As requested by the SAP HANA Cloud Portal Developer Challenge 2015, we used the Cloud tools provided by SAP and developed a real Fiori-like application.
SAP Web IDE was used to develop and deploy the applications in the Hana Cloud Platform, to register and display them in the SAP Fiori Launchpad.
The Customer Call Center Fact Sheet application runs on SAP HCP and is used in the SAP Fiori Launchpad.
The result allows, in a single IHM, the end-users to interact with a transactional application (SAP CRM) and an external application (call center application), at last the end-users can see the accurate indicators from BI application (BW on SapHana) embedded in the UI.
Organization of the project
When the Challenge was proposed on SCN, we thought it was a very good opportunity to collaborate between partners and develop a training Fiori-like application with HTML 5, SAP UI5 and CSS. The application would be shown in the Fiori Launchpad.
Olivier IT is a French-Hungarian company working on SAP Fiori application development, Extensi is a French SAP Consulting Company expert in SAP CRM and Planeum is also a French SAP Consulting Company, but expert in SAP BI.
Starting from what we feel to be a real business need, we decided to go for CRM. Looking for which functionalities were missing or too complex to use, the obvious process to improve and simplify was the Call Center where agents have to be fast. Idea was to show as much useful data as possible to ease the agent’s work: some data's coming from SAP CRM, others from SAP BW on Hana.
We sticked to SAP Fiori methodology with short project and interaction rounds.
Detail of the app developed and integration in the FLP
The SAP Fiori application is called the Customer Call Center Fact Sheet.
When the Call Center Agent accesses the application, he is directly connected to CTI which is getting the call and providing the phone number and the name of the customer by dialing number recognition.
If CTI search is unsuccessful, the agent can search for customer information through a search window :
Customer Search pop up
As a result, all the useful information's about the customer are shown:
- Communication's details (address, phone, email),
- Financial information's (current payment balance of the account, positive or negative),
- The last three open contacts from the CRM,
- A graph showing the last 12 months of customer's turnover,
- A pie displaying the analysis in percentage of all the CRM contacts of the customer.
Fact Sheet of the selected customer
At the end of the call, the agent clicks on "saisir motif" and will create a new interaction record with a CRM Reason of the call.
Popup to enter the reason of the call
The application was registered in the Fiori Launchpad and is displayed in the Hana Cloud Portal via a very accessible theme.
This app is designed to be easy to use, exactly in the Fiori spirit, and can be extended if necessary. It would fit nicely in a SAP Fiori Call Center Package !
Lessons learnt
We developed this process only for the SAP Challenge but it was really challenging and instructive to work together, thinking about a process, define and develop it.
After this experience, we have a lot of functional ideas and great technical insights about what is SAP HCP, SAP Hana Cloud Portal, SAP Fiori andthe Fiori Launchpad.
The biggest challenge was to integrate OData from SAP CRM through the SAP NW Gateway and SAP Hana OData through the SAP XS Engine coming from different servers because of the Cross Domain issue. The Destinations Configuration feature in SAP HCP was very useful to solve this.
The SAP Web IDE is a good tool, stable and with no local installation. It is easy to use and powerful to test and deploy applications. We are looking for to use it again in the future.
Participants
Extensi : Cyrille Manceau and Monica Corba
Planeum : David Savani
Olivier IT : Sandor Veres and Luc Olivier
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