Wednesday, October 7, 2015

SAP Digital for Customer Engagement compared with SAP Cloud for Customer

We have ended our previous blog about SAP Digital for Customer Engagement (SAP D4C) with the conclusion that this solution offers, from a functional point of view, a complete CRM solution with a user experience that is very comparable to SAP Cloud for Customer (SAP C4C).

Obviously, there are consciously chosen limitations compared to SAP Cloud for Customer. This blog will describe these differences in more detail. In addition, we will discuss how SAP D4C could be the first step on the road to a full SAP C4C implementation.



Scoping & Configuration

In comparison to SAP C4C, the configuration options in SAP D4C are limited to the basics. You can define the scoping using the setting menu with the choices for all functionality, sales, service, industry or a custom scope. Selecting one of these choices will determine the main menu entries (work centers in SAP C4C terminology) that each user will see when logging on to SAP D4C.

Other configuration options are limited. SAP D4C is clearly targeted for out-of-the-box usage. SAP C4C has certainly more configuration options and includes an administrative and business configuration where you can configure almost any bit of functionality up to individual field level. As a result, SAP D4C also has limited distinction between business roles, authorizations and organizational assignment.

At the same time, it is possible in SAP D4C, just like C4C to change the master layout of the standard screens to re-arrange, remove and even add fields. It is easily possible to enhance SAP D4C with custom defined fields (known as extension fields in SAP C4C).


Account & Contact Management

The account and contact functionality in SAP D4C and SAP C4C is quite comparable. It is possible to record addresses, communication data, further account characteristics, interactions and visits for all accounts and contacts.

A full customer view from an interaction history perspective is a standard part of both solutions. SAP D4C also offers the supporting functionalities like visit management, the standard Outlook client integration tool and the mobile (although the offline option of SAP C4C is missing in SAP D4C).


Sales Management

The sales process in SAP D4C is targeted on the lead- and opportunity management. Both functionality parts are standard available and related to the SAP D4C master data like the accounts, contacts, products and also the price lists.
The subsequent steps in a full sales cycle are normally the quotation- and order management steps. This functionality is only available in SAP C4C. The same comment applies to supporting functionalities like territory management, sales planning & forecasting and partner channel management. These are not available in SAP D4C.



Service Management

Registering ticket for incoming customer questions or complaints is supported in SAP D4C. SAP C4C has again more configuration options and supporting functionalities like knowledge base support, ticket routing, more channel support, service levels and portal options. These are not available in SAP D4C, but the basics of a customer service process are certainly there.



Integration

SAP D4C is targeted on stand-alone usage. In comparison to SAP C4C are the integration possibilities with a SAP or non-SAP backend missing. SAP D4C does include functionality to import account from a CSV file or Google contacts, but this functionality is quite limited for now in comparison to the data migration tooling of SAP C4C which supports a large number of master data and transactional objects.



Other topics

  • Just as SAP C4C does SAP D4C has an analytical part. There is a number of standard dashboards available in this part. In comparison to SAP C4C, it is not possible in SAP D4C to define your own dashboards, reports, data sources, etc.
  • It is not possible to store any attachments/files in SAP D4C. SAP C4C offers a library and the possibility to relate attachment to almost any kind of master or transactional data.
  • One thing that SAP D4C has as an extra in comparison to SAP C4C is the guided help. With this help functionality is supported click-by-click through a process to demonstrate the working of the corresponding functionality.

First step on the road to SAP Cloud for Customer

After this comparison the conclusion is and remains that SAP D4C offers a fairly complete CRM solution. It has been targeted to single teams within an organization that would like to make a quick and easy start with CRM without too much configuration and without the need to integrate with a backend system.

In that perspective could SAP D4C also be seen as a first step in CRM. This first step might clarify the full CRM need and potential. The next step should leverage this full potential and might require more functionality, configuration and possibly the integration with the company backend system. Even better, SAP D4C could be your proof-of-concept to check the CRM strategy in practice, but also aspects like usability and user adoption.

SAP D4C could be the first step on the road toward SAP C4C. It is possible to switch from an initial SAP D4C tenant to a SAP C4C tenant. This so-called Click Upgrade can be initiated directly from the SAP D4C settings menu. The existing SAP D4C tenant will then (after verification and conformation) be upgraded to a SAP C4C tenant without the need for any data migration activities.

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