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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 2Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 3Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 4Subject to change without notice
mySAP CRM Release Roadmap 2002 / 2003
mySAP CRM 3.xmySAP CRM 3.x
mySAP CRM 4.0mySAP CRM 4.0
Complete operational multi-channel CRMSupport of Connectedcustomer-centric end-to-end processes across themySAP.com e-Business platformLeading CRM AnalyticsPeople-Centric CRM - Ease of use through preconfigured roles forEmployees, Customers, Partners
Leading Edge scenarios fornumerous IndustriesIndustry-specific People-Centric RolesEnhanced CRM CoreFunctionality for Marketing, Sales, Service and AnalyticsInteraction Center Web ClientCollaborative ChannelManagement scenario
Industry-Specific Processes
Industry-Specific Processes
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 5Subject to change without notice
Customer-Centric E-Business with mySAP CRM
The Solution is completeRich functionality and supporting capabilities
Today’s complex customer problems require a deployable CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers.
mySAP CRM blends deep functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly embedded into the primary interaction channels with which organizations engage their customers.
All of this enables the closed loop interaction cycle, underlined mySAP CRM‘s unique valuepropositions.
mySAP CRM is built on an open, reliable, secure and scalabe technology platform
The strong and complete services offering of SAP helps to quickly implement mSAP CRM and supports the ongoing optimization of the solution environment.
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 6Subject to change without notice
Multi Channel Customer Interactions with mySAP CRM
Mobile Client Technology
Laptop solution for disconnected mode scenarios
Mobile Client Synchronization
SAP Mobile Application Studio
Easy software distribution
mySAP CRM Technology and ArchitectureDrives mySAP CRM as the Most Advanced CRM Solution in the Market
The CRM server with the CRM middleware and CRM applications is at the core of the mySAP CRM system landscape. It takes advantage of all the benefits of SAP Web Application Server, including load balancing, high availability, integration, and security. The CRM server can run as a stand-alone solution or with various back-end systems. If SAP R/3 is the back-end system, only a plug-in is needed to handle data exchange with the SAP CRM server. CRM middleware handles data exchange with third-party systems.
mySAP CRM supports thin clients for user access. Without additional software installation on the client side, all relevant functions are accessible in a standard browser. You can also use SAP GUI for Windows.
mySAP CRM supports two types of mobile scenarios: laptops and handheld devices. Laptops employ the solutions for mobile sales and mobile service, which are synchronized via the CRM middleware with the SAP CRM server applications. Handheld solutions can be accessed in online or offline mode.
mySAP CRM is integrated with various other SAP solutions. For example, SAP® Business Information Warehouse increases the value of each CRM installation with reporting and data warehousing tools for analytical CRM. Efficient marketing planning and accurate ROI calculations are great advantages. It is also integrated with SAP® Advanced Planner & Optimizer (SAP APO), which allows service to the customer along the whole supply chain. Quick available-to-promise (ATP) checks for configurable and nonconfigurable products, production on demand, and delivery in time help satisfy customer needs.
The exchange of information between mySAP CRM and other components, such as SAP BW and ERP back-end systems occurs over the CRM middleware.
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 7Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 8Subject to change without notice
Solution Map - CRM Architecture & Technology
User Interface Portal Clients Configuration
Communication Channels Telephony E-Mail Letter / Fax Internet
Mobile Technology Mobile Clients Synchronization Service Development Tools
Business Integration Business Scenarios Integration Technology Web Services
Platform Technology ... based on SAP NetWeaver
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 9Subject to change without notice
Challenges in Field Applications - Mobile Client Technology
All relevant customer relationship data needs to be available in an offline environment so you can gather information directly at the customer’s site.
The client for the field force working offline needs to be seamlessly integrated into the other CRM components to guarantee integrated processes between in-house and fieldusers.
The offline client has to support the field representatives in their daily work.
The information has to be shared with other online and offline users and supported by intelligent replication services.
The Mobile Client Application needs to be easily deployedto and automatically installed on the laptops in the field.
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 10Subject to change without notice
Business Value of mySAP CRM - Mobile Client Technology
Enable users to work anytime and anywhere
Powerful synchronization services for largemobile field forces
Enhance Mobile Client Applications to yourbusiness requirements or develop entirelynew applications
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 11Subject to change without notice
Analyst and Customer Quotes
Companies are mobilizing. The number of mobile workers continues to rise, with rapid growth expected over the next two years.
Forrester Research, 5/2001
“”“
”
For complete e-business integration, the front office must coordinate with back-office business functions as well, such as finance, operations, supply chain, logistics and human resources. Furthermore, the enterprise needs to
link to external partners, suppliers and distributors.”Meta Group, 3/2001
An increase of 5% in customer loyalty can increase profitability by 25-80%.
Harvard Business School Datamonitor, 6/2002“
”
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mySAP CRM for Laptops and Tablet PCs
Offline OperationMobile Client Application with separate database on the laptopWorkgroup SolutionGroupware IntegrationLocal Pricing and Configuration Engine
Data Synchronizationwith CRM Middleware
Filtered and unfiltered replicationDependencies between objectsTerritory ManagementRealignment
Solution ManagementFast deployment with automatic installation processBackup and recovery
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 13Subject to change without notice
Mobile Clients withMobile Client Application
mySAP CRM System Landscape - Mobile Scenario
CRM ServerMiddleware
Permanent communicationfacilities
Temporary dial-up facilities
Communication Station
Field Head officePeriodically, the Mobile Clients
dial into the Middlewareand exchange data.
