CRM on HANA makes presales fly
Your logo
Luc Boodts
Competence Lead BI, HANA
Ingeborg Buyle
Project Manager
SAPience.be User Day ‘14
1
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
2
Expertum
History
• Founded in April 2006 by 2 ex-SAP BeLux employees
• Partnerships
Today
• Team of 55+ SAP Experts and Project Managers
Mission
• Exceed client expectations by providing top-quality expertise
• Provide our people a safe environment for personal and professional growth
Strenght
• Highly skilled & experienced SAP consultants in all SAP areas, combined with a
wide industry knowledge in several domains
SAPience.be TECHday’13
3
Expertum Competence Areas
Focus BI + HANA team
• Business Warehousing
Strategy
Knowledge
Management
Product & Service
Development
• BI/BW modeling
• BO reporting & dashboard
development
• HANA stragey &
implementation
SAPience.be TECHday’13
4
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
5
CRM challenges
Since 6 years our customer is deploying a broad SAP CRM
scope cross different countries.
Pre-sales functionality, being the most mature and frequently
implemented solution, is complemented with limited Marketing
& Service Management functionality.
• Pre-Sales: Lead, Opportunity (including BW reporting), Quotation,
•
•
•
Activity, Account & Contact Management
Services: CIC, Warranty, Complaint & Inst. Base Management
Marketing: Campaign & List Management
Ongoing projects & future releases:
Complex solution including Quote to Sales Order integration, Lead
Management, Marketing extensions, enhanced Pipe-Line Reporting
(BW), enhanced Field Service Management (including Service
Notifications & Contracts,… )…
SAPience.be User Day ‘14
6
CRM challenges
Current SAP CRM system, even after different code optimization
efforts, still faces important performances issues on some key
critical business transactions such as:
• Complex quotation (+100 lines), creation, consultation, simulation including
•
pricing
Complex flexible open inquiries using wild cards on the different implemented
objects
CIC Account & Inst. Base retrieval
•
Therefore our customer is considering putting CRM on HANA with 2
main purposes:
• Improve the CRM performance (within the AS-IS usage)
• Discover new business scenario that will become feasible
(e.g. Reporting,
no need for BW anymore)
Since this is an IT strategic decision, our customer first invests in a
POC (Proof of Concept) to verify the gain and the cost of a migration
towards CRM on HANA.
SAPience.be User Day ‘14
7
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
8
Short term POC Objectives
Confirm, fact based, the following:
• Improved performance of specific SAP CRM processes:
• Real time insights on complex quotations
• No latency in reporting on leads, activities, quotations,…
• 100% Full Search Flexibility: consistent search performance,
irrespective of search attributes (including wildcards) and complexity for
transactional and master data
• Performance gain for particular selected highly used & high value
adding our customer SAP CRM processes including relevant complex
custom code
• Exploration of the HANA Live delivered models
SAPience.be User Day ‘14
9
Quantitative outcomes of the
Proof of Concept
HANA installation effort
Upgrade effort: actuals
• IT staff
• External
• Business
5 Scenario’s: before/ after response time
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
11
Project Approach
Copy of CRP environment => CRX (ABAP Stack only)
Upgrade CRX to CRM 7.0 EHP3 and NW 7.4 => baseline
SAP CRM 7.0
(EHP2)
Traditional DB
1
SAP CRM 7.0
(EHP3)
2
Traditional DB
SAP CRM 7.0
(EHP3)
SAP HANA DB
Migrate CRX to HANA
Test CRX on HANA
• 5 CRM scenarios: Top 5 performance issues
• Pre-sales (3)
• Services (2)
• Backup and restore test
Installation HANA Live Content & Browser for SAP CRM
Explore and analyze standard delivered HANA Live CRM
content and assess fit with current CRM BW cubes
SAPience.be User Day ‘14
12
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
13
Test Scenario’s
Pre-Sales:
• Search and copy of quotations
• Search of accounts, customer factsheet, project lead factsheet
• Create Quotation Lead - Quotation, search products
Services:
• Search warranty claim & escalation to a higher level of authority.
• Extension of a Help-Desk ticket with a large history
Summary of test results
Overall E2E Quotation process at least 2x faster
Search functionality, up to 15x faster
- Fundamental reduction of process time = efficiency increase
- Eliminates users’ frustration as 75% of all CRM processes start
with a system search
Copying and saving quotations
- No significant improvements noticeable
Results: Search
functionality
105
100
95
90
85
80
75
70
65
60
55
50
45
40
35
30
25
20
15
10
5
-65s
-66%
-48,36s
-93%
-12,4s
-91%
AS IS
Run time error
51,91 s
13,57 s
99 s
HANA
5,05 s
3,55 s
1,17 s
34 s
15 x
12 x
3x
Gain
Domain
Task
Pre-sales
search quotation using 2
parameters
Pre-sales
Pre-sales
search quotation
search sold-To party
using 2
using 2 parameters
parameters
Services
look for manual
claims
Results w/o search:
Complete Process Quotation
Search
quotation
AS IS
Error
HANA
5,05
Create
output
Copy
quotation
12,74
+
11,66
+
3,56
Add items
(till 20)
Save
quotation
9,96
11,66
+
7,69
+
7,3
= 46,02 Oracle DB response time
= 23,86 HANA DB response time
GAIN:
1. Search functionality works efficiently
2. E2E process 2x faster on HANA
5,31
Results w search: Complete
Process Quotation
Search
quotation
AS IS
51,91
HANA
3,55
Create
output
12,74
+
Search
successful
Copy
quotation
11,66
+
3,56
Add items
(till 20)
Save
quotation
9,96
11,66
+
7,69
+
7,3
= 97,93 Oracle DB response time
= 27,41 HANA DB response time
GAIN:
1. Search functionality works efficiently
2. E2E process 3,5x faster on HANA
5,31
What is HANA Live ?
