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What is SAP C/4HANA?
SAP C/4HANA is an umbrella term for SAP’s combined customer experience solutions. After completing acquisitions of market leaders such as Hybris, Gigya and CallidusCloud, SAP C/4HANA now ties together solutions to support all front-office functions, including consumer data protection, marketing, commerce, sales and customer service. It is an integrated portfolio of cloud solutions, designed to modernise the sales-only focus of legacy CRM products.
“The legacy CRM systems are all about sales; SAP C/4HANA is all about the consumer.” – Bill McDermott
The graphic below illustrates what makes up SAP C/4HANA and key aspects of the roadmap.
What was known as SAP Hybris + Recent acquisitions, namely: CallidusCloud, Gigya and Coresystems + a comprehensive roadmap to be first or second in each domain, deliver one unified (but still modular) suite of cloud solutions and integrate Front-to-Back office in an unrivalled way.
SAP C/4HANA consists of five cloud solutions:
1. SAP Customer Data Cloud. Based on Gigya, this consists of solutions for building more trusted and valued relationships with customers. Essentially turning unknown online visitors into known, loyal customers. It consists of identity and authentication, consent (including data privacy), and a cross-cloud single customer profile.
2. SAP Marketing Cloud. Based on what was SAP Hybris Marketing Cloud this delivers a single view of customer data for marketing purposes, personalised experiences at scale and intelligent marketing.
3. SAP Commerce Cloud. Based on what was SAP Hybris Commerce Cloud but now running on Microsoft Azure Hyperscale platform, this is a comprehensive commerce platform that includes product content management, experience management, c personalisation and order management. It allows utilities to sell “anything” in single or complex bundles if so desired.
4. SAP Sales Cloud. This brings together what was SAP Hybris Cloud for Sales, SAP Subscription Billing and CallidusCloud to help organisations connect and guide customers throughout their buying journey.
5. SAP Service Cloud. Combining SAP Hybris Cloud for Service, SAP Customer Engagement Center, Coresystems and SAP Self Service Accelerator for Utilities by SEW, this allows businesses to offer multiple service channels, access complete and contextual customer information and gain real-time insight into call center, self-service and field service performance.
While SAP C/4HANA is the product portfolio, SAP Customer Experience (or SAP CX for short) is the overall business capability and organisation. It consists of the five cloud solutions that make up SAP C/4HANA underpinned by the SAP Cloud Platform and integrated with SAP S/4HANA.
