How HANA brings value in your CRM processes Ingeborg Buyle Project Manager, Expertum Luc Boodts Competence Lead BI, HANA, Expertum Jürgen Thielemans, Solution Expert HANA, SAP
Dec 05, 2014
How HANA brings value in your CRM processes
Ingeborg BuyleProject Manager, Expertum
Luc BoodtsCompetence Lead BI, HANA, Expertum
Jürgen Thielemans, Solution Expert HANA, SAP
Intro
What SAP HANA brings on top of speed is changing the way we do business. And the service we can deliver to our customers.
HANA’s added value in the CRM processes lies in different areas:
increased performance
accelerated information processing
improved customer service
strategic insights that keep us that crucial one step ahead.
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“Let’s be clear - Improved process performance is a prerequisite to buy HANA.
But the story is a lot bigger than that. Now we can talk about the future.”
Today’s topics:
Our implementation experience of a HANA CRM Proof of Concept: the benefits tried and tested , the technical effort, the complexities, and the lessons we learned.
HANA Live: key in any HANA business case through fast, flexible and real-time reporting
Strategically building on HANA – once you’ve got the speed, what more can HANA offer a business?
Predictive Analysis
SAP CRM applications
Improved user experience through FIORI
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Our implementation experience of a HANA CRM Proof of Concept
The benefits tried and tested, the technical effort, the complexities, and the lessons we learned
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Customer Challenges: CRM performance
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Today
Since 6 years our customer is deploying a broad SAPCRM scope cross different countries.
Pre-sales functionality, being the most mature andfrequently implemented solution, is complemented withlimited Marketing & Service Management functionality.
Pre-Sales: Lead, Opportunity (including BW reporting), Quotation, Activity, Account & Contact Management
Services: CIC, Warranty, Complaint & Installed Base Management
Marketing: Campaign & List Management
Ongoing projects & future releases: Complex solution including Quote to Sales Order integration, Lead Management, Marketing extensions, enhanced Pipe-Line Reporting (BW), Field Service Management (including Service Notifications & Contracts,… )…
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CRM challenges
Current SAP CRM system, even after different code optimization efforts, still faces important performances issues on some key critical business transactions such as:
Complex quotation (+100 lines), creation, consultation, simulation including pricing
Complex flexible open inquiries using wild cards on the different implemented objects
CIC Account & Installed Base retrieval
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CRM challenges
Therefore our customer is considering putting CRM on HANA with 2 main purposes:
Improve the CRM performance (within the AS-ISusage)
Discover new business scenarios that will becomeachievable (e.g. Reporting, no need for BW anymore)
Since this is an IT strategic decision, our customer firstinvests in a POC (Proof of Concept) to verify the gain andthe cost of a migration towards CRM on HANA.
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Solution: Proof of Concept CRM on HANA
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Short term POC Objectives
Confirm, fact based, the following:
Performance gain for particular selected frequently used & high value adding SAP CRM processes including relevant complex custom code
Real time insights on complex quotations
100% Full Search Flexibility: consistent search performance, irrespective of search attributes (including wildcards) and complexity for transactional and master data
Exploration of the HANA Live delivered modelsNo latency in reporting on leads, activities, quotations,…
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Quantitative outcome of the POC
Preparation effort
HANA installation effort
IT staff
External
Business
5 Scenario’s: before/ after response time
Project approach
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Project Approach: Preparation
Copy of CRP environment => CRX (ABAP Stack only)
Upgrade CRX 7.0 EHP2 to CRM 7.0 EHP3 and NW 7.4 => baseline
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SAP CRM 7.0
(EHP2)
Traditional DB
SAP CRM 7.0
(EHP3)
Traditional DB
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Project Approach: Migration and HANA live
Migrate CRX to HANA
Test CRX on HANA
5 CRM scenarios: Top 5 performance issues
Pre-sales (3)
Services (2)
Backup and restore test
Installation HANA Live Content & Browser for SAP CRM
Explore and analyze standard delivered HANA Live CRM content and assess fit with current CRM BW cubes
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SAP CRM 7.0
(EHP2)
Traditional DB
SAP CRM 7.0
(EHP3)
Traditional DB
SAP CRM 7.0
(EHP3)
SAP HANA DB
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2
Results
Sizing
Performance
HANA live
Effort and lessons learned
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Sizing database
General rule
(Size DB / 4) *2
Rule of thumb, compression factor of 4
Double the memory for operations (work memory)
Server size: Medium: 512 GB
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Sizing database
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CRX
CRH
1443 Classic = ~4380 HANA
1443 GB
Sizing largest tables (top 15)
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TAB_NAME TABLE_ CRH CRX
SWWCNTP0 ROW 70.996.054 87.610.882 19%
BALDAT COLUMN 35.647.972 58.258.946 39%
CRMD_PARTNER COLUMN 8.134.232 42.232.066 81%
PRCD_COND COLUMN 5.426.830 38.959.488 86%
CRM_JCDS COLUMN 13.374.097 34.769.473 62%
CRM_JEST COLUMN 9.783.436 23.779.840 59%
IBIN COLUMN 5.085.175 23.401.285 78%
WBCROSSGT COLUMN 2.254.478 18.981.634 88%
SWWLOGHIST COLUMN 2.269.688 17.000.259 87%
CRMD_ORDER_INDEX COLUMN 4.962.698 16.013.062 69%
BALHDR COLUMN 2.109.678 15.056.195 86%
IBST COLUMN 2.355.391 11.590.916 82%
CRM_JSTO COLUMN 6.740.883 11.129.856 39%
CRMD_SCHEDLIN COLUMN 3.071.226 10.485.185 71%
IBIB COLUMN 2.004.697 10.300.869 81%
Compression
on the tables
in the
column store
Test Scenario’s
Pre-Sales:
Search and copy of quotations
Search of accounts, customer factsheet, project lead factsheet
Create Quotation Lead - Quotation, search products
Services:
Search warranty claim & escalation to a higher level of authority.
