SAP C/4HANA Overview – 2018

A summary of information from SAP and SAP sites.

By Bryan Johnson
 Table of Contents
SAP C/4HANA ............................................................................................................................................................ 5
Why SAP C/4HANA for customer engagement (CX)? ............................................................................................ 5
Transform your business faster ......................................................................................................................... 5
Build trusted relationships ................................................................................................................................ 5
Create great experiences, every time ............................................................................................................... 5
Keep up with your customers............................................................................................................................ 5
Solutions ................................................................................................................................................................ 6
SAP Commerce Cloud ........................................................................................................................................ 6
SAP Marketing Cloud ......................................................................................................................................... 6
SAP Sales Cloud ................................................................................................................................................. 6
SAP Service Cloud .............................................................................................................................................. 6
SAP Customer Data Cloud from Gigya ............................................................................................................... 6
Benefits ................................................................................................................................................................. 7
Customer-first ................................................................................................................................................... 7
Speed to market ................................................................................................................................................ 7
Modular CRM system ........................................................................................................................................ 7
SAP Commerce Cloud ................................................................................................................................................ 8
Capabilities for Commerce .................................................................................................................................... 8
B2C Commerce .................................................................................................................................................. 8
B2B Commerce .................................................................................................................................................. 9
Product Content and Catalog Management.................................................................................................... 10
Omni-Channel Fulfillment & Order Management ........................................................................................... 10
Creating Contextual Experiences..................................................................................................................... 11
Products for Commerce ...................................................................................................................................... 12
SAP Hybris Commerce for B2C ........................................................................................................................ 12
SAP Hybris Commerce for B2B ........................................................................................................................ 12
SAP Hybris Commerce Accelerator ................................................................................................................. 12
SAP Hybris Commerce, Cloud Edition.............................................................................................................. 12
SAP Hybris Commerce, Standard Edition, for SME .......................................................................................... 12

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 SAP Hybris Product Content Management ..................................................................................................... 13
SAP Hybris Commerce, Order Management ................................................................................................... 13
SAP Hybris Customer Experience .................................................................................................................... 13
SAP Hybris Merchandising............................................................................................................................... 13
SAP Hybris Digital Asset Management by OpenText ....................................................................................... 14
SAP Marketing Cloud ............................................................................................................................................... 15
Capabilities for Marketing ................................................................................................................................... 15
Dynamic Consumer and Customer Profiling.................................................................................................... 15
Segmentation and Campaign Management .................................................................................................... 16
Commerce Marketing...................................................................................................................................... 16
Marketing Analytics ......................................................................................................................................... 17
Marketing Planning and Performance............................................................................................................. 17
Marketing Loyalty and Advocacy .................................................................................................................... 18
Marketing Lead Management ......................................................................................................................... 19
Marketing Customer Attribution ..................................................................................................................... 19
Products for Marketing ....................................................................................................................................... 20
SAP Marketing Cloud ....................................................................................................................................... 20
SAP Hybris Loyalty ........................................................................................................................................... 20
SAP Hybris Customer Attribution .................................................................................................................... 20
SAP Sales Cloud ....................................................................................................................................................... 21
Capabilities for Sales ........................................................................................................................................... 21
Sales Force Automation .................................................................................................................................. 21
Sales Performance Management .................................................................................................................... 22
Configure Price Quote ..................................................................................................................................... 23
SAP Hybris Revenue Cloud .............................................................................................................................. 24
Sales Enablement and Learning ...................................................................................................................... 24
SAP Hybris Sales Cloud .................................................................................................................................... 25
Products for Sales ................................................................................................................................................ 26
SAP Hybris Cloud for Sales, Retail Execution ................................................................................................... 26
Sales Force Automation .................................................................................................................................. 26
Sales Performance Management .................................................................................................................... 26
SAP Service Cloud .................................................................................................................................................... 27

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 Capabilities for Service ........................................................................................................................................ 27
Comprehensive Self-Service ............................................................................................................................ 27
Omni-Channel Call Center ............................................................................................................................... 28
Proactive Field Service..................................................................................................................................... 28
Products for Service ............................................................................................................................................ 29
SAP Customer Engagement Center ................................................................................................................. 29
Proactive Field Service..................................................................................................................................... 29
Omni-Channel Call Center ............................................................................................................................... 29
SAP Hybris Real-Time Communicator by Genband ......................................................................................... 29
SAP Hybris Billing ..................................................................................................................................................... 31
Capabilities for Billing .......................................................................................................................................... 31
Subscription Order Management .................................................................................................................... 31
Responsive Quality Control ............................................................................................................................. 31
Agile Charging.................................................................................................................................................. 32
Invoicing .......................................................................................................................................................... 33
Versatile Document Management .................................................................................................................. 33
Customer Financial Management ................................................................................................................... 34
Consolidated Billing ......................................................................................................................................... 34
Products for Billing .............................................................................................................................................. 35
Subscription Order Management .................................................................................................................... 35
Mediation by DigitalRoute .............................................................................................................................. 35
Service Control by DigitalRoute ....................................................................................................................... 35
Charging .......................................................................................................................................................... 35
Invoicing .......................................................................................................................................................... 35
Customer Financials ........................................................................................................................................ 35
Flexible Solution Billing ................................................................................................................................... 36
SAP Customer Data Cloud ....................................................................................................................................... 37
Capabilities for Customer Data ........................................................................................................................... 37
Customer Identity............................................................................................................................................ 37
Customer Consent ........................................................................................................................................... 37
Customer Profile.............................................................................................................................................. 38
Products for Customer Data ................................................................................................................................ 39

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 Customer Identity............................................................................................................................................ 39
Customer Consent ........................................................................................................................................... 39
Customer Profile.............................................................................................................................................. 39
Architecture and Technology .................................................................................................................................. 40
SAP Hybris Cockpits ............................................................................................................................................. 40
Backoffice Cockpit ........................................................................................................................................... 40
WCMS Cockpit (Web Content Management System) ..................................................................................... 41
CS Cockpit (Customer Service) ........................................................................................................................ 42
PCM Cockpit (Product Cockpit Module) .......................................................................................................... 43
Import Cockpit ................................................................................................................................................. 43
HAC Cockpit (Hybris Administration Console) ................................................................................................. 44
HMC Cockpit (Hybris Management Console) .................................................................................................. 44
SOLR .................................................................................................................................................................... 44
SAP Hybris Commerce Cloud ............................................................................................................................... 45
SAP Hybris Marketing Cloud ................................................................................................................................ 46
SAP Cloud Platform ............................................................................................................................................. 47

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SAP C/4HANA
Our integrated customer relationship management (CRM) cloud software can help you engage with customers
at every touchpoint, in intelligent ways – and build trust and lifetime loyalty. Experience SAP C/4HANA, a
fourth-generation, in-memory CX suite built for emerging business models. It brings together customer data,
machine learning technology, and microservices to power real-time customer engagements across sales, service,
marketing, commerce and beyond.

Weblinks for:
• Capabilities https://cx.sap.com/en/products
• Products https://cx.sap.com/en/products/digital-portfolio

Why SAP C/4HANA for customer engagement (CX)?

Transform your business faster

• SAP C/4HANA was built to help you thrive in an economy where products are becoming services – and
the experience of selecting, buying, consuming, and getting help with those services is quickly becoming
the differentiator.

Build trusted relationships

• Fourth-generation CRM is not about automating transactions or managing processes – it’s about
creating a series of moments which feel genuine and inspire trust. SAP C/4HANA gives customers control
over their data and how it’s used, sold, or marketed.

Create great experiences, every time

• With tight integration to SAP S/4HANA and your other enterprise systems, SAP C/4HANA breaks down
silos – and empowers employees across every department to create simpler, personal, and more helpful
connections with customers.

Keep up with your customers

• With an in-memory architecture that leverages of SAP Cloud Platform, our customer experience
software provides rich microservices for extension and integration – so you can bring consumer-driven
innovation to market in record time.

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Solutions

SAP Commerce Cloud

• Supports B2C, B2B, and B2B2C
• Product Content and Order Management
• Pre-built Integrations to other SAP systems
• Flexibility for Innovations
• Industry Accelerators
• Commerce for Small and Midsize Enterprises

SAP Marketing Cloud

• Consumer and Customer Profiling
• Segments, Campaigns and Customer Journeys
• Customer Identity Management
• Lead Management and Nurturing
• Marketing Planning, Performance, and Analytics

SAP Sales Cloud

• Sales Force Automation
• Sales Performance Management
• Retail Execution
• Configure Price and Quote
• Subscription Billing
• Sales Enablement and Learning

SAP Service Cloud

• Comprehensive Self-Services
• Customer Service from Anywhere
• Integrated On-Site Service
• Services Process and Operations
• Automated AI Customer Service Ticketing
• Expedited, Scalable Issue Resolution

SAP Customer Data Cloud from Gigya

• Secure Customer Identity
• Enable Customer Consent
• Single Unified Customer Profile
• Building Digital Relationships
• Drive Registrations and Engagement

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Benefits

Customer-first
• Puts customers at the center of your business with deeply-integrated features that help build trusted
experiences.

Speed to market
• Open and extensible customer experience platform that shortens innovation cycles via a modern
microservices architecture.

Modular CRM system

• Modular applications for easier adoption of best-of-breed functionality with the ROI and scalability of a
suite.

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SAP Commerce Cloud
Give your customers a consistent and meaningful experience – across every channel, every time. Customers
expect great experiences when they buy from you. Meet those expectations and gain their loyalty with SAP
Commerce Cloud.

