THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE ECONOMY · THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE...

Andreas Heckmann

EVP & Head of Customer Success ServicesSAP Digital Business Services, SAP SE

THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE ECONOMY

© 2019 SAP SE or an SAP affiliate company. All rights reserved

Our North Star – helping customers

become intelligent enterprises


CUSTOMER EMPLOYEE

GROWTH PROFIT

TRANSFORMATION

COO & CIO

CEO CFO


PEOPLE & CULTURE

BUSINESS PROCESSES

ENTERPRISE ARCHITECTURE

DATA MANAGEMENT & ANALYTICS

Fragmentation

Legacy Issues

Broken data model & analytics

Resistance

TRANSFORM YOUR BUSINESS FOR FUTURE GROWTH AND SCALABILITY

CUSTOMER EMPLOYEE


OperateDeliverManufacturePlanDesign

Network & Spend Management

Employee Engagement

The Intelligent Enterprise by SAP – ONE Seamless Customer Experience

Marketing Sales Services

Finance

SEAMLESS CUSTOMER EXPERIENCE


Customer Experience

Network & Spend Management

Employee Engagement

The Intelligent Enterprise by SAP – ONE Seamless Customer Experience

SEAMLESS CUSTOMER EXPERIENCE

Marketing Services OperateDeliverManufacturePlanDesign Manufacturing & Supply Chain

Digital Core

Sales

Finance


Intelligent Business Processes With SAP Leonardo

Customer

ExperienceManufacturing &

Supply Chain

Network & Spend

Management

Employee

EngagementDigital Core

Big Data Machine

LearningBlockchain Internet

of Things

SAP Leonardo


Customer


Supply Chain

Network & Spend

Management

Employee

EngagementDigital Core

We Empower Decision Makers with End-to-End Real Time Steering

SAP Cloud Platform powered by HANA

% % % % % % % % %

Real time steering across the value chain

Reporting | Predictive Analytics | Integrated Planning


The Intelligent Enterprise

Customer


Supply Chain

Network & Spend

Management

Employee

Engagement

Intelligent Suite

Intelligent Technologies

Digital Platform

Data Management Cloud Platform

SAP Leonardo

Digital Core


SAP S/4HANA Adoption

2015 2016 2017 2018 2019

Adoption of SAP S/4HANA is kicking in by offering unique potential

across all Lines of Business.

10,500+ Licensed customers

40%Net new customer share

Ahead of R/3

Adoption

Accelerated

Cloud Growthin Finance and Professional Services

10,500+

132

# of Licensed customers


What is the Customers Experience

YOU provide today?