Extension of a Help-Desk ticket with a large history
Summary of test results
Overall E2E Quotation process at least 2x faster
Search functionality, up to 15x faster
- Fundamental reduction of process time = efficiency increase
- Eliminates users’ frustration as 75% of all CRM processes start with a system search
Copying and saving quotations
- Minor improvements
Results: Search functionality
-48,36s
-93%
-12,4s
-91%
-65s
-66%
Results w search: Complete Process Copy Quotation
Search
quotation
Create
output
Copy
quotation
Add items
(till 20)
Save
quotation
51,91
3,55
12,74
3,56
11,66
7,69
9,96
7,3
11,66
5,31
+ +++
= 97,93 Oracle DB response time
= 27,41 HANA DB response time
AS IS
HANA
GAIN:
1. Search functionality works efficiently
2. E2E process 3,5x faster on HANA
Additional actions outside POC to evaluate
Task Potential improvement Priority
Activate switches for Business Function
Performance and Large Contracts
Medium impact on processing time 1
Activate switches for Performance-
Optimized Pricing
Medium impact on processing time 1
Asses potential to build the customer
fact sheet via HANA Live view
High impact on processing time 2
Put application server on HANA server Low impact on DB time 3
Review partner determination logic High impact on processing time 3
SAP HANA LiveReal-time operational reporting
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What is HANA Live ?
Pre-delivered HANA Views for SAP Content
Consumable with BI Tools and other UI’s
Flexible reporting
Reporting on ALL available data
Cross domain reporting
Quick Start and customizable
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Classic
DB
SAP BW
SAP
CRM
SoH : Simplification - TCO
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BI Reporting
SAP Tables
Multiprovider
Bex Query
DataSource
HANA
DBSAP Tables
HANA Live Views
SAP
CRM
BI Reporting
HANA Live Reporting
Consume HANA (Live) with different tools
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CRM Interactive Reporting… …based on SAP HANA Live
Enables CRM users to define & deploy high performance embedded reports without need for additional tools,
consultants or IT support.
1. Report creation & sharing2. Report consumption &
personalization
3. Advanced analysis in Excel, SAP Visual Intelligence etc.
Embedded Self-Service Analytics - optimized for high data volume
HANA Live Reporting: Demo
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Conclusion
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Effort POC
IT 40 MD
Infrastructure
Consulting CRM
Consulting BI
Project Mgmt
Key User testing
10 MD
Infrastructure Hosting
9 MD
Total = 59 MD spread over 9 weeks
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Lessons learned
At least 2 migration runs to HANA required:
Parallel load of tables can cause failures
Fine-tuning of parameters to optimize load
Use objective measurement tools (trace)
To eliminate network influence
Expectation management:
Specify potential benefits of different technical layers
ABAP vs HANA DB time
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Lessons learned
There is more to CRM on HANA than transactional speed
Some users may perceive transaction performance as still too slow
Business buy-in through added value of zero latency in reporting with HANA Live
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Value CRM on HANA
Today
Performance: Pre-Sales
Reporting flexibility through HANA live
Performance: Pre-Sales
Productivity gains due to increased performancePre-sales
75% of the quotes start from a search
Search goes 15x faster
Resulting in the following qualitative benefitsEmployee satisfaction
Operational efficiency
Improved customer experience
User adoption
HANA Live for CRM Benefits
Immediate Benefits :
During sales meetings, ad hoc reporting on most up to date data, no more grey zones
on the fly
one source of truth
real time information
all available data
always available (no more time dumps)
HANA Live for CRM Benefits
Extra Benefits :
Increase user adoption by self service
Flexible BI reporting tools
Mobile ready
Shorter time to deliver new reports
Embedded self-service consumption of CRM Analytics
Value CRM on HANA
Today
Performance: Pre-Sales
Reporting flexibility through HANA live
Moving forward
Performance: Services
Improved user experience through FIORI
Predictive technologies
SAP CRM applications
Productivity gains due to increased performanceServices
Interaction Center
IC-
Man
ag
er
Incoming callAccount search
Accept call
Search for:Ibase; Iobject
Search for:Products
Search for:
Order Transactions
Call Center Analytics
Manager Work Distribution
Dashboard
Call close
Call Resolution
Customer Information Search
Search:
Knowledge Base
… and with Suite on HANA
Moving forward
Strategically building on HANA – once you’ve got the speed, what more can HANA offer a business?
Predictive Analysis
SAP CRM applications
Improved user experience through FIORI
20140422_expertum_session.pdf
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Thanks for listening!
Any questions?