A Guide to New and Enhanced Capabilities for SAP CRM On-Premise

A Guide to New and Enhanced Capabilities for SAP CRM On-Premise John Burton

SAP Labs

Introduction/Purpose

Learn how to leverage your existing SAP CRM On-Premise investment by taking

advantage of the newest features and enhancements

Find out how you can influence and participate in SAP’s roadmap for SAP CRM

Hear about SAP’s new Fiori user interface and determine whether it might be a

good fit for your organization

Discover what options are available for improving your SAP CRM performance by

taking advantage of SAP HANA

Agenda

Introduction

Desktop Connection for SAP CRM

SAP Fiori UX

SAP HANA

SAP Customer Connection Program

Wrap-up

Roadmap and Direction for SAP CRM On-Premise

Mainstream maintenance of Business Suite/CRM on-premise extended until 2025

SAP continues to develop and enhance CRM on-premise

Customer Connection allows customers to request product enhancements

SAP’s next generation user interface, Fiori, leverages industry standards like HTML5 and OData Services to run

on any device (laptop/tablet/smartphone)

Desktop Connection for SAP CRM provides an alternative to client-side Groupware for Outlook/Notes

integration

CRM on HANA can improve search performance and call center performance by up to 5X, while also enabling

real-time CRM/ERP reporting and analytics

SAP Hybris commerce capabilities complement and extend SAP CRM on-premise Marketing, Sales, Service

SAP plans to renovate and simplify CRM on-premise starting already in 2015

Agenda

Introduction


SAP Fiori UX

SAP HANA


Wrap-up

Desktop Connection for SAP CRM Positioning and Overview

• Keeps data in sync between

Microsoft Outlook/IBM (Lotus)

Notes and SAP CRM including

offline mode

• Accounts

• Contacts

• Appointments

• Personal tasks

• Emails

• Leads*

• Opportunities*

* Requires Enterprise Edition (additional

license)

The new “Desktop Connection for SAP CRM” solution connects SAP CRM with the way users work

every day

Desktop Connection for SAP CRM Integration with Microsoft Outlook/IBM Notes

Users work in Microsoft Outlook or IBM Notes

• Require ability to manage a subset of CRM data to support day-to-day tasks

• Manage calendar appointments, accounts, and contacts back to CRM

• Keep data in sync between MS Outlook/IBM Notes and SAP CRM

• Get offline access to synchronized CRM data

Partnership with invisibleCRM

• SAP is teaming up with a new partner called invisibleCRM

• invisibleCRM is a provider of technology integrating enterprise applications with personal user

environments

• Desktop Connection for SAP CRM integrates with MS Outlook and IBM Notes leveraging the

invisibleCRM SYNC PLATFORM

Desktop Connection for SAP CRM Enterprise Edition (Additional License Required)

Major enhancements in enterprise edition compared to professional edition (separate license

necessary, material number 7017842)

• Synchronization of opportunities

• Synchronization of leads

• Support of n:m relationships between accounts and contacts

• Multiple text types for accounts, contacts, appointments, leads, and opportunities

• Synchronization of recurrent appointments from Outlook to CRM

• Optional synchronization of any SAP business objects in customer

implementations (in the Professional Edition only existing objects can be

enhanced)

See blog for more info:

http://scn.sap.com/community/crm/blog/2014/11/22/desktop-connection-for-sap-crm-faq














Desktop Connection for SAP CRM is a combination of:

• Connector (connects to particular back-end API via SAP Gateway)

• invisibleCRM’s invisibleSync Platform

• Customization package (defines business logic, pulled from CRM)

OData API

• Web interface as OData service published by SAP Gateway

Desktop Connection for SAP CRM Architecture Overview

NetWeaver Business Suite Windows OS

SAP CRMOData

API

Invisible CRM

Windows Office Outlook

RInternet(Intranet)

