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The key to adoption of SAP Hybris Cloud for Customer?

Integration into Microsoft Outlook!

  • Thomas Van Looy
    Thomas Van Looy

User adoption dictates the success of every tool and solution. Also that of SAP Hybris Cloud for Customer (Hybris C4C). While Hybris C4C is very intuitive, easy to install and easy to use, there’s a way to further boost user adoption and, consequently, productivity: enable its integration into the familiar MS Outlook platform.

A familiar environment will boost productivity

After all, MS Outlook is used in the vast majority of organizations and has been for a very long time. Employees – both young and older – use it day in, day out; know perfectly how to navigate it and have come to love it.

It is this familiarity that SAP wants to tap into with the Hybris C4C Add-In for MS Outlook, as a way of driving user productivity.

Synchronize emails, appointments and tasks

With the Hybris C4C Add-In, emails, appointments and tasks are constantly synced between MS Outlook (Mail, Calendar and Tasks) and Hybris C4C. As a result, you no longer have to toggle between both applications. You can choose what application you work in to contact customers, schedule appointments and meetings and list tasks or manage accounts. All the information will be automatically updated in both platforms, as illustrated below:

As existing accounts and their contacts are automatically linked and synced, you can easily add new contacts to Hybris C4C, straight from your email application. The Add-In will even spot duplicates: if the same information is found twice, it can be merged to avoid double entries. A guarantee for a slim, up-to-date and efficient list of contacts!

Activities/ appointments
Activities and appointments will be synced just as easily. Let’s say, for example, that you have just received an email from a customer, informing you that she agrees with your last quotation. Or you got an email from a business partner, requesting an appointment. All it takes is one click of a button to add this important email to your Hybris C4C application. All the information about that particular business opportunity/ appointment will then be stored centrally, ready to be accessed at all times.

Another great example is the out-of-the-box integration of tasks. Imagine you have to call a contact person to discuss an opportunity and set up a face-to-face meeting. If you add this task to your ‘opportunity’, you’ll be able to view it in your MS Outlook ‘task’ section, including all the details like extra time, priority or extra notes. Or vice versa: if you enter the details in MS Outlook, you’ll see it in the Hybris C4C interface.

Activity feed: just like in social media

Hybris C4C integrates a series of nice features that we all take for granted in social media, but have not seen in earlier versions of SAP, like the integrated feed or the shelf view. Both are synced with MS Outlook too:

  • Like in the familiar social network interfaces, Hybris C4S allows users to post updates, which are then visible in an integrated feed, i.e. a listing of the most recent messages people have shared in Hybris C4C. You can, for example, use this feature to post an update on a contract win. Just type your message in the ‘Post an update’ section, hit enter and spread the news amongst your colleagues! Hybris C4C even adds the possibility to search the feed. With the Hybris C4C Add-In, the updates are directly visible in MS Outlook too.
  • The shelf in Hybris C4C provides an overview of all the items you flag or mark as favorites. The feature helps you save time, as you can navigate directly to all your frequently used items. Just like the feed, the shelf can be searched and is seamlessly integrated into MS Outlook … 

Getting started

Installing the Add-In is simple: log into the Hybris C4C online environment, go to the download section and install the package. As soon as you’ve successfully installed the Add-In, you’ll see ‘SAP Hybris Cloud for Customer’ when opening MS Outlook (under the `Home’ tab).

Added value

Installing the Hybris C4C Add-In for MS Outlook is certainly time well spent. The Add-In will add value to your Hybris C4C platform, as it will allow users to work in their familiar MS Outlook environment. Which means they’ll be more likely to embrace Hybris C4C and deploy it to the max!

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