Name: Bring Customer Context to SAP S/4 HANA Business Processes - Customer Data Platform
Uploaded: 2023-6-5
Duration: 382 s
Description: In this video, you will learn how SAP Customer Data Platform can bring customer context to SAP S/4 HANA business processes. You can view the documentation on the SAP Help Portal for more details:Integration with SAP S/4HANA via SAP Cloud Integration | SAP Help Portal

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<div><div><div><div>In this video, you will learn how SAP Customer Data Platform can bring customer context to SAP S/4 HANA business processes. <br><br>You can view the documentation on the SAP Help Portal for more details:<br><a target="_blank" rel="nofollow noopener noreferrer" href="https://help.sap.com/docs/customer-data-platform/user-guide/integration-with-sap-s-4hana-via-sap-cloud-integration?q=s%2F4%20HANA">Integration with SAP S/4HANA via SAP Cloud Integration | SAP Help Portal</a><br></div></div></div></div>

Bring Customer Context to SAP S/4 HANA Business Processes - Customer Data Platform

Welcome to this video on how  SAP Customer Data Platform can bring  customer context to  SAP S/4 HANA business processes.  As world-class customer experience is largely  driven by decisions made in  the back-office S/4, it is critically important  that S/4 processes account for the value of  the customer, as well as the context  of the customer relationship.  For example, do you really want to de-prioritize  a small production order for a customer that is about to sign a multi-million-dollar  service order?  Would you prioritize limited inventory for a customer who is a churn risk? Maybe you want to change your dunning  procedure for a High Lifetime Value customer? SAP Customer Data Platform helps achieve the following business goals:  Connect separate data to provide a complete view of customers.  A digital transition with proactive service that  enables new business models, and revenue  streams with a short time to market.  Accuracy and consistency across all customer  touchpoints ensuring a relevant, personalized,  and consensual experience every time.  Omnichannel case management capabilities  with truly intuitive and guided workflows.  A proven enterprise-grade solution with a truly global presence.  Customer experiences are often impacted by  decisions made by people, processes, and  applications in the back office.  Think about delayed shipments, unfulfilled  orders or prioritizing one customer over another  for manufacturing or service.   Any of these experiences would be  negative for a customer.  But the decisions that impact customers are  being made in the back office with no regard for who the customer really is.  The context of the customer relationship with  the company is not being considered when  decisions are being made in the back-office  that impact the customer experience.  For example, before a company decides to not  fulfill a customer order, do they know what that  customer’s LTV or Lifetime Value is?    What about churn risk? Maybe this is a high-value customer that the company had been chasing for years.   Do you really want to cancel their first order?   Maybe the customer has a large service  contract up for renewal, in a B2B scenario.  Maybe the customer is a social influencer.  This can be true for both B2C and B2B. These are just some of the issues that a  company might want to consider when making  decisions in the back-office that will impact the customer experience.  Putting the customer at the center of all your  business decisions means exposing customer  data to all of your business processes  and applications.  Real-Time Unified Customer Profile enables:  Customers to get a consistent experience,  regardless of the channel of interaction.  Businesses to have transparency across  the board, facilitating smarter decisions and making it possible to identify the most  profitable way to engage with the customer.  SAP Customer Data Platform can ingest  customer activity and profile data from almost  any data source – SAP or non-SAP –  and then activate that data in other applications  to orchestrate a contextualized  customer experience.  Here is a use case where retailers typically are  unable to use customer profitability to create segments.  Consider the two customers on the slide:  One customer buys 3 pairs of jeans annually  and keeps all 3 pairs.   The other customer typically buys 10 pairs of  jeans annually but returns 9 of them.   It is clear which customer is profitable  and which is not.   Companies will want to target  the more profitable customers with promotions  and new products.  So, we take different actions for each  of these customers, even though they are  both platinum members:  Customer 1 is included in all marketing  campaigns and promotions targeting  Platinum customers.  Customer 2 is targeted only for in-store offers,  since she returns most of what she buys online.  Let’s see in action the configuration made  in the CDP connector for S/4 HANA.  First, go to Sources under Connect.  Then click on the Connect Application.  It opens the Application Library which shows all  the out of the box integrations  that are available for CDP.    Here you can see S/4 HANA integration.  Click on Connect to create an application.  Give it a Name and click Create.  On the next screen you will see the supported  events and what we can get from S/4 HANA.  For example, we have here Get Bulk Orders,  Get Bulk Returns, Get Delivery,  and Get Invoices which are in S/4 HANA.  To see how it looks like, let’s edit  the Get Bulk Order connector.  In step 1, the first screen is the same  for every CDP Integration.  In step 2, you see the Model screen.  It shows all the fields which you can get from  S/4 HANA for the Order integration.  Step 3 is the Matching Rule Mapping screen.  Let me open another Application which I have  configured before, to show you how  the mapping would look like.   Here the CDP user can choose to map  the fields received from S/4 to CDP.  Part of the mapping is the Match and Merge .  rules which is used for the identity resolution.  In this example, we can see that we are  mapping BusinessPartnerID to CDP masterDataId.  We are also mapping the EmailAddress field to the primaryEmail field of CDP.  In step 4, on the Schema Mapping screen,  you can see the S/4 HANA fields  being mapped to the CDP fields.  Here you can see the fields mapped  out of the box.  As you can see, we have mapped  around 225 fields.  On the left, are the fields coming from S/4  and this is how we map them to CDP.   Once the mapping is done, the next step is  to finish the configuration, and include the URL  into the S/4 HANA package.  This is how we connect CDP with S/4 HANA  using the out-of-the box connector available  in the application library.  Thank you for watching.