RR

Conn

ecto

r

Invi

sibl

e Sy

nc

App

Logi

c

R

Desktop Connection for SAP CRM Synchronization and Conflict Resolution

Two ways to launch synchronization

Automatic synchronization interval can be maintained

In addition, users can start synchronization manually

Built-in conflict resolution

Manual and/or automatic conflict resolution (on object/field

level) is maintained in customizing and can be adjusted

Default settings

– For master data CRM wins

– For appointment Outlook/Notes wins

– In case of empty and non-empty fields, the non-empty field wins

Desktop Connection for SAP CRM Required Components

The following software components are mandatory

• SAP Gateway 2.0 SP07 and higher – Gateway Business Enablement and Event Publishing

Component IW_BEP on SAP CRM back-end server

• SAP Gateway 2.0 SP07 and higher – Gateway Core Component on Gateway Hub

• ABAP Add-on for the Desktop Connection for SAP CRM on the SAP CRM back-end server

• Desktop Connection for SAP CRM 2.0 as MS Outlook/IBM Notes add-in

Supported MS Outlook versions

• Outlook 2007, Outlook 2010, Outlook 2013

Supported IBM Notes versions

• IBM Notes 8.5, IBM Notes 9

Agenda

Introduction


SAP Fiori UX

SAP HANA


Wrap-up

SAP Fiori: Keeping “Simple Things” Simple

1-1-3 (1 user, 1 use case, 3 screens) • Solve the right problem

• Know and provide context

• Provide meaningful data integration

All sizes, devices, versions, channels • Designed to adjust to the device form-factor

• Design with mobile mindset

• Consistent user experience across mobile, tablet, and desktop

Apps that speak the same language • Provide coherence for common activities

• Provide brand coherence

Low barrier to adoption • Enabling customers to adapt and users to personalize

• Deployable to users ideally in one day

• End-to-end extensibility

De-composition into task-based experience • Provide one entry point for the user

Responsive

Simple

Coherent

Instant

Value

Role-based

Fiori Apps for CRM Sales Professional Business Role

Scope

Accounts

Contacts

Leads

Opportunities

Tasks

Appointments

Notes and Collaboration

Sales Pipeline Simulation and Tracking

Operational Sales Analysis Reports

See blog for more info:

http://scn.sap.com/community/crm/blog/2014/10/14/five-things-you-need-to-know-about-fiori-for-crm






















SAP Smart Business for sales performance management

SAP Fiori Apps for Sales and Marketing

My Accounts My Tasks My Contacts My Leads

My Notes

My Opportunities

My Appointments

Simulate

Sales

Pipeline

Track

Sales

Pipeline

Activities Top Opportunities Leads Sales Performance

Sales Rep (CRM)

My Leads My Opportunities

Transactional

Analytical

Factsheet

SAP Smart Business

Sales Rep (SD) My Quotations My Contacts

My Quotation

Pipeline

Create

Sales Orders

Change

Sales Orders

Track

Sales Orders

Check Price and

Availability

Track

Shipments Customer Invoices

Sales Group

Contract

Release Target

Groups Marketing Manager

New Capabilities in Q1/2015 (Fiori CRM 1.0 SP05 – Wave 7)

My Accounts*

• Display sales orders from SAP

ERP

• Create task or appointment directly

from the account

• Display and maintain marketing

attributes

My Opportunities

• Create opportunity as follow-up from opportunity

• Display transaction type info

*SAP CRM 7.0 EHP3 SP07 required

My Appointments

• Create opportunity, appointment,

or task as follow-up from

appointment

• Display appointments from other

team members

• Change the employee responsible

• Display transaction type info

My Tasks

• Create opportunity, appointment, or task as follow-up

from task

• Display transaction type info and change status per task

Create Your Own Custom Fiori-Style Apps

• In addition to the over 360

individual Fiori apps provided by

SAP, customers can also create

their own Fiori-style HTML5 apps

and embed them in the SAP Fiori

Launchpad

• See blog for details:

http://bit.ly/1uknceY

The custom “Fiori-style” Field Service App shown above is a third-party

offering from an SAP partner.




