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C4C Presentation PDF
C4C Presentation PDF
Seema Thomas
SAP Labs
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Agenda
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
Agenda
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
Integration is top-of-mind for every customer
Real-Time?
On-premise SAP?
Non-SAP systems?
Out-of-the-box
integration?
Customized SAP?
Upgrade?
Master Data?
Integration Technology?
Line of Business IT
End-to-end
Rapid deployment
monitoring and support
Integration is key to achieving the benefits of cloud
Enables end-to-end business processes across cloud and on-premise solutions
Enterprise Applications
SAP ERP SAP CRM SAP BW MS
On-Premise
With the SAP Hybrid Approach in Larger Enterprises our customers can harness the
power of the best combination of cloud/on-demand and on-premise solutions from SAP
and our partners: Extending on-premise solutions like ERP or CRM with cloud/on-demand-
based solutions for flexibility, innovation and new technologies through differentiating
orchestration.
HYBRID
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
Agenda
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
SAP Cloud for Customer prepackaged integrations*
Facebook Social
Inside View
Media Analytics
Vendavo
Twitter
Lotus Notes
Klout
Outlook
*Certain integrations are developed by
Bitly Xactly partners using Cloud for Customer APIs
InMind FanAppz BazaarVoice
SAP Cloud for Customer integration and deployment
Configured and tailored to fit to your specific needs
Cloud for
Customer
Cloud for Customer Cloud for Customer Cloud for Customer
Cloud for
Customer
Subsidiaries
Headquarters
Lean
Activity
Order
Demo
Integration Demo
SAP Cloud for Customer integration with SAP ERP
External pricing call to ERP returns ATP and credit limit check results
Action Request External Pricing returns Free Goods from on-premise system (CRM or ERP)
Free Goods Determination supports EXCLUSIVE (buy ten and get one free) and INCLUSIVE (buy 10
and pay only 9) determinations
SAP Cloud for Customer integration with SAP ERP
Create a Lean Sales Order in C4C with replication to ERP Order
Until now, you had to always create a sales order request Existing New
or a quote request before creating an order or a quote in
ERP
Step 2: Release
to ERP
Step 1: Do the Advanced Item Determination Step 3: See full Doc Flow
(Processing and Invoicing Methods) (Sales Order, Invoice, Outbound Delivery)
SAP Cloud for Customer ERP 1502 integration
Visual document flow for ECC service follow-ups
SAP Cloud for Customer integration to SAP ERP 6.0
Recent orders integration and Account 360
Account 360 information in the Accounts view comes from both SAP ERP and BW systems
The data in the Recent Orders tab is from ERP
The data in the Overview tab under the Revenue and Items Summary sections is from BW
SAP Cloud for Customer integration to SAP ERP 6.0
ERP prerequisites to leverage prepackaged integration
SAP CRM
Business Sales Org Campaign Lead Opportunity Service
Product Product
Partner Hierarchy Request
Category
Social Media Marketing Account Hierarchy Sales
Employees Territories Activity Pricing
Profiles Attributes (BP Relationships) Order
Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory
assignment, products, employees, social media profiles)
Real-time integration of transactional data (campaign header, leads, opportunities, activities, service requests)
Integration of bi-directional attachments for opportunities, attachments for leads from CRM to Cloud
Integration of marketing attribute definitions (CRM > C4C) and marketing attributes assignments to customers
Real-time call from C4C quote to CRM pricing supporting the full pricing flexibility of CRM pricing
SAP Cloud for Customer integration to SAP CRM 7.0
CRM prerequisites to leverage prepackaged integration
Campaign is automatically
replicated to Cloud for Customer
and can be further executed
SAP Cloud for Customer Integration with SAP CRM
Demo (2/8) Leads
New Lead can be easily
created and assigned to a
specific Campaign
Opportunity is
replicated to SAP
CRM
Account Master is
synchronized with
SAP CRM
SAP Cloud for Customer Integration with SAP CRM
Demo (4/8) Account and Contact Data (cont.)
