Empower your Sales, Service and Marketing team with

Cloud for Customer Chahid Kharmich, CRM Solution Advisor, SAP MENA

SAP Cloud day, October 29th 2014 - Riyadh

© 2014 SAP AG. All rights reserved. 2

Agenda

Short introduction to SAP Cloud Strategy (C4C)

SAP Cloud for Sales

SAP Cloud for Marketing

SAP Cloud for Service

Questions and Answers

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© 2014 SAP AG. All rights reserved. 4

SAP Cloud powered by SAP HANA

Cloud + SAP HANA = Run Simple

Our Strategy

© 2013 SAP AG. All rights reserved. 5

Marketing

Cloud for Marketing1

Omni-channel Commerce

Sales Service

Cloud for Sales Cloud for Service

CRM on HANA

CRM on HANA

Human Resources

Procurement Supply Chain Management

S&OP Cloud on HANA

Suite on HANA (SD, MM, PP & PLM)

Finance

Simple Finance

Suite on HANA

Simple Finance

SCM, PLM & Manufacturing

Cloud for Travel

Social Media Analytics

Managed

Public

Customer Engagement & Commerce

Collaboration SAP Jam, Business Network

SAP HANA Real Time Platform- (including Mobile)

Simple Applications Portfolio

Analytics BI (BusinessObjects), EPM, BW on HANA

Core HR SAP SRM

Managed Cloud/ On

premise

Public Cloud

© 2014 SAP AG. All rights reserved. 6

DEMO – Cloud for SALES (Retail Execution)

• Configurable activity plans

• Account assignment wizard

• Account-specific product lists and back-

office connectivity

• Route and visit optimization

• Comprehensive map and calendar view

• Auto-assignment of surveys and tasks to

visits

• Visit productivity and completion with

tasks and surveys

• Return on investment

• Average price of competitor product

across stores

• Measure sales performance

• Check-in/check-out

• Surveys and tasks, including

matrix view and dynamic surveys

• Audits for plan-o-gram and promotion

compliance

• 360-degree store view

• Sales quote/ quick order,

• Online and offline mobile support

• Visit summary report

© 2014 SAP AG. All rights reserved. 7

DEMO – Cloud for MARKETING

Customer

Insight

Review

Campaign

Status

Use Target

Group

selector

Review

Pipeline

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© 2014 SAP AG. All rights reserved. 9

DEMO – Cloud for SERVICE

Execution

Service

ticket by

Service

Engineer

Review

Service

tickets by

Service

Engineer

Assign ticket to Service

Engineer

Review tickets

by escalation

prediction

risk score

Thank you.

APPENDIX

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One price for everything!

Automatic upgrades

24 x 7 Monitoring of hardware, software, operation system, and database

98.5% minimum application availability commitment

SAS-70 Type II certified datacenters

ISO 27001 certified operations

ISAE3402, ISO/IEC 9001, and ISO/IEC 27001 data security standards

Data recovery up to the last transaction

Primary Datacenter - Highly secure facility with built in redundancy

Additionally, all data mirrored to secondary datacenter

Hosting Services

Core Capabilities

Standard Support Hours – 8 x 5 (locally)

24 x 7 support provided for serious issues

Built-In Help Resources, Business Center and Emergency Phone Hotline

Initial response within 4 hours of confirmation for serious issues

Automated Health Checks

Support Services

In-context Collaboration Capabilities

Sales Automation

Sales Analytics

Microsoft Outlook Integration

ERP and CRM Integration

Full support for iPad, iPhone, Blackberry, and Android devices

Easy Personalization and Customization

HYBRID CRM TWO-TIER CRM FULL CLOUD CRM

Clo

ud

So

luti

on

s

HARNESS HYBRID TO SELL LIKE NEVER BEFORE GET JUST WHAT YOU NEED TO FIT YOUR UNIQUE SELLING MOTION

On

-pre

mis

e

So

luti

on

s

SAP CRM

SAP ERP SAP ERP

SAP CRM

SAP ERP

Headquarters

SAP Cloud for Sales

SAP Cloud for Sales

SAP Cloud for Sales

SAP Cloud for Sales

(Mobile)

Pre-Built and Maintained Integration

SAP Cloud for Sales

(Subsidiaries)

Possible: NK: please fix animation – still not fixed? Also, the notes section is showing spelling errors which makes me think the setting for this slide is not English – please make sure its set to English.

© 2014 SAP AG. All rights reserved. 14

SAP Cloud for Customer

Accounts &

Prospects

Customer

Bidirectional synchronization of customers and contacts master data

Unidirectional synchronization of product/material master data from ERP

Trigger real time creation of inquiries for quotation and sales order

Real time review of relevant Sales Documents for Opportunity

Real time review of relevant Sales Documents for an Account

User triggered real-time ERP ATP/price requests via WebDynPro mashups

Trigger real time creation of ERP Sales Order from Cloud for Customer quote

Search existing Sales Documents and create Complaints

Opportunity

Sales Order

/ Request

Quote

Request

Sales Order

Request

Availability

(ATP)

Quotation

Price

Ticket Ticket Product

category

Material

Category

Products

Material

SAP ERP

Pricing

Green indicates UI integration

Sales

Orders

Recent

Orders

Packaged Integration (iFlows) – SAP ERP End-to-end master data synchronization and process integration

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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)

SAP Cloud for Customer

Lead Service

Request Opportunity

Business

Partner

Service

Request

Business

Partner Quote /

Sales Order

Material

Product Lead Opportunity

SAP CRM

Campaign

Header

Campaign

Activity

Activity

Account

Hierarchy

Account

Hierarchy ( BP

Relationships)

Territory

Assignment

Territory

Assignment

Product

Category

Product

Category

Packaged Integration (iFlows) – SAP CRM End-to-end master data synchronization and process integration

© 2014 SAP AG. All rights reserved. 16

Cloud operations and infrastructure Continuous investment into SAP cloud

Highest compliance standards

‒ ISO 27001, SAS 70 Type II, ISAE 3402 certificate

‒ Strict security mechanisms including physical security

using biometrics, video surveillance, and sensors

SAP data centers

‒ SAP data center location in Germany

‒ U.S. data center

‒ APA in preparation

Scalability and in-memory ready

‒ Scalable operations through full multitenancy enablement

‒ Latest blade technology with 144 GB – 2 TB main memory

‒ In-memory database will further improve performance and

reduce cost

Integration with service backbone

‒ Continuous, proactive monitoring

‒ SAP support network

ISO 27001

certification

SAS 70 Type II

certification

Energy efficiency certificate “Premium Standard Data Center"