SAP S/4HANA CRM PRODUCT DIRECTION - SAP CH · PDF fileSAP S/4HANA CRM PRODUCT DIRECTION ......

CUSTOMER

Oliver Frick, [email protected] 2017

SAP S/4HANA CRMPRODUCT DIRECTION

2CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

The information in this presentation is confidential and proprietary to SAP and may not be disclosed withoutthe permission of SAP. This presentation is not subject to your license agreement or any other service orsubscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in thisdocument or any related presentation, or to develop or release any functionality mentioned therein. Thisdocument, or any related presentation and SAP's strategy and possible future developments, products and orplatforms directions and functionality are all subject to change and may be changed by SAP at any time forany reason without notice. The information in this document is not a commitment, promise or legal obligation todeliver any material, code or functionality. This document is provided without a warranty of any kind, eitherexpress or implied, including but not limited to, the implied warranties of merchantability, fitness for a particularpurpose, or non-infringement. This document is for informational purposes and may not be incorporated into acontract. SAP assumes no responsibility for errors or omissions in this document, except if such damageswere caused by SAP´s willful misconduct or gross negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results todiffer 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 makingpurchasing decisions.

Legal Disclaimer


SAP Digital Business Framework


A Brief History of Customer Experience Integration1980 – R/2: Fully integrated RV


A Brief History of Customer Experience Integration1990 – R/3: Fully integrated SD


A Brief History of Customer Experience Integration2000 – Business Suite with separate CRM


A Brief History of Customer Experience Integration2000 – Business Suite with separate CRM

SAP CRM• Opportunity• Activity• Lead• Campaign• Request• Territory• Interaction

• Business Partner• Quote• Pricing• Order (Sales & Service)• Contract• Billing• Product• Ibase …

SAP ERP• Customer / Vendor• Quote• Pricing• Sales Order• Contracts• Billing• Material

• Equipment• Functional Location• Warranty• Maintenance• Ledger• ...

Separation was back office loaded, resulting in:1. Many duplicate functionalities2. Fine granular, complex integration and replication


A Brief History of Customer Experience IntegrationToday – Customers choose they own journey

REFERFRIENDS

POSTREVIEW

JOINGROUPS

TRACKORDER

RECEIVEPACKAGE

MISSINGITEM

SETUPPHONE

BILLINGISSUE

MAKEPAYMENT

PHONEDAMAGE

TERMINATESERVICE

NETWORKISSUE

CHANGEADDRESS

RECEIVEOFFER

DISCOVERNEED

RESEARCH

RECEIVEOFFER

TRACKORDER

RESTARTSERVICE

SHOP &BUY

SHOP &BUY

RECEIVEPACKAGE

MISSINGITEM

POSTREVIEW

SETUPPHONE

BILLINGISSUE

MAKEPAYMENT

PHONEDAMAGE

TERMINATESERVICE

JOINGROUPS

NETWORKISSUE

CHANGEADDRESS

RESTARTSERVICE

RECEIVEOFFER

REFERFRIENDS

WEB

PRINT

DIGITAL ADS

WORD OFMOUTH

SOCIAL

TV

RETAILSTORE

WEBSHOP

REVIEWS

SEARCHKW/ADS

CONTACTCENTER

WEBSHOP

EMAIL

SOCIAL

RETAILSTORE

WEBSHOP

CONTACTCENTER

CONTACTCENTER

RETAILSTORE

CONTACTCENTER

CONTACTCENTERSOCIAL

WORD OFMOUTH

SOCIAL

EMAIL

SUPPORTPORTAL

?

SUPPORTPORTAL

?

BRANDEDCOMMUNITY

?

