March 28, 2020
SAP Cloud for Customer and hybris Commerce – B2C Use Cases with ERP

SAP Cloud for Customer and hybris Commerce – B2C Use Cases with ERP


Welcome. This video highlights the key
use cases that can enable large enterprises to provide best-in-class
customer engagement by integrating SAP hybris Commerce, a leading e-commerce
solution, and SAP Cloud for Customer, a pioneer cloud CRM solution. We support
both business-to-business and business-to-consumer scenarios. This
video highlights the use cases of the B2C scenario that apply for releases
SAP hybris Commerce 5.7 and SAP Cloud for Customer 1511. Before we get
into the details of the use cases let’s get to know the assumptions. First
assumption is that you want to use SAP Cloud for Customer as the customer
support solution for any queries arising on SAP hybris Commerce. We
understand that not all customers of SAP Cloud for Customer solution have an
SAP ERP backend. In the B2C scenario we want to see all Commerce customers
leverage this integration. Hence we support Commerce integration with C4C
irrespective of the availability of an SAP ERP backend. In this video, we will
discuss the situation where you have all three systems, namely hybris Commerce
SAP C4C and SAP ERP. The focus here is integration between Commerce and C4C.
Hence, we want the integration of ERP and Commerce to be in place, and also the
integration of ERP and C4C to be already in place. The integration between ERP and
Commerce is achieved via Data Hub and integration between ERP and C4C is
via SAP PI or via SAP HANA Cloud Integration. It’s also important that the
master data is synchronized before the integrated solutions go live. In other
words, the SAP ERP system using the existing integration is able to send all
customer and product data to both Commerce and C4C solutions. This
ensures that any customer or product can be uniquely identified across all the three
systems, using the corresponding ERP ID. Let’s start discussing about
the use cases. This use case is about a hybris Commerce customer calling the
Support Center, and a C4C support agent helping the customer in resolving the
issue. Say a registered customer calls the call center. He wants to order a product
over the phone. The call is routed to C4C and an agent picks the call. Live Activity identifies the customer
with the registered phone number. In case the customer is calling from a different
telephone number, he can identify himself as a registered customer by
providing information requested by the agent. If the call is received from a
registered telephone number the system automatically displays
the customer’s details on the screen. The agent views this information while
answering the call. After receiving all required clarification from agent, about
the product, the customer asks the agent to order the product. On Live Activity screen, agent clicks the hybris Storefront button.
Since the Commerce and C4C solutions are seamlessly integrated, the
system launches hybris Assisted Service Module or ASM screen on top of
Storefront. The C4C service agent is logged onto hybris, and the logon happens via
single sign-on using SAML. The customer ID is passed from C4C to hybris. The agent
browses the catalog, finds the product, and enters the product into the shopping cart.
The agent checks out the cart and places the order on behalf of the customer, and
later closes the call with the customer. Since the Commerce and ERP solutions are
integrated, the order placed by the agent gets replicated from Commerce to SAP ERP.
Similarly, with the ERP and C4C integration in place, the same order gets
replicated from ERP to C4C. The customer can later log into the Store
front and view the order. This concludes the call support use case. This use
case is about providing an offline response for a customer support request
created on hybris Commerce. Say for example, a registered customer logs into
hybris and is browsing the Storefront for camera.
Maybe he wants information about any available exchange offers. The customer
clicks Request Help. hybris screen appears asking the customer to leave a note. The
customer enters a query and clicks Submit. Once the request is submitted, the system
automatically creates a service ticket with the customer information in SAP
Cloud for Customer. The system also acknowledges the creation of a ticket by
sending an e-mail to the customer. An agent picks the ticket, answers the
customer’s query, and updates the status of the ticket. The system automatically
acknowledges the ticket completion by sending another e-mail to the customer.
The customer can check the response by either by clicking on a link in the e-mail
or whenever he logs onto the Storefront. The customer can either close the ticket or
request further help. This concludes the offline support response use case. This
is the use case where support agent is working on a ticket that has a reference
to an open cart. So, the agent calls the customer in order to help close the open
shopping cart. Let’s take an example situation. Registered
customer logs into hybris and is browsing the Storefront for a laptop. He
finds the laptop and all the necessary accessories that he likes, and adds it to
the shopping cart. However, he has a question about using the reward points
and is reluctant in placing an order. The customer clicks Request Help. hybris screen
appears asking the customer to leave a note. The customer enters the queries and
clicks Submit. The system automatically creates a service ticket with the
customer and the cart information in SAP Cloud for Customer. An agent picks
the ticket to work on it. The agent clicks hybris Storefront
button, and views the open cart and product details in hybris. Meanwhile, he
calls the customer to complete the order. The hybris ASM screen is launched. The
system logs the agent into the Store front, and the shopping cart details are
displayed. Once the call connects to the customer, the agent answers the customer’s
queries, and offers to order the product on behalf of the customer. Assuming the
customer is satisfied with the provided solution he requests agent to order the laptop. The
agent now places the order on behalf of the customer. As the Commerce and ERP solutions
are integrated, the order placed by the agent gets replicated from Commerce to ERP.
Agent clicks End Session to logout of hybris Commerce. Agent enters a note to
the customer and closes the ticket. With the ERP and C4C integration,
the order meanwhile gets replicated from ERP to C4C. This concludes the
open cart support use case. Thank you for watching, and feel free to browse for
more resources on SAP hybris wiki.

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