The Mobile Client Application (MCA) is the application running on the Mobile Sales or Service employee’s mobile device. The mySAP CRM Mobile Sales and Mobile Service components support a company’s mobile sales and mobile service employees, respectively, providing full access to all required data on laptop computers. This data is kept up to date through regular data exchange using the Middleware component of the central CRM System. (NOTE: There is no Middleware Server as such; the Middleware is a component of the CRM Server.)
Mobile Sales and Service users carry a full-blown PC application, including an application database, on their laptops. They connect to the CRM System as necessary via phone or network to exchange data accumulated and stored in queues at both ends. In the Communication Station, DCOM calls from Mobile Clients are transformed into remote function calls (RFCs) that go to the Middleware. This data distribution follows a flexible set of replication rules, where business objects are assigned to Mobile Clients according to values in criteria fields.
The Middleware has an RFC connection to an OLTP R/3 System, and possibly to other systems such as SAP Business Information Warehouse or a third-party application. Up to Release 3.0, these third-party systems were connected via ASCII adapter; as of 3.0, they can also be connected via XML adapter.
The CRM Middleware has a Consolidated Database (CDB) which houses the Client-related business data and application-specific metadata for the enterprise (or portion of the enterprise).
The SAP Mobile Application Studio (MAS) is a set of tools used for developing and/or customizing the mySAP CRM Mobile Applications. During replication between the MAS and the Middleware, application-specific upgrade data is sent. This upgrade data is then distributed from the Middleware to the Mobile Clients.
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 14Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronisation
SAP Mobile Application Studio
Conclusion
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Mobile Client Applications - Context of Use
Professional userNeeds many sophisticatedfunctionsPerforms detailed analysisWorks with a large data volumeRequires easy text input
InformationUp-to-date, but not real-time
Offline useNetwork coverage not alwaysavailableIntegration with head office required
Disconnected for long periods
User-managed intelligent synchronization when necessary
Examples:
SAP CRM Mobile SalesSAP CRM Mobile Service
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 16Subject to change without notice
Mobile Client Application - Features
Offline usageMobile Client Application with local database
Ease-of-useOverview and easy access to details Backward and Forward buttons for fast navigationHyperlinks to related informationSupport of Tablet PC features
Integration ofPricing and Configuration EngineGroupware (Microsoft Outlook, Lotus Notes)Seagate Crystal ReportsMicrosoft ExcelBackWeb
Workgroup solution
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 17Subject to change without notice
Example: Screenshot of Mobile Sales
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Extended Features to Support Tablet PC
Ease-of-useHandwriting recognition: writing, drawing and erasing like on paper Combining ink input and keyboard support for fast and easy data input and navigationChanging Screen orientation from portrait to landscape modeSpeech navigation andcontrol
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Mobile Client Application - Benefits
Relevant customer relationship data are available in an offline environment
Quick identification of most important information
Easy creation and update of business data on themobile client
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 20Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 21Subject to change without notice
Mobile Client Synchronization - Features
Replication via publications / subscriptions
Filtered und unfiltered replication
RealignmentAutomatic realignmentScheduled realignment
Support of dependencies between objects
Backup and recovery of mobile clients
Fast deployment of laptops
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Mobile Client Synchronization - Benefits
Mobile users receive only the data that they really need
Fast data synchronization for mobile users
Temporary assignment of one or more stand-ins
Fast deployment of the Mobile Client Application
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 23Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Application
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 24Subject to change without notice
SAP Mobile Application Studio - Features
Visual Development Environment
Visual modeling reduces manual coding to a minimumChange management andsoftware logisticsModification supportMultilingual and translationcapabilityEffortless generation of Mobile Client Application
SAP Mobile Application Studio
Mobile ClientApplication
Design Tools
Generator
Mobile Application Repository
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 25Subject to change without notice
SAP Mobile Application Studio - Benefits
Easy enhancement and new development of Mobile Client Applications
Easy-to-use tools for modeling both the business logic and userinterface designGenerate the application without further programming
Multi-user development: two or more users can access the sameobject and continue developing simultaneously withoutinterfering with each other’s work
Version management to ensure that no information is lost whencollisions occurComplete change historyIsolated development through change listsCollision detection and merge support
Software logistics supportTransport of development objects between system landscapesEasy deployment of new or enhanced applications to the laptopcomputers in the field
Fully integrated into the CRM system landscape
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 26Subject to change without notice
Content
Introduction
Overview – Mobile Client Technology
Mobile Client Technology within mySAP CRM
Mobile Client Runtime
Mobile Client Synchronization
SAP Mobile Application Studio
Conclusion
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 27Subject to change without notice
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, 2002
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 30Subject to change without notice
Further Information
Information for Customers and PartnersSAP Service Marketplace : Alias MAS: CRM Mobile Technology
Link to Documentation & Glossary: http://help.sap.com →mySAP.com Cross-Industry Solutions →
mySAP Customer Relationship Management →Architecture and Technology →
Mobile Technology →SAP Mobile Application Studio
Business Integration →CRM Middleware
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© SAP AG 2003, mySAP CRM Overview Presentation: Mobile Client Technology / 31Subject to change without notice
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