PUBLIC
Liane Geber, SAP SE
International SAP Conferences for Building Materials, Mining & Metals, Chemicals and Forest Products, Paper & Packaging , 2018
SAP Solutions for Customer Experience (SAP CX) focusing on Mill Products Companies
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The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP.
Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service
or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related
document, or to develop or release any functionality mentioned therein.
This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and
functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this
presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP
assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross
negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from
expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates,
and they should not be relied upon in making purchasing decisions.
Disclaimer
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Take away
• Understanding of SAP C/4HANA Solution offering
• With configurable products - “today and tomorrow”
• Answers
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“Shouldn’t I expect
the same level of service when I spend $50M with you,
as I do when I buy a $50 pair of shoes?”
BUSINESS OR
CONSUMER.
INTELLIGENT
CUSTOMER
EXPERIENCE
IS THE NEW
competitive
BATTLEGROUND
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TODAYS B2B CUSTOMERS IN Mill INDUSTRIES EXPECT A B2C EXPERIENCE
Customers and
channel partner
expect a seamless
experience
Outstanding
Service
Digital interactions
and ecommerceDigitally- driven
Social-
connected
Empowered
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B2C-LIKE
COMMERCE
MARGIN PRESSURE NEW BUSINESS
MODELS DRIVEN
BY TECHNOLOGY
OPERATIONAL
PERFORMANCE
From overcapacity,
commoditized products
B2C online commerce
redefines the rules
of service & fulfillment
Energy and resource
constraints
New player in the
market
TRADITIONAL MILL PRODUCS INDUSTRIES ARE UNDER PRESSURE
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DISRUPTION AHEAD
NOW.
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EMERGING SYSTEMS OF INTELLIGENCE
By 2018,
of enterprise and ISV
development will
include AI or ML. – IDC
75% By 2019, APIswill be the primary
mechanism
to connect data,
algorithms, and decision
services. – IDC
By 2019, natural-
language
generation will be a standard feature
of 90% of modern BI
platforms. – Gartner
Embedded machine
learning, analytics
providing built-in
guidance
Conversational
applications: the new
user experience
Artificial intelligence
and machine learning,
IoT, insights
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DIGITAL IS DRIVING DISRUPTIVE CHANGE
New Business Models Mobile
Value Chain Innovation Experience Anywhere
ioT
When Everything is
Smart & Connected
The Marketplace Effect
Traditional Channels
Under Attack
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Metal Business Models are in transition - Examples
Start-up Marketplace:
addressing small buyers
www.steel.online
Category: Raw
Materials Metals &
Alloys Steel
www.amazon.com
Service company: offering rolling,
storage and transport but not owner
of any processed material
www.precision-strip.com
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Severstal - Presentation of Sergey Dunaev today
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Salzgitter Mannesmann Line Pipe: Improving Internal
Collaboration with SAP® Hybris® Cloud for Sales
Company
Salzgitter Mannesmann
Line Pipe GmbH
Location
Siegen, Germany
Industry
Mill products
Products and Services
Steel piping for oil and gas,
utilities, and mechanical engineering
companies
Employees
552
Revenue
€178 Mio.
Website
www.smlp.eu
Partner
Sybit GmbH
www.sybit.de
Objectives
Replace existing project database
Optimize interdepartmental flow of information
Consolidate heterogeneous data sources
Accelerate creation of quotations
Why SAP® Hybris® solutions?
Simple integration of SAP® Hybris® Cloud for Sales solution with the SAP ERP application
Intuitive design
High solution availability and predictable overall costs
Data hosting in Germany
Resolution
Established seamless interaction between sales, technical consulting, and production planning with centralized opportunity management
Improved quality of information with help from Sybit GmbH
Provided access to customer and order data anywhere and anytime
Introduced accurate planning based on comprehensive data
Provided support to attribute various inquiries to a project
Simplified customer categorization with transparent inquiry history
Future plans
Accelerate workflows with SAP Jam™ Collaboration by integrating input material and freight purchasing processes
6%Increase in efficiency for sales region managers
4 weeksLess processing time required
for quotations
365 daysSystem access each year
“SAP Hybris Cloud for Sales helps our sales, technical consulting and production planning teams
work together far more efficiently to produce quotations, so we can respond to inquiries directly.
In our fiercely competitive market, that is an immensely important advantage.”
Johannes Runge, CIO, Salzgitter Mannesmann Line Pipe GmbH
45793 (16/09) This content is approved by the customer and may not be altered under any circumstances.
