Adapting CRM Processes With Enterprise SOA

8/6/2019 Adapting CRM Processes With Enterprise SOA

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AdApting CRM pRoCesses

with enteRpRise soA

Achieving A TurnAroundin A Midsize MAnuAcTurer

Enterprise Service-Oriented Architecture


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Content

3 ow

4 Facing New Global Competition 4 ramp sal, s, a

Makt 4 rta t ca

5 Enterprise Service-OrientedArchitecture

5 elat Wb s t tetp Ll

5 rbt itat spptcrM slt

7 A Revolutionary and EvolutionaryApproach

7 rap a Lw-ct Peablmt

7 A Maat, MaablTat

Overview

M-Lat (a tal ma tl mpay) a y a

t ptabl wt bt wa ly a t mpt-t. r tat t t makt pt a t lbal wt, tmpay ceo maat ap maabl mpmt ky pmaat, l pt at, la-t-al at, a ptty.

s maamt tm tat tp -t att(tp soA), a p iT att at a bp paka a , l p t at mplmtt w p ay t a t tm. mtllw t tal mplmtat t w tm latp maamt(crM) p blt tp soA al wt mpt applat

a tat wt pat M-Lat a t t pmampmt.


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T m wa m. T xt ptat tpat b ap l makt a aptablty t pat tw qat. A at m

wt a 62-ya ty, M-Lat a ttly

qat at qat, amt m wt a mt ptablty a wt t pal ma tl mal . Bt t l

w tak a .

dt mak lttl pla! plamt ceo at lt t mppal t a a ta.T t l mtalqalty mpmt, t-a

tat a m tt talxp t pt t,al almt, a t lk.

T mpay wa ly a wmptt, patlaly m Talaa sap. it wa aply ltm t t w l lpt at, p p -, lp t latp wttbt a , ta qalty, a t t mpay p. Lttl pla, a t ceo,

al tat wl a t t taat t a amatally,a ma.

Revamping Sales, Service, andMarketing

Maat wa -lmt t aalway b t mpay bk awat t t pblm. Atxt , t xttm tat t ky aa

t b al, , a ma-

FACing new globAl CoMpetition

The cAse or MAjor chAnge

kt t aa w t mpttw mak t mt a. i at,t mpay mptt tllp tm tat mpttw a m at la-t-

al at a m aa al. M, tmptt a lw twt at tm atat, -lla -tm ly at x98%, a aly .T mt lat lat t t ta p a aly la p-t t at xtt t pblm.W a y lttl tm t aw t, a t ceo. i mt, i xpt a 30% mpmt

pt at, la-t-al at, a p-tty. i tw mt, i wat w p- pla. T ceo pa,lk t t ww, a t lwlypat: Tw mt!

Resistance to Change

Tw mt, mtt t pt . Tat wl bma. T pt

al, , a makt vP a

t cio w t t mt - ba t t m tceo. hw, ty all w, lty ly t t a ta-m t p a 1,900-pmpay tw mt a t

a a 30% mpmt kymt ?

T p l 140tal ta a 67 pat w pt pla a p yaa bly lt b a wk. T al aat wt95 a ta wl lt,a ta pm wl la. Tla tm pla makt am-pa a pt b wa wll

tw mt. T latt ltm sAP t sAP erP a sAPctm rlatp Maamt(sAP crM) applat w pt pla a p mt amay mply w tll watm t t w sAP-ablp.

T vP xpla t t t ceo. W at mak wawt p w t at ttm, a t cio. W m

tablty w ally a a aab.

Y p may b a a ab,pl t ceo, la. Bt tatt wat p a !

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enteRpRise seRviCe-oRiented

ARChiteCtuRe

coMBining WeB services WiThBusiness Logic

s, l t vP, b aally wa t a. Ty a mt wt t aat tmmat t ty aa lt a.

Elevating Web Services to theEnterprise Level

i t cio mt, t t iTatt t tat t mpay

a yt t mak tpsoA talty t sAP erP sAP crM. s wt t xplatat tp soA a blpt aaaptabl a p iT att tatlat Wb t t t-p ll l p t bttat M-Lat wa k.

etp soA t sAPntWa tly platm a aat, t t t.

it allw Wb t b mb

wt b l tat a b aa patly t ppt pat-la b p aM-Lat al, , a ma-kt p. By taasAP tp blt ptaa, wll a a l at qkly tt w p at atmat t a.

May t mt t m-

tably t at; by laaxp kptm. W mla pttyp b, xpla. A t mplmtat alwaytak l a t m ta wxpt: mmb t ytmba t ty tat?

sa at, Y tt tat wa m ta t sAP lt patlaly tay ba ablt a w -

t a a k a tm tat

wt t-paty applat. Mayt a: t t pt ta aly ytm a; t xt- mb tbt pat,pally st Ka a Bal;

xt ytm abl t- apt m tm; a t t tat wt t ytm.

A t p, tt iT att wa bak t, t t p.All y a al, ba, a ty a all awt tp soA.

Robust Integration Supporting

CRM SolutionsT t iT att wt t xpla tat ty l tp soA t ppt t maa, w wl aM-Lat ( 1).

cmpt Applatcmpt applat a al-tmapplat, ally ba y- tat tat taasAP crM al wt mw

t-paty applat t ppt aw ta. W a ttp soAba mptapplat ap mplmtat a al kpt, a Wb alpt atal, a tat m - mat, a tt. i kw tat all t am wll b bal M-Lat,a w a t tm qklyby la tp soAatt.

etp soA a blpt a aaptabl ap iT att tat lat Wb tt tp ll.

