ECENTA NEWSLETTER 1/2015

ECENTA NEWSLETTER 1/2015
Current Customers and Projects, News, Events
Now it's out: SAP has announced the next generation of its core product. The name is not R/4, but
S/4HANA. For more information, see our News.
As reported late last year, more and more customers are asking about SAP Cloud for Customer
solutions. The trend continued in the first quarter continued. A special focus are hybrid scenarios with
SAP Cloud for Customer in integrated with SAP CRM, SAP ERP or hybris. The cloud hype has arrived
now in Germany faster than expected. Exciting times are ahead of us.
Recently completed projects
Agilent Technologies (USA, EMEA)
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Agilent Technologies is now also live EMEA with SAP Contact Center
With this go-live the global rollout is nearly finalized
The system landscape includes 37 locations around the world with several thousand users in
more than 100 countries
Pilgrim’s Corporation (USA)
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Implementation of SAP Cloud for Service
Supporting their Ticketing Processes for customer and consumer complaints
Sophisticated reporting capabilities
Mobile support with native Apps and HTML5
Inbound and Outbound mail communication
Integration in SAP ERP via SAP PI
Custom integration with SAP ECC material hierarchy
Very short implementation in only 10 weeks after provisioning the tenant
Food Industry (Deutschland, USA, …)
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Manufacturer of bakery products
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Implementation of Cloud for Customer for sales
After Europe now Canada and USA are live as well
Retail Customer (Asia)
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Supporting inside sales for order entry and customer service
Based on SAP CRM 7.0 with CRM Interaction Center
Pepsi Bottling Group (USA)
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Upgrade of SAP Contact Center
Project duration only 6 weeks, in time, unter budget
Healthcare Industry (USA and worldwide)
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ECENTA has implemented and rolled out SAP Contact Center globally until 2012
In 2012, a major division was spun off
SAP Contact Center has been divided into two installations
Adaptation of processes and integration scenarios in SAP CRM and other backend systems
Successful go-live in February 2015
And some other customers who unfortunately don’t want to be mentioned...
News from the industry & from ECENTA
SAP hybris: Customizing for B2B Processes
With hybris, SAP has a prime omni-channel solution that leaves nothing to be desired. However, the
examples shown today are aimed almost exclusively on the B2C business. The absolutely necessary
functionality for B2B processes often do not exist out-of-the-box or are not really strong enough for
real business. ECENTA has addressed these problems and implemented a prototype which covers the
typical B2B requirements, including:
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Deep integration with SAP ERP, SAP CRM and SAP C4C, e.g. for customer-specific pricing, for
minimum order quantities, depending on the material delivery, etc.
Fast Order Entry, repeat orders based on order history
Customer specific notifications
Presentation of the installed base and service tickets
In particular, for customers in the manufacturing industry, a template has been created here, which
takes into account many of their requirements and of course can be further adjusted. Interested? Talk
to us!
S/4HANA: The R/3 successor has arrived!
Since years, SAP officials had the same answer when they were asked about a successor to R/3: the R4
is an excellent car from France, and an SAP R/4 will never exist. The SAP has remained true to this
statement: The name of SAP’s new software generation is S/4HANA. With Simple Finance the direction
has been established months ago. A simplified data model, simpler processes, real-time functionality
provided by SAP HANA - these are the boundary conditions for the design of a new ERP system. SAP
S/4HANA will be available on-premise and in the cloud.
At the same SAP CEO Bill McDermott has sworn his organization to a recall and focus on the core ERP.
It all started here and everything has to integrate with the core. It will be interesting to see what
remains to be done here. My personal tip: With S/4HANA we’ll get again an integrated business
application, which will also include SCM, SRM, CRM and BW in addition to the typical ERP components.
It will not fit for every customer and not for every business scenario, But in any case, it is an alternative
to a distributed application environment.
New: hybris Marketing
A few weeks ago, SAP has introduced its new solution for marketing support. Under the umbrella of
"Customer Engagement and Commerce" (CEC) a new product suite was introduced that consists of
several individual products. Among others the package contains functionalities such as
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Customer segmentation
Marketing planning
Campaign planning, execution and analysis
Product recommendation
Customer and market analysis
Customers can license the products individually. Provisioning will be on-premise, in the cloud or in a
hybrid scenario.
HANA Contact Center Reporting
ECENTA has successfully completed its first major development on SAP HANA. Reporting and Online
Monitoring for SAP Contact Center are of course available already today based on SAP BusinessObjects.
With the real-time capabilities of SAP HANA the basis for much larger and more complex analysis
capabilities is available now. It is now possible to monitor the current situation in the call center in
real-time. In addition, with SAP HANA but also the historical data can be used ad-hoc, e.g. to evaluate
the behavior of a particular caller over a very long period in detail. SAP has chosen ECENTA’s solution
to be included in the success stories "Platform Development Accelerator for SAP HANA".
Download HANA Development Success Stories
Events
CRM 2015
30. March - 1. April 2015, Las Vegas
ECENTA is participating on the most important CRM event worldwide with a booth and multiple
representatives. Presentation topics include project reports on monitoring and reporting in Contact
Centers and authorization management with the Access Control Engine in SAP CRM. Don’t miss also
the panel discussion with our board member Amit Venugopal and three of our customers: Pall
Corporation, Remington Arms and JBS USA/Pilgrims.
SAPphire Now / ASUG Annual Conference
5. – 7. May 2015, Orlando
SAPphireNow is SAP’s most important and biggest event. ECENTA will have again an own booth and a
number of presentations. If you want to meet us: we’re at booth 1112.
Vertriebsmanagementkongress 2015
7.-8. May 2015, Berlin
The Bundesverband der Vertriebsmanager (BdVM) is the the organisation for one of the most dynamic
professions in the industry: sales management. The BdVM has been organizing a sales management
congress for a couple years to inform about specific topics for this profession. For the first time, ECENTA
is participating at this event.
CRM 2015
1.-3. June 2015, Prague
This year there is again a European CRM 2015. This is an excellent opportunity to network with CRM
customers from all over Europe and discuss their CRM experience. Of course ECENTA is in Prague also
with its own booth and interesting presentations.
International SAP Conference for Financial Shared Services 2015
9.-10. July 2015, Vienna
In July 2015 the leading event for Financial Shared Services in Europe takes place in Vienna. For two
days leading experts and practitioner will present about new developments and current projects.
ECENTA is again participating with an own stand and will talk about current shared services projects.
As always, you can find current event information under ECENTA News and Events.
Yours Sincerely,
Hans Kaiser
Director Business Development
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