A Guide To New and Enhanced Capabilities For SAP CRM On-Premise

A Guide to New
and Enhanced
Capabilities for
SAP CRM On-Premise
John Burton
SAP Labs
Introduction/Purpose
Learn how to leverage your existing SAP CRM On-Premise investment by taking
advantage of the newest features and enhancements
Find out how you can influence and participate in SAP’s roadmap for SAP CRM
Hear about SAP’s new Fiori user interface and determine whether it might be a
good fit for your organization
Discover what options are available for improving your SAP CRM performance by
taking advantage of SAP HANA
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Roadmap and Direction for SAP CRM On-Premise
Mainstream maintenance of Business Suite/CRM on-premise extended until 2025
SAP continues to develop and enhance CRM on-premise
Customer Connection allows customers to request product enhancements
SAP’s next generation user interface, Fiori, leverages industry standards like HTML5 and OData Services to run
on any device (laptop/tablet/smartphone)
Desktop Connection for SAP CRM provides an alternative to client-side Groupware for Outlook/Notes
integration
CRM on HANA can improve search performance and call center performance by up to 5X, while also enabling
real-time CRM/ERP reporting and analytics
SAP Hybris commerce capabilities complement and extend SAP CRM on-premise Marketing, Sales, Service
SAP plans to renovate and simplify CRM on-premise starting already in 2015
Agenda
Introduction
SAP Fiori UX
SAP HANA
Wrap-up
Positioning and Overview
The new “Desktop Connection for SAP CRM” solution connects SAP CRM with the way users work
every day
• Keeps data in sync between

Microsoft Outlook/IBM (Lotus)
Notes and SAP CRM including
offline mode
• Accounts
• Contacts
• Appointments
• Personal tasks
• Emails
• Leads*
• Opportunities*
* Requires Enterprise Edition (additional
license)
Integration with Microsoft Outlook/IBM Notes
Users work in Microsoft Outlook or IBM Notes

• Require ability to manage a subset of CRM data to support day-to-day tasks
• Manage calendar appointments, accounts, and contacts back to CRM
• Keep data in sync between MS Outlook/IBM Notes and SAP CRM
• Get offline access to synchronized CRM data
Partnership with invisibleCRM

• SAP is teaming up with a new partner called invisibleCRM
• invisibleCRM is a provider of technology integrating enterprise applications with personal user
environments
• Desktop Connection for SAP CRM integrates with MS Outlook and IBM Notes leveraging the
invisibleCRM SYNC PLATFORM
Enterprise Edition (Additional License Required)
Major enhancements in enterprise edition compared to professional edition (separate license

necessary, material number 7017842)
• Synchronization of opportunities
• Synchronization of leads
• Support of n:m relationships between accounts and contacts
• Multiple text types for accounts, contacts, appointments, leads, and opportunities
• Synchronization of recurrent appointments from Outlook to CRM
• Optional synchronization of any SAP business objects in customer
implementations (in the Professional Edition only existing objects can be
enhanced)
See blog for more info:
http://scn.sap.com/community/crm/blog/2014/11/22/desktop-connection-for-sap-crm-faq
Architecture Overview
NetWeaver Business Suite Windows OS
Invisible CRM
Invisible Sync
Connector
App Logic
R R R R
OData Internet Windows Office
SAP CRM API (Intranet) Outlook
Desktop Connection for SAP CRM is a combination of:

• Connector (connects to particular back-end API via SAP Gateway)
• invisibleCRM’s invisibleSync Platform
• Customization package (defines business logic, pulled from CRM)
OData API
• Web interface as OData service published by SAP Gateway
Synchronization and Conflict Resolution
Two ways to launch synchronization

 Automatic synchronization interval can be maintained
 In addition, users can start synchronization manually
Built-in conflict resolution

 Manual and/or automatic conflict resolution (on object/field
level) is maintained in customizing and can be adjusted
 Default settings
– For master data CRM wins
– For appointment Outlook/Notes wins
– In case of empty and non-empty fields, the non-empty field wins
Required Components
The following software components are mandatory

