THE FUTURE OFSERVICE IN THE OMNICHANNEL WORLDWITH SAP HYBRIS

BEYOND CRM WEBINAR SERIES:

Thursday, 21 July 201613:00 – 14:00 SGT/HKT15:00 – 16:00 SYD/MEL10:30 – 11:30 IST

DELIVER END-TO-END SERVICE EXCELLENCE WITH SAP HYBRISJOHN HEALDGlobal VP, Solution & Strategy,SAP Hybris Service

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS

CHANGING THE GAME.

Communities

Sales PeopleSocial

The New Omnichannel Customer Journey

Marketing

Commerce

Billing & Payment

Service & Support

TODAY’SCUSTOMERS…

ARE MORE EMPOWERED

HAVEGREATER CHOICE

ARE MOREOPEN TO CHANGE

IN TURN, THE WORLD OF CUSTOMER SERVICE HAS CHANGED…

YOU’VE BUILT UP ACUSTOMER SERVICE CENTER TO RESPOND TO YOUR CUSTOMER’S ISSUES.

YOU’VE GIVEN YOUR FIELD SERVICE STAFF PRODUCT TRAINING AND ACOMPLETE TOOLBOX.

BUT CUSTOMERS HAVEMORE CHOICES THAN EVER, SO THEIR

EXPECTATIONS HAVE GONE UP.THEY EXPECT COMPANIES TO:

BE EASY TO DO BUSINESS WITH

BE BETTERINFORMED

THAN THEY ARE

BE ONE STEPAHEAD OF THEM

BE PRESENTWHERE THEYHANG OUT

TO CLOSE THIS GAP, CUSTOMERS NEED

MORE OPTIONSTO RESOLVE THEIR ISSUES

THROUGH ANY CHANNEL

AGENTS NEEDCONTEXT, AND REAL-TIME CUSTOMER INSIGHT THROUGHOUT THE ENTIRE CUSTOMER JOURNEY

FIELD SERVICE EXPERTS NEEDSCHEDULING, PARTS MANAGEMENT, AND COLLABORATIONWITH EXPERTS ON THE JOB.

AND MANAGERS NEEDOPERATIONAL

INSIGHT AND THE ABILITY TO

WORK ANYWHERE,ANYTIME.

DELIVER CONSISTENT, CONTEXTUAL, AND RELEVANT EXPERIENCES

REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER

JOURNEY.

YOUR COMPANY SHOULD…

MEETING Customer Expectations

vs EXCEEDING Customer

Expectations

GO BEYOND CUSTOMER EXPECTATIONS

TRANSFORM YOUR SERVICE OFFERINGS

After Sales Support

Assisted ServiceUnassisted Service Online Self Service Support Communities Knowledge Management

Chat/Video chat Voice Call Back Email Social channels

Support During Buying Process

DELIVER END-TO-END SERVICE EXCELLENCE

Field ServiceEngagement CenterSelf Service

AND BECOME A REVENUE ENGINE FOR YOUR BUSINESS.

KNOW YOUR CUSTOMERS AND

INCREASE RESPONSIVENESS

OF AGENTS

ENGAGE IN CONTEXT, IN REAL-TIME, ACROSS THE CHANNELS YOUR CUSTOMERS WANT.

BRING TOGETHER MARKETING, SALES, COMMERCE, AND CUSTOMER SERVICE.

DRIVE CUSTOMER CENTRIC DIGITAL TRANSFORMATION IN YOUR FRONT OFFICE.

GOBEYONDCRM

EXPERIENCE MANAGEMENT

COMMERCE MARKETING SERVICE SALES

DATA & PROCESS MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

SAP Hybris Service Solutions Self-Service, Contact Center and Field Service solutions that create end-to-end service excellence

The Channels Your Customers Want

Personalized Interactions Every

Time

The Right Insight at the Right Time

Be Mobile Integrated with Your Enterprise

REVOLUTIONIZE SERVICE ENGAGEMENTS AND DELIVER 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 MOBILEEQUIP 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 HYBRIS SERVICE PORTFOLIO

DELIVER A SEAMLESS SERVICE EXPERIENCE

END-TO-END THROUGHOUT THE ENTIRE CUSTOMER

JOURNEY

SAP Hybris Service Engagement CenterSAP Hybris Self Service Solutions enabled via SAP Hybris as a Service Platform SAP Hybris Cloud for Service

SAP CRMSAP Contact CenterSAP CRM Service ManagerSAP Multiresource SchedulingSAP 3D Visual Enterprise

SAP Jam CommunitiesSAP Jam Collaboration

SAP Hybris Knowledge Central by MindtouchSAP Hybris Real-Time Communicator by Genband

SAP HYBRIS SERVICE

SELF-SERVICE SUPPORT SITE

With the Self Service Features on SAP Hybris as a Service:

Create new service tickets on the web Track support requests Register Products Connect with Communities Collaborate with service agents Download instruction manuals, warranties

and product relevant details

COLLABORATIVE 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 Allow authoring and collaboration across

users

STATIC KNOWLEDGE MANAGEMENT

Bring static information to life:

Make manuals searchable Online enablement of stored content Provide relevancy of information to the

agent and the customer Analysis of content, to ensure efficiency

of deployment SAP Hybris Knowledge Central by

MindTouch

Drive engagement with support communities through SAP Jam Communities:

Foster collaborative issue resolution through Q&A and discussion boards – both self-service, customer-generated and agent-contributed

Increase customer engagement and satisfaction and lower the total cost of support by inspiring low touch service engagements

Lift conversion rates by offering relevant content throughout the buying journey

Leverage standard integration to SAP Hybris Service Engagement Center and SAP Hybris Commerce

COMMUNITIES

NEXT GENERATION AGENT DESKTOP

With the SAP Hybris Service Engagement Center deliver the next generation agent desktop:

Serve customers on their terms through their preferred communication channels and simplify the customer journey with expert guidance.

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

OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING

Seamless Ticket and Case Management Support from the Service Engagement Center to Cloud for Service:

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

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

If you make a sale, you can make a living.

Jim Rohn

If you make an investment of time and good service in a customer,

you can make a fortune

THANK YOU!