SnapEngage integration with SAP Business ByDesign

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Live Chat solution SnapEngage now integrates with SAP Business ByDesign. The chats can automatically create leads or service requests in ByDesign.

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SnapEngage integration with SAP Business ByDesign

  1. 1. SnapEngage/ByDesign integrationA Google App Engine showcaseJerome Breche, CEO SnapEngageChristian Happel, Director Product Management SAP Business ByDesignFebruary 2012
  2. 2. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 2
  3. 3. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 3
  4. 4. SAP’s Cloud Offerings Companies Departments/LoB People SAP SAP Business SAP Sales SAP Travel BusinessObjects BI ByDesign OnDemand OnDemand OnDemand SAP SAP Sourcing SAP Service SAP Business ByDesign OnDemand OnDemand Streamwork for subsidiaries SAP Carbon SAP Crossgate Impact OnDemand© 2011 SAP AG. All rights reserved. Confidential 4
  5. 5. SAP Business ByDesign© 2011 SAP AG. All rights reserved. Confidential 5
  6. 6. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 6
  7. 7. What’s on the SAP Storestore.sap.com/public© 2011 SAP AG. All rights reserved. Confidential 7
  8. 8. Instant access via SAP Storestore.sap.com/public Ordering/ Order InstantSolution Catalog eContracting Confirmation Deployment SAP Store Customer Tenant© 2011 SAP AG. All rights reserved. Confidential 8
  9. 9. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 9
  10. 10. Engage with your websitevisitors and turn them intocustomers.Who’s using it?
  11. 11. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 11
  12. 12. Scenario Demo Flow Customer Support Rep SnapEngage ByDesign Chat initiated on Facebook page or website Respond on Chat Google Talk chat client Trigger lead Lead automatically generation in created ByDesign Follow-up with opportunity, sales order, invoice, Replicated email payment© 2011 SAP AG. All rights reserved. Confidential 12
  13. 13. Scenario Demo
  14. 14. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 14
  15. 15. Future Plans for SnapEngage – SAP Joint Offerings Wave 3 Wave 2 Available  Add integration with  Browser based chat Service Requests in  SnapEngage available client for operator ByDesign on SAP Store  SnapEngage integrated  Make integration  CRM integration with additional SAP configurable with (leads) with ByDesign cloud solutions ByDesign  Chat agent mapping to SAP users  Custom data mapping© 2011 SAP AG. All rights reserved. Confidential 15
  16. 16. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 16
  17. 17. Extending Business ByDesign SAP Business ByDesign Mashups - UI integrations - Hosted at partner Add-Ons - E.g. Google Maps - native - built with ByDesign SDK - Run at SAP servers - E.g. Service Planning Table Integrations - Backend integrations - Defined interfaces - Open to any platform - E.g. SnapEngage© 2011 SAP AG. All rights reserved. Confidential 17
  18. 18. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 18
  19. 19. Google App Engine PaaS (Platform as a Service)• Runtime • Services – Java – Memcache – Python – Task queues – Go – Scheduled tasks – URL fetch – Image manipulation• Data storage – Mail – NoSQL object Datastore – Multiteancy – Google Cloud SQL – Search – Google Cloud Storage – Etc…
  20. 20. Why Google App Engine?- Focus on what is important: our customers- High availability- Scales automatically- Cost effective
  21. 21. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 21
  22. 22. Integration Project - DetailsVisitor UI Agent UI Backend Web Service End of chat + End of chat + Request contact auto-creation auto-creation information or Provide customer Cust. info and fact Send lead exists sheet url creation request no Send Lead creation request for fall-back cust. Send Lead Create Lead creation request Save Lead id for future reference
  23. 23. AgendaCustomer Perspective SAP Cloud & Business ByDesign Customer buying experience via SAP Store SnapEngage - Product Overview SnapEngage Integration Demo Future PlansDeveloper Perspective Extending ByDesign: Native SDK vs. open interfaces Why SnapEngage chose the Google App Engine Technical Implementation Development example© 2011 SAP AG. All rights reserved. Confidential 23
  24. 24. Technical Demo
  25. 25. Code ExampleBydesignServiceConfigurator config = newBydesignServiceConfigurator(decrypt(authorizationToken), "https://" + systemName + ".sapbydesign.com");LeadService sapService = new LeadService(config);Lead lead = sapService.createLead( Name, QualificationLevelCode.COLD, LeadGroupCode.SERVICE, LeadOriginTypeCode.EXTERNAL_PARTNER, employeeId, leadAccountId, leadText);
  26. 26. Thank You!@SnapEngage@happel

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