case study Tetra Pak

12 Types of Mobile Applications Mobile Web Application A web-based application, such as a BSP is written specifically to work with the integrated browser of the applicable devices (e.g. Safari Mobile for iphone) Native Client with Web Service A frontend application needs to be developed using the device specific SDK (for example Java SDK with Blackberry Plug-In) Backend data is consumed in real time through web service calls Native Client with data synchronization Data is pushed to devices according to subscription Data is physically stored on device and therefore available in offline mode Copyright 2011, ecenta AG, Slide 12

13 Issue Resolution - Vision One common process and tools Central storage Multiple users with a scalable solution Start with approximately users Full roll-out includes users Range of users with varying user knowledge Easy and interactive interface for issue reporting by calling existing master data System views customized to user groups/categories Tools supporting standard quality methods e.g. WCM E.g. Pareto analysis Potential to open up to customers and suppliers Transparency of information in step 2 Data input possibilities in step 3 Possibility to import and export data for offline usage Off the shelf solution Copyright 2011, ecenta AG, Slide 13

14 Issue Resolution - Advantages Use of mobile device (e.g. ipad) instead of laptop to speed up data processing Data (issues) captured timely and not the next day Offline use when no internet connection Provide access to knowledge database and other CRM data in the field Copyright 2011, ecenta AG, Slide 14

15 Copyright 2011, ecenta AG, Slide 15 Sybase Unwired Platform

16 Copyright 2011, ecenta AG, Slide 16 Mobile app architecture with SUP

17 Copyright 2011, ecenta AG, Slide 17 SAP Mobile Sales for CRM Architecture

18 Key Concepts The gateway facilitates the push message traffic to and from the Sybase DOE Connector Data is stored on DOE, not SUP cache DOE-C generates MBOs (Mobile Business Objects) and metadata from ESDMA (EntitySet Definition formobile Applications = data model document) Device code generated based on MBOs Copyright 2011, ecenta AG, Slide 18

19 Issue Resolution App Scope PoC List open issues (Service Requests) Change of status Create new issue Capture customer and serial no. via barcode reader Take picture of broken device with ipad camera Knowledge search (Knowledge Articles and Enterprise Search) Copyright 2011, ecenta AG, Slide 19

20 SAP/Sybase Mobility Apps SAP aims to have 100 apps available in Q4 Available apps can be viewed at Copyright 2011, ecenta AG, Slide 20

21 SAP Mobile Sales Business Partner Management Lead Management Activity Management Opportunity Management Order Management CRM Analytics and Reports Native Integration for Maps, Contacts, Copyright 2011, ecenta AG, Slide 21

22 Copyright 2011, ecenta AG, Slide 22 SAP Mobile Sales - Activities

23 Copyright 2011, ecenta AG, Slide 23 SAP Mobile Sales - Opportunities

24 Copyright 2011, ecenta AG, Slide 24 SAP Mobile Sales Account Data

25 Copyright 2011, ecenta AG, Slide 25 Why you need custom-made Apps!

26 Mobile Application for Service Request Management Customer Demo

27 SAP Business Objects Explorer on ipad- DEMO SBOE Mobile Client SAP BusinessObjects Explorer Web Application SAP BObj Enterprise SAP BusinessObjects Universe SAP CRM SAP NetWeaver BW Copyright 2011, ecenta AG, Slide 27

28 Agenda Introduction The Market for Mobile Solutions Types of Mobile Solutions Sybase Unwired Platform Customer Project: Service Request Management Lesson learned Q&A Copyright 2011, ecenta AG, Slide 28

29 Learning's from the Project Learning's: User Interface design is key to user acceptance and success of project Need to have an intuitive, user-friendly design using Apple design standards New ideas for app UI and functionality are coming up with every new prototype Plan enough time for discussions with end user and to do UI prototyping Copyright 2011, ecenta AG, Slide 29

30 Required Development Skills Development Project Project Manager ABAP Development MBO Development iosprogrammer for ipadand iphone, C# for Windows Mobile, Java for Blackberry User Interface Designer Copyright 2011, ecenta AG, Slide 30

31 Copyright 2011, ecenta AG, Slide 31 Learning's from the Project Feedback from a developer

32 Copyright 2011, ecenta AG, Slide 32 Questions