Short Presentation Title - SAP Digital Interconnect...•Create and manage compelling mobile reward...

SAP Engagement 365Solution Overview

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© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2Customer

SAP Engagement 365Overview

SAP Engagement 365 is all-in-one

service which let you interact with your

customers through their mobile phone.

Now you can

• Create multiple marketing campaigns

that engage and retain your

customers

• Create surveys and view live data

• Increase your customers’ loyalty

through unique campaigns, vouchers

and coupons

• Support customers with mobile live

chat


SAP Engagement 365Solutions

All those can be reached via 4 integrated solutions included in SAP Engagement

365

• SAP Engagement 365 for marketing

• SAP Engagement 365 for loyalty

• SAP Engagement 365 for research

• SAP Engagement 365 for chat


SAP Engagement 365Benefits

• Personalize and target

communications and marketing

campaigns

• Create and manage compelling mobile

reward and loyalty programs

• Gain a deeper understanding of your

customers’ needs and preferences

• Reach any mobile subscriber, on any

network, in any market

• Gain deep customer insight with made-

for-mobile research and survey tools

• Support customers where ever they

are

SAP Engagement 365 for

Marketing


SAP Engagement 365 for MarketingKey benefits

In a word, do you want to be capable

to reach your customers at the right

place, at the right time, with the right

communication?


SAP Engagement 365 for MarketingSolution overview

SAP Engagement 365 for marketing, enabled

by Synapta is a new effective marketing

channel:

Create mobile driven campaigns that touch

the entire customer journey, from brand

awareness to simple calls to action

Launch campaigns which are targeted,

strategic and integrated across multiple

channels from mobile to social

Drive your brand awareness and get

feedback immediately

Create bounce back, registration, voting

and competition channels in minutes

Improve significantly customer engagement

with personalized campaigns


SAP Engagement 365 for MarketingSolution overview

SAP Engagement 365 delivers live

status reporting for things such as

• uptake

• opting in / opting out

• message delivery

• data capture

All this helps you to track your

campaign’s performance and ROI.



• Reach out to customers and prospects

with personalized, targeted

communications and marketing

campaigns

• Eliminate ‘wasted’ advertising to

consumers whose preferences do not

match a product’s profile/demographic.

• Improve customer engagement with

personalized and targeted messaging

• Integrate easily with social media

channels



• Reach any customer, on any device,

on any mobile operator’s network

• Use a range of interactive channel

types for each campaign

• Learn to use the powerful platform very

quickly and easily

• Personalize your messages through

attribute population and capture

attribute data from participants to

segment and personalize future

communications

• Set automatic scheduling for your

campaigns’ start, close and release

• Check the campaign’s effectiveness

through real-time detailed report


SAP Engagement 365 for MarketingExample for Cable industry

What if it were possible to make

effective cross-selling campaigns

targeted to the right customers at the

right moment?

Dear customer, you have just purchased our Broadband package. Special offer 10% discountfor TV and Phone services.The offer lasts till 2nd

February

Reply ‘YES’ to take up this great offer


SAP Engagement 365 for MarketingExample for Banking

What if you could significantly

improve customer uptake and

engagement with automatically

targeted campaigns?

Your Car loan has

been approved and

we will shortly

transfer the funds to

your checking

account.

Would you be

interested in a

discount on car

insurance?

Reply ‘YES’ to find

out more


SAP Engagement 365 for MarketingExample for E-mail Marketing industry

What if you could significantly

improve customer uptake and

engagement with automatically

personalized campaigns?

Dear Alex,We are happy to inform you that a new SuperCo store will be opened tomorrow close to your home.

For more information check superco.com


SAP Engagement 365 for MarketingExample for Shipment industry

What if your could utilize a new

marketing channel that could

significantly improve Customer

Engagement with personalized

campaigns?

Hi Jane, as a loyal client we are pleased to offer you 10% discount for your next order


SAP Engagement 365 for MarketingHow does it work?

Campaign navigation is simple, and easy to use.


Research


SAP Engagement 365 for ResearchKey benefits

With the smart, integrated questionnaire

builder it is possible to conduct different

types of surveys in a number of

completion modes for SMS, mobile web

and in App and choose when and who

can complete them

Invite participation with scheduled

surveys

Allow self selection with customer

triggered surveys


SAP Engagement 365 for ResearchSolution overview

SAP Engagement 365 for research,

enabled by Synapta comes with a

feature-rich research module.

It is a full-scale research service capable

of the most complex research

interactions as well as simple snap polls

with real-time reporting and analysis.

Extended analysis for Net Promoter

Score surveys via the dedicated reportal.