Create and replicate
new Prospect
Synchronization
of different types
of Activities
Example: Automatically
synchronize
Appointment Activities
and replicated
them to SAP CRM
SAP Cloud for Customer Integration with SAP CRM
Demo (6/8) Service Requests and Ticket Handling
Synchronization of Tickets /
Service Requests
Synchronization
of different types Youll receive the
of Activities tweet as ticket in
Cloud for Service
Synch with
SAP CRM
Request new
Material Data
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
SAP Cloud for Customer integration with SAP BW
Reporting data transfer (inbound)
BW InfoProvider:
InfoCube, DSO,
Lean BI Report / MultiProvider, InfoSet,
Embedded Components Hybrid Provider
Transfer to db table
Custom BO / Extension
A2X Service Open Hub
Fields in Standard BO /
Destination (DB
Cloud Data Source
Data Transfer to table
C4C
SAP Cloud for Customer integration with SAP BW
Reporting data transfer (inbound)/mash-up example
HTML mash-up to show dashboard with BI/BW information consolidated for a specific account
ERP Customer ID or CRM Customer ID on account header passed as parameter to the mash-up
SAP Cloud for Customer integration with SAP BW
Reporting data transfer (outbound)
Data Loading in BI
Transaction
Data MDAV
Master and
Transactional DataStore
(DSO, InfoCube)
Transformation & DTP
SAP Cloud for Customer integration to SAP ERP 6.0
Recent orders integration and Account 360
Account 360 information in the Accounts view comes from both SAP ERP and BW systems
The data in the Recent Orders tab is from ERP
The data in the Overview tab under the Revenue and Items Summary sections is from BW
Agenda
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
SAP Cloud for Customer integration with hybris Marketing
Replication of Marketing Leads
Each marketing lead can be replicated to SAP hybris Marketing as an interaction contact
and/or interaction using web services
Update or cancel
Service the customer order
Agent
hybris
SAP Cloud for Customer
SAP Cloud for Customer integration with hybris Commerce
End-to-end service request management (example)
hybris Marketing integration with SAP CRM
Replication of target groups
Marketing Campaigns in SAP CRM can be executed for SAP hybris Marketing target groups
containing accounts or contacts.
SAP hybris Marketing campaigns can be used to trigger the creation of sales activities in CRM.
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
SAP Cloud for Customer integration and deployment
Configured and tailored to fit to your specific needs
Cloud for
Customer
Cloud for Customer Cloud for Customer Cloud for Customer
Cloud for
Customer
Subsidiaries
Headquarters
Cloud-based technology
SAP Cloud Applications
Real-time, bi-directional process
integration
Data integration
SAP HANA Cloud Integration
Graphical flows and mappings
Prepackaged Data
Real-Time Process Community and
Integration iFlows Integration
Integration
(HCI-PI) (HCI-DS)
Marketplace Centralized monitoring and
administration
Pre-built adapters
On premise agent for access to on-premise sources like files (XML or CSV), databases, and SAP
Business Suite (ABAP)
Flexible web-based user interface to define mappings, execute tasks, and monitor the data load
Built-in scheduler for scheduled data loads, or use any external scheduler to start data loads through a
web service call
Bi-directional data transfer on-premise to cloud and cloud to on-premise.
ERP
HANA Cloud
Integration
Web Service
HCI Agent
https
Data Load SAP Cloud for
SOAP
Databases
Customer
Files Extract
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
Example Customer 1 Integration with SAP CRM via HCI
Field sales including mobility
Business Goals
Create a simple sales tool for Account Executives globally
(starting with US). Tool must be accessed from multiple platforms
SAP Cloud for (PC, Tablet, Phone).
Sales Ability to use the sales tool while in the field meeting with
customers
Cloud
SAP HANA Cloud Integration Project and Integration Specifics
Project included Account/Contact Management, Activity
On-
Employees, Org Units
Outlook Integration
(Accounts,
Leads,
Contacts,)
Hierarchy
Account
Integration specifics
Large volumes (over 500,000+ accounts, 1.4 million contacts, over
SAP CRM 1.7 million relationships)
Integration to SAP CRM
Extension fields and mapping for Accounts, Leads, Opportunities,
SAP ERP
Activities
Example Customer 2 Integration with SAP CRM via HCI
Business Goals
Focused sales enablement for 3M ESPE, Canada
Field sales including mobility Enhance sales productivity and effectiveness with an easy-to-use
and easy-to-maintain mobile sales solution
Leverage the power of the robust capabilities of the SAP CRM On-
Premise back end through the simplicity of the C4C user experience
Provide Sales Management with transparency into sales activities
Streamline sales processes with integration to Lotus Notes and iPad
SAP Cloud for
Sales Project and Integration Specifics
Project included bidirectional integration of Contacts, Prospects, BP
Cloud Relations, Marketing Attributes, Activities, Leads, Campaign Headers
SAP HANA Cloud Integration Unidirectional integration of Accounts, Competitors and Distributors,
Product and Product Categories
(Accounts, Contacts,
On-Premise
Prospects, Marketing
Campaigns Header
Leads, Activities,
Business Partners
BP Relations
SAP ERP
Agenda
Integration Overview
Prepackaged Integration
BW integration
Integration Technology
Customer Stories
Wrap-up
Summary: SAPs differentiation against competition
Low
Benefits to Customers
Due to prepackaged integration content (example)
Seema Thomas
Senior Director
Customer Engagement and Commerce
SAP Labs
3999, Westchester Pike,
Newtown Square, PA
M 610-507-6466
E seema.thomas@sap.com
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