04 cloud day ksa - cloud for customer - summary
DESCRIPTION
04 cloud day ksa - cloud for customer - summaryTRANSCRIPT
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
© 2014 SAP AG. All rights reserved. 3
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
© 2014 SAP AG. All rights reserved. 4
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
© 2014 SAP AG. All rights reserved. 5
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
© 2014 SAP AG. All rights reserved. 6
Mobility
• Manage service requests
on iPad – anytime,
anywhere
Solution Finder
• Integration with existing knowledge
base
• Context-sensitive recommendations
• Easily share content with customers
• 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
© 2014 SAP AG. All rights reserved. 7
Agenda
Solution Overview SAP Cloud for Customer(C4C)
Customer Success
Questions and Answers
© 2014 SAP AG. All rights reserved. 8
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
© 2014 SAP AG. All rights reserved. 9
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)
© 2014 SAP AG. All rights reserved. 10
Manufacturing &
Chemical
Retail &
Wholesale
High Tech &
Telco
CPG & Life
Sciences
Services & Public
Sector
Media, Sports,
Ent, Travel
SAP CLOUD FOR CUSTOMER Powers Industry Solution
© 2014 SAP AG. All rights reserved. 11
Agenda
Solution Overview SAP Cloud for Customer(C4C)
Customer Success
Questions and Answers
Thank you.
APPENDIX
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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)
© 2014 SAP AG. All rights reserved. 16
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
© 2014 SAP AG. All rights reserved. 17
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. 18
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"
© 2013 SAP AG. All rights reserved. 19
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