Gain a deeper understanding of your

customers’ needs and preferences with

engaging, personalized surveys

presented right on their mobile phones

Set an open dialogue with your

customers

Get quickly higher survey response

rates

Engage customers to receive their

feedback and increase customer

satisfaction



Personalize survey content for higher

response rates and engagement levels

Accelerate responsiveness with

instant, actionable insights

Use SMS, mobile web, web and in App

or mixture of survey modes to deliver

the ultimate mobile study

Intuitive questionnaire editor allows

complex multi-question routed surveys

or data capture forms to be created in

a few minutes

Live reporting



With a list of multiple question type there

is also an opportunity to set precise

Question Type in accordance with the

company’s needs

Closed (Multiple Choice) Question

Range (Scale) Question

Open (Free Text) Question

Address Validation Question

Info Message

Survey Invite

Survey Close Message


SAP Engagement 365 for ResearchKey benefits/Question type

Closed (Multiple Choice)

Question

When will you next Upgrade your handset?1) This Month2) Under 6

Months3) Over 6 months4) Not Sure



Range questionFollowing your recent call, how satisfied you are with the Operator you spoke to? From 0=Not at all Satisfiedto 10 =Extremely Satisfied



Open (Free Text) Question

Dear customer, you’ve recently sent a parcel via our delivery company.Please reply to tell us how we did and if we can improve.



Info message

There is a problem

with a current cable

service in your area

– we will contact

you again once this

has been resolved.

See

www.cableco.com

for more info



Survey invite

Dear customer, you’ve just visited our new office. We’d appreciate if you’re able to answer a few short questions about your experience. Reply ‘YES’ to start the survey



Survey info message Thank you for taking part in this survey. We appreciate your feedback.



Other features support for quick and effective actionable insight management

Real-time data presentation

Response Flagging and Filtering

Manual and Automated Data Export

Automated Data Archiving


Q1. Please rate

how satisfied you

were with the call

from 1 to 7.

1. Very

Dissatisfied

7. Very Satisfied.

YES

SAP Engagement 365 for ResearchExample 1

Dear Ross.

Thanks for

your visit

today. Can

you complete

a short

survey? Reply

YES to start

Dear Ross. Thanks for

your visit today. Can you

complete a short survey?

Reply YES to start

YES

Dear Ross. Thanks for

your visit today. Can you

complete a short survey?

Reply YES to start


SAP Engagement 365 for ResearchExample 2

Pre-launch survey for

shipment industry

(target audience:

Brazilian customers)

Dear customer, we are about to expand our list of destinations by adding Uzbekistan and Kazakhstan as preferred shipment locations for a discount price. Reply ‘YES’ if interested. Your opinion is very important for us.


Loyalty


SAP Engagement 365 for LoyaltySolution overview

SAP Engagement 365 for loyalty, enabled by

Synapta is integral part of the platform. It is flexible

and can adapt to any size of campaign operating in

any industries. The solution can run a loyalty

program based entirely on mobile or one that spans

a number of media.

With SAP Engagement 365 for loyalty it is easy to

acquire new customers and retain current ones by

offering appropriate rewards for their loyalty.


SAP Engagement 365 for LoyaltyKey benefits

Create and manage compelling mobile reward and loyalty programs to maximize

customer retention via:

• unique coupons

• vouchers

which work on any mobile device and deliver security, traceability and reporting

Collect valuable information about the customers as well as increase company’s

profitability and number of loyal consumers

Secure all data through promotional code management to reduce campaign’s

complexity and possible fraud

Increase the campaigns engagement with personalized and targeted

communication

Trace your campaign through live extensive reporting on opt-in, registrations,

rewards redeemed,…


SAP Engagement 365 for LoyaltyHow does it work?

Setting up unique vouchers and coupons

for your current and potential customers

is one of the best ways to encourage

them to become loyal to your company,

particular product or brand.

SAP Engagement 365 for loyalty

provides the opportunity to launch such

campaigns by communicating with end-

users via their mobile phone.



Creating a Points Based Loyalty

Promotion

A points based loyalty promotion allows

subscribers to accumulate points into

their account which are given to them for

making purchases.

Once they have collected enough points

for a reward then they can choose which

reward they would like to receive, and

their points balance will be deducted

accordingly.


SAP Engagement 365 for LoyaltyHow does it work? Example

Live points total

Points load

Rewards

Available

Redeem Rewards

Voucher Wallet Voucher



Creating a Basic Reward Loyalty

Promotion

A basic loyalty promotion may consist of

a reward being offered for each

purchase made by a customer.

