SAP CLOUD FOR CUSTOMER

Transcription

1 Welcome to this Webinar about SAP CLOUD FOR CUSTOMER AND HANA CLOUD PLATFORM ARCHITECTURE, FLEXIBILITY, DEVELOPMENT 26 MAY 2015 Sven Feurer, Cloud for Customer Product Management, Partner Enablement Lead, SAP SE

2 Disclaimer The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions. This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement

3 BEFORE WE START INTRODUCTION TO SAP S CUSTOMER ENGAGEMENT & COMMERCE STRATEGY

4 SAP S CUSTOMER ENGAGEMENT AND COMMERCE STRATEGY (CEC) OMNI-CHANNEL CUSTOMER ENGAGEMENT ANYWHERE, ANYTIME COMPREHENSIVE CAPABILITIES across sales, service, marketing and CALL CENTER MARKET- PLACE DIGITAL GOODS INTERNET OF THINGS DIFFERENTIATE with mobile user experience, predictive analytics and industries SOCIAL CONTENT CENTER MOBILE POS LEAPFROG with omni-channel customer engagement WEB CONSISTENT, END-TO-END USER EXPERIENCE ACROSS CHANNELS & DEVICES WITH FIORI DESIGN MARKETING CHANNELS INDUSTRIES SALES SERVICE MARKETING COMMERCE SOCIAL & PREDICTIVE ANALYTICS SAP HANA CLOUD/CUSTOMER ENGAGEMENT PLATFORM

5 SAP S CUSTOMER ENGAGEMENT AND COMMERCE STRATEGY (CEC) OUR ROADMAP: FOCUS AREAS OF INVESTMENT 1. INNOVATE IN CLOUD Across Sales, Service, Marketing, Commerce, Social & Mobile 2. LEVERAGE ON-PREMISE With hybrid solutions, private cloud, and end-to-end integration CALL CENTER MARKET- PLACE DIGITAL GOODS INTERNET OF THINGS CONTENT CENTER 3. TURN INSIGHT INTO ACTION With predictive analytics powered by HANA 4. COVER ALL TOUCH POINTS & CHANNELS To engage with customers the way they want to WEB MOBILE CONSISTENT, END-TO-END USER EXPERIENCE ACROSS CHANNELS & DEVICES WITH FIORI DESIGN INDUSTRIES SALES SERVICE MARKETING COMMERCE SOCIAL & PREDICTIVE ANALYTICS SAP HANA CLOUD / CUSTOMER ENGAGEMENT PLATFORM POS MARKETING CHANNELS

6 SAP CLOUD FOR CUSTOMER COMPREHENSIVE CEC SOLUTION PORTFOLIO BUILT FOR THE CLOUD SAP Cloud for Sales with Marketing SAP Cloud for Service & Portal SAP Cloud for Social Engagement Customer Insight Key Characteristics: Modern and consistent user interface (Fiori) Predictive analytics and collaboration features Fully mobile-enabled (online and offline) Real-time based on SAP s HANA Cloud Platform Prepackaged integration with SAP ERP / CRM Secure, scalable and future-proof architecture

7 REACTIONS FROM ANALYSTS AND CUSTOMERS SAP Cloud for Sales, by being a smart second-mover, has jumped over first-generation SaaS sales solutions, such as Salesforce.com because SAP originally designed and built Cloud for Sales with social, mobile, and analytics in mind. SAP Cloud for Sales is a comprehensive sales application and has been designed with a mobile-first approach. Replaced Salesforce.com with SAP Cloud for Sales and had 83% user adoption on day one. Evan Quinn, EMA Research January 2014 Forrester CRM, Market Overview: Enterprise SFA Solutions, December 2014 Bas van Amerom, Global Information Manager for Sales, AkzoNobel, September 2014

8 1. ARCHITECTURE

9 In the Centre of the SAP s Cloud Strategy: SAP Cloud for Customer SAP JAM PEOPLE-TO-PEOPLE COLLABORATION MANAGED CLOUD CLOUD SUITES SAP LINE OF BUSINESS CLOUD APPLICATIONS MARKETPLACE SAP Business Suite on HEC SAP Business Warehouse on HEC from SAP or PARTNERS ERP PEOPLE CUSTOMER MONEY SUPPLIER PARTNER/ ISV APPS HANA CLOUD APPS ARIBA BUSINESS NETWORK BUSINESS-TO-BUSINESS COLLABORATION SAP HANA CLOUD PLATFORM Application Development Integration Database and Analytics Foundation 2015 SAP AG or an SAP affiliate company. All rights reserved.