SAP Commerce Cloud is a comprehensive commerce platform that includes product content management,
experience management, personalization and order management. It is flexible, offering an agility layer so you
can innovate and test, and then implement with confidence. We support any go-to-market model, from B2C,
B2B, to B2B2C, and our accelerators package unique industry-specific capabilities for a variety of verticals.
Additionally, SAP Commerce Cloud includes many prebuilt integrations to SAP core business systems and other
solutions within the SAP Customer Experience portfolio.

Capabilities for Commerce

B2C Commerce
Strengthen customer loyalty and increase sales with consistent, personal experiences for your customers. The
B2C capabilities of SAP Commerce Cloud give your customers what they want, when they want it, every time
they interact with your business – online or in the real world. With every interaction you can gain further
customer insights, so when they come back you’re ready to deliver another great experience.

Your customers demand a convenient, fast shopping experience that looks great and works wherever they are.
SAP Hybris Commerce Cloud for B2C can help you deliver the consistent and personalized experiences, powered
by machine learning, that will turn them from customers into fans, while giving you the tools to respond quickly
to their changing needs.

You get the convenience and simplicity of a single platform that covers all channels – from mobile to chat to
social to call center – and your customers get a great experience, every time.
• SAP Hybris Commerce for B2C
• SAP Hybris Commerce
• SAP Hybris Commerce Accelerator
• SAP Hybris Customer Experience
• SAP Hybris Product Content Management (PCM)
• SAP Hybris Commerce, Order Management Services

Key Features:
• Show your products in their best light with diverse, rich content to captivate customers.
• Speak your customers’ language by adhering to regional customs and preferences.
• Manage orders from any channel from one place and give customers the freedom to choose how and
when they get their goods and services.

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 • Create an experience that will have customers coming back for more. SAP Hybris Commerce Cloud for
B2C reacts in real-time to their behavior and gives them a personalized experience that’s relevant to
their needs, powered by machine learning.
• Allow your customers to browse your entire catalog or quickly find exactly what they want. Our
advanced search and navigation capabilities make it easy to explore your site, and give you full control
over search results and ranking of products.
• Build an online community that helps your customers make the right purchase. SAP Jam Communities
integrates directly with SAP Hybris Commerce Cloud for B2C, and allows you to use content and reviews
to boost customer confidence in your products.

B2B Commerce
Create an omni-channel B2B experience to rival the best consumer sites. The flexibility and B2B functionality of
SAP Commerce Cloud give your customers the freedom to save repeat purchases and buy in bulk while providing
self-service and account management for buyers.

Everyone’s a customer. Deliver a B2C-caliber experience in a business environment with SAP Hybris Commerce
Cloud for B2B. This commerce solution can give your customers seamless opportunities to buy at every stage of
their journey, no matter the complexity of your business.

B2C-style personalization and targeting lets you exploit new market opportunities, and the ability to manage an
extended ecosystem of suppliers, distributors and partners and support multiple business models on a single
platform helps keep things simple and costs down.
• SAP Hybris Commerce for B2B
• SAP Hybris Commerce
• SAP Hybris Product Content Management (PCM)
• SAP Hybris Commerce, Order Management Services

Key Features:
• Manage content – and your entire catalog – from one place.
• Manage different businesses from a single platform, including your relationships with different
suppliers, distributors and partners.
• Advanced personalization and targeting, self-service, support for complex product configurations and
excellent search and navigation.
• Make order processing across all channels quick and easy, including complex arrangements such as bulk
ordering, order replenishment and multi-channel fulfillment.
• Cater for different buyer types, purchasing processes and payment options.
• Create an experience that will keep customers coming back. React in real time to their behavior and give
them a personalized experience that’s relevant to their needs.
• Enable B2B customers to manage their own accounts and place orders. They can assign rights to
employees, set up purchasing limits, and maintain individual budgets.

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 • Support even the most complex product configurations and specifications, including products with
multiple dimensions and price lists tailored for individual customers.
• Build an online community that helps your customers make the right purchase. SAP Jam Communities
integrates directly with SAP Hybris Commerce Cloud for B2B, and allows you to use content and reviews
to boost customer confidence in your products.

Product Content and Catalog Management

Consolidate product content and control information about your products with a built-in, easy-to-use system
that works across all channels. Wherever they are in their journey, give your customers rich, engaging content
including video, images and editorial content that really show off your products – including those syndicated
from multiple suppliers.

Get the right products in front of the right customers at the right time. SAP Hybris Product Content Management
puts you in control of the customer experience. It’s easy to keep catalogs updated, add new products or change
offers and do it all in hours, not weeks. Make it easy for your customers to find what they want with SEO and
brand consistent marketing campaigns. And, it’s built as a core component of SAP Hybris Commerce Cloud,
enabling you to deliver engaging and consistent product information across all channels.
• SAP Hybris Product Content Management (PCM)
• SAP Hybris Digital Asset Management by OpenText
• SAP Hybris Commerce, Data Hub

Key Features:
• Consolidate product related data and content and make it easily accessible and manageable for your
business users.
• Control all of your product content for all of your channels from one place.
• Classify and categorize products, manage catalog versions and import multiple supplier catalogs.
• Get products online quickly thanks to coordinated content creation and approval processes.
• Quickly get complex new products, such as bundled offers, online without IT intervention.
• Give your content a consistent appearance across all channels, so your customers always know what to
expect and how to shop.
• Create compelling experiences with rich and engaging content at the core.
• Utilize all of these features out-of-the-box with the SAP Hybris Commerce platform.

Omni-Channel Fulfillment & Order Management

One system takes care of your customers’ orders across all channels. They get a fast, secure experience that
allows them to choose between collection or delivery and benefit from fuss-free returns. You get to see all the
order information in one place and have precise visibility of your stock.

Make purchases and returns convenient for your customers. With the order management capabilities of the SAP
Hybris Commerce Cloud, you let them decide how they buy, collect and return their goods. They want to buy

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online, have a product delivered to their home but return it to a store? Easy. The order management component
enables you to manage your inventory while your customer gets their goods and services how they want.
• The Order Management Cockpit: Easily manage your stock and fulfillment processes with a single view
of inventory and orders across all channels
• Creating the Perfect Commerce Experience for the Omni-Channel Customer

Key Features:
• Let your customers choose to collect their purchases in store or have them delivered, with the same
flexibility for returns.
• Show stock availability across all channels in real time so your customers won’t be disappointed.
• An intuitive user interface makes it easy for business users to manage the fulfillment process.
• Gain a single view of inventory across your entire organization and optimize stock, sourcing and
allocation rules.

Creating Contextual Experiences

Get customers engaged with your products by creating a one-to-one experience that’s relevant every time. With
SAP Hybris Customer Experience, you can manage site layout and content across all channels and create highly
personalized experiences for your customers. Use our modern merchandising tool as well as historical data and
current behaviors to deliver the personal storefront that drives engagement and transactions.

Put great and relevant content at the heart of your online business with SAP Hybris Customer Experience, the
content management system that does more for your business – and your customers.

By giving you insights into what your customers need and want at a particular point in their journey, SAP Hybris
Customer Experience and SAP Hybris Merchandising enable you to deliver targeted, consistent and relevant
content and products. It’s not easy to build customer loyalty, but focusing on timely offers makes sure your
business has the best chance to remain their top choice.
• SAP Hybris Customer Experience: Create contextual experiences for specific target groups and use an
intuitive interface to easily modify your site layout
• SAP Hybris Merchandising: An easy-to-use slider-based interface in SAP Hybris Merchandising gives you
the power to create the merchandising mix, manage personalization rules and test variations
See the video at https://cx.sap.com/en/products/commerce/customer-experience#

Key Features:
• Easy-to-use tools make developing engaging content simple and quick.
• Make offers timely and relevant based on where the customer is on their buying journey.
• Create exceptional experiences for your customers across all channels, using information gathered
during their journey to give them the content they want when they want it.
• Keep up with visitors’ interests to turn them into buyers, with the ability to continuously adjust your
merchandising mix and monitor buying trends.
• Move product more efficiently by responding immediately to what’s selling right now.

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Products for Commerce
Become a true omni-channel business and drive digital transformation with SAP Commerce Cloud, delivering
contextual customer experiences and unifying customer processes across all digital and physical touchpoints.

SAP Hybris Commerce for B2C

SAP Hybris Commerce for B2C delivers the capabilities organizations need to adapt to changing customer
behavior and lead their digital transformation with omni-channel commerce.

SAP Hybris Commerce for B2B

Tame complexity by consolidating the management of multiple business models, channels and markets. SAP
Hybris Commerce for B2B helps organizations accommodate a wide variety of suppliers, distributors and stores
– all on a single platform.

SAP Hybris Commerce Accelerator

With working storefront templates and the business tools you need to create an exceptional customer
experience, this ready-to-use commerce solution is available in various industry flavors, including B2C, B2B,
Telco, Financial Services, Travel, and the Chinese market – so your sites will be pre-stocked with the market-
specific capabilities and features your customers want.

The SAP Hybris Commerce Accelerator is a ready-to-use omni-channel commerce solution complete with
working storefront templates and the business tools you need to create an exceptional customer experience.
This means your project starts with everything working; ready for you to rebrand and customize as needed. It’s a
starter solution based on the proven platform and architecture of SAP Hybris Commerce, and designed to speed
implementation and lower total cost of owner-ship (TCO).

SAP Hybris Commerce, Cloud Edition

SAP Hybris Commerce, cloud edition is the ideal option for deploying SAP Hybris Commerce without extensive IT
involvement. It gives you all the omni-channel commerce capabilities of the SAP Hybris platform in a world-class
private cloud.

SAP Commerce Cloud enables organizations to deliver personalized digital commerce experiences. The feature-
rich and comprehensive commerce platform simplifies digital transformation, reduces TCO, and accelerates
time-to-value. Download the solution brief for an overview of our industry-leading commerce cloud platform.

