Achieve Digital Transformationwith SAP HybrisCloud for Service

THE WORLD HAS CHANGED

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS

CHANGING THE GAME.

DIGITAL TRANSFORMATION IS EVERYWHERE

THE WORLD OF CUSTOMER SERVICE HAS CHANGED…

TODAY’S CUSTOMERS…

HAVE GREATER CHOICE

HAVE HIGHER EXPECTATIONS

ARE MORE EMPOWERED

NOW YOU NEED TO MAKE A CHANGE…

TODAY’S COMPANIES SHOULD…

BE EASY TO ENGAGE WITH

BE BETTERINFORMED

BE PRESENTIN MANYCHANNELS

DELIVER END TO END SERVICE EXCELLENCE…

Field ServiceEngagement CenterSelf Service

INTEGRATION WITH TRANSACTIONAL SYSTEMS

…AND LET YOUR SERVICE ORGANIZATION BE A REVENUE ENGINE FOR YOUR BUSINESS

EXPERIENCE MANAGEMENT

COMMERCE MARKETING SERVICE SALES

DATA & PROCESS MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

SAP Hybris Cloud for Service

The Channels Your Customers Want

Personalized Interactions Every

Time

The Right Insight at the Right Time

Be Mobile Integrated with Your Enterprise

REVOLUTIONIZE SERVICE ENGAGEMENTSWITH SAP HYBRIS CLOUD FOR SERVICE

Contact center and field service solution that create end-to-end service excellence

THE CHANNELS YOUR CUSTOMERS WANT

MEET YOUR CUSTOMERS IN THE CHANNEL OF THEIR CHOICE Serve customers at their terms through their

preferred communication channels. From a community, to a video chat, to a

storefront, meet customers in the environment they prefer to interact in and answer their inquiries seamlessly from channel to channel

THE RIGHT INSIGHT AT THE RIGHT TIME

Provide your service agents with the customer and solution details they need for successful service interactions

Know which field service resources are available at any given time to address a customer need and increase utilization.

Use collaboration tools and knowledge bases, to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.

PERSONALIZED INTERACTIONS EVERY TIME

EMPOWER EMPLOYEES AT THE POINT OF INTERACTION• With access to customer profiles, order

history, service history, feedback and preferences, enable your agents to deliver know your customers

• Use past service engagements to offer relevant and timely offers, rewards, discounts, and personalized treatment

BE MOBILE

Equip Field Technicians with the tools they need to address customer issues quickly and efficiently

Equip your field agents to look up inventory information and order spare parts right from their smart device on the job.

Drive productivity and resolve service requests with the intuitive user interface on mobile devices.

INTEGRATED WITH YOUR ENTERPRISE

Your service teams must be closely connected to your entire enterprise

Operate as a single brand across channels, orchestrating customer experiences – both pre- and post-sale – across all touch points.

SAP CLOUD FOR SERVICE

Mobility• Manage service & work

requests on iPad /tablet – anytime, anywhere

Solution Finder• SAP Knowledge Central by

Mindtouch*• SAP Jam*• Integrate with existing knowledge

base• Context-sensitive recommendations• Easily share content with customers

• EMail• Phone (CTI)*• Chat*• SMS*• Web self-service portal*• Branded communities*• Social Media* (Twitter, FB, Youtube)

Omni-channel Service Collaboration• Contextual social collaboration with

integrated feed (native & SAP Jam*)

• Video/Chat via Genband*

Integration• Native integration with SAP

ERP and SAP CRM, hybris Commerce

• Open API/ODATA Console

Analytics• Real-time service

performance with pre-built dashboards

• Embedded reports response times, handle times, priority and escalation trends

Productivity• E-mail Response Management• Routing and escalation rules• Workflows, notifications, approvals• Service Request Management• Resource Scheduling• Time Recording• End-to-End Field Service execution• Deal Desk execution• Employee Help Desk

*Additional license required (includes SAP or Partner solution)

Personalization• Flags• Tags• Shelf

• Quick Creates• User-Defined Fields• Favorites

END-TO-END FIELD SERVICE MANAGEMENT

Omni-channel supportService ticket handlingKnowledge managementApproval workflowWarranty, Contract and SLA determination

OMNI-CHANNEL CUSTOMER

SERVICE

Planned labor and partsPlanned tasks and checklistsAdvance shipment of partsOptimize schedule and resource assignment

PLANNING & RESOURCE

SCHEDULING

Parts confirmation, ordering (*) and returnsVan Stock, Parts catalogTime Recording and Expenses Counter readingsWork InstructionsVisit reports and customer signature

FIELD SERVICE EXECUTION &

CONFIRMATION

BillingCost allocation and revenue recognitionParts logisticsReal-time reporting and KPI’s

FINANCE, LOGISTICS & ANALYTICS

Manage customer installations Service & Parts catalogManage service contracts and maintenance plans

QUOTE & SERVICE

CONTRACT

Routing, queuing and escalationSocial collaboration and real-time communicationsPredictive maintenance and service

