Wednesday, August 15, 2018

Must-haves in a Business Analyst toolkit



As you may know, the role of a business analyst in an IT project covers a variety of activities; One moment you’re organising a workshop with key users to distil their actual needs, the next you’re translating these needs into requirements and after that you may find yourself presenting a business case to convince a tough audience to go for a certain solution.

Whatever you do, your focus is always to bridge the gap between business and IT. This can be a complex, challenging but also very satisfying task.

Wednesday, August 8, 2018

SAP S/4 HANA for Customer Management: How to access your free trial instance


In our blog SAP S/4HANA for Customer Management: First Release, my colleague Simon described which functionality can be found in the first official version of the CRM add-on on S/4HANA. Now is the time to take a look for yourself at the customer management solution. How? This blog will guide you step-by-step, so you can set up your own trial version...

The complete process before you are able to login by browser, or by SAPGui consists of 3 steps and will take you about 2 hours, depending on the hosting partner. 
  1. Create a hosting platform account on Google Cloud Platform, Amazon Web Services or Microsoft Azure
  2. Create an instance of the free trial version at SAP Cloud Appliance Library (CAL)
  3. Connect (via various ways)
  4. Play!

Wednesday, August 1, 2018

GDPR – handling data removal requests

With GDPR being effective for more than 2 months, we can carefully start to look what the impact was on our organizations and business processes. And see how your business is handling questions from persons requesting data removal.



Central versus Local

As mentioned in an earlier blog by my colleague Pieter, the easiest way to manage the data is have it centrally managed. However most companies have to deal with their existing infrastructure, and will have to deal with multiple systems where personal data is stored and/or processed.  Of course, the size and complexity of the organization also makes an enormous difference – for international players, the challenges are much greater than for small local enterprises.  On the other hand, most of the personal data is for local usage (local clients, employees) which are probably stored in a local system only and/or local entity within the global system. In real-world data removal requests, this implies that most business will have to check the several systems/environments to be sure the data removal request is handled correctly across all systems.  Your business should by now have a correct working procedure where data is stored, what kind of personal data is stored in these environments, and who is the responsible person for any data information/removal requests for that environment.

Wednesday, July 25, 2018

Maintenance Plans as part of the Customer Experience


In the 20th century good products and services were an important differentiating factor for companies. Nowadays customer experience has become the key differentiating factor for many companies and products and services have become dissatisfiers, with outstanding customer experiences driving customer value, customer delight and loyalty.

Service Organizations can generate additional value and customer loyalty when offering the customer a customized maintenance plan. Maintenance plans support the execution of the preventative maintenance scenarios by automatically creating service requests. These service request will be created based on the maintenance schedule. This all sounds very easy, but there are some steps to be taken and things to be considered.

In this blog I will describe how maintenance plans can be created in SAP Service Cloud and how service requests will be generated automatically.

Wednesday, July 18, 2018

Discover - Adoption: Transform your organisation succesfully



Adoption of software solutions

Nowadays, organisations are making changes rapidly in order to compete with other organisations and in order to be fit for the future. This shift is not always successful and many projects that were executed do not deliver the expected results.



Wednesday, July 11, 2018

What's new in the 18.08 release for the SAP Sales Cloud and SAP Service Cloud

While most of us are enjoying a well deserved Summer holiday, SAP will upgrade the SAP Sales Cloud and the SAP Service Cloud to the new 18.08 release. In the weekend of July 21st all test tenants will be upgraded, to be followed by the Production tenants in the weekend of August 4th.

This 18.08 release focusses mainly on getting most of the current business user and key-user functionality from HTML5 into the Fiori Client – therefore a lot of lay-out and configuration changes have been added.

As there are quite some changes/enhancements in this new release 18.08, we will try to give you an overview of the main highlights in today's blog. 




Wednesday, July 4, 2018

Introducing SmartEdit in SAP Hybris Commerce

Already back in 2016, SAP Hybris Commerce was extended with a new cockpit called SmartEdit. Content managers can use SmartEdit to add or edit the pages on their website.

In the end, SmartEdit should replace the good old WCMS (Web Content Management System) cockpit. All main WCMS functionalities are now supported by SmartEdit and we see that all new functionalities concerning the WCMS of SAP Hybris Commerce are targeted to this new cockpit.

