hybris Tutorial

What is SAP Hybris?

Primitive CRM tools are becoming obsolete and often don’t have the necessary breadth to compete with the increasing demand for omnichannel customer engagement. Businesses majorly require a comprehensive approach to engage with customers consistently across distinct functional activities and touch points, not only through stovepipe solutions for e-commerce, social media, marketing, point-of-sale, salesforce automation or isolated customer service.

SAP Hybris in 1997 was introduced in Switzerland. SAP S.E acquired this company on 1st August 2013. SAP Hybris mainly provides solutions that benefit any organizations in saving time, cutting costs and reducing the complexity that further helps with a little focus to achieve SAP hybrid basics and explains about how to deals with its distinct components and subcomponents.

Why SAP Hybris?

Changing customer behavior, emerging new technologies, rising competitive pressures and globalization on are all forcing businesses to rethink about how they serve their customers and do business well. At this scenario, companies must adopt more flexible business models, add new sales channels thus interacting with customers in new ways- all of which increase the demand and complexity to manage business carefully.

To handle complexity while lowering costs, improved customer service and increasing sales, distinct departments and subsidiaries often start implementing ad-hoc desperate IT solutions. Insufficient collaboration, Missing data, uncoordinated activities, and duplications can lead to inefficient losses in revenue and marketing.

Technical Challenges in Hybris

Businesses struggle to manage their multiple business models, customer interactions, sales channels, processes, and transactions. Additionally, their systems are often rigid and prevent customers from quick delivery of innovative features to gain competitive advantage.

SAP Hybris, being an extensible and open architecture, enables customers to easily extend and customize their data models and the business logic to optimally fit their unique business requirements. Furthermore, using the most potential technology standards, it enables you to shorten the time to accelerate implementing projects, as there is no need for comprehensive training sessions to your IT teams.

Thus, it offers unique management system for product content, channels and commerce operations on top of this Platform. It helps manufacturers, retailers, and several others creating a seamless cross-channel experience to their customers from online to mobile to in-store and beyond.

SAP Hybris is one of the leading e-commerce solutions that enable you to engage your targeted customers across distinct channels with ease. It is majorly designed to grow as according you the specific needs of your company. It works in unison with the rest of your business architecture to foster productivity and efficiency. Its compatible design ensures innovation and adaptability with easy to stay a step ahead of disruption.

SAP Hybris is a family of product from a German company Hybris, which sells e-Commerce, Marketing, Sales, Service and Product Content Management Software. SAP Hybris provides solutions that helps any organization to cut cost, save time, reduce complexity and require lesser focus to achieve excellent customer experience.

Hybris was introduced in 1997 in Zug, Switzerland and later this company was acquired by SAP S.E on 1 August 2013. SAP has integrated its own premise backend system – SAP CRM and SAP ERP with the Hybris solution, so any company that has SAP ERP or SAP CRM implemented can easily move to the SAP Hybris solution. The SAP Hybris Commerce Accelerator is an Omni channel e-commerce solution with storefront templates and tools to provide an amazing customer engagement experience.

Hybris Product focuses on the following main areas −

• Commerce
• Marketing
• Revenue (Billing)
• Sales
• Service
• Hybris as a Service (YaaS)

Let us now discuss each of these in detail.

1.Commerce

This is used to provide a meaningful and consistent experience to every channel. It includes products for B2C Commerce, B2B Commerce, Product Content and Catalog Management, Omni-Channel fulfillment, and Merchandising to understand what customer wants and to turn visitors into buyers.

2.Marketing

This is to understand the customer behavior in real-time and to provide them what they want and when they want.

3.Revenue (Billing)

This solution provides a company with the capability to work in complex partner ecosystems, reselling products and sharing the revenue. It includes products for Subscription Order Management, Revenue in Cloud, Responsive Quality Control, Customer Financial Management, Consolidated Billing, Invoicing and many more.

