SAP Hybris Target Architecture Best Practices

SAP HYBRIS TARGET ARCHITECTURE IMPLEMENTATION BEST PRACTICES TOWARDS A SIMPLIFIED SAP HYBRIS FRONT-OFFICE August 2016

For internal SAP and partner use only

SAP Hybris Front-Office

WEB

MOBILE

IN STORE/ BRANCH

CONTACT CENTER

DIGITAL GOODS

MARKETPLACE

IOT

SOCIAL

SMS/ NOTIFICATION

SEARCH ADS / SEO

DIGITAL ADS

EMAIL

PRINT

EXPERIENCE MANAGEMENT

COMMERCE

BILLING

MARKETING

SERVICE

SALES

DATA MANAGEMENT PRODUCT | CUSTOMER

PLATFORM, INFRASTRUCTURE, INTEGRATION

SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS For internal SAP and partner use only

Developing Your Target Architecture using Best Practices

Developing your Target SAP Hybris Front-Office Architecture Driven by Omni-Channel Commerce & Contextual Marketing Business Ambition I:

SAP Hybris Commerce Prices

Customer

Product Catalog

Consumer

Personalized Shopping Experience

Personalized Storefront

Personalized Recommendation

Personalized Offers

Segment Model

Recommendation Model

Offer Model

“ClickStream”

Order

Transform your enterprise for the digital age with S/4HANA and omnichannel commerce with contextual marketing intelligence

Target Groups and Campaigns Products Know your Customers

SAP Hybris Marketing Customer Profile and Interactions

Product, Prices

Business Partner

Core Enterprise Platform

Order

SAP S/4HANA Enterprise* * While SAP S/4HANA represents the target digital core of a company, SAP Hybris solutions offer standard integrations with SAP ERP / CRM and open APIs to integrated with non-SAP as well.

For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Driven by Omni-Channel Commerce & Contextual Marketing Experience SAP Hybris Commerce & Marketing: SAP Hybris Commerce SAP Hybris Commerce Overview

Session

Jump-Start Your Digital Transformation with Commerce Accelerators

Session

Deliver Exceptional Customer Experiences

Session

Provide High-Quality Product Information Across All Touchpoints

Session

Streamline Order Lifecycle Management

Session

SAP Hybris Marketing

openSAP course: https://open.sap.com/courses/hyb1

SAP Hybris Marketing Overview

Session

Marketing Data Management

Session

Segmentation

Session

Acquisition & Lead Management

Session

Recommendation & Retargeting

Session

Planning & Insight

Session

Loyalty Management

Session

Hands-On Experience: SAP Hybris Marketing

Session

Integration SAP Hybris Marketing Integration

Session

SAP Hybris Commerce Integration

Session For internal SAP and partner use only

Implementation Best Practices #1

SAP S/4HANA On-Premise Edition Accelerate and simplify the path to SAP S/4HANA, on-premise edition for faster time to value with SAP Best Practices that are tailored specifically to simplify the adoption of SAP S/4HANA.

http://service.sap.com/public/S4OP Solution Highlights  The SAP Best Practices for SAP S/4HANA are tailored specifically to accelerate and simplify the adoption of SAP S/4HANA, on-premise edition for faster time to value, providing pre-configured content for core business processes with role-specific, responsive, and simple user experience.  Analytical content such as operational reporting is now included as well as UX Fiori content providing the infrastructure for the deployment, testing, and extension of S/4 HANA user interface components.

Key Benefits  Reduce cost of operations by using standardized processes delivered by SAP Best Practices  Manage multiple geographies, divisions, subsidiaries, and ledgers with global and country-specific content  Drive operational efficiencies  Comply with regulations

 SAP Best Practices for Migration complements the foundation and offers customers a non-disruptive, simplified transition to SAP S/4HANA.  SAP Best Practices offers integration to cloud solutions from SAP such as SuccessFactors Employee Central and Ariba.

For internal SAP and partner use only

Implementation Best Practices #2

SAP S/4HANA On-Premise Edition Rapid Data Load Accelerate your data migration with pre-built best-practices content for over 40 critical master and transactional data objects. Migrate your data from any system to SAP S/4HANA, on premise and have high quality legacy data.

http://service.sap.com/rds-dm2s4op Solution Highlights  Accelerate your data migration project with pre-built bestpractices content for over 40 critical master and transactional data objects like material master, profit center group, business partner and sales orders, purchase orders, contracts and more.  The rapid data migration to SAP S/4HANA, on-prem edition allows you to extract and analyze selected data from virtually any source system.  By cleansing, validating, transforming, and migrating your data from any system to SAP S/4HANA, on-prem edition, you will have high quality legacy data in your SAP solution in only a few weeks with the use of rapid data migration!  Consolidate your data & use rapid data migration to SAP S/4HANA, on-prem edition to its full potential which allows analytics and transactions to be performed on a single database without any need for multiple systems / replication.