SAP Hybris Commerce, Standard Edition, for SME

Hybris Commerce simplified, Edge Edition takes the core features of our leading commerce solution and
packages it specifically to meet the needs of small and mid-sized enterprises, both B2C and B2B.

The essential tools for your SME’s digital transformation.

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Get the most important features and functions of SAP Hybris Commerce Cloud in a package that enables you go
digital and be competitive. SAP Hybris Commerce Cloud, standard edition can be the perfect solution for small to
medium-sized enterprises that want an industry-leading, omni-channel commerce solution. Help make your
digital transformation easy, fast and cost-effective.

SAP Hybris Product Content Management

Integrate with existing backend systems and consolidate multiple data domains onto a single platform with our
scalable, user-friendly PCM solution. Create a single source of truth that supports collaboration between
different departments and ensures content consistency across all sales and service channels.

SAP Hybris Commerce, Order Management

Help your customers make, receive and return orders through any channel they choose with SAP Hybris
Commerce, order management. With a centralized view of all order information, it complements existing back-
office logic as a hub for orders from multiple order entry systems, channels and touchpoints.

SAP Hybris Customer Experience

SAP Hybris Customer Experience brings you advanced web content management capabilities such as SmartEdit,
an intuitive new tool that builds relevant, personalized customer experiences.

SAP Hybris Merchandising

This SAP Hybris cloud solution provides contextual merchandising that personalizes the customer experience
based on real-time business metrics.

Whether they’re a loyal customer or a first-time visitor, with SAP Hybris Merchandising you can provide them a
customizable merchandising mix based on real-time context.

By using real-time business metrics to understand which products are selling well and what your customers are
interested in, SAP Hybris Merchandising helps you show new visitors and existing customers the right products
and offers at the right time. Visitors get a great experience, and businesses get the tools they need to create an
effective bespoke merchandising strategy and to adapt the merchandising mix to suit current conditions.
• Use product sales, margins, trends and product availability data to perfect the merchandising mix.
• Digital (Contextual) merchandising is critical for any digital storefront

Key Features:
• Integrate SAP Hybris Merchandising quickly and easily with other SAP Hybris products such as SAP
Hybris Commerce and SAP Hybris Customer Experience and common integration platforms.
• Keep up with visitors’ interests to turn them into buyers, with the ability to continuously adjust your
merchandising mix and monitor buying trends.
• Move product more efficiently by responding immediately to what’s selling right now.

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SAP Hybris Digital Asset Management by OpenText
Deliver great customer experiences across all your digital channels and take control of your digital assets with
SAP Hybris Digital Asset Management. Access, manage, use and repurpose your digital content - anywhere,
anytime.

SAP Hybris Digital Asset Management Cloud helps advertising, marketing, and commerce organizations optimize
management of rich media assets. You can efficiently create, centrally manage, and reuse content across your
enterprise – and all channels – by linking digital assets and your product and customer data within enterprise
applications. The result is greater productivity and creativity, better brand and messaging control across
channels, lower costs, and higher returns on digital assets.

Key Features:
• Enhanced brand control for omnichannel customer experience.
• Increase customer satisfaction and retention.
• Reduced operating costs.
• Better compliance through rights management and version controls.

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SAP Marketing Cloud
Understand your customers and respond to their behavior in real-time to give them what they want, when they
want it. Understand your customers at the individual level and intelligently engage them at scale. Modernize
marketing with real-time performance insights and data-driven decision making.

Develop a single view of first party customer data across the enterprise and gain deep insights to deliver
personalized experiences across channels and departments. Transform your marketing with multichannel
attribution and centralized performance management, so you can better understand the impact of your
campaigns and make more informed marketing decisions.

Capabilities for Marketing

Dynamic Consumer and Customer Profiling

Develop a consolidated view of customer data pulled from both online sources, such as browsing and social
media data, and offline sources, such as in-store purchase data, customer service calls, even back-office
accounts and inventory information. Gain holistic view of customers to better understand and anticipate their
interests and intent.

Convert valuable big data into a meaningful view of what your customers and unknown contacts are up to. Then
use that knowledge to personalize the experiences for each of them, and engage them on a level that builds a
long-lasting relationship.

With marketers using an average of at least 20 different systems and tools to gather huge amounts of data, you
need a solution that can look at it all to create a single view of the customer. SAP Hybris Marketing Cloud gives
you that view – and an understanding of the customer that goes beyond the everyday.
• The Profile Dashboard lets you analyze the interests of your customer base, the sentiments related to
these interests, and the channels in which your contacts are active
• See your customers’ journeys, from first contact to purchase and all the stages in between
See the video at https://cx.sap.com/en/video/kaltura/1_b2zcwh24/default

Key Features:
• Build complete, 360-degree customer profiles with transactional and behavioral data from multiple
channels – so you never miss an opportunity.
• Tap into hidden trends in customer behavior with propensity models and advanced analytics that
predict what they’re going to do next.
• Powerful discovery and visualization tools give deeper insights into behavior and patterns, helping you
to better understand your customers’ journeys.
• Integrate with SAP Hybris Profile for an even finer detail of your customer’s digital behavior, giving you a
deeper understanding of their intents.

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Segmentation and Campaign Management
Identify and build accurate target audiences and segments. Orchestrate cross-channel campaigns driven by
machine learning to deliver personalized experiences at scale.

Make your campaigns more effective with a solution that finds the right target audience and gets a personal
message to them, through the channels they use. With SAP Hybris Marketing Cloud, you can give your
customers individual experiences at exactly the right time, while giving you invaluable customer insight.

With powerful tools that enable you to analyze and use data as it’s created, you can react instantly to customer
behavior as it happens. And that data feeds your customer scoring and key performance indicators, helping you
make your next campaign as effective as the last one – if not better. This is marketing for today’s digital world –
personalized, targeted experiences that keep customers engaged.
• Build and Run Intelligent Marketing Campaigns
• How do you know who will connect with you and become a customer? With SAP and Facebook, you now
have two of the most powerful tools on the planet to find those people by identifying your best
customers and then finding others who look just like them
• Leverage high volume segmentation and predictive capabilities to find the right audience for your
campaign
• Easily set up multiwave, multi-channel and trigger-based marketing campaigns
See the video at https://cx.sap.com/en/video/kaltura/1_iawq6rtn/default

Key Features:
• Use rich, dynamic customer profiles to adapt and deliver personalized treatment in real-time.
• Do more with less: make your campaigns more effective to avoid spending money on campaigns you
don’t need.
• Get your campaigns ready faster, without involving IT, with easy-to-use visual exploration tools that
transform the look and feel of your marketing.
• Talk to your audience using the channels they prefer, from email to social media, for meaningful
conversations they’ll remember.

Commerce Marketing
Deliver seamless customer experiences from browsing to buying by leveraging previous interactions to
understand their needs to drive personalized shopping experiences.

SAP Hybris Marketing Cloud connects your marketing and commerce systems with each other, fueling the
commerce experience with powerful marketing. By using accurate profiles and an in-depth understanding of
your customers, SAP Hybris Marketing Cloud delivers a relevant commerce experience that works harder for
your business.
• See what your customers are looking at and use this information to tell them about products you'll know
they're interested in
• Translate customer interest into conversion through real-time personalized recommendations

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See the video at https://cx.sap.com/en/video/kaltura/1_bjm660vx/default#

Key Features:
• Links customer, transaction, social, clickstream and point-of-sale data to build a full customer profile.
• If a customer abandons their shopping cart, use targeted campaigns to get them back – and get them to
the checkout.
• Deliver intelligent recommendations with our self-learning solution that reads customer interactions to
select the best products and offers.
• Works with your software: our solutions are built to work with SAP Hybris Commerce but work just as
well with other commerce systems.

Marketing Analytics
Understand the performance of all your marketing activities with centralized performance management. Enable
your teams to make data-driven decisions with self-service visualization, analytics, and dashboards.

Great marketing isn’t about how much you do, it’s about making what you do more effective. And to figure out
if what you’re doing is having the right effect, you need analytics. SAP Hybris Marketing Cloud’s analytics
capabilities tell you what’s working and what needs working on, with tools and reports that make it simple to
make sense of your campaigns.

With its easy-to-use dashboards, report creation without the need for IT involvement, our marketing analytics
tools are all you need to make your marketing work harder for you.
• Integration with SAP BusinessObjects Cloud means you can use valuable data to build your own bespoke
dashboards and storyboards
• Comprehensive CMO dashboard is designed to give Chief Marketing Officers and executives a top level
overview of your marketing performance, using the KPIs and metrics that matter to your business
See the video at https://cx.sap.com/en/video/kaltura/1_nr11i51o/default

Key Features:
• Analytical apps for marketing experts, including Lead Dashboard, Customer Journey Insight, Marketing
Calendar and more.
• Specialized CMO dashboard for executive-level overviews and reporting.
• Reports and analytics that track both the success and the spend of your marketing campaigns on a daily
and long-term basis.

Marketing Planning and Performance

Be clear about your goals and how you will achieve them. Increase the transparency of marketing plans,
processes, and assets. Make data-driven decisions with real-time insights into budgets, expenses and product
availability.

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As marketing gets more complex, take control of everything you do with our marketing planning software.
Designed to give you the overview you need, our solutions make it easier to understand what works and what
doesn’t.

With this level of control over your campaigns, keeping on top of budgets and performance is simple, while
making changes is quick and easy. And because SAP Hybris Marketing Cloud gets your campaigns to market
faster, you’ll be able to get more from your efforts.
• See all of your campaigns in one place with the Marketing Calendar
• Share your work with your team and use collaboration capabilities to deal with issues before they
become a problem
See the video at https://cx.sap.com/en/video/kaltura/1_917t3q49/default

Key Features:
• By coordinating all of your marketing activities, you’ll be sure your whole team is working towards the
same goal – and that they’re all working together.
• Automated campaign and content creation speeds up the time it takes to get to market and makes
managing the work easier.
• Track budget, spend and how well your campaigns are doing – so you can make adjustments during the
campaign to increase its effectiveness and meet targets.

