SAP Real-Time Offer Management (RTOM) is a real-time decision solution that provides intelligent product offers and messages during customer interactions. It is self-learning, taking the response from every interaction into account to make the next real-time offer more relevant and effective. SAP Real-Time Offer Management uses a single marketing source to manage all customer-related offers.
To use SAP Real-Time Offer Management with marketing in SAP Customer Relationship Management (SAP CRM), you have to set up a real-time offer campaign (campaign type RTOM
). This is an inbound campaign for inbound customer interaction. An inbound campaign is pending
until a customer contacts the company, for example, through the Interaction Center. Inbound campaigns do not have any campaign execution using outbound channels.
The integration between SAP Real-Time Offer Management and marketing in SAP CRM, allows you to do the following:
Set up your real-time offers on the marketing WebClient UI and publish them to the SAP Real-Time Offer Management engine. After the publishing is complete, the product offers or messages appear on the Interaction Center WebClient or other customer interaction channel.
Send and retrieve real-time offer information to and from the SAP Real-Time Offer Management engine. SAP CRM marketing and the external SAP Real-Time Offer Management engine communicate using Web services.
You use the RTOM application toolkit to set up SAP Real-Time Offer Management. For more information about the RTOM application toolkit, see the SAP Real-Time Offer Management Integration Guide on SAP Service Marketplace at
.To use SAP Real-Time Offer Management, you must activate the business function SAP Real-Time Offer Management (CRM_RTOM_1
).
You have made the required settings for SAP Real-Time Offer Management in Customizing for Customer Relationship Management
under:
The following features are available:
You create computed attributes on the WebClient UI.
The following computed attributes of the definition type Function
are available:
Average
Maximum
Minimum
Sum
Day Of Month
Month of Year
Day of Week
Year of
SAP CRM jobs are designed to enable full authorization for cross client information, so batch administrators see jobs in all clients. Without the authorization OBJECT 'S_BTCH_ADM' ID 'BTCADMIN' FIELD 'Y'
, the search result is restricted to the logon client.
You publish your new or changed real-time offers using the report CRM_MKT_RTOM_PUBLISH
in SAP CRM.
Use this report when you have changed one of the following data types:
Real-time offers
Computed attributes
Condition attributes
You can monitor the publish process on the marketing WebClient UI under Jobs
by entering RTOM_PUBLISH
. Use this job if the publishing failed or if you want to view the queue.
You have to configure several Web services for SAP Real-Time Offer Management. For more information about the configuration of Web services, see the SAP Real-Time Offer Management Integration Guide.
For more information about how to use SAP Real-Time Offer Management, see Using SAP Real-Time Offer Management.
For more information about analytics functions, see Reporting.