This blog describes the ground basics of SmartEdit including an introduction to its personalization capabilities.

Wednesday, June 27, 2018

SAP Hybris Cloud for Customer Server-Side Integration for Microsoft Outlook

This functionality is available for a while now, therefore it's time for a blog! We recently configured this functionality, so I wanted to share my notes on this topic. So.. Let’s go!

This blog won’t focus on detailed configuration steps as you can find these in the SAP documentation. Instead of that, I will address the findings that I think are worth mentioning. And some of them are not available on help.sap.com.


Activation

Activating the functionality is (currently) executed via an SAP incident. For the Server-Side Integration, you will need the Enterprise user (license). After the SAP support team has confirmed this, the regarding work center can be assigned to a business role.






Wednesday, June 20, 2018

How SAP Sales Cloud helps me with hitting my targets!

A lot of the blogs that we put on here are about the great functionalities that the C/4HANA (previously known as SAP Hybris) suite and its products have to offer, how they work and how they can be configured.

As one of the Account Managers here at Acorel and a heavy SAP Sales Cloud user I just want to share the story on how SAP Sales Cloud is helping me with hitting my personal sales targets and making sure my focus is on the right things at the right time.

It is super simple, but I also see that a lot of organizations are not leveraging these SAP Sales Cloud possibilities. And it has some great side effects as well.

Well here is the trick…

DISPLAY ALL YOUR SALES TARGETS AND THEIR PROGRESS ON THE HOMEPAGE

It doesn’t only sound super simple, it is! But sometimes the best ideas are simple 😉

One thing that is very important in this sentence is the word ‘ALL’. You do not only want to display targets that really originate from SAP Sales Cloud, like Lead and Opportunity information. You should make it a complete picture by including other targets, like Soft Skills for example.
In this way the SAP Sales Cloud homepage is the one-stop-shop for every sales person to be able to monitor the status quo and the progress on their sales targets and know what they need to do. It imitates the exact behavior that the Sales Manager wants, because in the end if the Sales Rep hits his target, his manager hits the target as well.

The following picture shows the 6 steps to embed this into your own organizations and who you should talk to, to make it happen.


Friday, June 15, 2018

SAP inspires companies to focus on Customer Experience with the new C/4HANA

Last week we visited the yearly SAPPHIRE NOW conference in Orlando, Florida to catch up with SAP's plans for the future. And I must say these plans look really promising. With this blog I will guide you through some key takeaways.
With the positioning of the new SAP C/4HANA suite SAP will focus fully on Customer Experience, Trust and The Intelligent Enterprise. Bill McDermott, SAP CEO, stated:
“The legacy CRM systems are all about sales; SAP C/4HANA is all about the consumer. We recognise that every part of a business needs to be focused on a single view of the consumer. When you connect all SAP applications together in an intelligent cloud suite, the demand chain directly fuels the behaviors of the supply chain.”




Wednesday, June 13, 2018

How to integrate an SAPUI5 application into the SAP Web UI

Inspired by the open SAP course Maps and 3D Made Easy with SAPUI5, I decided to find some practical use for my newly gained knowledge.

As I still work a lot with the CRM SAP Web UI I thought it would be nice to have the possibility to show the location (or address) of a Business Partner on a geographic map by pressing a button on the Account Details screen.



To be able to pull this one off I made a list of things I had to take care of:

  • Get a Map Provider Service
  • Build a SAPUI5 application which shows a location based on geographic coordinates
  • Upload my SAPUI5 application into the UI repository of the target system
  • Integrate my SAPUI5 application into the SAP Web UI
  • Test all this awesomeness 

Quite an impressive list if I may say so myself so let’s get to it!

Wednesday, June 6, 2018

3…2…1… Privacyyyyyyyyyyyy

After counting down for months, we are now home-safe in our little GDPR-protected country.

No more spam, no more abuse of information, no more internet browser tracking, no more profiling, no more big brother.

-Just kidding-.

Over the past few months (with a peak in the past few weeks) we have been spammed more than ever with changed privacy policies.

You probably, just like myself, have read all of them (still kidding), and struggle with whether you should accept the new terms and what will happen if you don’t.


