Empower your Sales, Service and Marketing team with
Cloud for Customer Chahid Kharmich, CRM Solution Advisor, SAP MENA
SAP Cloud day, October 29th 2014 - Riyadh
© 2014 SAP AG. All rights reserved. 2
Agenda
Short introduction to SAP Cloud Strategy (C4C)
SAP Cloud for Sales
SAP Cloud for Marketing
SAP Cloud for Service
Questions and Answers
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© 2014 SAP AG. All rights reserved. 4
SAP Cloud powered by SAP HANA
Cloud + SAP HANA = Run Simple
Our Strategy
© 2013 SAP AG. All rights reserved. 5
Marketing
Cloud for Marketing1
Omni-channel Commerce
Sales Service
Cloud for Sales Cloud for Service
CRM on HANA
CRM on HANA
Human Resources
Procurement Supply Chain Management
S&OP Cloud on HANA
Suite on HANA (SD, MM, PP & PLM)
Finance
Simple Finance
Suite on HANA
Simple Finance
SCM, PLM & Manufacturing
Cloud for Travel
Social Media Analytics
Managed
Public
Customer Engagement & Commerce
Collaboration SAP Jam, Business Network
SAP HANA Real Time Platform- (including Mobile)
Simple Applications Portfolio
Analytics BI (BusinessObjects), EPM, BW on HANA
Core HR SAP SRM
Managed Cloud/ On
premise
Public Cloud
© 2014 SAP AG. All rights reserved. 6
DEMO – Cloud for SALES (Retail Execution)
• Configurable activity plans
• Account assignment wizard
• Account-specific product lists and back-
office connectivity
• Route and visit optimization
• Comprehensive map and calendar view
• Auto-assignment of surveys and tasks to
visits
• Visit productivity and completion with
tasks and surveys
• Return on investment
• Average price of competitor product
across stores
• Measure sales performance
• Check-in/check-out
• Surveys and tasks, including
matrix view and dynamic surveys
• Audits for plan-o-gram and promotion
compliance
• 360-degree store view
• Sales quote/ quick order,
• Online and offline mobile support
• Visit summary report
© 2014 SAP AG. All rights reserved. 7
DEMO – Cloud for MARKETING
Customer
Insight
Review
Campaign
Status
Use Target
Group
selector
Review
Pipeline
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© 2014 SAP AG. All rights reserved. 9
DEMO – Cloud for SERVICE
Execution
Service
ticket by
Service
Engineer
Review
Service
tickets by
Service
Engineer
Assign ticket to Service
Engineer
Review tickets
by escalation
prediction
risk score
Thank you.
APPENDIX
© 2014 SAP AG. All rights reserved. 12
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)
Possible: NK: please fix animation – still not fixed? Also, the notes section is showing spelling errors which makes me think the setting for this slide is not English – please make sure its set to English.
© 2014 SAP AG. All rights reserved. 14
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
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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
© 2014 SAP AG. All rights reserved. 16
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"
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