The portal technology embedded in mySAP 3.1 aims to provide users with easy, consistent and comprehensive access to role-based information across multiple applications, data sources and Web services.
The latest offering also is the first of the company's enterprise applications to use the Web Dynpro presentation interface, which is designed to provide the ease of use of a Web-based application and is delivered to the user via SAP's portal based on specific user roles. SAP plans to incorporate Dynpro throughout its enterprise offerings.
"CRM is probably the first class of enterprise software that has touched so many different users," said John Grozier, SAP group director of CRM product marketing. "We have to have solutions that are intuitive and are easy to use for that whole continuum of users."
Additional features include new workforce management capabilities for call centres, a new partner portal, analytics for insight across all customer touch points, improved mobile capabilities, and incentive and commissions management.
The announcement was to be made at SAP's Sapphire international e-business conference in Lisbon.
Because the portal and application are designed to integrate and adapt to the role of an individual user, employees can aggregate both structured content from business applications and unstructured data from multiple sources, Grozier added. A call centre agent has access to both transactional data about a customer, as well as access to documents providing the latest product-positioning presentations. This can also extend to information from suppliers and other external sources.
This version of mySAP CRM will begin shipping at the end of September.