Overview of SAP Fiori Apps Rapid-Deployment Solution Fiori Apps – Keeping “Simple Things” Simple

Knowledge Transfer Get the

know how to add more users,

more apps, and more devices

on your own

Services

Fixed time, fixed scope, and fixed

price implementation using SAP best

practices delivered via SAP or

Partner

SAP’s NetWeaver Platform

Gain access to SAP

Gateway services and SAP UI5 user

experience by configuration content

SAP Fiori Apps

52 SAP Fiori apps – prepackaged

instant value apps that increase

employee productivity across multiple

business functions

http://imagedirectory.wdf.sap.corp:6085/ImageLibrary/ImageDetailsView?imageId=7afb74b6-bf58-4be9-95d9-e1654d67cba3

SAP Smart Business for Sales Order Fulfillment (ERP SD Fiori App)

With SAP Small Business for Sales Order Fulfillment sales reps can resolve the

following types of issues:

Incomplete data

Unconfirmed quantities

Credit blocks

Billing blocks

Delivery blocks in sales orders and other delivery issues

Shipping blocks in deliveries and other shipping issues

Invoice issues and accounting issues for invoices

SAP Smart Business for Sales Order Fulfillment (ERP SD Fiori App) (cont.)

With SAP Small Business for Sales Order Fulfillment sales reps can resolve the

following types of issues: (cont.)

Check availability and confirm ordered quantities

Remove billing blocks at the header or item level and if required, edit

payment terms

Release or re-check credit blocked orders and deliveries

Create delivery documents for complete or partial deliveries

Trigger the shipping process: remove shipping blocks and resolve other shipping

issues

Post goods issue

Create accounting and invoice documents

SAP Smart Business for Sales Order Fulfillment Launchpad

To access the SAP Smart Business for

Sales Order Fulfillment app, the key user

must create one or more KPI tiles

The tiles are displayed on a launchpad,

and you can design them to suit the

business needs of internal sales

representatives

When creating tiles, you provide custom

titles and use filter criteria to display

specific information such as the following:

• Top 3 customers

• Threshold

• Sales organization

• Customer

SAP Smart Business for Sales Order Fulfillment Issues List

View issues specific to each process stage: in

order, in delivery, in invoice

SAP JAM

Save Tile

Search

Search for specific issues using criteria such as

customer details or requested delivery date

Navigate to sales order processing details

Sort

With the sort function you can sort your list

according to different criteria

SAP Smart Business for Sales Order Fulfillment Issue Details

Reject a sales order

List with all issue for the sales order

Issue details on header and item level

Resolve issue, e.g., Remove Delivery Block

Open the corresponding document in the

back-end system (e.g., order, delivery, etc.)

Navigate to fact sheets (sales order, customer)

SAP Smart Business for Sales Order Fulfillment Navigate to Back-End ERP System to Resolve Issues

For example, navigate to the back-end

system in order to work with the

incompletion log

Agenda

Introduction


SAP Fiori UX

SAP HANA


Wrap-up

Introducing SAP CRM powered by SAP HANA

CRM Optimized for HANA

• Optimized access to all core CRM Objects

• Fast and flexible search capabilities,

reliable response times throughout CRM

Analytics

• High volume, high performance reporting in CRM

• Integrated reporting client, complementing BW and SAP

BusinessObjects tools

Analytics

• Fast adoption of HANA innovations for CRM

• Platform for HANA-based Customer Engagement applications

• On-Premise or Cloud

SAP CRM 7.13 on HANA (SAP EHP3 for SAP CRM 7.0

powered by SAP HANA)

Search Performance

SAP Suite on HANA Highlights

A search in a CRM system is the most common use

case. Typical searches are for lists, not single items.

Improvements in search performance have a direct

benefit for user productivity.

Up to

115x

Operational Reporting

Operational Reporting and Monitoring available in real

time, based on granular business data, for business

users. Zero latency for insights into current business

operations.

Additional DB Compression

All CRM tables are stored in HANA column store. Data

compression technology in the HANA column store

significantly reduces the table size.

65%

Cloud Activation Time

RDS packages reduce the activation time of a CRM on

HANA instance in the SAP HANA Enterprise Cloud to 1.5

days.

