04 cloud day ksa - Cloud for Customer - summary

Cloud for Customer - Summary Khalid Alherran, Manager – CRM Line of Business Solutions, SAP Saudi Arabia

Chahid Kharmich, CRM Solution Advisor, SAP MENA

SAP Cloud day, October 29th 2014 - Riyadh

© 2014 SAP AG. All rights reserved. 2

Agenda

Solution Overview SAP Cloud for Customer(C4C)

Customer Success

Questions and Answers


Product Strategy For SAP CRM

OMNI-CHANNEL CUSTOMER ENGAGEMENT – ANYWHERE, ANYTIME

SOCIAL & PREDICTIVE ANALYTICS

SAP HANA AS CUSTOMER ENGAGEMENT PLATFORM

INDUSTRIES

SALES SERVICE COMMERCE MARKETING

WEB MOBILE MARKET PLACE

DIGITAL GOODS POS

INTERNET OF THINGS

CONTENT CENTER

MARKETING

CHANNELS SOCIAL EMAIL

CALL CENTER

Consistent, end-to-end User Experience

across channels & devices with ‘Fiori’ design

COMPREHENSIVE

CAPABILITIES

across sales, service,

marketing and commerce

DIFFERENTIATE

with user experience,

predictive analytics and

industries

LEAPFROG

with omni-channel

customer engagement


Real-Time Analytics • Dashboards & forecasting

• Configurable custom reports

• Account 360

• Mash-ups with SAP BW & Business Objects

SELL LIKE THE BEST AND ENGAGE TO WIN WITH SAP CLOUD FOR SALES

Opportunity Management & Insight • Easy Lead, Opportunity & Activity

Tracking

• Competitor Insight

• Guided Selling

Groupware Integration • Full-Featured with 2-way

Sync • Support for Microsoft

Outlook and Lotus Notes

Account Management & Intelligence • Fast Account & Contact Updates

• 360 Customer Intelligence

Integration • Pre-built integration to SAP ERP, SAP CRM,

SAP JAM, InsideView, Xactly and more

• Mashups with most other apps

Productivity & Personalization • Flags

• Tags

• Shelf

Collaboration & Social • Feeds, Followers and @mentions

• Internal, Customers, Partners

• Deal Sites

• Social Selling

• Quick Creates

• User-Defined Fields

• Workflow

Mobile

• Complete mobile apps, no extra cost

• Support for iPad, iPhone, Blackberry & Android


Track Marketing Funds

• Keep track of planned

marketing budgets and actual

marketing spend tied to

campaigns

• Integration with 3rd party

system for marketing budget

planning

Turn Every Marketing Interaction into a Sales Opportunity SAP Cloud for Marketing

Manage Marketing Performance

• Consolidated view on KPIs across Cloud

for Sales, Service, Marketing and 3rd

party systems

• Intelligent notifications for exception-

based reporting

• Easy drill downs and personalization

Manage Lists and Leads

• Help sales reps identify relevant leads with predictive lead scoring

• Easy upload of lists to create leads and target groups

• Scan and upload business cards with a mobile app

Create Target Groups

• Leverage sales, service and marketing

insights to create effective target

groups

• One-click creation of target groups from

standard reports

• APIs to integrate with 3rd party

segmentation tools

Integration

• Pre-built integration to SAP ERP, SAP

CRM, SAP CEI, SAP Jam

• Packaged integration with key partners

like Adobe, Marketo, Avention, FanAppz

Orchestrate Campaigns

• Trigger Marketing Campaigns across

multiple channel

• Specify marketing permissions

specific for channels and countries

• Execute direct email campaigns at

scale and track campaign success

• Turn campaign responses into sales

opportunities

Mobile

• Complete mobile apps at no extra cost

• Mobile dashboard with offline capabilities


Mobility

• Manage service requests

on iPad – anytime,

anywhere

Solution Finder

• Integration with existing knowledge

base

• Context-sensitive recommendations

• Easily share content with customers

• EMail

• Phone (CTI)

• Chat

• Web self-service portal

• Branded communities

• Social Media* (Twitter, FB)

Multi-channel service Collaboration

• Contextual social collaboration with

integrated feed

Integration

• Native integration with SAP

ERP and SAP CRM

• Open API

Analytics

• Real-time service

performance with pre-built

dashboards

• Embedded reports response

times, handle times, priority

and escalation trends

Productivity • E-mail Response Management

• Routing and escalation rules

• Field Service Execution

• Deal desk execution

Service Excellence Designed to WOW the customer With SAP Cloud for Service

*Social Media channels with SAP Cloud for Social Engagement

Productivity & Personalization • Flags

• Tags

• Shelf

• Quick Creates

• User-Defined Fields

• Workflow


Agenda


Customer Success



AT A GLANCE

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

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.

“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


Retail Execution Customers

AT A GLANCE

Solution C4C Rex for Merchandiser, Direct

Sales rep and supervisors

Visit Execution, tasks, surveys for

promotion compliance/planogram

checks and etc.

Product listings, including must have

listing and assortments by customer

hierarchy

Promotion visibility by products, stores

and integration with TPM.

Easy Order Entry with lean pricing (Net

price & Manual discounts).

~2500 Users

AT A GLANCE AT A GLANCE

Visit Administration & Planning by

supervisory

Analytics

Integration with on premise CRM

iPad device – online & offline

Approx: 2000 supervisors.

C4C REX for merchandisers for pizza

and ice cream business

Visit Admin, planning (Central and

Adhoc)

Visit Execution, tasks, surveys for

promotion compliance/planogram

checks and etc.