4.Sales

SAP Hybris cloud for Sales takes customer information from the backend system provides it to the front-end Sales team and enables them to understand target customers, and how to grab each opportunity of a new sale. This provides information to the sales executive out in the field and on the mobile device in the hands of the sales executive. It includes product for Retail Execution, Sales Performance Management and Sales Force Automation.

5.Service

SAP Hybris for Service allows a company to provide an exceptional service experience to its customer and hence delightful customer engagement experience. Using Hybris Service, organizations can give its customer the right service on the right channel. It includes product for Omni Channel Call Center, Proactive Field Service and Comprehensive Self Service.

6.Hybris as a Service (YaaS)

This is one of the most advanced micro services ecosystem, which allows a company to develop custom applications with the existing platform. YaaS allows companies to reassemble and adapt the existing services to build a custom experience without the need of developing them from scratch.

The URL for Hybris solution and its key features is www.hybris.com/en/

You can navigate to the Products section to see what all key products are being offered by SAP Hybris. You can also scroll down to different sub-categories under each category.

Following are the Industries where SAP Hybris is implemented. It is implemented in Automotive, Banking and Finance, Consumer Products, Healthcare, Insurance and Manufacturing, Retail, Public Sector and many other industries.

You can navigate to the “Customers” section to see the client list for SAP Hybris.

Hybris Product focuses on the following areas mainly:

1.Commerce

It provides a consistent experience to every channel including products for B2B Commerce, B2C Commerce, Catalog Management, Product Content, Merchandising, and Omni-Channel fulfillment to understand what customer wants and to transform visitors into buyers.

2.Marketing

It helps to understand the customer’s behavior in real-time and provide them in areas they want and are useful.

3.Revenue (Billing)

Revenue provides the organization with the capability to work with complex partner ecosystems, product reselling and revenue sharing. It includes Order Management of Subscription products, Cloud Revenue, Responsive Quality Control, Consolidated Billing, Customer Financial Management, Invoicing and many more.

4.Sales

SAP Hybris Sales Cloud takes customer information from the backend system to the front-end sales team. It enables them to understand about target customers and ways to grab opportunities to new sales. It transfers information to the sales executive out in the field and on the mobile device in the hands of the Sales executive. It includes products for Retail Execution, Sales Force Automation, and Sales Performance Management.

5.Service

SAP Hybris for Service allows the organization to provide exceptional service experience to its customers and delight customers with better engagement. Organizations using this can provide its customers with the appropriate service on the proper channel. It includes Products for OmniChannel Call Center, Comprehensive Self Service, and Proactive Field Service.

6.Hybris as a Service

Hybris as a Service is the most upgraded ecosystem that allows an organization to create custom applications on the existing platform. It allows businesses to reassemble the existing services to build a better customer experience without the need to develop them from Scratch.

SAP Hybris is the leading e-commerce platform for products used to address products family involving Customer Management and Experience. Unlike SAP ERP or BW system, it is a product group to provide ultimate engagement experience to the customers.

SAP Hybris is not similar to SAP Hybris Customer Cloud, which is a cloud-based CRM application recently named as SAP Hybris C4C solution by SAP. It offers products for Commerce, Service, Sales, and Marketing, Billing or Revenue and SAP. It is entirely different from Hybris Commerce.

The SAP Hybris family contains the following distinct products named as −

• Hybris Commerce
• Hybris Cloud for Customer for Sales
• Hybris Revenue or Billing
• Hybris Marketing
• Hybris Cloud for Customer for Service

The Hybris product family enables integration with other backend solutions from SAP like SAP CRM and SAP ERP to achieve better customer engagement experience. 

SAP Hybris Cloud for Customer increase productivity, amplify customers and customer acquisition by providing personalized and relevant interactions across distinct channels to engage customers meaningfully. 

SAP Hybris Cloud for Customers delivers enhanced predictive insight, error-free execution, and contextual customer experience relevant to your industry.

Business needs to deliver a seamless customer experience across distinct communication channels in-person, online, on the phone, on social media, and via mobile devices.

