54
Commerce as a ServiceBente Kamperud, SAP Hybris CaaSOktober, 2016
Agenda
• The Why, What, Who & How of CaaS
• Quick Demo
1.382
1.197
14%CAGR
1.470
4.390
5.041
1.560
3.4812.920
3.830
1.370
2.460
3.366
1.300
2.066
2019
1.651
2014 2016 2018
4.157
20172015
2.957
1.245
1.712
2.579
2020
5.808
CloudLicenses
Growing Demand for Cloud Commerce Solutions
Source: Market Model 2015. 2020 extrapolated with CAGR 15-19.
CaaS on YaaS
SAP Hybris CaaS
Amazon Web Services (AWS)
Cloudfoundry (CF) (joint effort with SAP HANA CLOUD PLATFORM (HCP))
YaaS Core Services
Business Services
Frontend Applications
YaaS
Fou
ndat
ion
(Mar
ket,
Bui
lder
, etc
.)
YaaS
Com
mun
ity(D
ev P
orta
l, K
now
ledg
e H
ub, F
orum
, etc
.)
API Proxy Management
Inte
grat
ion
Why Did We Build CaaS?
CaaS aims to help businesses present purchase opportunities to
customers – where ever andwhenever they are most likely to
buy.
It’s not SAP Hybris Commerce, hosted.It’s not replacing SAP Hybris Commerce.It’s new. It’s different.
Core Commerceby SAP Hybris CaaS
Feature Complexityby Partner
Value Adding Services /
Integrationsby SAP Hybris / Partner
Build Decoupled, Composite Commerce Solutions
What’s Available?
Offer niche and developer focused packages, which can be subscribed and used individually or combined to create digital commerce transactions. G
OA
LPA
CK
AG
ESU
Is
Product Display• Search & Navigation• Content
Site Mgmt. • Language & Currency• Tax, Shipping & Payment• Content
Customer Accounts• Account creation & login• Details & Address Book• Order History
Cart & Checkout• Cart calculation• Validations
Order• Simple Order Workflow
Sales Channels• Add and remove• Track
Who Is CaaS For?
SAP Hybris CaaS Customers
SAP & SAP HYBRIS PARTNERS ENTERPRISES SMALL BUSINESSES
• Use CaaS APIs• Sell solutions on the
YaaS market
• Also use CaaS APIs• Own business
model• Sell their solutions
outside of YaaS –for now…
• Innovation & pilot projects
• Spin up sites fast with low ToC
• Niche transactions• Simple E2E
commerce solution
How Can You Use CaaS?
An API-first approach to building Commerce Apps across channels and devices.
• 8 packages• 20 micro services• 7 Builder modules
• Storefront Template• Open Source• https://github.com/sap/yaas-storefront/
BROWSE PACKAGES
1
SUBSCRIBE
2
DEVELOP
3
Built-in Extensibility
Extend commerce entities with your own data based on JSON Schemas.
Publish and subscribe messages for business events to execute custom business logic asynchronously.
Seamlessly connect your custom services for shipping, tax and payment.
“metadata”: { “mixins”:[ “player”: …/schema.json” ]
},“mixins”: [”player”: {“awesome”: true,“level”, 4,“highscore”: 31337 }
]
POST /shipping/quote/full{
"shipToAddress": /* ... */ ,"items": [{
"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”
}]. /* ... */
}
Combine calls to multiple APIs in a simple services to reduce traffic and avoid client side logic.
GET /productdetails/860-1300201986{
"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”}.
“prices”: [ /* ... */ ].“categories”: [ /* ... */ ]
}
POST /topics/mygame/levelup/publish{
”player": 42,”levelScore": 31337, “level”: 4,“timestamp”: 2016-02-17 10:42:22
}
DATA MIXINS EVENTS PLUG-IN INTERFACES MASHUPS
DEMO
Key Benefits & Next Steps
• Subscribe to the Commerce Services you need.
• Enjoy your free, monthly limit –then, pay only for what you use.
• Leverage standard commerce functionality, exposed via RESTful APIs, to build new or extend existing applications fast.
• Tap into our eco-system to serve the growing demand for cloud commerce solutions.
