Item: SAP Customer Data Solutions
Rating: 10
Author: Daniele Antonioli

Use Cases and Deployment Scope

I am a presales solution architect for all our SAP CDC customers to which we have integrated and evolved SAP CDC products.

Pros and Cons

customer base management (all levels)
consents management
UX/Screen Sets
integrations

minors management
sites explorer
documentation navigation (previous version better)

Return on Investment

positive impact in the growth of the customer base and longevity of the sites and technologies on which the platform has been integrated (on our customers)

Reliability and Availability

10

incredible SLA of the RaaS and general performance with big data

Alternatives Considered

SAP Commerce Cloud and SAP Customer Data Solutions

The products I evaluated integrate directly and natively with SAP Customer Data Cloud

Other Software Used

SAP Customer Data Solutions, SAP Commerce Cloud, SAP Commissions

In all our customer's tenants, we have big integrations and solutions that grow over time (multisite integration per country/market and brands, different platforms, ...); for now, I have never found anything inappropriate to the context in which the product was dropped, but I have not used all the features present on the product

Users and Roles

15 - presales, project management, developers, team leaders, sales

Support Headcount Required

10 - solution architect, developers, project managers, team leaders, support team

Business Processes Supported

multicountry and multisites integrations
minors check integrations
B2C and B2B integrations

Innovative Uses

check minors age in relations of consents and tutors
multicountry integrations

Future Planned Uses

entry point hub for all identity

Likelihood to Renew

10

because it is a valid and powerful product in the CIAM field

Products Replaced

Yes - usually replace custom identity management that are not gdpr compliant

Key Differentiators

Product Features
Product Usability
Product Reputation
Prior Experience with the Product

the product features that can be enabled are varied and are able to cover the needs of customers also in terms of security

Evaluation Lessons Learned

i wouldn't change it

Implementation Rating

8

no, except that a good integration and implementation goes through a well-structured and documented analysis phase

Implementation Details / Implementation Partner

Implemented in-house
Third-party professional services

Noovle; I'm a solution architect in Noovle and I help customers to integrate the platform

Implementation Phases

Yes - Phase 1: Analisys (Data Model/Mapping)
Phase 2: UI integration (web/mobile)
Phase 3: Consents assessment and configuration
Phase 4: ETL integration

Change Management Lessons

Change management was a big part of the implementation and was well-handled - the lesson I learned is that from the early stages of the project you need to familiarize the customer with the administrative dashboard

Implementation Issues

mobile integration
dataflows number limitations

Training Types Used

Online Training
In-Person Training

In-Person Training

10

because it was made directly in the company

Online Training

10

Because the learning hub is very good

Ease of SAP Customer Data Solutions Training

N/A

Product Configurability

10

right for this type of product

Configuration Lessons

no

UI Customization

Yes - we have customized the interface extensively - because the customer asked for very specific UI features and therefore we had to make customizations using the UI builder and specifically the javascript section

Extensibility and Customization

Yes - we have added extensive custom code - because the customer asked for very specific UI features and therefore we had to make customizations using the UI builder and specifically the javascript section

Additional Customization Considerations

no

Support Rating

10

the support has always been prompt and quick to respond and has always resolved more or less complex issues

SAP Customer Data Solutions Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support cares about my success Quick Initial Response	Need to explain problems multiple times

Premium Support

no because it is not necessary and not requested by the final customer

Bug Resolution

Yes - yes

Exceptional Examples of SAP Customer Data Solutions Support

once, due to a platform limitation, we received the support of an engineer who gave us valuable advice to optimize the dataflows we had developed so as not to run into the limitation

Usability

10

usability both on the administrator side and on the end user side is very simple and complete

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using	Lots to learn

Easy Tasks

screensets building
consents management
dataflows building

Difficult Tasks

big query execution
mobile integration

Mobile Interface Availability and Impressions

Yes - the mobile interface works well in the case of a fresh integration, but in the case of an existing mobile application it is often difficult to convince the customer to adapt to the best practices