Function documentationSAP Real-Time Offer Management

 

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.

Integration

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 Start of the navigation path http://service.sap.com/instguidesInformation published on SAP site Next navigation step Focused Business Solutions Next navigation step SAP Real-Time Offer Management End of the navigation path.

Prerequisites

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:

  • Start of the navigation path CRM Cross-Application Components Next navigation step Rule Builder Next navigation step Define Rule Policy Types End of the navigation path

  • Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Basic Data Next navigation step Define Types/Objectives/Tactics End of the navigation path

  • Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Basic Data Next navigation step Define Priorities for Marketing Projects End of the navigation path

  • Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step SAP Real-Time Offer Management End of the navigation path

Features

The following features are available:

Computed Attributes

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

Jobs in Cross Client

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.

RTOM Publish

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.

Web Services

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.

Activities

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.