Afbeeldingsresultaat voor pile of papers


Beside the tsunami of changed privacy policies, (hopefully) behind the scenes, some things have changed for the better. Let’s take a look at some of the main pillars of GDPR again.

  • Assignment of a DPA (Data Protection Officer). 
  • Data protection – Personal data should be protected from theft and abuse. 
  • Breach Notification – In case of unlawful use of data (like theft) this must be reported to the respective owners. 
  • Data portability – Personal data should be ‘portable’, meaning it is transferable to another processor. 
  • Right to Access – Personal data should be made available to the owner if requested. 
  • Deletion by default – Personal data should not be stored longer than reasonably required for the cause it was obtained. 
  • Right to be forgotten – Personal data should be removed on request unless it is reasonably required (for instance by law) to keep them. 

So are they all now in place, or should we still expect some privacy breaches? My guess would be the latter, but let’s also take a look at how companies can avoid them.

Wednesday, May 30, 2018

The future is now!

Ladies and gentlemen, the future is now!
The future of Customer Engagement is bright! SAP has a very sturdy portfolio with the Hybris products for different customer engagement goals.
On top of that, S/4HANA release 1709 release is now available with the S/4HANA Customer Management component. This is exciting news for those of you who work with an SAP CRM on premise system. It's time to start thinking about a transformation.
You should do so now because now you have the time to properly define a strategy and roadmap towards 2025.
As most of you probably know, general maintenance of SAP CRM 7 on premise will stop in 2025. This means that by then you should have transitioned your SAP landscape.

Wednesday, May 23, 2018

First Steps into Automated Testing

Automated testing is buzzing around everywhere, so I decided to join the party. Below are the results of my first test.


For this test I used Robot Framework with Selenium Library. This is one of the best options to test a web application.

All the downloads and installation instructions can be found here:


Wednesday, May 16, 2018

Address Validation in SAP Hybris Cloud for Customer

In the latest 1805 release of SAP Hybris Cloud for Customer a new feature is available to help sales users plan their visits. For planning their sales visit they now have access to their accounts on a map. Just by dragging an account to the calendar day view they can create a new activity such as a visit.
When you try this new function you would probably ask yourself why you don't see any or just some of the accounts on the map. The reason for this is that only accounts that have a Geo location maintained (Latitude and Longitude) can be used on this map.

When you create a new account you obviously do not enter the GPS coordinates, so how can C4C do this for you? For this you can make use of the Address Validation function. In this blog I will explain how to do this and how you can have a go at it in your own test tenant.

Wednesday, May 9, 2018

Cross deployment unit object creation (Businesspartner – Lead)

In SAP Hybris Cloud for Customer business objects are assigned to a particular Deployment Unit.

When developnig within a business object from the Foundation deployment unit, you will not be able to directly create an instance of a business object assigned to for instance the CRM deployment unit.

This issue has been addressed in the blog Understanding Deployment Units from Stefan Hagen. I encourage anyone who encounters Deployment Unit issues to go through that blog. It explains how to manage working with Custom Business Objects that reside in different Deployment Units.

In this blog I would like to discuss how to deal with situations where you would like to create objects, cross deployment units, from one standard business object to another. Let’s say we need to create a Lead (CRM Deployment Unit) from a Businesspartner (Foundation Deployment Unit). We can move a custom BO to the Leads’ Deployment Unit. This custom Business Object can now create Leads, but It cannot be changed by the Businesspartner to trigger the Lead creation. So what to do?

The Internal Communication object 

In the SDK the Internal Communication object is made available. This special object automatically copies changes done in one custom BO and does the same changes in another custom BO. The two custom BOs do not need to be in the same Deployment unit. So, back to our case. We would like to be able to create a new Lead (CRM Deployment Unit) from a businesspartner (Foundation Deployment Unit). The approach would be to create two custom Helper BOs, one in each deployment units.

The two Helper BOs are connected by the Internal Communication object:


Wednesday, May 2, 2018

Planogram Compliancy Check by SAP Hybris Cloud for Customer and RICOH

In the retail business, placement of your goods is very important to maximize sales and minimize wasted space. For this reason, many retail companies make use of planograms to agree on an optimum display of their goods in the stores.

The next step is then for the sales reps to go and check in the stores and see if the store manager has placed the merchandise as agreed upon in the planogram. In case derivations of the planogram are found, corrective actions in store need to be taken. For example, when a good is out of stock it needs to be placed back on the shelf. Or in case the number of facings (defined as the number of identical products displayed to the customer on a shelf) is not correct, it needs to be corrected, preferably during the store visit of the sales representative.

As you can imagine, checking the placement of your merchandise according to planograms is a very precise and time-consuming job. For this reason, SAP & RICOH have jointly developed a planogram compliance solution that enables a sales rep within a visit, created in SAP Hybris Cloud for Customer, to: capture photos of a retail shelf, analyze the images real-time, identify issues and take corrective actions accordingly.

Wednesday, April 25, 2018

The added value of conversational UI

Voice becomes the new UI!

Gartner indicates that 30% of our interactions with technology will be through "conversations". According to Search Engine Watch, in 2016 we used the Google voice search 35 times as often as in 2008. 98% of iPhone users have used Siri and Amazon sold 4.4 million Echo voice-controlled speakers in the first year of sales. Google has followed with the Google Home and this year Apple has introduced the Homepod. And, I operate my navigation system in the car through voice.


Your field employee keeps your CRM system up-to-date on the go

Wouldn't it be nice if your field sales and service employees keep track of all data from your CRM system along the way. Your field staff is well prepared for every visit, can record all the information in your CRM system immediately after each visit still fresh in memory, and has more real sales time left because less time is needed to keep the CRM system up-to-date.

Wednesday, April 18, 2018

Automatic task generation via workflow management in SAP Hybris C4C

SAP Hybris Cloud for Customer can help customers to bring more structure in their processes. Using workflow management for all objects, from accounts to opportunities, you can automatically create important tasks for users to follow-up. This functionality is relatively new and was heard as a common request at a lot of our customers! Workflows embraces the flexibility and adaptability of your Cloud for Customer solution to meet your business requirements, especially now since automatic task creation is possible! How to achieve this and what is the impact of workflows on your C4C system?

Wednesday, April 11, 2018

What's new in SAP Hybris Cloud for Customer 18.05 Release

Spring is in the air so it's time to gear up for the new release of SAP Hybris Cloud for Customer.
In the weekend of April 22nd SAP will upgrade all test tenants to the 18.05 release. The production environment will follow in the weekend of May 6th .

In today's blog we try to give you an overview of the highlights of the 18.05 release. The complete release briefing was over 360 slides so we can’t go into all the details.


Wednesday, April 4, 2018

SAP Hybris Cloud for Customer: Approval sales document via email

When a sales document created in C4C needs to be approved, the employee who needs to approve should login into C4C right? No, not when you have maintained security certificates in the right way, in that case approval is possible via email without having to login to C4C. If this sounds like something that could be useful for your organization, check out the details of this blog in which I explain how to do the setup for this.

Wednesday, March 28, 2018

SAP Hybris Cloud for Customer - Ticket Approval

There are a lot of blogs about approval processes in SAP Hybris Cloud for Customer. However, the most blogs that I found are related to sales quotes, sales order or opportunity approval processes. 

In this blog I will focus on the approval process of service request tickets.





Wednesday, March 21, 2018

SAP S/4 HANA for Customer Management: First Release

Last month (28th of February 2018) SAP released the first version of SAP S4HANA for Customer Management. SAP S/4HANA for customer management is an add-on for SAP S/4HANA. It is a solution for managing your customer relationships and offers the set up and operation of functions and processes in the areas of service order management and customer interaction.

A part of the current service functionalities available in SAP CRM On-Premise are now integrated into S/4HANA. More sales and service features will be supported in subsequent versions. The first release has specific focus on service functionality. Why is that? The current S/4HANA offering does not support a customer service scenario. Furthermore, it’s clear marketing processes are not part of this offering at all and should be covered in other tools like Hybris Marketing.

Wednesday, March 14, 2018

GDPR and Privacy

The 25th of May 2018 is approaching fast and from that date onwards, organisations must be GDPR proof. GDPR is the acronym for General Data Protection Regulation, the new legislation from Brussels. At present, consumers must prove that their data have been misused, whereas under the GDPR the burden of proof shall lie with organisations. Organisations are currently asked to use customers’ data cautiously. The balance in terms of right to privacy must be redressed. By means of the ‘privacy by design’ approach, when starting a new system or functionality, privacy must be taken into account.

Wednesday, March 7, 2018

The power of the SAP Customer Engagement and Commerce Suite

The SAP Customer Engagement and Commerce (SAP CEC) suite is a collection of cloud-based applications that provide tools for Marketing, Sales, Service Commerce. Together, these applications are designed to work together to centralize information, automate tasks and workflows and combine customer account data to provide a unified view of the customer. This blog explains two scenario's which will demonstrate the power of combining all applications together..

Wednesday, February 28, 2018

More successful collaboration between Marketing and Sales with help of SAP Hybris Marketing Cloud


Do you feel that the conversion of leads to actual sales is not high enough and thus making your campaigns ineffective? If so, then maybe you need to have a closer look at the “Handshake” between marketing and sales.
 
With the digital transformation the borders between marketing and sales are fading. In many organisations however there is still a clear separation between the two departments. To be able to stay relevant in this changing environment marketing and sales need to collaborate more and more. An important aspect in this is the moment of handover of leads from one to the other, the so called "Handshake".

The Handshake is the point in time when marketing hands over a (qualified) lead to sales. This Handshake needs to be based on a mutual alignment made between the marketing and sales departments, defining when a lead is qualified enough for sales to take over.
So before you start with lead generation and nurturing, marketing and sales need to have a discussion that defines the requirements for a lead to be handed over. In this blog we will look how SAP Hybris Marketing Cloud can help with implementing this.

Wednesday, February 21, 2018

Stagnation means decline




Thanks to developments in the field of Cloud, IoT, Machine Learning, Artificial Itelligence, and Process mining, organizations continue to feel the pressure to start change processes.
There is an increase in initiatives within organizations to change on the topics mentioned above.
It is generally assumed that 70% of all change processes fail or in any case do not succeed for the full 100%.

70%?
That is a lot!

Wednesday, February 14, 2018

Adding Bonus Management to your Employee Dashboard

Most companies use a company specific Bonus Plan to motivate their workforce to work on the targets set by the company. The Cloud for Customer Reporting functionality enables you to create reports to track all CRM related targets. Still, in most implementations of Cloud for Customer we find a separate Bonus Management track in Excel. These bonus components tend to be on objects that are not in Cloud for Customer, like the number of followed product trainings or the number of points scored on personal development. By adding this data to Cloud for Customer you can inform your workforce on a day to day basis on their progress, for instance with this KPI.


Wednesday, February 7, 2018

GDPR and custom development in C4C

In a number of previous blog posts we have paid attention to the General Data Protection Regulation (GDPR) as well as some tools that SAP have made available that aid in compliance to these laws.

In short, the law - which goes in to effect on may 25th of 2018 - arranges that personal data can only be gathered legally under strict conditions, for a legitimate purpose.

Persons or organizations that collect and manage personal information must protect it from abuse and must respect certain rights of the data owners which are guaranteed by EU law. Some examples are the right to access data and the right to be forgotten.

It is important to realize that these laws also apply to Custom Development in C4C. In this blog post we will highlight some tooling SAP makes available in the 1802 release to help you in complying with these laws.

Wednesday, January 31, 2018

What's new in Hybris Cloud for Customer 18.02 release

It is almost February and another quarterly release (18.02) for SAP Hybris Cloud for Customer is just around the corner. Coming weekend all test tenants will be upgraded and the production environment will follow in the weekend of February 17th. So you have two weeks to regression test your processes and to check out all the new features.

In the last (17.11) release SAP focussed more on platform and infrastructure improvements. This new 18.02 release contains more new features and improved functionality for the business user.

In today's blog we try to give you an overview of the highlights of the 18.02 release. The complete release briefing was over 360 slides so we can’t go into all the details.


Wednesday, January 24, 2018

Using a chatbot to improve customer support

As you probably might have noticed on numerous websites, chat has found its way to customer interaction, and is here to stay. What you might not know yet, is the fact that the person you as a customer are communicating with is in quite some cases artificial, a so called chatbot. These chatbots can be designed to handle all sorts of customer questions. In this blog I will describe how these chatbots work.




Wednesday, January 17, 2018

Using snapshots in Badi calls

Suppose you have a complex process in which a certain Badi plays an important part and you would like to save the attributes that are passed to this Badi, much like the option to save a dataset for a function in SE37, for further testing or analysis. This blog shows an easy way to do this by using the EXPORT and IMPORT statement.

For me a real life example of such a process involved a Badi for shopping cart approval in SAP Supplier Relationship Management (SRM). What made testing complex were the different technical components: a web interface for the end user and a workflow for the approval process that was, to make matters worse, triggered asynchronously.

I really wanted to isolate the Badi call so I could analyse and test it as a separate unit. So for this I needed a way to save a snapshot of all the attributes during the Badi call and a way to restart the Badi call with the saved snapshot.

Wednesday, January 10, 2018

SAP ILM and GDPR

It’s 2018 (Happy Newyear!) and the due date for the implementation of GDPR (General Data Protection Regulation) is coming closer and closer; companies must have implemented this within their organization by May 25th of this year. A tool which supports the implementation of GDPR is SAP ILM; information lifecycle management. In this blog I will provide you with a high-level overview of the functionalities and tell you more on how this tool can support the GDPR implementation within your company. 

Thursday, January 4, 2018

SAP Hybris Commerce Promotion Engine

Usage of Promotion Containers and Promotion Groups


The SAP Hybris Promotion Engine is an easy to use business tool to create and publish different kind of promotions. The right promotion offered to the right customer at the right time can boost sales and increase customer loyalty.


In this blog I will explain how you can use the out-of-the-box promotion templates to create your own promotion rule quickly and easily.  I will show how to use 'containers' and 'groups' in your promotion rule to make sure the promotion is applied under the right conditions. In my example the customer has to buy specific products and has to belong to a specific customer group to be eligible for a product absolute value discount on specific products.

Wednesday, December 27, 2017

How to keep your customer (happy)?

Focus on customer retention

One of the main reasons for customer attrition is dissatisfaction with a company not showing they understand their customer. Research has shown that customer service directly impacts customer satisfaction and with that attrition rates (1, 2). Having your customer service personalized and targeted on each individual customer is therefore vital. An added advantage to increasing the customer happiness, is
that they are likely to promote your company to other potential customers. Increasing the focus on personalized customer service is therefore an investment that pays off.

But how do you improve your customer service? First of all, customer service is not the one way communication channel it once was for many companies. Customers expect their answers just a few mouse clicks away and will need an easy way to interact with your company if their query isn't properly answered by the information on your website. In that case your customer expects a personalized and timely response to the interaction they initiated. Customers also expect companies to initiate a personalized and targeted message in case of recalls, warnings or other valid reasons why a customer should be informed. If companies want their customers to be happy they need to provide excellent service to your customers on an ongoing basis. Imminent and enthusiastic response are a start, having a special offer or discount with the hope of up-selling the customer is even better. Every interaction with your customer is a chance to get to know them better and to anticipate on their needs.

Wednesday, December 20, 2017

Synchronize customizing automatically from SAP ECC to Hybris Commerce


If you’re using SAP Hybris Commerce with an SAP ECC back-end you’ll need to download several customizing settings from SAP to Hybris, such as currencies, languages, units of measure, plants and material groups. To do this SAP provides ABAP report ZDOWNLOAD_CUSTOMIZING_AS_IMPEX which generates an ImpEx file which you can import into Hybris.
In addition, you may need some additional data such as sales organizations, offices and groups, product hierarchies or even data that you have defined in Z-tables in ECC. To get this data in Hybris you have probably written an ImpEx file or extended ZDOWNLOAD_CUSTOMIZING_AS_IMPEX with your own logic.

Usually these customizing settings don’t change very frequently, but if they do and Hybris Commerce is out of sync with ECC, this causes issues like not being able to synchronize customers or products. To prevent or solve this you should regularly, for example daily, do this and as they are manual steps, this becomes somewhat labor intensive.

So wouldn’t it be great if we can do this on a daily basis and without any manual steps? In this blog I describe how to do this in 4 steps.

Wednesday, December 13, 2017

Improve customer engagement with Facebook advertising in Hybris Marketing Cloud

As a marketer one of your objectives can be to improve your customer engagement with Facebook advertising. What if you could select your best customers and create a target audience that is based on these customers and also represent people who show similar behavior? And what if you could deliver only relevant messages to this target audience to improve brand awareness, reach, lead generation and conversion?
 

