SAP S/4HANA CRM PRODUCT DIRECTION

Transcription

1 SAP CRM PRODUCT DIRECTION Oliver Frick, SAP June 2017

2 Legal Disclaimer The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were 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 to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions. 2

3 SAP Digital Business Framework 3

4 A Brief History of Customer Experience Integration 1980 R/2: Fully integrated RV 4

5 A Brief History of Customer Experience Integration 1990 R/3: Fully integrated SD 5

6 A Brief History of Customer Experience Integration 2000 Business Suite with separate CRM 6

7 A Brief History of Customer Experience Integration 2000 Business Suite with separate CRM SAP CRM Business Partner SAP ERP Opportunity Quote Customer / Vendor Equipment Activity Pricing Quote Functional Location Lead Order (Sales & Service) Pricing Warranty Campaign Contract Sales Order Maintenance Request Billing Contracts Ledger Territory Product Billing... Interaction Ibase Material Separation was back office loaded, resulting in: 1. Many duplicate functionalities 2. Fine granular, complex integration and replication 7

8 A Brief History of Customer Experience Integration Today Customers choose they own journey WEB TV PRINT DISCOVER NEED SOCIAL SEARCH KW/ADS DIGITAL ADS WORD OF MOUTH RESEARCH REVIEWS RECEIVE OFFER RETAIL STORE WEB SHOP INTEREST CONSIDERATION CONTACT CENTER SHOP & BUY WEB SHOP TRACK ORDER ACTION RECEIVE PACKAGE MISSING ITEM WEB SHOP SOCIAL POST REVIEW SETUP PHONE? SUPPORT PORTAL CONTACT CENTER BILLING ISSUE USE MAKE PAYMENT JOIN GROUPS? BRANDED COMMUNITY NETWORK ISSUE PHONE DAMAGE RETAIL STORE SOCIAL CONTACT CENTER TERMINATE SERVICE CHANGE ADDRESS? SUPPORT PORTAL ADVOCACY CONTACT CENTER USE CONTACT CENTER RESTART SERVICE RECEIVE OFFER ACTION RETAIL STORE DECISION REFER FRIENDS WORD OF MOUTH ADVOCACY SOCIAL 8

9 SAP Digital Business Framework front office back office 9

10 Optimize Your Back Office, Simplify Your Front Office UNIFIED FRONT OFFICE UNIFIED FRONT OFFICE Marketing Cloud Front Office Suite Sales Cloud Revenue Cloud Commerce Cloud Service Cloud UNIFIED FRONT OFFICE UNIFIED FRONT OFFICE Marketing Cloud Front Office Suite Sales Cloud Revenue Cloud Commerce Cloud Service Cloud SIMPLIFY YOUR FRONT OFFICE DELIVER GREAT EXPERIENCES TRANSFORM AND BE AGILE SAP CRM option SAP CRM FOCUSES ON THE HEAVY LIFTING PROCESSES BACK OFFICE Any DB Digital Core HANA UNIFIED BACK OFFICE Digital Core HANA SUPPORTING COMPREHENSIVE CORE PROCESSES CENTRAL DATABASE Today Future * final name tbc 10

11 SAP CRM A simplified SAP CRM Stack in On premise Goal: Provide rich CRM functionality in with superior integration and low TCO 1. Simplified on premise landscape & operations compared to side-by-side operation 2. HANA and UI innovations 3. Allow migration and on premise landscape consolidation for existing SAP CRM installations DB Schema NW System CRM tables CRM SAP HANA Database HANA Simplification roadmap for the SAP CRM stack in : 1. Eliminate middleware for simplified scenarios Harmonize data models between CRM and 2. Eliminate functional redundancies Leverage and Hybris capabilities wherever appropriate: order management, pricing & configuration in ; marketing & commerce in Hybris 3. Eliminate Java stack and TREX 4. Fiori 2.0 visual harmonization with 11