• Read:• Commerce as a Service Guide
• https://knowledge.yaas.io/62638/commerce-as-a-service-guide/index.html
• Getting Started Guide• https://devportal.yaas.io/gettingstarted/
• Do:• Set up a Commerce project in Builder• Subscribe it to Commerce Services• Consult the API Documentation• Develop• Monetize
THANK [email protected] / [email protected]
Service Engagement CenterPaul Roth, SAP Hybris Service Engagement CenterSeptember, 2016
Agenda
• What is Service Engagement Center ? • Why did we build it?• Vision and mission
• What have we built for you?• Features• UIs - Storefront and Builder modules providing Text/Video Chat, WebRTC Voice capabilities• API Packages• DEMO
• How can Engagement Center can be extended?• Builder UI configuration
• Who is Service Engagement Center for? • Now
• Wrap Up + Questions
SAP Hybris Service Engagement Center
Why Did We Build Service Engagement Center?
53%Abandon a purchase if they can’t find quick answers to their questions
Source : Forrester 2016
SERVICE STARTS AT THE
BEGINNING OF THE BUYING
PROCESS
THE CUSTOMER JOURNEY HAS TRANSFORMED
SERVICE ENGAGEMENT CENTER
SOCIAL ENGAGEMENT
SERVICE & SALES ENGAGEMENT
WEB COMMERCEWEB SELF-SERVICES(YAAS STOREFRONT Communications Enhancements)
1 Planned
Time to DELIVER END TO END SERVICE Excellence
ServiceService Engagement CenterSelf Service
INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS
CaaS
SAP ERP SD
SAP Hybris Engagement Centeraims to help businesses provide a holistic and unified self-service-
commerce-service engagement –through any channel and touch
point – to cope with new consumer buying power and behavior.
Who Is SAP Hybris Service Engagement Center For?
By Whom & How Can CEC APIs / SaaS Be Used Now?
PARTNERS / RESELLERS
• Developing solutions to be sold outside of YaaS• Subscribes to EC packages and have their own business model• Take the EC, extend and sell in own offering• Low barrier entry into Cloud Desks / Cloud Engagement Centers
• Transformation consulting to support customers dealing with micro services and building true cloud applications
• Implementation & Integration of a EC solution for customers • Build own EC SaaS solution where they source from YaaS.io and commercially sell on
their own to their customers. This would mean they become a cloud service provider
and can monetize their own IP• Resell, implement, enhance Engagement Center in SaaS mode
Target customer types
ServiceSelf Service
INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS
CaaS
SAP ERP SD
Service Engagement Center
1.) Stand alone – net new, existing
Target customer types
ServiceSelf Service
INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS
CaaS
SAP ERP SD
2.) CaaS + CEC – cloud net new, existing
Service Engagement Center
1.) Stand alone – net new, existing
Target customer types
ServiceSelf Service
INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS
CaaS
SAP ERP SD
Service Engagement Center
Target customer types
ServiceSelf Service
INTEGRATION WITH TRANSACTIONAL NON-TRANSACTIONAL SYSTEMS
CaaS
SAP ERP SD
Service Engagement Center
4.) EC-ERP SD Integration – existing SAP ERP Customers – tap into SAP’s customer base
Target segments
Large
Medium
Small
By Whom & How Can EC APIs Be Used Now?
SAP & SAP HYBRIS PARTNERS / RESELLERS ENTERPRISES SMALL BUSINESSES
• Using EC APIs in their offering
• Developing mashups on top of EC APIs
• Selling solution on YaaS market
• Integrating EC into their solution package offering –e.g. Industry solutions with Customer Care needs
• Developing solutions to be sold outside of YaaS
• Subscribes to EC packages and have their own business model
• Take the EC, extend and sell in own offering
• Low barrier entry into Cloud Desks
• Innovation projects• Build value added
services• Spin up Cloud Call
Centers fast and utilize the built in CaaS/ERP OMS integration
• Provide a Cloud based Cloud Desk without voice/video integration hassle
• Integrate existing SAP ERP Tx
• Niche Call Center applications with low entry point
• Simple, low-cost E2E service-self-service-to-commerce solution -to be scaled and customized in the future
• Use Call Center without Communication set up hassle
What’s Available from SAP Hybris Engagement Center?