Marketing Loyalty and Advocacy

Turn customers into loyal advocates by rewarding them however they engage with your business, whether
making a purchase or writing a review. Gain deeper customer insights from their continued engagement.

Create a loyalty program that’s fit for today’s digital world - one that rewards customers every time they interact
with your business and gives you meaningful insight into their behavior. From writing a review to making a
referral, SAP Hybris Loyalty engages your customers everywhere and helps keep them engaged.
• Target customers better by leveraging location context through iBeacons and geo-fences
• Build customized digital loyalty cards and coupons that will automatically work across mobile wallets
from Apple and Google
See the video at https://cx.sap.com/en/video/kaltura/1_3xyav6fq/default
See the video at https://cx.sap.com/en/video/kaltura/1_wzm89obq/default

Key Features:
• Encourage customers to return by rewarding them for purchases and loyalty, so you get more data and
insight, helping to create an even more rounded customer profile.
• Turn loyal customers into brand advocates. They share their experiences with their network of contacts,
with cloud-based, advocacy-driven and mobile-delivered programs.
• Deliver a complete loyalty experience by integrating loyalty programs with your core commerce and
marketing operations across all channels.

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Marketing Lead Management
Drive greater demand and improve sales effectiveness. Get your sales and marketing teams working together.
Generate and nurture leads, and then hand them over to Sales along with the insights needed to successfully
convert deals and drive revenue.

Bring sales and marketing together and get them working towards a common goal: more customers and more
revenue. With marketing lead management from SAP Hybris Marketing Cloud, your sales people benefit from
marketing’s knowledge and expertise, thanks to tools that generate leads, nurture them, and seamlessly
transfer them to sales. Accompanied by the kind of customer insights that can make the difference between a
deal won and a deal lost, this is collaboration for the digital age.
• Clear, easy-to-read dashboards make managing your leads quick and simple
• Integrates natively with SAP Hybris Cloud for Customer for seamless business information flow and
integration with no need to modify IT business rules and integration logic

Key Features:
• Develop leads from the moment customers start their journey with you, getting the right messages to
them at the right time.
• Back up high-quality leads with in-depth customer intelligence and context to give your sales people a
flying start.
• Comprehensive overview of KPIs and benchmarks means you can keep an eye on how your lead
management is doing, and make it easy for everyone else to understand that information.
• Designed to complement SAP Hybris Cloud for Customer to work out-of-the-box and can be easily
integrated with third party solutions.

Marketing Customer Attribution

Understand what works and what doesn’t with close loop measurement of both digital and offline marketing
activities together in one view. Use multi-touch attribution to accurately measure each channel’s impact – and
optimize your marketing accordingly.

When your marketing efforts span multiple channels and touchpoints, it can be tricky to know which elements
are really helping you reach your audience and converting them into customers. SAP Hybris Customer
Attribution is a multi-touch attribution tool that makes it easier to assess your marketing performance.

Our patented machine learning technology measures marketing activities and their impact on customers across
all channels in real-time, so you can see what’s working, what’s not, and how best to optimize.

Marketing attribution lets you identify which various marketing touches influence or impact a customer’s
decision to purchase. SAP Hybris Customer Attribution utilizes a collaborative game theory approach to analysis,
for more accurate insights that can improve ROI.
• Optimize with confidence by understanding the impact of changes before you make them
• Track optimization success and watch your business grow

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 • Allows you to organize data to align with your business needs, gain insight into the performance of each
marketing touchpoint and immediately react to opportunities for growth

Key Features:
• Measure the incremental impact of all marketing elements simultaneously with machine learning
technology.
• Eliminate data discrepancies by capturing and enriching customer, marketing and media data from all
sources into a single, user-level view.
• Optimize with confidence with our predictive dashboard, so you know the impact of changes before you
make them.
• Drive optimal allocation of budgets in real-time with automated data feeds to all execution platforms.

Products for Marketing

This contextual marketing solution uses real-time insights to help you develop a deeper understanding of your
customers – and then deliver them highly individualized experiences across all channels.

SAP Marketing Cloud

Gain deeper customer insights with machine learning, and deliver in-moment customers engagements that are
individualized to their changing needs and interests. SAP Marketing Cloud solution provides flexible and
extensible platform to work within your investments and to grow with your business.

SAP Hybris Loyalty

SAP Hybris Loyalty is an advocacy-driven loyalty solution that can help you enhance customer retention in a
more meaningful way.

SAP Hybris Customer Attribution

SAP Hybris Customer Attribution uses patented machine learning technology, built on game theory, to help you
understand which of your marketing activities are driving specific customer engagements.

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SAP Sales Cloud
The buyer is changing. In the digital economy customers don’t rely on salespeople to inform them about
products and services. They turn to online information, communities and social networks. More than half of the
buying process is complete before a salesperson is involved.

To meet the demands of today's customers you need to know them inside out. They all come from different
industries, have different preferences and face unique challenges. What’s more, in the emerging business
landscape change is the norm. Trends emerge and products become celebrities, so you need to find new ways to
stay relevant and compelling every day.

That’s why we created SAP Sales Cloud. Built with mobile in mind, our AI-powered CRM platform can set your
sales team free to lead the pack in this fast-changing world. Empower your salespeople to personalize buyer
engagement, guide them to close more deals faster and align their behavior to your business goals with
integrated lead-to-cash process. With deal level insights into sales forecasts and pipelines, sales managers can
coach their team on the “next best” actions needed to convert prospects to customers. SAP Sales Cloud makes it
easy to take information from silos in the front and back office and put it in the hands of frontline sales teams.

Capabilities for Sales

Sales Force Automation

Streamline your sales processes so your team can spend less time on admin and more time selling. SAP Sales
Cloud frees up your people to create more leads and pursue opportunities with greater propensity to close, and
gives them the information they need when they need it to better nurture and engage customers

Pull everything you need to make selling a success into one place and take the daily grind out of data and admin
work. With SAP Hybris Sales Cloud, your sales teams get the data and information they need in one solution,
available wherever they are, on any device and on every platform, so they can make every interaction count.

Our advanced mobile cloud CRM solution means they spend more time selling and thinking of new, creative
ways to sell – and less on admin. All that organized, easy-to-digest data means they get to know the customer
better, too. So your relationships with your customers get stronger and last longer.
See the video at https://cx.sap.com/en/video/kaltura/1_ok5n1v5g/default
See the video at https://cx.sap.com/en/video/kaltura/1_jtoeiy72/default

Key Features:
• Real-time analytics, out-of-the-box interactive dashboards and embedded reports with real-time
content mean sales people can drive the right opportunities to close while steering clear of unwanted
surprises.

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 • Account and opportunity management allow users to make fast account updates, get complete
customer intelligence and keep everyone in the loop in every customer conversation. They can quickly
scan a business card from any mobile device to create a lead or opportunity.
• Predictive analytics quickly identify top account influencers and bring them into the sales process.
Machine learning with lead and opportunity scoring enables sales to focus on deals that have a higher
propensity of closing, to maximize the chance of winning the deal.
• Discover new opportunities with real-time lead scoring. This shows you which leads are more likely to
close successfully, with each one given a number based on similar opportunities that have led to a sale
in the past. The higher the number, the higher the chance of success.
• Find the team members with the best and most relevant client relationships, so you can ensure that the
right people are on the right deal.
• Work more efficiently with everyday office tools. Integration with Outlook, Gmail, Lotus Notes and
Evernote means customer information and notes sync automatically.
• Automatically push information such as pricing and quotes to sales people so they don't have to hunt for
it.
• Keep your sales people informed with everything they need to know about a company – from finances
to stock levels – all pulled automatically from SAP ERP and CRM systems.

Sales Performance Management

Accelerate your sales teams’ performance and build a rock star sales team from day one. Turn sales strategy into
action to drive revenue, exceed goals and objectives and build an effective and efficient sales team.

Take a holistic approach to ensuring your sales reps are set up for success. With territory and quota planning,
forecast optimization, and prescriptive analytics, our sales performance management solutions help your sales
reps sell more.

It starts with setting your sales reps’ territories and quotas based on data, not gut feel. Once territories are set
up for success, use data to ensure forecasts are accurate and based on historical performance trends, combined
with your sales reps’ activity on deals. Finally, make sure your sales compensation plan is driving the right
behaviors to drive the right results.

Solutions:
• Commissions
o Eliminate commission overpayments
o Accelerate commission calculations
o Speed up dispute resolution time
o Increase sales productivity
• Territory & Quota
o Align sales territories to corporate goals
o Simplify territory management
o Accelerate plan implementation

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 o Reduce manual spreadsheet work
• Revenue Recognition
o Capitalize and amortize commission costs
o Automate revenue recognition and ASC 606/IFRS 15 compliance
• SalesMotivate
o Incent sales reps with contests and leaderboards
o Track activity and reward progress
o Motivate sales reps anytime, anywhere
• Datahug Sales Forecasting and Pipeline Management
o Gain visibility into your pipeline
o Accurately forecast quarterly revenue
o Drill down into individual deals and coach sales reps to help close deals
• Thunderbridge Analytics
o Explore Lead to Money data in real time
o Uncover lost dollars and missed opportunities
o Discover insights and share answers quickly
• Thunderbridge Augmented Intelligence (AI³)
o Enhance performance with prescriptive recommendations
o Make quick, confident, and impactful decisions
o Deploy continuous machine learning without data scientists

Configure Price Quote

Go beyond automated quote and proposal processes with pricing behavior intelligence to help determine
pricing trends. See what products are selling most, to whom, when, and at what price.