Pre-delivered HANA Views for SAP Content
Consumable with BI Tools and other UI’s
Flexible reporting
Reporting on ALL available data
Cross domain reporting
Quick Start and customizable
20
SoH : Simplification - TCO
BI Reporting
BI Reporting
Bex Query
Multiprovider
SAP BW
SAP
CRM
DataSource
SAP Tables
SAP
CRM
Classic
DB
HANA Live Views
SAP Tables
HANA
DB
21
HANA Live Reporting
Consume HANA (Live) with different tools
22
HANA Live Reporting
DEMO
Agenda
Partner introduction: Expertum
Customer Challenges: CRM performance
Solution: Proof of Concept CRM on HANA
Project approach
Results
Value CRM on HANA
SAPience.be User Day ‘14
25
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
Productivity gains due to
increased performance
Pre-sales
75% of the quotes start from a search*
Search goes 15x faster
Resulting in the following Qualitative benefits
•
•
•
•
Employee satisfaction
Operational efficiency
Improved customer experience
User adoption
Productivity gains due to
increased performance
Services
… and with Suite on HANA
Customer Information Search
IC- Manager
Incoming call
Account search
Accept call
Search for:
Ibase; Iobject
Search for:
Products
Interaction Center
Search for:
Order Transactions
Search:
Knowledge Base
Call close
Call Resolution
Call Center Analytics
Manager Work Distribution
Dashboard
Additonal Benefits:
 Accelerated searches
 IC Work Distribution Dashboard
 Enrich with outside data, including unstructured
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
Real time reporting on
HANA
Immediate Benefits :
• On the fly, one source of truth, real time information
• During sales meetings, ad hoc reporting on most up to date data,
no more grey zones
• Reporting on ALL available data
• Increase user adoption by having the right data at the right time
• Embedded self-service consumption of CRM Analytics without
BI or Business Objects
CRM Interactive Reporting…
…based on SAP HANA Live
Enables CRM users to define & deploy high performance embedded reports without need for additional tools,
consultants or IT support.
Embedded Self-Service Analytics - optimized for high data volume
1. Report creation & sharing
2. Report consumption &
personalization
3. Advanced analysis in Excel,
SAP Visual Intelligence etc.
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
SAP Fiori role-based
experience for top tasks
Today
SAP Fiori Design
Functional-based applications
Role-based applications
One transaction for multiple roles exposing all data & f
unctions to all users
Decomposed apps for each role exposing only relev
ant data & functions
Multiple entry points for the user and inconsistent user ex
perience (e.g. ERP vs. CRM)
One entry point for the user and UX following common d
esign directions
User Experience powered by
SAP Fiori apps
Transactional
Analytical
Factsheets
SAP Smart Business
Task-based access
Insights
Search and explore
Insight to action cockpit
Access tasks to create,
change, approve processes
with guided navigation
Get a visual overview of a
complex topic for monitoring
or tracking purposes
View essential information
about an object with
contextual navigation
between related objects
Analyze and evaluate
strategic or operational
KPIs in real time and trigger
the right action
Runs on:
Runs on:
SAP Fiori for Sales
Smart Business for Sales Performance Management
Simulate Sales Pipeline
…seamless
Meeting the multi-device expectations of
business users today
Simplified tile
design and drag &
drop capabilities
Color-coded
KPIs and graphical
visualization
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Embedded
SAP jam for easier
collaboration
Mobile ready
for on-the-go
decision
making
Value CRM on HANA
Now
• Performance
• Real time reporting
Future
• User experience
• Platform for innovation
A unified solution that brings all these pieces together
Customer Value
Intelligence
Invest in the right
customers
Social Contact
Intelligence
Understand and reach out
to the right people
Audience Discovery
& Targeting
Optimize target groups for
omni-channel campaigns
Thank you!
Luc Boodts
Ingeborg Buyle
Competence Lead BI, HANA
Expertum
Project Manager
Expertum
+32 477 89 18 67
Luc.boodts@expertum.net
www.expertum.net
+32 473 91 03 02
Ingeborg.buyle@expertum.net
www.expertum.net
SAPience.be User Day ‘14
45