TECHNICAL & REMOTE SUPPORT

OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING

Seamless Ticket and Case Management Support : Visualize main and sub-tickets in hierarchical list,

group tickets from queue and perform bulk actions on sub-tickets

Enable customer service communication across multiple contact channels (phone, email, chat)

Efficiently monitor, control and manage contact center operations in real-time

Connect your office and mobile experts to serve your customers

Integrate communications with business processes

Define multi-level role-based approval rules

KNOWLEDGE MANAGEMENT

Deliver a knowledge platform forservice agents and customers with SAP Jam Collaboration:

Contextual access to most relevant support information

Content ranked based on user feedback Track and analyze customer needs

and behavior

FULL-FEATURE MOBILE EXPERIENCE

Responsive Offline Mobile with Cloud for Service:

Manage work tickets on any iOS, Android or Windows Tablet – anytime, anywhere

Increase productivity through access to real-time business information

Collaborate with service team on important topics Track Service Performance

through real-time analytics Mobile applications included in subscription at no

extra costs

MANAGE CUSTOMER INSTALLATIONS

With Field Service Management capabilities in Cloud for Service:

Track multiple equipment records for an installation point (location)

Track multiple components (parts) for an equipment record

Capture notes, serial numbers, and other installation data associated with an equipment installed at a customer location

Track service history Replication of functional locations and equipments

from SAP ECC Assign one or multiple measurement logs to

registered product, and take measurement readings throughout lifecycle

MANAGE SERVICE CONTRACTS AND MAINTENANCE PLANS

Maintain Service Level Agreement Define covered products and installed bases,

entitled products and services, price agreements, renewal and cancellation terms and conditions

Configure workflows and notifications Schedule Preventative Service using Maintenance

Plans Define maintenance plans and covered installed

bases Automatic creation of work tickets based on

recurring time-based or counter-based schedule Link maintenance plan to service contract

EFFICIENT SERVICE PLANNING IN WORK TICKET

Comprehensive Service Level Objectives Calculate first response, next response, resolution,

on-site arrival, fixed and completion due date with SLO determination

Complete technical and business view on service activity, including surveys, categorization, notes and attachments

Prepare work ticket execution, including planning of service parts and labor, and assign preferred service engineer

THE RIGHT PEOPLE, FOR THE RIGHT JOB, AT THE RIGHT TIME

Allocate Technicians with built-in Resource Scheduler

Provides embedded resource scheduling of work tickets, with real-time visibility on technician’s calendar via desktop or mobile

Time Entry & Time Reports Easy recording of productive and non-productive

time for technicians Multi-level approval workflow and reports for

service leaders

PARTS CONFIRMATION, ORDERING AND RETURNS

Provide service technicians with interactive 3D visualization of equipment assembly

Identify parts accurately for service order Improve first time fix rate with 3D animation of

repair and maintenance procedures Leveraging Standard ECC Integration Planning and trigger of advance shipments, and

consumption of spare parts from technician stock Consume parts from product list, determined from

reference product or maintenance plan

FINANCE, CONTROLLING, & LOGISTICS INTEGRATION

Creation of Internal Order for revenues and costs collection

Billing request for billable services and parts, based on Time & Material or Fixed Price

Time posting in CATS on Internal Order Service parts consumption from Technician

Consignment Stock Advanced Shipment of service parts to customer

consignment stock Service parts returns handling

SOLUTION EXTENSIONS

SAP HYBRIS KNOWLEDGE CENTRAL BY MINDTOUCH

Deliver the most relevant information to customers and agents using:

Natural language search and processing tools Content ranking technology Powerful analytics Relevant product information from internal and

external experts

SAP HYBRIS REAL-TIME COMMUNICATOR BY GENBAND

Improve workflow communications processes by:

Enabling sales, service and business professionals to instantly chat, video conference and collaborate in real-time with their customers and coworkers.

REVOLUTIONIZE SERVICE ENGAGEMENTS ANDDELIVER END-TO-END SERVICE EXCELLENCE

CREATEa consistent, omni-channel experience across every touchpoint in the customer journey

first call resolution rates through seamless self- service, engagment center and field service interactions

INCREASE DELIVERexceptional customer service through unassisted and assisted service management

CONNECTcustomers and agents with the right information at the right time in the channel of their choice

IT’S TIME TO GO BEYOND TRADITIONAL CRM WITH SAP HYBRIS SERVICE SOLUTIONS

THE RIGHT INSIGHT AT THE RIGHT TIME

PERSONALIZED INTERACTIONS EVERY TIME

THE CHANNELS YOUR CUSTOMERS WANT

INTEGRATED TO YOUR ENTERPRISE

BE MOBILE

DELIVER END-TO-END SERVICE EXCELLENCE

THE WORLD HAS CHANGED. YOUR CUSTOMER HAS CHANGED.MAYBE IT’S TIME FOR YOU TO CHANGE WITH THEM.

THANK YOU!Feel free to connect with me at :

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