SAP Hybris Service Engagement Center – YaaS.io
Decomposed service package allow a flexible enhancement, combination and definition of new enhancements and use cases in Call Center and Service scenarios
CECenter Search
CECenter Jam Communities
Integration
Customer Eng. Center
Interaction Log
Service Tickets
Social Media Core
ERP SD-Integration
Social Media Retrieval Scheduling
PURPOSE
PACKAGES
SAP Hybris Service Engagement Center
UIs
SAP Hybris Service Engagement Center
UIs
DEMO
How Can Service Engagement Center Be Extended?
Built-in Extensibility/Flexibility
UI Framework flexibility via configuration
Key features
INTEGRATED COMMUNICATIONS STACK + MULTICHANNEL ROUTING
USPs
Voice/Phone
VoIP
QUEUES
Next steps:KEY PARTNER BENEFIT / TAKE AWAYS NEXT STEPS
• First mover advantage to cloud engagement center
• Build value added services• Use key features to position EC as
cloud desk / cloud engagement center sell in SaaS mode
• Target small, medium and large enterprises
• Leverage existing SAP ERP SD integration
• Leverage existing SAP customer investments in their SAP ERP landscapes
• Provide a SAP Hybris lightweight engagement center cloud alternative
• Subscribe to packages• Test drive EC via YaaS market• Evaluate micro services standalone• Or contact SAP Sales to use SaaS
Engagement Center offering• Foster the low barrier entry point for
your activities• Build practice around Engagement
Center• Start configuring / extending EC with
additional functionalities / features• Engage with us via SAP CEI initiative
SAP Hybris Service Engagement Center Micro services on YAAS
Site Management Coupon Price
Infrastructure-as-a-Service (AWS US)
YaaS@HCP Cloud foundry
PubSubHub Email Configuration
Builder(Multi-Tenant) Engagement Center UI – SAP Fiori Technology (Multi-Tenant)
Customer Product Cart Checkout
Document Repository
Schema Repository Media Account / Auth
WebRTC UI Controls
Comm.Server
REST ECF Framework
IAAS Layer
PAAS Layer
Core Services(Domain
Agnostic)
CaaS Services
Search SD Customer Proxy
ERP IntegrationService Ticket Recent
Service Ticket Interaction Log EC Indexing
Enga
gem
ent C
ente
r Ser
vice
s
SAP Community CCTR Proxy ERP SD
ConfigurationRecent Order, Service Ticket
ECenterConfiguration
Social Media Post Social Manager
Service TicketConfiguration
Ow
n ba
ckin
g se
rvic
e
YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO
RESPOND TO YOUR CUSTOMER’S ISSUES.
DELIVER END-TO-END SERVICE EXCELLENCE
THE WORLD HAS CHANGED.YOUR CUSTOMER HAS CHANGED.MAYBE IT’S TIME FOR YOU TO CHANGEWITH THEM.
Built-in Flexibility
Extend commerce entities with your own data based on JSON Schemas.
Publish and subscribe messages for business events to execute custom business logic asynchronously.
Seamlessly connect your custom services for shipping, tax and payment.
“metadata”: { “mixins”:[ “player”: …/schema.json” ]
},“mixins”: [”player”: {“awesome”: true,“level”, 4,“highscore”: 31337 }
]
POST /shipping/quote/full{
"shipToAddress": /* ... */ ,"items": [{
"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”
}]. /* ... */
}
Combine calls to multiple APIs in a simple services to reduce traffic and avoid client side logic.
GET /productdetails/860-1300201986{
"product": {"name": ”Fun with YaaS”,”code": "860-1300201986”}.
“prices”: [ /* ... */ ].“categories”: [ /* ... */ ]
}
POST /topics/mygame/levelup/publish{
”player": 42,”levelScore": 31337, “level”: 4,“timestamp”: 2016-02-17 10:42:22
}
DATA MIXINS EVENTS PLUG-IN INTERFACES MASHUPS
THE WORLD OF CUSTOMER SERVICE HAS CHANGED…
TODAY’S CUSTOMERS …
HAVE GREATER CHOICE
HAVE HIGHER EXPECTATIONS
ARE MORE EMPOWERED
