Wednesday, January 16, 2019

SAP & Qualtrics: Will it transform the way we think about CRM as we know it?

Around 77 percent of all transactions worldwide touch an SAP system. Hence, it is fair to conclude that the SAP systems own the operational data. That does not only apply in the field of customer engagement, but also in the domain of financial transactions and reports, supply chains, human resources, etcetera. SAP nowadays belongs to a main asset of large scale organizations. Now, all these data can tell us exactly what is happening, and even how it takes place. For instance, by means of analytical solutions or CRM systems, we are able to determine annual turnovers in seconds, predict consumer trends over time or even draw patterns in buying behavior. However, the ‘why’-question has remained unknown, which would allow us to get human sentiment in the moment. 

Wednesday, January 9, 2019

Gain better insight in customers with Marketing Personas

Do you want to understand your customers better and see things through their eyes, so you can connect with them more effectively? In that case, Personas might be something for you. There are different scenarios in which you can use personas. In this blog the focus will be on creating personas for marketing purposes. 

What is a Marketing persona?

Before we continue, first we need to know what a marketing persona is and what it is used for. There are many ways to formulate it but, for instance, Wikipedia describes it as:

“Personas are used in marketing (and advertising) by creating a marketing persona that represents a group or segment of customers so that the company can focus its efforts. For example, online advertising agencies can monitor pictures, browsing history and the ads people surfing the internet generally select or choose to click, and based on that data they tailor their merchandise to a targeted audience or better describe a customer segments using a data driven approach.”


Wednesday, January 2, 2019

Will 2019 be the right time?

At the end of last year something unexpected happened. My car dealer sent me an email inquiring if I was interested in buying a new car because mine is almost 4 years old. I was shocked! In 20 years’ time I never got such an email from a car dealer. How hard can it be? The dealer has my email address and knows when the car lease expires. Simply sending out an e-mail at the right time offering something to get my attention shouldn’t be that difficult one might think.

Wednesday, December 26, 2018

A GDPR Case: Utilizing Mass Data Runs

GDPR compliancy is becoming more and more important. SAP has made a GDPR process available for the customer object in SAP Hybris Cloud for Customer. One issue with the standard GDPR process for Customers in SAP Hybris Cloud for Customer is that it does not take Tickets and Activities into account. Only Salesorders and Salesquotes are taken into account. So you could end up in a situation in which customer data is removed, while Tickets and Activities have recently been created or changed (and not yet completed). Obviously, this specific Customer data is still relevant and needs to stay available in the system.

To avoid the situation described above, and take Tickets and Activities into account in our GDPR compliancy process, we can use Mass Data Runs (MDR). High level, the process would be to have a Mass Data Run to create a staging table with all Customers that are relevant for our process. A second MDR goes through the scoped Customers and evaluates them individually to see if there is recent activity for the specific Customer in Ticket and Activity objects. If this is not the case, the Customer is set to status Obsolete. If a Customer is in status Obsolete it can be further handled correctly in the standard GDPR compliancy process of SAP Hybris Cloud for Customer.

Wednesday, December 19, 2018

Easily Organize your Work Centers and Work Center Views

Recently, my client asked me to ensure that the sales representatives would not be able to create tasks, however they should be able to get tasks assigned and work with them. On itself not a difficult request. But the next question was to not show the tasks in the work center views, as not to confuse the sales reps with too many navigation options in the navigation menu of C4C . I was still under the impression that I could only do this in the business roles, but my challenge then was that when you leave out the Work Center View in the assignment in the business role, it would automatically also mean the sales rep would not be able to work with the task functionality anymore. So this was not the way to go.
But then I learned about a new functionality from one of my colleagues, and although simple, I really like this functionality so I thought I would share it with you as well.

Wednesday, December 12, 2018

How to use SAP Customer Data Cloud (Gigya) profile information in SAP Marketing Cloud

SAP Customer Data Cloud from Gigya is designed to help your company build better relationships with your customers through transparency and trust. The customer data management solution of SAP can help transform your business into a true customer-first enterprise, enhancing and personalizing your customers’ journeys while respecting their preferences and privacy.

SAP Customer Data Cloud consist of three pillars:

SAP Customer Identity: Identify, engage, and protect your customers

SAP Customer Consent: Be transparent, gain loyal customers, and protect your business

SAP Customer Profile: Power trusted digital experiences with first-party data

While SAP Customer Identity manages the customers and the SAP Customer Consent manages the consent, the SAP Customer Profile connects this data into various channels, including SAP Marketing Cloud.

A real powerful tool for managing profiles, consent and privacy, but how can SAP Customer Data Cloud’s first-party, permission-based user information be integrated into the SAP Marketing Cloud platform, and turn it into actionable data for segmentation, targeted real-time marketing leading to a 360 degree view of people interacting with your brand(s)?

Wednesday, December 5, 2018

The Fiori Dashboard Designer in SAP Cloud for Sales and Service

One of the cool new features of the 1811 release of SAP Cloud for Sales and Cloud for Service is the Dashboard Designer in Fiori and the use of global filters. In this blog I will show you how to switch to the new dashboard builder and how to use the Global Filters in it.

Wednesday, November 28, 2018

SAP Field Service Management

SAP recently acquired Coresystems, a Swiss based company with a focus on Field Service Management. The tooling which was acquired by SAP supports the complete process from triggering a service call, scheduling technicians, field service execution and integration to the backend for logistic/financial completion. The tool was rebranded to SAP Field Service Management (SAP FSM) and in this blog I will highlight the main system functionality.

Wednesday, November 21, 2018

Organizing your Catalogs in SAP Cloud for Service

With the release of 1811 Cloud for Customer you can now support Multiple Categorization Catalogs based on different ticket types. This new functionality enables you to support multiple ticket process flows in the same system. For example, a ticket type Service Request, Complaint or Service order.

Wednesday, November 14, 2018

Easy document management in SAP

Are you struggling to update your output documents in SAP Sales & Service Cloud (C4C)?
Working with Adobe Lifecycle Designer can be complex and cumbersome.
To make life easy, we at Acorel (actually colleague Wilco Menge) created the Acorel Document Service, an add-on on SAP.  This key-user tool allows you to easily create, change or update any kind of output across (SAP) systems.

Wednesday, November 7, 2018

The Future of Service Management of SAP and CoreSystems

SAP has recently taken over the Service Solution of Core Systems. To get more information on the new tool, I have followed the Certification Workshop together with 2 Acorel colleagues. This blog will give an overview of the functionality of this tool and provide insight in its place in the SAP Environment. This blog will provide you with an insight in the SAP Field Service Management Road Map.

GDPR will eventually be enforced

In the past period, a lot of attention has been paid to the new General Data Protection Regulation (GDPR). The General Data Protection Regulation came into effect on 25 May 2018. Now, at last, there is a law that protects the privacy of citizens throughout the EU. The framework is in place, but it’s not clear to everyone yet. In the coming years, it will become clearer what the effects of this new law will be. In a nutshell, the introduction of the GDPR means “more rights, more obligations and a different form of regulation”.

Wednesday, October 31, 2018

Territory Management using visual area’s on google maps

How cool would it be, if you can draw area's on google maps and use this for your own territory determination! What if you could simply create your own maps using google mymaps and SAP Sales Cloud would use these area's to determine the corresponding territory.

When you create a new business partner in your SAP Sales Cloud solution, the system will use the GPS coordinates of the business partner to determine in which area the customer belongs. Having the GPS coordinates of the business partner is a prerequisite for this solution.

Wednesday, October 24, 2018

Wednesday, October 17, 2018

I hear you but I'm not listening!

To start with a cliché once again; the world is changing and it is changing faster than we can keep up with. Together with all technological developments that follow each other in rapid succession, new companies are constantly coming up with or without those new technology with fresh and new innovative business models such as;

Bungalow, Renting a house or an apartment with Bungalow means every detail is taken care of, so you can focus on what really matters. You can expect a turn-key experience from the moment you arrive (
Sovrin, is a decentralized, global public utility for self-sovereign identity. Self-sovereign means a lifetime portable identity for any person, organization, or thing. It’s a smart identity that everyone can use and feel good about (
Grabb-it is a location based Dynamic Digital advertising platform. They give advertisers the perfect opportunity to reach the consumers near the point of purchase using digital car windows (
Latch is a solution where you can open and manage every door in an apartment building from a smartphone. Always all the keys with you and so no more unnecessary searching. Or the frustrated search which key fits which lock (
Inrupt, started by Sir Tim Berners-Lee who invented the web, strives to decentralize the power of the web that’s currently centralized in the hands of a few. Inrupt uses the technically potent open-source platform Solid that gives you more control over your data.
Solid changes the current model in which users have to hand over personal data to digital giants, in exchange for something of value (
No Isolation is an example of a company that wants to create social impact. This company has built a small robot that helps chronically ill children out of their isolation. The robot takes place in the classroom and through a tablet the child can follow the lesson, look around and communicate with (

