Next Generation Order Management

Overview
Order capture scenario
Current situation

INVENTORY INVENTORY
CART CART
CUSTOMER CUSTOMER
PRODUCT PRODUCT
ORDERS ORDERS
PAYMENTS PAYMENTS
CART PRICING/PROMOTION PRICING/PROMOTION contact center
CUSTOMER RECOMMENDATIONS RECOMMENDATIONS
PRODUCT CONS. PREFERENCES CONS. PREFERENCES
ORDERS 3rd PARTY CONNECTIVITY 3rd PARTY CONNECTIVITY
PAYMENTS … …
In store/
PRICING/PROMOTION branch digital goods market-place
RECOMMENDATIONS
CONS. PREFERENCES
3rd PARTY CONNECTIVITY
… mobile
print

INVENTORY
CART
CUSTOMER
PRODUCT social
web
ORDERS @
PAYMENTS OMNI-CHANNELS INVENTORY
PRICING/PROMOTION CART email
RECOMMENDATIONS CUSTOMER
CONS. PREFERENCES PRODUCT
3rd PARTY CONNECTIVITY ORDERS
… PAYMENTS digital ads
PRICING/PROMOTION
RECOMMENDATIONS
CONS. PREFERENCES
3rd PARTY CONNECTIVITY
…

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Cloud model

contact center

In store/
branch digital goods market-place

INVENTORY
mobile CART
CUSTOMER print
PRODUCT
ORDERS
PAYMENTS
PRICING/PROMOTION
social
web RECOMMENDATIONS
CONS. PREFERENCES @
3rd PARTY CONNECTIVITY
email
…

digital ads

ROCKS!

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Capturing and Status Tracking
Challenges
Consumers are creating and changing orders in many
different channels and are tracking orders across
channels.
Consumers are expecting accurate
price information and availability / delivery promises at
an early stage.
Orders include all types of products, be it digital,
physical, services or bundles.
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
Approach
One central place to capture consumer orders, order
change requests and to provide consumer relevant
information over the full order lifecycle independent
from the input channel.
Functionality will be exposed as cloud services which
can be consumed by any frontend user interface.
For improved elasticity, Cloud services are decoupled
from S/4 HANA.
Products can be physical, digital, bundles,
or services related to physical products (gift
wrapping, assembly, installation) even in the
same order.
The cloud services will include relevant
functions like pricing, sourcing (for customer
promise) and payment.
Customer 4
Central order capture and change system in the cloud

Services to create, change, track

all sales orders from all channels
(online, call center, store, …)
Contains customer relevant
information (how / what / when / to
which price / which status, …)

Cloud only solution

HCP / YAAS

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Order distribution across different fulfillment systems

Order distribution and

HCP / YAAS
fulfillment utilizing SD
Trigger and track processes across
different fulfillment systems

Cloud-based distribution allowing

S/4 HANA / ERP connection to on premise and cloud-
based fulfillment system

Distribute orders to different

fulfillment systems according to
sourcing result
Sourcing options,
rules & determination
Consolidated ATP Collect status and change
relevant data
information from fulfillment systems
Order status and
change
information from
ERP ERP 3rd Party fulfillment systems

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 Scenarios – Order, change, fulfill and deliver everywhere

Order Capture Fulfill from Product / Service Pay at

availability
Store Distribution Center POS
eCom / Social Media Store Current Stock eCom
Call Center Vendor (DSD) Existing Purchase InStore – Mobile
Wholesale (Ext.) Service Orders Recurring
Provider Create Purchase Subscription
Digital Fulfillment Order
Service Capacity

Product / Deliver when Deliver to FI Processing

Service
As soon as Customer`s Home Financials
Physical Good possible Any Pickup Station Inter company
Service Desired Delivery Store Contract Accounts
date Digital Delivery
Digital Good

Initial focus will be on B2C processes. B2B will follow.

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Order capture - overview

Pricing/Promotions/
Payment

ORDER IN
CLICK AND
STORE - POS
COLLECT

ORDER FROM
ANYWHERE

Order
Capture

HOME
DELIVERY
ORDER IN
STORE -
MOBILE DEVICE

ATP/Sourcing

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 Happy Anniversary!
by
The First Order

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 Characters

Hubert, 35 The intelligent Annie, 35

Uber driver machine, v 3.0 Hubert’s wife
A -> B transport

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 The First Order

Chapter 1: Anniversary surprise

Hubert, 35
Uber driver

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 Scene 1: Late reminder Main character: Hubert | Page 1
Early Saturday morning, Hubert is leaving for work.
He already has his first customer and an important
reminder.

Have a good
day!

I’ll need to
find a nice
gift…
Thank you!

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 Scene 2: Busy day Main character: Hubert | Page 2

Later that day…

Very busy day,

but maybe I can
make it to our
favorite store
quickly before it
closes.

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 Scene 3: At the mall Main character: Hubert | Page 3

Close to closing time…

Maybe I can
Yes,use
shemy would
new
Oh no, it’s really like this
smartphone to
closed for … and order
next day
renovations, but delivery is free
something
what is that
sign?

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 Scene 1: Late reminder Main character: Connected car | Page 4

On the way home that evening strange sounds are

coming from the car’s speakers

Wonder if I can
change the Who is that? Who
order and add are you?
Alert: Your order is on
those flowers Oh… Itrack
forgot
and that
will be
too… I bought
delivereda tomorrow at
10 A.M.,car!
connected and you have Order on time
a special offer

Special offer:

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 The First Order

The end

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