SAP Runs SAP Cloud for Customer – GCO’s Internal Implementation of an integrated SAP Cloud Solution
History of Project – In March of 2012, we began the SAP Cloud for Customer (previously Sales OnDemand) project as a SAPPHIRE showcase, as SAP’s first reference and ramp-up customer. The scope was to demonstrate that the SAP Sales Organization runs Cloud for Customer integrated with our OnPremise SAP CRM system. We call this a ‘Hybrid CRM’ solution since data replicates between these two systems.
What is Cloud for Customer (C4C) – C4C is part of the SAP Cloud Portfolio for Customer. In simple terms, it is SAP’s cloud-based CRM application built on the ByDesign Platform for Marketing, Sales and Customer Service teams.
With C4C, SAP Account executives can create and update their opportunities, collaborate with their VAT team regarding deals, they can look up Account and Contact information, they can create account or opportunity activities and they can research their
accounts via the 360 Degree Account View integration.
C4C leverages the data from our OnPremise CRM system but provides additional features such as: great usability and an intuitive interface, iPad and/or desktop access, quick access to important information through universal search, favorites, and ‘the Shelf’. Online collaboration with others working on accounts and opportunities via JAM and Feeds and integration with the 360 Account View are also part of the attractive features.
Why C4C is important to the overall SAP Cloud Strategy – Simply, SAP Runs SAP. The internal implementation of Cloud for Customer has been showcased to customers around the globe. We have presented the application at SAPPHIRE, TechEd and FKOM. We have also been involved in customer engagements, referencing our projects implementation. The SAP 2014 strategy is clear: We will transition to a Cloud business model by offering all of our products built on SAP HANA, delivered in the Cloud with
end-to-end packaged solutions that deliver business outcomes.
The current C4C implementation: The current objective of the C4C project is to be SAP’s primary CRM application for Sales, Marketing and Services. Throughout 2014, we are planning to move from the ‘hybrid’ CRM solution to a standalone cloud solution. We are also working on adding Lead, Marketing and Partner functionality as well as integration with Outlook.
Reporting capabilities: Cloud for Customer offers built in analytics as well as a companion application called Customer Insight (CI), which is designed specifically for sales managers and sales professionals. CI provides access to frequently used sales information via the WEB UI or on the iPad. This gives sales professionals quick and easy access to key sales and customer information, updated in real-time. This also helps the sales team instantly see what’s happening with prospects and customers to help determine what is needed to drive their deals forward. Some types of information available through CI are: visibility into Upcoming Activities, Customer News and Updates, Performance Analytics and Reports, Context-based Social Collaboration Feeds, Favorites and Tagged Items from the users Cloud for the Customer account.
Thoughts or Questions?: Please let me know if you would be interested in hearing more about specifics of the implementation or would like to share your thoughts or have any questions.