Customer Management Options
with S/4HANA
MARCH 2018
Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
1 Current State
Customer Service / Interaction Center
2 Possible Options
S/4HANA & SAP Hybris
3 Key Takeaways
4 Next Steps
2 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
SAP Digital Business Framework
3 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Current State: SAP CRM
KEY TRENDS, CUSTOMER NEEDS, AND VALUE PROPOSITION
4 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Current State: SAP CRM
PRODUCT PORTFOLIO AREAS OF FUTURE INVESTMENT
5 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
What’s The Next Move?
CUSTOMER SERVICE
6 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Utegration’s POV
CUSTOMER SERVICE
7 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Approaches
CUSTOMER SERVICE
Transform
Leveraging Front Office
Capabilities in Hybris
Evolve Consolidate
Existing SAP CRM Customers*
S/4HANA Enterprise
Management
8 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Evolve: S/4HANA Digital Core
EVOLVING TO S/4HANA DIGITAL CORE
*This is the current state of planning and may be changed by SAP at any time
9 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Transform: CS Installed-base
TRANSFORMING EXISTING CS FUNCTIONS IN ISU TO SAP C4C
*This is the current state of planning and may be changed by SAP at any time
10 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Transform: SAP CRM installed-base
TRANSFORMING THE FRONT & BACK-OFFICE
*This is the current state of planning and may be changed by SAP at any time
11 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA
*This is the current state of planning and may be changed by SAP at any time
12 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA
*This is the current state of planning and may be changed by SAP at any time
13 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA
*This is the current state of planning and may be changed by SAP at any time
14 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA
*This is the current state of planning and may be changed by SAP at any time
15 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
CONSOLIDATING EXISTING SAP CRM CUSTOMER TO SAP S/4HANA
*This is the current state of planning and may be changed by SAP at any time
16 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Consolidate: SAP S/4HANA for Customer Mgmt.
WHEN IT IS AN OPTION?
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Key Takeaways
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Decision and Possible Options for Customer Service
CLOUD
ON PREMISE
S/4HANA Enterprise
ECC 6 (CIC0)
Management
*This is the current state of planning and may be changed by SAP at any time
19 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Decision and Possible Options for Customer Service
No
Regulatory /
CLOUD
Security
Restrictions
Yes
Mobilize Yes
No No
Highly
ON PREMISE
Customized Yes
Decision Customer Mgmt.
Add-on
CRM 7 S/4HANA Enterprise
ECC 6
Management
Option:
Option:Transform
Consolidate
Evolve
*This is the current state of planning and may be changed by SAP at any time
20 Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
Thank You
Jimmy Leong
Jimmy.Leong@Utegration.com
www.utegration.com
Proprietary and Confidential. Not to be distributed or reproduced without permission from Utegration.
