SAP Solutions for Customer Experience (SAP CX) focusing on ... · Studio SAP | 36434 (16 /04 ) This content is approved by the customer and may not be altered under any circumstances

PUBLIC

Liane Geber, SAP SE

International SAP Conferences for Building Materials, Mining & Metals, Chemicals and Forest Products, Paper & Packaging , 2018

SAP Solutions for Customer Experience (SAP CX) focusing on Mill Products Companies

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2PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.

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or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related

document, or to develop or release any functionality mentioned therein.

This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and

functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this

presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided

without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a

particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP

assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross

negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from

expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,

and they should not be relied upon in making purchasing decisions.

Disclaimer


Take away

• Understanding of SAP C/4HANA Solution offering

• With configurable products - “today and tomorrow”

• Answers

5CUSTOMER© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

“Shouldn’t I expect

the same level of service when I spend $50M with you,

as I do when I buy a $50 pair of shoes?”

BUSINESS OR

CONSUMER.

INTELLIGENT

CUSTOMER

EXPERIENCE

IS THE NEW

competitive

BATTLEGROUND


TODAYS B2B CUSTOMERS IN Mill INDUSTRIES EXPECT A B2C EXPERIENCE

Customers and

channel partner

expect a seamless

experience

Outstanding

Service

Digital interactions

and ecommerceDigitally- driven

Social-

connected

Empowered

7INTERNAL© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

B2C-LIKE

COMMERCE

MARGIN PRESSURE NEW BUSINESS

MODELS DRIVEN

BY TECHNOLOGY

OPERATIONAL

PERFORMANCE

From overcapacity,

commoditized products

B2C online commerce

redefines the rules

of service & fulfillment

Energy and resource

constraints

New player in the

market

TRADITIONAL MILL PRODUCS INDUSTRIES ARE UNDER PRESSURE


DISRUPTION AHEAD

NOW.


EMERGING SYSTEMS OF INTELLIGENCE

By 2018,

of enterprise and ISV

development will

include AI or ML. – IDC

75% By 2019, APIswill be the primary

mechanism

to connect data,

algorithms, and decision

services. – IDC

By 2019, natural-

language

generation will be a standard feature

of 90% of modern BI

platforms. – Gartner

Embedded machine

learning, analytics

providing built-in

guidance

Conversational

applications: the new

user experience

Artificial intelligence

and machine learning,

IoT, insights


DIGITAL IS DRIVING DISRUPTIVE CHANGE

New Business Models Mobile

Value Chain Innovation Experience Anywhere

ioT

When Everything is

Smart & Connected

The Marketplace Effect

Traditional Channels

Under Attack


Metal Business Models are in transition - Examples

Start-up Marketplace:

addressing small buyers

www.steel.online

Category: Raw

Materials Metals &

Alloys Steel

www.amazon.com

Service company: offering rolling,

storage and transport but not owner

of any processed material

www.precision-strip.com


Severstal - Presentation of Sergey Dunaev today


Salzgitter Mannesmann Line Pipe: Improving Internal

Collaboration with SAP® Hybris® Cloud for Sales

Company

Salzgitter Mannesmann

Line Pipe GmbH

Location

Siegen, Germany

Industry

Mill products

Products and Services

Steel piping for oil and gas,

utilities, and mechanical engineering

companies

Employees

552

Revenue

€178 Mio.

Website

www.smlp.eu

Partner

Sybit GmbH

www.sybit.de

Objectives

Replace existing project database

Optimize interdepartmental flow of information

Consolidate heterogeneous data sources

Accelerate creation of quotations

Why SAP® Hybris® solutions?

Simple integration of SAP® Hybris® Cloud for Sales solution with the SAP ERP application

Intuitive design

High solution availability and predictable overall costs

Data hosting in Germany

Resolution

Established seamless interaction between sales, technical consulting, and production planning with centralized opportunity management

Improved quality of information with help from Sybit GmbH

Provided access to customer and order data anywhere and anytime

Introduced accurate planning based on comprehensive data

Provided support to attribute various inquiries to a project

Simplified customer categorization with transparent inquiry history

Future plans

Accelerate workflows with SAP Jam™ Collaboration by integrating input material and freight purchasing processes

6%Increase in efficiency for sales region managers

4 weeksLess processing time required

for quotations

365 daysSystem access each year

“SAP Hybris Cloud for Sales helps our sales, technical consulting and production planning teams

work together far more efficiently to produce quotations, so we can respond to inquiries directly.

In our fiercely competitive market, that is an immensely important advantage.”