12 Road Ahead for SAP CRM Installed Base Help SAP CRM customers to transform to a new Front Office and consolidate with TODAY SAP ERP evolve ERP or Digital Core SAP CRM 7.0 EhP4 NW 7.50 Fiori Apps HANA Analytics SAP CRM transform ERP or Digital Core SAP CRM Back Office + SAP Hybris Front Office 2018 ONWARDS (Roadmap) consolidate Digital Core Unified Back Office CRM Core + SAP Hybris Front Office 13

13 CRM Simplification Roadmap Overview Data Harmonization and Elimination of Functional Redundancies 1. Best of both worlds : identify functional redundancies and select most suitable entity / process / engine 2. Harmonize object models between CRM and objects share a common database representation, and thus require no middleware CRM CRM CRM CRM Business Partner Service & Solution Quote Org Model Lead Material Service Contract Sales Quote Opportunity Equipment Service Order Sales Contract Activity Functional Location Service Request Sales Order Sales Performance Material BOM Service Confirmation Configuration Territory Maintenance Plan Interaction Center Pricing Call List Warranty Dispatching (MRS) Billing Loyalty Service Management Sales & Order Management 15

14 SAP Fiori: the user experience of SAP SINGLE ENTRY POINT The SAP Fiori launchpad will be the single entry point to access all apps Domain specific infos and actions Users will quickly get an overview of what needs their attention with Overview Pages, List Reports and Work Lists, and trigger quick actions or drill down to the next level of detail ONE LOOK: SAP Fiori theme for all applications Enter details and explore in depth Key and differentiating use cases will be reimagined with the SAP Fiori user experience. All classic applications will have the SAP Fiori visual theme. 16

15 CRM: UI Harmonization Strategy Single entry point: SAP Fiori launchpad Selected freestyle SAP Fiori apps SAP Fiori apps for overview pages, work lists, object pages for simplified scenarios (Fiori elements enablement of CDS views) CRM WebUI with SAP Fiori 2.0 visual theme for full scope (default UI) 17

16 UI Harmonization Belize Theme for CRM WebUI - Design Direction 18

17 UI Harmonization Belize Theme for CRM WebUI - Object Page Consistent toolbars with right aligned actions Anchor bar for better content structure and faster navigation through the working area More white space for better structure Floating footer for faster access to closing actions 19

18 UI Harmonization Belize Theme for CRM WebUI - List Report Navigation bar collapsed by default to allow more working space Consistent toolbars with right aligned actions Better visibility of search results reached by white background and FIORI Table 20 20

19 SAP Roadmap LoB: Sales; LoB: Service 1610 FPS1 Recent innovations* 2017 Planned innovations** 2018 Product direction** 2019 Product vision** Sales Order Processing Enhancements to SAP Fiori apps for billing clerks in SAP Enhancements to SAP Fiori apps for internal sales representatives in SAP SAP Fiori apps for order-to-cash process managers in SAP Sales Order Processing Enablement of export control in SAP Sales with international trade Enablement of embedded transportation management in SAP Sales Reduced downtimes in sales for the transition from SAP ERP (running on premise) to SAP (running on premise) Sales billing and invoicing in SAP : new and enhanced SAP Fiori apps Sales order processing in SAP : new and enhanced SAP Fiori apps Accelerated returns processing in SAP : new SAP Fiori apps for customer returns and orders without charge Service Core based on CRM Add-on Service Request & Order, Confirmation Interaction Center Pricing & Billing Service Contract Functional location and Equipment, Warranty Sales Core based on CRM Add-on: Lead & Opportunity Management Activity, Tasks, Territory Call lists Integration to Order Management Improved integration capabilities Provisioning a comprehensive set of services (whitelisted remote APIs) for the integration of external third-party products and for customer developments for sales and billing purposes Sales and Service Core based on CRM Addon: Complaint and in-house repair Warranty Claim Management Service Contract and planned Service Order and contract templates Basic Field Service Loyalty Management Migration tools for SAP CRM installed base Responding to technology trends Machine learning and natural language processing to support the sales and billing department for a higher level of automated processes and smarter analytics Order capture with machine learning becomes more reliable as erroneous situations can be predicted. In a best-case scenario, obvious errors can be corrected on the fly, and fields can be prepopulated intelligently. Natural language processing enables users to conduct simple actions in sales and billing with voice commands. A voice assistant can answer simple questions in the context of work. * Feature highlights for SAP 1610 FPS1 (Feature Pack Stack) - See Feature Scope Description of SAP 1610 FPS1 for full scope. ** This is the current state of planning and may be changed by SAP at any time without notice. 21

