SAP Web Channel Experience Management- A New Solution PDF Free Download

2y ago

48 Views

1 Downloads

5.50 MB

30 Pages

Report/dmca

Download PDF

Transcription

SAP Web Channel Experience ManagementA New SolutionApril 2012Alexandra Linde-Dunmire – Customer Solution Adoption

DisclaimerThe information in this document is confidential and proprietary to SAP and may not be disclosed without thepermission of SAP. This document is not subject to your license agreement or any other service orsubscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in thisdocument or any related presentation, or to develop or release any functionality mentioned therein. Thisdocument, or any related presentation and SAP's strategy and possible future developments, products and orplatforms directions and functionality are all subject to change and may be changed by SAP at any time forany reason without notice. The information on this document is not a commitment, promise or legal obligationto deliver any material, code or functionality. This document is provided without a warranty of any kind, eitherexpress or implied, including but not limited to, the implied warranties of merchantability, fitness for a particularpurpose, or non-infringement. This document is for informational purposes and may not be incorporated into acontract. SAP assumes no responsibility for errors or omissions in this document, except if such damageswere caused by SAP intentionally or grossly negligent.All forward-looking statements are subject to various risks and uncertainties that could cause actual results todiffer 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 makingpurchasing decisions. 2011 SAP AG. All rights reserved.2

AGENDASAP Multi Channel Overview and General StrategySAP Web Channel Experience Management SolutionSAP Web Channel Experience Management Solution EcosystemDemoQuestions 2011 SAP AG. All rights reserved.3

SAP Multi Channel Overview and GeneralStrategy

Today’s customers are empowered like never beforeDemocratizationof informationTransparencySocial networkingand communitiesVariety oftouch pointsCustomerImplications 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 2011 SAP AG. All rights reserved.5

Multi Channel Is Your Face To Your Customers,Inviting Them Into Your Existing Business ProcessesOnlineWebStoreMobileCollect & Target Sales & MarketingPlanningCustomerSegmentationProducts & PricingKioskStorePartnerContact CenterSocial MediaPartnerNetworkPhone, E-Mail,Chat, FaxCommunities,etc.Decide & Execute Personalized &contextualized contentMulti ChannelCampaignsLoyalty ManagementOrder ManagementOrder FulfillmentService ProcessesMeasure, Learn &Optimize Cross-ChannelVisibility & InsightMulti ChannelPerformanceReal-time analyticsInsight to ActionMulti Channel Foundation 2011 SAP AG. All rights reserved.6

Strong Investment in the Web ChannelSAP’s Next Generation Web Channel SolutionSAP CRM Web ChannelEnablementProven Web channel solution with a10 year history including strongcustomer momentum across industries 2011 SAP AG. All rights reserved.NewSAP Web Channel ExperienceManagementMajor investment building a new Webchannel platform and solution built fromthe ground up using the latest Webstandards and functionality7

SAP Web Channel Experience Management (WCEM)provides a complete range of Web channel processesLeverage the Internet as a valuablesales, marketing and service channelfor businesses and consumersWeb mmerceE-ServiceE-ServiceE-CommerceWeb Channel Analytics 2011 SAP AG. All rights reserved.11

Ready-To-Run Solution Building On The EnterpriseEcosystemCRM Predefined best practiceprocesses Standard UI andnavigation flow Multi-language, multicurrency Run multiple applicationson one platform Fully tested applicationtemplates (security,accessibility, )Covered by maintenancecontractBuilt-in enhancementconcept 2011 SAP AG. All rights dationsLoyalty ManagementWeb ChannelPages & ViewsStyling & ulingSCMReturnsProcessing12

SAP Web Channel Experience ManagementDeployment OptionsSAP Web Channel ExperienceManagement, version for SAP CRMProvide customers with a fully integratedWeb experience with consistency acrossall touch pointsE-CommerceE-MarketingE-ServiceSAP Web Channel ExperienceManagement, version for SAP ERP *E-CommerceEnable E-Commerce with SAP ERPwithout the need for a full SAP CRMimplementation 2011 SAP AG. All rights reserved.13

