Analyzing SAP Customer Experience with Sub-Business Processes and Dependencies

Let us start by reviewing the process for lead to cash in the B2B customer journey.

This diagram shows a process variant for lead to cash in the B2B customer journey with a direct sales motion. Defining this process ensures that all integrations will be in place to make the process a reality in SAP Sales Cloud and SAP S/4HANA Cloud.

SAP Sales Cloud covers most of the process steps, but especially in the last line, SAP S/4HANA Cloud is heavily used.

Lead to Opportunity

• Hand over marketing lead to sales, qualify sales potential, and convert leads to opportunities in SAP Sales Cloud.
• Use embedded machine learning for smart deal scoring in SAP Sales Cloud.

Opportunity to Quote

• The salesperson is assigned to an opportunity that scores high in SAP Sales Cloud.
• The salesperson receives a quote request and creates quote in SAP Sales Cloud.
• The salesperson gets intelligent upsell and cross-sell recommendations and predictive commissions during the quoting process in SAP Sales Cloud.
• They can access real-time customer-specific pricing, estimated delivery time (ATP), credit limit check from SAP S/4HANA Cloud.
• An appealing PDF quote document can be created in SAP Sales Cloud.

Quote to Order

• The customer accepts the quote.
• For a sales order, the supply chain fulfillment process is kicked off in SAP S/4HANA Cloud (pick, pack, ship). For a service order, the service fulfillment process is also triggered if required.

Order to Cash

• The customer receives the product and confirms delivery. A service technician installs the products, and the customer confirms installation.
• Depending on the payment option, customer payment is collected.
• Revenue is booked and posted to Finance, and revenue recognition is within SAP S/4HANA Cloud.

Now, let see how some of this process works in the systems. In this video, you will see the demonstration of integration process between opportunity in SAP Sales Cloud and quotation creation in SAP S/4HANA.

SAP Integration Technology

SAP integration technology enables the seamless connection between SAP Sales Cloud and SAP S/4HANA Cloud. This integration allows for the exchange of data and processes, ensuring a unified and consistent experience for the users.

More information: Overview | SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA | SAP Business Accelerator Hub

Let’s See What You’ve Learned:

• SAP Sales Cloud is used for lead to opportunity and opportunity to quote processes, while SAP S/4HANA Cloud is heavily used in the quote to order, order to cash, and revenue recognition processes.
• By leveraging integration technologies, organizations can achieve a unified view of their business processes, improve data consistency, and streamline operations across SAP Sales Cloud and SAP S/4HANA Cloud.