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c-Applat cllabatc-applat llabat t-at sAP crM a paat y-tm; t mally ay a bt ataxa. W a tpsoAba -applat llab-at t t al-tm ma-amt lt wt crM twa

a tat t-paty ytm la maamt. it wll allp a btt tty al-mt al tt t qt tallylp applat, a t t.T ly way w a pbly t tat t-tly a t q tm by tpsoA.

itmpay cllabatitmpay llabat aa al ba ay -, w tat sAP crM wtytm tm, pat, a. T wll b bal llabat wt at a- a allw tbt t ty a aalabl-t-pm

blty crM lt. it wll allp t--apt l-t p qmt -mpay ata taa tak pmt t t-paty ly twk, xplat t.

Wat m, a, w tat- t a ma Wb2.0ba tat wt tatalcrM applat, a mapl map a tm matata al . T alma llabat tl a Wk a al twk ammty t a mat

abt pt. etp soA tky t l t typ Wb 2.0aa ba t at Wb att a t ablty tt t tat-ba Wb 2.0lay wt tatal taat-babak- applat lk crM.

etp soA tky t l Wb2.0 aa ba

t at Wb - att at ablty t tt tat-baWb 2.0 lay wttatal taat-ba bak- appl-at lk crM.

Composite Applications and Systems Integration

cmpt ta, m,a

staasAP ctmrlatpMaamtapplat

hmw t-patyapplat

hmw t-patyapplat

Compositeapplications

Cross-applicationcollaboration

Intercompanycollaboration

cusToMers

PArTners

vendors

Your coMPAnY

Figure 1: Enterprise SOA for CRM

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it all m bak t amp b p, a t pt makt. T w aw a p w -tally w makt p aw t typ ap a lw-t

ablmt tat a tp soA ap. W t qkly ap p t a t maabltm w .

T vP l tat tpsoA wa t bt ly lta p t lp ppla t pp t t ceo. Tppal mpa w pabl by tp soA la- mpt applat, -

applat llabat, a tm-pay llabat l wt tamwk tat t t iT a-tt a b.

Achieving Mandated, MeasurableTargets

T ceo a a a a l--b xt ( t pmtal p ) t la tlbal mplmtat. T tal t applat l t

ty a aalabl-t-pm blty tbt, a makt aba,a tat mba pat w ttally aw p a mplmt mt. nw p w pt pla tw wk at t applatw mplmt.

i at t mt, t mpaya a m l ltmaat by t ceo: a 30% mp-

mt pt at, la-t-

al at, a ptty. M, t mpaya t a pla a tam w tp soAba appla-t mpa a m bap wt atal p

a maabl tat lat tt.

W t, at ceo a mpay mt, mt at t tal mt awt maamt. W atlymp may b ma t a mptttat. o tm a mbak t , ptabl wt at, a w a a pla

t t. W mt aal t wt lbal patmt a, , w mttay l t tm. o iTplatm a lp wt t al. Btat t t ay t a t-al almt a w b t p t .

A RevolutionARy And

evolutionARy AppRoACh

ALigning The orgAnizATion,enTerPrise soA As The enABLer

o a t-ay p, t cio - t tp soA pt wt ta, xtal ltat,cio tm a pat, amay t. May w ptmt tatt wa a tly at way t mpl-

mt t q applat qkly,bt may xp abt tkw k a t.

ultmatly, t cio tat t-p soA ba t a Wl W Wb ctm ta-a, a XML a soAP, a ttp tat twa qalty,tablty, a ablty l wky wll. it wl b bt lt-ay p a tl t mmat

a amtal a a ltay, a t mpayapt a t tam a-mt. T cio a mtwt t t t vP t w ppal.

Rapid and Low-Cost ProcessEnablement

Tly, a t pt al, wt a aa-tal ba. T cio a tat

wa t, bt tat wt tp soA,t aat l qkly pt pla w p p tat maamt wa al atat t w la ma mt ceo abt t ty a.

For More Information

a m tal tt

t tp soA, a tllw pap by sAP:etrpri soA i a nuthllaPuttig etrpri soA t Wrk. m mat wtp soA a lp yaapt y tm latpmaamt p, taty sAP ptat t l atwww.ap.m/platm/a/x.px.

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https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/c019bf26-8bb8-2910-4f8f-e9bd55eda650https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/c0a6ce34-e756-2a10-e196-fa3eed3eb5efhttp://www.sap.com/platform/esoa/index.epxhttp://www.sap.com/platform/esoa/index.epxhttp://www.sap.com/platform/esoa/index.epxhttp://www.sap.com/platform/esoa/index.epxhttps://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/c0a6ce34-e756-2a10-e196-fa3eed3eb5efhttps://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/library/uuid/c019bf26-8bb8-2910-4f8f-e9bd55eda650


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www.sap.com/contactsap

50 090 337 (08/07)2008 by sAP Ag.All t . sAP, r/3, xApp, xApp, sAP ntWa, dt,Pate, Byd, sAP B Byd, a t sAP pta mt a wll a t pt l atamak t tamak sAP Ag gmay a alt t all t wl. All t pt a ammt a t tamak t pt mpa. data ta t mt matal pp ly. natal ptpat may ay.

T matal a bt t a wtt t. T matala p by sAP Ag a t aflat mpa (sAP gp) matal pp ly, wtt ptat waaty ay k,a sAP gp all t b labl m wt pt tt matal. T ly waat sAP gp pt a at tat a t t t xp waaty tatmt ampay pt a , ay. nt l b t attt a atal waaty.
http://www.sap.com/contactsaphttp://www.sap.com/contactsap

Adapting CRM Processes With Enterprise SOA

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