Wednesday, March 27, 2013

Adding Widgets to the home screen in SAP CRM

More and more users seem to be requesting embedded views in SAP CRM.
In recent blogs, we have explained how to work with mash-ups and graphical reports in the customer overview (or any other screen). These blogs focus on adding context-based intergration, where you use the information in the current screen to fetch data from other systems.

Today I will explain one of the easiest ways to embed information from external systems in SAP CRM using widgets in the home screen.


So, what is a widget?

A widget in the SAP CRM home screen is an embedded view to another website. This could for instance be a news site, a video, a google search box, an RSS feed widget, or of course the standard SAP examples like the weather widget or the clock.

Maybe a more sensible example would be to embed CTI statistics for the call center manager or embedding a graphical dashboard from BO for a sales agents.


Wednesday, March 20, 2013

WCEM 2.0 - Search as you type modification

Within WCEM 2.0 by default the search-as-you-type will respond after typing 4 characters. This blog will give you a step-by-step guide to enhance this functionality.

The standard configuration for the search-as-you-type functionality will be triggered after typing 4 characters, and by default (with ERP as backend) will retrieve up to 5 hits. These settings can be found in the file generic-searchbackend-config.xml.

This file contains both CRM backend as well as ERP backend configuration. 

During our latest WCEM 2.0 project with ERP as backend, the functional requirement was that the search should start after 3 characters and retrieve up to 3 results.

Wednesday, March 13, 2013

Webchannel Experience Management: Multichannel Commerce on a Single Platform

Internet has opened a new era of business opportunities. Each day, thousands of new consumers are joining the Internet.
The latest smartphones and tablets make the Web a busier hub of consumer interaction. The customers are nowadays extremely sophisticated shoppers. And let’s not forget how much more powerful they are with the rise of social media.
You need to offer equally powerful incentives to keep them loyal. Running an ordinary Web shop is no longer enough. Therefore more and more companies are adopting Internet as their primary sales and distribution channel.
To stay competitive, a lot of companies integrate e-commerce to their present business strategy. A little research will show that there is an extensive array of technology and solutions for enterprises.
Specifically for the companies running SAP, SAP Web Channel Experience Management was introduced last year, which is a big improvement on the old SAP ISA solution.

The SAP Web Channel Experience Management application lets you run all Web channels on a single platform, delivering an integrated process for e-commerce, e-marketing, e-service, and Web analytics in just one application. You can reduce IT cost and complexity and empower business users and channel managers, while enriching shopping and service for consumers and relationship management for partners.

Wednesday, March 6, 2013

SAP CRM Call List Management

When managing call lists in the IC Webclient, you have quite some options you should be aware of.
On Februari 11, Joshi triggered me that this is something worth blogging about with his comment on call list management here.

Call lists basically are a hierarchical list of customers that should be called.
Typical call list use cases would be cold selling, where you would be calling a list of prospects, but of course also a follow-up call on a sale or service, or maybe a list of planned calls in the contract ending period. A lot of processes can be valid for call listing.

Depending on the process and your requirements, you would typically make different choices when building your call list. For instance, if the contacts you are calling are personal contacts of an account manager, you would create call lists specifically for one user. If on the other hand the target group consists of prospects, you would create a call list for a whole group of users, specifically a department. Let's take a look at the settings in SAP.