Crm Middleware Overview

mySAP CRM Overview Presentation: CRM Middleware (Release 4.0)

Content

Introduction

Overview – mySAP CRM Middleware

CRM Middleware within mySAP CRM

Technical Capability Back End Integration

Technical Capability Groupware Integration

Technical Capability Mobile Client Synchronization

Technical Capability Cross-Component Monitoring

Technology

Conclusion

Content

Introduction

Technology

Conclusion

mySAP CRM Release Roadmap 2002 / 2003 mySAP CRM 3.x mySAP CRM 4.0

Complete operational multi-channel CRM

Support of Connected customer-centric end-to-end processes across the mySAP.com e-Business platform

Leading CRM Analytics

People-Centric CRM - Ease of use through preconfigured roles for Employees, Customers, Partners

Leading Edge scenarios for numerous Industries

Industry-specific People-Centric Roles

Enhanced CRM Core Functionality for Marketing, Sales, Service and Analytics

Interaction Center Web Client

Collaborative Channel Management scenario

Industry-specific Processes

Customer Centric E-Business with mySAP CRM The Solution is Complete Rich F unctionality and Supporting Capabilities

Multi Channel Customer Interactions with mySAP CRM

Seamless Back End Integration

Groupware Integration

Mobile Client Synchronization

System Landscape Data Integrity

CRM Middleware mySAP CRM Technology and Architecture Drives mySAP CRM as the Most Advanced CRM Solution in the Market

Content

Introduction

Technology

Conclusion

Challenges in CRM Middleware

Challenge I

Integration into existing system landscapes

Data exchange with different R/3 Releases and non-SAP systems

Initial Loads (high data volumes) and Delta Loads (real-time)

Challenge II

Integration with Groupware solutions

Challenge III

Mobile Client synchronization

Fast deployment of Mobile Clients

Challenge IV

Data Integrity Management for the components of the system landscape

Business Value of mySAP CRM – CRM Middleware

Built-in integration of mySAP CRM with all SAP R/3 releases guarantees investment protection

Ready-to-run Groupware integration provides Groupware users with CRM data

Powerful synchronization services for large mobile sales forces

Data integrity management guarantees high data quality

Proactive cross-component monitoring reduces the Total Cost of Ownership (TCO)

Analyst and Customer Quotes “ For complete e-business integration , the front office must coordinate with back-office business functions, such as finance, operations, supply chain, logistics, and human resources. Furthermore, the enterprise must link to external partners, suppliers, and distributors.” (Meta Group, 3/2001) “ ” “ META Group estimates that integration costs account for nearly 60% of an average CRM project’s overall cost.” (Meta Group, 2/2001) “ ”

Content

Introduction

Technology

Conclusion

mySAP CRM – CRM Middleware Offerings I

Technical Capability I – Back End Integration

Deep integration with Back End systems for pricing calculations and order execution

Build-in integration with R/3 Back End systems (R/3 releases 3.1i – Enterprise)

XML / SOAP interface for non-SAP systems

Technical Capability II – Groupware Integration

Message-based integration with Groupware server (MS Exchange, Lotus Domino)

Bi-directional data exchange of contacts, activities and tasks

Full integration with the workforce management application

mySAP CRM – CRM Middleware Offerings II

Technical Capability III – Mobile Client Synchronization

Publish-subscribe concept

Realignment and object dependencies

Fast deployment of Mobile Clients

Technical Capability IV – Cross-Component Monitoring

Monitor entire business processes across system boundaries

Centralized proactive monitoring

Full Computer Center Management System (CCMS) integration

Sophisticated cross-component data integrity management

Content

Introduction

Technology

Conclusion

Back End Integration 2 2 2 1 R/3 Back End Interaction Center Customer Non-SAP ERP System E-Selling / E-Service Real-time Back End Integration

Back End Integration – Features

Built-in integration with all major SAP R/3 releases

Openness through XML / SOAP interfaces for non-SAP systems

Highly scalable Initial Load optimized for high data volumes

Event-triggered Delta Load optimized for real-time data exchange

Full Unicode support, for example, multiple languages may be used simultaneously

Back End Integration – Benefits

Built-in R/3 Back End integration reduces implementation costs

Deep integration enables demanding business processes spanning multiple systems

SAP CRM can be plugged into existing EAI landscapes

CRM server and R/3 Back End may be upgraded independently

Content

Introduction

Technology

Conclusion

Groupware Solutions – Overview

Groupware Solutions

Groupware is a technology designed to facilitate the work of groups. This technology may be used to communicate, cooperate, coordinate, ...

Groupware Functionality

E-mail

Group calendaring and scheduling

Group contact and task management

Document sharing

...

