Wednesday, September 30, 2015

SAP Cloud for Customer; system landscape challenges

In the old days it was pretty simple and straightforward, you would have a 4 (or sometimes 3) system SAP landscape consisting of a development, test, acceptance and production system. With the introduction of cloud based solutions like C4C it’s not that obvious any more, in this blog we will give our point of view on how many C4C systems you should have and describe the approach on how to keep your cloud landscape in sync.  

Wednesday, September 23, 2015

Integrating multiple ECC systems into one SAP Cloud for Customer system

Integrating SAP Cloud for Customer with an SAP ECC system is one thing… But integrating with two is literally another thing.

It might sound a bit strange, but already we have had this question quite a couple of times. In quite some occasions, acquisitions or multiple local implementations have resulted in single customers having multiple SAP implementations. This is not necessarily a problem in the back end, but when aiming at a single 360 degrees customer overview, you require a single truth both in reporting as well as in your customer-facing applications. Integrating with multiple backends from that standpoint is not exceptional, so let me share some of my findings on integrating multiple backends with a single C4C instance with you.

As there is detailed information on the SAP ECC integration available on the SAP Help portal, let me focus on the C4C side here.

Wednesday, September 16, 2015

Surveys with Product lists determined based on Target groups

Cloud for Customer is jam-packed with cool features to cover all kinds of business requirements.
In some cases these features are nicely described and explained in the help documentation, but in other cases you would be surprised what more the system has to offer that has not been extensively described. In this blog I want to share some information about how to set up product surveys with product determination based on product lists in combination with target groups. Yes I know, it is quite a mouthful but this functionality can be very useful if you want to limit the amount of data maintenance while still being able to automatically populate the relevant Products on Surveys.

This can be a lifesaver in retail execution scenarios, in which we conduct many store visits with product surveys. First of all you can already save tons of time by assigning product lists to surveys instead of individual products. Then on top of that you can achieve even more efficiency by assigning target groups to these product lists instead of individual customers. The stores that carry the same assortments can be grouped into the same target groups. So when visiting these stores the list of products automatically get populated on the survey. Let me continue to explain why this approach is way more maintenance-friendly.

This approach will especially become valuable when you have the total product assortment divided into many product lists that have been assigned to many customers at once. Instead of going into each individual product list to update the list of customers, we assign the target groups to the product lists one-time only. Whenever a new customer should be added or removed to multiple product lists at once we only update that single target group. This will directly affect the product list determination for this customer when for example conducting a survey with almost zero maintenance effort!

Wednesday, September 9, 2015

Call Center and Customer Service for Utilities in SAP Cloud for Customer

SAP is providing more and more Industry Scenarios to their Cloud for Customer (C4C) solution. In the past colleague Guus explained more about the Retail Execution for Consumer Products Industry. Now it is time to have a closer look at one of the other (new) industry solutions; Utilities. SAP C4C now integrates with SAP IS-U!

In the past 2 releases (1505 and 1508) SAP added a lot of new functionality to the utilities solution of C4C. This blog will focus on the Utilities Call Center and Customer Service capabilities in C4C. It shows which scenarios are covered and we will take a look at the administrator tasks that must be performed.

Wednesday, September 2, 2015

How to deal with quarterly updates

As you probably know, SAP updates their Cloud 4 Customer software 4 times a year, every February, May, August and November. This is a great thing as you get new and improved functionality without having to pay extra for it. On the other hand, this does mean additional resources and attention is required to guarantee a smooth and consistent system.

This article will guide you through a number of tips and things to think of when the next quarterly update is coming.