Paid advertising on Facebook is one of the most immediate ways to impact the reach of your content. Most advertisers understand the real value of Facebook Advertising as a way to generate traffic and real business value. More than 42% of marketers report that Facebook is critical or important to their business.

Wednesday, December 6, 2017

Training in CRM implementations

You’re almost there! You’ve followed each step in implementation of the new system, continuously aligning with the project team and user team. Clean master data is loaded into the system, reports, KPI’s and dashboards have been designed and everything is thoroughly tested. The only thing left to do before Go-Live is training the users.
 
Guess what?! This final step is critical in making your implementation a success; If the end-users aren’t looking forward full of confidence to apply the new way of working and use the supporting system and all its functions, they will never unlock its full potential. Thorough training will enable you to take this final hurdle!



Wednesday, November 29, 2017

SAP Customer Engagement Connection - CRM 2017

With only a month left of 2017, now is a good time to look back at what major improvements have been delivered by the SAP Customer Engagement Connection / Influence program.



For those not familiar with this initiative; SAP has opened a connection to reach out to their customers to enable them to send requests for future developments. In short, should you have a good idea for improving SAP software, the Customer Connection is the way to go.

Wednesday, November 22, 2017

GDPR in SAP Cloud for Customer

D-day for the GDPR is getting closer and closer, it's only 6 months until May 25, 2018.  SAP is doing a lot of work to get it's products GDPR compliant. In this blog I'll focus on the Cloud for Customer solution. Several requirements for compliancy have been present in C4C for some time, and SAP is continuously improving the solution with regard to GDPR compliancy. 



Data provisioning and removal

Within the EU GDPR regulations, a person (e.g. your customer) has the right to inquire about the data your company has stored about him, and request for correction or removal.

In this blog I'll give a short overview of the Data Privacy Workbench in SAP Cloud for Customer (release 1711), which enables your company to handle the data insight and removal processes when a customer or contact requests this.

Friday, November 17, 2017

SAP TechEd 2017 HighLights from Customer Engagement perspective







Every Year SAP hosts the TechEd to inform customers and partners on the new technologies and road maps of their products. This year I was in the lucky position to attend the TechEd in Barcelona. In this blog I will give an overview of the topics discussed. The main attention area's for me were Cloud Platform and API's, IoT, Machine Learning and Blockchain.


Wednesday, November 15, 2017

Hurray.... your Prospect is now a Customer!

Just a few weeks to go in 2017 and it's Christmas time again! Time to sit around the Christmas tree together with family and friends, to enjoy the moments and to unpack your presents! The November 2017 release (1711) of SAP Hybris Cloud for Customer also featured some nice gifts and presents and I'm going to unpack one of them for you!
You're now able to define a workflow rule that will automatically convert the account from a Prospect role to a Customer role when a sales quote is set to won. This feature is a really nice one and will make lots of Sales Managers very happy.
Interested? Read all about it in this blog....


Wednesday, November 8, 2017

We are live!

We are live! Let’s harvest on the investments. But it turns out that not everybody is using the tools, new functionality remains in the system, waiting for somebody to add it to his or her toolbox. Somebody is afraid to make this digital transformation…

Recognizable? Maybe, maybe not.
Fact is that many companies struggle with the adoption of their IT innovations, leading to problems in realizing their ROI. 


Quite often, even though planning of the project is within time and budget, the project team can be decommissioned and business can take over, there sometimes seems to be a lack of adoption…. How can this happen? What went wrong?


  • 'This isn’t the way our business works…'
  • 'This solution is too complex for us…'
  • 'We already have good processes…'
  • 'Next to this solution we need to do other things that absorbs my time…'
  • '...'

Wednesday, November 1, 2017

SAP Hybris Cloud for Customer; checking user authorizations

When supporting SAP Hybris SAP Hybris Cloud for Customer it’s inevitable to receive user questions like “I can’t see the customers I’m supposed to see, please help me”. These kinds of issues tend to take a lot of time to analyse because it’s not always clear how the authorization setup determines whether or not the business user has access to specific objects like customers. There are two BETA tools available in C4C to support the analysis of authorization questions.

Wednesday, October 25, 2017

Integrate multiple ECC systems with C4C (using Cloud Platform Integration)


In previous blogs, my colleagues described how to connect C4C to multiple ECC systems. You can find them here and here.