Groupware Integration

CRM Scenarios

CRM Activity Management  Tasks and Appointments in GW

CRM Business Partners / Accounts  Contacts in GW

Synchronization

Between SAP CRM and Groupware

Groupware Clients Online & Offline Groupware Server SAP CRM Server

Groupware Integration – Features

Real-time data exchange between CRM applications and the Groupware server

Support of MS Exchange 2000 and Lotus Domino 5.0X

CRM Business Partner / Accounts are visible as contacts within the Groupware Solution

CRM Activities are represented as tasks or appointments in the Groupware Solution

Groupware Integration – Benefits

Groupware solutions are used in almost every company

Integration between CRM and the Groupware server is transparent to the users

Real-time data exchange

Access CRM data from the Groupware client, for example, MS Outlook or Lotus Notes, on different devices, for example, PC, Laptop or PDA

Users are familiar with Groupware clients

Content

Introduction

Technology

Conclusion

Mobile Client Synchronization Customer Germany Germany 1 United States Contact Center 2 Call Sales Rep. 2 United States Germany Sales Rep. 1 3 United States 4 4 A realignment process for Mobile Clients

Mobile Client Synchronization – Features

Replication via publications / subscriptions

Filtered und unfiltered replication

Realignment

Automatic realignment

Scheduled realignment

Support of dependencies between objects

Backup and recovery of mobile clients

Fast deployment of laptops

Mobile Client Synchronization – Benefits

Mobile users just get the data that they really need

Fast data synchronization for mobile users

Temporary assignment of one or more replacements

Fast deployment of the mySAP Field Sales solution

Content

Introduction

Technology

Conclusion

Cross-Component Administration and Monitoring

Centralized Administration using Administration Console

Object Types

Subscriptions

Sites

Employees

Organizations

Automated Administration

Generation of subscriptions

Generation of sites

Benefit: Reduced total cost of ownership

Cross-Component Administration and Monitoring

Centralized Monitoring via the Monitoring Cockpit

Proactive Infrastructure Monitoring

Generation information

Runtime information

System settings

Performance statistics

Background jobs

Error Notification

Queues

Physical connections

Laptop data sync

Integrated Alert Monitoring

Benefit: Reduced total cost of ownership

Data Integrity Management – Features

Framework to compare and resynchronize databases by business objects

Compare of business objects

Object instance level compare

Field level compare

Synchronization

Load of missing objects

Request “out-of-sync” objects

CRM Server Re-synchronize SAP R/3 Back End Compare Non-SAP Back End (not in standard, enhanceable)

Cross-Component Management – Features

Centralized overall system landscape monitoring with Monitoring Cockpit

Centralized replication administration with Administration Console

Cross-component data consistency with Data Integrity Manager

Alert monitoring with full integration into the Computer Center Management System (CCMS)

Cross-Component Management – Benefits

Centralized administration and monitoring of the system landscape

Proactive monitoring

Low Total Cost of Ownership (TCO)

Content

Introduction

Technology

Conclusion

Architecture – mySAP CRM Architectural Layers CRM Middleware / Exchange Infrastructure / Mobile Client Synchronization Online Clients Portal CRM BW R/3 Mobile Presentation Client Presentation Layer Application & Database Layer Synchronization & Messaging Layer ... Mobile CRM Applications Mobile Client

Architecture – CRM Server

The CRM Middleware

Is an integral part of the CRM Server

Is the message hub

Requires

No extra software

No extra installation

No extra server

Benefit:

Reduced integration

costs

CRM Server SAP Web Application Server CRM Middleware CRM Server Applications

Interaction Center

Internet Sales

Marketing Planning

Campaign Mgmt.

...

CRM Adapter (Validation Service) External Interface Adapter Groupware Adapter R/3 Adapter Mobile Client Adapter BW Adapter CRM Database

Content

Introduction

Technology

Conclusion

mySAP CRM - Customers By IBS

SAP CRM Customer Statistics Source: CMI, January 8, 2002 For actual information please visit SAPNet Alias: /CIN Retail 6% not assigned 1% Public Services 5% Financial Services 2% Service Industries 26% Process Industries 18% Discrete Industries 26% Consumer Products 16%

mySAP CRM Customer-Centric E-Business for Today’s Enterprise

mySAP Business Suite The Solution for the Extended Enterprise SAP NetWeaver Business Platform SCM PLM SRM CRM Human Capital Mgmt Admin. & Operations Financial Mgmt Engineering Partner Supplier Supply Chain Partner Customer Customer Relationship Management Supply Chain Collaboration Supplier Relationship Management Engineering Collaboration

Quotations

Model for most rugged architecture:

SAP

(Gartner, March 2002)

...and more than 1500 customers

“ ”

Contact & Further Information  

SAP Internal

SAPNet : CRM-MW-INTERNAL

Further info : SOD

SAP External

SAP Public Web : /CRM-TECH  Business Integration  Integration Technology  Integration Broker

SAP Service Marketplace :

/CRM  Solution Overview and Details  Architecture and Technology  Business Integration  Integration Technology  Integration Broker

http://help.sap.com

Further info : Development News

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft ® , WINDOWS ® , NT ® , EXCEL ® , Word ® , PowerPoint ® and SQL Server ® are registered trademarks of Microsoft Corporation.

IBM ® , DB2 ® , DB2 Universal Database, OS/2 ® , Parallel Sysplex ® , MVS/ESA, AIX ® , S/390 ® , AS/400 ® , OS/390 ® , OS/400 ® , iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere ® , Netfinity ® , Tivoli ® , Informix and Informix ® Dynamic Server TM are trademarks of IBM Corporation in USA and/or other countries.

ORACLE ® is a registered trademark of ORACLE Corporation.

UNIX ® , X/Open ® , OSF/1 ® , and Motif ® are registered trademarks of the Open Group.

Citrix ® , the Citrix logo, ICA ® , Program Neighborhood ® , MetaFrame ® , WinFrame ® , VideoFrame ® , MultiWin ® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.

HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C ® , World Wide Web Consortium, Massachusetts Institute of Technology.

JAVA ® is a registered trademark of Sun Microsystems, Inc.

JAVASCRIPT ® is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One.

SAP, R/3, mySAP, mySAP.com, xApps, xApp and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies.