Your logo
CRM on HANA makes presales fly
Luc Boodts
Competence Lead BI, HANA
1
Ingeborg Buyle
Project Manager
SAPience.be ...
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
Expertum
History
• Founded in April 2006 by 2 ex-SAP BeLux employees
• Partnerships
Today
• Team of 55+ SAP Experts and Pr...
Expertum Competence Areas
Focus BI + HANA team
• Business Warehousing
Strategy
• BI/BW modeling
• BO reporting & dashboard...
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
CRM challenges
Since 6 years our customer is deploying a broad SAP CRM
scope cross different countries.
Pre-sales function...
CRM challenges
Current SAP CRM system, even after different code optimization
efforts, still faces important performances ...
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
Short term POC Objectives
Confirm, fact based, the following:
• Improved performance of specific SAP CRM processes:
• Real...
Quantitative outcomes of the
Proof of Concept
HANA installation effort
Upgrade effort: actuals
• IT staff
• External
• Bus...
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
Project Approach
Copy of CRP environment => CRX (ABAP Stack only)
Upgrade CRX to CRM 7.0 EHP3 and NW 7.4 => baseline
Migra...
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
Test Scenario’s
Pre-Sales:
• Search and copy of quotations
• Search of accounts, customer factsheet, project lead factshee...
Summary of test results
Overall E2E Quotation process at least 2x faster
Search functionality, up to 15x faster
- Fundamen...
Results: Search
functionality
105
100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
5
AS IS Run time error 51,91 s...
Results w/o search:
Complete Process Quotation
Search
quotation
Create
output
Copy
quotation
Add items
(till 20)
Save
quot...
Results w search: Complete
Process Quotation
Search
quotation
Create
output
Copy
quotation
Add items
(till 20)
Save
quotat...
What is HANA Live ?
Pre-delivered HANA Views for SAP Content
Consumable with BI Tools and other UI’s
Flexible reporting
Re...
Classic
DB
SAP BW
SAP
CRM
SoH : Simplification - TCO
21
BI Reporting
SAP Tables
Multiprovider
Bex Query
DataSource
HANA
DB...
HANA Live Reporting
Consume HANA (Live) with different tools
22
HANA Live Reporting
DEMO
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project ...
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
Productivity gains due to
increased performance
Pre-sales
75% of the quotes start from a search*
Search goes 15x faster
Re...
Productivity gains due to
increased performance
Services
Interaction Center
IC-Manager
Incoming call
Account search
Accept...
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
Real time reporting on
HANA
Immediate Benefits :
• On the fly, one source of truth, real time information
• During sales m...
CRM Interactive Reporting…
…based on SAP HANA Live
Enables CRM users to define & deploy high performance embedded reports ...
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
SAP Fiori role-based
experience for top tasks
Today
Functional-based applications
SAP Fiori Design
Role-based applications...
User Experience powered by
SAP Fiori apps
Transactional
Task-based access
Access tasks to create,
change, approve processe...
SAP Fiori for Sales
Simulate Sales Pipeline
Smart Business for Sales Performance Management
…seamless
Meeting the multi-device expectations of
business users today
Color-coded
KPIs and graphical
visualization
Mobil...
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
Optimize target groups for
omni-channel campaigns
A unified solution that brings all these pieces together
Social Contact
...
Thank you!
SAPience.be User Day ‘14 45
Luc Boodts
Competence Lead BI, HANA
Expertum
+32 477 89 18 67
Luc.boodts@expertum.n...
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Sapience be-user-day-14-crm-on-hana-makes-pre-sales-fly-v20140320

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Our customer has been using a broad CRM scope across different countries for more than 6 years. Today, CRM performance has become a real issue. To address these issues and allow the true value of SAP CRM to deliver, Expertum has developed for our customer a Proof of Concept (POC) for CRM on HANA.

