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Commerce as a ServiceBente Kamperud, SAP Hybris CaaSOktober, 2016

Agenda

• The Why, What, Who & How of CaaS

• Quick Demo

1.382

1.197

14%CAGR

1.470

4.390

5.041

1.560

3.4812.920

3.830

1.370

2.460

3.366

1.300

2.066

2019

1.651

2014 2016 2018

4.157

20172015

2.957

1.245

1.712

2.579

2020

5.808

CloudLicenses

Growing Demand for Cloud Commerce Solutions

Source: Market Model 2015. 2020 extrapolated with CAGR 15-19.

CaaS on YaaS

SAP Hybris CaaS

Amazon Web Services (AWS)

Cloudfoundry (CF) (joint effort with SAP HANA CLOUD PLATFORM (HCP))

YaaS Core Services

Business Services

Frontend Applications

YaaS

Fou

ndat

ion

(Mar

ket,

Bui

lder

, etc

.)

YaaS

Com

mun

ity(D

ev P

orta

l, K

now

ledg

e H

ub, F

orum

, etc

.)

API Proxy Management

Inte

grat

ion

Why Did We Build CaaS?

CaaS aims to help businesses present purchase opportunities to

customers – where ever andwhenever they are most likely to

buy.

It’s not SAP Hybris Commerce, hosted.It’s not replacing SAP Hybris Commerce.It’s new. It’s different.

Core Commerceby SAP Hybris CaaS

Feature Complexityby Partner

Value Adding Services /

Integrationsby SAP Hybris / Partner

Build Decoupled, Composite Commerce Solutions

What’s Available?

Offer niche and developer focused packages, which can be subscribed and used individually or combined to create digital commerce transactions. G

OA

LPA

CK

AG

ESU

Is

Product Display• Search & Navigation• Content

Site Mgmt. • Language & Currency• Tax, Shipping & Payment• Content

Customer Accounts• Account creation & login• Details & Address Book• Order History

Cart & Checkout• Cart calculation• Validations

Order• Simple Order Workflow

Sales Channels• Add and remove• Track

Who Is CaaS For?

SAP Hybris CaaS Customers

SAP & SAP HYBRIS PARTNERS ENTERPRISES SMALL BUSINESSES

• Use CaaS APIs• Sell solutions on the

YaaS market

• Also use CaaS APIs• Own business

model• Sell their solutions

outside of YaaS –for now…

• Innovation & pilot projects

• Spin up sites fast with low ToC

• Niche transactions• Simple E2E

commerce solution

How Can You Use CaaS?

An API-first approach to building Commerce Apps across channels and devices.

• 8 packages• 20 micro services• 7 Builder modules

• Storefront Template• Open Source• https://github.com/sap/yaas-storefront/

BROWSE PACKAGES

1

SUBSCRIBE

2

DEVELOP

3

Built-in Extensibility

Extend commerce entities with your own data based on JSON Schemas.

Publish and subscribe messages for business events to execute custom business logic asynchronously.

Seamlessly connect your custom services for shipping, tax and payment.

“metadata”: { “mixins”:[ “player”: …/schema.json” ]

},“mixins”: [”player”: {“awesome”: true,“level”, 4,“highscore”: 31337 }

]

POST /shipping/quote/full{

"shipToAddress": /* ... */ ,"items": [{

"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”

}]. /* ... */

}

Combine calls to multiple APIs in a simple services to reduce traffic and avoid client side logic.

GET /productdetails/860-1300201986{

"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”}.

“prices”: [ /* ... */ ].“categories”: [ /* ... */ ]

}

POST /topics/mygame/levelup/publish{

”player": 42,”levelScore": 31337, “level”: 4,“timestamp”: 2016-02-17 10:42:22

}

DATA MIXINS EVENTS PLUG-IN INTERFACES MASHUPS

DEMO

Key Benefits & Next Steps

• Subscribe to the Commerce Services you need.

• Enjoy your free, monthly limit –then, pay only for what you use.

• Leverage standard commerce functionality, exposed via RESTful APIs, to build new or extend existing applications fast.

• Tap into our eco-system to serve the growing demand for cloud commerce solutions.

• Read:• Commerce as a Service Guide

• https://knowledge.yaas.io/62638/commerce-as-a-service-guide/index.html

• Getting Started Guide• https://devportal.yaas.io/gettingstarted/

• Do:• Set up a Commerce project in Builder• Subscribe it to Commerce Services• Consult the API Documentation• Develop• Monetize

THANK [email protected] / [email protected]

Service Engagement CenterPaul Roth, SAP Hybris Service Engagement CenterSeptember, 2016

Agenda

• What is Service Engagement Center ? • Why did we build it?• Vision and mission

• What have we built for you?• Features• UIs - Storefront and Builder modules providing Text/Video Chat, WebRTC Voice capabilities• API Packages• DEMO

• How can Engagement Center can be extended?• Builder UI configuration

• Who is Service Engagement Center for? • Now

• Wrap Up + Questions

SAP Hybris Service Engagement Center

Why Did We Build Service Engagement Center?

53%Abandon a purchase if they can’t find quick answers to their questions

Source : Forrester 2016

SERVICE STARTS AT THE

BEGINNING OF THE BUYING

PROCESS

THE CUSTOMER JOURNEY HAS TRANSFORMED

SERVICE ENGAGEMENT CENTER

SOCIAL ENGAGEMENT

SERVICE & SALES ENGAGEMENT

WEB COMMERCEWEB SELF-SERVICES(YAAS STOREFRONT Communications Enhancements)

1 Planned

Time to DELIVER END TO END SERVICE Excellence

ServiceService Engagement CenterSelf Service

INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS

CaaS

SAP ERP SD

SAP Hybris Engagement Centeraims to help businesses provide a holistic and unified self-service-

commerce-service engagement –through any channel and touch

point – to cope with new consumer buying power and behavior.

Who Is SAP Hybris Service Engagement Center For?

By Whom & How Can CEC APIs / SaaS Be Used Now?

PARTNERS / RESELLERS

• Developing solutions to be sold outside of YaaS• Subscribes to EC packages and have their own business model• Take the EC, extend and sell in own offering• Low barrier entry into Cloud Desks / Cloud Engagement Centers

• Transformation consulting to support customers dealing with micro services and building true cloud applications

• Implementation & Integration of a EC solution for customers • Build own EC SaaS solution where they source from YaaS.io and commercially sell on

their own to their customers. This would mean they become a cloud service provider

and can monetize their own IP• Resell, implement, enhance Engagement Center in SaaS mode

Target customer types

ServiceSelf Service


CaaS

SAP ERP SD

Service Engagement Center

1.) Stand alone – net new, existing


ServiceSelf Service


CaaS

SAP ERP SD

2.) CaaS + CEC – cloud net new, existing


1.) Stand alone – net new, existing


ServiceSelf Service


CaaS

SAP ERP SD



ServiceSelf Service


CaaS

SAP ERP SD


4.) EC-ERP SD Integration – existing SAP ERP Customers – tap into SAP’s customer base

Target segments

Large

Medium

Small

By Whom & How Can EC APIs Be Used Now?

SAP & SAP HYBRIS PARTNERS / RESELLERS ENTERPRISES SMALL BUSINESSES

• Using EC APIs in their offering

• Developing mashups on top of EC APIs

• Selling solution on YaaS market

• Integrating EC into their solution package offering –e.g. Industry solutions with Customer Care needs

• Developing solutions to be sold outside of YaaS

• Subscribes to EC packages and have their own business model

• Take the EC, extend and sell in own offering

• Low barrier entry into Cloud Desks

• Innovation projects• Build value added

services• Spin up Cloud Call

Centers fast and utilize the built in CaaS/ERP OMS integration

• Provide a Cloud based Cloud Desk without voice/video integration hassle

• Integrate existing SAP ERP Tx

• Niche Call Center applications with low entry point

• Simple, low-cost E2E service-self-service-to-commerce solution -to be scaled and customized in the future

• Use Call Center without Communication set up hassle

What’s Available from SAP Hybris Engagement Center?