Key Benefits  Deliver migration projects on time, on budget and provide trusted data to end users  Ensure quality master data for your core business processes

 Establish a solid, extensible foundation for ongoing data management and data governance  Re-use your data migration platform and projects for on-going integration with source systems  Analysis and extraction of data from virtually any source system  Cleansing and transformation of data to the target data format in SAP software  Validation of the data against specific customer business rules and loading into your SAP solution  Reconciliation of the loaded data against source data, reporting and monitoring of all data migration activities For internal SAP and partner use only

Implementation Best Practices #3

SAP S/4HANA Marketing Cloud Deploy SAP S/4HANA in a fast, simple, and flexible way to accelerate the time-to-value. Jump-start your SAP Best Practices for S/4HANA for new implementations of SAP S/4HANA.

https://service.sap.com/public/S4MKT

Solution Highlights

Key Benefits

 Segmentation and Campaign Management (for Email, SMS, Facebook, Paid Search Campaigns and Newsletters)

 Develop a deeper understanding of your customers and prospects and understand the real-time intent of each of them

 Consumer and Customer Analytics

 React quickly to opportunities

 Marketing Executive Dashboard

 Align your teams and resources and understand marketing performance

 Product Recommendations  Marketing Planning  Marketing Lead Management (optional with C4C integration)

 Engage customers in an individual way that nudges them toward conversation

For internal SAP and partner use only

Implementation Best Practices #4

SAP Hybris Marketing The SAP Hybris Marketing rapid-deployment solution enables you to gain insight into your customer preferences and needs across all channels. It allows you to execute highly customized marketing campaigns in real-time with the right products to the right customer using predictive models and social and https://service.sap.com/rds-ymkt financial data. Please note: the integration best practice with SAP Hybris Commerce is planned to be available in Q3 2016.

Solution Highlights  Real-time customer analysis and campaign execution

 A 360 degree customer view using all data, including transactional, social, and web-based data from all sources  Predictive models integrated into the solution using the SAP HANA platform  Ability to execute and track email campaigns  Telecommunications and Retail industry flavor content for SAP Hybris Marketing

Key Benefits  Target customers effectively and in real-time after understanding their sentiment and preferences  Create segmentation models in minutes  Ability to go live in 9 – 12 weeks  Ability to get single view of customer by collecting data from all sources using associated rapid data load for SAP Hybris Marketing  Ability to build predictive models to understand customer behavior  Implement Telecommunications-specific or Retail-specific scenario

For internal SAP and partner use only

Implementation Best Practices #5

SAP Hybris Marketing Rapid Data Load The solution provides predefined content to help with data integration (ability to load data from non-SAP business systems, social media, interaction and survey data) and golden record management (cleansing, enrichment, de-duplication and matching) for the SAP hybris Marketing solution.

https://service.sap.com/public/rds-dlh

Solution Highlights

Key Benefits

 SAP knows the data load requirements for the SAP Hybris Marketing better than anyone else. This knowledge reduces delays, duplication of information, and business problems that result from bad data quality or lack of knowledge of data requirements for SAP Hybris Marketing.

 Extend and enhance the quality of your customers' related data

 The solution is faster to deploy and easier to consume because of reduced complexity with predefined content. This predefined content includes pre-built mapping templates and jobs for SAP Data Services software, specifically built for the data load into SAP Hybris Marketing.

 Load data from social media channels such as Twitter, Google+, Facebook fan pages, and Excel based sources into SAP Hybris Marketing Data Management

 Map and load your customer's satisfaction survey data into SAP HANA to analyze it with SAP Hybris Marketing Insights  Extend your accounts with standard geocode data to use them in the SAP Hybris Marketing

 Load different kind of data sources (for example Adobe Analytics clickstream, emails) as interactions into SAP Hybris Marketing Data Management  Load contact data into SAP Hybris Marketing Data Management  Load "quality" data that matches, is enriched and duplicate free For internal SAP and partner use only

Implementation Best Practices #6

SAP Hybris Commerce – SAP ERP Integration This Rapid Deployment solution supports you to set up a best-of-breed omni-channel buying experience provided by the SAP hybris Commerce Suite with pre-configured integration to your SAP ERP business backend. The RDS provides content for best-practice B2B and B2C scenarios that can be used as a proof of concept or as an out-of-the box starting point for your project. The scenarios cover the replication of master data from ERP to the hybris Web shop, to check product availability, to call ERP pricing at check-out and to transfer sales orders created in the hybris Web shop to SAP ERP. Solution Highlights  Focus on designing the buying experience for your customers and your products whilst integration to the business back-end is out of the box  Consistent product and price information in all channels  Seamless business process integration between e-selling solution and logistic fulfillment

