CRM Middle Ware Over

mySAP CRM
Overview Presentation:
CRM Middleware
(Release 4.0)
Content
Introduction
Overview mySAP CRM Middleware CRM Middleware within mySAP CRM
Technical Capability Back End Integration Technical Capability Groupware Integration Technical Capability Mobile Client Synchronization Technical Capability Cross-Component Monitoring
Technology
Conclusion
SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 2

Subject to change without notice
Content
Introduction
Technology
Conclusion

mySAP CRM Release Roadmap 2002 / 2003
mySAP CRM 4.0
mySAP CRM 3.x

Complete operational multi-channel CRM Support of Connected customer-centric end-toend processes across the
Leading Edge scenarios for numerous Industries
Industry-specific
Centric Roles Enhanced CRM Core Functionality for Marketing,

Sales, Service and Analytics
Interaction
People-
mySAP.com e-Business platform

Leading
Client
Center Web
CRM Analytics CRM - Ease of
Collaborative
People-Centric
Channel Management scenario
use through preconfigured roles for Employees, Customers, Partners

Customer Centric E-Business with mySAP CRM
The Solution is Complete

Rich Functionality and Supporting Capabilities

Multi Channel Customer Interactions with mySAP CRM
mySAP CRM Technology and Architecture

Drives mySAP CRM as the Most Advanced CRM Solution in the Market
CRM Middleware
Seamless Back End Integration
Groupware Integration
Mobile Client Synchronization System Landscape Data Integrity

Content
Introduction
Technology
Conclusion

Challenges in CRM Middleware

Challenge I
Integration into existing system landscapes Data exchange with different R/3 Releases and non-SAP systems Initial Loads (high data volumes) and Delta Loads (real-time)
Challenge II
Integration with Groupware solutions
Challenge III
Mobile Client synchronization Fast deployment of Mobile Clients
Challenge IV
Data Integrity Management for the components of the system landscape

Business Value of mySAP CRM CRM Middleware

Built-in integration of mySAP CRM with all SAP R/3 releases guarantees investment protection Ready-to-run Groupware integration provides Groupware users with CRM data Powerful synchronization services for large mobile sales forces Data integrity management guarantees high data quality
Proactive cross-component monitoring reduces the Total Cost of Ownership (TCO)

Analyst and Customer Quotes
For complete e-business integration, the front office must coordinate with back-office business functions, such as finance, operations, supply chain, logistics, and human resources. Furthermore, the enterprise must link to external partners, suppliers, and distributors.
(Meta Group, 3/2001)
META Group estimates that integration costs account for nearly 60% of an average CRM projects overall cost.
(Meta Group, 2/2001)

Content
Introduction
Technology
Conclusion

mySAP CRM CRM Middleware Offerings I

Technical Capability I Back End Integration
Deep integration with Back End systems for pricing calculations and order execution Build-in integration with R/3 Back End systems (R/3 releases 3.1i Enterprise) XML / SOAP interface for non-SAP systems
Technical Capability II Groupware Integration

Message-based integration with Groupware server (MS Exchange, Lotus Domino) Bi-directional data exchange of contacts, activities and tasks Full integration with the workforce management application

mySAP CRM CRM Middleware Offerings II

Technical Capability III Mobile Client Synchronization
Publish-subscribe concept Realignment and object dependencies Fast deployment of Mobile Clients
Technical Capability IV Cross-Component Monitoring

Monitor entire business processes across system boundaries Centralized proactive monitoring Full Computer Center Management System (CCMS) integration Sophisticated cross-component data integrity management

Content
Introduction
Technology
Conclusion

Back End Integration

Real-time Back End Integration
2 Interaction Center
E-Selling / E-Service 1
Customer
2 R/3 Back End
2 Non-SAP ERP System

Back End Integration Features

Built-in integration with all major SAP R/3 releases Openness through XML / SOAP interfaces for non-SAP systems Highly scalable Initial Load optimized for high data volumes Event-triggered Delta Load optimized for real-time data exchange Full Unicode support, for example, multiple languages may be used simultaneously

Back End Integration Benefits

Built-in R/3 Back End integration reduces implementation costs Deep integration enables demanding business processes spanning multiple systems SAP CRM can be plugged into existing EAI landscapes CRM server and R/3 Back End may be upgraded independently

Content
Introduction
Technology
Conclusion

Groupware Solutions Overview

Groupware Solutions
Groupware is a technology designed to facilitate the work of groups. This technology may be used to communicate, cooperate, coordinate, ...
Groupware Functionality
E-mail Group calendaring and scheduling Group contact and task management
Document sharing
...

Groupware Integration
CRM Scenarios
CRM Activity Management Tasks and Appointments in GW CRM Business Partners / Accounts Contacts in GW
Synchronization
Between SAP CRM and Groupware
Groupware Clients
Online & Offline
SAP CRM Server
Groupware Server

Groupware Integration Features

Real-time data exchange between CRM applications and the Groupware server Support of MS Exchange 2000 and Lotus Domino 5.0X CRM Business Partner / Accounts are visible as contacts within the Groupware Solution CRM Activities are represented as tasks or appointments in the Groupware Solution

Groupware Integration Benefits

Groupware solutions are used in almost every company Integration between CRM and the Groupware server is transparent to the users Real-time data exchange Access CRM data from the Groupware client, for example, MS Outlook or Lotus Notes, on different devices, for example, PC, Laptop or PDA
Users are familiar with Groupware clients

Content
Introduction
Technology
Conclusion

Mobile Client Synchronization

Customer A realignment process for Mobile Clients Germany Call 2 Germany United States 1 4 United States Sales Rep. 2 Sales Rep. 1
Contact Center
Germany
3 United States
Mobile Client Synchronization Features

