SAP CRM vs C4C vs Other Cloud Solutions

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SAP CRM (vs) SAP C4C (vs) Other Cloud based CRM Solutions

SAP CRM is premise solution and Non SAP CRM Solutions as Sales Force is Cloud based. To meet the market demand for the cloud solutions SAP has entered into race with SAP C4C (Cloud for Customer).

SAP Cloud for customer is much more complete solution than its earlier versions. It comes with prepackaged integrations to SAP ERP and SAP CRM, Mobile interfaces, strong social features. The entire product can be seen as a combination of a browser based Silverlight UI, Integrated social features of JAM, Set of rich Mobile apps for iOS & Android, SAP HANA for Integration scenarios and BI Reporting. SAP PI can also be a choice for Integration.

Readily Accessible:

SAP C4C Mobile App makes it handy always and at any place, your smart phone will make the company data available anytime and anywhere. This is easy-to-use, integrated complete-mobile solution built on the SAP HANA Cloud Platform (HCI) gets the ready & live information.

Real Time Analysis

The App uses SAP Cloud to get the data. It makes the system live and provide you the real time analysis.

Data Security:

Required valid log on credentials authorized by your company for anybody to log on to the App. So Data is secured which is most important thing for any business.

Compatibility: With Android and iPhone and iPad.

Integration: SAP Cloud for Customer provides prepackaged Integration Content for HCI and NW PI via iFlows.

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Customer Master Data integration with SAP C4C and ECC

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Integration with your SAP ECC backend is one of the standard features of SAP C4C. The Integration options are flexible but this also requires you to make decisions on how you want the integration to work. One of the things you need to decide is how you want to cope with updates of your customer master data.

Some subjects to consider are:

  • Do you want to allow changes in SAP C4C to update your customer data in SAP ECC?
  • Do you want to allow users to convert Prospects into Customers in SAP C4C which in turn creates an account in SAP ECC?
  • Do you want to keep the creation of Customers in SAP ECC limited to you Master Data Management team?

The level of data that you want users to update is also important. For instance, will you allow the creation of new contact persons and relationships in SAP C4C and should they be sent to ECC?

In most of our projects we see that Prospects are allowed to be created and updated in SAP C4C, but Customer master data is not (excluding for instance the creation of new Contact Persons and Relationships). Changes in Customer master data, and creation of new customers, need to go via the Master Data Management team who in turn create/update the data in SAP ECC.


As different roles in your organisation have different views and opinions on the customer data, it is important to make sure that roles and responsibilities are properly defined in your processes and that the systems reflect these decisions. For instance, a marketeer might agree that the customer’s address should be the address where the buyers are located, while sales might agree that this should be the visiting address, while finance might say this should be the (legally) registered address.

Beside the fact that in the above example there are technical solutions for maintaining multiple addresses for different usages, you probably don’t want to trust your account managers with the ability to change the customer’s address, as this might result in misdirected invoices and dunning letters, risking legal issues.

Due to this you probably want to implement a handover from sales and marketing to the backend (finance) once a prospect converts to a customer. To do this, let me explain how to prevent changes in C4C once the owner of the data has changed to finance.

How to setup your SAP C4C to only allow changes on Prospects and not on Customers.

A Customer or Prospect in C4C is defined by the Role that is assigned. When you create a new account in C4C it will get the role Prospect. Customers created in ECC will get the Role Customer. By default the user will be allowed to update all data in C4C, which we do not want in our case.

What we need to do is:

  1. Create a new Page Layout for the Customer Role with the required fields set to read only.
  2. Assign this Page Layout to the Business Role(s) concerned (for instance Account Manager).

Create a new Page Layout

1. Make sure you are on the page you want to create a new Page Layout for. In this case the Account details page.

2. In the Adapt menu select “New Page Layout”

3. Now set all the fields to read-only that you do not want to be updated for a Customer in C4C

4. Save the Page Layout as: Z_Customer

Assign the new Page Layout to a Business Role

The new Page Layout is now created but still need to be assigned to a Business Role

1. In the adapt menu you select “Assign Page Layout”

2. Here you select Business Object: “Account“ and Instance Type: “Role”.

This will give you an overview of all the Business Roles and Business Partner Roles that can be used. In below picture we have the ACCOUNTMANAGER Business Role on the left and to the right we have the Customer Role.

3. At the moment the “Master” Page Layout is assigned, we have to replace it with the newly created “Z_Customer” Role.

After you have done this and you save the changes, Account Manager will no longer be able to update the master data for the fields that were set to read-only.

How to disable the change from Prospect to Customer in SAP C4C

If you want to prevent accountmanagers from changing prospects into customers, you can disable the functionality in the Business Role.

To disable the change of a prospect to a customer in C4C you can add Business Field Restrictions to the Business Roles you do not want to allow to make changes. In below example we will use the ACCOUNTMANAGER Business Role.

1. Go To “APPLICATION AND USERMANAGEMENT” -> “BUSINESS ROLES”
2. Select the ACCOUNTMANAGER Business Role
3. Press the Edit mode
4. Select “FIELDS & ACTIONS”

5. In the “Business Field Restrictions” add the rows as described in below picture and save the changes

SAP Fiori Mobile Service

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Easy-to-use mobile applications are a key enabler of the emerging digital economy and enterprises are looking for ways to quickly and simply mobilize  businesses. SAP Simplifies Adoption and Consumption of SAP Fiori with Planned New SAP HANA Cloud Platform Services.

To address this need, SAP SE (NYSE: SAP) today announced plans to enable customers to deploy and consume SAP Fiori apps across both on-premise and cloud architectures while delivering superior mobile app performance. With the planned introduction of SAP Fiori, cloud edition, and SAP Fiori mobile service, customers will have the ability to choose the deployment model that best suits their business environment and ensures a secure and rapid deployment option for SAP Fiori apps. This announcement was made at SAP TechEd, being held November 10-12 in Barcelona.