• SAP Gateway 2.0 SP07 and higher – Gateway Business Enablement and Event Publishing
Component IW_BEP on SAP CRM back-end server
• SAP Gateway 2.0 SP07 and higher – Gateway Core Component on Gateway Hub
• ABAP Add-on for the Desktop Connection for SAP CRM on the SAP CRM back-end server
• Desktop Connection for SAP CRM 2.0 as MS Outlook/IBM Notes add-in
Supported MS Outlook versions

• Outlook 2007, Outlook 2010, Outlook 2013
Supported IBM Notes versions

• IBM Notes 8.5, IBM Notes 9
Agenda
Introduction
SAP Fiori UX
SAP HANA
Wrap-up
SAP Fiori: Keeping “Simple Things” Simple
1-1-3 (1 user, 1 use case, 3 screens)

Simple • Solve the right problem
• Know and provide context
• Provide meaningful data integration
All sizes, devices, versions, channels

Responsive • Designed to adjust to the device form-factor
• Design with mobile mindset
• Consistent user experience across mobile, tablet, and desktop
De-composition into task-based experience

Role-based • Provide one entry point for the user
Low barrier to adoption

Instant • Enabling customers to adapt and users to personalize
Value • Deployable to users ideally in one day
• End-to-end extensibility
Apps that speak the same language

Coherent • Provide coherence for common activities
• Provide brand coherence
Fiori Apps for CRM
Sales Professional Business Role
Scope
 Accounts
 Contacts
 Leads
 Opportunities
 Tasks
 Appointments
 Notes and Collaboration
 Sales Pipeline Simulation and Tracking
 Operational Sales Analysis Reports
See blog for more info:

http://scn.sap.com/community/crm/blog/2014/10/14/five-things-you-need-to-know-about-fiori-for-crm
SAP Fiori Apps for Sales and Marketing
SAP Smart Business for sales performance management

Sales Rep (CRM)
Sales Performance Top Opportunities Activities Leads My Opportunities My Leads
My Accounts My Tasks My Contacts My Opportunities My Leads
Simulate Track
My Notes My Appointments Sales Sales
Pipeline Pipeline
Create Change Track

My Quotations My Contacts
Sales Rep (SD) Sales Orders Sales Orders Sales Orders
Check Price and Track My Quotation Sales Group

Customer Invoices
Availability Shipments Pipeline Contract
Transactional
Marketing Manager Release Target
Groups Analytical
Factsheet
SAP Smart Business

New Capabilities in Q1/2015 (Fiori CRM 1.0 SP05 – Wave 7)
My Accounts*
• Display sales orders from SAP
ERP
• Create task or appointment directly
from the account
• Display and maintain marketing
attributes
My Appointments
• Create opportunity, appointment,
or task as follow-up from
appointment
• Display appointments from other
team members
• Change the employee responsible
• Display transaction type info My Opportunities My Tasks
• Create opportunity as follow-up from opportunity • Create opportunity, appointment, or task as follow-up
from task
• Display transaction type info
• Display transaction type info and change status per task
*SAP CRM 7.0 EHP3 SP07 required

Create Your Own Custom Fiori-Style Apps
• In addition to the over 360

individual Fiori apps provided by
SAP, customers can also create
their own Fiori-style HTML5 apps
and embed them in the SAP Fiori
Launchpad
• See blog for details:

http://bit.ly/1uknceY
The custom “Fiori-style” Field Service App shown above is a third-party

offering from an SAP partner.
Overview of SAP Fiori Apps Rapid-Deployment Solution
Fiori Apps – Keeping “Simple Things” Simple
SAP Fiori Apps Services

52 SAP Fiori apps – prepackaged Fixed time, fixed scope, and fixed
instant value apps that increase price implementation using SAP best
employee productivity across multiple practices delivered via SAP or
business functions Partner
SAP’s NetWeaver Platform Knowledge Transfer Get the

