SAP CLOUD FOR CUSTOMER
AND HANA CLOUD PLATFORM
ARCHITECTURE, FLEXIBILITY, DEVELOPMENT
26 MAY 2015
Sven Feurer, Cloud for Customer Product Management, Partner Enablement Lead, SAP SE
Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business
outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of
merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or
omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.
All forward-looking statements are subject to various risks and uncertainties that could cause actual
results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in
making purchasing decisions.
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
BEFORE WE START…
INTRODUCTION TO
SAP‘S CUSTOMER
ENGAGEMENT &
COMMERCE
STRATEGY
SAP‘S CUSTOMER ENGAGEMENT AND COMMERCE STRATEGY (CEC)
OMNI-CHANNEL CUSTOMER ENGAGEMENT – ANYWHERE, ANYTIME
COMPREHENSIVE
CAPABILITIES
across sales, service, marketing and commerce
DIFFERENTIATE
with mobile user experience, predictive analytics and industries
LEAPFROG
with omni-channel customer
engagement WEB CALL CENTER MOBILE SOCIAL EMAIL @ MARKET-PLACE DIGITAL GOODS POS MARKETING CHANNELS INTERNET OF THINGS CONTENT CENTER
CONSISTENT, END-TO-END USER EXPERIENCE ACROSS CHANNELS & DEVICES WITH ‘FIORI’ DESIGN
INDUSTRIES
SOCIAL & PREDICTIVE ANALYTICS
SALES SERVICE MARKETING COMMERCE
SAP‘S CUSTOMER ENGAGEMENT AND COMMERCE STRATEGY (CEC)
OUR ROADMAP: FOCUS AREAS OF INVESTMENT
1. INNOVATE IN CLOUD
Across Sales, Service, Marketing, Commerce, Social & Mobile
2. LEVERAGE ON-PREMISE
With hybrid solutions, private cloud, and end-to-end integration
3. TURN INSIGHT
INTO ACTION
With predictive analytics powered by HANA
4. COVER ALL TOUCH
POINTS & CHANNELS
To engage with customers the way they want to
WEB CALL CENTER MOBILE SOCIAL EMAIL @ MARKET-PLACE DIGITAL GOODS POS MARKETING CHANNELS INTERNET OF THINGS CONTENT CENTER
CONSISTENT, END-TO-END USER EXPERIENCE ACROSS CHANNELS & DEVICES WITH ‘FIORI’ DESIGN
INDUSTRIES
SOCIAL & PREDICTIVE ANALYTICS
SALES SERVICE MARKETING COMMERCE SAP HANA CLOUD / CUSTOMER ENGAGEMENT PLATFORM
SAP CLOUD FOR CUSTOMER
COMPREHENSIVE CEC SOLUTION PORTFOLIO BUILT FOR THE CLOUD
SAP Cloud for Sales with Marketing SAP Cloud for Service & Portal SAP Cloud for Social Engagement
Customer Insight
Key Characteristics:
• Modern and consistent user interface (Fiori)
• Predictive analytics and collaboration features
• Fully mobile-enabled (online and offline)
• Real-time based on SAP‘s HANA Cloud Platform • Prepackaged integration with SAP ERP / CRM
REACTIONS FROM ANALYSTS AND CUSTOMERS
Evan Quinn, EMA Research January 2014
“SAP Cloud for Sales, by being a smart second-mover, has
jumped over first-generation SaaS sales solutions, such as Salesforce.com …because SAP originally designed and
built Cloud for Sales with social, mobile, and analytics in mind.”
Forrester CRM, Market Overview:
Enterprise SFA Solutions, December 2014
“SAP Cloud for Sales
is a comprehensive
sales application and
has been designed
with a mobile-first
approach.”
