Experiences from Lennox in Integrating SAP Cloud for Sales with SAP CRM using SAP HANA Cloud Integration

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Orange County Convention Center

Orlando, Florida | June 3-5, 2014

Experiences from Lennox in Integrating SAP Cloud

for Sales with SAP CRM using SAP HANA Cloud

Integration

Sam Varghese (Lennox)

Karthik SJ (SAP)

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What is SAP’s Cloud for Customer Integration

Strategy and Offering

What were the key experiences from implementing

Cloud Integration at Lennox

What are the Best Practices for Integrating SAP

Cloud for Customer with SAP CRM

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Integration is Top-of-mind for every customer

On-premise SAP?

Standard

integration?

Non-sap systems?

Customized SAP?

Tibco or Cast Iron?

Real-time?

Monitoring?

Master data?

Upgrade?

Time to implement?

Cost to implement?

Integration technology?

(4)

Market-to-Cash

Source-to-Pay

Recruit-to-Retire

End-to-End Business Processes

Customers have complex on-premise

landscapes

As customers adopt cloud solutions,

hybrid landscapes will become a

norm

Integration across the boundaries of

cloud and on-premise is a must to

prevent application silos

As companies adopt cloud, real-time end-to-end

business process integration is critical

Integration is key to achieve desired business

outcome in the cloud

(5)

SAP HANA Cloud

Integration

technology

iFlows

(prepackaged

integrations)

Open APIs and

deployment

choice

Cloud-based multi-tenant technology for

real-time process integration and data

integration

Design time with graphical flows and

mappings

Centralized monitoring and administration

Community marketplace (planned)

Prepackaged integration flows with

prebuilt logic for integration scenarios,

routings, and mappings for

o

SAP Cloud-SAP On-Premise

o

SAP Cloud-SAP Cloud

o

SAP Cloud-3

rd

Party Clouds

iFlows developed on SAP HANA Cloud

Integration, NW PI, or point to point

Rich set of open standards based APIs

to build custom integrations

To provide choices to customers, in

addition to offering our own

integration technologies, SAP also

certifies connectors developed by

third-party integration platforms like

MuleSoft, Cast Iron, and Boomi

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2

NetWeaver PI

1

SAP HANA Cloud Integration

Minimal on-premise footprint.

Add-on

only for integration

Leverage existing APIs.

Mappings

between available on-premise

APIs/IDocs and Cloud for Customer APIs

Integration content portable

between

NW PI and HANA Cloud Integration

Simple to extend

. Extend mapping

instead of new development in

on-premise systems

Cloud for Customer

Cloud for Customer

ERP or CRM

ERP or CRM

INTEGRATION USING SAP HANA CLOUD INTEGRATION

OR SAP NETWEAVER PI INTEGRATION

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SAP Cloud Applications

Third-Party

Integration

Platform

SAP HANA

Cloud

Integration

SAP

NetWeaver PI

Direct Integration

O

p

ti

o

n

1

O

pti

on

2

O

pti

on

3

O

pti

on

4

Customers have a choice in

deploying integrations

on-premise or in the cloud

SAP

On Premise

Third-Party

On Premise

Third-Party

Clouds

APIs/Web Services

Rich set of public SOAP Web Services

(A2A, mass-enabled A2X)

New OData APIs planned

Can be used by customers or partners

with SAP’s or third party integration

platforms

Certified connectors by third-party

integration platforms

(8)

SAP Cloud for Customer Lead Service Request Opportunity Business Partner Service Request Business Partner Material

Product Lead Opportunity

SAP CRM Campaign Header Campaign Activity Activity Account Hierarchy Account Hierarchy (BP Relationships) Territories Territories Product Category Product Category Sales Quote Sales Order Sales Org Hierarchy Sales Org Hierarchy Employees Employees Pricing Marketing Attributes Marketing Attributes

• 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)

• Integration of attachments bi-directional for opportunities, attachments for leads from CRM to Cloud coming in 1405

• Integration of marketing attribute definitions (CRM -> C4C) and marketing attributes assignments to customers. (coming in 1405)

• Real-time call to from C4C quote to CRM pricing supporting the full pricing flexibility of CRM pricing. (coming in 1405)

Orange : 1402 Released Blue : 1405 Released soon

(9)

iFlows are the standard integration

content from SAP

iFlows run on HCI and Netweaver PI

Each iFlow contains logical and technical

routings

User defined functions required for standard

integration delivered. Customers can customize

them.

iFlows contain predefined mappings with 100+

fields mapped and several user defined

functions and routing rules.