10 Solution Architecture of SAP Cloud for Customer Protected Core but open for Innovations on the Platform TENANTS DB/ Platf. C4C APPLICATION CORE OS (ABAP, HANA XS) Standard Edition for SAP Private Cloud Edition for Customer for SAP Cloud for Customer (>1000 User) Customer Content (Key User and End User Tools) Partner Content (SDK Enhancements, ABSL Script) SAP Public Solution Model (PSM) for Service, Social, Sales SAP Cloud for Sales SAP Standard Application Content SAP Cloud for Service SAP Standard Application Content SAP Cloud for Social SAP Standard Application Content SAP Platform Content for BC, Fine-Tuning, Administration, etc. SAP HANA as In-Memory Database Suse Linux with Xen Virtualization 2015 SAP SE or an SAP affiliate company. All rights reserved. 10

11 SAP Cloud for Customer Platform Architecture of SAP Cloud for Customer SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Customer Platform SAP Cloud for Social Engage-ment Cloud Portal Cloud Development on Java EE Cloud Integration Cloud Development on HANA XS Support Customer Portal -specific Extension (e.g. SAP ext. Business Portal) Suite and others SAP HANA CLOUD PLATFORM Foundation and HANA DB Services SAP Cloud for Customer (C4C) runs on top of SAP HANA Cloud Platform (HCP). Besides the own Platform for Admin Tools C4C offers overall HCP Services as Application Bundles to customers.

12 2. FLEXIBILITY OVERVIEW CONCEPT AND KEY USER TOOLS

13 Flexibility to adapt as your company s needs change Tools and Roles reflected in an overall Governance Personalize your workplace Sales Representative Configure & Adapt without coding Sales Operations Extend & customize with the SAP Cloud Applications Studio IT Department or Partner

14 SAP Cloud for Customer Flexibility Spectrum Key User s Tasks and Responsibility Field of Action for IT and Partners UI Adaptations Screen Layout Personalization Business Configuration Individual Terminology Custom Custom Forms Documen- Output tation & FAQ Forms Workflow and Rules Help Center Interactive Business Forms Task Learning Management Center Text Verticalization Additional Tab Rules Management Translation ADAPTATION CONFIGURATION Custom Analytics Custom reports Field Extensions Own Fields Further Usage EXTENSION Custom Processes Extended Status & Actions Data Model Extensions Additional Business Objects Own screens SAP Cloud for Customer Core Collaboration Jam Settings INTEGRATION 3 rd Party Integration Process Integration Data Integration Mobile UI Deployment Models Partial Scope Mashup s UI & Portal Mashups Interactive Forms Biz Events A2X DEVELOPMENT Alternative User Interface Collaborative Processes Composite Apps

15 Scope, Configure and Implement the Solution Central Business Configuration Configure best practices through business questions and guidance Use an engineered setup that makes implementation predictable Reconfigure when business needs change

16 3. DEVELOPMENT a) SAP Cloud Applications Studio (SDK)

17 SAP Cloud for Customer runs on the HANA Cloud Platform SAP Cloud for Customer natively enables customizations and integrations via SDK and open APIs Customers and partners can leverage HANA Cloud Platform to build next generation extension apps SAP Cloud for Customer KUTs & open APIs SDK SAP HANA Cloud Platform Extension Apps SAP HANA AppServices Integration www Portal Analytics Collaboration Security Mobile SAP HANA DBServices Transactions Analytics Streaming Predictive Spatial Text Mining