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Sapience be-user-day-14-crm-on-hana-makes-pre-sales-fly-v20140320

  1. 1. Your logo CRM on HANA makes presales fly Luc Boodts Competence Lead BI, HANA 1 Ingeborg Buyle Project Manager SAPience.be User Day ‘14
  2. 2. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 2
  3. 3. Expertum History • Founded in April 2006 by 2 ex-SAP BeLux employees • Partnerships Today • Team of 55+ SAP Experts and Project Managers Mission • Exceed client expectations by providing top-quality expertise • Provide our people a safe environment for personal and professional growth Strenght • Highly skilled & experienced SAP consultants in all SAP areas, combined with a wide industry knowledge in several domains SAPience.be TECHday’13 3
  4. 4. Expertum Competence Areas Focus BI + HANA team • Business Warehousing Strategy • BI/BW modeling • BO reporting & dashboard development • HANA stragey & implementation SAPience.be TECHday’13 4 Knowledge Management - Product & Service Development
  5. 5. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 5
  6. 6. CRM challenges Since 6 years our customer is deploying a broad SAP CRM scope cross different countries. Pre-sales functionality, being the most mature and frequently implemented solution, is complemented with limited Marketing & Service Management functionality. • Pre-Sales: Lead, Opportunity (including BW reporting), Quotation, Activity, Account & Contact Management • Services: CIC, Warranty, Complaint & Inst. Base Management • Marketing: Campaign & List Management • Ongoing projects & future releases: Complex solution including Quote to Sales Order integration, Lead Management, Marketing extensions, enhanced Pipe-Line Reporting (BW), enhanced Field Service Management (including Service Notifications & Contracts,… )… SAPience.be User Day ‘14 6
  7. 7. CRM challenges Current SAP CRM system, even after different code optimization efforts, still faces important performances issues on some key critical business transactions such as: • Complex quotation (+100 lines), creation, consultation, simulation including pricing • Complex flexible open inquiries using wild cards on the different implemented objects • CIC Account & Inst. Base retrieval Therefore our customer is considering putting CRM on HANA with 2 main purposes: • Improve the CRM performance (within the AS-IS usage) • Discover new business scenario that will become feasible (e.g. Reporting, no need for BW anymore) Since this is an IT strategic decision, our customer first invests in a POC (Proof of Concept) to verify the gain and the cost of a migration towards CRM on HANA. SAPience.be User Day ‘14 7
  8. 8. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 8
  9. 9. Short term POC Objectives Confirm, fact based, the following: • Improved performance of specific SAP CRM processes: • Real time insights on complex quotations • No latency in reporting on leads, activities, quotations,… • 100% Full Search Flexibility: consistent search performance, irrespective of search attributes (including wildcards) and complexity for transactional and master data • Performance gain for particular selected highly used & high value adding our customer SAP CRM processes including relevant complex custom code • Exploration of the HANA Live delivered models SAPience.be User Day ‘14 9
  10. 10. Quantitative outcomes of the Proof of Concept HANA installation effort Upgrade effort: actuals • IT staff • External • Business 5 Scenario’s: before/ after response time
  11. 11. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 11
  12. 12. Project Approach Copy of CRP environment => CRX (ABAP Stack only) Upgrade CRX to CRM 7.0 EHP3 and NW 7.4 => baseline Migrate CRX to HANA Test CRX on HANA • 5 CRM scenarios: Top 5 performance issues • Pre-sales (3) • Services (2) • Backup and restore test Installation HANA Live Content & Browser for SAP CRM Explore and analyze standard delivered HANA Live CRM content and assess fit with current CRM BW cubes SAPience.be User Day ‘14 12 SAP CRM 7.0 (EHP2) Traditional DB SAP CRM 7.0 (EHP3) Traditional DB SAP CRM 7.0 (EHP3) SAP HANA DB 1 2
  13. 13. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 13
  14. 14. Test Scenario’s Pre-Sales: • Search and copy of quotations • Search of accounts, customer factsheet, project lead factsheet • Create Quotation Lead - Quotation, search products Services: • Search warranty claim & escalation to a higher level of authority. • Extension of a Help-Desk ticket with a large history
  15. 15. Summary of test results Overall E2E Quotation process at least 2x faster Search functionality, up to 15x faster - Fundamental reduction of process time = efficiency increase - Eliminates users’ frustration as 75% of all CRM processes start with a system search Copying and saving quotations - No significant improvements noticeable
  16. 16. Results: Search functionality 105 100 95 90 85 80 75 70 65 60 55 50 45 40 35 30 25 20 15 10 5 AS IS Run time error 51,91 s 13,57 s 99 s HANA 5,05 s 3,55 s 1,17 s 34 s Gain 15 x 12 x 3 x Domain Pre-sales Pre-sales Pre-sales Services Task search quotation using 2 parameters search quotation using 2 parameters search sold-To party using 2 parameters look for manual claims -48,36s -93% -12,4s -91% -65s -66%