Gain access to SAP know how to add more users,
Gateway services and SAP UI5 user more apps, and more devices
experience by configuration content on your own
SAP Smart Business for Sales Order Fulfillment
(ERP SD Fiori App)
With SAP Small Business for Sales Order Fulfillment sales reps can resolve the
following types of issues:
 Incomplete data
 Unconfirmed quantities
 Credit blocks
 Billing blocks
 Delivery blocks in sales orders and other delivery issues
 Shipping blocks in deliveries and other shipping issues
 Invoice issues and accounting issues for invoices
(ERP SD Fiori App) (cont.)
With SAP Small Business for Sales Order Fulfillment sales reps can resolve the
following types of issues: (cont.)
 Check availability and confirm ordered quantities
 Remove billing blocks at the header or item level and if required, edit
payment terms
 Release or re-check credit blocked orders and deliveries
 Create delivery documents for complete or partial deliveries
 Trigger the shipping process: remove shipping blocks and resolve other shipping
issues
 Post goods issue
 Create accounting and invoice documents
Launchpad
To access the SAP Smart Business for

Sales Order Fulfillment app, the key user
must create one or more KPI tiles
The tiles are displayed on a launchpad,

and you can design them to suit the
business needs of internal sales
representatives
When creating tiles, you provide custom

titles and use filter criteria to display
specific information such as the following:
• Top 3 customers
• Threshold
• Sales organization
• Customer
Issues List
Search
Search for specific issues using criteria such as
customer details or requested delivery date
Sort
With the sort function you can sort your list
according to different criteria
View issues specific to each process stage: in

order, in delivery, in invoice
Navigate to sales order processing details
SAP JAM
Save Tile
Issue Details
List with all issue for the sales order
Navigate to fact sheets (sales order, customer)
Issue details on header and item level
Reject a sales order
Resolve issue, e.g., Remove Delivery Block
Open the corresponding document in the

back-end system (e.g., order, delivery, etc.)
Navigate to Back-End ERP System to Resolve Issues
For example, navigate to the back-end

system in order to work with the
incompletion log
Agenda
Introduction
SAP Fiori UX
SAP HANA
Wrap-up
Introducing SAP CRM powered by SAP HANA
CRM Optimized for HANA SAP CRM 7.13 on HANA

(SAP EHP3 for SAP CRM 7.0
• Optimized access to all core CRM Objects powered by SAP HANA)
• Fast and flexible search capabilities,

reliable response times throughout CRM
Analytics
• High volume, high performance reporting in CRM
• Integrated reporting client, complementing BW and SAP
BusinessObjects tools
Analytics
• Fast adoption of HANA innovations for CRM
• Platform for HANA-based Customer Engagement applications
• On-Premise or Cloud
SAP Suite on HANA Highlights
Search Performance No Database Indices Required

Up to A search in a CRM system is the most common use
0 Using HANA database makes all database indices
115x case. Typical searches are for lists, not single items.
Improvements in search performance have a direct
obsolete. This can save up to 50% of database size in
typical customer systems using classical DBs.
benefit for user productivity.
Faster Call Center Performance Additional DB Compression

Up to Call Center Performance improved in several areas of
65% All CRM tables are stored in HANA column store. Data
processing interactions (e.g., account retrieval and compression technology in the HANA column store
5x searches for registered product) significantly reduces the table size.
Operational Reporting Cloud Activation Time

Zero
Latency Operational Reporting and Monitoring available in real 1,5 RDS packages reduce the activation time of a CRM on
time, based on granular business data, for business HANA instance in the SAP HANA Enterprise Cloud to 1.5
Insights users. Zero latency for insights into current business days days.
operations.
Quotation Creation … Without HANA
Customer Information Search

Typical process today … Search for:
Customer contact history, sales order history,
invoice and payment history
Start quotation creation

Product Information Search
Search for:
Suitable products, product information
Sales Rep
Pricing
Create
Calculate and adjust price and Quotation
discount
Issues:
 Search in different sources
 Searches are time consuming
 Search results need to be converted to quotation contents
Business impact: Imprecise quotation contents, no personalized offers

Quotation Creation … with HANA

… and with Suite on HANA Search for:
Customer contact history, sales order history,
invoice and payment history
Start quotation creation

Product Information Search
Search for:
Suitable products, product information
Sales Rep
Pricing
Create
Calculate and adjust price and Quotation
discount
Additional Benefits:
 Improved quote-to-order conversion rate with context-based recommendations
 Reduced key performance indicators for sales with detailed analysis and forecasts of conversion rate and time
 Higher customer satisfaction and retention with individually tailored offers
 Competitive advantage through better customer sales experience
Customer Interaction Center … Without SAP HANA
Typical process today …