Johannes Runge, CIO, Salzgitter Mannesmann Line Pipe GmbH

45793 (16/09) This content is approved by the customer and may not be altered under any circumstances.

http://www.smlp.eu/

http://www.sybit.de/


Mohawk Industries: Delivering a Better Customer Experience

with SAP® Hybris® Cloud for Social Engagement

80%Of deals closed that

began by monitoring

and directing social

conversations

$8 millionIn revenue driven from

14,000 leads found on

social media channels

2 minutesRecord for closing a sale

initiated in response to a

customer tweet

Studio SAP | 36434 (16/04) This content is approved by the customer and may not be altered under any circumstances.

"SAP software transforms the way we do business by allowing us to listen and monitor online customer

conversations. With SAP Hybris Cloud for Social Engagement, we can facilitate the connection with our

customers and retail partners and improve our level of service, ultimately driving more revenue for Mohawk.”David Duncan, Senior Vice President, Mohawk Industries

Company

Mohawk Industries

Headquarters

Calhoun, Georgia

Industry

Mill products

Products and Services

Carpet, rugs, tile, stone,

laminate, and vinyl flooring

Employees

32,000

Revenue

US$8 billion

Web Site

www.mohawkflooring.com

Objectives

• Be the number-one flooring provider in the industry by providing the best products and customer experience

• Continue to innovate and drive revenue growth

• Drive more-meaningful online conversations and interactions with consumers

Why SAP® Hybris® solutions

SAP® Hybris® Cloud for Social Engagement solution, which helps better target marketing by monitoring social media

conversations to engage with customers

Resolution

Deployed SAP Hybris Cloud for Social Engagement to help find relevant messages across social media channels and

respond quickly to customer queries, needs, and concerns

Benefits

• Exceptional customer service by immediately responding to social inquiries

• Streamlined customer lead process followed by a seamless hand off to retail partners, helping close deals more quickly

• Better understanding of customer needs, helping tailor products and services to meet specific demands

• Deeper customer intelligence, enabling more-targeted campaigns and customer conversations

http://www.mohawkflooring.com/


DIGITAL IS CHANGING

EVERYTHING

CUSTOMERS

COMPETITION

THE WAY OF DOING BUSINESS

IN CONCLUSION

B2B Sales

has to develop

FURTHER.


New Generationof CRM


Unidentified to Identified

ContactLead Opportunity Quote

Customer Order

Contract / Order

ManagementFulfillment Invoicing*

SAP C/4HANA SAP S/4HANA

From Lead to Cash: Delivering what our competition can’t do

End to End Customer Experience * Agile billing solution in C/4HANA

Integration of Front Office (SAP C/4HANA) to Digital Core (SAP S/4HANA) to deliver end to end customer experiences


Unified User Experience

Embedded Intelligence — SAP Leonardo

Extension Framework & Microservices Ecosystem — SAP Cloud Platform

SAP Customer Data Cloud

SAP C/4HANA

SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud

SAP Customer Experience – SAP C/4HANA

Built-in

Intelligence






SAP C/4HANA

SAP Customer Experience – Marketing Cloud

SAP Commerce Cloud SAP Sales Cloud SAP Service CloudSAP Marketing Cloud

SAP Marketing Cloud SAP Customer AttributionSAP Loyalty Marketing






SAP C/4HANA

SAP Customer Experience – Marketing Cloud

SAP Commerce Cloud SAP Sales Cloud SAP Service CloudSAP Marketing Cloud

Dynamic customer profile Understand performanceIndividualized personalization Modernize processes






SAP C/4HANA

SAP Sales Cloud SAP Service CloudSAP Marketing Cloud

SAP Customer Experience – Commerce Cloud

SAP Commerce Cloud

Industry-specificBuilt-in agility layer B2C, B2B, or B2B2C Pre-built integrations


https://rapid.sap.com/bp/#/HYB_COM_S4H

SAP Best Practices for SAP S/4HANA integration with SAP Commerce SAP Hybris


Commerce 1808








SAP C/4HANA

SAP Service CloudSAP Marketing Cloud SAP Commerce Cloud

SAP Customer Experience – Sales Cloud - Technology Suite

SAP Cloud for Customer SAP Revenue Cloud

SAP Sales Cloud






SAP C/4HANA

SAP Service CloudSAP Marketing Cloud SAP Commerce Cloud

SAP Customer Experience – Sales Cloud -

Createa connection

Incentivizesales to sell more

Sell right productat right price

Spendmore time selling

Monetize NewBusiness Models

SAP Sales Cloud


Marketing

Campaigns

Email &

Calendar

Sales

Content

Configure

Price Quote

Commissions

Contract

Lifecycle

Management

Billing &

Revenue

Recognition


SAP Sales Cloud Overview

SAP Leonardo (AI and Machine Learning)