  17. 17. Results w/o search: Complete Process Quotation Search quotation Create output Copy quotation Add items (till 20) Save quotation Error 5,05 12,74 3,56 11,66 7,69 9,96 7,3 11,66 5,31 + +++ = 46,02 Oracle DB response time = 23,86 HANA DB response time AS IS HANA GAIN: 1. Search functionality works efficiently 2. E2E process 2x faster on HANA
  18. 18. Results w search: Complete Process Quotation Search quotation Create output Copy quotation Add items (till 20) Save quotation 51,91 3,55 12,74 3,56 11,66 7,69 9,96 7,3 11,66 5,31 + +++ = 97,93 Oracle DB response time = 27,41 HANA DB response time Search successful AS IS HANA GAIN: 1. Search functionality works efficiently 2. E2E process 3,5x faster on HANA
  19. 19. What is HANA Live ? Pre-delivered HANA Views for SAP Content Consumable with BI Tools and other UI’s Flexible reporting Reporting on ALL available data Cross domain reporting Quick Start and customizable 20
  20. 20. Classic DB SAP BW SAP CRM SoH : Simplification - TCO 21 BI Reporting SAP Tables Multiprovider Bex Query DataSource HANA DBSAP Tables HANA Live Views SAP CRM BI Reporting
  21. 21. HANA Live Reporting Consume HANA (Live) with different tools 22
  22. 22. HANA Live Reporting DEMO
  23. 23. Agenda Partner introduction: Expertum Customer Challenges: CRM performance Solution: Proof of Concept CRM on HANA Project approach Results Value CRM on HANA SAPience.be User Day ‘14 25
  24. 24. Value CRM on HANA Now • Performance • Real time reporting Future • User experience • Platform for innovation
  25. 25. Productivity gains due to increased performance Pre-sales 75% of the quotes start from a search* Search goes 15x faster Resulting in the following Qualitative benefits • Employee satisfaction • Operational efficiency • Improved customer experience • User adoption
  26. 26. Productivity gains due to increased performance Services Interaction Center IC-Manager Incoming call Account search Accept call Search for: Ibase; Iobject Search for: Products Search for: Order Transactions Call Center Analytics Manager Work Distribution Dashboard Call close Call Resolution Customer Information Search Search: Knowledge Base … and with Suite on HANA Additonal Benefits:  Accelerated searches  IC Work Distribution Dashboard  Enrich with outside data, including unstructured
  27. 27. Value CRM on HANA Now • Performance • Real time reporting Future • User experience • Platform for innovation
  28. 28. Real time reporting on HANA Immediate Benefits : • On the fly, one source of truth, real time information • During sales meetings, ad hoc reporting on most up to date data, no more grey zones • Reporting on ALL available data • Increase user adoption by having the right data at the right time • Embedded self-service consumption of CRM Analytics without BI or Business Objects
  29. 29. CRM Interactive Reporting… …based on SAP HANA Live Enables CRM users to define & deploy high performance embedded reports without need for additional tools, consultants or IT support. 1. Report creation & sharing 2. Report consumption & personalization 3. Advanced analysis in Excel, SAP Visual Intelligence etc. Embedded Self-Service Analytics - optimized for high data volume
  30. 30. Value CRM on HANA Now • Performance • Real time reporting Future • User experience • Platform for innovation
  31. 31. SAP Fiori role-based experience for top tasks Today Functional-based applications SAP Fiori Design Role-based applications One entry point for the user and UX following common d esign directions Multiple entry points for the user and inconsistent user ex perience (e.g. ERP vs. CRM) One transaction for multiple roles exposing all data & f unctions to all users Decomposed apps for each role exposing only relev ant data & functions
  32. 32. User Experience powered by SAP Fiori apps Transactional Task-based access Access tasks to create, change, approve processes with guided navigation Analytical Insights Get a visual overview of a complex topic for monitoring or tracking purposes SAP Smart Business Insight to action cockpit Analyze and evaluate strategic or operational KPIs in real time and trigger the right action Factsheets Search and explore View essential information about an object with contextual navigation between related objects Runs on: Runs on:
  33. 33. SAP Fiori for Sales Simulate Sales Pipeline Smart Business for Sales Performance Management
  34. 34. …seamless Meeting the multi-device expectations of business users today Color-coded KPIs and graphical visualization Mobile ready for on-the-go decision making Embedded SAP jam for easier collaboration Simplified tile design and drag & drop capabilities © 2014 SAP AG or an SAP affiliate company. All rights reserved.
  35. 35. Value CRM on HANA Now • Performance • Real time reporting Future • User experience • Platform for innovation
  36. 36. Optimize target groups for omni-channel campaigns A unified solution that brings all these pieces together Social Contact Intelligence Understand and reach out to the right people Customer Value Intelligence Invest in the right customers Audience Discovery & Targeting
  37. 37. Thank you! SAPience.be User Day ‘14 45 Luc Boodts Competence Lead BI, HANA Expertum +32 477 89 18 67 Luc.boodts@expertum.net www.expertum.net Ingeborg Buyle Project Manager Expertum +32 473 91 03 02 Ingeborg.buyle@expertum.net www.expertum.net

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