Key Benefits  Evaluate and build on preintegrated scenarios

 Efficient system setup and initial data replication  Consistent data across all channels  Recurring data synchronization across channels

https://service.sap.com/rds-hybris

For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Digital Services Sales and High-Volume Subscription Billing SAP Hybris Commerce Prices

Customer

Product Catalog

Consumer

Personalized Shopping Experience

Personalized Storefront

Personalized Recommendation

Personalized Offers

Segment Model

Recommendation Model

Offer Model

“ClickStream”

Order

Subscr. Contract

Target Groups and Campaigns Products Know your Customers

Business Partner

Real-time expenses

Real-time spent

SAP Hybris Billing

SAP Hybris Marketing

Pricing & Charging, Plans, Simulation

Customer Profile and Interactions

Product, Prices

Subscr. Contract

Core Enterprise Platform

SAP S/4HANA Enterprise* * While SAP S/4HANA represents the target digital core of a company, SAP Hybris solutions offer standard integrations with SAP ERP / CRM and open APIs to integrated with non-SAP as well.

Order

Business Ambition II: Develop your business further through highvolume, subscription billing and revenue management (sell digital services & content)

Contract

SAP CRM

For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Digital Services Sales and High-Volume Subscription Billing Experience SAP Hybris Billing: SAP Hybris Billing SAP Hybris Billing Overview

Session

Pricing Simulation

Session

Integration Billing – Commerce Integration

Session

openSAP course: https://open.sap.com/courses/hyb1

For internal SAP and partner use only

Implementation Best Practices #1

SAP Billing and Revenue Innovation Management The SAP Billing and Revenue Innovation Management solution enables you to define innovative tariffs and launch new business models quickly. With the rapid-deployment solution, you can set up a baseline solution for your specific implementation more quickly than a traditional approach allows.

http://service.sap.com/public/rds-brim

Solution Highlights

Key Benefits

 Quickly setup the baseline of SAP Billing and Revenue Innovation Management at a predictable price by:

This rapid-deployment solution helps you to quickly set up the baseline configuration for the SAP Billing and Revenue Innovation solution, which after completed implementation, allows you to:

 Connecting different products and components of the solution  Delivering E2E process configuration in the most commonly used solution areas  Setting up sample master data which allows to directly run the sample processes  Providing best-practices configuration which can build the foundation for the final production setup  The completely implemented SAP Billing and Revenue Innovation Management solution then will help you:  Launching new offers in hours, not weeks  Reducing operational costs by consolidating high-volume charging and billing operations  Reducing days sales outstanding (DSO) by 20% with efficient customer financial management

 Create and launch market-beating offers by marketing and sales faster than the competition  Enjoy a 360-degree view of the customer relationship with full detail for customer service, leading to quicker service and more satisfied customers  Gain comprehensive control for finance and billing of the entire order capture and billing chain with automated operation  Calculate and report flexible revenue share terms for partner management, in a timely and accurate manner For internal SAP and partner use only

Implementation Best Practices #2

SAP CRM The SAP CRM rapid-deployment solution brings together software and services to give you essential marketing, sales, and service functionality, powered by superior loading and reporting performance and real-time data access through the inmemory technology of SAP HANA.

https://service.sap.com/public/rds-crm

Solution Highlights  Up to 115x search performance  Full search flexibility

 No database indices required  Well-described solution  Integration with the SAP ERP application backend

Key Benefits  Fast, simple, and smooth automation of CRM processes

 Possibility for further enhancement and upgrading at any time  Reduced implementation costs and realization time

For internal SAP and partner use only

Implementation Best Practices #3

SAP CRM Service This rapid-deployment solution provides support for service agents and managers handling customer issues; field service planning, execution, and confirmation; complaints and returns management and solution selling. Preconfigured functionality and templates accelerate implementation time.

https://service.sap.com/public/rds-crm-service

Solution Highlights

Key Benefits

 Increase customer satisfaction through accessibility of all relevant information and efficient customer service

 Improve operational excellence

 Maximize the utilization of field service engineers by tracking service orders with real-time information

 Develop service team into a high performing organization

 Help field service professionals resolve problems in remote locations quickly and efficiently and improve first-visit resolution rates

 Ÿ Reduce costsŸ

 Reduce total cost of ownership through predefined standard integration into SAP ERP to support, for example, billing and financial reporting

 Ÿ Increase productivity and utilization of field engineersŸ  Ÿ Increase service efficiency  Increase service revenue

 Ÿ Increase customer satisfaction

For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Increase Revenue through Better Productivity of Sales & Service Teams SAP Hybris Commerce Prices

Customer

Product Catalog

Consumer

Personalized Shopping Experience

Personalized Storefront

Personalized Recommendation

Personalized Offers

Segment Model

Recommendation Model

Offer Model

System of Engagement

ASM** Mode “ClickStream”

Order

Quote

Ticket

Customer

Product

Business Ambition III: Increase sales pipeline & revenue with “hightouch” sales & service

Target Groups and Campaigns Products Know your Customers

Order

SAP Hybris Cloud for Customer

SAP Hybris Marketing Customer Profile and Interactions

Product, Prices

Business Partner

Core Enterprise Platform

SAP S/4HANA Enterprise* * While SAP S/4HANA represents the target digital core of a company, SAP Hybris solutions offer standard integrations with SAP ERP / CRM and open APIs to integrated with non-SAP as well.