In today’s hyper-connected world, users need and expect easy access at all times to the information, processes and systems they use. The planned SAP Fiori apps will be optimized for mobile consumption and deployed in the cloud to provide customers a path to engage with individuals across all devices and channels.

The cloud edition of SAP Fiori, now in controlled availability, is a planned new SAP HANA Cloud Platform service that intends to enable customers to simplify the implementation and adoption of SAP Fiori, which helps renew and modernize customers’ on-premise SAP Business Suite. It is planned to be delivered with a limited number of SAP Fiori apps across lines of business, including human resources (HR), customer relationship management (CRM) and retail, covering use cases that are the most frequently and commonly used, such as manager approvals and employee self-service tasks. With SAP Fiori, cloud edition, and SAP Fiori mobile service available as technical services on SAP HANA Cloud Platform, SAP has enhanced its portfolio including on-premise SAP Mobile Platform for mobile applications, SAP Fiori on premise and now an as-a-service offering for SAP Fiori.

SAP Fiori mobile service is a planned new SAP HANA Cloud Platform service that aims to help customers optimize SAP Fiori for mobile performance and productivity, driving increased adoption of apps. The new service intends to provide a guided approach to manage, secure, enable and test SAP Fiori apps.

 

Together, the cloud edition of SAP Fiori and SAP Fiori mobile service strive to help simplify the adoption and extend the benefits of SAP Fiori, the award-winning user experience (UX) for SAP software, across the enterprise.

Built on SAP HANA Cloud Platform, the new services are planned to offer an end-to-end solution for extending, customizing, administering and distributing SAP Fiori apps. With SAP Fiori mobile service, users are expected to have an easier way to interact with SAP Fiori from a mobile device with compiled apps that support app security and native device feature access and offline access for both user interfaces (UI) and data.

“As enterprises look to go mobile and digital, our customers are looking for a clear and consistent path for deploying SAP Fiori apps,” said Rick Costanzo, executive vice president and general manager, Telco Industry and SAP HANA Cloud Platform and Mobile Solutions. “SAP plans to enable  customers to quickly embrace SAP Fiori in the cloud to solve infrastructure challenges and optimize SAP Fiori for the mobile environment. With SAP HANA Cloud Platform, we are uniquely positioned to create disruptive and innovative business models to offer the best mobile experience to our customers.”

The new offerings intend to help end users, administrators and developers with the following:

  • End users gain simpler access to SAP Fiori apps and a consumer-grade UX that is expected to help increase productivity by enabling business tasks to be completed from either a desktop or mobile device. End users are planned to have access to data locally and receive alerts and notifications to SAP Fiori apps.
  • Administrators are planned to be able to manage the entire mobile app life cycle through design, development, deployment, monitoring and support. Administrators are expected to get better insight into SAP Fiori app adoption and utilization and reduce the need for training by delivering an engaging on-device experience. Simplified operations, wizards and administration processes intend to help users configure and operate SAP Fiori.
  • Developers are planned to be able to focus on developing cross-platform, hybrid apps and have easier control of advanced mobile qualities such as offline data access and native device features. SAP Web IDE allows easy extension of existing apps and development of new SAP Fiori apps with a web-based integrated development environment (IDE) that requires no installation.

“SAP Fiori mobile service can help us simplify our infrastructure in the cloud while still allowing us to integrate with our on-premise back-office systems,” said Kunal Gandhi, SAP technical lead, ESRI. “Leveraging a single solution to build, secure and distribute SAP Fiori apps will allow us to concentrate on app development with a focus on the UX while helping to streamline the process to mobilize apps for our end users.”

Originally Posted on news.sap.com

IT Market Predictions for 2016

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Cloud is the preferred foundation for business applications, scale is the new critical ingredient for business success, and managing hybrid, multi-vendor environments needs to take center stage. These are among the top ten market predictions for 2016 from research firm IDC.

Senior Vice President and Chief Analyst Frank gens recently presented the forecast during an virtual conference. Check out a quick summary of their look ahead for the next few years.

  1. By the end of 2017, two-thirds of the CEOs of global 2000 enterprises will have digital transformation at the center of their corporate strategy
  2. By 2017, over 50% of organizations’ IT spending will be for third platform technologies (cloud, mobile, social business and big-data analytics), solutions, and services, rising to over 60% by 2020
  3. By 2018, at least half of IT spending will be cloud-based, reaching 60% of all IT infrastructure and 60-70% of all software, services, and technology spending by 2020.
  4. By 2018, enterprises pursuing digital transformation strategies will more than double software development capabilities; two-thirds of their coders will focus on strategic digital transformation apps and services
  5. By 2018, enterprises with digital transformation strategies will expand external data sources by at least 3- to 5-fold and delivery of data to the market by 100-fold or more
  6. By 2018, there will be 22 billion internet of things devices installed, driving the development of over 200,000 new internet of things apps and services
  7. By 2018, over 50% of developer teams will embed cognitive services in their apps (vs. 1 percent today), providing U.S. enterprises with over $60 billion annual savings by 2020
  8. By 2018, over 50% of enterprises will create and/or partner with industry cloud platforms to distribute their own innovations and source others’
  9. By 2018, 80% of B2C and 60% of B2B enterprises will overhaul their “digital front door” to support 1,000 to 10,000 times more customers and customer touch points
  10. By 2020, more than 30% of the IT vendors will not exist as we know them today, requiring realignment of preferred vendor relationships

Originally Posted on SCN Business Trends