Customer Management Options

with S/4HANA
MARCH 2018

Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 1 Current State
Customer Service / Interaction Center

2 Possible Options
S/4HANA & SAP Hybris

3 Key Takeaways

4 Next Steps

2 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 SAP Digital Business Framework

3 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Current State: SAP CRM
KEY TRENDS, CUSTOMER NEEDS, AND VALUE PROPOSITION

4 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Current State: SAP CRM
PRODUCT PORTFOLIO AREAS OF FUTURE INVESTMENT

5 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 What’s The Next Move?
CUSTOMER SERVICE

6 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Utegration’s POV
CUSTOMER SERVICE

7 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Approaches
CUSTOMER SERVICE

Transform
Leveraging Front Office
Capabilities in Hybris

  

Evolve Consolidate
Existing SAP CRM Customers*
S/4HANA Enterprise
Management

8 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Evolve: S/4HANA Digital Core
EVOLVING TO S/4HANA DIGITAL CORE

*This is the current state of planning and may be changed by SAP at any time

9 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Transform: CS Installed-base
TRANSFORMING EXISTING CS FUNCTIONS IN ISU TO SAP C4C

*This is the current state of planning and may be changed by SAP at any time

10 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Transform: SAP CRM installed-base
TRANSFORMING THE FRONT & BACK-OFFICE

*This is the current state of planning and may be changed by SAP at any time

11 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA

*This is the current state of planning and may be changed by SAP at any time

12 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA

*This is the current state of planning and may be changed by SAP at any time

13 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA

*This is the current state of planning and may be changed by SAP at any time

14 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA

*This is the current state of planning and may be changed by SAP at any time

15 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA

*This is the current state of planning and may be changed by SAP at any time

16 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Consolidate: SAP S/4HANA for Customer Mgmt.
WHEN IT IS AN OPTION?

17 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Key Takeaways

18 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Decision and Possible Options for Customer Service

CLOUD
ON PREMISE
S/4HANA Enterprise
ECC 6 (CIC0)
Management

*This is the current state of planning and may be changed by SAP at any time

19 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Decision and Possible Options for Customer Service
No

Regulatory /

CLOUD
Security
Restrictions
Yes

Mobilize Yes

No No

Highly

ON PREMISE
Customized Yes
Decision Customer Mgmt.
Add-on
CRM 7 S/4HANA Enterprise
ECC 6
Management
Option:
Option:Transform
Consolidate
Evolve
*This is the current state of planning and may be changed by SAP at any time

20 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
 Thank You
Jimmy Leong
Jimmy.Leong@Utegration.com
www.utegration.com

Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.