SAP CRM in S/4HANA. Oliver Frick. March SAP SE or an SAP affiliate company. All rights reserved.

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. 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 1

BACK OFFICE UNIFIED BACK OFFICE UNIFIED FRONT OFFICE UNIFIED FRONT OFFICE UNIFIED FRONT OFFICE UNIFIED FRONT OFFICE OPTIMIZE YOUR BACK OFFICE, SIMPLIFY YOUR FRONT OFFICE Take next steps for your Core Customer Management Solution Front Office Suite Marketing Cloud Commerce Cloud Sales Cloud Service Cloud Revenue Cloud Front Office Suite Marketing Cloud Commerce Cloud Sales Cloud Service Cloud Revenue Cloud SIMPLIFY YOUR FRONT OFFICE DELIVER GREAT CUSTOMER EXPERIENCES TRANSFORM AND BE AGILE SAP CRM Digital Core option SAP CRM Digital Core FOCUSES ON THE HEAVY LIFTING CUSTOMER PROCESSES SUPPORTING COMPREHENSIVE CORE PROCESSES Any DB HANA HANA CENTRAL CUSTOMER DATABASE Today Future * final name tbc 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 4

SAP CRM A simplified SAP CRM Stack in Goal: Provide CRM functionality in with superior integration and low TCO 1. Simplified landscape & operations compared to side-by-side operation 2. HANA and UI innovations 3. Allow migration and 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 visual harmonization with 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 5

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 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 6

UI Harmonization CRM Add-on User Experience Strategy FLP integration + selected native Fiori apps Fiori apps for overview pages, work lists, object pages for simplified scenarios (Fiori elements enablement of CDS views) CRM WebUI with SAP Fiori visual theme for full scope (default UI) 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 7

UI Harmonization Belize Theme for CRM WebUI 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 8

SAP Fiori: the user experience of SAP One Entry Point Access entire functionality via SAP Fiori Launchpad featuring the award-winning SAP Fiori 2.0 One Look Fiori 2.0 Overview Page Work list Object Page Applications 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 10

SAP CRM Delivery Plan Synchronized with OP Shipments 2017 RTC 2018 RTC 2019 RTC 1709 SP1 18xx 19xx t Service Core Business Partner Material () Functional Loc. (ibase) Service Order, Request, Confirmation Pricing Interaction Center Industry frontrunners: Shared Services Utilities Sales Core Lead, Call lists Opportunity Management Activity, Tasks, Visit, Territory Integration to Order Management UI Target Mode Migration tools Scope Roundup (Support CRM installed base migration) Service Core roundup Sales Core roundup Loyalty Management 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 11

SAP Roadmap 2017 LoB: Sales; LoB: Service 1610 FPS1 Recent innovations* 2017 Planned innovations** 2018 direction** 2019 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 Add-on: 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 bestcase 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. 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 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 Add-On + SAP Hybris Front Office 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 13

(Possible) Road Ahead for CS Installed Base TODAY migrate CS in (Compatibility Pack until 2025) CS in SAP ERP transform + SAP Hybris Service Cloud 2018 ONWARDS (Roadmap) transform Digital Core CRM Add-On 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 14

SAPActivate the innovation adoption framework for SAP Business Value New Implementation System Conversion SAP SAP Best Practices Faster, less service intensive initial implementation in the cloud or onpremise Rapid adoption of innovations throughout the entire product lifecycle Extensible framework for partners Methodology Landscape Transformation Accelerated Time-to-Value (initial and ongoing) Reduced Total-Cost-of-Ownership (over total lifecycle cloud and on-premise) 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 15

Engaging with SAP - Influencing Add-On Development SAP invites customers to influence the Add-On Development. SAP preference would be on CS customers in Discrete Industries Customer feedback will be welcome at different points in time during planning and development of the SAP Sales and Service Add-On. Example of topics could be: Roadmap discussions Service processes and associated painpoints User Interface validation Early testing Examples of engagement formats could be Online sessions Email inquiries Remote testing 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 16

Engaging with SAP Next steps for Customers Send an e-mail to o.frick@sap.com containing the following: Willingness to be contacted by SAP from time to time Particular area of interests? Are you currently using SAP - or do you plan to use it? Do you have a feedback agreement in place? Which system / product are you currently using for Sales and Service? Contact name Please note: A feedback agreement needs to be in place for the customer before discussions can start 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 18

Why do we need a Feedback Agreement? The Feedback Agreement describes the principles of the working relationship with all involved parties. The most important ones are: Intellectual Property (IP): Customers want to influence SAP software (maybe even services). Customers want to see their feedback/ideas in SAP software. For being able to actually incorporate such feedback in our software, SAP needs the right to do so. That's why SAP needs a royalty free license. SAP does not want the Intellectual property on the feedback/ideas. This remains with the customers, such that customers could use that IP to create own solutions or even products. Section 6 of the Feedback Agreement says that very clearly. Non-disclosure: All information and feedback exchanged needs to be treated as confidential, needs to stay within the group. This is true for information SAP discloses as well as info customers disclose to SAP or to each other. In many cases we share either immature planning or internal information, that needs to be treated confidential. This is being handled in the feedback agreement section. Customer Commitment: In many cases we discuss software to be built or shipped in 1-2 years time. Sometimes (when we discuss research topics) even longer. As you never know what the future will bring, SAP needs to have the ability to change plans. 2016 SAP SE or an SAP affiliate company. All rights reserved. Public 19

Simplifications: Service Processes Elimination of redundant entities CRM Add-on SAP Hybris Cust./ Vendor Business Partner Master Data Material Equipment Functional Location Material BOM iobject ibase BOM Maintenance Plan Maintenance Plan Warranty Warranty Customer Support Interaction Center (CIC0) Interaction Center Knowledge Management 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 22

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) 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 23

Simplifications: Sales & Marketing Processes Elimination of redundant entities CRM Add-on Master Data Cust./ Vendor Material Business Partner Org Model CRM 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 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 24

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 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 25

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 Catalog SAP Hybris Commerce: PCM 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 26

SAP CRM Strategy 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 Add-On + SAP Hybris Front Office 2017 SAP SE or an SAP affiliate company. All rights reserved. This is the current state of planning and may be changed by SAP at any time without notice. Customer 27