Bas van Amerom, Global Information Manager for Sales, AkzoNobel,
September 2014
“Replaced
Salesforce.com with
SAP Cloud for Sales
and had 83% user
SAP HANA CLOUD PLATFORM
Application Development | Integration | Database and Analytics | Foundation
SAP JAM – PEOPLE-TO-PEOPLE COLLABORATION
ARIBA BUSINESS NETWORK – BUSINESS-TO-BUSINESS COLLABORATION
SAP LINE OF BUSINESS CLOUD APPLICATIONS
MANAGED CLOUD SAP Business Suite on HEC SAP Business Warehouse on HEC
from SAP or PARTNERS PEOPLE CUSTOMER MONEY SUPPLIER
CLOUD SUITES ERP
PARTNER/ ISV APPS MARKETPLACE HANA CLOUD APPS
© 2015 SAP AG or an SAP affiliate company. All rights reserved.
In the Centre of the SAP‘s Cloud Strategy:
SAP Cloud for Customer
SAP HANA as In-Memory Database
DB/ Platf
.
OS Suse Linux with Xen Virtualization
C4C A PPLIC A TION CORE (A B A P, HA N A XS)
SAP Platform Content for BC, Fine-Tuning, Administration, etc.
SAP Cloud for Sales SAP Standard Application Content SAP Cloud for Service SAP Standard Application Content SAP Cloud for Social SAP Standard Application Content SAP Public Solution Model (PSM) for Service, Social, Sales
TENA
NTS Customer Content (Key User and End User Tools)
Partner Content (SDK Enhancements, ABSL Script)
…
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 10
Solution Architecture of SAP Cloud for Customer
Protected Core but open for Innovations on the Platform
…
Private Edition for SAP Cloud for Customer (>1000 User) Standard Edition for SAP Cloud for Customer
SAP HANA CLOUD PLATFORM
Foundation and HANA DB ServicesCloud Portal Cloud Integration Cloud Development on Java EE Cloud Development on HANA XS
SAP Cloud for Customer Platform SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engage-ment SA P Clou d fo r Cust om er Support Portal Customer -specific Extension (e.g. ext. Portal) SAP Business Suite and others
SAP Cloud for Customer (C4C) runs on top of SAP HANA Cloud Platform (HCP). Besides the own Platform for Admin Tools C4C offers overall HCP Services as „Application Bundles“ to customers.
2. FLEXIBILITY
OVERVIEW CONCEPT
AND KEY USER TOOLS
Flexibility to adapt as your company’s needs change
Tools and Roles reflected in an overall Governance
Configure & Adapt
without coding
Extend & customize
with the SAP Cloud
Applications Studio
Personalize
your workplace
Sales Representative Sales Operations IT Department or PartnerField of Action for IT and Partners Key User’s Tasks and Responsibility
SAP Cloud for Customer
Flexibility Spectrum
CONFIGURATION ADAPTATION EXTENSION INTEGRATION DEVELOPMENT Business Configura- tion Perso- nalization UI Adaptations Screen Layout Additional Tab Text Verticalization Individual Termino- logy Workflow and Rules Business Task Management Custom Documen- tation & FAQHelp Center Learning Center Custom Forms Output Forms Interactive Forms Custom Analytics Custom reports Field Extensions Custom Processes Extended Status & Actions Data Model Extensions Additional Business Objects Collabo- ration 3rd Party Integration Process Integration Deployment Models Partial Scope Mashup’s UI & Portal Mashups Alternative User Interface Interactive Forms Mobile UI Collaborative Processes Composite Apps Biz Events A2X
SAP Cloud for
Customer Core
Rules Management Translation Own Fields Further Usage Own screens Jam Settings Data IntegrationScope, Configure and Implement the Solution
Central Business Configuration
Configure best practices
through business questions
and guidance
Use an engineered setup
that makes implementation
predictable
Reconfigure when
business needs
change
3. DEVELOPMENT
a) SAP Cloud Applications
Studio (SDK)
SAP HANA Cloud Platform
Transactions Analytics Streaming Predictive Spatial Text Mining
SAP HANA AppServices
SAP HANA DBServices
Integration Portal Analytics Collaboration Mobile
www
Security
SAP Cloud for Customer
Extension Apps
KUTs & open APIs SDK
SAP Cloud for Customer runs on the HANA Cloud Platform
•
SAP Cloud for
Customer natively
enables
customizations and
integrations via SDK
and open APIs
•
Customers and partners
can leverage HANA
Cloud Platform to build
next generation
Develop the „Last Mile“ in SAP Cloud for Customer
End-to-end Development Environment embedded
SAP Cloud Applications Studio – Software Development Kit (SDK)
Solution
Extensions:
Modification-free Multi-tenant Multi-device De-coupled lifecycle Scalable Easy to integrateIntegrated SAP Cloud
Applications Studio
development environment based on Microsoft Visual Studio
Reuse of key user tools e.g. field extensibility and reports builder
Access the Cloud for
Customer Core via the Public
Solution Model (PSM) layer
Enhanced developer
productivity through wizards
End-to-end software
lifecycle management
Introducing the Public Solution Model
What is it and how can you use it?