SAP Hybris Cloud for Service, empower your sales and service teams to:

• Sell and Service Anytime, Anywhere
• Personalize to Your Industry
• Increase Collaboration
• Gain a 360 Degree View of the Customer
• Accelerate Productivity
• Receive Insights in Real-Time

When any business buys Hybris Commerce, the license is not provided for a C2C solution or buying C4C is not provided with the license of Hybris commerce. They have to purchase license separately for both products from the Hybris family.

SAP Hybris Tools and Products

SAP Hybris provides best ways to make selling success in one place taking the daily grind data out and admin work. SAP Hybris Sales Cloud provides data and information to your teams in one solution whenever required on any device and on every platform to make every interaction count.

SAP Hybris spends more time selling and creating innovative selling methods to the customers. With proper organization, they will provide distinct digest data to know about the customer better. Thus, ensuring your relationships with customers get last longer and stronger.

The major SAP Hybris Products are listed below:

• SAP Hybris B2B Commerce
• SAP Hybris Commerce for B2C
• SAP Hybris Commerce Accelerator
• SAP Hybris Commerce, Edge edition
• SAP Hybris Commerce, cloud edition
• SAP Hybris Commerce, order management
• SAP Hybris Product Content Management
• SAP Hybris Digital Asset Management by OpenText
• SAP Hybris Customer Experience and Jam communities

SAP Hybris cloud-based customer service software provides a consistent customer experience across distinct channels, access contextual and complete customer information and gain real-time insight into field service management and call center performance.

SAP Hybris Commerce Cloud helps business to understand their customers at any point of the experience better, and helps them drive meaningful and relevant interactions from content creation to fulfill merchandise.

SAP Hybris marketing products provide the most innovative marketing solutions to marketers as per their specific and changing needs.

The sales products from SAP Hybris provide the sales team with the data access on the mobile device. Thus, the required information about the target customers or any issues in the sales process and converting each opportunity to fulfill the sale.

SAP Hybris Service Products provides solutions to help an organization to deliver effective customer service experience. It offers a consistent experience across distinct channels, and gains real-time insight into the call center and enable to perform better actions.

SAP Hybris Billing products cloud, you can deliver price and quote, subscribe billing and order management experiences directly from the cloud.

SAP Hybris apart from distinct other products mentioned above, also provides a wide range of cross-functional services to manage effective customer interactions, incentive plans, and sales commission to sign and manage documents online securely.

Integration with On-premise SAP Solution

Most companies contain master data, product and customer information along with pricing data to provide an On-Premise solution. Whenever you generate a sales order, the details from the SAP ECC system are essential.

The key reasons for integration with SAP CRM system are as follows:

• To deliver a business-level solution for all marketing, sales and service activities including all sales offices, and subsidiaries.
• Most companies prefer to provide an SAP Cloud solution for better user experience and helps sales representatives with the outstanding customer experience and support key activities.
• Any organization wants to switch over to cloud solution to manage their new deployments and releases even though the existing SAP CRM system to running smoothly.
• SAP Hybris enables standard integration scenarios for SAP CRM and SAP ERP; it is a common thing happens in SAP Hybris.

Project Implementation with SAP Hybris Cloud Training

The project implementation imparts the training on the business process including sales intelligence, service, marketing and social. However, it is essential to gain hands-on experience to deal with the real-time business issues. The expert trainers will help the candidates to achieve perfection at each level on the subject.

It helps the students to learn about “how to run an SAP Cloud for Customer project using SAP best practices and translate customer business needs to best practice business scenarios.

After completing this implementation training, the candidates would be able to:

• Run the SAP Hybris Cloud for Customer implementation project using SAP best practices.
• Understand application data migration and troubleshoot migration issues.
• Can effectively manage the business needs using the set of the administrative toolset.
• Describe the integration scenarios available with SAP Hybris Cloud for Customer and configure the mobile features.
• Learn about how to translate the customer business needs to best practice business scenarios according to your specific business needs.
• Configures the solutions to manage business processes including sales, service, marketing and social.