Lead, Opportunity, Account Management

Intelligent

Forecasting

Sales Learning Sales ContentPartner Relationship

Management

Contract Lifecycle

Management (CLM)

Configure

Price Quote (CPQ)

Subscription Billing

& Revenue

Management

Sales Performance

Management






SAP C/4HANA

SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud

SAP Customer Experience – Service Cloud

SAP Service Cloud

Motivate your

employeesCreate a full feedback

loop

Harmonize your service

processes

24/7 service with AI

chatbots

Create true

omnichannel






SAP C/4HANA


SAP Customer Experience – Service Cloud - Technology Suite

SAP Cloud for Customer SAP Customer Engagement Center





SAP C/4HANA

SAP Customer Experience – Customer Data Cloud - Technology Suite


Transparency

& Control (GDPR)Personalized

Omni-Channel Experience Unified Customer ProfileTrusted Customer

Relationship






SAP C/4HANA

SAP Customer Experience Technology Suite


SAP Customer Identity SAP Customer ProfileSAP Customer Consent







SAP C/4HANA


SAP Customer Experience – SAP C/4HANA

Built-in

Intelligence


ML Scenarios for SAP Hybris Sales Cloud

Understand the health of

your accounts and use

insights to engage in

account based selling and

nurturing.

Improve conversion rates

and focus on top of the

funnel prioritization using

scoring that is generated

from hundreds of signals

across internal SAP and

external data sources.

Account IntelligenceDeal IntelligencePredictive Sales

ForecastingLead Intelligence Sales Assistant

Build your organizations

top of the funnel by

searching external data

sources to create tailored

list of prospects. Reps.

can create profile to

proactively build out their

own unique prospect lists

Automatically

capture data using

Mobile and Bot

technology to aid

sales reps. and

sales managers in

deal execution.

Leverage

conversation UI

and automated

notifications

technologies to

follow-up and stay

on top of accounts

Improve win rates and

achieve quota targets by

focusing on deals with

high propensity of closing.

Accelerate sales

execution by aligning your

sales team’s efforts on

highly scored deals with

by understating the key

influencer signals for each

deal in each stage

Provides accurate

revenue forecast

predictions at a macro

level for sales leaders

looking to understand

trends in the sales

forecast segmented by

sales organizations, sales

rep, forecast category

Phased Delivery in 1708


Machine Learning Roadmap

1708 1711 1802

Sales - Deal Intelligence

(Opportunity Scoring &

Opportunity Insights)

- Lead Intelligence (Lead Scoring

and Lead Insights)

- Account Intelligence (Account

Scoring and Account Insights)

- Sales Revenue Forecasting

SUBJECT TO CHANGE

Product Configuration


What is CPQ? Solution Overview

• Select Products & Offers

Increase cross-sell & upsell

• Configure Products

Eliminate errors

• Price

Increase revenue & margins

• Generate Proposal/Offer

Create compelling offers fast

• Negotiate

Approvals processes drive discipline

• Managed by Business Users

Avoid waiting for IT help

• Analyze & Report

Ensure offers are effective


SAP Sales Cloud

Big Picture – SAP CPQ Integrations

• Consistent Process between Frontend and

Backend

• Continue to use your VC configuration models

• Consistent configuration in all channels

• Automatic handover to manufacturing in SAP ERP

and SAP S/4HANA

• Faster GTM strategy - modeling in CPQ

SAP Commerce Cloud Other

C4C

CPQ

• Configuration

• Price Negotiation

• Guided Selling

• Modeling

• Product Catalog

• Quoting

• Incentives

• Approvals

• Proposals

• Contracts

• Product config add-on

for VC

• Deal Recommendation


Backend

SAP Digital Configuration LifecycleBuilding Blocks from Frontend to Backend – Valid from the Past Until Today

E-Commerce

Quote-to-Order (CPQ)

Sales Force

Automation

EngineeringMTO, ETO

Order Management

Manufacturing

Supply Chain

Service

Asset Management

Catalog, Search

Configure, Price, CartCapture

Order

Quote Request

Lead, Opportunity,

PipelineConfigure, Price, Quote

Capture Order

Backend Sales & Manufacturing Configuration

Project Management

Billing

Product ConfigurationPricing

Solution ConfigurationProduct Configuration

Pricing Knowledge Base

Direct, Indirect Sales

End Customer, Channel Partner

Product configuration in SAP Commerce


Product Configuration for SAP Hybris Commerce – Overview

Responsive Configuration UX

One UI across PC, tablet, phone

Guided Conflict Resolution

Easily understand conflicts and resolve them by changing values

Improved Data Replication

Delta Data Transfer



Configuration Summary

Summarize all options after configuration was completed

Images on Characteristic and Characteristic Value Level

Enrich characteristics and values in the Hybris backoffice

Maintain extended short text, or long text (since Hybris 5.4)



Embedded Analytics – Search for Configured Inventory

Search catalog for product variants with inventory by option; see similar variants while configuring, switch from configurable product to variant, and back



Sales Modeling for Business Users – Hybris Rules on top of Backend Model

Commerce Rules for Product Configuration (Drag & Drop)

▪ Easily hide unwanted options, values, set different defaults, or set options to “read only”

▪ Display messages (header or characteristic level)

▪ Limit rules to specific customer, customer group, user group (sales rep vs customer), store (country)

▪ Supports single- and multi-level configuration models.