18 Develop the Last Mile in SAP Cloud for Customer End-to-end Development Environment embedded 5. SAP Cloud Applications Studio Software Development Kit (SDK) Solution Extensions: Integrated SAP Cloud Applications Studio development environment based on Microsoft Visual Studio Access the Cloud for Customer Core via the Public Solution Model (PSM) layer End-to-end software lifecycle management Modification-free Multi-tenant Multi-device De-coupled lifecycle Scalable Easy to integrate Reuse of key user tools e.g. field extensibility and reports builder Enhanced developer productivity through wizards

19 Introducing the Public Solution Model What is it and how can you use it? The Public Solution Model (PSM) is the released Business content for C4C and other Cloud Applications which can be used within SAP Cloud Applications Studio. The content types which are published are e.g. Business Objects, Business Configuration Objects, Data Types, Form Message Types, Object Value Selectors, Embedded Components, UI Inports / Outports, Public UI Anchors and Business Adaptation Catalogue (BAC) entries. Use Cases Business Objects (BO) Extend Standard BOs Build new BOs with links to SAP BOs and based on global data types User Interface (UI) Navigate from/to UIs (e.g. mashups) Extend User Interfaces through Public Anchors Build new UIs on SAP BOs and partner BOs Business Configuration Integrate partner BC structures into SAP BAC Analytics Define new reports on analytical views Define new analytical views on SAP BOs Forms Build new forms on form message types Build new form message types on SAP BOs Business Task Management Define new tasks for BOs Processes Process chain browser provides end-to-end process visibility adopting to Business Configuration Process integration / enterprise services Integrate components via services Generate new A2X services for standard BOs Develop new services based on BOs and data types

20 SAP Cloud Applications Studio Development Examples Business Objects User Interfaces Web Services Reports & Dashboards Pattern-based Business Scripting Language For Smartphones, Tablets, Desktops Provider, Consumer SOAP / REST Approval, & Notifications Business Configuration Mass Data Runs Forms, Excel Up/Download

21 SAP Cloud Applications Studio Development Examples Integration & Reuse of SAP Public Objects Extension Fields for SAP Public Objects Extension Logic for SAP Public Objects UI Flexibility for SAP Public Objects Translation Open XLIFF Standard Key User Environment Development Environment Patterns Wizards Debugging Tracing LifeCycle Management Web-Based Based on MS Visual Studio

22 SAP Cloud Applications Studio Software Lifecycle 5. a) Customer-specific Solutions: Characteristics: 100% customer-specific Develop b) Solution Templates: Develop Customer Test Tenant* Extension Partner Tenant Down- & Upload *Alternatively Customer Development Tenant Down- & Upload Customer Prod.Tenant End-to-End Solution Customer A Test Tenant Customer B Test Tenant Configur e & Use Customer A Prod.Tenant Customer B Prod.Tenant All development artifacts reside in the customer landscape (own namespace) Intellectual property typically belongs to the customer Characteristics: Solution can be prepared as solution template Development is done in the partner namespace IP belongs to the partner Template Customer Test Tenant Customer Prod.Tenant The remaining x% of the scope can be developed as customerspec. solution

23 3. Development b) SAP HANA Cloud Platform

24 SAP Cloud for Customer runs on the HANA Cloud Platform SAP Cloud for Customer natively enables customizations and integrations via SDK and open APIs Customers and partners can leverage HANA Cloud Platform tools to build next generation extension apps SAP Cloud for Customer KUTs & open APIs SDK SAP HANA Cloud Platform Extension Apps SAP HANA AppServices Integration www Portal Analytics Collaboration Security Mobile SAP HANA DBServices Transactions Analytics Streaming Predictive Spatial Text Mining

25 SAP s Cloud Application Extensions Strategy for Partners SAP HANA Cloud Platform is the center piece of SAP s application extension strategy in the cloud SAP is committed to bring rich applications extensions on the SAP HANA Cloud Platform SAP is dedicated to build, enable and nurture a healthy and thriving application extensions ecosystem on the SAP HANA Cloud Platform SAP encourages partners to take advantage of this opportunity to extend their business in the cloud

