Influencing
Customer Connection – Enable the Installed base
Final Call
Focus Topic CRM User Experience Webclient UI and BCM
Anja Weber – Preparation Lead
Chris Fastabend – Product Owner
November 14th
Legal disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time
for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness
for a particular purpose, or non-infringement. This document is for informational purposes and may not be
incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except
if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results
to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making
purchasing decisions.
© 2013 SAP AG. All rights reserved.
2
Customer Connection Focus Topic project
CRM User Experience Webclient UI & BCM project timeline
SAP Customers
Customers Provide feedback in
Submit improvement
requests, subscribe for
IR prioritization
Final Call
November 14th
Kick-Off
October 1st
Provide feedback
on productive use
development & support
testing
Selection Call
~ Mid January 2014
Delivery Call
~ Mid July 2014
Speaker’s Corner Sessions
Develop
Select
Collect
Use
close project workspace
November 30th
Collection of Improvement
Requests
Follows, moderates
and comments on
improvement request
Selection of
improvement
requests for
implementation
Detailed analysis
and decision on
implementation
Improvements’ development
(delivery as notes/SP)
Development and
delivery of notes and
support packages
Productive use in
customers‘ systems
Continuous improvement
of the Customer
Connection process
Project Team
© 2013 SAP AG. All rights reserved.
3
Status of improvement request collection
At current 72 Improvement Requests (IRs) have been submitted .
• 21IRs achieved the minimum of 5 customer subscriptions: ‘qualified’ for evaluation
• 51 IRs not yet qualified
Improvement Request Overview by #
subscribed customers
0 subscription; 10
Qualified Irs by #
subscriptions; 21
1 subscription; 18
4 subscription; 6
3 subscription; 9
© 2013 SAP AG. All rights reserved.
2 subscription; 8
4
Focus Topic scope: CRM User Experience / WebClient UI
The Focus Topic CRM aims for improvements associated with User Experience with regard
to the CRM WebClient UI (cross application improvements) and Business Communications
Management for all release in mainstream maintenance [CRM 7.0 ]
Component
Description
CRM WebClient
UI Framework
(CA-WUI)
The WebClient UI presents a
role-based workspace that
provides an easy-to-use
navigation and user interface.
Business
Communications
Management
Software (CRMBCM)
BCM offers tools for managing
business communication for
inbound contact centers,
outbound sales campaigns,
and office telephony services
© 2013 SAP AG. All rights reserved.
Out of Scope
Functional enhancements - Sales, Service
or Marketing specific functional
improvements
Older Releases < CRM 7.0
Industry specific processes and functions
5
Additional information / update
Improvement
Request ID
Title
Additional information
10840
Provide SAP Sales OnDemand
Groupware integration
functionality for SAP CRM
Already in development planning –
Interaction Center: Email
component not configurable
Already available - please
refer to note 1924585
15067
Desktop connection for SAP
CRM – please
http://service.sap.com/~form/sapn
et?_SHORTKEY=0110003587000
0764366&
Improvement Request Owner: Please keep in mind to subscribe to your own
requests
Please be reminded – we can only count 1 subscription per company
© 2013 SAP AG. All rights reserved.
6
Overview Desktop Connection for SAP CRM
•
“Desktop Connection for SAP CRM 2.0” working with MS Outlook 2007/2010/2013 and
Lotus Notes 8.0/8.5 leveraging invisibleCRM sync platform. Ramp-Up starts on
November 15, 2013. General availability planned for March 2014.
•
Client-based approach: add-in to the groupware client
•
Scope “Desktop Connection for SAP CRM 2.0”
•
Bi-directional synchronization of Accounts, Contacts and Appointments
•
MS Outlook support only
•
Future Plans for 2014
•
Tasks, Emails, Object References,
Lotus Notes support, Opportunities,
© 2013 SAP AG. All rights reserved.
7
Next steps
•
Finalize Improvement Requests on Customer Influence project workspace by November
30th , the latest
•
Select Phase:
Clarify Improvement Requests in collaboration between SAP development and the IR
owner; FBA agreement might be necessary in case not already signed
•
Selection/Scoping of Improvement Requests for development by SAP
Final Call
Kick-Off )
Selection Call
~ Mid January 2014
November 14th
Delivery Call
~ Mid July 2014
Speaker’s Corner Sessions
Collect
open project workspace
Collection of Improvement
Requests
© 2013 SAP AG. All rights reserved.
Select
Develop
Use
close project workspace
November 30 th
Selection of
improvement
requests for
implementation
Improvements’ development
(delivery as notes/SP)
Productive use in
customers‘ systems
8
Questions & Answers
Thank you
Christopher Fastabend
Anja Weber
CRM - Product Owner
Customer Connection
Email: chris.fastabend@sap.com
Email: anj.weber@sap.com
Appendix
Legal disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time
for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness
for a particular purpose, or non-infringement. This document is for informational purposes and may not be
incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except
if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results
to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making
purchasing decisions.
© 2013 SAP AG. All rights reserved.
12