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Mohawk Industries: Delivering a Better Customer Experience
with SAP® Hybris® Cloud for Social Engagement
80%Of deals closed that
began by monitoring
and directing social
conversations
$8 millionIn revenue driven from
14,000 leads found on
social media channels
2 minutesRecord for closing a sale
initiated in response to a
customer tweet
Studio SAP | 36434 (16/04) This content is approved by the customer and may not be altered under any circumstances.
"SAP software transforms the way we do business by allowing us to listen and monitor online customer
conversations. With SAP Hybris Cloud for Social Engagement, we can facilitate the connection with our
customers and retail partners and improve our level of service, ultimately driving more revenue for Mohawk.”David Duncan, Senior Vice President, Mohawk Industries
Company
Mohawk Industries
Headquarters
Calhoun, Georgia
Industry
Mill products
Products and Services
Carpet, rugs, tile, stone,
laminate, and vinyl flooring
Employees
32,000
Revenue
US$8 billion
Web Site
www.mohawkflooring.com
Objectives
• Be the number-one flooring provider in the industry by providing the best products and customer experience
• Continue to innovate and drive revenue growth
• Drive more-meaningful online conversations and interactions with consumers
Why SAP® Hybris® solutions
SAP® Hybris® Cloud for Social Engagement solution, which helps better target marketing by monitoring social media
conversations to engage with customers
Resolution
Deployed SAP Hybris Cloud for Social Engagement to help find relevant messages across social media channels and
respond quickly to customer queries, needs, and concerns
Benefits
• Exceptional customer service by immediately responding to social inquiries
• Streamlined customer lead process followed by a seamless hand off to retail partners, helping close deals more quickly
• Better understanding of customer needs, helping tailor products and services to meet specific demands
• Deeper customer intelligence, enabling more-targeted campaigns and customer conversations
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DIGITAL IS CHANGING
EVERYTHING
CUSTOMERS
COMPETITION
THE WAY OF DOING BUSINESS
IN CONCLUSION
B2B Sales
has to develop
FURTHER.
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New Generationof CRM
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Unidentified to Identified
ContactLead Opportunity Quote
Customer Order
Contract / Order
ManagementFulfillment Invoicing*
SAP C/4HANA SAP S/4HANA
From Lead to Cash: Delivering what our competition can’t do
End to End Customer Experience * Agile billing solution in C/4HANA
Integration of Front Office (SAP C/4HANA) to Digital Core (SAP S/4HANA) to deliver end to end customer experiences
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
SAP Customer Experience – SAP C/4HANA
Built-in
Intelligence
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Customer Experience – Marketing Cloud
SAP Commerce Cloud SAP Sales Cloud SAP Service CloudSAP Marketing Cloud
SAP Marketing Cloud SAP Customer AttributionSAP Loyalty Marketing
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Customer Experience – Marketing Cloud
SAP Commerce Cloud SAP Sales Cloud SAP Service CloudSAP Marketing Cloud
Dynamic customer profile Understand performanceIndividualized personalization Modernize processes
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Sales Cloud SAP Service CloudSAP Marketing Cloud
SAP Customer Experience – Commerce Cloud
SAP Commerce Cloud
Industry-specificBuilt-in agility layer B2C, B2B, or B2B2C Pre-built integrations
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https://rapid.sap.com/bp/#/HYB_COM_S4H
SAP Best Practices for SAP S/4HANA integration with SAP Commerce SAP Hybris
https://rapid.sap.com/bp/#/HYB_COM_S4H
Commerce 1808
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Service CloudSAP Marketing Cloud SAP Commerce Cloud
SAP Customer Experience – Sales Cloud - Technology Suite
SAP Cloud for Customer SAP Revenue Cloud
SAP Sales Cloud
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Service CloudSAP Marketing Cloud SAP Commerce Cloud
SAP Customer Experience – Sales Cloud -
Createa connection
Incentivizesales to sell more
Sell right productat right price
Spendmore time selling
Monetize NewBusiness Models
SAP Sales Cloud
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Marketing
Campaigns
Email &
Calendar
Sales
Content
Configure
Price Quote
Commissions
Contract
Lifecycle
Management
Billing &
Revenue
Recognition
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SAP Sales Cloud Overview
SAP Leonardo (AI and Machine Learning)
Lead, Opportunity, Account Management
Intelligent
Forecasting
Sales Learning Sales ContentPartner Relationship
Management
Contract Lifecycle
Management (CLM)
Configure
Price Quote (CPQ)
Subscription Billing
& Revenue
Management
Sales Performance
Management
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud
SAP Customer Experience – Service Cloud
SAP Service Cloud
Motivate your
employeesCreate a full feedback
loop
Harmonize your service
processes
24/7 service with AI
chatbots
Create true
omnichannel
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
SAP Customer Experience – Service Cloud - Technology Suite
SAP Cloud for Customer SAP Customer Engagement Center
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP C/4HANA
SAP Customer Experience – Customer Data Cloud - Technology Suite
SAP Customer Data Cloud
Transparency
& Control (GDPR)Personalized
Omni-Channel Experience Unified Customer ProfileTrusted Customer
Relationship
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP C/4HANA
SAP Customer Experience Technology Suite
SAP Customer Data Cloud
SAP Customer Identity SAP Customer ProfileSAP Customer Consent
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
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Unified User Experience
Embedded Intelligence — SAP Leonardo
Extension Framework & Microservices Ecosystem — SAP Cloud Platform
SAP Customer Data Cloud
SAP C/4HANA
SAP Marketing Cloud SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud
SAP Customer Experience – SAP C/4HANA
Built-in
Intelligence
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ML Scenarios for SAP Hybris Sales Cloud
Understand the health of
your accounts and use
insights to engage in
account based selling and
nurturing.
