mySAP CRM's Portal Twist

At its international e-business conference in Spain, SAP AG launched the latest version of mySAP CRM -- an all-portals-based solution centered on Web Dynpro presentation technology. And mySAP CRM also receives a boatload of workforce management functionality. Unlike browser-based CRM products, mySAP CRM is a people-centric solution that helps users tailor the way they interact with the CRM application, SAP claims. Portal technology enables access via a personalized Web page to role-based information across multiple applications, data sources and emerging Web services. Simply put, CRM is growing in depth and breadth, and thus requires a user-friendly medium to distribute the information and functionality. "The portal capabilities of mySAP CRM are at the heart of our people-centric strategy and define the way applications will be built in the future," said Peter Zencke, an executive board member of SAP AG, in a statement. The new version of mySAP CRM will begin shipping at th eend of Septembers. In addition to taking a portal approach, mySAP CRM gains workforce management capabilities for customer interaction centers, incentive and commissions management, and improved mobile features. Now contact center managers will be able to keep better tabs of staff and even assign certain agents to handle problems relative to their skill sets. SAP's portal-based strategy received kudos from at least one industry watcher. "Today's notion of CRM extends the customer interaction across an entire lifecycle, from engagement through transaction and fulfillment to service," stated Steve Bonadio, senior program director at Meta Group. "CRM solutions harnessing the power, simplicity and ease-of-use of portal technology can significantly help companies derive greater benefits through faster time to productivity, broader adaptation of the solution and improved return on investment."