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!

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


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.