Incoming call
Accept call Search for: Ibase; Iobject
Account search
Search for: Products

IC- Manager
Search for: Order Transactions
Interaction Center
Call close Search: Knowledge Base
Call Resolution
Call Center Analytics
Several reports + BI Issues:
 Searches are time consuming
 Calls are prolonged with slow searches
 Business impact: Call handling times increase
Customer Interaction Center … with SAP HANA
… And with Suite on HANA

Incoming call
Accept call Search for: Ibase; Iobject
Account search
Search for: Products

IC- Manager
Search for: Order Transactions
Interaction Center
Call close Search: Knowledge Base
Call Resolution
Call Center Analytics Additional Benefits:
Several reports + BI  Accelerated searches
 IC Work Distribution Dashboard
 Enrich with outside data, including unstructured
HANA-Based Extensions – Work Distribution By Employee
The Inbox Work Distribution – By Employee displays information about items employees are working on as well as unassigned items
for which a processor is needed
SAP CRM Hana-Based Analytics: Overview
Available with CRM EHP3 SP05, SAP

HANA Live Q3 2014 and Fiori for SAP
CRM SP03 (Wave V):
CRM Virtual Data Models
 More than 40 Query Views for SAP
BusinessObjects and other analytics clients
 Cross VDMs for Sales Orders, Invoices, and
Credit Memos which allow analysis of CRM and
ERP data in one report
 More than 400 reuse, private, and value help
views
CRM Embedded Analytics

 SAP HANA Live Reports: Self-Service
analytics for embedding of reports in overview
and homepages of CRM Web UI
 SAP HANA Live Dashboards: Embedding of
multiple HANA Live Reports with shared filtering
 SAP Fiori Reports: Generic Fiori Customer
Report client to display CRM HANA Live
Reports.
HANA Live Reports Embedded in Accounts, Opportunities, and
Campaigns
Business Case
Overview pages for Accounts,
Opportunities, and Campaigns can be
used as analytical 360 degree view by
embedding SHL Reports
Key Capabilities
• Wizard for embedding of reports in
overview pages
• Pre-filtered data based on any data field
that is available in the business object
and the report (e.g., Account ID,
Employee Responsible, etc.)
• Direct navigation from the report to the
business object
Key Benefit
Embedding of pre-filtered analytical views into the overview pages of Account, Opportunity, and Campaign
HANA Cross VDM (Virtual Data Model) CRM/ERP
Business Case
The cross VDM enables any kind of
analytical client to join data from CRM
with ERP and to do basic cross analytics
for:
• Opportunities and Sales Orders
• Customer Invoices
• Customer Credit Memos
Key Capabilities
• Cross VDM for CRM and ERP maps
Accounts, Products, and Organizations
from both systems and allows analysis
of data from both sources in one report
• VDM consumption is possible with
SAP BusinessObjects clients, CRM
WebUI embedded analytics (=SHL
Reporting), and Fiori Customer
Reports App
Scope for SAP HANA Live for SAP CRM EHP3 SP05
Key Message
• Accelerates CRM embedded analytics as part of CRM on HANA or HANA side by side
• More than 40 VDM Query Views (including three cross VDMs for CRM/ERP analysis) for SHL Reporting, Interactive Reporting, or SAP
BusinessObjects tools to consume VDMs outside of CRM Web UI
• More than 400 VDMs (reuse, private, value help views) are available in CRM 7.0 EhP 3 SP05 or in CRM on HANA
Marketing (EHP2 SP8) Sales (EHP2 SP8) Authorization for Interactive Reporting/SAP HANA Live Reports
 Leads  Opportunity  All documents where the user is employee responsible

 Campaigns  Sales Order  Mangers see all documents of their org unit and their own documents
 Contact Tracking  Sales Quotation  For power user authorization with ACE separate VDMs are available for joins
in customer-specific VDMs
 Sales Contract
Service (EHP2 SP8)
 Sales Performance Management
 Complaint
 Service Problem
Interaction Center (EHP2 SP8)
 Service Request Extensibility
 Interaction records
 Service Order  Interactive Reporting: Defining new or extending existing VDMs is possible
using Transient InfoProviders
 SAP HANA Live Reports: Defining new or extending existing VDMs is possible
by introducing new OData Services based on XS-Engine
Defining SAP CRM HANA Live Reports
HANA Expert CRM Analytics CRM Business User