80% ofcompanies

feel theyprovide a

greatexperience

8% of

customers

agree

The Experience Economy X+O


Experience Management runs best with the SAP Intelligent Enterprise


Experience ManagementCollect, analyze, and act on

human sentiment and feedback


Intelligent Suite Automate day-to-day

business processes


Digital PlatformUnlock data-driven intelligence and innovation


SAP itself is becoming

an Intelligent Enterprise


2012 2015 2017 2019 2020

Cloud SubscriptionRevenue

*extrapolation based on current growth plans

On PremiseLicense Revenue

SAP Cloud Subscription vs. On-Premise License RevenueIn EUR

~9,6bn*

~4,0bn*

SAP´s Business Model Transformation


SEAMLESS CUSTOMER EXPERIENCE SEAMLESS EMPLOYEE EXPERIENCE

SAP’s Business Model TransformationHow to transform BUSINESS PROCESSES

REDEFINE PROCESSES

• Listen to customers and end

users

• Design Thinking Workshops

END TO END FOCUS

• Harmonize customers

experience across value

chain

FLEXIBILITY FOR NEW

BUSINESS MODELS

• Pay as you go

• Commerce

• Data as a Service

STANDARDIZATION

• Automation of repetitive

transactional processes

• Simplification of processes

to increase agility and

customer retention

INTELLIGENCE

• Define required data

sources to automate and

steer business


SAPs Business Model Transformation –How to transform ENTERPRISE ARCHITECTURE

Broken End-to-EndProcesses

Applications~880 Productlines

per PPMS

Different Domain Models

20+Platforms / DB

25+Infrastructures …

OVER 20 DIFFERENT TECHNOLOGY STACKS AND A MISSING TO-BE ARCHITECTURE RESULT IN MANY CUSTOMER CHALLENGES

ERP ECC 6.0CRM

SRM

Hybris Marketing

Customer,

Product

Customer,

Supplier, Product,

Worker,

Timesheet

Employee,

Timesheet,

Cost Object

Supplier, Worker,

Timesheet,

Cost Object

Customer, Supplier,

Product, Assets

Customer, Supplier,

Product, Worker,

Timesheet, Cost

Object

.NET ABAP Platform NetWeaver Java … +16 SCP

BROKEN CUSTOMER AND EMPLOYE EXPERIENCE

Marketing Service &

Support

Spend

Management

Human

ResourcesSales Finance

SAP HCM

Travel & Expense

ManagementSuccessFactors

APPLICATIONS

Customized Legacy

Applications

DIGITAL PLATFORM

Various Platforms

with Unaligned Data

Sources

INFRASTRUCTURE

Various

Infrastructure

Layers with

High TCO


SAPs Business Model Transformation –How to transform ENTERPRISE ARCHITECTURE

End-to-EndProcesses

Applications

ONEDomain Model

ONEPlatform / DB

Multi CloudInfrastructure …

Digital Supply

ChainSAP C/4HANA

Lead to Cash Design to Operate Finance and Total Workforce ManagementSource

to Pay

SAP

S/4HANA

Industry

Solutions

Success

Factors

Spend

Mgmt.

Partner &

SCP Apps

SCP

SEEMLES CUSTOMER AND EMPLOYEE EXPERIENCE

Reusable Business Service and One Data Model

MOBILE

• Boost end user productivity

APPLICATIONS

• Agile IT projects with strong

business involvement

• Back to Standard

• Out of the Box integration

• Flexibility for new business

models

• Integrate partner apps to

boost productivity

LEONARDO

• Infuse innovations into core

processes (e.g. pricing)

DIGITAL PLATFORM

• Central business extension

platform

INFRASTRUCTURE

• HYBRID Landscape

• Multi-cloud Strategy

Mobile UISAP Leonardo

– ML | Robotics | IoT | Blockchain –

Qualtrics


SAPs Business Model Transformation –How to transform DATA MANAGEMENT & ANALYTICS

Manufacturing

& Supply Chain

Customer

Experience

Real time steering across the value chain

Reporting | Predictive Analytics | Integrated Planning

% % % % % % % % %

SAP Cloud Platform

Network & Spend

Management

Employee

Engagement

Digital

Core

We empower decision makers with End-to-End Real Time Steering


SEEMLES CUSTOMER AND EMPLOYEE EXPERIENCE

DIGITAL SALES

10%

25%

Higher sales

productivityReduction of quotation

& approval time

DIGITAL FINANCE

5 Days

40%

Reduction of Quarter-

End-Close process

higher process

automation

DIGITAL MARKETING

5x

+20%

Increased lead to

opportunity conversion

Pipeline via

Omnichannel Marketing

CUSTOMER RETENTION

5%

30%

Renewal rate increase

Usage based license

models

SAP’s Business Transformation – Business Benefits

DIGITAL SPEND

MANAGEMENT

10%Annual sourcing

savings

DIGITAL HUMAN

RESOURCES

15%

46%

Higher staff retention

Faster hiring cycle


Customer Success Services

Improvements for our customers


A B C D …

Support Channels

classified, aligned Input

Intelligent Support

Making Support Intelligent Improved Multi Channel Support


Live Business needs live supportNext-Generation Support for the intelligent enterprise

+Traditional

SAP support

Industry-leading

proactive and preventive

support across all

deployment scenarios

Next-Generation

Support

Groundbreaking

support for the

intelligent enterprise

Self-service and incident

prevention

Real-time interactionExpert Chat, Schedule an Expert

Digital support experienceSeamless integration

with built-in support

AI and machine learning


Next-Generation Support: Extending the value of supportChannels and technology

2017+

Release Center:

pilot

Nov. 2016

Pilot for customers of SAP

SuccessFactors solutions,

dashboard for easier

release preparation

SAP ONE Support

Launchpad

Aug. 2016

New SAP support

platform and new

SAP Fiori apps to all

SAP customers

1DX – SAP Support

Portal: preview

Oct. 2016

Cloud Availability

Center: pilot

Sept. 2015

Schedule an

Expert: pilot

Pilot for customers of

SAP SuccessFactors

solutions to schedule

expert sessions

June 2016

Social media

program

Improving the design,

process, and oversight

of support-focused

social media channels

Sept. 2016

Finding SAP

Knowledge Base

Article documents

via Google search

SAP Knowledge Base

Article search via Google

CALL-1-SAP

Apr. 2014

Consolidation of

inbound numbers to

one universal, free

phone number

Expert Chat

General release to

SAP customers:

ability for real-time

support via chat

June 2016

Customer Interaction

Center chat

Dec. 2016

Offering chat as a new

live-contact channel for

nontechnical assistance

Apr. 2014

SAP ONE

Support

Harmonization of

the digital support

experience

SAP Customer and

Partner Outreach

Dec. 2016

WhatsApp pilot for SAP

Solution Manager and

selected support for

SAP NetWeaver



SAP ONE Support

Wave 2

Jan. 2017

June-Aug. 2017

Schedule an Expert

Rolling out Schedule

an Expert to all

customers

Harmonized support

offerings and SLAs for cloud

solutions from SAP; unified

access to support with

universal free phone

number, now incl. Concur,

SAP Ariba and SAP

Fieldglass solutions; incident

dashboard for SAP

MaxAttention customers

Guided Answers

May 2017

Rollout for finding

answers with

structured decision

trees

SAP ONE Support

system overview

May 2017

End-to-end view on

landscape extended

to Concur and SAP

Ariba solutions

May 2017

Built-in support preview

SAP S/4HANA

Preview for SAP

S/4HANA: Demo initial

features for a digital

support assistant based

on SAP CoPilot

Aug. 2017

Built-in support

SAP S/4HANA Cloud

First digital support

assistant allows to

create incidents

within the solution

Sept. 2017

Cloud Availability Center

for SAP SuccessFactors

The Cloud Availability

Center becomes the

default dashboard for

SAP SuccessFactors

customers

New SAP Support

Portal released

Mar. 2017

Redesigned, mobile

optimized SAP Support

Portal

SAP Cloud Trust

Center

SAP Cloud Trust

Center delivers on

transparency, security

and compliance in the

cloud

May 2017 Sept. 2017

Schedule an Expert

Dedicated new

access points for

both live channels in

SAP ONE Support

Launchpad

Dec. 2017

Support by Product

Newly added product

pages in SAP ONE

Support Launchpad and

SAP Support Portal

provide at-a-glance view

of product-related content

SAP Incident

Dashboard

One stop incident

management to

provide holistic ticket

overview

May 2017



Planned

Cloud Availability

Center: Extension to

further solutions (beta)

Dec. 2017

Personalized end-to-end

view on availability status of

customer’s cloud solutions –

beta extended to further

SAP cloud solutions

May 2018

Built-in supportSAP S/4HANA Cloud

Conversational user

interface for support

skills: Digital support

assistant to create

incidents and search

for help

SMS notifications

for SAP ONE Support

Launchpad

April 2018

SAP ONE Support

Launchpad offers text

message (SMS) as new

method for critical notices

April 2018

Fast, machine-generated

translations for SAP Notes

and SAP Knowledge Base

Articles (KBAs) in the SAP

ONE Support Launchpad

Automatic translation

Ask an Expert

Peer: Feature trial

Jan.-April 2018

Ask an Expert Peer

allows to receive answers

one-on-one from a

qualified and approved

industry expert outside

of SAP

SAP Knowledge

Base Articles: Responsive Preview

Previews of SAP

Knowledge Base

Articles are now based

on the SAP Fiori style

and responsive across

different mobile devices

March 2018 February 2019

Built-in supportSAP Integrated

Business Planning

Built-in support

launches for SAP

Integrated Business

Planning

November 2018

First AI-infused use case

in core support process

with incident solution

matching, providing

relevant answers faster

Incident Solution

Matching

Planned

Built-in supportSAP S/4HANA Cloud

and SAP SuccessFactors

Conversational user

interface: Enhanced

digital support

assistant incl. incident

solution matching and

machine learning

Planned

Further AI use cases

for support

Artificial

Intelligence

May 2019

Schedule an Expert

for open incidents

available for all priority

levels

Schedule an Expert

for open incidents


TSIA STAR Award

Technology Services

Industry Association (TSIA)

STAR Award for Best

Practices in Support

Services for Schedule an

Expert and finalist in the

Transformation of Support

Services category for the

Next-Generation Support

approach overall.

