SAP - SATIŞ ARTIK BULUTTAN - SAP Forum 2013

SAP Cloud for Customer It Makes a Cloudy Day Sunny

John Heald

Head of CRM Product Management, EMEA. September, 2013

© 2013 SAP AG. All rights reserved. 2

Seth Godin

Don't save the canary.

Fix the coal mine

© 2013 SAP AG. All rights reserved. 4 Customer

SAP Cloud for Customer Complete CRM with the benefits of Cloud

User Productivity

CRM Processes

Analytics

Collaboration User Experience

Cloud for Customer

ERP/CRM/BI

Integration


SAP Cloud for Customer CRM in the Cloud

Understand the full context of

your customers

Respond intelligently and

consistently within minutes

Integrated into SAP by

design

Designed for collaboration

and team effectiveness


Designed for Productivity


SAP Cloud for Sales Home Page Beautiful landing page that pushes key information to you


SAP Cloud for Sales Accounts and Sales Intelligence

Features and Benefits

Manage accounts and related

information (opportunities, activities,

contacts, leads) efficiently

Gain a 360-degree customer view

Obtain additional customer intelligence

with InsideView integration

Uncover new sales opportunities quickly

and accelerate sales cycles

Make fast account updates and get complete customer insight


SAP Cloud for Sales Prospecting and Leads


Create and track marketing

and sales campaigns

Manage leads and quickly

convert to opportunities

Assess campaign

performance and lead quality

easily

Grow your pipeline through effective campaigns and lead management


SAP Cloud for Sales Opportunity Management


Easily track opportunity stage

and status

Maintain account info, products,

activities, competitors,

documents and more quickly

Gain access to accurate ERP

Pricing, Quotes, Sales Orders

and more through native

integration

Close deals faster using efficient

sales team collaboration

Discover the right assets for each

selling situation

Comprehensive view of opportunity activities enables more effective selling


SAP Cloud for Sales Insightful Sales Analytics


Track real-time sales performance with

pre-built dashboards

Readily use embedded reports to track

sales cycles, win/loss, revenue and

competitive trends

Review forecasts and easily create

configurable reports based on need

Identify key deals to focus on to make

your number with what-if analysis

Dig deeper into data using Microsoft

Excel add-in

Gain greater insight through integrated

access to analyses done with SAP

Business Warehouse

Real-time customer information and sales analytics


SAP Cloud for Sales Pipeline Sourcing – Interactive Dashboards


Track real-time performance with drillable dashboards

Real-time customer information and sales analytics


SAP Cloud for Sales Full-Featured Mobile Applications


Manage customer relationships on

- anytime, anywhere

Increase productivity through access

to real-time business information

Collaborate with sales team on

key topics

Track Business Performance

through real-time Analytics

Deploy freely — mobile applications

included in subscription with no

extra costs

Provide Offline Access

Be Prepared for Every Interaction with Real-Time Sales Information

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Features and

Benefits

Accounts

Contacts

Opportunities

Lead

Activities

Products

etc.

Offline access

Analytics

Native functions

– Map

– etc.

Best of both worlds SAP User Experience with iPad feeling


Available Actions

Arrange the reports automatically

Mark the reports by highlighting important

data

Add a note

Send as E-Mail using e-mail client in iPad

Print

SAP Cloud for Sales – Mobile Analytics Report – Mark - Comment


Not just for Sales Team


Mobility

• Manage service

requests on iPad –

anytime, anywhere

Solution Finder

• Integration with existing

knowledge base

• Context-sensitive

recommendations

• Easily share content with

customers

• E-Mail

• Phone (CTI)

• Web self-service portal

• Chat

• Branded communities

• Social Media* (Twitter, Facebook)

Multi-channel service

Collaboration

• Contextual social collaboration

with integrated feed

Integration • Native integration with SAP ERP and SAP CRM

• Open API

Analytics • Real-time service

performance with pre-built

dashboards

• Embedded reports response

times, handle times, priority and

escalation trends

Productivity • E-mail response management

• Routing and escalation rules

SAP Cloud for Social Engagement Designed to WOW the Agent, Manager and Customer


SAP Social Media Analytics Word Clouds – Sentiments - Domains


Utilising the Rest of SAP


SAP Cloud for Sales Native SAP Integration


Provides sale professionals with cost-

effective, no-hassle, access to Pricing,

Quotes, Sales Orders and more

through Native SAP ERP integration

Extend investment with collaborative,

social sales solution that natively

integrates to SAP CRM Accounts,

Opportunities, Contacts and more

Get real-time back-office information from existing SAP investments


SAP Cloud for Customer – SAP ERP Integration Example of master data synchronization and process integration

• End-to-end master data synchronization and process integration

• Synchronization of master data (customers, contacts, material)

• Opportunity to ERP sales document processing

• Accurate opportunity pricing via ERP price requests

SAP Customer OnDemand

Contacts Opportunity

Accounts/

Prospects

Contact

Customer Sales Order

Product

Category

Material

Category

Pricing Quotation

SAP ERP 6.0

Products

Material


SAP Cloud for Customer to SAP CRM

SAP Cloud for Customer

Employee Lead Service

Request Opportunity

Business

Partner

Employee Service

Request

Business

Partner Quote /

Sales Order

Material

Product Lead Opportunity

SAP CRM

Campaign

Header

Campaign

Activity

Activity

Account

Hierarchy

Account

Hierarchy

Territory

Assignment

Territory

Assignment

Lean

Opportunity

Lean

Opportunity Product

Category

Product

Category

• Real-time integration of master data (accounts, prospects, competitors, contacts,

account hierarchy, territory assignment, products, employees, campaign

headers)

• Real-time integration of transactional data (leads, opportunities, activities,

service requests)

Thank you

Contact information:

John Heald

Head of CRM Product Management, EMEA

+44 7966 975203

[email protected]

SAP - SATIŞ ARTIK BULUTTAN - SAP Forum 2013

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