No Database Indices Required

Using HANA database makes all database indices

obsolete. This can save up to 50% of database size in

typical customer systems using classical DBs.

0

Faster Call Center Performance

Call Center Performance improved in several areas of

processing interactions (e.g., account retrieval and

searches for registered product) 5x

Up to

1,5

days

Zero

Latency

Insights

Quotation Creation … Without HANA

Typical process today …

Create

Quotation

Search for:

Customer contact history, sales order history,

invoice and payment history

Search for:

Suitable products, product information

Calculate and adjust price and

discount

Customer Information Search

Product Information Search

Pricing

Start quotation creation

Sales Rep

Issues:

Search in different sources

Searches are time consuming

Search results need to be converted to quotation contents

Business impact: Imprecise quotation contents, no personalized offers

Quotation Creation … with HANA

… and with Suite on HANA

Create

Quotation

Search for:

Customer contact history, sales order history,

invoice and payment history

Search for:

Suitable products, product information

Calculate and adjust price and

discount


Product Information Search

Pricing

Start quotation creation

Sales Rep

Additional Benefits:

Improved quote-to-order conversion rate with context-based recommendations

Reduced key performance indicators for sales with detailed analysis and forecasts of conversion rate and time

Higher customer satisfaction and retention with individually tailored offers

Competitive advantage through better customer sales experience

Customer Interaction Center … Without SAP HANA

Typical process today …

Interaction Center

IC-

Man

ag

er

Incoming call

Account search

Accept call Search for: Ibase; Iobject

Search for: Products

Search for: Order Transactions

Call Center Analytics

Several reports + BI

Call close

Call Resolution


Search: Knowledge Base

Issues:

Searches are time consuming

Calls are prolonged with slow searches

Business impact: Call handling times increase

Customer Interaction Center … with SAP HANA

… And with Suite on HANA

Interaction Center

IC-

Man

ag

er

Incoming call

Account search

Accept call Search for: Ibase; Iobject

Search for: Products

Search for: Order Transactions

Call Center Analytics

Several reports + BI

Call close

Call Resolution


Search: Knowledge Base

Additional Benefits:

Accelerated searches

IC Work Distribution Dashboard

Enrich with outside data, including unstructured

HANA-Based Extensions – Work Distribution By Employee

The Inbox Work Distribution – By Employee displays information about items employees are working on as well as unassigned items

for which a processor is needed

SAP CRM Hana-Based Analytics: Overview

Available with CRM EHP3 SP05, SAP

HANA Live Q3 2014 and Fiori for SAP

CRM SP03 (Wave V):

CRM Virtual Data Models

More than 40 Query Views for SAP

BusinessObjects and other analytics clients

Cross VDMs for Sales Orders, Invoices, and

Credit Memos which allow analysis of CRM and

ERP data in one report

More than 400 reuse, private, and value help

views

CRM Embedded Analytics

SAP HANA Live Reports: Self-Service

analytics for embedding of reports in overview

and homepages of CRM Web UI

SAP HANA Live Dashboards: Embedding of

multiple HANA Live Reports with shared filtering

SAP Fiori Reports: Generic Fiori Customer

Report client to display CRM HANA Live

Reports.

HANA Live Reports Embedded in Accounts, Opportunities, and Campaigns

Business Case

Overview pages for Accounts,

Opportunities, and Campaigns can be

used as analytical 360 degree view by

embedding SHL Reports

Key Capabilities

• Wizard for embedding of reports in

overview pages

• Pre-filtered data based on any data field

that is available in the business object

and the report (e.g., Account ID,

Employee Responsible, etc.)