ASP Award

Top Ten Best Support

Websites 2018 for the SAP

Support Portal incl. the SAP

ONE Support Launchpad

from the Association of

Support Professionals

(ASP).

Next-Generation SupportExternal recognition – awards and benchmarks

Stevie Award siteIQ Benchmark

The SAP Support Portal

received recognition in the

siteIQ eBusiness Index’s

Online Support category

rankings, achieving first place

for usability with the highest

recorded score.

SAP Support won two

Silver Stevie awards – for

Innovation in Customer

Service for Next-Generation

Support, and in Best Use of

Technology in Customer

Service for the Schedule an

Expert service.

https://tsia.com/

https://news.sap.com/2018/10/sap-support-tsia-star-awards/

https://news.sap.com/2018/07/award-winning-sap-support-experience/

https://asponline.com/awards/best-web-support-sites/

https://siteiq.net/sap-support-launches-up-the-index

https://siteiq.net/sap-support-launches-up-the-index

https://stevieawards.com/sales/2019-stevie%C2%AE-award-winners

The New

Customer Success Services


SAP Digital Business Services

Project Success

Premium Success

Continuous Success

• The New SAP MaxAttention

• SAP ActiveAttention

• SAP Preferred Success

• SAP Enterprise Support

• Education services

• SAP Advisory Services

• SAP Innovation Services

• SAP Advanced Deployment

• SAP Value Assurance

• SAP Innovative Business

Solutions

*Available with SAP Value Assurance, SAP Advanced Deployment, and premium service offerings

Customer Success

SAP Model

Company*

Enabling the Intelligent Enterprise for the Experience Economy


Customer Success Services offerings for the Intelligent Enterprise

SAP MaxAttention +

Option

Ultimate success offering

Strategic engagement with dedicated leadership team

Premium advisory, support and services

Successful large scale transformations

SAP Preferred SuccessAdvanced success offering

Insight-driven recommendations for adoption, consumption

and value realization

Learning, functional guidance and change management

SAP Enterprise Support

All solutions

Foundational success offering

Safeguard mission critical processes, capture innovation

opportunities and drive continuous optimization

Option


What can you expect next?


1970Part-time support

delivered by

developers

1980/1990Local/Regional

+ Development

Support

Global

„Follow the sun“

2000Real-time

support

2016Artificial

Intelligence

2018SAP Enterprise

Support

2008

Enablement Evolution of Support


1970

Part-time support

delivered by

developers

1980/1990

Local/Regional

+ Development

Support

Global


2000

Real-time

support

2016

Artificial

Intelligence

2018

Customer contacts… SAP2019

SAP Enterprise

Support

2008



Customer contacts… SAP2019

SAP contacts… Customer

1970

Part-time support

delivered by

developers

1980/1990

Local/Regional

+ Development

Support

Global


2000

Real-time

support

2016

Artificial

Intelligence

2018

SAP Enterprise

Support

2008



SAP Cloud ALM

In the public cloud

Re-thought, newly designed, and built on modern cloud technology

Starts with trial and is for life

Ready for immediate consumption

Cost-efficient for customers

For the intelligent suite

For cloud-centric customers

Manages cloud and hybrid solutions

Supports every SAP solution

A brand-new, cloud-based Application Lifecycle Management offering.

This is the current state of planning and may be changed by SAP at any time.© 2019 SAP SE or an SAP affiliate company. All rights reserved

The bigger picture: SAP’s new ALM portfolio

Cloud

Standardized ALM

On-premise

Individual ALM

SAP Cloud ALM extends ALM

into the cloud and makes

ALM more standardized

SAP Solution

Manager

SAP Cloud ALM

SAP provides the right ALM solution for all customers!


Qualtrics embedded in Customer Success Services

SAP Enterprise Support

Customer experience with support

interactions

Remote service experience

Experience with support solutions and tools

…

SAP Preferred Success

Already in use for experience with success

checks, business process optimization

Continuous customer and user experience

with implementation and adoption

…

SAP MaxAttention + Overall engagement experience

Single service experience

…

Ongoing

Customer

Success

Services

employee

experience


Invitation to a dialogue

Contact information:

Andreas Heckmann

EVP & Head of Customer Success Services

SAP Digital Business Services

SAP SE

Twitter: @AndHeckmann

LinkedIn: linkedin.com/in/aheckmann

THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE ECONOMY · THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE...

Documents

Transcript of THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE ECONOMY · THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE...