What is SAP Hybris C4C

SAP C4C (SAP Hybris Cloud for customer)

SAP Hybris Cloud for Service

The second central component of SAP Hybris Cloud for Customer (SAP C4C) is SAP Hybris Cloud for Service. Its task is to support customer service in all its forms. The software takes into account the fact that customers today come into contact with the service via a wide variety of communication channels. They often even make service requests before the actual buying process starts. Traditional channels are therefore supported as well as modern contact options - including social media, messenger services and chat functions on websites. We are therefore also talking about a multichannel service tool.

As far as the field service is concerned, SAP Hybris Cloud for Service (sometimes also called SAP C4S) includes a visual planning board with which technician assignments can be planned and managed. The field service technicians themselves also have mobile tools at their fingertips. For example, it is possible to receive service orders via smartphone, view solution information, call up spare parts stocks and order spare parts.

Service and customer support also benefit from extensive information that is stored directly with the respective customer. This includes customer profiles, preferences and an order and service history. The information collected also makes it possible to place tailor-made offers at the right time and to ensure individual support.

Further functions of SAP Hybris Cloud for Service are:

  • Self-service portal (customers solve service requests independently)
  • Solve problems collectively with the help of SAP Jam Communities
  • Knowledge base
  • Mapping of service level agreements, contracts and guarantees

What functions does SAP Hybris Cloud for Customer offer for marketing?

SAP Hybris Cloud for Customer is not a primary marketing tool. However, it does provide some basic functions in this area. The system enables target groups and market segments to be defined. Another central element are the so-called sales campaigns, which can be planned, created, carried out and evaluated using key figures with SAP C4C. E-mail and SMS campaigns are supported as standard. If required, the campaign can be activated using a multi-stage approval process. It is also possible to create sales documents such as leads, opportunities and offers from campaigns in order to trigger the subsequent processes.

What are the advantages of SAP C4C?

The advantages of SAP C4C lie on the one hand in the architecture, on the other hand in the range of functions. Since it is a customer relationship management from the cloud, which offers predefined processes and numerous integration options, the software can be implemented faster than comparable on-premise solutions. The introduction time is also shortened by the intuitive interfaces, which make extensive training unnecessary. Since it is Software-as-a-Service (SaaS), no investments in hardware, infrastructure or maintenance are required.

From a functional point of view, SAP Hybris Cloud for Customer is particularly impressive with its approach of realizing a holistic view of the customer. The system brings sales and service together in one central software, which means that customers can be looked after individually and in a targeted manner. In addition, data from different sources can be merged, creating extremely meaningful customer profiles. The numerous analysis options that are not only based on historical data but also allow AI-based forecasts are also advantageous. This also optimizes the fulfillment of customer needs.

Last but not least, the mobile availability of SAP C4C should be mentioned. The system can be used via a web browser or mobile apps on iOS, Android and Blackberry devices. This means that real-time information is available at all times for sales and service teams. Offline access is also possible if there is currently no internet connection.

SAP C4C vs. SAP CRM: What are the differences?

In contrast to SAP C4C, SAP CRM is an on-premise product. It has been available since 1997, has been extensively developed since then and is used by numerous companies in all industries. However, due to the cloud-first strategy, development efforts are now concentrated on SAP C4C and SAP C / 4HANA (see next section).

Companies that have to choose between on-premise and cloud variants should consider several criteria. First of all, it has to be determined whether the system is to be operated in-house or "as a service". Above all, the question of costs plays a role here. The topic of mobility is also important. Companies that want to implement mobile sales and mobile service make the better choice with SAP C4C. Although SAP CRM also includes a mobile client, the technology is considered obsolete. The interfaces also look a bit outdated compared to the modern UI5 technology from SAP C4C. In practice, advisors are often called in to make a well-founded decision between the two options.

SAP Hybris vs. SAP C / 4HANA

SAP C / 4HANA is the latest generation of CRM from SAP. The also cloud-based system replaces SAP Hybris and has a closer integration with the current backend SAP S / 4HANA. This means that even more information can flow into the 360-degree customer view than before. This includes, for example, data from logistics, supply chain management, finance and e-commerce.

In addition, some user companies criticized SAP C4C for not fully supporting modern marketing requirements. Among other things, there was a lack of options for multi-stage campaigns and campaign automation. C / 4HANA also closes this gap. With regard to the components, the replacement of Hybris by C / 4HANA is as follows:

  • SAP Hybris Marketing becomes SAP Marketing Cloud.
  • SAP Hybris Commerce becomes SAP Commerce Cloud.
  • SAP Hybris Sales Cloud becomes SAP Sales Cloud.
  • SAP Hybris Service becomes SAP Service Cloud.
  • The SAP Customer Data Cloud (handling of data protection and GDPR issues) is completely new.

SAP C4C vs. Salesforce

As a cloud CRM solution, SAP C4C competes with other established, web-based CRM solutions from manufacturers such as Salesforce.com, Microsoft and Oracle. The direct comparison between SAP C4C and Salesforce is most relevant. The two solutions are almost identical in their basic functions. In connection with SAP JAM, C4C offers a "social CRM" that goes beyond the possibilities of Salesforce. The interfaces of the SAP solution can be described as more modern and ergonomic. C4C also performs better in end-to-end integration with an SAP ERP, but this is not surprising. This advantage comes into play in particular with updates, which in the case of third-party providers always lead to adaptation costs for the interfaces. Salesforce, on the other hand, scores with high reliability and performance, which, however, has its price because a standard license only includes a certain volume of data.

As far as reporting is concerned, SAP C4C also offers more options than the competing product. In addition, no archived (older) data can be evaluated with Salesforce and the reports do not go beyond individual objects such as opportunities.