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The Integrated Family

Almost everybody who is born and brought up in India is used to or aware of the concept of a joint family. As per Wikipedia, A joint family is an extended family arrangement prevalent throughout the Indian subcontinent, particularly in India, consisting of many generations living in the same household, all bound by the common relationships. Different relationships are addressed via different names. The nature of relationship also varies. Relations can be of equivalence or mutual respect.

I tend to derive parallels between the world of information systems and the society that we live in. It really intrigues me how software applications behave in a system landscape so much like the people do in the society bound by certain rules and protocols working together for a common goal.

More of my thoughts are in favor of a joint family than against. There is more value and harmony when people collaborate in a joint family. The resources get utilized in a more optimized way, there is more productivity, performance and management of family is smooth.

If you give it a deep thought, the key is INTEGRATION!! In today’s world it won’t be out of context to call a joint family an “Integrated Family”.

Similarly, in a systems scenario, when the key capabilities of various existing systems come together it creates great value.

Today more and more businesses are going for cloud solutions because of the unmatched advantages and scalability they offer. And one of the best options to derive the most value out of cloud solutions is the leverage the robust and proven key functionalities from the already existing system making it a hybrid system. Not only does it lead to greater system capability but it also is in alignment with the user expectation of a seamless user experience.

There is no denying the fact that Customer is the focal point of any CRM solution and providing a seamless experience to the customer by providing appropriate and timely support ensures that our customers are satisfied and content with the service. This induces and enhances the loyal behavior.

Similar to the Joint “Integrated” Family the key here is INTEGRATION. Integrating our cloud solution to the existing solutions helps us provide better customer experience and enhance the customer satisfaction level.

This blog will discuss about Integration capabilities between SAP C4C and SAP Commerce and how it helps us create a win-win situation for our customers and businesses.

 

Business Perspective:

Below are the main elements when it comes to integration between SAP Service Cloud and SAP Commerce.

  • Customer Data
    • Data hub is leveraged here which facilitates the replication Customer Profiles as well as Address data from SAP Commerce to SAP Cloud for Customer System
  • Customer Tickets
    • This component is very vital as it provides the control to the customer over their Service Tickets. Customers basically are logged in the SAP Commerce Storefront and from there they can directly access SAP C4C and not only view and update but can also create new tickets.
  • Seamless Access through SSO
    • This empowers the Service Agents to gain access to SAP Commerce Storefront directly from SAP C4C without a need to re-login. This uses SAP Cloud Identity Service using which the Service Agent gains access to Assisted Service Module and Storefront through Single Sign On.
  • Interactive Service on-behalf
    • This enables the Support Agents in C4C to act on behalf of the customer by logging into Storefront from C4C and deliver interactive support to the customer. Both, Sale and Service functions can leverage the integration.

 

 

Customer Perspective:

When we talk about a Win-Win scenario we need to ensure that the system extends its benefits on both sides. Let’s now take a look at a few highlights from the customer angle.

  • Email to Service Request
    • In the integrated scenarios when a SAP Commerce customer sends a query on email, a Service Request is automatically created in SAP C4C.
  • Help-desk Request to Service Request
    • For every single customer help request in Storefront a Service Request in SAP C4C gets created.
  • Social to Service Request
    • Social media messages (Facebook, Twitter, LinkedIn etc.) get routed to SAP C4C as Service Requests
  • Direct Call Routing
    • When a SAP Commerce Customer calls up the service centers the call is directly routed to the service agent in SAP C4C and the service agent can view the customer details too.

 

There can be a variety of business use cases for the above scenarios. These scenarios derive their value from the Integration capabilities of SAP C4C with SAP Commerce. The power of integration is growing more and more with the new age application suites like SAP C4/HANA.

Hope you enjoyed reading this blog and find it useful in your business/customer processes. Please do provide your valuable feedback or questions, if any.

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