Improve conversion rates
and focus on top of the
funnel prioritization using
scoring that is generated
from hundreds of signals
across internal SAP and
external data sources.
Account IntelligenceDeal IntelligencePredictive Sales
ForecastingLead Intelligence Sales Assistant
Build your organizations
top of the funnel by
searching external data
sources to create tailored
list of prospects. Reps.
can create profile to
proactively build out their
own unique prospect lists
Automatically
capture data using
Mobile and Bot
technology to aid
sales reps. and
sales managers in
deal execution.
Leverage
conversation UI
and automated
notifications
technologies to
follow-up and stay
on top of accounts
Improve win rates and
achieve quota targets by
focusing on deals with
high propensity of closing.
Accelerate sales
execution by aligning your
sales team’s efforts on
highly scored deals with
by understating the key
influencer signals for each
deal in each stage
Provides accurate
revenue forecast
predictions at a macro
level for sales leaders
looking to understand
trends in the sales
forecast segmented by
sales organizations, sales
rep, forecast category
Phased Delivery in 1708
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Machine Learning Roadmap
1708 1711 1802
Sales - Deal Intelligence
(Opportunity Scoring &
Opportunity Insights)
- Lead Intelligence (Lead Scoring
and Lead Insights)
- Account Intelligence (Account
Scoring and Account Insights)
- Sales Revenue Forecasting
SUBJECT TO CHANGE
Product Configuration
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What is CPQ? Solution Overview
• Select Products & Offers
Increase cross-sell & upsell
• Configure Products
Eliminate errors
• Price
Increase revenue & margins
• Generate Proposal/Offer
Create compelling offers fast
• Negotiate
Approvals processes drive discipline
• Managed by Business Users
Avoid waiting for IT help
• Analyze & Report
Ensure offers are effective
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SAP Sales Cloud
Big Picture – SAP CPQ Integrations
• Consistent Process between Frontend and
Backend
• Continue to use your VC configuration models
• Consistent configuration in all channels
• Automatic handover to manufacturing in SAP ERP
and SAP S/4HANA
• Faster GTM strategy - modeling in CPQ
SAP Commerce Cloud Other
C4C
CPQ
• Configuration
• Price Negotiation
• Guided Selling
• Modeling
• Product Catalog
• Quoting
• Incentives
• Approvals
• Proposals
• Contracts
• Product config add-on
for VC
• Deal Recommendation
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Backend
SAP Digital Configuration LifecycleBuilding Blocks from Frontend to Backend – Valid from the Past Until Today
E-Commerce
Quote-to-Order (CPQ)
Sales Force
Automation
EngineeringMTO, ETO
Order Management
Manufacturing
Supply Chain
Service
Asset Management
Catalog, Search
Configure, Price, CartCapture
Order
Quote Request
Lead, Opportunity,
PipelineConfigure, Price, Quote
Capture Order
Backend Sales & Manufacturing Configuration
Project Management
Billing
Product ConfigurationPricing
Solution ConfigurationProduct Configuration
Pricing Knowledge Base
Direct, Indirect Sales
End Customer, Channel Partner
Product configuration in SAP Commerce
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Product Configuration for SAP Hybris Commerce – Overview
Responsive Configuration UX
One UI across PC, tablet, phone
Guided Conflict Resolution
Easily understand conflicts and resolve them by changing values
Improved Data Replication
Delta Data Transfer
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Product Configuration for SAP Hybris Commerce – Overview
Configuration Summary
Summarize all options after configuration was completed
Images on Characteristic and Characteristic Value Level
Enrich characteristics and values in the Hybris backoffice
Maintain extended short text, or long text (since Hybris 5.4)
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Product Configuration for SAP Hybris Commerce – Overview
Embedded Analytics – Search for Configured Inventory
Search catalog for product variants with inventory by option; see similar variants while configuring, switch from configurable product to variant, and back
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Product Configuration for SAP Hybris Commerce – Overview
Sales Modeling for Business Users – Hybris Rules on top of Backend Model
Commerce Rules for Product Configuration (Drag & Drop)
▪ Easily hide unwanted options, values, set different defaults, or set options to “read only”
▪ Display messages (header or characteristic level)
▪ Limit rules to specific customer, customer group, user group (sales rep vs customer), store (country)
▪ Supports single- and multi-level configuration models.
