sap crm in s/ · pdf file© 2017 sap se or an sap affiliate company. all rights reserved....

0© 2017 SAP SE or an SAP affiliate company. All rights reserved.

SAP CRM

in S/4HANA

Oliver Frick

March 2017

© 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. 1Customer

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 forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.


SAP Digital Business Framework


SAP Product Portfolio Overview


SAP CRM

Today

BA

CK

OF

FIC

E

UN

IFIE

D F

RO

NT

OF

FIC

E

Front Office Suite

Digital Core

Future

UN

IFIE

D B

AC

KO

FF

ICE

SAP S/4HANA CRM

Digital Core

Commerce CloudMarketing Cloud

Sales Cloud Service Cloud

Revenue Cloud UN

IFIE

D F

RO

NT

OF

FIC

E

Front Office Suite

Commerce CloudMarketing Cloud

Sales Cloud Service Cloud

Revenue Cloud

UN

IFIE

D F

RO

NT

OF

FIC

E

op

tion

UN

IFIE

D F

RO

NT

OF

FIC

E

Any DB HANAHANA

* final name tbc

FOCUSES ON THE HEAVY LIFTING

CUSTOMER PROCESSES

SUPPORTING COMPREHENSIVE

CORE PROCESSES

CENTRAL CUSTOMER DATABASE

SIMPLIFY YOUR FRONT OFFICE

DELIVER GREAT CUSTOMER EXPERIENCES

TRANSFORM AND BE AGILE

OPTIMIZE YOUR BACK OFFICE, SIMPLIFY YOUR FRONT OFFICETake next steps for your Core Customer Management Solution

Product

DirectioProduct

Direction


SAP S/4HANA CRM… A simplified SAP CRM Stack in S/4HANA

Goal: Provide CRM functionality in S/4HANA 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

HANASAP HANA Database

S/4HANA

DB Schema

NW System

S/4HANA

CRM

CRM

tables

Simplification roadmap for the SAP CRM stack in S/4HANA:

1. Eliminate middleware for simplified scenarios

Harmonize data models between CRM and S/4HANA

2. Eliminate functional redundancies

Leverage S/4HANA and Hybris capabilities wherever appropriate:

order management, pricing & configuration in S/4HANA; marketing & commerce in Hybris

3. Eliminate Java stack and TREX

4. Fiori visual harmonization with S/4HANA

Product

Direction


CRMS/4HANA

Simplification Roadmap OverviewData 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 S/4HANA objects share a common database representation, and thus

require no middleware

Business Partner

Material

Equipment

Functional Location

Material BOM

Maintenance Plan

Warranty

CRMS/4HANA

Service & Solution Quote

Service Contract

Service Order

Service Request

Service Confirmation

Interaction Center

CRMS/4HANA

Lead

Opportunity

Activity

Sales Performance

Territory

Call List

Loyalty

CRMS/4HANA

Org Model

Sales Quote

Sales Contract

Sales Order

Configuration

Pricing

Billing

Product

Direction

Dispatching (MRS)


UI HarmonizationCRM 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)

Product

Direction


UI HarmonizationBelize Theme for CRM WebUI

Product

Direction


SAP Fiori: the user experience of SAP S/4HANA

Fiori 2.0One Look

Overview Page Object Page

One Entry PointAccess entire functionality via SAP Fiori Launchpad – featuring the award-winning SAP Fiori 2.0

Work list Applications


SAP S/4HANA CRM Delivery PlanSynchronized with S/4HANA OP Shipments

tS/4HANA 1709 SP1 S/4HANA 18xx S/4HANA 19xx

2017 2018 2019

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

• Activity, Tasks, Visit,

• Territory

• Integration to S/4HANA Order

Management

• UI Target Mode

• Migration tools

Scope Roundup (Support CRM installed base migration)

• Service Core roundup

• Sales Core roundup

• Loyalty Management

RTC RTC RTC

Product

Direction

© 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.© .

12Customer

* Feature highlights for SAP S/4HANA 1610 FPS1 (Feature Pack Stack) - See Feature Scope Description of SAP S/4HANA 1610 FPS1 for full scope.

1610 FPS1 – Recent innovations* 2018 – Product direction**2017 – Planned innovations** 2019 – Product vision**

** This is the current state of planning and may be changed by SAP at any time without notice.

SAP S/4HANA Roadmap 2017LoB: Sales; LoB: Service

Sales Order Processing

Enhancements to SAP Fiori apps for billing clerks in SAP S/4HANA

Enhancements to SAP Fiori apps for internal sales representatives in SAP S/4HANA

SAP Fiori apps for order-to-cash process managers in SAP S/4HANA

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 S/4HANA 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 Order Processing

Enablement of export control in SAP S/4HANA Sales with international trade

Enablement of embedded transportation management in SAP S/4HANA Sales

Reduced downtimes in sales for the transition from SAP ERP (running on premise) to SAP S/4HANA (running on premise)

