“80% of businesses believe they provide excellent customer ......ECENTA’s Omni-Channel Service...
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“By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution.” – PricewaterhouseCoopers “80% of businesses believe they provide excellent customer service, but only 8% of customers agree.” – Forbes
Transcript of “80% of businesses believe they provide excellent customer ......ECENTA’s Omni-Channel Service...
“By 2020, the demand for an omnichannel customer
experience will be amplified by the need for nearly
perfect execution.” – PricewaterhouseCoopers
“80% of businesses believe they provide excellent
customer service, but only 8% of customers agree.” – Forbes
Reimagined Service Execution and Customer ExperienceService Innovation usingECENTA’s Omni-channel Service offering for SAP ERP Customer Service (CS) Customers
Back office Service Operations Reimaged for Customer Engagement Industry challenges: Though existing SAP-CS customers utilizing Service related functions such as Service Orders, Service Notification, Maintenance Plans achieve operational efficiency for specific back office tasks, new opportunities from a strategic perspective are too large to ignore related to Customer Engagement and translating Service into Sales.
Prior large investments in SAP-CS and downstream dependencies give executives pause for “switch and replace” solutions that bring forward looking capabilities, but leave a hole in the core back office – a critical purpose which will always exist.
For this customer base, there needs to be a strategy that gets brings new omni-channel customer engagement and field service capabilities that work with existing SAP-CS investments.
Often a “let’s build a mobile app for field service” approach falls short in that this is still centered around internal operations. Execution today needs to focus on the customer experience and giving all employees a “sales and service hat” to wear.
ECENTA’s Omni-Channel Service offering with SAP-CSThe ECENTA Omni-channel Service offering delivers:• Pre-built integration templates to SAP-CS so existing investments, reporting and downstream processes can
function as-is• Hybris Service Cloud to delivery a modern Customer Engagement platform for all customer channels• Seamless transition from Inquiry into Field Service scheduling, parts ordering, execution and confirmation
using native Hybris Service Cloud mobility
Execute Better• We serve the customer better as
we have their complete service history even in the field
• Revenue is no longer lost as warranty and service contracts are available in real time to all employees
• Field service can now sell parts and handle end to end service execution and confirmation from a mobile device
Plan Better• We now can schedule
planned maintenance while scheduling immediate break-fix requests
• More employees have greater capabilities to offer first call resolution and offer self service from our new knowledge base
Engage Better• All the channels our customers
engages us with flow into a single platform: calls, emails, chats, SMS, portal, etc.
• Regardless of what role I serve in the process chain, we have complete visibility to the customers situation to better engage with them
Sell Better• We sell more service contracts and
extended warranties as our dashboard highlights who to target
• Service helps Sales by recording competitive information, handing off leads, and upselling products
Track Better• Real time analytics lets us see
root causes of warranty claims• We now have IoT capabilities
Run Better• The omni-channel solution is
made to work with our existing SAP-CS so we can continue to run better without introducing major risks and costs
Execute Better• We serve the customer better as
we have their complete service history even in the field
• Revenue is no longer lost as warranty and service contracts are available in real time to all employees
• Field service can now sell parts and handle end to end service execution and confirmation from a mobile device
Plan Better• We now can schedule
planned maintenance while scheduling immediate break-fix requests
• More employees have greater capabilities to offer first call resolution and offer self service from our new knowledge base
Engage Better• All the channels our customers
engages us with flow into a single platform: calls, emails, chats, SMS, portal, etc.
• Regardless of what roll I serve in the process chain, we have complete visibility to the customers situation to better engage with them
Sell Better• We sell more service contracts and
extended warranties as our dashboard highlights who to target
• Service helps Sales by recording competitive information, handing off leads, and upselling products
Track Better• Real time analytics lets us see
root causes of warranty claims• We now have IoT capabilities
Run Better• The omni-channel solution is
made to work with our existing SAP-CS so we can continue to run better without introducing major risks and costs
© Copyright 2017 ECENTA AG. All Rights ReservedECENTA AG · Altrottstr. 31, 69190 Walldorf, Germany · MAIL [email protected] · WEB www.ecenta.comECENTA AMERICA INC. · 325 North St. Paul Street / Suite #2230, Dallas / TX 75201, USA · MAIL [email protected] ASIA PACIFIC PTE. LTD. · 1, Scotts Road / Unit 17-04, Shaw Centre, Singapore 228208 · MAIL [email protected]
Want to learn more?Find out more about the ECENTA Omni-channel Service solution with SAP-CS and learn how your service operations can benefit from the next generation service offerings for your company and your customers!
CONTACT INFOFor EMEA:Hans Kaiser, ECENTA [email protected]
For America:Thomas White, ECENTA [email protected]©
What to go even further? ECENTA offers a B2B Service Portal that your customers can use to buy your products and services, perform self service, request services, view installation base, IoT, and much more.
