Development of SAP Mobile Applications with … speaker...Development of SAP Mobile Applications...

Development of SAP Mobile Applications with emphasis

on SAP CRM using Sybase Unwired Platform 2.0.

Real life example from a customer pilot implementation of Mobile Application for Service

Request Management (IPAD and SAP CRM). The presentation will contain a demo of the

implemented solution, plus the experiences gained from this project.

Trond Pedersenecenta Nordic AB

Agenda

� Introduction

� Our experiences from a customer pilot

implementation

�Q&A

© Copyright 2011, ecenta AG, Slide 2

Who We Are

ecenta

Founded in 2000 by ex-SAP Employees

Corporate HQ - Walldorf, Germany

180 Full-Time employees in 8 offices worldwide

Focus: CRM, BCM, MDM/ MDG, BI, BOBJ, SAP Financials, NetWeaver


Focus: CRM, BCM, MDM/ MDG, BI, BOBJ, SAP Financials, NetWeaver

Over 200 Successful Implementations

More than 140 SAP CRM Projects

More than 50 SAP BI Projects

More than 20 SAP BCM Projects

More than 10 SAP NetWeaver MDM Projects

and many more…

Who We Are

SAP is all

we do

ecenta as a Partner of SAP

Co-Innovation and Co-Development Partner with SAP

From CRM 3.1 to CRM 7.0 Ehp1

SAP Services Partner/Partner Edge

Nearshore Partner

CBI Partner for Mobility and EIM (not yet confirmed)


SAP as a Customer of ecenta

Implementation of CRM@SAP for SME (Tele-Marketing & Tele-Sales) at

SAP Germany

Implementation of Accounting Interaction Center at

SAP Shared Service Center in Prague

Migration from Salesforce.com to SAP CRM at Sybase in GY and USA

ecenta and Mobility

� Due to our focus on CRM we are constantly exposed to

Mobile requirements

� Field Sales

� Field Service

� Mobile workflow for Opportunity and pricing approvals


� We do have substantial technical experience in UI

development and data orchestration

� CRM Web UI, Web Dynpro, Java Server Pages, AJAX

� Netweaver Mobile

� We have partnerships with several mobile platform vendors

� SAP/Sybase, Syclo, Sky Technologies, Mowego

Mobility Projects

� Applied Materials, Santa Clara, CA

� Implementation of the “CRM for Mobile” joint solution by RIM and SAP

� Focus on Account/Contact + Opportunity Management

� Solution was later migrated to Sky Technologies

� Sybase, Dublin, CA

Support of a PoC for Mobile Sales


� Support of a PoC for Mobile Sales

� ecenta was responsible for CRM and Netweaver Mobile

� Varian, Palo Alto, CA

� Support of mobile platform evaluation

� Scope: CRM Service, Mobile Workflow

� Vendors evaluated: Sybase, Syclo, Sky, MSC Mobile

� Carl Zeiss, Germany

� Implementation of CRM Sales and Service on Blackberry

� Sky Technologies is used as the mobile platform

Current Mobility Projects (Sybase)

� Tetra Pak, Sweden� Implementation of “Issue Resolution” (Field Service) on iPad

� Straumann, Switzerland� Mobile Sales 2.0 on iPhone & iPad


� Allergan, Irvine, CA� POC for a Mobile solution for Consignment stock check and transfer

� SMSC, Hauppauge, NY� Mobile SFA to manage Accounts/Contacts and Design Win Opportunities

� Procter & Gamble, Germany� PoC Mobile Sales to support Field Sales Visits at customers (hair saloons)

Mobility - Market Potential

� According to Gartner 70% of all workers will be mobile by 2012.

� Instead of issuing devices to their employees more and more companies are

allowing the use of personal devices to access corporate data. This results in the

requirement to provide mobile applications for multiple device types.

� Currently 80% of all mobile deployments are on Blackberry, this percentage is

falling quickly with iPhone and Android growing the fastest.


falling quickly with iPhone and Android growing the fastest.

� Substantial ROI for the following user groups:

� Field Sales: According to the Yankee Group, reps spend 74% of their time on non–

revenue-generating activities. Customer face-time can be increased significantly by

reducing prep and admin time. Using a mobile device, a sales rep can get up-to-date

information before walking into a customer meeting and update opportunities right

after the meeting

� Managers: Due to their busy schedules managers are often bottlenecks in approval

processes, which is especially time-critical for quote/price approvals. Using a mobile

device managers can quickly review and approve workflow items anytime and

anywhere.

