Companies operate with an on-premise solution that holds master data, customer details, product information, and all pricing data from the business processes. There has to be a unified platform where they can retrieve the data when there is a need. Also, they need to get information from the SAP ECC system when they have other opportunities such as new sales orders or awards for higher sales.
Integration for SAP C4C is essential for several reasons. In this blog, we cover different integrations with SAP REM, CRM, and Outlook. Some of the top benefits companies enjoy from the integration processes with SAP C4C include:
- Offer an organizational-level solution that caters to all processes involving sales and marketing. Furthermore, businesses can also achieve better services in activities such as subsidiaries and sales offices.
- SAP Cloud solution offers a great customer user experience. Therefore, it boosts sales through an exemplary and straightforward interface for sales representatives who will provide unique back-end systems to support critical activities.
- Any enterprise with an extension in their CRM platform to plan for new users uses these integration processes.
- SAP CRM system works both on cloud and on-premise perfectly. The integration helps to switch easily to manage new activities on deployments and releases.
- Replacing existing cloud with SFA solution with SAP Cloud for Customer that will offer a higher achieving percentage.
There is standard integration from SAP for all scenarios when integrating with SAP ERP or SAP CRM. Furthermore, most companies enjoy using the integration with ERP and CRM since it is easy and common.
Integrating SAP C4C with IS-U
The focus on SAP Hybris Cloud for Customers is increasing, with many businesses integrating their on-premise systems. Many people who have seen top benefits are looking for possible ways to migrate to the cloud. It is critical for an enterprise to have a working CRM system that will enable fast retrieval of master data to keep business processes in check.
The first project to implement SAP C/4HANA (C4C) with on-prem IS-U shows that people enjoy using SAP’s SaaS offering for all companies with CRM.
Enterprises that look forward to boosting their customer experience use the CRM solution. It can facilitate impressive on-boarding of new customers, transfers of locations of service, and set up payment plans with ease. The CRM solution is a one-stop solution for all types of businesses. It is easy to integrate with back-end ERP that is referred to as the IS-U for utilities.
The integration offers the customer service representatives’ proper visibility into all price billing and service tickets to offer present solutions and future predictions. The service tickets work to record all past transactions and arrange them in order. All information that is passed from the customer to the sales representatives is captured on the service tickets. These records are used goer utility insight and show how customers are different to offer unique services that satisfy their needs effectively. There, utilities can continue offering services and communicate with customers without losing focus of their sales by providing particular services.
Utility transparency is key to increasing value in the long run. For instance, a move-in requires that the company provides many details on the customer, rate tariffs, imposed, and move-out before getting their existing customers. It is challenging to coordinate with non-integrated CRM. With C4C integrated with SAP ERP, the process is effortless with more automation to give you enough time to carry out other business activities.
Also, a customer may wish to be disconnected from non-payment. When you have a CSR using the SAP C/4HANA, and it shows the transaction on question was made on the same day, the customer power won’t be inadvertently shut off. Having all this information in real-time is a plus to utility and their sales representatives.
Furthermore, this visibility is challenging to achieve when using a non-integrated CRM solution system. These are only updated within a day of the transaction, leaving other essential data out. It also has very little information on the updates required. The real-time updates are critical in the business to provide the customer with the services they need and enhance CSR productivity.
C/4HANA offers an incredible way to form an interactive platform with customers catering for various mediums. The channel effective for such interaction to occur without a hitch is known as the omnichannel. It is effective for use with traditional computer telephony integration (CTI) and email. Texts and even standard social media networks like Facebook, Twitter, and Instagram. This integration takes part in forming solutions to retrieving and sending messages via one platform.
Therefore, users can intersect incoming emails through the C/4HANA with options to read and classify them accordingly. Also, they can automatically create serving tickets and assign them to individual agents to follow up on issues with customers. The agents also receive a complete view of the customers’ needs. They can access the account status and offer pre-determined actions scripted on the communication templates to respond quickly. Customers enjoy a reliable service that will cater to their services individually and fast.
Also, C/4HANA is used for service calls that are coming in or going on within an enterprise. Technicians in the field can update service calls from the service tickets created for each customer. They will ensure there are no service interruptions during the service on-site or at customers’ premises. It is also easy for the technicians to use mobile devices to charge time used in the services to create orders on the CSRs of the company.
SAP C/4HANA is provided through an out-of-the-box Fiori UI for all mobile devices. The features on this work for both on- and off-line when there is not enough WiFi or cell coverage. Therefore it has huge benefits when it comes to mobility and tracking activities on the go. It is an added advantage t businesses that want to keep data orderly without interruption in the network or system.
There are more features on the SAP C/4HANA that customer managers need to understand for easy workflow and customer servicing. The C4C uses HANA in-memory databases on the same application platform that caters to both OLTP and OLAP. This feature allows for the analysis of service tickets and utility responses to be part of the C/4HANA solution. It is complete with every feature for research, such as graphical representations and visualizations for managing data and reporting after the actual analysis.
Companies using the new C4C solutions don’t need to expert their data to any external sources to get analysis. Sending data to other warehouses increases the chances of losing valuable data, and the time it takes to move around from one database is another is long. Customers are not willing to wait longer for their services to be provided in total capacity. The data or C4C is right there with the user can form predictive analysis and provide valuable insights to make the business productivity higher. Customers also relish fast and reliable services to keep them coming back for the same services.
How to Integrate C4C with ERP
The cloud solutions offer two significant scenarios for integration with ERP.
- SAP NetWeaver Process Integrator
- SAP HANA Cloud Integration HCI
The SAP HANA Cloud Integration refers to the cloud middleware used for integration to take it to complete transformation. The cloud option is effective for customers who are not on the integrated middleware. Therefore, the integration middleware offers a platform to customize the integration and comes with new designs for any new integration scenarios.
How to Create Communication System in C4C
The steps shown here are used for the process of integration in SAP C4C. Communication arrangement setup is a stepwise process that you can manage from your administrator interface. Follow the link below to find the process.
The communication scenario offers you a set of inbound and outbound services for any business process. Inbound services include web services that users create according to their SAP or the object they want to focus their processes. Sometimes it may occur as a result of web services provided by SAP. Outbound services are all external web services that are already integrated into the solution. The communication scenario allows a customer to create a communication arrangement in the SAP cloud solution with these two scenarios. These arrangements are secure and are used to exchange business documents in real-time electronically.
SAP C4C Integration with Outlook
SAP C4C allows user to integrate their cloud solution with their email using Add-in found in Microsoft Outlook. The integration is beneficial in numerous ways, such as supporting sales, service and offer a unique communication platform for all marketing scenarios. The integration between the C4C and outlook works perfectly if there is a perfect scoping for implementing the projects.
Users can use the SAP C4C with Outlook when they already have the Add-in on their computer devices. The Add-in is available for free download, then set up the wizard to complete its application.
Follow the link below for a procedure on how to integrate the C4C with Microsoft outlook.
SAP C4C integration proves valuable insights for enterprises and service organizations. You will enjoy using them to optimize customers’ loyalty and customer retention without putting more support costs to increase efficiency. It is the perfect way to boost your customer interaction with ease.