Development of SAP Mobile Applications with emphasis on SAP CRM using Sybase Unwired Platform 2.0. Trond Pedersen ecenta Nordic AB

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Development of SAP Mobile Applications with emphasis

on SAP CRM using Sybase Unwired Platform 2.0.

Real life example from a customer pilot implementation of Mobile Application for Service Request Management (IPAD and SAP CRM). The presentation will contain a demo of the

implemented solution, plus the experiences gained from this project.

Trond Pedersen

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Agenda

Introduction

Our experiences from a customer pilot

implementation

Q&A

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Who We Are

ecenta

Founded in 2000 by ex-SAP Employees Corporate HQ - Walldorf, Germany

180 Full-Time employees in 8 offices worldwide

Focus: CRM, BCM, MDM/ MDG, BI, BOBJ, SAP Financials, NetWeaver

Over 200 Successful Implementations

More than 140 SAP CRM Projects More than 50 SAP BI Projects More than 20 SAP BCM Projects

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Who We Are

SAP is all we do

ecenta as a Partner of SAP

Co-Innovation and Co-Development Partner with SAP From CRM 3.1 to CRM 7.0 Ehp1

SAP Services Partner/Partner Edge Nearshore Partner

CBI Partner for Mobility and EIM (not yet confirmed)

SAP as a Customer of ecenta

Implementation of CRM@SAP for SME (Tele-Marketing & Tele-Sales) at SAP Germany

Implementation of Accounting Interaction Center at SAP Shared Service Center in Prague

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ecenta and Mobility

Due to our focus on CRM we are constantly exposed to

Mobile requirements

Field Sales

Field Service

Mobile workflow for Opportunity and pricing approvals

We do have substantial technical experience in UI

development and data orchestration

CRM Web UI, Web Dynpro, Java Server Pages, AJAX

Netweaver Mobile

We have partnerships with several mobile platform vendors

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Mobility Projects

Applied Materials, Santa Clara, CA

Implementation of the “CRM for Mobile” joint solution by RIM and SAP Focus on Account/Contact + Opportunity Management

Solution was later migrated to Sky Technologies

Sybase, Dublin, CA

Support of a PoC for Mobile Sales

ecenta was responsible for CRM and Netweaver Mobile

Varian, Palo Alto, CA

Support of mobile platform evaluation Scope: CRM Service, Mobile Workflow

Vendors evaluated: Sybase, Syclo, Sky, MSC Mobile

Carl Zeiss, Germany

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Current Mobility Projects (Sybase)

Tetra Pak, Sweden

Implementation of “Issue Resolution” (Field Service) on iPad

Straumann, Switzerland

Mobile Sales 2.0 on iPhone & iPad

Allergan, Irvine, CA

POC for a Mobile solution for Consignment stock check and transfer

SMSC, Hauppauge, NY

Mobile SFA to manage Accounts/Contacts and Design Win Opportunities

Procter & Gamble, Germany

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Mobility - Market Potential

According to Gartner 70% of all workers will be mobile by 2012.

Instead of issuing devices to their employees more and more companies are

allowing the use of personal devices to access corporate data. This results in the

requirement to provide mobile applications for multiple device types.

Currently 80% of all mobile deployments are on Blackberry, this percentage is

falling quickly with iPhone and Android growing the fastest.

Substantial ROI for the following user groups:

Field Sales: According to the Yankee Group, reps spend 74% of their time on non–

revenue-generating activities. Customer face-time can be increased significantly by reducing prep and admin time. Using a mobile device, a sales rep can get up-to-date information before walking into a customer meeting and update opportunities right after the meeting

Managers: Due to their busy schedules managers are often bottlenecks in approval

processes, which is especially time-critical for quote/price approvals. Using a mobile device managers can quickly review and approve workflow items anytime and

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Tablets

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Mobile Application for

Service Request Management

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Case study – Tetra Pak

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Types of Mobile Applications

Mobile Web Application

A web-based application, such as a BSP is written specifically to work with the

integrated browser of the applicable devices (e.g. Safari Mobile for iPhone)

Native Client with Web Service

A frontend application needs to be developed using the device specific SDK

(for example Java SDK with Blackberry Plug-In)

Backend data is consumed in real time through web service calls

Native Client with data synchronization

Data is pushed to devices according to subscription

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Issue Resolution - Vision

One common process and tools

Central storage

Multiple users with a scalable solution

Start with approximately 100-200 users Full roll-out includes 1000+ users

Range of users with varying user knowledge

Easy and interactive interface for issue reporting by “calling”

existing master data

System views customized to user groups/categories

Tools supporting standard quality methods e.g. WCM

E.g. Pareto analysis

Potential to open up to customers and suppliers

Transparency of information in step 2 Data input possibilities in step 3

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Issue Resolution - Advantages

Use of mobile device (e.g. iPad) instead of laptop to

speed up data processing

Data (issues) captured timely and not the next day

Offline use when no internet connection

Provide access to knowledge database and other CRM

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Sybase Unwired Platform

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Mobile app architecture with SUP

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SAP Mobile Sales for CRM Architecture

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Key Concepts

The gateway facilitates the push message traffic to and from

the Sybase DOE Connector

Data is stored on DOE, not SUP cache

DOE-C generates MBOs (Mobile Business Objects) and

metadata from ESDMA (Entity Set Definition for Mobile

Applications = data model document)

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Issue Resolution – App Scope PoC

List open issues

(Service Requests)

Change of status

Create new issue

Capture customer and serial no. via barcode reader

Take picture of broken device with iPad camera

Knowledge search

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SAP/Sybase Mobility Apps

SAP aims to have 100 apps available in Q4

Available apps can be viewed at

http://ecohub.sap.com/store/mobility/

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SAP Mobile Sales

Business Partner Management

Lead Management

Activity Management

Opportunity Management

Order Management

CRM Analytics and Reports

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SAP Mobile Sales - Activities

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SAP Mobile Sales - Opportunities

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SAP Mobile Sales – Account Data

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Why you need custom-made Apps!

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Mobile Application for

Service Request Management

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SAP Business Objects Explorer on iPad - DEMO

SAP BusinessObjects Explorer Web Application

SBOE Mobile Client

SAP BObj Enterprise

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Agenda

Introduction

The Market for Mobile Solutions

Types of Mobile Solutions

Sybase Unwired Platform

Customer Project: Service Request Management

Lesson learned

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Learning's from the Project

Learning's:

User Interface design is key to user acceptance and success

of project

Need to have an intuitive, user-friendly design using Apple

design standards

New ideas for app UI and functionality are coming up with

every new prototype

Plan enough time for discussions with end user and to do UI

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Required Development Skills

Development Project

Project Manager

ABAP Development

MBO Development

iOS Programmer for iPad and iPhone, C# for Windows

Mobile, Java for Blackberry

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Learning's from the Project

Feedback from a “developer”

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