There was one clear lesson for customers in SAP CEO Christian Klein\u2019s opening keynote at Sapphire Now, the company\u2019s annual conference: When you\u2019re moving critical processes to the cloud, you need to pick a reliable partner.\nSAP didn\u2019t, and its outsourced online event platform went down just as Klein was due to take to the virtual stage on Monday. The company was left scrambling to redirect the 150,000 customers attempting to view the keynote to backup feeds streaming on LinkedIn or Twitter.\n\n[ Comparison shopping? See "The best ERP systems:10 enterprise resource planning systems compared," with evaluations and user reviews. | Learn why companies are increasingly moving to cloud ERP and how to spot the 10 early warning signs of ERP disaster. | Get weekly insights by signing up for our CIO Leader newsletter. ]\n\nKlein told reporters the next day that there had been \u201csome technical problems\u201d in the virtual keynote and the following conference sessions, which remained inaccessible until later in the week.\n\u201cThere\u2019s clearly one decision which I already regret: to outsource our platform to a third-party provider,\u201d he said. \u201cYou have to make sure the technical platform works.\u201d\nSAP\u2019s own systems continued interrupted, Klein said, but the incidence underscored the importance of the platform on which applications are built. That was also one of the messages in Klein\u2019s keynote, for those that were able to view it. Here\u2019s a roundup of key takeaways from SAP\u2019s week-long event.\nA common platform, but no common code base\nSAP has gathered four parts of its product portfolio \u2014 analytics, data management, application development and intelligent technologies \u2014 under the name Business Technology Platform. This offers a common data model and single sign-on for many of the applications SAP offers \u2014 but no common code base.\nIt\u2019s unimportant whether the cloud applications are all written in the same programming language, Klein told reporters. \u201cWhat is important is that they all use the same data model, the same business services, \u2026 the same user experience.\u201d\nWith all its core applications running on its HANA in-memory database, SAP is now focusing on integrating the business processes they serve. It\u2019s already delivered on 50 percent of its integration milestones there, and will reach 90 percent by year-end, Klein said in his keynote.\nAccounting for carbon footprint\nOne of the biggest challenges we face is climate change, according to Klein.\nWhatever you think of climate science, governments around the world are taxing carbon emissions, and enterprises able to minimize their carbon footprint at all stages of their supply chain will have a competitive advantage. SAP is working on that internally, having promised back in May 2017 that it would be carbon-neutral by 2025. Now it\u2019s introduced a tool that other businesses can use to manage the carbon emissions of their own supply chains.\nSAP Product Carbon Footprint Analytics draws on information already held in SAP systems, such as energy usage, bills of materials and other procurement data, as well as third-party data sources. Doehler, a supplier of ingredients to the food and beverage industry, is SAP\u2019s first customer to go live with the tool.\nIndustry cloud\nKlein gave an update on the company\u2019s industry cloud, a series of solutions built for specific vertical markets \u2014 consumer products or automotive, for example \u2014 using SAP Cloud Platform. These connect to the other elements of SAP\u2019s Business Technology Platform using a set of published APIs and run on either SAP\u2019s infrastructure or that of one of the hyperscalers: Amazon Web Services, Microsoft Azure or Google Cloud Platform. The company first outlined industry cloud back in 2014, when it set itself the goal of eventually extending its industry cloud to all 25 industries it serves. Klein now acknowledges SAP won\u2019t do this by itself, instead working with partners to deliver solutions in some industries.\nEmotional intelligence\nSAP had a lot to say about experience measurement in the months after it paid $8 billion for Qualtrics, but at this event its presence was less apparent.\nQualtrics had been the responsibility of Jennifer Morgan before she became \u2014 for just six months \u2014 Klein\u2019s co-CEO.\nKlein gave it a passing mention in his keynote, and later told reporters its low profile was because it is now embedded across the company\u2019s portfolio, for example in its SuccessFactors staff management tool. There it allows businesses to track the how staff feel, from recruitment to onboarding and throughout employment.\n\u201cIt is a key pillar, one of the most strategic pillars we have in our portfolio,\u201d Klein said, adding that it brought the emotional element to the intelligent enterprise.