SAP CRM Middleware

SAP CRM Middleware 

 

- Welcome to the Module ...

- Introduce the subject of the Module.

- This presentation introduces CRM MW

 

Middleware overview  

 

§CRM Middleware is the application component used for data exchange between CRM & other connected systems, like ECC(R/3),BW,Mobile devices

§Middleware provides tools to manage, transfer and process the data exchange between CRM and other systems ( SAP/Non SAP) thus maintaining consistency

§Main functions of CRM Middleware are:

-Data exchange and mapping

-Data queuing and transport

-Replication and realignment

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CRM server consists of the following main parts-

1. CRM applications like CIC, Internet sales, TPM,

2. Business objects lie Customers, products, Sales orders, activities

3, CRM Server sits on the SAP WAS Basis system

The CRM Middleware  broker is the main messaging system

  

CRM Landscape

  

 

 

 mySAP.com application component for Customer Relationship Management consists of a central CRM server and various extensions to support different ways of accessing the system. It also allows for connecting to other systems. Depending on your actual business requirements, not all extensions need to be installed or used.

  The CRM application component is referred to as the CRM component which means the sum of all CRM functionality. CRM system is used when addressing questions of data transfer to and from the central CRM server or installation configuration options.

  The CRM component can be accessed via the mySAP Workplace by CRM users such as sales managers or contact center agents.

  Internet users may configure and order products or services using the Internet components of the CRM application component.

  The mobile sales force or mobile service engineers can connect to the system from their laptops or pervasive devices to exchange the latest information with the CRM component.

  Finally, customers may use the phone, fax, or email to reach the sales or service representatives using the integrated contact center solution.

 Middleware layer mainly supports the controlled data exchange with other systems, i.e. mobile clients, backend systems and data warehouses. The connections to external systems are established via software adapters. The adapters map and convert data to various formats. The CRM application components also exchange data with the middleware layer via a CRM adapter. 

 

CRM and Mobile Users

  

 

 

 The Mobile Sales and Mobile Service components of CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the middleware component contained on the central CRM Server.

  CRM Mobile Sales and Service users carry a full-blown PC application including a local database on their laptops. They connect to the CRM Server from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a Communication Station, where DCOM calls from the mobile clients are transformed to RFC calls that go to the CRM MW