Key User (e.g., Sales Representative)
Extend or model new SAP HANA Create SAP CRM HANA Live Reports in Usage of published reports in CRM
Live Query Views in HANA Studio CRM Web UI Web UI or Fiori
Key Activities Key Activities Key Activities

• Extension of SAP query views • Definition of Filters/Parameters • Definition of Filters
• Definition of new query views based and • Selection of Dimensions and Measures • Selection of Dimensions and Measures
OData Services on SAP Reuse views • Selection of Chart Layout • Selection of Chart Layout
• Testing of the new VDMs and OData Services • Sorting on Dimension and Measures • Sorting on Dimension and Measures
• Expose new query views in CRM customizing • Deployment and embedding per business role
SAP HANA Live Deployment Options
Existing Stack Sidecar Approach Integrated Stack
BOBJ
SAP Front End
SAP Front End BOBJ
HTML 5
HTML 5
Any Front SAP Business Suite
(ERP, CRM, SCM, …)
End
SAP Business Suite Any Front
(ERP, CRM, SCM, …)
End
SAP HANA Live SAP HANA Live
Replication
AnyDB
SAP HANA SAP HANA
Customers can add new analytics capabilities immediately without disruption to their existing landscape. Any investment today will be
valid for SAP Business Suite powered by SAP HANA.
Agenda
Introduction
SAP Fiori UX
SAP HANA
Wrap-up
Influence SAP
Customers can influence SAP via:
• Influence Council
• Customer Engagement Initiative
• Customer Connection
Fair and transparent process for

customers to submit product
enhancement requests to SAP
Customer Connection at a Glance
Improvement
 Channel for incremental enhancements and improvements of products and
Today’s Solution solutions SAP customers are using today
 Suitable for small enhancements deliverable via Notes and SAP Support
Packages for easy and fast adoption
 Open to SAP User Groups/Customer Communities

Customer Connection
 Customer-driven program, with clear responsibilities on both sides
 Collaboration in a project approach:

 Customers to request a Focus Topic project
Improvements  Customers collect and submit Improvement Requests in defined Focus Topic projects
Customer Connection Focus Topics
Most Recent Customer Connection Focus Topic for CRM (CRM
WebClient UI and BCM Usability)
38 qualified Improvement Request with at least five “subscribed customers”

19 delivered improvements
Scoped, 5 Scoped; 17
Rejected, 12
Delivered, 19
6
Handed over, 2
Cancel a Running Search
Improvement Request: D5164
Improvement:
 A new « Cancel » button allows the user
to stop a search that is running for too
long.
Status:
 Delivered with SAP Note 2044841
 From WEBCUIF 701 and up
Automatic “Save”
Improvement:
 The texts entered in the text areas and the input
fields will be saved in front-end local storage for
overview pages and reloaded when needed.
Status:
Ability to Have Colors on Results List
Improvement:
 Allow the developer to set an arbitrary
background color in a table cell or
column.
Status:
Customer Connection “CRM 2015” Focus Topic Timeline
SAP Customers
Customers Provide feedback in development and
Submit improvement requests, Provide feedback on
subscribe for support testing productive use
IR prioritization
Final Call Decision

Kick-Off End October Selection Call Delivery Call
Meeting
End August 2014 Beg Dec. 2014 ~ Beg. January 2015 ~ Q3 2015
2014 Speaker’s Corner Sessions
Collect Select Develop Use

open project workspace close project workspace
2014 End Oct 2014
Selection of improvement Improvements’ development (delivery as Productive use in customers’

