crm middle ware over

mySAP CRM

Overview Presentation:

CRM Middleware(Release 4.0)

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 2Subject to change without notice

Content

Introduction

Overview – mySAP CRM Middleware

CRM Middleware within mySAP CRM Technical Capability Back End Integration Technical Capability Groupware Integration Technical Capability Mobile Client Synchronization Technical Capability Cross-Component Monitoring

Technology

Conclusion


Content

Introduction



Technology

Conclusion


mySAP CRM Release Roadmap 2002 / 2003

mySAP CRM 3.xmySAP CRM 3.x

mySAP CRM 4.0mySAP CRM 4.0

Complete operational multi-channel CRM

Support of Connected customer-centric end-to-end processes across the mySAP.com e-Business platform

Leading CRM AnalyticsPeople-Centric CRM - Ease of

use through preconfigured roles for Employees, Customers, Partners

Leading Edge scenarios for numerous Industries

Industry-specific People-Centric Roles

Enhanced CRM Core Functionality for Marketing, Sales, Service and Analytics

Interaction Center Web Client

Collaborative Channel Management scenario

Industry-specific Processes

Industry-specific Processes


Customer Centric E-Business with mySAP CRM

The Solution is CompleteRich Functionality and Supporting Capabilities


Multi Channel Customer Interactions with mySAP CRM

CRM MiddlewareSeamless Back End Integration

Groupware Integration

Mobile Client Synchronization

System Landscape Data Integrity

mySAP CRM Technology and ArchitectureDrives mySAP CRM as the Most Advanced CRM Solution in the Market


Content

Introduction



Technology

Conclusion


Challenges in CRM Middleware

Challenge I Integration into existing system landscapes Data exchange with different R/3 Releases and non-SAP systems Initial Loads (high data volumes) and Delta Loads (real-time)

Challenge II Integration with Groupware solutions

Challenge III Mobile Client synchronization Fast deployment of Mobile Clients

Challenge IV Data Integrity Management for the components

of the system landscape


Business Value of mySAP CRM – CRM Middleware

Built-in integration of mySAP CRM with all SAP R/3 releases guarantees investment protection

Ready-to-run Groupware integration provides Groupware users with CRM data

Powerful synchronization services for large mobile sales forces

Data integrity management guarantees high data quality

Proactive cross-component monitoring reduces the Total Cost of Ownership (TCO)


Analyst and Customer Quotes

“ For complete e-business integration, the front office must coordinate with back-office business functions, such as finance, operations, supply chain, logistics, and human resources. Furthermore, the enterprise must link to external partners, suppliers, and distributors.”

(Meta Group, 3/2001)

“”

“ META Group estimates that integration costs account for nearly 60% of an average CRM project’s overall cost.”

(Meta Group, 2/2001)

“”


Content

Introduction



Technology

Conclusion


mySAP CRM – CRM Middleware Offerings I

Technical Capability I – Back End Integration Deep integration with Back End systems for pricing

calculations and order execution Build-in integration with R/3 Back End systems

(R/3 releases 3.1i – Enterprise) XML / SOAP interface for non-SAP systems

Technical Capability II – Groupware Integration Message-based integration with Groupware server

(MS Exchange, Lotus Domino) Bi-directional data exchange of contacts, activities and tasks Full integration with the workforce management application


mySAP CRM – CRM Middleware Offerings II

Technical Capability III – Mobile Client Synchronization Publish-subscribe concept Realignment and object dependencies Fast deployment of Mobile Clients

Technical Capability IV – Cross-Component Monitoring Monitor entire business processes across system boundaries Centralized proactive monitoring Full Computer Center Management System (CCMS) integration Sophisticated cross-component data integrity management


Content

Introduction



Technology

Conclusion


Back End Integration

2

2

2

1

R/3 Back End

Interaction Center

Customer

Non-SAP ERP System

E-Selling /E-Service

Real-time Back End Integration


Back End Integration – Features

Built-in integration with all major SAP R/3 releases

Openness through XML / SOAP interfaces for non-SAP systems

Highly scalable Initial Load optimized for high data volumes

Event-triggered Delta Load optimized for real-time data exchange

Full Unicode support, for example, multiple languages may be used simultaneously


Back End Integration – Benefits

Built-in R/3 Back End integration reduces implementation costs

Deep integration enables demanding business processes spanning multiple systems

SAP CRM can be plugged into existing EAI landscapes

CRM server and R/3 Back End may be upgraded independently


Content

Introduction



Technology

Conclusion


Groupware Solutions – Overview

Groupware SolutionsGroupware is a technology designed to facilitate the work of groups. This technology may be used to communicate, cooperate, coordinate, ...

Groupware Functionality E-mail

Group calendaring and scheduling

Group contact and task management

Document sharing

...