Replication via publications / subscriptions Filtered und unfiltered replication Realignment
Automatic realignment Scheduled realignment
Support of dependencies between objects
Backup and recovery of mobile clients

Fast deployment of laptops

Mobile Client Synchronization Benefits

Mobile users just get the data that they really need Fast data synchronization for mobile users Temporary assignment of one or more replacements Fast deployment of the mySAP Field Sales solution

Content
Introduction
Technology
Conclusion

Cross-Component Administration and Monitoring

Centralized Administration using Administration Console
Object Types
Subscriptions
Sites
Employees Organizations
Automated Administration
Generation of subscriptions Generation of sites
Benefit: Reduced total cost of ownership

Cross-Component Administration and Monitoring

Centralized Monitoring via the Monitoring Cockpit
Proactive Infrastructure Monitoring
Generation information Runtime information System settings Performance statistics Background jobs
Error Notification
Queues Physical connections Laptop data sync
Integrated Alert Monitoring Benefit: Reduced total cost of ownership

Data Integrity Management Features

Framework to compare and resynchronize databases by business objects Compare of business objects
Object instance level compare
Field level compare

Load of missing objects Request out-of-sync objects
Synchronization

SAP R/3 Back End
CRM Server
Compare
Non-SAP Back End (not in standard, enhanceable)

Cross-Component Management Features

Centralized overall system landscape monitoring with Monitoring Cockpit Centralized replication administration with Administration Console Cross-component data consistency with Data Integrity Manager Alert monitoring with full integration into the Computer Center Management System (CCMS)

Cross-Component Management Benefits

Centralized administration and monitoring of the system landscape Proactive monitoring Low Total Cost of Ownership (TCO)

Content
Introduction
Technology
Conclusion

Architecture mySAP CRM Architectural Layers
Mobile Client Mobile Presentation Mobile CRM Applications
Online Clients
Client
Portal
Presentation Layer
Application & Database Layer
CRM
BW
R/3
CRM Middleware / Exchange Infrastructure / Mobile Client Synchronization
...
Synchronization & Messaging Layer

Architecture CRM Server

The CRM Middleware
Is an integral part of the CRM Server Is the message hub
CRM Server CRM Middleware

Groupware Adapter
External Interface Adapter
CRM Server Applications

Interaction Center Internet Sales Marketing Planning Campaign Mgmt. ...
Requires
No extra software No extra installation No extra server
CRM Adapter (Validation Service)
R/3 Adapter BW Adapter Mobile Client Adapter
Benefit: Reduced integration costs
SAP Web Application Server
CRM Database

Content
Introduction
Technology
Conclusion

SAP CRM Customer Statistics

mySAP CRM - Customers By IBS
Public Services Financial Services 2% Service Industries 26% 5% not assigned 1%
Process
Industries 18%
Discrete
Industries Retail 6% Consumer Products 16% 26%
For actual information please visit SAPNet Alias: /CIN

Source: CMI, January 8, 2002
Customer-Centric E-Business for Todays Enterprise
mySAP CRM

mySAP Business Suite The Solution for the Extended Enterprise

Engineering Partner
Supplier Relationship Management Engineering Collaboration
PLM
Customer
SRM Human Capital Mgmt Financial Mgmt CRM
Admin. & Operations
Supplier
SCM
Customer Relationship Management
SAP NetWeaver Business Platform

Supply Chain Collaboration
Supply Chain Partner

Quotations
Model for most rugged architecture:
SAP
(Gartner, March 2002)
...and more than 1500 customers

Contact & Further Information

SAP External
SAP Public Web : /CRM-TECH Business Integration
Integration Technology Integration Broker
SAP Service Marketplace :

/CRM Solution Overview and Details Architecture and Technology
Business Integration Integration Technology Integration Broker

http://help.sap.com
Further info : Development News
SAP Internal
SAPNet : CRM-MW-INTERNAL Further info : SOD


CRM Middle Ware Over

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

CRM Middle Ware Over

Uploaded by

Copyright:

Available Formats

mySAP CRM

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 2

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 3

mySAP CRM Release Roadmap 2002 / 2003

mySAP CRM 4.0

mySAP CRM 3.x

Leading Edge scenarios for numerous Industries

Centric Roles Enhanced CRM Core Functionality for Marketing,

mySAP.com e-Business platform

CRM Analytics CRM - Ease of

Channel Management scenario

use through preconfigured roles for Employees, Customers, Partners

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 4

Customer Centric E-Business with mySAP CRM

The Solution is Complete

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 5

Multi Channel Customer Interactions with mySAP CRM

mySAP CRM Technology and Architecture

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 6

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 7

Challenges in CRM Middleware

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 8

Business Value of mySAP CRM CRM Middleware

Proactive cross-component monitoring reduces the Total Cost of Ownership (TCO)

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 9

Analyst and Customer Quotes

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 10

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 11

mySAP CRM CRM Middleware Offerings I

Technical Capability II Groupware Integration

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 12

mySAP CRM CRM Middleware Offerings II

Technical Capability IV Cross-Component Monitoring

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 13

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 14

Back End Integration

2 R/3 Back End

2 Non-SAP ERP System

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 15

Back End Integration Features

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 16

Back End Integration Benefits

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 17

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 18

Groupware Solutions Overview

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 19

Online & Offline

SAP CRM Server

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 20

Groupware Integration Features

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 21

Groupware Integration Benefits

Users are familiar with Groupware clients

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 22

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 23

Mobile Client Synchronization

Mobile Client Synchronization Features

Support of dependencies between objects

Backup and recovery of mobile clients

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 25

Mobile Client Synchronization Benefits

SAP AG 2003, mySAP CRM Overview Presentation: CRM Middleware / 26