CLOUD FOR

CUSTOMER
ENGAGEMENT
AND COMMERCE
AGROSUPER

Omni Channel Commerce and Customer Engagement

CEC Vision
@
web

mobile

In store/
branch

contact
center

digital marketplace
goods

IoT

social

sms/
notifications

Search
kw/ads

digital ads email

print

agent
tools

APIs

Core Operations
Customer Engagement and Commerce

Marketing

Commerce

Customer
SAP Customer
Marketing
Engagement
Optimization
Engagement
Management

Intelligence (CEI)

Sales & Service

Commerce & Experience

Platform

Order
Management

Experience
Mgmt

SAP Cloud for

Sales

SAP Cloud for

Service

Master
Data

Big Data Insights

for Marketing

Omni-Channel
Commerce Logic

Platform

CEC Foundation (hybris, SAP hybris Marketing, CAR)

(Master Data, Interactions, Pricing, Workflow, etc.)

SAP HANA
SAP ERP

SAP SCM

SAP CRM OP

LAS VIEJAS RECETAS NO ESTN SIRVIENDO.

CRM debe evolucionar ms all de nuestra oficina.
Estratgico

Mantenerse en juego

Foco Interno

Ganando el Juego

Cambiando el Juego

Foco en el cliente

Foco en la Relacin 1:1

con el cliente

Tctico

EXPERIENCIA
distintiva al Cliente
EFICACIA en mis
Canales
INSIDE-OUT

2015 SAP SE or an SAP affiliate company. All rights reserved.

EFICIENCIA en mis
Canales
INSIDE-OUT

OUTSIDE-IN
PUBLIC

SAP HANA
Live

SAP Cloud for Customer

Nuevas versiones/funcionalidades
cada quarter

2015 SAP SE or an SAP affiliate company. All rights reserved.

PUBLIC

Por qu nos eligen nuestros clientes?

Marca SAP

Asequible

Velocidad ERP Integracin

Mobilidad
HTML5

Usabilidad

Colaboracin
Predictivo Offline

Industria Belleza

CRM Integracin

Anliticos

Arquitectura Moderna (HANA)

Innovaciones Trimestrales

Futuro

Tiempo Real

Integracin Outlook

Simple

Seguridad

SAP Cloud for Customer Diseado teniendo en mente las necesidades del
negocio

Herramienta SIMPLE y
AMIGABLE

Venta Colaborativa

Mejor
PRODUCTIVIDAD del
ejecutivo

Reportera en Tiempo
Real

Vista 360del cliente

Integracin
Nativa
SAP CRM

CRM Cloud
2015 SAP SE or an SAP affiliate company. All rights reserved.

PUBLIC

SAP CLOUD FOR CUSTOMER TOP 10 HIGHLIGHTS

1. Belleza
2. Detallado
3. Mvil
4. Online y offline

5. Predictivo
6. Colaborativo
7. Integrado

8. Seguro
9. Mirada de futuro
10. Tecnologa Lder
2015 SAP SE or an SAP affiliate company. All rights reserved.

PUBLIC

POR QU SAP C4C vs CRM On Prem?

1. No es necesario invertir $ en una reimplementacin o upgrade en
C4C.
2. Upgrades automticos cada 3 meses.

3. Mayor facilidad y flexibilidad en su user interface, por lo tanto

mayor productividad.
4. C4C es automticamente mvil.

5. Offline/Online en mltiples dispositivos.

6. Analticos en tiempo real al estar montando sobre HANA.

2015 SAP SE or an SAP affiliate company. All rights reserved.

PUBLIC

POR QU SAP C4C vs CRM On Prem?

Costo HW Nuevo
Costo Upgrade
Implementacin Movilidad

Adecuaciones en usabilidad

>

Renta mensual
Costo implementacion
- Costo Mantenimiento On Prem

Costo de Mantenimiento
CRM

2015 SAP SE or an SAP affiliate company. All rights reserved.

C4C

PUBLIC

Algunas pantallas

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11

Visit Planner

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12

Customer Service

2013 SAP AG. All rights reserved.

Customer

13

INTEGRACIN

LEVERAGE ON-PREMISE WITH PRE-BUILT INTEGRATIONS (IFLOWS)

On-premise Solutions

Cloud Solutions

Cloud + CRM

Two-tier CRM

Cloud + ERP

Cloud + 3rd Party

Cloud for Customer

Cloud for Customer

Cloud for
Customer

Cloud for Customer

Cloud for
Customer
Subsidiaries

Pre-Built and Maintained Integrations (iFlows)

Headquarters

SAP CRM

SAP CRM

SAP ERP

SAP ERP

SAP ERP

3rd Party System

Cloud for Customer, CRM, and ERP can all run in HANA Enterprise
Cloud
Confidential

