sap web channel experience management- a new solution · sap has no obligation to pursue any course...

SAP Web Channel Experience Management-

A New Solution April 2012

Alexandra Linde-Dunmire – Customer Solution Adoption

© 2011 SAP AG. All rights reserved. 2

Disclaimer

The information in this document is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This document 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 on 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 intentionally or grossly negligent.

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 forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.


AGENDA

SAP Multi Channel Overview and General Strategy

SAP Web Channel Experience Management Solution

Questions

SAP Web Channel Experience Management Solution Ecosystem

Demo

SAP Multi Channel Overview and General

Strategy


Today’s customers are empowered like never before

Democratization of information

Transparency

Social networking and communities

Customer

Shift in negotiation power from Vendors to Customers

Evolution from ‘Relationship Management’ to ‘Total Experience Management’

New communications and interaction channels to manage on top of traditional ones

Greater needs for adaptability and responsiveness

Implications

Variety of touch points

http://www.yoursdaily.com/var/yoursdaily/storage/images/media/images/culture_media/internet/facebook_logo/66064-1-eng-GB/facebook_logo_large.jpg


Multi Channel Is Your Face To Your Customers,

Inviting Them Into Your Existing Business Processes

Multi Channel Foundation

Collect & Target Sales & Marketing

Planning

Customer

Segmentation

Products & Pricing

Decide & Execute Personalized &

contextualized content

Multi Channel

Campaigns

Loyalty Management

Order Management

Order Fulfillment

Service Processes

Measure, Learn &

Optimize Cross-Channel

Visibility & Insight

Multi Channel

Performance

Real-time analytics

Insight to Action

Communities, etc.

Web Mobile Store Phone, E-Mail, Chat, Fax

Kiosk Partner Network

Online Contact Center Social Media Store Partner


Major investment building a new Web

channel platform and solution built from

the ground up using the latest Web

standards and functionality

Proven Web channel solution with a

10+ year history including strong

customer momentum across industries

Strong Investment in the Web Channel

SAP’s Next Generation Web Channel Solution

SAP CRM Web Channel

Enablement

SAP Web Channel Experience

Management

New


SAP Web Channel Experience Management (WCEM)

provides a complete range of Web channel processes

Web Channel

Analytics

E-Service

E-Marketing

E-Commerce

Customer

Leverage the Internet as a valuable

sales, marketing and service channel

for businesses and consumers

E-Marketing

E-Commerce

E-Service

Web Channel Analytics


Ready-To-Run Solution Building On The Enterprise

Ecosystem

Predefined best practice processes

Standard UI and navigation flow

Multi-language, multi currency

Run multiple applications on one platform

Fully tested application templates (security, accessibility,…)

Covered by maintenance contract

Built-in enhancement concept

ERP SCM

Pricing

Billing

Product

Configuration

Returns

Processing

Pricing

Billing

Product

Configuration

Delivery

Order

Processing

ATP

Product

Substitution

Production

Scheduling

Returns

Processing

Order

Quote

Contract

Service

Request

Products

CRM

Configuration

Navigation

Pages & Views

Styling & UI

Web Channel

Account

Management

Campaigns

Product

Recommendations

Loyalty Management

Lead

Partner

Integration

Customer

Service


SAP Web Channel Experience Management

Deployment Options

E-Marketing

E-Commerce

E-Service

SAP Web Channel Experience Management, version for SAP CRM Provide customers with a fully integrated Web experience with consistency across all touch points

E-Commerce

SAP Web Channel Experience Management, version for SAP ERP * Enable E-Commerce with SAP ERP without the need for a full SAP CRM implementation