SAP Hybris Service Engagement Center – YaaS.io

Decomposed service package allow a flexible enhancement, combination and definition of new enhancements and use cases in Call Center and Service scenarios

CECenter Search

CECenter Jam Communities

Integration

Customer Eng. Center

Interaction Log

Service Tickets

Social Media Core

ERP SD-Integration

Social Media Retrieval Scheduling

PURPOSE

PACKAGES


UIs


UIs

DEMO

How Can Service Engagement Center Be Extended?

Built-in Extensibility/Flexibility

UI Framework flexibility via configuration

Key features

INTEGRATED COMMUNICATIONS STACK + MULTICHANNEL ROUTING

USPs

Voice/Phone

VoIP

QUEUES

Next steps:KEY PARTNER BENEFIT / TAKE AWAYS NEXT STEPS

• First mover advantage to cloud engagement center

• Build value added services• Use key features to position EC as

cloud desk / cloud engagement center sell in SaaS mode

• Target small, medium and large enterprises

• Leverage existing SAP ERP SD integration

• Leverage existing SAP customer investments in their SAP ERP landscapes

• Provide a SAP Hybris lightweight engagement center cloud alternative

• Subscribe to packages• Test drive EC via YaaS market• Evaluate micro services standalone• Or contact SAP Sales to use SaaS

Engagement Center offering• Foster the low barrier entry point for

your activities• Build practice around Engagement

Center• Start configuring / extending EC with

additional functionalities / features• Engage with us via SAP CEI initiative

THANK YOUContact: [email protected]

… start today …

SAP Hybris Service Engagement Center Micro services on YAAS

Site Management Coupon Price

Infrastructure-as-a-Service (AWS US)

YaaS@HCP Cloud foundry

PubSubHub Email Configuration

Builder(Multi-Tenant) Engagement Center UI – SAP Fiori Technology (Multi-Tenant)

Customer Product Cart Checkout

Document Repository

Schema Repository Media Account / Auth

WebRTC UI Controls

Comm.Server

REST ECF Framework

IAAS Layer

PAAS Layer

Core Services(Domain

Agnostic)

CaaS Services

Search SD Customer Proxy

ERP IntegrationService Ticket Recent

Service Ticket Interaction Log EC Indexing

Enga

gem

ent C

ente

r Ser

vice

s

SAP Community CCTR Proxy ERP SD

ConfigurationRecent Order, Service Ticket

ECenterConfiguration

Social Media Post Social Manager

Service TicketConfiguration

Ow

n ba

ckin

g se

rvic

e

YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO

RESPOND TO YOUR CUSTOMER’S ISSUES.

DELIVER END-TO-END SERVICE EXCELLENCE

THE WORLD HAS CHANGED.YOUR CUSTOMER HAS CHANGED.MAYBE IT’S TIME FOR YOU TO CHANGEWITH THEM.

Built-in Flexibility

Extend commerce entities with your own data based on JSON Schemas.

Publish and subscribe messages for business events to execute custom business logic asynchronously.

Seamlessly connect your custom services for shipping, tax and payment.

“metadata”: { “mixins”:[ “player”: …/schema.json” ]

},“mixins”: [”player”: {“awesome”: true,“level”, 4,“highscore”: 31337 }

]

POST /shipping/quote/full{

"shipToAddress": /* ... */ ,"items": [{

"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”

}]. /* ... */

}

Combine calls to multiple APIs in a simple services to reduce traffic and avoid client side logic.

GET /productdetails/860-1300201986{

"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”}.

“prices”: [ /* ... */ ].“categories”: [ /* ... */ ]

}

POST /topics/mygame/levelup/publish{

”player": 42,”levelScore": 31337, “level”: 4,“timestamp”: 2016-02-17 10:42:22

}

DATA MIXINS EVENTS PLUG-IN INTERFACES MASHUPS

THE WORLD OF CUSTOMER SERVICE HAS CHANGED…

TODAY’S CUSTOMERS …

HAVE GREATER CHOICE

HAVE HIGHER EXPECTATIONS

ARE MORE EMPOWERED

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