2013 SAP AG. All rights reserved.

19

SAP Cloud for Customer Integration with SAP ERP

SAP Cloud for Customer
Currency
conv. rates

Account
Hierarchy

Employee

Sales Org
Hierarchy

Products

Accounts &
Contacts

Installation Points,
Regist. Products

Work Ticket

Opportunity
Quotation
ATP & Credit
Limit Check

Sales Order

SAP ERP
Currency
conv. rates

Customer
Hierarchy

Employee

Sales Org
Hierarchy

Materials*
* Including Customer
Material Info Records

Accounts &
Contacts

Functional Locations
Equipments

Quote Inquiry
Pricing
Order Inquiry

Quote
Sales Order

Deliveries

Customer Invoice

Internal Order
Goods Movement
Timesheet (CATS)
Adv. Shipment

Goods Issue

Return

Goods Receipt

Billing Request

Invoice

Real-time integration of master data (accounts, prospects, contacts, products)

Real-time integration of transactional data (opportunity real-time pricing, quote and sales order requests,
quote to sales order request), recent orders update
Additional real-time master data integration for currency conversion rates, account hierarchy, sales org
hierarchy etc. and call to ERP SD pricing supporting the full pricing flexibility of ERP SD.
Real-time PDF preview of multiple ERP Documents.
2013 SAP AG. All rights reserved.

Confidential

20

SAP Cloud for Customer Integration to SAP CRM

SAP Cloud for Customer
Material

Accounts
Product
Category

Sales Org
Hierarchy

Marketing
Attributes

Territories

Social Media
Profiles

Campaign
Header

Opportunity

Activities

Ticket

Sales Quote
Installation Points,
Regist. Products

Promotion

Lead

Sales Order

SAP CRM
Product

Business
Partner
Product
Category

Sales Org
Hierarchy

Marketing
Attributes

Territories

Social Media
Profiles

Campaign

Activity

Pricing

Opportunity

Ticket

Sales Quote
Functional Locations
Equipments

Promotion

Lead

Sales Order

Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy,
territory assignment, products, employees, social media profiles)
Real-time integration of transactional data (campaign header, leads, opportunities, activities, service
requests)
Integration of attachments bi-directional for opportunities, attachments for leads from CRM to Cloud
Integration of marketing attribute definitions (CRM -> C4C) and marketing attributes assignments to
customers
Real-time call to from C4C oppty, quote, order to CRM pricing supporting the full pricing flexibility of CRM
pricing
2013
SAP AG. All rights reserved.
21
Confidential

SAPs Cloud Integration Strategy

SAP HANA Cloud

Integration
technology

Cloud-based multi-tenant
technology for real-time process
integration and data integration

Design time with graphical flows and

mappings

iFlows
(prepackaged
integrations)

Centralized monitoring and

administration
Community marketplace (planned)

Open APIs
and
deployment
choice

Prepackaged integration flows with

prebuilt logic for integration
scenarios, routings, and mappings
for
o

SAP Cloud-SAP On-Premise

SAP Cloud-SAP Cloud

SAP Cloud-3rd Party Clouds

iFlows developed on SAP HANA

Cloud Integration, NW PI, or point
to point

Rich set of open standards

based APIs to build custom
integrations

To provide choices to
customers, in addition to
offering our own integration
technologies, SAP also certifies
connectors developed by thirdparty integration platforms like
MuleSoft, Cast Iron, and Boomi

SAP Cloud for Customer Integrations

Provides many types of pre-packaged integrations

Mashups

ERP

NetBase
Savo

CRM

Snap Engage

Cloud for
Sales

MindTouch
Cloud for
Social

FanAppz

Jam

Cloud for
Service

Facebook

Twitter

BW

Marketo

Social
Media
Analytics

Inside View
Vendavo

Lotus
Notes

Outlook
Xactly

Prepackaged Integrations (iFlows)

iFlows are the standard integration content from

SAP

User defined functions required for standard

integration delivered. Customers can customize them.

iFlows run on HCI and Netweaver PI

iFlows contain predefined mappings with 100+ fields

mapped and several user defined functions and
routing rules.

Each iFlow contains logical and technical

routings

430+ CLIENTES C4C en 49 PASES y 25 INDUSTRIAS

* Fines del 2014

Manufacturing

CPG & Life

Sciences

Retail &
Wholesale

High Tech &

Telco

Media, Sports,
Entertainment,
Travel

Services &
Public Sector

Muchas Gracias

Gabriel Ugarte
Sales Specialist
Customer Engagement and Commerce
gabriel.ugarte@sap.com

Felipe Silva
Business Solution Advisor
Customer Engagement and Commerce
felipe.silva01@sap.com