SAP C/4HANA Webcast Summary

What is C/4HANA?  For those of us who couldn’t make it to the sessions at SAPPHIRE, the SAP User Group is providing several webcasts on this topic.

Recording link https://sap.emea.pgiconnect.com/p19epnzdr6e/

Source: SAP

First slide

Source: SAP

The standard legal disclaimer slide, that anything in the future is subject to change.

Source: SAP

Agenda for the webcast

Figure 4 – Source: SAP
“changing the game of machine learning”

Why C/4HANA?

Figure 5 – Source: SAP
Customer is the central force for digital disruption
Omni channel is the big challenge (not multi-channel?)

Figure 6: Source: SAP
5 trends
customers are digitized
B2B2C to understand the customer
Trust is human currency

Figure 7: Source: SAP
5 different clouds
SAP Customer Data Cloud is not required
Using SAP Analytics Cloud

Figure 8: Source: SAP
New solution
covering demand chain

Covers back office S/4HANA “supply chain”

Figure 9: Source: SAP
Fiori 3.0 for C/4HANA suite
Unified view of the customer
Extension factory C/4HANA available later this year

Figure 10: Source: SAP
5 clouds
Sales cloud – sales force automation, complemented by Callidus
Service Cloud – complemented by Customer Engagement Center and Core systems (acquisition in field service)
Customer Data Cloud – complemented by Gigya solutions

Figure 11: Source: SAP
CRM is supported through 12/31/2025
Transform CRM over time
Introduced CRM S/4HANA for customer management
2 systems to 1
1 database for customers, products, easier to maintain

Figure 12: Source: SAP
Front office is demand chain
Back office is supply

Figure 13: Source: SAP

autonomous marketing

Figure 14: Source: SAP

Figure 15: Source: SAP
Service -3 flavors of service

Self-service – customers help themselves
Add chat bots at the beginning

Contact/call center – SAP Cloud for Service + SAP Engagement Center for high volume

Field services (core systems)

Figure 16: Source: SAP
SAP Customer Engagement System
Powered by SCP
New workplace for high contact

Figure 17: Source: SAP
Plan field service techs in an offline and online and time tech took to repair/service
Coresystems (before acquisition) were lead in this area

Figure 18: Source: SAP
Build chatbots in 5 minutes

Figure 19: Source: SAP
AI/ML slides
Leverage SCP to build how commerce, marketing, sales & service will be in the future

Figure 20: Source: SAP

Figure 21: Source: SAP
Compare CRM with future portfolio

Figure 22: Source: SAP
Sample journey

Note: I could not locate any C/4HANA tags, so, I went with my default.