Welcome to SAPPHILL 2002 in Tel Aviv

mySAP CRM Architecture & Technology

Lecture: Bob Waldman

Who Am I

Bob Waldman
Function: Technical Competance Administrator Department: SAP Tecnology & Infrastructure

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

What is mySAP CRM?

Introduction

Scenarios

mySAP CRM is the SAP software solution for Internet Sales Field Sales

Interaction Center Customer Service Marketing Management Sales Field Service & Dispatch

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Session Overview

System landscape

Multi-channel interaction

Enterprise Application Integration

Topic 1

Topic 2

Topic 3

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

mySAP CRM Architecture

Mobile Client

Online Clients

Mobile Presentation

Portal

AP S
Human Capital Management

ALClients RT PO
Presentation

Enterprise Resource Planning

n tio icaApplications l pp er & b A erv Database e S W ge rSynchronization an tu e & h xc truc Data Exchange E s fra In
...

Mobile CRM Applications

SAP CRM

CRM Middleware / Exchange Infrastructure

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

SAP BW

The CRM Server 3.0

mySAP CRM Server

Is built on top of the SAP Web Application Server

Scalability Platform independence Full ABAP development environment

CRM Applications

Software logistics

It contains
The CRM Server Applications The main parts of the CRM Middleware

CRM Middleware

CRM database

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Comuncication Channels
mySAP CRM Server

Web Server Web

E-Selling

PBX Phone / Interaction Center

CTI CRM Applications E-Mail Server

Advanced Planner and Optimizer

E-Mail

Business Information Warehouse

Handheld Device Communication Station Mobile Laptop

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

R/3

CRM Middleware

Plug-In

Session Overview

System landscape

Multi-channel interaction

Enterprise Application Integration

Topic 1

Topic 2

Topic 3

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Multi-channel interaction
1. Internet

Example Web Shop with Internet Sales

Customer:

Industry: Consumer Products Scenario: Business-to-Consumer

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

E-Selling Architecture

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

High Availability

Web Server Web Server Web Server Web Server

...

...

n CRM Database Server

SAP J2EE Engine Application Server

CRM Application Server

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Multi-channel interaction
2. Telephone

Screenshot Interaction Center

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Configuration Example: mySAP Interaction Center

Server
SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Two ways for CTI

Application Server CRM 3.0 CIC
SAPphone

RFC

RFC

1
Gateway

SAP SPS TAPI TAPI Service Provider CTI-link

Callcenter
RDBMS

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Multi-channel interaction
3. Mobile CRM

Screenshots Mobile

Activity List 1. Today 2. Current week 3. All activities

Options

Back

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Mobile CRM Scenarios

Mobile Devices
online WAP

SAP Web AS Wireless gateway

http

online http

CRM Applications

Mobile Engine

Offline / synchronization http

Offline / synchronization

Mobile Client

CRM Middleware

DCOM

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Mobile/Field Sales

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Synchronization of Mobile Clients

Data exchange is based on an internal exchange format called BDocs (Business Documents):
Messaging

Bdocs Bdocs

Synchronization

Replication Types:
Bulk

Replication Replication Replication

Intelligent

Dependent

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Bulk Replication
#1 .. #2 .. #3 .. #4 .. #5 .. #6 .. #7 .. #8 .. #9 ..

Definition of the responsible sites

BDoc messages of one type

A
#1 .. #2 .. #3 .. #4 .. #5 .. #6 .. #7 .. #8 .. #9 ..

B
#1 .. #2 .. #3 .. #4 .. #5 .. #6 .. #7 .. #8 .. #9 ..

D
#1 .. #2 .. #3 .. #4 .. #5 .. #6 .. #7 .. #8 .. #9 ..

Filter on BDoc types

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Components of the CRM Middleware

Mobile Client R/3 System

Connection Handler

Communication Station
Communication Station (SAP COM+ Connector)

CRM Server

Mobile Client

R/3 Plug-In Synchronization

Connection Handler

CRM Middleware

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Session Overview

System landscape

Multi-channel interaction

Enterprise Application Integration

Topic 1

Topic 2

Topic 3

Topic 4

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Attributes of Messaging Interfaces

Messaging Interfaces are based on CRM Middleware, which allows:

storing error

& forwarding of messages (mBDocs)

handling once-only communication etc.

regulated

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Messaging Interfaces
mySAP CRM External System

Direct http EAI Tool (3rd party) SAP Business Connector EDI Subsystem (3rd party) P2P ALE Converter (3rd party) ALE MHS (3rd party) IDoc File Data Migration Tool (3rd party) ASCII File DX-Workbench LSMW Web App Server IDOC/ tRFC XML/ SOAP

CRM Applications

XIF Adapter

R/3 Adapter

CRM Middleware

BW Adapter

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Session Overview

System landscape

Multi-channel interaction

Enterprise Application Integration

Topic 1

Topic 2

Topic 3

Topic 4

SAP AG 2002, CRM Architecture & Technology, Bob Waldman

Questions?!?

Any Questions ?

SAP AG 2002, CRM Architecture & Technology, Bob Waldman