There are several ways to reach your

customers to engage them to participate

into your loyalty rewarding program:

SMS, Mobile Web (Cloud APP), App,

EPOS, …


SAP Engagement 365 for LoyaltyHow does it work? Reward Loyalty Promotion/SMS

Customer presents

coupon code

Merchant submits coupon

code via SMS

SAP

Engagement 365

Coupon verification3

Coupon valid4

Merchant applies

discount for customer5

1

2


SAP Engagement 365 for LoyaltyHow does it work? Reward Loyalty Promotion/Web

Customer presents

coupon code


code via Web Portal

SAP

Engagement 365


Coupon valid4

Merchant applies discount for

customer5

1

2


SAP Engagement 365 for LoyaltyHow does it work? Reward Loyalty Promotion/App

Customer presents

coupon code


code via Web Portal

SAP

Engagement 365


Coupon valid4

Merchant applies discount for

customer5

1

2


SAP Engagement 365 for LoyaltyHow does it work? Reward Loyalty Promotion/EPOS Terminal

Customer presents

coupon code


code via EPOS Terminal

SAP

Engagement 365


Coupon valid5

Merchant applies

discount for customer5

1

2

Web service3

Other features


SAP Engagement 365Other features - Reporting

There are several types of

reports which are available

within SAP Engagement

365:

• Real time reports

• Channel Reports

• Custom Scorecard Reports

and Charts

• Survey Reporting

• Reporting portal

• Company Billing

Information


SAP Engagement 365Other features – Multi-language option

All the messages support all the international

languages and time zones as well as all character

sets: Western, Arabic, Asian and others.


SAP Engagement 365Other features – Contacts Database and Management

SAP Engagement 365 includes fully featured contacts database with extensible and flexible

attributes which can be added at any time.

• Variety of attribute types allow for data validation on collection, including text, dates,

number, list, address, and name.

• Dynamic filters allow easy segmentation of data for campaign execution.


SAP Engagement 365Other features – User account security

User accounts are very important as they provide secure access to the system and

are tailored to each person's access permissions

• Each account has a set of roles which denote which parts of the system they can

access, and the level of access they can have. The access levels are

• Member

• Author

• Administrator

• Administrators can create and delete users, view messaging logs and monitor

user actions across their company accounts

• A super administrator has the power to create new company accounts

• Administrators is able to track all the changes made to the system over time

Why SMS?


Why SMS?

• The most ubiquitous non-verbal way of communication

• Simple to use

• Sheer dominance

• Extremely popular

• Short, Personal and Interactive

• Affordable

Today SMS can reach over 3.2 billion people all around the world**

70% of US

mobile owners*

Sources: *FORRESTER BLOGS

(http://blogs.forrester.com/michael_ogrady/12-06-19-sms_usage_remains_strong_in_the_us_6_billion_sms_messages_are_sent_each_day)

**GSMA Intelligence (https://gsmaintelligence.com/)

http://blogs.forrester.com/michael_ogrady/12-06-19-sms_usage_remains_strong_in_the_us_6_billion_sms_messages_are_sent_each_day

https://gsmaintelligence.com/


Why SMS?

90% of text messages get read within

3 minutes of delivery

Source: ImpigeMobile Strategy.com, 2011


Why SMS?

21% U.S. mobile users prefer offers via mobile Web

11% - Apps

8% - Voice mail

33% - via SMS

Source: DMA.org, 2011

SAP Engagement 365Summary


SAP Engagement 365

Summary

• The SAP Engagement 365 is a streamlined and powerful platform for performing

marketing, research and customer relationship management via mobile SMS, WAP and

web technology

• It is easy to use, does not require any special knowledge and is accessed online through a

standard web browser

• Mobile marketing campaigns, loyalty campaigns, mobile research surveys, data capture

forms and revenue generating mobile channels can all be created in a matter of minutes

• The opportunity to reach any customer, on any device, on any mobile operator’s network

through personalized, targeted communication and marketing campaigns will let you

improve customer engagement significantly


SAP Engagement 365

Summary

Loyalty

• Point Based Loyalty

Promotion

• Reward Loyalty Promotion

• Data security

• Engagement and Loyalty

levels grow

Marketing

• Targeted communication

• Customer Engagement

• Customer Acquisition

• Real–time reporting

• High response

Research

• Deeper understanding of the

customers

• Open dialog with customers

• High response rate and

engagement level

• Feedbacks

• Live reporting

Why SAP Mobile Services?


Why SAP Mobile Services?

Flexible APIs

• SMPP, HTTP(s)

• Standardized acknowledgements

Secure connectivity

• VPN

• Leased line

High performance

• Ability to send up to 11,000

messages/sec

Delivery control

• Time scheduling

• Volume control

• Delivery notifications

Reporting

• Real–time messaging reports

Reach

• Mobile Number Portability support

• Short codes management

• High quality routing

Global reach

• Connection to over 1016 global

messaging network operator

• Cover over 214 countries all

around the world

• Reach to 6.27 billion mobile

devices

• Able to reach over 96% of global

mobile subscribers

SAP Mobile Services include comprehensive sales, regulatory, compliance, and

technical support 24/7


About SAP

• Interbrand: 25th best global brand*

• More than 251,000 customers

in 188 countries

• More than 66,000 employees – and

locations in more than130 countries

• A 42-year history of innovation and

growth as a true industry leader

• Annual revenue (IFRS) of € 16,22 billion

*Source: Interbrand, 2013


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