INTEREST

CONSIDERATION

ACTION

USE

ACTION

ADVOCACY

ADVOCACY

DECISION

USE


SAP Digital Business Framework

front office

back office


Optimize Your Back Office, Simplify Your Front Office

Today

BACK

OFF

ICE

UN

IFIE

DFR

ONT

OFF

ICE

Front Office Suite

Digital Core

Future

UN

IFIE

DBA

CKO

FFIC

ESAP S/4HANA CRM

Digital Core

Commerce CloudMarketing CloudSales Cloud Service Cloud

Revenue Cloud UN

IFIE

DFR

ONT

OFF

ICE

Front Office Suite

Commerce CloudMarketing CloudSales Cloud Service Cloud

Revenue Cloud

UN

IFIE

DFR

ONT

OFF

ICE

option

UN

IFIE

DFR

ONT

OFF

ICE

HANA HANA

* final name tbc

FOCUSES ON THE HEAVY LIFTINGCUSTOMER PROCESSES

SUPPORTING COMPREHENSIVECORE PROCESSES

CENTRAL CUSTOMER DATABASE

SIMPLIFY YOUR FRONT OFFICE

DELIVER GREAT CUSTOMER EXPERIENCES

TRANSFORM AND BE AGILE

SAP CRM

Any DB

Product Direction


SAP S/4HANA CRM… A simplified SAP CRM Stack in S/4HANA On premise

Goal: Provide rich CRM functionality in S/4HANA with superior integration and low TCO1. Simplified on premise landscape & operations compared to side-by-side operation2. HANA and UI innovations3. Allow migration and on premise landscape consolidation for existing SAP CRM installations

HANASAP HANA Database

S/4HANADB Schema

NW System

S/4HANA

CRM

CRMtables

Simplification roadmap for the SAP CRM stack in S/4HANA:1. Eliminate middleware for simplified scenarios

Harmonize data models between CRM and S/4HANA2. Eliminate functional redundancies

Leverage S/4HANA and Hybris capabilities wherever appropriate:order management, pricing & configuration in S/4HANA; marketing & commerce in Hybris

3. Eliminate Java stack and TREX4. Fiori 2.0 visual harmonization with S/4HANA

Product Direction


Road Ahead for SAP CRM Installed BaseHelp SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA

SAP HybrisFront Office+

S/4HANADigital Core

CRMCore + SAP Hybris

Front Officeconsolidate

transform

evolve

TODAY

2018ONWARDS(Roadmap)

ERP orS/4HANADigital Core


Unified Back Office

SAP CRM 7.0 EhP4NW 7.50 Fiori Apps …

HANAAnalytics

SAP CRMBack OfficeSAP CRM

SAP ERP

Product Direction


S/4HANA CRM Simplification Roadmap OverviewData Harmonization and Elimination of Functional Redundancies

1. “Best of both worlds”: identify functional redundancies and select most suitable entity / process / engine2. Harmonize object models between CRM and S/4HANAà objects share a common database representation, and thus

require no middleware

CRMS/4HANABusiness Partner

Material

Equipment

Functional Location

Material BOM

Maintenance Plan

Warranty

CRMS/4HANAService & Solution Quote

Service Contract

Service Order

Service Request

Service Confirmation

Interaction Center

CRMS/4HANALead

Opportunity

Activity

Sales Performance

Territory

Call List

Loyalty

CRMS/4HANAOrg Model

Sales Quote

Sales Contract

Sales Order

Configuration

Pricing

BillingDispatching (MRS)

Service Management Sales & Order Management

Product Direction


SAP Fiori: the user experience of SAP S/4HANA

SINGLE ENTRY POINT

Domain specific infos and actions

Enter details and explore in depth

The SAP Fiori launchpad will be the singleentry point to access all apps

Users will quickly get an overview of what needstheir attention with Overview Pages, List Reportsand Work Lists,and trigger quick actions or drill down to the nextlevel of detail

Key and differentiating use cases will be re-imagined with the SAP Fiori user experience.All classic applications will have the SAP Fiorivisual theme.