▪ Value help for characteristics/values


Customer Experience for Configurable Products – E-CommerceSAP Product Configuration, SAP Commerce Cloud, SAP ERP or SAP S/4HANA

SAP Commerce Cloud

Catalog, SearchConfigure, Option Pricing,

Option Popularity

Quotation

Create Order

SAP Cloud

Platform

Product Configuration service

Pricing Service

Product Configuration Intelligence service

VC / Advanced VC ModelsSAP S/4HANA

or SAP ERP

Historic sales orders with configuration

Model KBs SD Pricing

Sales Order Fulfillment

VC or Advanced VC

End Customer

Replicate

Sales Rep

Quote Request


Customer Experience for Configurable Products – E-CommerceSAP Product Configuration, on-premise edition, SAP Hybris Commerce, SAP ERP or SAP S/4HANA

SAP Hybris Commerce

Catalog, SearchConfigure, Option Pricing,

Option Popularity

Quotation

Create Order

Configuration and Pricing Engine (SSC)

VC ModelsSAP S/4HANA

or SAP ERP



with VC

End Customer

Sales Rep

Quote Request

Replicate

SAP Product Configuration

Roadmap and Cloud Strategy


Request for Quote Check Quote

Prepare QuoteGet Quote Approval

Release Quote

Accept QuoteReject Quote Customer Order

Status Update

SAP Commerce Cloud

SAP CPQ

Fully integrated process example

RFQ in Commerce, quoting in CPQ, fulfillment in ERP or S/4HANA

Planned

Innovation

(Sales) Order

SAP

Product

Config.

VC integration


Pure cloud software from end to end

Browser

Commerce (on premise)

• Java Server Pages for UI

• Commerce Frameworks

• Integrated configuration

Engine

• Data Hub and Dataloader

for data replication

Browser

• Angular JS UI

SAP Cloud

▪ Commerce Services

▪ Cloud Platform Services

▪ Sales Cloud Services

▪ SAP Cloud Platform Integration

and SDI for data replication

New

Arc

hitectu

re

Past

Arc

hitectu

re


What it means for SAP Product Configuration wrt order management

Synchronous Order Management

SAP Commerce Cloud keeps an ERP Sales Order

You get the power from ERP with every click (prices, ATP)

You need to wait for ERP with every click

Asynchronous Order Management

SAP Commerce Cloud does its own pricing and ATP (simple)

During checkout, SAP Commerce Cloud creates an order

but doesn’t wait for ERP.


• Partially configured product variants

• Synchronous pricing in AOM in the catalog

• Process integration SAP Commerce Cloud SAP

CPQ for VC products

• Integration into SAP Commerce Cloud V2

support migration from Commerce Data Hub to

SCPI

• Developer goodie: Maintain longtexts for

characteristics values in Backoffice and use them

right in the UI

Highlights in SAP Commerce Cloud 1811 (planned RTC: November 2018)


Customer Experience for Configurable Products – Omni-ChannelSAP Product Configuration, SAP Commerce Cloud, SAP Sales Cloud CPQ, SAP ERP or SAP S/4HANA

SAP Commerce Cloud

SAP Sales Cloud, CPQ

Catalog, SearchIntelligent

Product Selection

Configure, 3D,

Option Pricing Request Quote

Manage Lead,

Opportunity

Complete

Configuration

SAP Sales Cloud, SFA (C4C)

Generate Proposal

Create Order

SAP Cloud

Platform

Product Configuration service

Pricing Service

Product Configuration Intelligence service

VC / Advanced VC ModelsSAP S/4HANA

or SAP ERP

Historic configurations: Orders, production, material variants,

equipments, vehicles, …



VC or Advanced VC

End Customer

Quote Pricing, Costing,

Margin, Commission

Approval Workflow,

Release Quote

Sales Rep

Replicate

Thank you.

Liane Geber

Solution Management

IBU Mill Products & Mining

SAP SE

YOUR CUSTOMERS HAVE CHANGED

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SAP Solutions for Customer Experience (SAP CX) focusing on ... · Studio SAP | 36434 (16 /04 ) This content is approved by the customer and may not be altered under any circumstances