With the scope of the Hybris and its extensive features and concepts, any technically oriented Hybris user will challenge soon. The SAP Hybris Online Training course from Mindmajix aims to facilitate flexible project work with detailed information on every aspect in SAP Hybris, its architecture, performance, and applications.

Hybris is an ecommerce product platform that is used to address a family of products involving Customer Experience and Management. Hybris is not a single product like SAP ERP or SAP BW system, rather it is a group of products to provide end to end customer engagement experience.

SAP Hybris is also different from SAP Hybris Cloud for Customer, which is a cloud based CRM application that has been recently renamed by SAP as SAP Hybris C4C solution. Hybris offers product for Commerce, Billing or Revenue, Sales, Service and Marketing and SAP Hybris Marketing is completely different from the Hybris Commerce.

The SAP Hybris Product family contains the following distinct products named as −

• Hybris Commerce
• Hybris Revenue or Billing
• Hybris Cloud for Customer for Sales
• Hybris Cloud for Customer for Service
• Hybris Marketing

The Hybris product family can be integrated with other backend solutions from SAP like SAP ERP and SAP CRM to achieve end-to-end customer engagement experience. Here, we have mentioned five products. However, in reality there are only four products as product for Sales and Product for Service are a part of SAP Hybris Cloud for Customer solution.

The following image shows the SAP Hybris Product Family −

SAP Hybris Products for Commerce

With SAP Hybris Commerce Cloud, companies can meet those expectations and deliver great experiences that gain their loyalty. SAP Hybris Commerce Cloud can help companies to understand their customers at every point of the commerce experience, so they can drive relevant, meaningful interactions, from content creation to merchandising to fulfillment.

Hybris products for E-Commerce includes B2B and B2C commerce applications like Product Content Management (PCM), Search and Merchandising and Order Management. Hybris commerce provides all the features that an organization can expect from an E-Commerce application.

The Hybris product site covers the following capabilities of SAP Hybris Product for e-Commerce −

• B2C Commerce
• B2B Commerce
• Product Content and Catalog Management
• Omni-Channel Fulfillment
• Creating Contextual Experiences

SAP Hybris Revenue/Billing

This solution provides Revenue management, highly automated billing and invoicing solution. Using SAP Hybris Revenue Cloud, you can deliver Price and Quote, Order Management and Subscription Billing experiences directly from the cloud.

It provides more flexibility to work in a complex partner ecosystem. Following is the product link from the Hybris site − www.hybris.com/en/products/billing.

The following capabilities are covered in SAP Hybris Cloud for Revenue −

• Revenue in cloud
• Subscription Order Management
• Responsive Quality Control
• Agile Charging
• Invoicing
• Versatile Document Management
• Customer Financial Management
• Consolidated Billing

SAP Hybris Cloud for Customer for Sales

This solution is used to fetch data from the on premise backend-system and provide it to the front-end sales team. The Sales team can access data on a mobile device and this provides information they need to know, who the target customers are, any issues in sales process and how to covert each opportunity to a sale.

The following capabilities are covered in the SAP C4C Sales solution −

• Sales Force Automation
• Sales Performance Management
• Retail Execution

SAP Hybris Cloud for Customer for Service

This solution helps an organization to deliver an excellence customer service experience to its customers. Following capabilities are available in SAP C4C for Service solution −

• Comprehensive Self-Service
• Omni-Channel Call Center
• Proactive Field Service

SAP Hybris Marketing

SAP Hybris Marketing solutions help the organization to understand its customer choices in real time and help them to maintain customer profiles from the data gathered from different sources. Old time CRM Marketing was not providing data in real time, however SAP Hybris Marketing is providing the most cutting edge solutions to marketers for providing personalized marketing experience as per their changing needs.

The following capabilities are available in SAP C4C Marketing solution −

• Dynamic Customer Profiling
• Segmentation and Campaign Management
• Commerce Marketing
• Loyalty Management
• Marketing Resource Management
• Marketing Analysis
• Marketing Lead Management
• Customer Attribution
• Architecture and Technology