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A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
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The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
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The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
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A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
​
The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
​
The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
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projects
projects
MULTI CLOUD
DATA AS A SERVICE
I am a product manager at SAP in the Multi Cloud Technology Office.
We deliver hyperscaler cloud data to enable Security, Infrastructure,
and Sustainability data decisions.
Outcomes I helped drive
70+ AWS, Azure, GCP, Ali Cloud,
and SAP data centers onboarded
4 Data pipelines implemented
6 Cloud analytics
dashboards delivered
60+ SAP business leaders using product (including CEO, CTO)
The Challenge
SAP business units individually call cloud APIs, generating high costs and slowed data flow when hitting API rate limits.
Multi Cloud Data as a Service centralizes cloud data in a data lake, creating data correlations with disparate cloud and company data, for the C-Suite, Executive Board, and SAP business leaders to draw actionable insights from.
Lines of Data Analysis
Cloud Billing
Historical cost of hyperscaler cloud services enabling predictive forecasting and regional breakdowns
Key Metrics Delivered
Cost per vCPU Hour (Euro Cent) for SAP
Cost charged to SAP per vCPU hour of cloud usage
• Filtered by Cloud Platform
Total Charge out Cost (Million Euro) by year
Aggregate Cloud Cost
• Filtered by Cloud Platform
Cost per TiB Hour (Euro) by Region
Aggregate Cloud Cost
• Filtered by Business Region
Cost per TiB Hour (Euro)
Cost charged to SAP per TiB Hour of cloud usage
• Filtered by Cloud Platform
Cost per vCPU Hour (Euro Cent) by Region
Cost charged to SAP per vCPU Hour
• Filtered by Business Region
Total vCPU Hours (Million Hours) by year
Cost charged to SAP per vCPU hour
• Filtered by Business Region
Cloud Asset Management
Visualizing cloud assets for Global Security to analyze vulnerable regions and VM risks using existing cloud assets to forecast future cloud costs
Key Metrics Delivered
Unique VM Instances per country
Measuring most active cloud regions
LoB and Cloud Breakdown of Projects
Analyzing Cloud usage per project
Unique Public IPs
Company Wide Public IPs
Unique Machine Types by LoB
Analyzing Machine Types by line of business
Unique Account/Subscription/Project Names
Measuring unique cloud accounts
Unique Public IPs per LoB
Active IPs per Line of Business
Unique VM Instances per Account/Subscription/Project Name
Active VM Instances
Unique Machine Types by Region
Measuring machines by region
Intelligent Enterprise Latency
Tracking latency between 70+ hyperscaler cloud locations for
data center planning and efficient product deployment
Unique VM Instances per country
Measuring most active cloud regions
Key Features
Global AWS, GCP, Azure and SAP data centers tracked
Measuring latency between cloud regions
Time Series and Latency Forecasting
ML forecasting for predicted future latency times
Filter by date range
Analyze specific date range
Geographical view of latency measurements
Measuring unique accounts
Filter by latency measurement range
Target specific latency measurement ideals for products
Historical view of latency measurements
Analyze historical views
Data Center Sustainability
Tracking carbon emissions by region, product, and cloud provider for data centers around the world
Unique VM Instances per country
Measuring most active cloud regions
Key Features
Global AWS, GCP, Azure and SAP data centers tracked
Measuring latency between cloud regions
Time Series and Latency Forecasting
ML forecasting for predicted future latency times
Filter by date range
Analyze specific date range
Geographical view of latency measurements
Measuring unique accounts
Filter by latency measurement range
Target specific latency measurement ideals for products
Historical view of latency measurements
Analyze historical views
The Core Team
3 Data Scientists
1 Data Engineer
1 Cloud Architect
1 UX Designer
2 Project Managers
Partnerships
Multi Cloud Data as a Service (MC DaaS) partnered with SAP teams to deliver Multi Cloud data and help drive company initiatives. The following teams lent engineering resources and collaborated with the MC DaaS product team to define and deliver outcomes.
SAP Global Security
SAP Cloud Cost Engineering
Requirements Collection
Document high level requirements in excel
Draw up and confirm high level goals of team, and translate into requirements
Prioritize Requirements
Prioritize/Adjust requirements with PMs and stakeholders
Work Breakdown Structure
Check development team’s workload and create/adjust WBS
Weekly Stakeholder Meetings
Understand stakeholder’s goals, and define data solutions that deliver insights
Kanban Agile Methodology
To Do
Lower Priority
Expedited
In Progress
Done
Product Backlog
Product Backlog reviewed weekly by development, data science, and PM team.
Stories and Epics created during this session, priorities are pushed into Kanban Board.
Stakeholder Matrix
Influence
Interest
Stakeholder Reporting Strategy
I developed a communication strategy based on project interest and stakeholder influence
CEO, Christian Klein
Quarterly Business Report with high level accomplishments
Head of Cloud Services, Gary Slater
Quarterly Business Report with high level accomplishments
Global VP of Multi Cloud, Tom Lee
Weekly Status Report with accomplishments, blockers, and next weeks plans
VP of Multi Cloud Technology Office, Mikael Loefstrand
Bi-weekly status meetings, CC'd on Weekly Status Report and Quarterly Business Report
CTO, Juergen Mueller
Quarterly Business Report with high level accomplishments
CSO, Tim McKnight
Quarterly Business Report with high level accomplishments
Weekly Status Reports
![12.17.21 MC DaaS Status Report[96].png](https://static.wixstatic.com/media/b5c6c0_5c49e3cec51c4330b05c6d919213d115~mv2.png/v1/fill/w_508,h_658,al_c,q_85,usm_0.66_1.00_0.01,enc_auto/12_17_21%20MC%20DaaS%20Status%20Report%5B96%5D.png)
![12.17.21 MC DaaS Status Report[96].jpg](https://static.wixstatic.com/media/b5c6c0_a414249998be49bd89419ff55e224811~mv2.jpg/v1/fill/w_508,h_658,al_c,q_80,usm_0.66_1.00_0.01,enc_auto/12_17_21%20MC%20DaaS%20Status%20Report%5B96%5D.jpg)
Quarterly Business Report
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