Yet, I wanted to devote another blog to this topic as you can also use SAP Cloud Platform Integration to meet this requirement.
The following picture will show the final setup. No need for developments, just configuration mainly in the middleware.



Wednesday, October 18, 2017

What's New This Fall in SAP Hybris Cloud for Customer


It is almost November and another quarterly release (17.11) for SAP Hybris Cloud for Customer is just around the corner. Again, the release is packed with tons of bug fixes, new features and enhancements in Sales and Service processes as well as the Platform itself. 17.11 is a ‘Light’ release with respect to business user UI improvements – this release focuses more on platform, infrastructure and administrator improvements. Consultants out there, you've read it right... Christmas is coming early this year! These enhancements could make your life easier.

Today's blog is to summarize the key information SAP published; To provide you with a bitesize update of the upcoming release. We can expect the upgrade of production tenants as of the 5th of November. As a matter of fact, coming weekend all test tenants will already be upgraded so you have two weeks for testing your existing processes for possible regression.










Wednesday, October 11, 2017

Search and filter on your custom product attributes in SAP Hybris Commerce

Adding custom attributes to the products in your SAP Hybris Commerce shop is a relatively easy task. Next step would be to make these attributes part of the product search in your shop to enable filtering and searching on the contents of these attributes.

This blog describes the relevant steps to define custom product attributes and add them to your shop search.

The Electronics demo store, as part of the standard accelerator of SAP Hybris Commerce, has been used as the basis for this blog, but the same steps should work for all SAP Hybris Commerce based shops using the SOLR search.

Obviously, performing these steps will have a direct impact on product content and search results provided in the shop. Our strong advise is to try these steps first on your test shop for verification before applying them your live/online shop.

Wednesday, October 4, 2017

How to use customer profiling to create insightful customer journeys and build effective marketing campaigns

In my previous blog on ‘Data-driven marketing’ I explained the way that companies can use the available and gathered data to be able to communicate in a personal, relevant way with their customers.

In this blog I want to show you how to use the customer data in Hybris Marketing Cloud to create meaningful customer journeys and build effective marketing campaigns. 
Hybris Marketing Cloud gives you the possibility to carry out you own customer profiling and customer journey mapping to build highly effective marketing campaigns. 

This process consists of three steps:
1. Profiling of your customer(s)
2. Mapping the Customer Journey
3. Building & executing marketing campaigns

I want to focus on the first two steps of this process.

Wednesday, September 27, 2017

Odata Provisioning in SAP Cloud Platform Integration

In Todays world there are quite some ways of designing and consuming API's. Most of the API's do not follow a uniform pattern. OData solves this problem by providing a uniform way to expose, structure, query and manipulate data using REST practices and JSON or ATOM syntax to describe the payload. OData also provides a uniform way to represent metadata about the data, allowing computers to know more about the type system, relationships and structure of the data.

SCP-IS is now capable of Provisioning Odata services from existing data sources such as SOAP, REST and Odata Services which could be further consumed by mobile APPs or an FIORI App. In this blog, we will see how we could create an OData model definition, implement the OData service which includes binding to a data source (SOAP Web Service), go through the steps to create an Odata Service which we could query and get the list of Continents.

Wednesday, September 20, 2017

Support your SAP Hybris business the way it deserves!

We have all seen that “comfort-zone-where-the-magic-happens-slide” and in my opinion the same applies for CRM related software implementation. The picture would then look more like this;


At Acorel we like magic (some people sometimes even call our consultants magicians) so we definitely want to be there when it happens. If your organization takes SAP Hybris seriously, you want us to be there!!

Why is support so important with SAP Hybris solutions?

Proper support is key for any SAP solution, but for SAP Hybris solutions like SAP Hybris Cloud for Customer and SAP Hybris Marketing Cloud there are topics that makes great support even more crucial;
  • Two-speed architecture 
  • Mandatory release cycles
A term often used by McKinsey (Gartner calls it Bimodel IT) to describe the difference speeds of development needed for backend and frontend applications. Where the backend should be stable and does not require frequent adjustments, the frontend (processes closer to the customer) demand frequent and sudden adjustments that need to be implemented ’yesterday’.