ONE LOOK:SAP Fiori themefor all applications


S/4HANA CRM: UI Harmonization Strategy

Selected freestyle SAP Fiori apps

SAP Fiori apps for overview pages, worklists, object pages for simplified scenarios(Fiori elements enablement ofCDS views)

CRM WebUI with SAP Fiori 2.0visual theme for full scope(default UI)

Single entry point: SAP Fiori launchpad

Product Direction


UI HarmonizationBelize Theme for CRM WebUI - Design Direction

Product Direction


UI HarmonizationBelize Theme for CRM WebUI - Object Page

• Consistent toolbars with right aligned actions

• Anchor bar for better content structure and fasternavigation through the working area

• More white space for better structure

• Floating footer for faster access to closing actions

Product Direction


UI HarmonizationBelize Theme for CRM WebUI - List Report

20

• Navigation bar collapsed by default toallow more working space

• Consistent toolbars with right alignedactions

• Better visibility of search results reachedby white background and FIORI Table

Product Direction


* Feature highlights for SAP S/4HANA 1610 FPS1 (Feature Pack Stack) - See Feature Scope Description of SAP S/4HANA 1610 FPS1 for full scope.

1610 FPS1 – Recent innovations* 2018 – Product direction**2017 – Planned innovations** 2019 – Product vision**

** This is the current state of planning and may be changed by SAP at any time without notice.

Sales Order Processingü Enhancements to SAP Fiori apps for billing

clerks in SAP S/4HANAü Enhancements to SAP Fiori apps for internal

sales representatives in SAP S/4HANAü SAP Fiori apps for order-to-cash process

managers in SAP S/4HANA

Service Core based on CRM Add-onü Service Request & Order, Confirmationü Interaction Centerü Pricing & Billingü Service Contractü Functional location and Equipment, Warranty

Sales Core based on CRM Add-on:ü Lead & Opportunity Managementü Activity, Tasks, Territoryü Call listsü Integration to S/4HANA Order Management

Improved integration capabilitiesü Provisioning a comprehensive set of services

(whitelisted remote APIs) for the integration ofexternal third-party products and for customerdevelopments for sales and billing purposes

Sales Order Processingü Enablement of export control in SAP S/4HANA

Sales with international tradeü Enablement of embedded transportation

management in SAP S/4HANA Salesü Reduced downtimes in sales for the transition

from SAP ERP (running on premise) toSAP S/4HANA (running on premise)

ü Sales billing and invoicing in SAP S/4HANA:new and enhanced SAP Fiori apps

ü Sales order processing in SAP S/4HANA:new and enhanced SAP Fiori apps

ü Accelerated returns processing in SAPS/4HANA: new SAP Fiori apps for customerreturns and orders without charge

Sales and Service Core based on CRM Add-on:ü Complaint and in-house repairü Warranty Claim Managementü Service Contract and planned Serviceü Order and contract templatesü Basic Field Serviceü Loyalty Managementü Migration tools for SAP CRM installed base

Responding to technology trendsü Machine learning and natural language

processing to support the sales and billingdepartment for a higher level of automatedprocesses and smarter analytics– Order capture with machine learning

becomes more reliable as erroneoussituations can be predicted. In a best-casescenario, obvious errors can be correctedon the fly, and fields can be prepopulatedintelligently.

– Natural language processing enables usersto conduct simple actions in sales andbilling with voice commands. A voiceassistant can answer simple questions inthe context of work.

SAP S/4HANA RoadmapLoB: Sales; LoB: Service


SAP S/4HANA CRM Delivery PlanSynchronized with S/4HANA On Premise Shipments

tS/4HANA OP 1709 FPS1 S/4HANA OP 18xx S/4HANA OP 19xx

2017 2018 2019

Service Core• Business Partner• Material (Product)• Functional Loc. (iBase)• Service Order, Request,

Confirmation• Pricing• Interaction Center

Industry frontrunners:• Shared Services• Utilities

Sales Core• Lead, Call lists• Opportunity Management• Tasks, Visit, Territory• Integration to S/4HANA Order

Management

Scope Roundup(Support CRM installed base migration)• Service Core roundup• Sales Core roundup• Loyalty Management

RTC RTC RTC

Product Direction


Road Ahead for SAP CRM Installed BaseHelp SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA

SAP HybrisFront Office+

S/4HANADigital Core

CRMCore + SAP Hybris

Front Officeconsolidate

transform

evolve

TODAY

2018ONWARDS(Roadmap)



Unified Back Office

SAP CRM 7.0 EhP4NW 7.50 Fiori Apps …

HANAAnalytics

SAP CRMBack OfficeSAP CRM

SAP ERP

Product Direction


S/4HANA CRM and Hybris Cloud for Customer (C4C) arecomplementing products

SAP offers two great leading CRM products with different characteristics for different customer requirements:

Together they win the hearts and minds of IT and LoB

S/4HANA CRM Hybris Sales Cloud / Hybris Service Cloud

§ Integration centric transactional CRM: strongintegration in S/4HANA data, processes and UI

§ On premise deployment with lowest TCO forS/4HANA customers

§ Feature rich (industry leader) and flexible to cover allcustomer requirements

§ Golden record: MDM style§ Buying center: ITà Commodity CRM with low TCO

§ People centric CRM: influencer map, guidedselling, machine learning, …

§ Smooth UI, responsive, offline, voice

§ Simple and flexible cloud deployment

§ Golden record: Customer engagement style

§ Buying center: LoB

à “Beyond SFA”

Product Direction

Thank you.Contact information:

Dr. Oliver FrickProduct Owner S/4HANA CRMCustomer Engagement & CommerceSAP SE

[email protected]

APPENDIX & DETAILS


Simplifications: Service ProcessesElimination of redundant entities

SAP HybrisS/4HANA CRM Add-on

Business PartnerCust./ Vendor

ProductMaterial

MasterData

Equipment

BOMMaterial BOM

Maintenance PlanMaintenance Plan

Functional Location

iObject

iBase

WarrantyWarranty

Knowledge Management

CustomerSupport

Interaction Center (CIC0) Interaction Center

Product Direction


Simplifications: Service ProcessesElimination of redundant entities


Service Notification Service Request

Service Quote Service & Solution Quote

Service Contract Service ContractServiceProcesses

Service Order Service Order

PricingPricing

ConfigurationConfiguration

BillingBilling

Service Order Conf. Service Confirmation

DispatchingDispatching (MRS)

Service Manager (Mobile)

Product Direction


Simplifications: Sales & Marketing ProcessesElimination of redundant entities

S/4HANA CRM Add-on

Business PartnerCust./ Vendor

CRM Sales QuoteSD Sales Quote

CRM Sales ContractSD Sales Contract

IPC PricingSD Pricing

CRM ProductMaterial

MasterData

Order

IPC ConfigurationConfiguration

CRM Sales OrderSD Sales Order

BillingBilling

Org Model

Product Direction


Simplifications: Sales & Marketing ProcessesSeparation of back office and front office


Lead

Opportunity

Activity

Territory

Sales

Lead

Opportunity

Activity

Territory

Campaign

Segmentation

Mkt. Planning

Loyalty Loyalty

MarketingCampaign

Segmentation

Mkt. Planning

Sales Performance Sales Performance

Activity

Campaign

Lead

Product Direction


Simplifications: Sales & Marketing ProcessesSeparation of back office and front office


Commerce SAP Web Channel ExperienceManagement SAP Hybris Commerce

SAP CRM Web Channel SAP Hybris Commerce

SAP CRM Product Catalog SAP Hybris Commerce: PCM

Product Direction


Architecture Transformation: CRM 7.X Architecture


Architecture Transformation: S/4HANA CRM ArchitectureProduct Direction

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The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software componentsof other software vendors. National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliatedcompanies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that areset forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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 releaseany 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. Theinformation 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 variousrisks 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,and they should not be relied upon in making purchasing decisions.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company)in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies.See http://global.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

© 2017 SAP SE or an SAP affiliate company. All rights reserved.

SAP S/4HANA CRM PRODUCT DIRECTION - SAP CH · PDF fileSAP S/4HANA CRM PRODUCT DIRECTION ......

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