Use Cases
Business Objects (BO)
Extend Standard BOs
Build new BOs with links to SAP BOs and based on global data types
User Interface (UI)
Navigate from/to UIs (e.g. mashups)
Extend User Interfaces through Public Anchors Build new UIs on SAP BOs and partner BOs
Business Configuration
Integrate partner BC structures into SAP BAC
Analytics
Define new reports on analytical views Define new analytical views on SAP BOs
The Public Solution Model (PSM) is the released Business content for C4C and other Cloud
Applications which can be used within SAP Cloud Applications Studio. The content types which are
published are e.g. Business Objects, Business Configuration Objects, Data Types, Form Message Types, Object Value Selectors, Embedded Components, UI Inports / Outports, Public UI Anchors and Business Adaptation Catalogue (BAC) entries.
Forms
Build new forms on form message types Build new form message types on SAP BOs
Business Task Management
Define new tasks for BOs
Processes
Process chain browser provides end-to-end process visibility adopting to Business Configuration
Process integration / enterprise services
Integrate components via services
Generate new A2X services for standard BOs
SAP Cloud Applications Studio
Development Examples
Forms, Excel Up/Download User Interfaces Business Objects Approval, Email & Notifications Reports & Dashboards Web Services Business Configuration Business Scripting Language Mass Data Runs Pattern-based For Smartphones, Tablets, Desktops Provider, Consumer SOAP / RESTSAP Cloud Applications Studio
Development Examples
LifeCycle Management Patterns Wizards Development Environment Debugging Tracing Based on MS Visual Studio1
2
3
Extension Fields for SAP PublicObjects
Key User Environment
Web-Based
Extension Logic for SAP Public
Objects
UI Flexibility for SAP Public
Objects Integration & Reuse of SAP Public Objects Translation Open XLIFF Standard
SAP Cloud Applications Studio
Software Lifecycle
a) Customer-specific Solutions: Customer Test Tenant* Customer Prod.Tenant End-to-End Solution Extension Develop Configur e & Use Down- & Upload Characteristics: • 100% customer-specific• All development artifacts reside in the customer landscape
(own namespace)
• Intellectual property typically belongs to the customer
*Alternatively Customer Development Tenant b) Solution Templates: Partner Tenant Template Develop Characteristics:
• Solution can be “prepared” as
solution template
• Development is done in the partner namespace
• IP belongs to the partner
• The remaining x% of the scope can be developed as customer-spec. solution Down- & Upload Customer A Test Tenant Customer A Prod.Tenant Customer B Test Tenant Customer B Prod.Tenant Customer … Test Tenant Customer … Prod.Tenant 5.