20 SAP CRM Delivery Plan Synchronized with On Premise Shipments 2017 RTC 2018 RTC 2019 RTC OP 1709 FPS1 OP 18xx OP 19xx t 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 Order Management Scope Roundup (Support CRM installed base migration) Service Core roundup Sales Core roundup Loyalty Management 22

21 Road Ahead for SAP CRM Installed Base Help SAP CRM customers to transform to a new Front Office and consolidate with TODAY SAP ERP evolve ERP or Digital Core SAP CRM 7.0 EhP4 NW 7.50 Fiori Apps HANA Analytics SAP CRM transform ERP or Digital Core SAP CRM Back Office + SAP Hybris Front Office 2018 ONWARDS (Roadmap) consolidate Digital Core Unified Back Office CRM Core + SAP Hybris Front Office 23

22 CRM and Hybris Cloud for Customer (C4C) are complementing products SAP offers two great leading CRM products with different characteristics for different customer requirements: CRM Integration centric transactional CRM: strong integration in data, processes and UI On premise deployment with lowest TCO for customers Feature rich (industry leader) and flexible to cover all customer requirements Golden record: MDM style Buying center: IT Commodity CRM with low TCO Hybris Sales Cloud / Hybris Service Cloud People centric CRM: influencer map, guided selling, machine learning, Smooth UI, responsive, offline, voice Simple and flexible cloud deployment Golden record: Customer engagement style Buying center: LoB Beyond SFA Together they win the hearts and minds of IT and LoB 25

23 Thank you. Contact information: Dr. Oliver Frick Product Owner CRM Customer Engagement & Commerce SAP SE

24 APPENDIX & DETAILS

25 Simplifications: Service Processes Elimination of redundant entities CRM Add-on SAP Hybris Cust./ Vendor Business Partner Master Data Material Equipment Functional Location Material BOM Product iobject ibase BOM Maintenance Plan Maintenance Plan Warranty Warranty Customer Support Interaction Center (CIC0) Interaction Center Knowledge Management 28

26 Simplifications: Service Processes Elimination of redundant entities CRM Add-on SAP Hybris Service Notification Service Order Conf. Service Request Service Confirmation Service Quote Service & Solution Quote Service Order Service Order Service Processes Service Contract Pricing Configuration Billing Service Contract Pricing Configuration Billing Dispatching (MRS) Dispatching Service Manager (Mobile) 29

27 Simplifications: Sales & Marketing Processes Elimination of redundant entities CRM Add-on Master Data Cust./ Vendor Material Business Partner Org Model CRM Product SD Sales Quote CRM Sales Quote SD Sales Order CRM Sales Order Order SD Sales Contract SD Pricing CRM Sales Contract IPC Pricing Configuration IPC Configuration Billing Billing 30

28 Simplifications: Sales & Marketing Processes Separation of back office and front office CRM Add-on SAP Hybris Territory Territory Sales Activity Opportunity Activity Opportunity Activity Sales Performance Sales Performance Lead Lead Lead Campaign Campaign Campaign Marketing Segmentation Segmentation Mkt. Planning Mkt. Planning Loyalty Loyalty 31

29 Simplifications: Sales & Marketing Processes Separation of back office and front office CRM Add-on SAP Hybris SAP CRM Web Channel SAP Hybris Commerce Commerce SAP Web Channel Experience Management SAP Hybris Commerce SAP CRM Product Catalog SAP Hybris Commerce: PCM 32

30 Architecture Transformation: CRM 7.X Architecture 33

31 Architecture Transformation: CRM Architecture 34

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