CallidusCloud CPQ fuses performance with intuitive functionality:

• Configuration
o Eliminate errors and enable new sales reps to sell faster by using easy-to-follow configuration and
pricing processes.
• Pricing
o Handle all your complex pricing calculations and leverage recommendations and margin guidance
with CPQ.
• Channel and Partners
o Support distribution channels and geographies by giving all your sales channels self-service access
online and through mobile devices.
• E-Commerce
o Improve customer experience with a simplified e-commerce solution.
• Administration
o Business users can manage all offering data, rules, and workflows without IT involvement.
• Rules and Approval Workflow
o CPQ automates and streamlines any approval process, no matter how complex.

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SAP Hybris Revenue Cloud
Monetize innovative, timely and experience-rich offers in an omnichannel environment with an intelligent billing
solution that leverages a 360-degree customer view to deliver optimized customer outcomes.
See the video at https://cx.sap.com/en/video/kaltura/1_th9fnyd4/default

Key Features:
• Order and Contract Lifecycle Management
o Automate contract lifecycle management and order fulfillment processes across multiple systems
• Order Orchestration
o Bridge the gap between the front end and complex Order Fulfillment processes in multiple
fulfillment systems and backends
• Subscription Billing
o Manage revenue, billing and invoicing for subscriptions, one-time billing, and usage-based billing
scenarios, including partner settlement with subscription billing
• Ready-to-Go Integration
o Combine Hybris Revenue Cloud with the SAP Hybris portfolio of Sales, Service, Commerce, and
Marketing solutions to deliver great customer experiences, simplify your front office, and transform
your business

Sales Enablement and Learning

There’s little margin for error in our current sales environment. Sales reps need to get up to speed quickly and
have the right content and selling points to advance and close deals. That’s why a state-of-the-art sales
enablement suite can make a big difference in your bottom line.

Litmos, CallidusCloud’s easy-to-use corporate training system, is also indispensable, not just for sales but for
employee compliance, partner learning, and customer training. Litmos has over four million users and helps
companies big and small meet their goals for reducing risk, improving productivity, onboarding, and increasing
engagement. Our cloud-based solution unifies virtual, classroom, mobile, social, and eCommerce capabilities in
a single, secure, and scalable platform.

Solutions:
• Litmos Learning Management System
o Build online courses
o Follow learning paths
o Learn through instructor-led training
o Take assessments and quizzes
o Track through reports and dashboards
o Get feedback through surveys, messages, and notifications
• Sales Enablement
o Access content easily through a content repository
o Focus selling with Deal Portals

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 o Guide sales reps through playbooks
o Gain access through mobile devices
o Provide channel access
• Litmos Content
o Access a huge library of training courses
o Learn via video
o Blend content, including workbooks, infographics, factsheets, and more.
o Discover new courses each week
• Sales Coaching
o Discover the most effective coaching techniques
o Customize performance programs with clear objectives
o Track performance in a dashboard
o Get feedback through real-time assessments
• Litmos Training Ops
o Establish certifications
o Create subscription-based learning passes
o Offer voucher or credits through pre-paid agreements
o Process global taxes
o Support over 100 currencies
o Manage expenses

SAP Hybris Sales Cloud

Create a consistent and engaging retail experience at the shelf by ensuring your products are in front of the right
customers, for the right price, at the right time.

Sell the right product in the right place, at the right time and for the right price. And while you’re there make
sure the in-store experience is the best it can be. That’s the sort of flexibility and strength offered by the retail
execution capabilities in SAP Hybris Sales Cloud.

Sales teams and merchandisers who sell consumer products into retail stores will appreciate this advanced
mobile cloud CRM solution which keeps them updated and informed while they’re on the road – or in the store.
It helps them plan their trip, see what needs doing when they’re there – and then plan their follow-up visit.

Plus, insight into promotions and campaign results makes it easy to track ROI and understand what works. Start
developing your perfect store strategy today and engage with your consumers like never before.
• Instant access to information about stores, promotions and purchases mean field reps will always be up-
to-date with what’s going on when they make retail visits.
• Continually improve campaigns and promotions with critical in-store insights, so sales and marketing
managers can make the right decisions.
• Improve merchandizing effectiveness with the execution of in-store activities, such as store checks,
competitor audits, and planogram checks using image intelligence powered by artificial intelligence.

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 • Use insights from store visits in real time to make fast decision on product placement, pricing,
packaging, and promotion to stay ahead of the competition.

Products for Sales

SAP Sales Cloud is our easy-to-use cloud sales application. Going well beyond the traditional CRM approach, it
maximizes sales productivity by making great use of real-time analytics, email and notes integration,
collaborative and social selling, sales performance management and much more.

SAP Hybris Cloud for Sales, Retail Execution

Get real-time ROI on campaign results while strengthening your customer and vendor relationships with SAP
Hybris Cloud for Sales, Retail Execution. Designed for organizations in manufacturing, distribution and retail, it
enhances the productivity of sales representatives by providing a guided selling approach to execute on the
perfect store visit.

Sales Force Automation

Streamline your sales processes so your team can spend less time on admin and more time selling. SAP Sales
Cloud frees up your people to create more leads and pursue opportunities with greater propensity to close, and
gives them the information they need when they need it to better nurture and engage customers.

Sales Performance Management

Accelerate your sales teams’ performance and build a rock star sales team from day one. Turn sales strategy into
action to drive revenue, exceed goals and objectives and build an effective and efficient sales team.

26
SAP Service Cloud
Whether via self-service, contact center or field service visits, your customers expect great service before, during
and after their purchase. Creating seamless service experiences and supporting your customers throughout the
entire buying journey will help you differentiate from the competitors and drive revenue. It’s time to rethink
customer service. It’s time to make your customers happy.
See the video at https://cx.sap.com/en/video/kaltura/1_5y20aylw/default

With SAP Service Cloud, your organization can give its customers the right service on the right channel,
delivering an excellent customer service experience at every point in their journey.

Capabilities for Service

Comprehensive Self-Service
Improve customer satisfaction and reduce support costs by giving your customers the tools they need to find the
right answers.

Customers appreciate easy and effective self-service that saves time and gives them the flexibility they need.
Help your customers help themselves with self-service solutions from SAP Hybris. Give them easy access to
product information, let them share and discuss experiences in communities and – if problems arise – allow
them open service tickets online.

Pick the solution that works for you, or combine them for the complete package. The self-service offerings can
be embedded in core SAP Hybris solutions for a fully integrated experience.
See the video at https://cx.sap.com/en/video/kaltura/1_n7ejk0ct/default

Offerings include:
• SAP Jam Communities
o Create support communities that encourage collaborative information-sharing and problem solving,
available day and night. When your customers get answers from forums and groups they're not
queuing on the phone and they’re contributing to the knowledge base – so you get even more
insight into their needs and interests.
• SAP Jam Collaboration
o Give your service agents easy access to key information and expert knowledge so they can solve
problems faster. Collaboration between different parts of your organization helps your people deal
with customer issues as a team – and that's good for your business and your customers.
• SAP Hybris Knowledge Central by MindTouch
o Publish all of your product information, problem solving content and expert advice in one place so
customers and support staff can find answers and resolve queries, quickly. With Knowledge Central
it’s all easily accessible and you get to see what your customers are interested in.
• Self-Services via SAP Hana Cloud Platform Portal

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 o Give your customers easy access to self-services from the SAP Hana Cloud Platform (HCP) portal.
Create and edit tickets, add attachments, and track ticket status with a simple dashboard.

Omni-Channel Call Center

Transform your call center into a true customer-engagement center by meeting customers in the channel of
their choice, answering questions quickly and driving purchasing decisions with expert guidance.

When your customers have questions related to products, services, deliveries, invoicing or anything else, you
need to make it easy for them to contact you. With SAP Hybris call center solutions, you can serve your
customers via the channels they prefer. You can also give your service agents easy-to-use tools and access to
relevant customer data to make service interactions smooth and personalized.

SAP Customer Engagement Center offers a unified agent desktop with built-in communication channels,
ticketing and visibility into customer data and interaction history. You can offer your customers easy access to
support via phone, chat, video or email. Your agents can respond to customer contacts, create service tickets
and view customers’ service and interaction history, all within a single application. And SAP Customer
Engagement Center comes integrated with SAP ERP, so agents can manage ERP sales orders and other
transactions within the same user interface.

Advantages:
• From online chat to email, no matter which channel a customer uses to ask a question, the agent sees all
interactions in a single window, so is always informed.
• With easy-to-use workflow rules it’s simple to decide the best course of action for a request – categorize
it as a question, complaint or compliment and then make sure the right agent works on it for the best
result.
• Use social media as part of your customer service. Move quickly and easily from social channels to
traditional support channels, and combine data from social data with in-house data to establish
complete customer profiles.
• See how your customer service team is performing with powerful analytics that help to track response
and enquiry handling times, as well as using trend prediction to advise on the kind of enquiries they can
expect.

Proactive Field Service

Deliver seamless service in the field. Know what resources are available and equip your service technicians with
the right knowledge and connect them with the right parts to solve onsite problems.

Field service technicians are often your only representatives who set foot on a customer site, so it's vital that the
work they do and the information they communicate lives up to your brand promise.

28
With SAP Hybris Service Cloud field service solutions, you’ll get the right people to the right jobs, and they’ll
arrive backed up by the right parts and knowledge to get the job done. Your customers get the results they want
and your people get the tools they need to deliver a first-class service experience.
See the video at https://cx.sap.com/en/video/kaltura/1_mcui8pis/default

Advantages:
• React to changes in demand with easy-to-change schedules that get the most-qualified people on site,
at a time that works for the customer.
• Field service technicians have access to information while they’re on site, even offline, so they can sort
out problems more quickly.
• Handle comprehensive field service engagements – from work orders and service-level agreements
(SLAs) to contracts, warranties, and service parts.
• Manage your field service agents' onsite activities and track their performance with software for iPhone,
iPad, Windows Tablet and Android devices - at no extra cost.

