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Welcome to SAPPHILL 2002 in Tel Aviv

mySAP CRMArchitecture &

TechnologyLecture: Bob Waldman

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Bob WaldmanFunction: Technical Competance Administrator

Department: SAP Tecnology & Infrastructure

Who Am I

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What is mySAP

CRM?

Introduction

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Scenarios

mySAP CRM is the SAP software solution for Internet Sales

Field Sales

Interaction Center

Customer Service

Marketing Management

Sales

Field Service & Dispatch

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Session Overview

Topic 1 Topic 2 Topic 3

System landscape

Multi-channel interaction

Enterprise Application Integration

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

mySAP CRM Architecture

Online Clients

CRM Middleware / Exchange Infrastructure

Portal

SAPCRM

SAPBW

EnterpriseResou

rce

Planning

Mobile Presentation

...M

obileCR

M

Applica

tions

Mobile Client Clients

Presentation

Applications

&

Database

Synchronization

&

Data Exchange

HumanC

apital

Management

SAPP

ORTAL

WebA

pplication

Serve

r

Excha

nge

Infras

tructu

re

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The CRM Server 3.0

Is built on top of the SAP Web Application

Server

Scalability

Platform independence

Full ABAP development environment

Software logistics

It contains

The CRM Server Applications

The main parts of the CRM Middleware

CRM database

CRM Applications

mySAP CRM

Server

CRM Middleware

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Comuncication Channels

E-Selling

Web

E-Mail

Phone / Interaction Center

Mobile Laptop

Communi-

cation

Station

CTI

E-Mail

Server

R/3

Plug-In

Advanced

Planner andOptimizer

CRM Applications

mySAP CRM

Server

Business

Information

Warehouse

PBX

WebServer

CRM Middleware

Handheld Device

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System landscape

Multi-channel interaction

Enterprise Application Integration

Session Overview

Topic 1 Topic 2 Topic 3

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Multi-channel

interaction

1. Internet

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Example Web Shop with Internet Sales

Customer:Customer:

Industry:Industry:

Consumer Products

Scenario:Scenario:Business-to-Consumer

http://www.au.playstation.com/http://www.au.playstation.com/http://www.au.playstation.com/http://www.au.playstation.com/

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E-Selling Architecture

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High Availability

CRM

Database

Server

CRM Application

Server

... n1

SAP J2EE Engine

Application Server

... n1WebServerWebServerWeb

ServerWeb

Server

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Multi-channel

interaction

2. Telephone

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Screenshot Interaction Center

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Configuration Example: mySAP Interaction Center

Server

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Two ways for CTI

Callcenter

Gateway

RDBMS

TAPI Service

Provider

SAP SPS

CTI-link

Application Server CRM 3.0

SAPphone

CIC

RFC RFC

TAPI

1 2

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Multi-channel

interaction

3. Mobile CRM

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Screenshots Mobile

1. Today

Activity List

Options Back

2. Current week

3. All activities

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Mobile CRM Scenarios

SAP Web AS

Mobile Devices

Mobile Engine

Mobile Client

Wireless

gateway

online

online

Offline / synchronization

Offline / synchronization

CRM

Applications

CRM Middleware

WAP http

http

http

DCOM

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Mobile/Field Sales

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Synchronization of Mobile Clients

Data exchange is based on an internal exchange

format called BDocs (Business Documents):

Messaging Bdocs

Synchronization Bdocs

Replication Types:

Bulk Replication

Intelligent ReplicationDependent Replication

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Components of the CRM Middleware

R/3 System

CRM Server

Mobile Client

Communication

Station

R/3Plug-In

R/3Plug-In

SynchronizationSynchronization

Communication

Station

(SAP COM+

Connector)

Communication

Station

(SAP COM+

Connector)

Connection

Handler

Connection

Handler

Mobile Client

Connection

Handler

Connection

Handler

CRM Middleware

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Session Overview

Topic 1 Topic 2 Topic 3 Topic 4

System landscape

Multi-channel interaction

Enterprise Application Integration

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Attributes of Messaging Interfaces

Messaging Interfaces are based on CRM Middleware,which allows:

storing & forwarding of messages (mBDocs)

error handling

regulated once-only communication etc.

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Messaging Interfaces

EDI Subsystem

(3rd party)

SAP Business

Connector

ALE Converter

(3rd party)

ALE MHS

(3rd party)

ExternalSystem

EAI Tool

(3rd party)

Data Migration

Tool (3rd party)

P2P

XML/

SOAP

IDOC/

tRFC

ASCII File

CRM

Middleware

CRM

Applications

R/3 Adapter

BW Adapter

XIF Adapter

DX-Workbench

LSMW

Web App Server

IDoc File

Direct http

mySAP CRM

S i O i

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SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Session Overview

Topic 1 Topic 2 Topic 3 Topic 4

System landscape

Multi-channel interaction

Enterprise Application Integration

Q ti ?!?

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Questions?!?

Any Questions ?