Wednesday, October 10, 2018

What's new in SAP C/4HANA 1811 release

Another 3 months have past since the last Cloud for Customer release briefing of Acorel, so it's about time to dive in the new features of the upcoming 1811 release of  Cloud for Customer. In the weekend of 20 October the test tenants will be upgraded and the production tenants will follow in the weekend of  November 3rd.

As there are quite some changes/enhancements in this new 1811 release, we will try to give you an overview of the main highlights in today's blog.

Wednesday, October 3, 2018

How to create and display a Product Tree in Hybris Commerce

In this weeks blog I will show you how you can model and display a tree of products in Hybris Commerce.

The end goal is to present an overview of a training schedule to the end user. The schedule consists of training their prerequisite relations.

Note: I'm not talking about a tree of products, not a Product Hierarchies; which is something different in the SAP terminology. (A Product Hierarchy is a separate hierarchy to which products can be assigned. This can be helpful in building a catalog.)

The Product tree we are going to build shows relations between products, such as compound products (Product A contains Product B) or a training catalogue (Product A is a prerequisite of Product B).

We will render the tree with a cool javascript library: dagre-d3.

Wednesday, September 26, 2018

Translating Adobe Forms the easy way

In one of my recent SAP Sales Cloud projects (formerly known as SAP Cloud for Customer) we implemented the SAP Sales Cloud quotation proces. In this particular project four different quote types were implemented that all had an Adobe Form as an output document. Since the customer operated in six different countries, all four forms had to be translated in six different languages. By default this can be done by hand or somewhat automated by using the command line, xliff and xslt for every language. Both options are not ideal because they are not user friendly and because of the amount of work that had to be done after every functional change in a single form (either implement the functional change in every translated form or translate the form 6 times again after the functional change). To make maintenance easier I developed a desktop tool to make translation easier.

Wednesday, September 19, 2018

Easy handling of time zones and time stamps

Sooner or later every developer has to work with time zones and time stamps. Luckily the SAP system provides plenty of tools to support you in this area. In this blog I want to highlight some of the tools I've used in the past to make work a little easier.

Wednesday, September 12, 2018

SAP Activate – Discover Phase: from theory to practice

In an earlier Acorel blog Discover - Adoption: Transform your organisation successfully my colleague Mischa Tissen wrote about the importance of Adoption during all project phases. In this blog I will describe the activities related to Strategy to perform as part of Adoption during the first phase, the Discover phase, of the project.

Wednesday, September 5, 2018

Archiving transactions in SAP CRM

So you’ve filled your SAP CRM system with data and now GDPR requires you to start archiving that data. However, you have no idea how to archive data from your system. This blog gives you a little more insight into this subject.
First of all, you need to identify the data you want to archive. In case of GDPR you for example want to archive business partners. In order to do so, these business partners can no longer be a partner in any business transaction or iBase in your system. Archiving your business partners therefore requires you to archive these objects as well. In this blog the archiving process for business transactions is discussed. For ibases and business partners a similar procedure needs to be followed.

Wednesday, August 29, 2018

Wednesday, August 22, 2018

How to create a broader and consistent lead nurture experience with SAP Marketing Cloud

SAP Marketing Cloud (formerly SAP Hybris Marketing Cloud) offers a comprehensive set of marketing apps that you can use to create leads, and activities in sales.
The following scenarios are typically used when using Lead Management within SAP Marketing Cloud:

  • Lead Campaigns: Create leads in Sales: SAP Sales Cloud or SAP CRM.
  • Call Qualification: Create leads in SAP Sales Cloud via marketing campaigns with action for Call Qualification.
  • Marketing-Driven Sales Enablement: Create activities in SAP Sales Cloud or SAP CRM and get an insight on marketing campaigns in SAP Sales Cloud.
But how can you nurture your valuable leads through the different phases of your sales cycle?

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


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…


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%.

That is a lot!