Products for Service

Our cloud-based customer service and field service software makes it easy to offer a consistent experience
across all channels, access complete and contextual customer information, and gain real-time insight into call
center performance and field service management.

SAP Customer Engagement Center

Resolve your customer queries faster with a unified agent desktop with built-in communication channels. Create
a consistent customer experience by managing all customer contacts in the same interface.

Proactive Field Service

Deliver seamless service in the field. Know what resources are available and equip your service technicians with
the right knowledge and connect them with the right parts to solve onsite problems.

Omni-Channel Call Center

Transform your call center into a true customer-engagement center by meeting customers in the channel of
their choice, answering questions quickly and driving purchasing decisions with expert guidance.

SAP Hybris Real-Time Communicator by Genband

The internal and external chat tool and internal video chat tool allows enterprises of all sizes to improve
workflow and communications processes by enabling sales, service and business professionals to instantly chat,
video conference and collaborate in real-time with their customers and co-workers.

Genband Real-Time Communicator is integrated with SAP Hybris for Sales, SAP Hybris for Service, and SAP
Hybris Commerce by means of GENBAND’s industry-leading communications platform-as-a-service (PaaS),

29
Kandy, to augment customer engagement and commerce solutions with real-time communications capabilities
for customers, partners and employees.

Features and Benefits:

• Genband Real-Time Communicator offers personalized engagement and collaboration capabilities that
allow Hybris customers, partners and employees to improve productivity and business results.
• Genband Real-Time Communicator can be seamlessly integrated into commerce platforms, supporting
customer engagement and enabling simpler collaboration capabilities for sales, service and business
professionals by using embedded communications within their business applications for presence,
instant messaging, voice/video chat, and screen sharing collaboration.
• Genband Real-Time Communicator delivers a superior communications experience, while driving
positive business outcomes and results. For example, real-time online assistance can dramatically
improve customer service and reduce online shopping cart abandonment rates and increase the average
order amount.
• The GENBAND Kandy platform offers customers access to best-of-breed applications and services.

30
SAP Hybris Billing
Deliver a better customer payment experience, find new revenue streams and streamline your quote-to-cash
process. Innovate with agility and achieve transparency across the entire revenue management process with
the most scalable, flexible, highly-automated billing, invoicing and revenue management solutions available
today. Accurately anticipate the impact of new pricing models, combining both products and services, basing
offers on direct consumer insight, ensuring the best outcome.

Capabilities for Billing

Subscription Order Management

Acquire new customers with targeted subscription offers, give them the consistent omni-channel experience
they demand with responsive changes to existing subscriptions that resonate and keep customers coming back
for more.

Enter and disrupt new markets by using SAP Hybris Billing, subscription order management to design customer-
targeted subscription offers that are instantly available to order. Keep customers happy and protect your
bottom line by making sure complex packages can be delivered and are billed correctly.

Key Features:
• Be agile and find new customers by quickly designing and adapting subscription offers that contain the
right mix of products, projects, recurring and one-time services, entitlements and third-party content.
• Capture and monitor subscription orders to ensure that what is ordered is both delivered and billed
accurately.
• Give your agents a single view of customer interactions throughout their journey, to deliver a great
customer experience and reduce costs.
• Manage contract changes, renewals and extensions automatically.
• Manage B2B master agreements and account hierarchies.
• Reduce order management costs by specifying entitlements, such as what a department can order or
buy, and defining a credit pool that can be used across departments.

Responsive Quality Control

Measure customer data in real-time or batch and react flexibly. Mediation by DigitalRoute makes sure data is
collected, streamlined and consolidated for pricing and charging, while Service Control helps you act and react
to that data, providing real-time service for a better user experience. This combination delivers a seamless flow
of measured usage data directly from your network into downstream systems such as billing and fraud
management.

To bill your customers accurately for the services they use, you need a mediation solution that makes usage data
flow seamlessly to systems such as billing and fraud management – without loss, duplication or corruption. You
also need to manage the services you provide in response to customer behavior, to help them use your

31
infrastructure more efficiently and adhere to their own usage limits. To make this vital process happen SAP
Hybris provides mediation and service control solutions by DigitalRoute.

Mediation Key Features:

• Control how you collect data from a wide range of sources on your network with easy-to-use drag-and-
drop tools.
• Filter, consolidate and transform this data into the right formats before routing it to systems such as
billing, fraud management, service assurance and business analytics.
• Streamline your data collection with a single data collection hub to deliver usage data to downstream
billing systems.
• Manage both real-time (active) and batch (passive) mediation needs on a single platform.
• Reduce under-billing thanks to accurate data collection from a crash-proof solution.
• Scale up by adding new servers with the reassurance of 99% uptime.

Service Control Key Features:

• Reduce the load on downstream systems by sending them only necessary data.
• Control the services you provide all the way down to individual subscriber level.
• Measure the services a customer is using and react according to the service limits they set.
• Reduce costs and complexity by using a single service control system for all your service delivery
platforms.
• Improve customer satisfaction by monitoring their spending and reacting in real time according to policy
rules you set.

Agile Charging
Put your customer at the center of your prepaid and postpaid subscription business models with tailored
subscription offers brought to market faster than the competition. An intuitive, coding-free user interface
provides usage-based pricing support, while shared revenue calculations results in accurate bills and happy
partners.

Whether your company is subscription-based, usage-based, or a hybrid of the two, you need to be equipped to
launch customer-focused pricing models and offers that differentiate you from the competition. Meter the
services you deliver and calculate usage-based fees and subscription charges in real-time to give your
subscribers control over their spending.

Key Features:
• Configure, not code: bring new pricing models to market with agility and stay one step ahead of the
competition.
• Deliver great experiences by designing pricing models that reward loyalty and offer partners flexible
terms.
• Manage pricing for multiple services on a single platform that dynamically scales from small to extreme
transaction volumes with 99.999% uptime.

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 • Put the customer first by letting them buy, stack and share allowances, entitlements and add-ons across
all their devices, family members or business units, and make changes to those allocations in real time.
• Get going quickly with flexible APIs that let you integrate SAP Hybris Billing, charging into your current
business environment easily.
• Create personalized, targeted offers while still keeping your product catalog manageable and consistent.
• Be ready for the internet of things with support for large numbers of connected devices and, shared
users and quotas.

Invoicing
The clearer and more accurate the bill you send your customers, the happier they will be and the fewer
questions you’ll have to deal with. The invoicing component of SAP Hybris Billing pulls billing information from
different lines of business and third-party partners, consolidating it in a single, clear summary. It also delivers
more personalized services such as invoice-level discounting.

A well-designed invoice reduces questions and avoids payment delays. As your business grows and you rely on
an ever-larger network of partners, you need an invoicing platform that will enable effective high-volume billing,
automatically pulling together charges from different lines of business and partners and presenting it all on one
clear bill. SAP Hybris Billing, invoicing will provide the informative bills your customers want, while letting you
provide a personalized service with invoice-level discounting.

Key Features:
• A clear invoice makes customers’ lives easier, cutting down on enquiries and encouraging prompt
payment. Provide your customers with informative summaries and details on a single bill covering
multiple lines of business.
• Accommodate third-party partnerships and keep your customers informed by telling them who is
responsible for which charges.
• By consolidating billing items from multiple lines of business, you save money on printing and mailing
costs.

Versatile Document Management

With Digital Documents by OpenText you can easily create and personalize business communications – in both
digital and hard-copy formats – including bank statements, bills, invoices and receipts without IT intervention. It
integrates with other SAP Hybris customer service and commerce applications to keep your communications in
one place so you can serve your customers better.

To properly track customer engagement and service, you need all your communications in one place, accessible
from anywhere. Digital Documents by OpenText helps to improve your communications, thanks to its intuitive
interface for computers and mobile devices.

With Digital Documents you can easily create banking statements, SAP Hybris Commerce order confirmations,
product information, quotes, contracts, bills, paper and electronic invoices, receipts and coupons. It’s easy to

33
personalize business communications without IT intervention. Digital Documents easily integrates with other
SAP Hybris customer engagement and commerce applications, to give you the centralized communications you
need to provide excellent customer service and make sales.

Key Features:
• Changes to documents are available immediately across all company products, saving time and ensuring
consistency.
• Reduce mailing and distribution costs by 50%.
• Reduce TCO by consolidating communication processes, eliminating dependency on third-party
technologies and relieving IT of document maintenance.

Customer Financial Management

Increase customer satisfaction and reduce lost revenue with our customer financials solution. It manages the
revenue flow with highly-automated receivables and payments handling, through sophisticated credit and
collections, giving your agents a 360° view of financial customer data for better, more relevant support.

With the customer financials component from SAP Hybris Billing you can automate back-end tasks so your
agents can get on with providing service with a personal touch. It’s a solution built to work with all payment
channels, from credit cards to checks to cash to bank transfers.

Key Features:
• Automate back-end processes to reduce costs and free up your agents to deliver great service.
• Make it easier for your agents to manage customer accounts and avoid uncollected revenue with
integrated customer care and dispute management.
• Manage payments from multiple sources in one system and enable flexible payment options for
customers including partial payments, promise-to-pay and payment plans.

Consolidated Billing
Streamline billing for complex products and services. SAP Hybris Billing, flexible solution billing lets you bring
packages of products, subscriptions and usage services into a single quote, contract and invoice for better
accuracy, satisfied customers and fewer payment delays.