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SAP HANA Cloud Integration

Cloud-based technology

Real-time, bi-directional process

integration

Data integration

Graphical flows & mappings

Centralized monitoring and

administration

Pre-built adapters

Community marketplace (future)

Compatible with SAP NetWeaver PI

content (e.g. mappings) and SAP Data

Services (planned)

Lower cost of change over time

Real-Time Process Integration Prepackaged Integration flows Community and Marketplace Data Integration

SAP

On-Premise

3

rd

Party

On-Premise

3

rd

Party

Cloud Solutions

SAP Cloud Applications

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SAP HANA Cloud

Integration

Cloud for Customer

Financial Services Network

SuccessFactors BizX

OnPremise SAP/ 3rd party systems

Configure prepackaged process integration

flows

Design data integration

Monitor messages and data loads

Sales & Operations Planning

….

Simplified BPMN modeling of integration flows

Model abstraction using xml-based configuration

Manage integration flows with expert monitoring,

deploy/undeploy, start/stop instances

WEB USER INTERFACE

ECLIPSE USER INTERFACE

On-Premise Agent

Cloud ESB for message execution

Cloud Repository for storing Integration projects

and data integration flows

Multi-tenancy

Cluster based message processing

Cloud runtime for process integration

On-premise agent for data integration

RUNTIME & REPOSITORY

(12)

LENNOX INTERNATIONAL, INC

HVAC Industry

3+ billion$ company

Ticker symbol: LII

LOB:

Residential, Commercial & Refrigeration

(13)

Architecture:

SAP CRM (On Prem)- HCI- C4C

Master Data:

Org Model/Accounts/Employees (On Prem) > C4C

Contacts (C4C) > SAP CRM (On Prem)

Prospects remain only in C4C.

Transactional Data:

Activities: SAP CRM <> C4C<> MS Outlook

Opportunities: Remain in C4C without replication

(14)

High Level Architecture

SAP CRM

On Premise

SAP HCI

SAP

Cloud for

Customer

Mobile

Cloud for

Customer

App

Lennox

Firewall

SAP

Firewall

(15)
(16)

SAP CRM (On Prem middleware filters): what’s available out

of the box and what needs to be custom built for a C4C

integration.

Aligning years of SAP CRM On Prem design with nimble C4C

design/architecture for a smooth integration.

C4C is a rapidly evolving product in terms of Cloud &

Mobility functionality: setting business expectations.

Single Sign On (SSO) between C4C web and C4C mobile App.

Quarterly releases with added functionalities.

(17)

Focus on C4C-On Prem integration middleware

filters.

During Blueprint be clear on Master Data

replication design; master data clean up may be

required in On Prem.

Crawl, walk, run in terms of overall scope especially

the integration objects.

(18)

Best Practices

Cloud Integration Methodology for Implementation is SAP’s recommended roadmap for

implementing Cloud solutions in a cost-effective and timely manner. It provides proven,

repeatable implementation methodology best practices, to streamline projects and to reduce

overall implementation costs

.

Configure

Extend

Data Load & Test

Monitor

Integration On-boarding • Receive Provisioning emails

from SAP

• Request Users and Roles Authorization

• Prepare for technical connectivity (user/password in test landscape and certificate in production landscape) Integration configuration • Configure on-premise backend • Configure HCI

• Configure Cloud for customer

Connect

Integration extension • Cloud for Customer

extension using KUT/PDI

• HCI mapping and iflow adjustment

Integration Data Load • Perform codelist

mapping

• Adapt value mapping • Run reports for Initial load of Master data • Run reports for Initial

load of Transaction data

Integration Go-live • Promote from Test to

Production • Transport

configurations, extensions • Copy code list

mapping

• Copy value mapping

1

2

3

4

Upgrade

Go-Live

5

Integration Monitoring • Message Flow overview

monitoring in HCI web UI • Message flow monitoring

in HCI Eclipse • E2E Monitoring in SAP

Solution Manager • Email Alerts and Incident

Management in SAP Solution Manager • Forward Incidents from

SAP Solution Manager to SAP Cloud Operations

6

7

Integration Upgrade • View Updated Integration

content in HCI web UI • Import Updated Integration

content from HCI web UI without losing custom modifications • Adapt newly imported

Integration content with custom modifications • Deploy Adapted Integration

content

• View SAP delivered mappings and customer introduced mappings

(19)

Customers implementing

SAP HANA Cloud Integration

(20)

FUNTIONALLY RICH

Higher business value

through rich and deep

bi-directional near real-time

master data and process

integrations

TRUSTED

Lower risk for

implementation and

support through access to

trusted SAP domain

know-how and support

SPEED

Faster to not only

implement but also

subsequently consume

quarterly innovations of

cloud application

AFFORDABLE

Up to 80%

*

lower cost to

design, build, test,

deploy, support, and

maintain integrations

* SAP estimates for 5-year cumulative cost

(21)

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