Order

Quote

SAP CRM

Business Partner

Product

(if existing) ** ASM: Assisted Service Module to guide customers through complex purchase processes by providing real-time sales and service support within the same storefront they’re using. For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Increase Revenue through Better Productivity of Sales & Service Teams Experience SAP Hybris Sales & Service: SAP Hybris Sales SAP Hybris Sales Overview

Session

A Day in the Life of a Sales Manager

Session

A Day in the Life of a Sales Representative

Session

Industry Scenario: Retail Execution

Session

SAP Hybris Service

openSAP course: https://open.sap.com/courses/hyb1

SAP Hybris Service Overview

Session

Service Planning

Session

Service Dispatching

Session

Field Service Execution

Session

Integration

SAP Hybris Cloud for Customer Integration

Session

For internal SAP and partner use only

Implementation Best Practices #1

SAP Hybris Cloud for Customer – SAP Hybris Commerce

https://help.hybris.com/6.0.0/hcd/914cd3278df94d13ba328a1a45adfda2.html https://help.sap.com/cloud4customer Sign-up for Hybris Wiki first: https://crowd1.hybris.com/crowdcontrol/signup For internal SAP and partner use only

Implementation Best Practices #2

SAP Hybris Cloud for Customer Integration with SAP S/4HANA http://service.sap.com/bp-cfc-s4op http://service.sap.com/public/S4OP

https://help.sap.com/cloud4customer For internal SAP and partner use only

Implementation Best Practices #3

SAP Hybris Cloud for Customer Integration with SAP ERP/CRM https://service.sap.com/rds-cfc-int http://service.sap.com/rds-cfc-erp Please find more details regarding integration scenarios in the following C4C SCN blog

https://help.sap.com/cloud4customer For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Identify new Sales Opportunities through Digital Marketing Intelligence SAP Hybris Commerce Prices

Customer

Product Catalog

Consumer

Personalized Shopping Experience

Personalized Storefront

Personalized Recommendation

Personalized Offers

Segment Model

Recommendation Model

Offer Model

ASM** Mode “ClickStream”

System of Engagement

Order Quote

SAP Hybris Cloud for Customer

Order

Ticket

Customer

Product

Activity Lead

Target Groups and Campaigns Products Know your Customers

Ambition IV: Leverage digital marketing intelligence to enrich your pipeline

SAP Hybris Marketing Customer Profile and Interactions

Product, Prices

Business Partner

Core Enterprise Platform

SAP S/4HANA Enterprise* * While SAP S/4HANA represents the target digital core of a company, SAP Hybris solutions offer standard integrations with SAP ERP / CRM and open APIs to integrated with non-SAP as well.

Quote Order

SAP CRM

Business Partner

Product

(if existing)

** ASM: Assisted Service Module to guide customers through complex purchase processes by providing real-time sales and service support within the same storefront they’re using. For internal SAP and partner use only

Developing your Target SAP Hybris Front-Office Architecture Identify new Sales Opportunities through Digital Marketing Intelligence Experience SAP Hybris Sales, Service & Marketing Integration: SAP Hybris Sales SAP Hybris Sales Overview

Session

A Day in the Life of a Sales Manager

Session

A Day in the Life of a Sales Representative

Session

Industry Scenario: Retail Execution

Session

SAP Hybris Service

openSAP course: https://open.sap.com/courses/hyb1

SAP Hybris Service Overview

Session

Service Planning

Session

Service Dispatching

Session

Field Service Execution

Session

Integration SAP Hybris Marketing Integration

Session

SAP Hybris Cloud for Customer Integration

Session

Extensibility: SAP Hybris C4C & Marketing

Session

For internal SAP and partner use only

Implementation Best Practices

SAP Hybris Cloud for Customer – SAP Hybris Marketing

https://help.sap.com/saphelp_sapcloudforcustomer/en/SAP_Hybris/index.html https://service.sap.com/cloud4customer https://cloudintegration.hana.ondemand.com https://service.sap.com/public/S4MKT https://service.sap.com/rds-ymkt https://help.sap.com/cloud4customer

http://service.sap.com/rds-dlh

http://scn.sap.com/community/rds-hybris/blog/2016/07/15/how-to-extend-yourmarketing-solution-in-an-integrated-sap-hybris-cloud-for-customer-scenario For internal SAP and partner use only

THANK YOU