Live Chat solution SnapEngage now integrates with SAP Business ByDesign. The chats can automatically create leads or service requests in ByDesign.

1. SnapEngage/ByDesign integration
A Google App Engine showcase
Jerome Breche, CEO SnapEngage
Christian Happel, Director Product Management SAP Business ByDesign
February 2012

2. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 2

3. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 3

4. SAP’s Cloud Offerings
Companies Departments/LoB People
SAP
SAP Business SAP Sales SAP Travel
BusinessObjects BI
ByDesign OnDemand OnDemand
OnDemand
SAP
SAP Sourcing SAP Service SAP
Business ByDesign
OnDemand OnDemand Streamwork
for subsidiaries
SAP Carbon
SAP Crossgate
Impact OnDemand
© 2011 SAP AG. All rights reserved. Confidential 4

5. SAP Business ByDesign
© 2011 SAP AG. All rights reserved. Confidential 5

6. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 6

7. What’s on the SAP Store
store.sap.com/public
© 2011 SAP AG. All rights reserved. Confidential 7

8. Instant access via SAP Store
store.sap.com/public
Ordering/ Order Instant
Solution Catalog
eContracting Confirmation Deployment
SAP Store Customer Tenant
© 2011 SAP AG. All rights reserved. Confidential 8

9. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 9

10. Engage with your website
visitors and turn them into
customers.
Who’s using it?

11. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 11

12. Scenario Demo Flow
Customer Support Rep
SnapEngage ByDesign
Chat initiated on
Facebook page or
website
Respond on
Chat Google Talk
chat client
Trigger lead
Lead automatically
generation in
created
ByDesign
Follow-up with
opportunity, sales
order, invoice,
Replicated email
payment
© 2011 SAP AG. All rights reserved. Confidential 12

13. Scenario Demo

14. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 14

15. Future Plans for SnapEngage – SAP Joint Offerings
Wave 3
Wave 2
Available
 Add integration with
 Browser based chat Service Requests in
 SnapEngage available client for operator ByDesign
on SAP Store  SnapEngage integrated  Make integration
 CRM integration with additional SAP configurable with
(leads) with ByDesign cloud solutions ByDesign
 Chat agent mapping to
SAP users
 Custom data mapping
© 2011 SAP AG. All rights reserved. Confidential 15

16. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 16

17. Extending Business ByDesign
SAP Business ByDesign
Mashups
- UI integrations
- Hosted at partner
Add-Ons
- E.g. Google Maps
- native
- built with
ByDesign SDK
- Run at SAP servers
- E.g. Service
Planning Table
Integrations
- Backend integrations
- Defined interfaces
- Open to any platform
- E.g. SnapEngage
© 2011 SAP AG. All rights reserved. Confidential 17

18. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 18

19. Google App Engine
PaaS (Platform as a Service)
• Runtime • Services
– Java – Memcache
– Python – Task queues
– Go – Scheduled tasks
– URL fetch
– Image manipulation
• Data storage – Mail
– NoSQL object Datastore
– Multiteancy
– Google Cloud SQL
– Search
– Google Cloud Storage
– Etc…

20. Why Google App Engine?
- Focus on what is important: our customers
- High availability
- Scales automatically
- Cost effective

21. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 21

22. Integration Project - Details
Visitor UI
Agent UI
Backend
Web Service
End of chat + End of chat + Request contact
auto-creation auto-creation information
or
Provide customer
Cust. info and fact
Send lead exists sheet url
creation request
no
Send Lead
creation request
for fall-back cust.
Send Lead
Create Lead
creation request
Save Lead id for
future reference

23. Agenda
Customer Perspective
SAP Cloud & Business ByDesign
Customer buying experience via SAP Store
SnapEngage - Product Overview
SnapEngage Integration Demo
Future Plans
Developer Perspective
Extending ByDesign: Native SDK vs. open interfaces
Why SnapEngage chose the Google App Engine
Technical Implementation
Development example
© 2011 SAP AG. All rights reserved. Confidential 23

24. Technical Demo

25. Code Example
BydesignServiceConfigurator config = new
BydesignServiceConfigurator(decrypt(authorizationToken)
, "https://" + systemName + ".sapbydesign.com");
LeadService sapService = new LeadService(config);
Lead lead = sapService.createLead(
Name,
QualificationLevelCode.COLD,
LeadGroupCode.SERVICE,
LeadOriginTypeCode.EXTERNAL_PARTNER,
employeeId,
leadAccountId,
leadText);

26. Thank You!
@SnapEngage
@happel