Development of SAP Mobile Applications with emphasis on SAP CRM using
Sybase Unwired Platform 2.0. Real life example from a customer pilot ...
Development of SAP Mobile Applications with emphasis on SAP CRM using Sybase Unwired Platform 2.0. Real life example from a customer pilot implementation of Mobile Application for Service Request Management (IPAD and SAP CRM). The presentation will contain a demo of the implemented solution, plus the experiences gained from this project.
Trond Pedersen ecenta Nordic AB
Agenda Introduction
Our experiences from a customer pilot implementation Q&A
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Who We Are ecenta Founded in 2000 by ex-SAP Employees Corporate HQ - Walldorf, Germany 180 Full-Time employees in 8 offices worldwide
Focus: CRM, BCM, MDM/ MDG, BI, BOBJ, SAP Financials, NetWeaver Over 200 Successful Implementations More than 140 SAP CRM Projects More than 50 SAP BI Projects More than 20 SAP BCM Projects More than 10 SAP NetWeaver MDM Projects and many more…
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Who We Are ecenta as a Partner of SAP Co-Innovation and Co-Development Partner with SAP
SAP is all we do
From CRM 3.1 to CRM 7.0 Ehp1
SAP Services Partner/Partner Edge Nearshore Partner CBI Partner for Mobility and EIM (not yet confirmed)
SAP as a Customer of ecenta Implementation of CRM@SAP for SME (Tele-Marketing & Tele-Sales) at SAP Germany Implementation of Accounting Interaction Center at SAP Shared Service Center in Prague Migration from Salesforce.com to SAP CRM at Sybase in GY and USA
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ecenta and Mobility
Due to our focus on CRM we are constantly exposed to Mobile requirements Field Sales Field Service Mobile workflow for Opportunity and pricing approvals
We do have substantial technical experience in UI development and data orchestration CRM Web UI, Web Dynpro, Java Server Pages, AJAX Netweaver Mobile
We have partnerships with several mobile platform vendors
SAP/Sybase, Syclo, Sky Technologies, Mowego
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Mobility Projects
Applied Materials, Santa Clara, CA
Sybase, Dublin, CA
Support of a PoC for Mobile Sales ecenta was responsible for CRM and Netweaver Mobile
Varian, Palo Alto, CA
Implementation of the “CRM for Mobile” joint solution by RIM and SAP Focus on Account/Contact + Opportunity Management Solution was later migrated to Sky Technologies
Support of mobile platform evaluation Scope: CRM Service, Mobile Workflow Vendors evaluated: Sybase, Syclo, Sky, MSC Mobile
Carl Zeiss, Germany
Implementation of CRM Sales and Service on Blackberry Sky Technologies is used as the mobile platform
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Current Mobility Projects (Sybase)
Tetra Pak, Sweden
Straumann, Switzerland
POC for a Mobile solution for Consignment stock check and transfer
SMSC, Hauppauge, NY
Mobile Sales 2.0 on iPhone & iPad
Allergan, Irvine, CA
Implementation of “Issue Resolution” (Field Service) on iPad
Mobile SFA to manage Accounts/Contacts and Design Win Opportunities
Procter & Gamble, Germany
PoC Mobile Sales to support Field Sales Visits at customers (hair saloons)
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Mobility - Market Potential
According to Gartner 70% of all workers will be mobile by 2012. Instead of issuing devices to their employees more and more companies are allowing the use of personal devices to access corporate data. This results in the requirement to provide mobile applications for multiple device types. Currently 80% of all mobile deployments are on Blackberry, this percentage is falling quickly with iPhone and Android growing the fastest. Substantial ROI for the following user groups:
Field Sales: According to the Yankee Group, reps spend 74% of their time on non– revenue-generating activities. Customer face-time can be increased significantly by reducing prep and admin time. Using a mobile device, a sales rep can get up-to-date information before walking into a customer meeting and update opportunities right after the meeting Managers: Due to their busy schedules managers are often bottlenecks in approval processes, which is especially time-critical for quote/price approvals. Using a mobile device managers can quickly review and approve workflow items anytime and anywhere.
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Tablets
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Mobile Application for Service Request Management Real Customer Example
Case study – Tetra Pak
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Types of Mobile Applications
Mobile Web Application
Native Client with Web Service
A web-based application, such as a BSP is written specifically to work with the integrated browser of the applicable devices (e.g. Safari Mobile for iPhone)
A frontend application needs to be developed using the device specific SDK (for example Java SDK with Blackberry Plug-In) Backend data is consumed in real time through web service calls
Native Client with data synchronization
Data is pushed to devices according to subscription Data is physically stored on device and therefore available in offline mode
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Issue Resolution - Vision
One common process and tools
Central storage Multiple users with a scalable solution
Range of users with varying user knowledge
E.g. Pareto analysis
Potential to open up to customers and suppliers
Easy and interactive interface for issue reporting by “calling” existing master data System views customized to user groups/categories
Tools supporting standard quality methods e.g. WCM
Start with approximately 100-200 users Full roll-out includes 1000+ users
Transparency of information in step 2 Data input possibilities in step 3
Possibility to import and export data for offline usage Off the shelf solution
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Issue Resolution - Advantages
Use of mobile device (e.g. iPad) instead of laptop to speed up data processing Data (issues) captured timely and not the next day Offline use when no internet connection Provide access to knowledge database and other CRM data in the field
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Sybase Unwired Platform
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Mobile app architecture with SUP
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SAP Mobile Sales for CRM Architecture
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Key Concepts The gateway facilitates the push message traffic to and from the Sybase DOE Connector Data is stored on DOE, not SUP cache DOE-C generates MBOs (Mobile Business Objects) and metadata from ESDMA (Entity Set Definition for Mobile Applications = data model document) Device code generated based on MBOs
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Issue Resolution – App Scope PoC
List open issues (Service Requests) Change of status Create new issue
Capture customer and serial no. via barcode reader Take picture of broken device with iPad camera
Knowledge search (Knowledge Articles and Enterprise Search)
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SAP/Sybase Mobility Apps
SAP aims to have 100 apps available in Q4 Available apps can be viewed at http://ecohub.sap.com/store/mobility/
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SAP Mobile Sales Business Partner Management Lead Management Activity Management Opportunity Management Order Management CRM Analytics and Reports Native Integration for Maps, Contacts, …
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SAP Mobile Sales - Activities
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SAP Mobile Sales - Opportunities
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SAP Mobile Sales – Account Data
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Why you need custom-made Apps!
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Mobile Application for Service Request Management Customer Demo
SAP Business Objects Explorer on iPad - DEMO SBOE Mobile Client
SAP BusinessObjects Explorer Web Application
SAP BusinessObjects Universe SAP BObj Enterprise
SAP CRM
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SAP NetWeaver BW
Agenda Introduction The Market for Mobile Solutions Types of Mobile Solutions Sybase Unwired Platform Customer Project: Service Request Management Lesson learned Q&A
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Learning's from the Project Learning's: User Interface design is key to user acceptance and success of project Need to have an intuitive, user-friendly design using Apple design standards New ideas for app UI and functionality are coming up with every new prototype Plan enough time for discussions with end user and to do UI prototyping
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Required Development Skills Development Project Project Manager ABAP Development MBO Development iOS Programmer for iPad and iPhone, C# for Windows Mobile, Java for Blackberry User Interface Designer
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Learning's from the Project Feedback from a “developer”
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Questions
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