Sales billing and invoicing in SAP S/4HANA: new and enhanced SAP Fiori apps

Sales order processing in SAP S/4HANA: new and enhanced SAP Fiori apps

Accelerated returns processing in SAP S/4HANA: new SAP Fiori apps for customer returns and orders without charge

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 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.

http://help.sap.com/s4hana


Road Ahead for SAP CRM Installed BaseHelp SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA

SAP Hybris

Front Office+

S/4HANADigital Core

CRM Add-On +

SAP Hybris

Front Officeconsolidate

transform

evolve

TODAY

2018

ONWARDS

(Roadmap)

ERP or

S/4HANADigital Core

ERP or

S/4HANADigital Core

Unified Back Office

SAP CRM 7.0 EhP4

NW 7.50 Fiori Apps …

HANAAnalytics

SAP CRM

Back OfficeSAP CRM

SAP ERP

Product

Direction


(Possible) Road Ahead for CS Installed Base

SAP Hybris Service Cloud+

S/4HANADigital Core

CRM Add-Ontransform

transform

migrate

TODAY

2018

ONWARDS

(Roadmap)

CS in SAP ERP

Product

Direction

CS in S/4HANA(Compatibility Pack until 2025)

S/4HANA

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 15Public

Landscape

Transformation

SAPActivate – the innovation adoption framework for SAP S/4HANA

New

Implementation

SAP S/4HANA

SAP Best Practices

Methodology

Business Value

● Faster, less service intensive initial

implementation in the cloud or on-

premise

● Rapid adoption of innovations

throughout the entire product

lifecycle

● Extensible framework for partners

Accelerated Time-to-Value(initial and ongoing)

Reduced Total-Cost-of-Ownership(over total lifecycle cloud and on-premise)

System

Conversion

System

Conversion

Landscape

Transformation


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

S/4HANASales 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


Engaging with SAP – Next steps for Customers

Send an e-mail to [email protected] containing the following:

Willingness to be contacted by SAP from time to time

Particular area of interests?

Are you currently using SAP S/4HANA - 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

mailto:[email protected]


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.


SAP Hybris

Simplifications: Service ProcessesElimination of redundant entities

S/4HANA CRM Add-on

Business PartnerCust./ Vendor

ProductMaterial

Master

Data

Equipment

BOMMaterial BOM

Maintenance PlanMaintenance Plan

Functional Location

iObject

iBase

WarrantyWarranty

Knowledge Management

Customer

Support

Interaction Center (CIC0) Interaction Center

Product

Direction


SAP Hybris

Simplifications: Service ProcessesElimination of redundant entities

S/4HANA CRM Add-on

Service Notification Service Request

Service Quote Service & Solution Quote

Service Contract Service ContractService

Processes

Service Order Service Order

PricingPricing

ConfigurationConfiguration

BillingBilling

Service Order Conf. Service Confirmation

DispatchingDispatching (MRS)

Service Manager (Mobile)

Product

Direction


Simplifications: Sales & Marketing ProcessesElimination of redundant entities

S/4HANA CRM Add-on

Business PartnerCust./ Vendor

CRM Sales QuoteSD Sales Quote

CRM Sales ContractSD Sales Contract

IPC PricingSD Pricing

CRM ProductMaterial

Master

Data

Order

IPC ConfigurationConfiguration

CRM Sales OrderSD Sales Order

BillingBilling

Org Model

Product

Direction


SAP Hybris

Simplifications: Sales & Marketing ProcessesSeparation of back office and front office

S/4HANA CRM Add-on

Lead

Opportunity

Activity

Territory

Sales

Lead

Opportunity

Activity

Territory

Campaign

Segmentation

Mkt. Planning

Loyalty Loyalty

Marketing

Campaign

Segmentation

Mkt. Planning

Sales Performance Sales Performance

Product

Direction

Activity

Campaign

Lead


SAP Hybris

Simplifications: Sales & Marketing ProcessesSeparation of back office and front office

S/4HANA CRM Add-on

Commerce SAP Web Channel Experience

ManagementSAP Hybris Commerce

SAP CRM Web Channel SAP Hybris Commerce

SAP CRM Product Catalog SAP Hybris Commerce: PCM

Product

Direction


SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA

SAP Hybris

Front Office+

S/4HANADigital Core

CRM Add-On +

SAP Hybris

Front Officeconsolidate

transform

evolve

TODAY

2018

ONWARDS

(Roadmap)

ERP or

S/4HANADigital Core

ERP or

S/4HANADigital Core

Unified Back Office

SAP CRM 7.0 EhP4

NW 7.50 Fiori Apps …

HANAAnalytics

SAP CRM

Back OfficeSAP CRM

SAP ERP

Product

Direction

sap crm in s/ · pdf file© 2017 sap se or an sap affiliate company. all rights reserved....

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