Tablets


Mobile Application forService Request Management

Real Customer Example

Case study – Tetra Pak


Types of Mobile Applications

� Mobile Web Application

� A web-based application, such as a BSP is written specifically to work with the

integrated browser of the applicable devices (e.g. Safari Mobile for iPhone)

� Native Client with Web Service

� A frontend application needs to be developed using the device specific SDK


� A frontend application needs to be developed using the device specific SDK

(for example Java SDK with Blackberry Plug-In)

� Backend data is consumed in real time through web service calls

� Native Client with data synchronization

� Data is pushed to devices according to subscription

� Data is physically stored on device and therefore available in offline mode

Issue Resolution - Vision

� One common process and tools

� Central storage

� Multiple users with a scalable solution

� Start with approximately 100-200 users

� Full roll-out includes 1000+ users

� Range of users with varying user knowledge

Easy and interactive interface for issue reporting by “calling”


� Easy and interactive interface for issue reporting by “calling”

existing master data

� System views customized to user groups/categories

� Tools supporting standard quality methods e.g. WCM

� E.g. Pareto analysis

� Potential to open up to customers and suppliers

� Transparency of information in step 2

� Data input possibilities in step 3

� Possibility to import and export data for offline usage

� Off the shelf solution

Issue Resolution - Advantages

� Use of mobile device (e.g. iPad) instead of laptop to

speed up data processing

� Data (issues) captured timely and not the next day

� Offline use when no internet connection

� Provide access to knowledge database and other CRM


� Provide access to knowledge database and other CRM

data in the field

Sybase Unwired Platform


Mobile app architecture with SUP


SAP Mobile Sales for CRM Architecture


Key Concepts

� The gateway facilitates the push message traffic to and from

the Sybase DOE Connector

� Data is stored on DOE, not SUP cache

� DOE-C generates MBOs (Mobile Business Objects) and

metadata from ESDMA (Entity Set Definition for Mobile


metadata from ESDMA (Entity Set Definition for Mobile

Applications = data model document)

� Device code generated based on MBOs

Issue Resolution – App Scope PoC

� List open issues

(Service Requests)

� Change of status

� Create new issue

� Capture customer and serial no. via barcode reader


� Capture customer and serial no. via barcode reader

� Take picture of broken device with iPad camera

� Knowledge search

(Knowledge Articles and Enterprise Search)

SAP/Sybase Mobility Apps

� SAP aims to have 100 apps available in Q4

� Available apps can be viewed at http://ecohub.sap.com/store/mobility/


SAP Mobile Sales

� Business Partner Management

� Lead Management

� Activity Management

� Opportunity Management

� Order Management


� Order Management

� CRM Analytics and Reports

� Native Integration for Maps, Contacts, …

SAP Mobile Sales - Activities


SAP Mobile Sales - Opportunities


SAP Mobile Sales – Account Data


Why you need custom-made Apps!


Mobile Application forService Request Management

Customer Demo

SAP Business Objects Explorer on iPad - DEMO

SAP BusinessObjects Explorer

Web Application

SBOE

Mobile Client


SAP BObj Enterprise

SAP NetWeaver

BWSAP CRM

SAP BusinessObjects

Universe

Web Application

Agenda

� Introduction

� The Market for Mobile Solutions

� Types of Mobile Solutions

� Sybase Unwired Platform

� Customer Project: Service Request Management


� Customer Project: Service Request Management

� Lesson learned

� Q&A

Learning's from the Project

Learning's:

� User Interface design is key to user acceptance and success

of project

� Need to have an intuitive, user-friendly design using Apple

design standards


design standards

� New ideas for app UI and functionality are coming up with

every new prototype

� Plan enough time for discussions with end user and to do UI

prototyping

Required Development Skills

Development Project

� Project Manager

� ABAP Development

� MBO Development

� iOS Programmer for iPad and iPhone, C# for Windows


� iOS Programmer for iPad and iPhone, C# for Windows

Mobile, Java for Blackberry

� User Interface Designer

Learning's from the Project

Feedback from a “developer”


Questions


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