We were an exhibitor few days ago at SAPPHIRE 2018 in Orlando, FL and got to see SAP go #BeBold with C/4HANA – Customer Experience for Enterprise. Along with C/4HANA, SAP set the record staright on trust and privacy in this age of GDPR. SAP says C/4HANA’s goal is to create a “single view” of the customer and connecting that to the supply chain, utilizing the underlying SAP Cloud platform, and so calls this the “4th generation” of CRM. C/4HANA comes with a unified UI across all products of the suite taking a big leap over the present SAP CRM UI. C/4HANA is also dubbed as the ‘twin’ of ERP suite S/4HANA.
Bill McDermott, SAP CEO, stated: “It’s time for change, there is now a clear paradigm shift forward. We have moved from a 360-degree view of sales automation, where some companies focus, to a 360-degree view of the actual customer. From a world where nothing happens when you add a record to CRM, to a world where everything happens, the entire supply chain is connected to the customer experience.”
What is C/4HANA?
SAP streamlined its Hybris offerings along with its acquired solutions and came up with C/4HANA cloud suite with these five solutions:
- SAP Marketing Cloud (based on SAP Hybris Marketing Cloud)
- SAP Commerce Cloud (based on SAP Hybris Commerce Cloud)
- SAP Sales Cloud (combining SAP Hybris Cloud for Sales with SAP Revenue Cloud, the on-premise SAP Hybris Billing solution, SAP Subscription Billing and CallidusCloud)
- SAP Service Cloud (combining SAP Hybris Cloud for Service, SAP Customer Engagement Center and CoreSystems)
- SAP Customer Data Cloud (based on Gigya solutions with profile, identity and consent)
C/4HANA suite provides a truly responsive omnichannel experience which customers expect from all their interactions. The addition of AI will drive the Intelligent Enterprise. A big part of the C/4 HANA plan is using integration with S/4 HANA and AI to provide unique enterprise features. SAP Co-Founder Hasso Plattner stated “Intelligence is the ability to learn from experience, solve problems, and use knowledge to adapt to new situations,” and that SAP is embedding automation, machine learning and artificial intelligence in it’s systems to help businesses in their goal. of becoming an intelligent enterprise
The promise of the portfolio is very exciting. SAP aims to take over the CRM market and inspire its customers to join on the journey to become an Intelligent Enterprise. We at SBP Consulting are excited to support the customers on this journey.