26 What SAP HANA Cloud Platform Can Do for You Extend existing applications and build new ones on top of the SAP HANA platform in the cloud Build New Cloud Apps Extend Cloud Apps Extend On-Premise Apps

27 Integration Showcase: Account & Contact Data Maintenance Scenario Overview SAP HANA Cloud J2EE Application SAP Cloud for Customer Accessing multiple Customers online self-services like Contact Data Maintenance Interacting with the customer s request Respective Sales / Service Representative by approving / rejecting contact data changes

28 Integration Showcase: Account & Contact Data Maintenance Process Flow SAP HANA Cloud J2EE Application SAP Cloud for Customer 2 Read contact data 3 Change contact data 6 Receive notification Query Account data Read single Contact Update single contact Request change for single contact Receive notification that the contact changes have been approved or rejected 1 Account and contacts 4 Approval workflow 5 ERP (optional) Account and contact management Sales Rep receives workflow Sales Rep approves / rejects requested changes Update single contact master data Automatically replicate updated contact to SAP ERP system

29 Integration Showcase: Account & Contact Data Maintenance Summary SAP HANA Cloud J2EE Application SAP Cloud for Customer Custom-developed externalfacing portal application which is tightly connected to the SAP Cloud for Customer system SAP UI 5 Business Logic without persistency SOAP Web service Consumption Standard SAP Cloud for Customer solution with some minor enhancements implemented in SAP Cloud Applications Studio SAP Cloud Application Studio enhancements: custom business object, approval logic, UIs and web service provisioning SAP Cloud for Customer

30 SAP HANA Cloud Platform Reference Customers Insight Selling Suite offers extended Configure-Price-Quote functions for C4C Integrates with the C4C sales scenarios and SAP ERP for product configuration and pricing Reconciliation of inconsistent human capital management (HCM) data Seamless integration with on premise and SuccessFactors cloud systems Order management call center application for Danone South Africa Delivered under budget and the development process much faster than expected. Robust e-commerce sites for the sale of Jaguar Land Rover merchandise, with a focus on user experience Responsive design across smart phone, tablet and desktop devices Assure accuracy and confidence of core HCM data, especially given company transformation, in order to make talent-driven business decisions SuccessFactors Extension User friendly mobile congress app to support the annual VNSG congress for attendees Single application for multiple platforms, including Android, ios, web

31 4. CLOUD DEVELOPMENT PARTNER PROGRAM AND FURTHER INFORMATION

32 SAP Cloud for Customer Administrator & Key User Tools Administrator Guide Business Configuration Service and Social Settings Define Solution Scope Communication Channels Implementation Project and Activity Tasks Social Media Setup, SLA Setup General Settings Organizationsl Management Define Business Roles User and Access Management / Restrictions Integration, Comm. Arrangements, WebDAV Workflows Business Task Management Notifications and Approcal Processes CTI Integration and Live Activity Pane Portal Adaptation (Support/Partner Portal) Sales and Marketing Settings Configuring Leads, Opps, Quotes Sales Target Planning Terretory Management, Price Lists Retail Execution Campaign and Templates More information: Administrator Guide

33 SAP Cloud for Customer in SAP Service Marketplace Integration Guides More information:

34 Join us on SCN: C4C Community More information:

35 SAP Cloud Applications Studio Developer Guides and Community Cloud Applications Studio Landing Page SDK Documentation Tutorials & How-To s: Yv1vqFsqBCDWG0MNn_GmmlpnXioz SAP Press SAP Community Network

36 SAP Cloud for Customer Training Curriculum for Key Users and Developers C4C10: SAP C4C Project Implementation Goals: Equip project team members to configure and implement C4C Duration: 4 Days Audience: Project managers, application consultants, key users C4C30: SAP Cloud Applications Studio Goals: Empower development teams on SDK for C4C application extensions Duration: 4 Days Audience: Technical consultants, developers C4C50: SAP C4C Integration with On-premise SAP Solutions Goals: Enable technical consultants to configure and implement C4C integration scenarios with SAP ERP and SAP CRM on-premise applications Duration: 4 Days Audience: Integration developers, BASIS administrators, application and technical consultants Trainings in 2015:

37 Please provide us your feedback via (User: SAPCloudPartner / Password: Welcome1) Feel free to connect with me at: sven.feurer@sap.com THANK YOU

38 CUSTOMER REFERENCES

39 Nespresso maintains a direct dialogue with our consumers and Club Members. Worldwide they interact with us through an array of consumer contact points. SAP Cloud for Sales allows us to focus on delivering the ultimate coffee experience to our consumers. Jean-Marc Duvoisin, CEO, Nestlé Nespresso SA DIGITAL TRANSFORMATION WITH A CLEAR FOCUS ON THE CUSTOMER JOURNEY & EXPERIENCE OBJECTIVE Equip sales teams to engage with new customers and penetrate new markets while managing increasing customer and buying process complexity. SOLUTION SAP Cloud for Sales Retail Execution hybris B2C Commerce BENEFITS More effective activity planning and visit execution with the ability to take orders and execute trials on the spot. Better lead, account, and pipeline management.

40 It's really about transparency understanding where we win, where we lose, and why. With SAP Cloud for Sales we can gather that information and understand the markets even better, so we can be more innovative, engaging, and responsive to our customers' needs. Bas van Amerom, Global Info Mgr for Sales, AkzoNobel MIGRATION FROM SALESFORCE.COM TO SAP HANA CLOUD PLATFORM AND CLOUD FOR SALES OBJECTIVE Easily identify sales opportunities and have the insight into all customer activity in order for sales to be relevant and responsive. SOLUTION SAP Cloud for Sales (migration from salesforce) BENEFITS Integrated sales platform with backoffice integration provides complete customer and wins transparency and easy to use, mobile interface provides everything sales needs on the road.

41 SAP Cloud for Sales allows our sales force to have a global reach with client data at their finger tips anywhere, anytime. We are able to service our clients better and SAP helps us simplify a very complicated business Lew Reed, VP Sales Operations, Bentley LONG TIME SAP CRM CUSTOMER GOES MOBILE WITH SAP CLOUD FOR SALES OBJECTIVE Manage the entire sales cycles from account contact management to activities, leads and opportunity management for all our sales globally. SOLUTION SAP Cloud for Sales SAP CRM BENEFITS Rolling out to 450 Users. Complete customer insight and end-to-end visibility into lead to cash service process. With collaboration, powerful analytics and mobileenabled, sales has everything they need at their fingertips.

42 ROLL-OUT OF SAP CLOUD FOR SALES TO 1100 USERS GLOBALLY OBJECTIVE Centralize sales process with price management, increase customer retention, and complete business reporting. SOLUTION SAP Cloud for Sales, SAP ERP BENEFITS Integrated sales platform with ERP integration provides complete customer and sales transparency with easy to use, mobile interface provides everything sales.

43 SAP CLOUD FOR SALES: FROM START TO FINISH IN 8 WEEKS OBJECTIVE Sales pipeline management with leads and Opportunity management, Mobile access including IPad, IPhone and Android devices, and integration with ERP SOLUTION SAP Cloud for Sales BENEFITS Rolling out to 1200 Users. Complete sales management with mobile-enabled, sales has everything they need at their fingertips.

44 SAP CLOUD FOR SALES: FROM START TO FINISH IN 8 WEEKS OBJECTIVE Leverage insight with SAP ERP through the ease of use and power of Cloud for Sales SOLUTION SAP Cloud for Sales BENEFITS Enhance sales productivity and effectiveness, provide management transparency into business and leverage insights from ERP

45 ENHANCED CLIENT RELATIONSHIP MANAGEMENT THROUGH SEAMLESS INTEGRATION OBJECTIVE Connecting 60,000 worldwide sales with immediate access to client information enables exceptional service anytime, anywhere. SOLUTION SAP Cloud for Sales BENEFITS Efficient and optimized campaign-to-cash processes enabled through seamless systems integration to ERP and other systems.

46 2015 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.