Promotion visibility by products, stores

and integration with TPM.

Easy Order Entry with lean pricing (Net

price & Manual discounts).

Android device – Online & offline.

Approx: 15000 reps (globally)


Manufacturing &

Chemical

Retail &

Wholesale

High Tech &

Telco

CPG & Life

Sciences

Services & Public

Sector

Media, Sports,

Ent, Travel

SAP CLOUD FOR CUSTOMER Powers Industry Solution

http://sales.ondemand.com/the-buzz/boosting-sales-effectivness-sales-ondemand/


Agenda


Customer Success


Thank you.

APPENDIX


One price for everything!

Automatic upgrades

24 x 7 Monitoring of hardware, software, operation system, and database

98.5% minimum application availability commitment

SAS-70 Type II certified datacenters

ISO 27001 certified operations

ISAE3402, ISO/IEC 9001, and ISO/IEC 27001 data security standards

Data recovery up to the last transaction

Primary Datacenter - Highly secure facility with built in redundancy

Additionally, all data mirrored to secondary datacenter

Hosting Services

Core Capabilities

Standard Support Hours – 8 x 5 (locally)

24 x 7 support provided for serious issues

Built-In Help Resources, Business Center and Emergency Phone Hotline

Initial response within 4 hours of confirmation for serious issues

Automated Health Checks

Support Services

In-context Collaboration Capabilities

Sales Automation

Sales Analytics

Microsoft Outlook Integration

ERP and CRM Integration

Full support for iPad, iPhone, Blackberry, and Android devices

Easy Personalization and Customization

HYBRID CRM TWO-TIER CRM FULL CLOUD CRM

Clo

ud

So

luti

on

s

HARNESS HYBRID TO SELL LIKE NEVER BEFORE GET JUST WHAT YOU NEED TO FIT YOUR UNIQUE SELLING MOTION

On

-pre

mis

e

So

luti

on

s

SAP CRM

SAP ERP SAP ERP

SAP CRM

SAP ERP

Headquarters

SAP Cloud for Sales

SAP Cloud for Sales

SAP Cloud for Sales

SAP Cloud for Sales

(Mobile)

Pre-Built and Maintained Integration

SAP Cloud for Sales

(Subsidiaries)


SAP Cloud for Customer

Accounts &

Prospects

Customer

Bidirectional synchronization of customers and contacts master data

Unidirectional synchronization of product/material master data from ERP

Trigger real time creation of inquiries for quotation and sales order

Real time review of relevant Sales Documents for Opportunity

Real time review of relevant Sales Documents for an Account

User triggered real-time ERP ATP/price requests via WebDynPro mashups

Trigger real time creation of ERP Sales Order from Cloud for Customer quote

Search existing Sales Documents and create Complaints

Opportunity

Sales Order

/ Request

Quote

Request

Sales Order

Request

Availability

(ATP)

Quotation

Price

Ticket Ticket Product

category

Material

Category

Products

Material

SAP ERP

Pricing

Green indicates UI integration

Sales

Orders

Recent

Orders

Packaged Integration (iFlows) – SAP ERP End-to-end master data synchronization and process integration


Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy,

territory assignment, products, employees, campaign headers)

Real-time integration of transactional data (leads, opportunities, activities, service requests)

SAP Cloud for Customer

Lead Service

Request Opportunity

Business

Partner

Service

Request

Business

Partner Quote /

Sales Order

Material

Product Lead Opportunity

SAP CRM

Campaign

Header

Campaign

Activity

Activity

Account

Hierarchy

Account

Hierarchy ( BP

Relationships)

Territory

Assignment

Territory

Assignment

Product

Category

Product

Category

Packaged Integration (iFlows) – SAP CRM End-to-end master data synchronization and process integration


Cloud operations and infrastructure Continuous investment into SAP cloud

Highest compliance standards

‒ ISO 27001, SAS 70 Type II, ISAE 3402 certificate

‒ Strict security mechanisms including physical security

using biometrics, video surveillance, and sensors

SAP data centers

‒ SAP data center location in Germany

‒ U.S. data center

‒ APA in preparation

Scalability and in-memory ready

‒ Scalable operations through full multitenancy enablement

‒ Latest blade technology with 144 GB – 2 TB main memory

‒ In-memory database will further improve performance and

reduce cost

Integration with service backbone

‒ Continuous, proactive monitoring

‒ SAP support network

ISO 27001

certification

SAS 70 Type II

certification

Energy efficiency certificate “Premium Standard Data Center"

https://www.google.de/url?q=http://www.youtube.com/watch?v=xmTIA9dv7Os&sa=U&ei=4ZsgU4L6A-j34QT-4IGwDA&ved=0CDIQtwIwAQ&usg=AFQjCNHOp6mlzmGA73d-gqYkA13uK7nVjw


7 KEY POINTS TO TAKE HOME

• SAP Cloud for Sales provides a modern SFA with native collaboration and a beautiful user

interface

• All mobile devices are supported, your sellers will love to it

• With SAP Cloud for Sales, your sales reps get deep customer insight

• We deliver industry edition for the way your business works

• The holistic integrated user experience will delight your customers in every interaction

• With SAP, you can leverage your on-premise investments and rest assured that it all works

together seamlessly

• Leverage all cloud advantages like fast innovation, quarterly update etc. without loosing your

stabile on-premise system

04 cloud day ksa - Cloud for Customer - summary

Technology

Transcript of 04 cloud day ksa - Cloud for Customer - summary