SAP Cloud for Customer (SAP C4C) is a software as a service platform for sales and service composed of SAP Cloud for Sales and SAP Cloud for Service. SAP C4C runs on the SAP HANA Cloud Platform and can be used across many industries for managing sales and service processes. Example sales processes described include those for laptops, bank accounts, and insurance policies. Service processes focus on improving customer satisfaction through service level agreements and involve defining service delivery processes, ticket management, and customer interactions. The training expects attendees to understand sales processes, demonstrate products to customers, customize applications, integrate systems, and deploy projects at customer sites.

1. SAP C4C
TRAINING

2. INTRODUCTION
SAP Cloud for Customer (SAP C4C) is a software as a service
(SaaS) platform for sales and service. The platform is composed of
SAP Cloud for Sales and SAP Cloud for Service, which are
marketed as separate entities by SAP. SAP Cloud for Customer
runs on the SAP HANA Cloud Platform (HCP)

3. Types Of Industries:
• Fisheries
• Chemical
• Poultry
• Wholesale and Retail
• Mine and Minerals
• Automobile
• Engineering machinery
• Sugar and Confectionery
• Fertilizers
• Aviation
• Railways
• Transportation
• E-Commerce
• Gem and jewelry
• Export and import
• Insurance
• Banking
• Education and Training
• Tourism
• Food
• Cosmetic
• Telecommunication
• Clothes and Apparel
• Oil and Gas
• Construction
• IT Industry
• Footwear
• Paint
• Bollywood
• Hollywood
• Hospitality
• Media
• IT Services
• Banking
• Pharmaceuticals
• Agro Products
• Steel
• Real Estate

4. Sales Process
• A sales process is a systematic, repeatable series of steps that map out and track
interaction with prospects from their first point of engagement with your business through to
a close.
Example1: Sales Process for a Laptop.
Can buy through-
- Online
- Retail
- Dealer
- Friends
Normal Purchase from Retail shop-
Manufactured >> Sent to Warehouse >> Sent to Distributor >> Dealer >> Retailer >>
Customer
Online Purchase-
Manufactured >> Sent to E-Commerce Warehouse >> Packaging Center >> Courier
Service center >>(sent via)Airport/Train >> Head office >>Warehouse >>Customer.

5. • Example2: Sales Process for a Bank Account.
• Research for Target/Spreading Information
- Spread information using emails/phone calls/ sms /promotional
companies.
- Use maximum footfall. Setup campaigns.
- Use Digital Marketing and media industry
- Conferences and door to door visits.
- Mouth to mouth.
Example3: Sales Process for a Insurance Policy.
• How to collect Leads
-Interact using emails/phone calls/ sms
-Setting Insurance policy.
-connect using suspect Database.
- Putting up stalls outside maximum footfall (eg. hospital).
- Customer segmentation based on gender, income, age, religion etc.
• System feature for customer segmentation
- Market segmentation according to the regions.
- Lead management: Divide regional leads and assign to specific operators.
- Update call details into Db, setup visit/appointment.
- Visit/Travel Plan management: GPS login >> customer premises photo >> check in >> check
out >> logout >> feedback about meeting.
- Quotation >> negotiation >> Pricing Policy >> payment collection >> policy issue.

6. Service Process
• It starts with identifying ways to improve customer satisfaction by setting internal and
external performance goals, often known as service level agreements (SLAs). It continues
with defining and monitoring your service delivery and service-dependent processes, even
those that extend beyond the boundaries of the call centre.
Example: Service Process for a Insurance Policy.
- Ticket Raised by the customer
- Approval of the ticket.
- Treatment of the patient.
- Generation of the bill from the hospital.
- Payment process
- If needed policy renewal based on policy validity.
• Claim emergency treatment in Insurance policy.
-customer logged in for the policy redeem.
-get request from the customer >> SLT management >> transactions >>time to fix.
-If no response from insurance officer >> escalation.
-Ticket workflow
-Pick customer satisfaction and experience from social media management.
-Customer interaction through email/phone/sms/chat.
-Nominee details in Db.

7. Expectation
• Know the sales process for any customer.
• Call to the customer and demonstrate the product.
• Write the scope of the project.
• Able to write enhancement and customization for customer.
• Should be able to add additional feature using SDK.
• Integration using HCI and Kloud glue.
• Develop an application in mobile and bring the mashup in c4c.
• Should be deployed in the project at customer’s place and configure the
system.
Thank you,
Priyanka Maurya

8. By-Priyanka Maurya