3. Development
b) SAP HANA
Cloud Platform
SAP HANA Cloud Platform
Transactions Analytics Streaming Predictive Spatial Text Mining
SAP HANA AppServices
SAP HANA DBServices
Integration Portal Analytics Collaboration Mobile
www
Security
SAP Cloud for Customer
Extension Apps
KUTs & open APIs SDK
SAP Cloud for Customer runs on the HANA Cloud Platform
•
SAP Cloud for Customer
natively enables
customizations and
integrations via SDK and
open APIs
•
Customers and
partners can leverage
HANA Cloud Platform
tools to build next
generation extension
apps
SAP’s Cloud Application Extensions Strategy for Partners
SAP HANA Cloud Platform
is the center piece
of SAP’s application extension strategy in the cloud
SAP is committed to bring
rich applications
extensions
on the SAP HANA Cloud Platform
SAP is dedicated to
build, enable
and
nurture
a healthy and thriving application extensions
ecosystem on the SAP HANA Cloud Platform
SAP encourages partners to take advantage of
What SAP HANA Cloud Platform Can Do for You
Extend existing applications and build new ones on top of the SAP HANA platform in the cloud
Build
New Cloud Apps
Extend
Cloud Apps
Extend
SA P Cl oud for C ust omer
Integration Showcase: Account & Contact Data Maintenance
Scenario Overview
SA P HA N A C loud J2EE Appl icat ion Customers Accessing multiple online self-services like Contact Data MaintenanceRespective Sales / Service Representative
Interacting with the customer‘s request by approving / rejecting
Integration Showcase: Account & Contact Data Maintenance
Process Flow
SA P HA N A C loud J2EE Appl icat ion SA P Cl oud for C ust omerRead contact data
Query Account data
Read single Contact
2 Change contact data
Update single contact
Request change for single contact
3
Approval workflow
Sales Rep receives workflow
Sales Rep approves / rejects requested changes
Update single contact master data
4 ERP (optional)
Automatically replicate updated contact to SAP ERP system
5
6 Receive notification
Receive notification that the contact changes have been approved or rejected
Account and contacts
Account and contact management
Integration Showcase: Account & Contact Data Maintenance
Summary
SA P HA N A C loud J2EE Appl icat ion SA P Cl oud for C ust omer Custom-developedexternal-facing portal application which is tightly connected to the SAP
Cloud for Customer system
SAP UI 5
Business Logic without persistency SOAP Web service Consumption
SAP Cloud Application Studio enhancements: custom business object, approval logic, UIs and
web service provisioning SAP Cloud for Customer
Standard SAP Cloud for Customer solution with some minor
enhancements implemented in SAP Cloud Applications Studio
SAP HANA Cloud Platform Reference Customers
Insight Selling Suite offers extended Configure-Price-Quote functions for C4C
Robust e-Commerce sites for the sale of Jaguar Land Rover merchandise, with a focus on user experience
Reconciliation of inconsistent human capital management (HCM) data
Assure accuracy and confidence of core HCM data, especially given company transformation, in order to make talent-driven business decisions
Order management call center application for Danone South Africa
User friendly mobile congress app to support the annual VNSG congress for 1500+ attendees Integrates with the C4C sales scenarios and SAP ERP for
product configuration and pricing
Seamless integration with on premise and SuccessFactors cloud systems
Delivered under budget and the development process much faster than expected.
Responsive design across smart phone, tablet and desktop devices
SuccessFactors Extension Single application for multiple platforms, including Android, iOS, web
4. CLOUD
DEVELOPMENT
PARTNER PROGRAM
AND FURTHER
SAP Cloud for Customer Administrator & Key User Tools
Administrator Guide
Business Configuration
Define Solution Scope
Implementation Project and Activity Tasks
General Settings
Organizationsl Management Define Business Roles
User and Access Management / Restrictions Integration, Comm. Arrangements, WebDAV
Workflows
Business Task Management
Notifications and Approcal Processes
Service and Social Settings
Communication Channels
Social Media Setup, SLA Setup
CTI Integration and Live Activity Pane Portal Adaptation (Support/Partner Portal)
Sales and Marketing Settings
Configuring Leads, Opps, Quotes Sales Target Planning
Terretory Management, Price Lists Retail Execution
Campaign and E-Mail Templates
SAP Cloud for Customer in SAP Service Marketplace
Integration Guides
Join us on SCN:
C4C Community
SAP Cloud Applications Studio
Developer Guides and Community
Cloud Applications Studio Landing Page
http://www.sap.com/cloudapplicationsstudio
SDK Documentation
http://help.sap.com/studio_cloud?current=sdk
SAP Community Network
http://scn.sap.com/community/cloud
http://scn.sap.com/community/business-bydesign/studio
Tutorials & How-To‘s:
https://www.youtube.com/playlist?list=PLlv98 Yv1vqFsqBCDWG0MNn_GmmlpnXioz
SAP Press
SAP Cloud for Customer
Training Curriculum for Key Users and Developers
C4C10: SAP C4C Project Implementation
• Goals: Equip project team members to configure and implement C4C
• Duration: 4 Days
• Audience: Project managers, application consultants, key users
C4C30: SAP Cloud Applications Studio
• Goals: Empower development teams on SDK for C4C application extensions
• Duration: 4 Days
• Audience: Technical consultants, developers
C4C50: SAP C4C Integration with On-premise SAP Solutions
• Goals: Enable technical consultants to configure and implement C4C integration scenarios with SAP ERP and SAP CRM on-premise applications
• Duration: 4 Days
• Audience: Integration developers, BASIS administrators, application and technical consultants
https://training.sap.com
Feel free to connect with me at:
https://www.linkedin.com/in/svenfeurer [email protected]
THANK YOU
Please provide us your feedback via https://my304777.crm.ondemand.com
CUSTOMER
“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.”