• Direct navigation from the report to the

business object

Key Benefit

Embedding of pre-filtered analytical views into the overview pages of Account, Opportunity, and Campaign

HANA Cross VDM (Virtual Data Model) CRM/ERP

Business Case

The cross VDM enables any kind of

analytical client to join data from CRM

with ERP and to do basic cross analytics

for:

• Opportunities and Sales Orders

• Customer Invoices

• Customer Credit Memos

Key Capabilities

• Cross VDM for CRM and ERP maps

Accounts, Products, and Organizations

from both systems and allows analysis

of data from both sources in one report

• VDM consumption is possible with

SAP BusinessObjects clients, CRM

WebUI embedded analytics (=SHL

Reporting), and Fiori Customer

Reports App

Scope for SAP HANA Live for SAP CRM EHP3 SP05

Authorization for Interactive Reporting/SAP HANA Live Reports

All documents where the user is employee responsible

Mangers see all documents of their org unit and their own documents

For power user authorization with ACE separate VDMs are available for joins

in customer-specific VDMs

Extensibility

Interactive Reporting: Defining new or extending existing VDMs is possible

using Transient InfoProviders

SAP HANA Live Reports: Defining new or extending existing VDMs is possible

by introducing new OData Services based on XS-Engine

Key Message

• Accelerates CRM embedded analytics as part of CRM on HANA or HANA side by side

• More than 40 VDM Query Views (including three cross VDMs for CRM/ERP analysis) for SHL Reporting, Interactive Reporting, or SAP

BusinessObjects tools to consume VDMs outside of CRM Web UI

• More than 400 VDMs (reuse, private, value help views) are available in CRM 7.0 EhP 3 SP05 or in CRM on HANA

Marketing (EHP2 SP8)

Leads

Campaigns

Contact Tracking

Sales (EHP2 SP8)

Opportunity

Sales Order

Sales Quotation

Sales Contract

Sales Performance Management

Interaction Center (EHP2 SP8)

Interaction records

Service (EHP2 SP8)

Complaint

Service Problem

Service Request

Service Order

Defining SAP CRM HANA Live Reports

Extend or model new SAP HANA Live Query Views in HANA Studio

Create SAP CRM HANA Live Reports in CRM Web UI

Usage of published reports in CRM Web UI or Fiori

HANA Expert CRM Analytics

Key User

CRM Business User

(e.g., Sales Representative)

Key Activities

• Definition of Filters/Parameters

• Selection of Dimensions and Measures

• Selection of Chart Layout

• Sorting on Dimension and Measures

• Deployment and embedding per business role

Key Activities

• Extension of SAP query views

• Definition of new query views based and

OData Services on SAP Reuse views

• Testing of the new VDMs and OData Services

• Expose new query views in CRM customizing

Key Activities

• Definition of Filters

• Selection of Dimensions and Measures

• Selection of Chart Layout

• Sorting on Dimension and Measures

Existing Stack

SAP HANA Live Deployment Options

Customers can add new analytics capabilities immediately without disruption to their existing landscape. Any investment today will be

valid for SAP Business Suite powered by SAP HANA.

SAP Business Suite (ERP, CRM, SCM, …)

SAP Front End

SAP HANA

Sidecar Approach

AnyDB

SAP Business Suite (ERP, CRM, SCM, …)

SAP Front End

Replication

BOBJ

HTML 5

Any Front End

SAP HANA Live

Integrated Stack

BOBJ

HTML 5

Any Front End

SAP HANA

SAP HANA Live

Agenda

Introduction


SAP Fiori UX

SAP HANA


Wrap-up

Influence SAP

Customers can influence SAP via:

• Influence Council

• Customer Engagement Initiative

• Customer Connection

Fair and transparent process for

customers to submit product

enhancement requests to SAP

https://influence.sap.com/ct/c_e.bix

Customer Connection at a Glance

Improvement

Today’s Solution

Customer Connection

Improvements

Channel for incremental enhancements and improvements of products and

solutions SAP customers are using today

Suitable for small enhancements deliverable via Notes and SAP Support

Packages for easy and fast adoption

Open to SAP User Groups/Customer Communities

Customer-driven program, with clear responsibilities on both sides

Collaboration in a project approach:

Customers to request a Focus Topic project

Customers collect and submit Improvement Requests in defined Focus Topic projects

Customer Connection Focus Topics

38 qualified Improvement Request with at least five “subscribed customers”

19 delivered improvements

Most Recent Customer Connection Focus Topic for CRM (CRM WebClient UI and BCM Usability)

6

Delivered, 19

Handed over, 2

Rejected, 12

Scoped, 5 Scoped; 17

Cancel a Running Search

Improvement Request: D5164

Improvement:

A new « Cancel » button allows the user

to stop a search that is running for too

long.

