SAP C4C and its Reach:
C4C is a Cloud solution for all CRM functionalities – Sales, Service and Marketing.
Business Functionalities Available in C4C:
Sales & Marketing:
Business Partner (Account, Contacts, Customer)
Machine Learning (New – Initial GA)
Sales Contracts (New – Phased Delivery)
Offline Pricing (New – Phased Delivery)
Visits & Routes
Groupware Integration (MS Outlook Client Add-in)
Sales Campaigns – Hybris Marketing Integration support
Core Ticket and SLA
Installed Base and Registered products
C4C being a cloud solution; the same tenant, unless it is a private cloud (taken by customer), is shared by multiple customers for their sales/service/marketing processes. This puts some challenges to SAP currently, to allow multiple objects to be enabled for enhancements, when it is required by only few customers (1 or 2 only). The option to allow a single customer to enhance the C4C solution by PDI development for its own benefit need to be explored. At the same time the impact of performance and quarterly upgrades on these PDI solutions need to be well educated to the customers.
My experience with a recent C4C project has been that we were not able to achieve the customer’s requirements due to inherent SAP C4C challenges in some Business Objects, example – EMAIL ACTIVITY in SERVICE REQUEST Business Object (BO).
Performance issues in pages concerning sales representatives, offline to online synchronization efficiency, changing internet speed and its handshake to C4C are some of the issues which need to be watched.
Future Scope to enhance Business Processes:
Sensing the customer has to become inherent in the processes of Sales/Marketing. Hence social media data and other enriching input mechanisms enabled with AI (Artificial Intelligence) have to be fed into the processes of Sales/Marketing. Once sensing is able to comprehend the data it has to be shared with the processes of Sales/Marketing/Service for better execution & results.
Specific market products in CRM are very user friendly. Building reports is fun in one of the CRM products I used recently. Similar experience has to come in into C4C, to play the competition out.
C4C is a great product when we look at the breadth and length of CRM functionalities available in the same. Evolution of the product has to be fast enough to cater to the customer demands to make it the market leader.
Views are personal based on limited experience.
Author: Shrikant Panda