Collection of Improvement Requests
requests for implementation Notes/SP) systems
Follows, moderates, and Detailed analysis and Development and delivery Continuous improvement of the
comments on improvement decision on of notes and support Customer Connection process
request implementation packages
Project Team
Improvement Finder
Find delivered improvements easily by using:

www.sapimprovementfinder.com
Agenda
Introduction
SAP Fiori UX
SAP HANA
Wrap-up
Where to Find More Information
http://wiki.scn.sap.com/wiki/display/CRM/Collaterals
 SAP Desktop Connection collaterals
http://scn.sap.com/community/crm/blog/2014/11/22/desktop-connection-for-sap-crm-faq
 John Burton, “Desktop Connection for SAP CRM” (SCN, November 2014).
http://scn.sap.com/community/crm/blog/2014/10/14/five-things-you-need-to-know-about-fiori-for-crm
 John Burton, “Seven Things You Need to Know About Fiori for SAP CRM” (SCN, October 2014).
http://marketplace.saphana.com/p/1811
 SAP CRM on SAP HANA
http://scn.sap.com/community/crm/blog/2014/07/31/you-asked-for-it-sap-delivers-twenty-four-24-cool-new-crm-
enhancements
 John Burton, “You Asked for it, SAP Delivers: Twenty-Four (24) Cool New CRM Enhancements!” (SCN, July
2014).
https://influence.sap.com/CRM2015
 SAP Customer Connection Program: CRM2015 Focus Topic
– Registration required
7 Key Points to Take Home
 SAP has extended mainstream maintenance of CRM on-premise until 2025, and SAP is
continuing to actively develop and enhance CRM on-premise.
 Desktop Connection for SAP CRM provides an alternative to client-side Groupware for
Outlook/Notes integration.
 SAP’s next generation user interface, Fiori UX, leverages industry standards like HTML5 and
OData Services to run on any device (laptop/tablet/smartphone).
 Customers can create their own Fiori-style apps and/or take advantages of Fiori starter packages
such as SAP’s Fiori Rapid Deployment Solution (RDS).
 CRM on HANA can improve search performance and call center performance by up to 5X, while
also enabling real-time CRM/ERP reporting and analytics.
 The SAP Customer Connection program allows customers to nominate and vote on product
enhancements suggestions.
 Customers can monitor the SAP Improvement Finder to find the latest CRM on-premise
enhancements and new features.
Thank you
Contact information:
John Burton
John.burton@sap.com
Twitter: @burtonjohn
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A Guide to New

Mainstream maintenance of Business Suite/CRM on-premise extended until 2025

SAP continues to develop and enhance CRM on-premise

Customer Connection allows customers to request product enhancements

• Keeps data in sync between

Users work in Microsoft Outlook or IBM Notes

Partnership with invisibleCRM

Major enhancements in enterprise edition compared to professional edition (separate license

NetWeaver Business Suite Windows OS

Desktop Connection for SAP CRM is a combination of:

Two ways to launch synchronization

Built-in conflict resolution

The following software components are mandatory

Supported MS Outlook versions

Supported IBM Notes versions

1-1-3 (1 user, 1 use case, 3 screens)

All sizes, devices, versions, channels

De-composition into task-based experience

Low barrier to adoption

Apps that speak the same language

See blog for more info:

SAP Smart Business for sales performance management

My Accounts My Tasks My Contacts My Opportunities My Leads

Create Change Track

Check Price and Track My Quotation Sales Group

SAP Smart Business

*SAP CRM 7.0 EHP3 SP07 required

• In addition to the over 360

• See blog for details:

The custom “Fiori-style” Field Service App shown above is a third-party

SAP Fiori Apps Services

SAP’s NetWeaver Platform Knowledge Transfer Get the

To access the SAP Smart Business for

The tiles are displayed on a launchpad,

When creating tiles, you provide custom

View issues specific to each process stage: in

Navigate to sales order processing details

List with all issue for the sales order

Navigate to fact sheets (sales order, customer)

Issue details on header and item level

Reject a sales order

Resolve issue, e.g., Remove Delivery Block

Open the corresponding document in the

For example, navigate to the back-end

CRM Optimized for HANA SAP CRM 7.13 on HANA

• Fast and flexible search capabilities,

Search Performance No Database Indices Required

Faster Call Center Performance Additional DB Compression

Operational Reporting Cloud Activation Time

Customer Information Search

Start quotation creation

Business impact: Imprecise quotation contents, no personalized offers

Customer Information Search

Start quotation creation

Typical process today …

Search for: Products

Search for: Order Transactions

Call close Search: Knowledge Base

… And with Suite on HANA

Search for: Products

Search for: Order Transactions

Call close Search: Knowledge Base

Available with CRM EHP3 SP05, SAP