Status:

Delivered with SAP Note 2044841

From WEBCUIF 701 and up

https://influence.sap.com/D5164

http://service.sap.com/sap/support/notes/2044841

Automatic “Save”


Improvement:

The texts entered in the text areas and the input

fields will be saved in front-end local storage for

overview pages and reloaded when needed.

Status:





Ability to Have Colors on Results List


Improvement:

Allow the developer to set an arbitrary

background color in a table cell or

column.

Status:





Customer Connection “CRM 2015” Focus Topic Timeline

Collection of Improvement Requests Selection of improvement

requests for implementation

Improvements’ development (delivery as

Notes/SP)

Productive use in customers’

systems

Collect Select Develop Use

Kick-Off Final Call

Selection Call Delivery Call Decision

Meeting

Provide feedback on

productive use

Provide feedback in development and

support testing

Detailed analysis and

decision on

implementation

Development and delivery

of notes and support

packages

Continuous improvement of the

Customer Connection process Follows, moderates, and

comments on improvement

request

Submit improvement requests,

subscribe for

IR prioritization

SAP Customers

Project Team

End August

2014

End October

2014

~ Beg. January 2015 ~ Q3 2015

open project workspace

2014

close project workspace

End Oct 2014

Beg Dec. 2014

Customers

Speaker’s Corner Sessions

Improvement Finder

Find delivered improvements easily by using:

www.sapimprovementfinder.com

http://www.sapimprovementfinder.com/

Agenda

Introduction


SAP Fiori UX

SAP HANA


Wrap-up

Where to Find More Information

http://wiki.scn.sap.com/wiki/display/CRM/Collaterals

SAP Desktop Connection collaterals


John Burton, “Desktop Connection for SAP CRM” (SCN, November 2014).


John Burton, “Seven Things You Need to Know About Fiori for SAP CRM” (SCN, October 2014).

http://marketplace.saphana.com/p/1811

SAP CRM on SAP HANA

http://scn.sap.com/community/crm/blog/2014/07/31/you-asked-for-it-sap-delivers-twenty-four-24-cool-new-crm-

enhancements

John Burton, “You Asked for it, SAP Delivers: Twenty-Four (24) Cool New CRM Enhancements!” (SCN, July

2014).

https://influence.sap.com/CRM2015

SAP Customer Connection Program: CRM2015 Focus Topic

– Registration required






































http://scn.sap.com/community/crm/blog/2014/07/31/you-asked-for-it-sap-delivers-twenty-four-24-cool-new-crm-enhancements


























https://influence.sap.com/CRM2015

7 Key Points to Take Home

SAP has extended mainstream maintenance of CRM on-premise until 2025, and SAP is

continuing to actively develop and enhance CRM on-premise.

Desktop Connection for SAP CRM provides an alternative to client-side Groupware for

Outlook/Notes integration.

SAP’s next generation user interface, Fiori UX, leverages industry standards like HTML5 and

OData Services to run on any device (laptop/tablet/smartphone).

Customers can create their own Fiori-style apps and/or take advantages of Fiori starter packages

such as SAP’s Fiori Rapid Deployment Solution (RDS).

CRM on HANA can improve search performance and call center performance by up to 5X, while

also enabling real-time CRM/ERP reporting and analytics.

The SAP Customer Connection program allows customers to nominate and vote on product

enhancements suggestions.

Customers can monitor the SAP Improvement Finder to find the latest CRM on-premise

enhancements and new features.

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A Guide to New and Enhanced Capabilities for SAP CRM On-Premise

Technology

Transcript of A Guide to New and Enhanced Capabilities for SAP CRM On-Premise