SAP Web Channel Experience ManagementSolution

Web Channel Experience Management Solution TimelineSAP WCEM 1.0 wasreleased in July 2011GA: 15.04.2012SAP WCEM 2.0Planned RTC: 23.04.20122011 2011 SAP AG. All rights reserved.2012SAP WCEM 3.0 planned tobe released end of 2012201316

Web Channel Experience Management 1.0 OverviewE-Marketing and E-CommerceProduct Catalog Personalization Navigation modes Email and Web Campaigns Multiple views Catalog Management Pricing Methods Product Ratings and Reviews Product Availability Order Management Product Details Check out Profiles & Payment Store Locator SearchWeb ChannelAnalyticsCustomer Free Goods My AccountE-MarketingE-ServiceE-CommerceUser Management Login options Self- RegistrationE-Service Customer Profile Knowledge Management Roles & Authorizations Community Forums Complaints and Returns Service Request Management Service Contract Product Registration 2011 SAP AG. All rights reserved.17

Web Channel Experience Management 2.0HighlightsCatalog Improved catalog navigation via products filtersColor, size, and style support for fashion articlesReal time availability check on product detail pageSorting of products based on price and ratingsE-Commerce Gift Cards Wish Lists Graphical Map integration with Store LocatorStore availability on product detail pageIn store pickup – store selector and order integrationCheckout as unregistered user E-Marketing Loyalty ManagementAdvanced Product RecommendationsE-Service Installed Base supportService Contracts in Service Request and Complaints & Returns Live assistance (Chat) 2011 SAP AG. All rights reserved.RKT18

Web Channel Experience Management 2.0Continuous ImprovementsUser Management Contact User (B2B User)Deviating names in additional addressesArchitecture ERP product catalog with TREX supported with ERP backendSupport of backend cart in with ERPUpgrade to JSF 2.0 release Multi browser-window /-tab support 2011 SAP AG. All rights reserved.RKT19

2011 SAP AG. All rights reserved.SAP NetWeaverAS Java 7.30SAP Web ChannelApplicationsSAP Web ChannelFrameworkERPFirewallFirewallSAP Web DispatcherInternetFirewallWeb Channel Experience ManagementNetwork n:Portsopen:Portsopen:- http- https- http- https- RFC- IPRKT20

Web Channel Experience ManagementSystem LandscapeClientsOnly browser neededOptional externalcomponentsWeb ChannelSAP NWDIJava ServerJavaExternal eWeb AS Java7.30WebChannelModulesExternalContent MgmtBCM (Chat, LiveAssistance, )Web AS Java 7.30PaymentProviderDatabase DatabaseSAP ERP 6.05SAP PI 2011 SAP AG. All rights reserved.SAP CRM 7.01SAP BISAPMDMOnly for data transfer from ERP to MDMRKT21

Web Channel Experience ManagementRuntime vs. DesigntimeInternet /IntranetRuntime EnvironmentDesigntime EnvironmentSAP NetWeaverDeveloper StudioSAP NetWeaver AS JavaSAP NetWeaverDevelopmentInfrastructureConfigurationWeb ChannelWorkbenchDesign TimeRepository (DTR)Web ChannelCore FrameworkServicesUI & InteractionLayerdeployBusiness Object LayerComponent BuildService (CBS)Backend Object LayerName ServiceSystem LandscapeDirectory (SLD) 2011 SAP AG. All rights reserved.ERPRKT24

SAP Web Channel Experience ManagementEcosystem

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 pipelineof 20 to 50 customers Online Scoping Document for WCEM 2.0 Ramp-Up available on March26th, 2012 Ramp-Up for SAP WCEM 2.0 starts on April 23rd, 2012

SAP Web Channel Experience Management2.0 Sneak Preview

QUESTIONS?

Thank You!Alexandra Linde-DunmireCustomer Solution AdoptionEmail: alexandra.linde-dunmire@sap.com

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