DIGITAL TRANSFORMATION
WITH A CLEAR FOCUS ON
THE
CUSTOMER JOURNEY
& EXPERIENCE
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 hybris B2C Commerce
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.
“It's really about transparency –
understanding where we win, where
we lose, and why. With SAP Cloud for
Sales we can gather that information
and understand the markets even
better, so we can be more innovative,
engaging, and responsive to our
customers' needs.”
MIGRATION FROM
SALESFORCE.COM
TO SAP HANA
CLOUD PLATFORM
AND CLOUD FOR
SALES
OBJECTIVE
Easily identify sales opportunities and have the insight into all customer activity in order for sales to be relevant and responsive.
SOLUTION
SAP Cloud for Sales (migration from salesforce)
BENEFITS
Integrated sales
platform with backoffice integration provides complete customer and wins transparency and easy to use, mobile interface provides everything sales needs on the road.
“SAP Cloud for Sales allows our
sales force to have a global reach
with client data at their finger tips
anywhere, anytime. We are able to
service our clients better and SAP
helps us simplify a very complicated
business”
LONG TIME
SAP CRM
CUSTOMER
GOES MOBILE
WITH SAP CLOUD
FOR SALES
OBJECTIVE
Manage the entire sales cycles from
account contact management to activities, leads and opportunity
management for all our sales globally.
SOLUTION
SAP Cloud for Sales SAP CRM
BENEFITS
Rolling out to 450 Users. Complete
customer insight and end-to-end visibility into lead to cash service process. With collaboration, powerful analytics and mobile-enabled, sales has everything they need at their fingertips.
ROLL-OUT OF
SAP CLOUD
FOR SALES
TO
1100 USERS
GLOBALLY
OBJECTIVE Centralize sales process with price management, increase customer retention, and complete business reporting. SOLUTIONSAP Cloud for Sales, SAP ERP
BENEFITS
Integrated sales platform with ERP integration provides complete customer and sales transparency with easy to use,
mobile interface provides everything sales.
OBJECTIVE
Sales pipeline management with leads and Opportunity management, Mobile access including IPad, IPhone and Android devices, and
integration with ERP
SOLUTION
SAP Cloud for Sales
BENEFITS
Rolling out to 1200 Users. Complete sales
management with mobile-enabled, sales has everything they need at their fingertips.
SAP CLOUD
FOR SALES:
FROM START
TO FINISH
SAP CLOUD
FOR SALES:
FROM START
TO FINISH
IN
8 WEEKS
OBJECTIVELeverage insight with SAP ERP through the ease of use and
power of Cloud for Sales
SOLUTION
SAP Cloud for Sales
BENEFITS Enhance sales productivity and effectiveness, provide management transparency into business and leverage insights from ERP
ENHANCED
CLIENT RELATIONSHIP
MANAGEMENT
THROUGH SEAMLESS
INTEGRATION
OBJECTIVE Connecting 60,000 worldwide sales with immediate access to client information enables exceptional service anytime, anywhere. SOLUTIONSAP Cloud for Sales
BENEFITS
Efficient and optimized campaign-to-cash processes enabled through seamless systems integration to ERP and other
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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