Thanks to SAP Hybris Billing, flexible solution billing’s streamlined and accurate invoices, your B2B customers will
have fewer billing questions and pay faster. You can consolidate even complicated B2B product and service
packages into a single bill, and personalize each before it’s sent to the customer.

Key Features:
• Combine products, projects, subscriptions and usage services into a single quote and contract, and onto
a single invoice, with a system that’s integrated with your existing SAP Sales and Distribution and
Accounts Receivable solutions.

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 • Reduce the manual effort required to merge services, projects and products on a single invoice to save
time and money.
• Improve the customer experience with a single quote, single contract and single bill for even the most
sophisticated B2B offerings.

Products for Billing

Monetize your digital transformation. SAP Hybris Billing offers full transaction transparency, supporting local and
international accounting needs from small businesses to large enterprises. It is available for both B2C and B2B
scenarios as either separate billing and invoicing solution components or a full, end-to-end solution.

Subscription Order Management

Create real-time, personalized subscription offers based on a 360° view of customer activity and interactions –
and make them instantly available for quoting and ordering across all channels.

Mediation by DigitalRoute
Created by DigitalRoute, the mediation component of SAP Hybris Billing lets you collect, verify, filter and
consolidate usage data from a wide range of sources across all systems, before routing it to applications such as
billing, fraud management, and business analytics.

Service Control by DigitalRoute

Calculate and aggregate service usage and view behavioral histories for an accurate and relevant response in
accordance with defined subscriber profiles. The service control component is an extension of SAP Hybris Billing,
mediation.

Charging
Use the charging component of SAP Hybris Billing to quickly configure, test and align monetization models for
adaptable customer pricing and partner revenue-sharing models. With this in your toolbox you will be able to
create personalized, flexible offers that stand out from the competition.

Invoicing
Get a streamlined process for developing consolidated views of billing across multiple services with this invoicing
component of SAP Hybris Billing. Send clear and accurate invoices to ensure prompt payment and reduce billing-
related customer inquiries.

Customer Financials
Optimize revenue management with the customer financials component of SAP Hybris Billing. Use contextual
insight into customer behavior and trends to enable highly customized service, and automate payment tracking
to ensure bills are paid and collected on time.

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Flexible Solution Billing
Consolidate billing for both products and services with simple, configurable invoicing thanks to this flexible
solution billing component.

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SAP Customer Data Cloud
Your goal is to grow your audience, boost conversions and engagement, foster long-term brand loyalty, and
provide a more secure and privacy-friendly digital ecosystem for your business and your customers. Achieving
this in today’s rapidly evolving marketplace requires a solution for building digital relationships with customers
based on transparency and trust, but doing this on your own isn’t easy.

With three, tightly integrated products to offer, the SAP Customer Data Cloud from Gigya can help your business
securely identify consumers across devices and channels to drive registrations and engagement, manage their
permissions and consent across their entire lifecycle, and transform data into unified customer profiles that are
governed, orchestrated and analyzed from a central and secure environment.

Capabilities for Customer Data

Customer Identity
Provide seamless and secure access for customers through best-practice registration and social login screens
and flows easily customizable to your business case. Gather valuable, permission-based data to drive more
personalized experiences while protecting customers’ personal data.

Turn anonymous online visitors into known, loyal customers. Securely identify and engage customers across
channels and devices, provide a convenient way for customers to connect with your digital properties, deliver a
more relevant customer experience based on first-party data, and protect your customers and your business
with advanced security and privacy features.

Key Features:
• Create a frictionless experience across brands, channels and devices, with secure registration and social
authentication screens and flows customizable for your particular business case.
• Securely identify online visitors from any touchpoint, with federation standards, single sign-on
functionality, and risk-based, multi-factor, and password-less authentication options.
• Capture customers’ permission-based identity data to power personalized, in-moment marketing, sales
and services, while respecting consumer privacy and addressing data protection regulations.
• Benefit from specialized protection against account takeover and DDoS attacks, as well as account
harvesting detection, with a “strength in numbers” approach to information security.

Customer Consent
Address regional data protection regulations, including the European Union’s General Data Protection
Regulation (GDPR), while enhancing customer trust through more transparent online interactions and full
lifecycle consent management. Enable customers to maintain control over their own data through an intuitive,
self-service preference center.

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Centrally manage your customers’ preferences and consent settings throughout their full lifecycle, from
awareness to advocacy and beyond, while putting them in control of their own data. Build customer
relationships based on transparency and control while complying with regional data protection laws such as the
European Union’s General Data Protection Regulation (GDPR).

Key Features:
• Implement customizable, out-of-the-box workflows to present clear consent requests for terms of
service, privacy policies, cookie consent (ePrivacy), marketing communications or any other permission-
based activities.
• Automatically trigger requests to renew consent every time terms and policies change. Updates are
time- and date-stamped and recorded in our secure vault, while administrators gain access to a
complete history of consent to efficiently address regulatory audits.
• Enforce consent across every channel in your digital ecosystem and address key data privacy
requirements by synchronizing customers’ profile and preference settings with downstream applications
and services.
• Offer your customers the ability to manage all aspects of their relationships with your brands, including
their profile information, preferences and consent settings through a self-service preference center
accessible through their account profile on any device or platform.

Customer Profile
Break down data silos and transform a variety of attributes into a single unified profile that can be orchestrated
across every application and service. Centrally govern customer accounts and data to enable a more stable and
integrated digital ecosystem, and analyze data to drive more effective in-moment marketing.

Build rich customer profiles from permission-based customer data and seamlessly orchestrate them across every
application and service in your technology stack. Administrators gain granular governance of all customer
accounts and technology platforms from a central location, and marketers get access to advanced analytics and
reporting features to drive better customer segmentation and personalization.

Key Features:
• Centralize your customer data within a fully indexed, dynamic schema database that can capture a wide
variety of structured and unstructured information, then transform it into unified customer profiles.
• Orchestrate customer identity, profile and account status via integrations that enable bidirectional data
flows between marketing, sales and service applications. Powerful data extract, transform, and load
(ETL) features ensure maximum flexibility for data transformation and synchronization.
• Govern all customer accounts and data from a centralized location and gain access to an audit trail of all
administrative- and customer-initiated updates. Meanwhile, advanced error and exception handling
helps address anomalous activities and behaviors.
• Analyze customer identity, profile and account status data to gain a deeper understanding of your
audience and drive more accurate segmentation, with cross-platform analytics, social data insights, and
flexible reporting. Go further by easily integrating data into today's leading analytics providers.

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Products for Customer Data
Build trusted digital relationships with your customers and grow your audience by turning unknown online
visitors into known, loyal customers. Increase consumer engagement, trust and loyalty and protect your
business.

Customer Identity
Give visitors a frictionless and secure “front door” to your business, with traditional, social and passwordless
registration, single sign-on, and data federation features. Identify customers across all digital touchpoints while
protecting them from identity theft and fraud.

Customer Consent
Build trust with customers by presenting clear terms and policies, tracking and managing consumers’ profiles,
consent and preferences across their relationship with your business in an audit-ready vault, and put customers
in control of their data through a self-service preference center.

Customer Profile
Transform a wide variety of customer profile data into a single unified profile that can be governed centrally and
orchestrated broadly across brands, channels and markets, and analyzed to deepen your understanding of your
audience and drive conversions and loyalty.

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Architecture and Technology
SAP Hybris Cockpits
These cockpits serve as a base for a variety of components used in the Hybris applications. Some are further
defined below.

Backoffice Cockpit
The new generation Hybris backoffice application (version 6.0 and up), the backoffice replaces the HMC cockpit,
it offers more flexibility than the former cockpit framework and a nicer UI. This tool has just become the largest
and most recent cockpit. It will replace the HMC in the near future and other cockpits in the distant future.

The Backoffice Administration Cockpit for SAP Hybris Commerce is an administrative tool to help you run your
business efficiently. It enhances the capabilities of the Backoffice UI Frame-work, providing ready-to-use,
reusable components that enable you to build custom business tools tailored to specific user needs, simplifying
administrative tasks.

To access the backoffice : http://localhost:9001/backoffice/login.zul (Replace localhost with your Hybris domain
name or ip address if it’s not a local server).

Key points about the backoffice application:

• It’s highly customizable (xml)
• It displays the proper application mash-up depending on his business role

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 • Everything can be done from the backoffice application (when connected as an admin)
• The ybackoffice extension template is used to generate a custom extension within which you implement
your own components. These components are then reusable in the Application Orchestrator and in the
Web application of the backoffice extension

Key advantages of Backoffice:

• The new architecture allows developer to focus and spend more time on important things (application
logic) instead of all secondary tasks (e.g. security - authentication and authorization, notifications etc.)
• It offers a lot of standard reusable components so you can create new applications faster (from ready
blocks):
o actions: create, delete, search etc.
o editors: decimal editor, text editor, reference editor etc.
o widgets: collection browser, border layout, explorer tree etc.
• Your applications will be more consistent and intuitive, because they use the same components
• It groups applications in one place, so the client does not need to know many URLs (he can open one
application and everything will be in one place)

WCMS Cockpit (Web Content Management System)

The most common cockpit, SAP Hybris Web Content Management module is used for the management of
content across multiple channels like Online, Mobile and other user interfaces (dynamique and static). By using
this WCMS Cockpit, users can easily manage their website pages. It provides an Interactive Graphical User
Interface based interface for data management for all the channels.

In Hybris, the entire UI of the storefront is managed through WCMS concept. These different terms are used in
WCMS for defining the UI structure of the site:
• Page Template: Page template defines the blueprint or the layout of the pages.
• Content slot name: It’s the name of the content slot which basically defines the position within a page
template.
• Content slot: It contains the list of CMS components, hence it’s called as a container of the components.
• Page: It’s the actual web page which displays the information on the site.
• Component: Component often called as CMS component which holds the small chunk of information in
WCMS.