▪ Value help for characteristics/values
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Customer Experience for Configurable Products – E-CommerceSAP Product Configuration, SAP Commerce Cloud, SAP ERP or SAP S/4HANA
SAP Commerce Cloud
Catalog, SearchConfigure, Option Pricing,
Option Popularity
Quotation
Create Order
SAP Cloud
Platform
Product Configuration service
Pricing Service
Product Configuration Intelligence service
VC / Advanced VC ModelsSAP S/4HANA
or SAP ERP
Historic sales orders with configuration
Model KBs SD Pricing
Sales Order Fulfillment
VC or Advanced VC
End Customer
Replicate
Sales Rep
Quote Request
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Customer Experience for Configurable Products – E-CommerceSAP Product Configuration, on-premise edition, SAP Hybris Commerce, SAP ERP or SAP S/4HANA
SAP Hybris Commerce
Catalog, SearchConfigure, Option Pricing,
Option Popularity
Quotation
Create Order
Configuration and Pricing Engine (SSC)
VC ModelsSAP S/4HANA
or SAP ERP
Model KBs SD Pricing
Sales Order Fulfillment
with VC
End Customer
Sales Rep
Quote Request
Replicate
SAP Product Configuration
Roadmap and Cloud Strategy
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Request for Quote Check Quote
Prepare QuoteGet Quote Approval
Release Quote
Accept QuoteReject Quote Customer Order
Status Update
SAP Commerce Cloud
SAP CPQ
Fully integrated process example
RFQ in Commerce, quoting in CPQ, fulfillment in ERP or S/4HANA
Planned
Innovation
(Sales) Order
SAP
Product
Config.
VC integration
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Pure cloud software from end to end
Browser
Commerce (on premise)
• Java Server Pages for UI
• Commerce Frameworks
• Integrated configuration
Engine
• Data Hub and Dataloader
for data replication
Browser
• Angular JS UI
SAP Cloud
▪ Commerce Services
▪ Cloud Platform Services
▪ Sales Cloud Services
▪ SAP Cloud Platform Integration
and SDI for data replication
New
Arc
hitectu
re
Past
Arc
hitectu
re
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What it means for SAP Product Configuration wrt order management
Synchronous Order Management
SAP Commerce Cloud keeps an ERP Sales Order
You get the power from ERP with every click (prices, ATP)
You need to wait for ERP with every click
Asynchronous Order Management
SAP Commerce Cloud does its own pricing and ATP (simple)
During checkout, SAP Commerce Cloud creates an order
but doesn’t wait for ERP.
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• Partially configured product variants
• Synchronous pricing in AOM in the catalog
• Process integration SAP Commerce Cloud SAP
CPQ for VC products
• Integration into SAP Commerce Cloud V2
support migration from Commerce Data Hub to
SCPI
• Developer goodie: Maintain longtexts for
characteristics values in Backoffice and use them
right in the UI
Highlights in SAP Commerce Cloud 1811 (planned RTC: November 2018)
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Customer Experience for Configurable Products – Omni-ChannelSAP Product Configuration, SAP Commerce Cloud, SAP Sales Cloud CPQ, SAP ERP or SAP S/4HANA
SAP Commerce Cloud
SAP Sales Cloud, CPQ
Catalog, SearchIntelligent
Product Selection
Configure, 3D,
Option Pricing Request Quote
Manage Lead,
Opportunity
Complete
Configuration
SAP Sales Cloud, SFA (C4C)
Generate Proposal
Create Order
SAP Cloud
Platform
Product Configuration service
Pricing Service
Product Configuration Intelligence service
VC / Advanced VC ModelsSAP S/4HANA
or SAP ERP
Historic configurations: Orders, production, material variants,
equipments, vehicles, …
Model KBs SD Pricing
Sales Order Fulfillment
VC or Advanced VC
End Customer
Quote Pricing, Costing,
Margin, Commission
Approval Workflow,
Release Quote
Sales Rep
Replicate
Thank you.
Liane Geber
Solution Management
IBU Mill Products & Mining
SAP SE
YOUR CUSTOMERS HAVE CHANGED