C/4HANA culminates a process SAP undertook to enter the CRM market by acquisition, starting in 2013 when SAP acquired Hybris, a Germany-based enterprise CRM and marketing automation vendor. Other key acquisitions were Gigya, an identity management technology firm in 2017; CallidusCloud, a sales performance management tools vendor in 2018; and Coresystems, a field service management platform vendor in 2018.
SAP C/4HANA consists of five cloud solutions:
SAP Customer Data Cloud (from Gigya). Based on Gigya, this consists of solutions for building more trusted and valued relationships with customers. Essentially turning unknown online visitors into known, loyal customers. It consists of identity and authentication, consent (including data privacy), and a cross-cloud single customer profile.
SAP Marketing Cloud. Based on what was SAP Hybris Marketing Cloud this delivers a single view of customer data for marketing purposes, personalised experiences at scale and intelligent marketing.
SAP Commerce Cloud. Based on what was SAP Hybris Commerce Cloud but now running on Microsoft Azure Hyperscale platform, this is a comprehensive commerce platform that includes product content management, experience management, personalisation and order management. It allows utilities to sell “anything” in single or complex bundles if so desired.
SAP Sales Cloud. This brings together what was SAP Hybris Cloud for Sales, SAP Subscription Billing and CallidusCloud to help organisations connect and guide customers throughout their buying journey.
SAP Service Cloud. Combining SAP Hybris Cloud for Service, SAP Customer Engagement Center, Coresystems and SAP Self Service Accelerator for Utilities by SEW, this allows businesses to offer multiple service channels, access complete and contextual customer information and gain real-time insight into call center, self-service and field service performance.
While SAP C/4HANA is the product portfolio, SAP Customer Experience (or SAP CX for short) is the overall business capability and organization. It consists of the five cloud solutions that make up SAP C/4HANA underpinned by the SAP Cloud Platform and integrated with SAP S/4HANA
B2C (Direct to Consumer) and B2B implementations for SAP Commerce Cloud (aka Hybris)
- User journey
- Build wireframes
- Functional narrative
- Static html/CSS
Integration with ECC, S/4HANA using middleware (datahub, PI, SCI)
- Order Create
- Order Status
Configuration and integrations that cover:
- Address validation (Experian DQM, loquate, UPS)
- tax systems (avalara, vertex)
- loyalty programs (crowdtwist, Friendbuy)
- payment gateways (paymetric, cybersource)
- email campaign systems
- user reviews (bazaarvoice)
Integration with Content Management Systems