Look and Feel

C:/Documents and Settings/d030113/Desktop/Roadmap/01_home.html


Solution


Web Channel Experience Management Solution Timeline

2011 2012 2013

SAP WCEM 1.0 was

released in July 2011

GA: 15.04.2012 SAP WCEM 2.0

Planned RTC: 23.04.2012

SAP WCEM 3.0 planned to

be released end of 2012


Web Channel

Analytics E-Marketing

E-Commerce

Customer

E-Service

Web Channel Experience Management 1.0 Overview

E-Service

Knowledge Management

Community Forums

Complaints and Returns

Service Request Management

Service Contract

Product Registration

E-Marketing and E-Commerce

Personalization

Email and Web Campaigns

Catalog Management

Product Ratings and Reviews

Order Management

Check out Profiles & Payment

Store Locator

Free Goods

My Account

User Management

Login options

Self- Registration

Customer Profile

Roles & Authorizations

Product Catalog

Navigation modes

Multiple views

Pricing Methods

Product Availability

Product Details

Search

© 2011 SAP AG. All rights reserved. 18 RKT

Web Channel Experience Management 2.0

Highlights

Catalog

• Improved catalog navigation via products filters

• Color, size, and style support for fashion articles

• Real time availability check on product detail page

• Sorting of products based on price and ratings

E-Commerce

• Gift Cards

• Wish Lists

• Graphical Map integration with Store Locator

• Store availability on product detail page

• In store pickup – store selector and order integration

• Checkout as unregistered user

E-Marketing

• Loyalty Management

• Advanced Product Recommendations

E-Service

• Installed Base support

• Service Contracts in Service Request and Complaints & Returns

• Live assistance (Chat)


Web Channel Experience Management 2.0

Continuous Improvements

User Management

• Contact User (B2B User)

• Deviating names in additional addresses

Architecture

• ERP product catalog with TREX supported with ERP backend

• Support of backend cart in with ERP

• Upgrade to JSF 2.0 release

• Multi browser-window /-tab support


Outer

DMZ Intranet

Inner

DMZ Ports

open:

- http

- https

SAP NetWeaver

AS Java 7.30 F

irew

all

SA

P W

eb

Dis

pa

tch

er

Fir

ew

all

SAP Web Channel

Applications

SAP Web Channel

Framework

Fir

ew

all

Ports

open:

- http

- https

Ports

open:

- RFC

- IP

ERP

ERP

ERP

ERP

Internet

Web Channel Experience Management

Network Landscape



System Landscape

Clients

Web Channel

Java Server

Web

Channel

Framework

Web

Channel

Modules

Web AS Java 7.30

SAP NWDI

Java

Development

Infrastructure

Web AS Java

7.30

SAP ERP 6.05 SAP CRM 7.01 SAP BI SAP

MDM

SAP PI Only for data transfer from ERP to MDM

Optional external

components

External catalog

External

Content Mgmt

BCM (Chat, Live

Assistance, …)

Payment

Provider

…

Only browser needed

Database Database


Interfaces

Meta Data

Deployment Unit

Business &

Backend Impl.

UI Impl.

payment

user

catalog

sales

trans

actions

loyalty

service

request


Modularization – Architecture


+ +

=


Modularization – Extension Concept


Runtime Environment

Web Channel

Core Framework

Confi-

guration

Designtime Environment

Internet /

Intranet

ERP

Services

SAP NetWeaver

Developer Studio

Backend Object Layer

Business Object Layer

Web Channel

Workbench

SAP NetWeaver AS Java

SAP NetWeaver

Development

Infrastructure

Design Time

Repository (DTR) deploy

Component Build

Service (CBS)

Name Service

System Landscape

Directory (SLD)

UI & Interaction

Layer


Runtime vs. Designtime


Web Channel Builder

Look and Feel


Ecosystem

Projects Pipeline

• There are over 15 Gold Shipments

• Feedback from the 1.0 release has been included in release 2.0

• For SAP WCEM 2.0 there are over 20 interested customers and a pipeline

of 20 to 50 customers

• Online Scoping Document for WCEM 2.0 Ramp-Up available on March

26th, 2012

• Ramp-Up for SAP WCEM 2.0 starts on April 23rd, 2012


2.0 Sneak Preview

http://iwdfvm2730.wdf.sap.corp:1079/speeddemo/WebChannelExperience/

QUESTIONS?

Thank You!

Alexandra Linde-Dunmire

Customer Solution Adoption

Email: [email protected]