Today’s market is getting competitive every day with technological innovation. Every business needs to look into customer requirements and align its processes to match sales, marketing, and service business lines. Higher customer satisfaction is key to higher production and more revenues through referrals. Businesses can ensure they are on the right track by designing a clean, integrated solution that will help them achieve all objectives while meeting their customer needs.
SAP Cloud for Customer (C4C) is a cloud solution to enable business management of their sales, customer services, and marketing activities. It is part of the SAP solution that manger customer relationships.
SAP C4C focuses on three individual products:
- SAP Cloud for Sales
- SAP Cloud for Marketing
- SAP Cloud for Social Engagement
Furthermore, the critical objectives used in the SAP cloud for customers are:
- Business Processes
Why Use SAP C4C
Business scan leverage several benefits by applying C4C management in their business. Top advantages of using the management in managing customer relationships include:
- It is cheap in expenditure and operation maintenance
- Users are allowed to take licenses according to their needs and increase them when there is demand
- SAP C4C solutions fall under the vendor’s shoulder. Therefore, they cater to operational costs and maintenance.
- You can manage customer needs from anywhere using mobile devices. It also has seen later security provide by the cloud service.
- Users can access customer information regardless of availability or location of storage.
- The tool is based on the cloud of providing secure and fast communication through mobile, web, and supporting platforms iOS, Windows, and Android
Structure of SAP C4C
The SAP C4C comes with a prepacked integration for other SAP tools such as SAP ECC, CRM, and Outlook. It is made up of HTML5 UI, Silverlight UI. The tool is integrated to work on mobile Apps for IOS, Android platforms, and HANA for HANA Cloud integration HCI for ease of use.
It provides a multitenant architecture where solutions and components are shared over various customers. You can also choose to go for a single-tenant by paying additional costs for management. The multiple tenant environment offers updates and C4C custom solutions for various clients at a go.
SAP C4C solution is easily integrated with the SAP ERP and CRM to offer all on-premise solutions. The integration is possible in two ways:
- SAP process Integration PI/PO: you can use this integration when the business process is using on-premise systems for faster integration.
- SAP HANA Cloud Integration HCI is the best integration for a business looking to perform cloud-to-cloud integration.
Users can choose the integration of C4C with CRM on-premise solution to allow for:
- A level of customization required
- Determine functionality required on the cloud
- Master data governance rules in a company
- Organize sales structure
SAP C4C User Interface
The SAP C4C has two user interfaces to choose from when you want to integrate into your business. They are:
End-users of the SAP C4C use it. It is the lightest version and offers fast and easy access to different work centers suitable for end-users in the C4C environment.
The interface framework is based on HTML 5. All business user features and functions are available like in any HTML 5. The administrator’s features are only available in Silverlight, that other interface for C4C.
You can access the HTML 5-SAP C4C user interface on your browser by typing in the tenant URL. After you log on, you will be directed to the HTML 5-C4C user interface.
The C4C Silverlight is for Administrator use. To use it, you will install Microsoft Silverlight in the local system then access the features in your device. The default clients for the C4C environment in the HTML 5 and administrators will launch the Silverlight UI from the adaptation menu. It will offer access to help them configure relevant work centers in the Silverlight.
The Silverlight UI mode is found on the Adapt tab, then selecting Launch Microsoft Silverlight. After launching, it brings a new window for SAP C4C Silverlight Mode.
Work Centers on the SAP C4C
Administrators using the Silverlight mode can access multiple work centers and perform their configuration tasks with ease. These tasks are accessible with the features present on the interface.
The feed work centers provide upsets and events. Users can create, assign a ticket, and get leads, sales orders, and any other business process on a session.
The work center lets users create customer reports, design key features, improve design, and design all KPIs.
Application and User Management
The application and user management work center works effectively to create business users, distribute tasks, and other related business processes.
The work center allows users to achieve tasks such as implementing projects, downloading ad uploading code lists.
The work center majorly deals with creating and editing business partners in the group. They may include services agents and other related partners in any business.
The service entitlement work center allows the creating and editing all service labels (SLA) and other service categories.
The administrative management work center is responsible for creating and editing organizational structure, work distribution, and job definitions. It is also used got administrative processes with employee work distribution.
The customer work center offers users to view customer service in accounts, contacts. Furthermore, you will get information for individual customers, your target groups, and sales intelligence.
The people work center allows you to see people, delegates, legacy groups, and general business groups.
Administrators use marketing work centers to perform marketing activities such as creating and editing target groups, selling campaigns target groups, response options, marketing funds, lead scores, campaign file formats, and promotions.
The sales work centers allow for sales-related activities such as sales leads, leads, opportunities, sales quotes, sales orders, forecasts administrations, pipeline simulation, realignment run, target planning, and territories.
Users can perform further activities that relate to appointments, e-mails, tasks, and phone calls. Therefore you can make e-mail blasts, store events, in-store activities, messaging, and time entry activities.
The administrator can access all business reports from this work center.
The competitor work center offers features for maintaining information reading competitors and their products in the market. You get a real-time comparison with your relating products in the market.
The work center involves all activities relating to editing and viewing company products. Therefore, you can perform tasks such as product administration, products categories. Find price list, join the product list, registered products and warranties.
The library work center allows users to share knowledge-based articles across different platforms within the enterprise. Any article the administrator feels is helpful can be sent directly to other departments. You are allowed to share an article, document, or reference.
Service Control Center
The service control center allows users to view all orders as they occur in the SAP and place new orders if needed. They can also buy any new user license to ensure the orders are active as per the business requirements.
It is a crucial work center in the C4C environment. It is available for admin use only. It is used for customizing activities in the C4C as done in other work centers. Furthermore, it is available in the Silverlight view of the C4C system. The work center has various customization, including service and social, sales and marketing settings, mash-up service, user management, workflows, and approval processes.
Implementing and Scoping Projects in SAP C4C
There are various activities that users need to perform under the project implementation process. The key activities are:
You have to prepare the system before you set your project in motion. The preparation process includes the implementation and scoping of the C4C technique. It will help define migration strategies that you will use droning the transfer of data from on-premise to cloud systems.
Fine-tuning involves customizing the SAP ECC on-premise system to perform all setup and configuration according to the project’s scope. You will create users, business roles. And define all organization structure and management rules or effective processes.
Data Migration and Integration
Here, users need to perform manual selection and transfer of data using default templates provided in the cloud system. When integration is in scope, you will have to complete an initial data load from the on-premise source to the cloud system. However, the process is not complex with the availability of templates to use.
SAP C4C with Mobile Devices
SAP Cloud Customer uses native apps in mobile devices effectively. There are several various native apps for the C4C clod platforms that work without a hitch. Also, you vans use an app that offers you access to cloud solutions on any HTML browser using the client.
You set all connections using the system URL under settings. Then, enter the name and password aces your system on the go.
Equally important, SAP C4C offers various mash-ups to integrate application and online web services. The preconfigured mash-ups on C4C are:
- URL Mash-ups
- HTML Mash-ups
- Data Mash-ups
- Custom Mash-ups
Functions and benefits of the cloud for customer systems offer considerable benefits to companies. Use the fantastic SAP C4C to make your business reach its highest potentials.