Groupware Integration

CRM Scenarios CRM Activity Management Tasks and Appointments in GW CRM Business Partners / Accounts Contacts in GW

Synchronization Between SAP CRM and Groupware

GroupwareClients

Online&

Offline

GroupwareServer

SAP CRMServer


Groupware Integration – Features

Real-time data exchange between CRM applications and the Groupware server

Support of MS Exchange 2000 and Lotus Domino 5.0X

CRM Business Partner / Accounts are visible as contacts within the Groupware Solution

CRM Activities are represented as tasks or appointments in the Groupware Solution


Groupware Integration – Benefits

Groupware solutions are used in almost every company

Integration between CRM and the Groupware server is transparent to the users

Real-time data exchange

Access CRM data from the Groupware client, for example, MS Outlook or Lotus Notes, on different devices, for example, PC, Laptop or PDA

Users are familiar with Groupware clients


Content

Introduction



Technology

Conclusion


Mobile Client Synchronization

Customer

Germany

Germany

1United States

Contact Center

2Call

Sales Rep. 2United States

Germany

Sales Rep. 1

3 United States

4

4

A realignment process for Mobile Clients


Mobile Client Synchronization – Features

Replication via publications / subscriptions

Filtered und unfiltered replication

Realignment Automatic realignment Scheduled realignment

Support of dependencies between objects

Backup and recovery of mobile clients

Fast deployment of laptops


Mobile Client Synchronization – Benefits

Mobile users just get the data that they really need

Fast data synchronization for mobile users

Temporary assignment of one or more replacements

Fast deployment of the mySAP Field Sales solution


Content

Introduction



Technology

Conclusion


Cross-Component Administration and Monitoring

Centralized Administration using Administration Console

Object Types Subscriptions Sites Employees Organizations

Automated Administration

Generation of subscriptions

Generation of sites

Benefit:Reduced total cost of ownership


Cross-Component Administration and Monitoring

Centralized Monitoring via the Monitoring Cockpit

Proactive Infrastructure Monitoring Generation information Runtime information System settings Performance statistics Background jobs

Error Notification Queues Physical connections Laptop data sync

Integrated Alert Monitoring

Benefit:Reduced total cost of ownership


Data Integrity Management – Features

Framework to compare and resynchronize databases by business objects

Compare of business objects Object instance level compare Field level compare

Synchronization Load of missing objects Request “out-of-sync” objects

CRM Server Re-synchronize

SAP R/3 Back End

Compare

Non-SAP Back End(not in standard,

enhanceable)


Cross-Component Management – Features

Centralized overall system landscape monitoring with Monitoring Cockpit

Centralized replication administration with Administration Console

Cross-component data consistency with Data Integrity Manager

Alert monitoring with full integration into the Computer Center Management System (CCMS)


Cross-Component Management – Benefits

Centralized administration and monitoring of the system landscape

Proactive monitoring

Low Total Cost of Ownership (TCO)


Content

Introduction



Technology

Conclusion


CRM Middleware / Exchange Infrastructure/ Mobile Client Synchronization

Architecture – mySAP CRM Architectural Layers

Online Clients

Portal

CR

M

BW

R/3

Mobile Presentation

Mobile Presentation

ClientClient

Presentation Layer

Presentation Layer

Application&

Database Layer

Application&

Database Layer

Synchronization & Messaging Layer

Synchronization & Messaging Layer

...

Mo

bile

CR

M A

pp

licat

ion

sM

ob

ile C

RM

Ap

plic

atio

ns

Mobile Client


Architecture – CRM Server

The CRM Middleware Is an integral part of the

CRM Server Is the message hub

Requires No extra software No extra installation No extra server

Benefit:

Reduced integration

costs

CRM Server

SAP Web

Application Server

SAP Web

Application Server

CRM MiddlewareCRM Middleware CRM Server ApplicationsCRM Server Applications

• Interaction Center

• Internet Sales

• Marketing Planning

• Campaign Mgmt.

• ...

CRM Adapter (Validation

Service)External Interface

Adapter

Groupware Adapter

R/3 Adapter

Mobile Client Adapter

BW Adapter

CRM Database


Content

Introduction



Technology

Conclusion


Retail

6%

not assigned

1%

Public

Services

5%Financial

Services

2%

Service

Industries

26%

Process

Industries

18%

Discrete

Industries

26%

Consumer

Products

16%

mySAP CRM - Customers By IBS

SAP CRM Customer Statistics

Source: CMI, January 8, 2002For actual information please visit SAPNet Alias: /CIN


mySAP CRMCustomer-Centric E-Business for Today’s Enterprise


SAP NetWeaver Business Platform

SCM

PLM

SRM CRM

HumanCapitalMgmt

Admin. & Operations

FinancialMgmt

mySAP Business SuiteThe Solution for the Extended Enterprise

EngineeringPartner

Supplier

Supply Chain Partner

Customer

CustomerRelationshipManagement

Supply Chain Collaboration

Supplier Relationship Management

Engineering Collaboration


Model for most rugged architecture:

SAP(Gartner, March 2002)

...and more than 1500 customers

Quotations

“

”


Contact & Further Information

SAP Internal

SAPNet : CRM-MW-INTERNAL

Further info : SOD

SAP External SAP Public Web : /CRM-TECH Business Integration

Integration Technology Integration Broker

SAP Service Marketplace :

/CRM Solution Overview and Details Architecture and Technology Business Integration Integration Technology Integration Broker

http://help.sap.com

Further info : Development News

crm middle ware over

Documents