To access the WCMS cockpit: http://localhost:9001/cmscockpit/index.zul (Replace localhost with your Hybris
domain name or ip address if it’s not a local server).

The WCMS Cockpit contains the following areas:

• Navigation Area
o On the left hand side, you have the navigation pane, where you can navigate to Shortcuts, Queries,
Websites and the History tab.
• Browser Area

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 o In the center, you have the Browser area, which is used to manage web content for all the channels.
You can add Top Header, Bottom Header and Footer.
• Cockpit Area
o On the right hand side, you have the Cockpit area.

In the hybris WCMS Cockpit we can:

• Create and update website pages and content components
• Check and change website pages status
• Synchronize catalog versions of your website
• Create collections of chosen pages
• Search for website pages, according to advanced criteria

Key features of the hybris WCMS Cockpit:

• Multi-channel publishing
• Different content types
• Ease of use
• Marketing integration
• Technology independence

CS Cockpit (Customer Service)

The cockpit used to manage orders and customers, it was originally designed to be used by the customer service
from a call center. Supports customer service employees to check on customers’ orders, change them, take over
the order process, handle complaint tickets and other typical call center tasks.

To access the CS cockpit: http://localhost:9001/cscockpit/login.zul (Replace localhost with your Hybris domain
name or ip address if it’s not a local server).

In the Customer Service Cockpit we can:

• Create new customers and update customer data
• Create new orders
• Pick up the carts of the calling customer
• Take payment from multiple credit carts
• Select the delivery mode and address
• Amend and cancel orders
• Return and refund orders as a whole or partially
• Efficiently search for products using the faceted search

Key features of the hybris CS Cockpit:

• Designed for the call center environment
• Single, highly responsive interface
• Keystroke access for quick access to the relevant information

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 • Customer service agent sees the same information as the customer
• Order / Ticket / Customer management

PCM Cockpit (Product Cockpit Module)

Enables cockpit end users to manage and structure product information and catalogs in high-volume and
collaborative environments. Product managers can visualize their input from multiple perspectives and make
product management processes more efficient.

To access the PCM cockpit: http://localhost:9001/productcockpit/login.zul (Replace localhost with your Hybris
domain name or ip address if it’s not a local server).

The PCM lets product managers build, manage and publish product data in a single platform. You can see it as a
single platform where all data about products is centralized, which results in consistent content across multiple
channels.

In the hybris Product Cockpit we can:

• Create and update product and catalog data
• Check and change product status
• Synchronize products, categories and catalog versions
• Change product assignments
• Create collections of chosen products
• Search for products, according to advanced criteria

Import Cockpit
Allows you to define import mappings using intuitive graphical user interface tool.

To access the Import cockpit: http://localhost:9001/importcockpit/login.zul (Replace localhost with your Hybris
domain name or ip address if it’s not a local server).

In the hybris Import Cockpit we can:

• Create and edit import jobs.
• Create and edit mappings for the imported files.
• Create recurrent cron jobs.

Key features of the hybris Import Cockpit Module:

• Create mappings to import CSV / XML / .. files into Hybris
• The import cockpit will transform data into impex
• Schedule imports from a remote server

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HAC Cockpit (Hybris Administration Console)
Hybris admin console, an administration Web page provided by the hac extension, provides functionality for
administration, monitoring, and configuration of the hybris Commerce Suite. In addition, it links to the
documentation resources for the hybris Commerce Suite. Meant for technical profiles, like developers and
system administrators.

To access from localhost, http://localhost:9001/hac (Replace localhost with your Hybris domain name or ip
address if it’s not a local server).

In the hybris Administration Cockpit we can:

• Create, modify or delete data validation constraints
• Create, modify or delete instances of any type
• Reload the validation engine
• Create data validation constraint groups
• Assign data validation constraints to groups

HMC Cockpit (Hybris Management Console)

Replaced by Backoffice cockpit in newer versions of Hybris. Hybris management console, the administration
tool of the hybris Commerce Suite, runs in web browsers. Provides functionality to manage business objects like
as products, customer data, orders, etc. Meant for technical profiles, like developers and system administrators.

To access from localhost, http://localhost:9001/hmc/hybris (Replace localhost with your Hybris domain name or
ip address if it’s not a local server).

SOLR
Solr is highly reliable, scalable and fault tolerant, providing distributed indexing, replication and load-balanced
querying, automated failover and recovery, centralized configuration and more. Solr powers the search and
navigation features of many of the world’s largest internet sites.

Solr is an open source software developed by Apache software foundation. It is a search server which uses the
Apache Lucene in the backend and provides a Rest API which can be called from any language or the platform to
get the indexed data or the search results.

Solr in Hybris is used for making faster searches on the products in the site. If data is indexed, it will be stored
separately in Solr and can be accessed from there. If data is not indexed, it will be anyway available in Hybris DB
and can be accessed from there. Communication between Solr and Hybris DB is one way because Solr only gets
the data from Hybris DB, but it will not write anything back to Hybris DB. Accessing data from Hybris DB will
take more time than accessing it from Solr because of indexed data in Solr, hence Solr is preferred in searching
over Hybris DB.

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There are three interfaces between Hybris and Solr:
• Indexing
• Search
• Autosuggest and spellcheck

Solr in Hybris supports 3 types of indexing strategies:

• Full indexing:
o In this strategy, all the existing indexed documents will be deleted first and then fresh indexing will
be done from the scratch.
o It takes considerable amount of time, so not advised to do it frequently.
• Update indexing:
o In this strategy, only those documents which have been modified within some given time will be
indexed and other indexed documents remains as it is.
o This operation can be done frequently if needed as it consumes less time compared to Full indexing
strategy
• Delete indexing:
o This strategy is used to completely remove the indexed documents.
o This should be done periodically to maintain the consistency of indexed data as we might have
unwanted indexed data in Solr from a long time.

SAP Hybris Commerce Cloud

The robust and modular SAP Commerce Cloud platform is designed to handle high traffic and order volumes. It’s
flexible and scalable, so you can quickly add new components to the platform when your needs change and your
business grows. And as the technology is based on standards, it’s simple and cost-effective to manage.

Built to handle high traffic and order volumes, it’s there when you need it. Combining the flexibility of bespoke
platform development with the cost-effectiveness of a packaged application, it saves you development and
maintenance costs while improving efficiency.
• Omni Commerce Connect for SAP Hybris Commerce: Enable Commerce Anywhere
• Backoffice Administration Cockpit

Six reasons why our platform’s architecture is so effective:

1. It copes with intense demand
a. Our persistence layer, which deals with storing and retrieving database data, is specially designed to
support periods of intense demand. This means you can rely on the SAP Hybris Commerce Cloud
platform when you need to support millions of products, customers and prices in real time.
2. It’s simple and straightforward
a. We use the simplest cleanest, most modern architecture, easily approachable for Spring developers.
We offer comprehensive API and business documentation, as well as best practice advice.
3. It’s integrated, but modular

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 a. The commerce platform is designed to be modular. It provides a development framework that
allows you to add extra custom capabilities to differentiate your customer experiences.
4. It’s standards-based
a. Because our platform is built on standards-based technology it’s cost effective and simple to
manage. We use well-known standards such as Spring, Solr, Apache Ant, and Apache Commons.
5. It’s flexible
a. SAP Hybris Commerce Cloud is built to grow alongside your business and have the flexibility to meet
your changing needs. Using the Spring Framework you can quickly add new components to the
platform, and customize it to work with your existing business software and processes.
6. It’s service oriented
a. The Spring Framework makes it easy for customers and partners to extend our solution. You can add
extra functions to the service layer and make them available to other parts of the Commerce
platform. Our web services implementations are compliant with industry standards, so they’re
suitable for a wide range of customers.

SAP Hybris Marketing Cloud

Combining the power of SAP HANA, the user experience of SAP Fiori and the flexibility of the SAP HANA Cloud,
our marketing platform provides the perfect basis for your marketing needs.

Driven by the power of in-memory computing, it efficiently deals with big data, connecting all of your marketing
channels. And because it’s flexible and quick to use, you can rapidly change your marketing strategy to keep up
with the ever-changing needs of your customers.
• The power of SAP HANA in-memory computing creates an open, data-driven solution
• It’s quick to set up, with a fast cloud-based delivery
• Full self-service configurability and built-in extensibility tooling makes it flexible and adaptable to your
needs
• Open services and seamless integration with other SAP solutions makes it simple to leverage existing
technology investments

Six reasons why our platform’s architecture is so effective:

1. It’s fast and reliable
a. Because it’s built on the advanced in-memory platform that is SAP HANA, our Marketing Cloud
provides instant insight into your big marketing data. Rely on SAP Hybris Marketing Cloud when you
need to support millions of contacts with billions of interactions – quickly and reliably, time after
time.
2. It’s quick to set up and easy to use
a. It’s easy to work with our Marketing Cloud, thanks to role-based SAP Fiori 2.0 user experience, user
assistance, comprehensive APIs and business documentation. Out-of-the-box email and SMS
delivery via SAP Mobile Services mean less effort when it comes to setting up, too.
3. It’s adaptable to your needs

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 a. The platform is easy to fine tune so when you need to use new marketing processes and practices,
it’s a simple job.
4. It’s easy to extend
a. Our built-in web-based extensibility tools give you the advanced functionality you need. If you want
to build your own extension applications, take advantage of the SAP HANA Cloud Platform.
5. It’s open
a. Standards-based web services are available for you to integrate with the data sources or outbound
channels of your choice. SAP HANA Cloud Platform, integration services makes integration even
simpler with pre-delivered content for SAP landscapes.
6. It’s however you need it
a. As well as the public cloud service, our solution is also available on-premise or as private cloud
offering.

SAP Cloud Platform

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