Achieve Digital Transformation with SAP Hybris Cloud for Service

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Text of Achieve Digital Transformation with SAP Hybris Cloud for Service

Whos Attending? Customer Engagement & Commerce Audience Marketing Offsite

Achieve Digital Transformationwith SAP HybrisCloud for Service

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THE WORLD HAS CHANGED

We have entered into a digital vortex! Unmet needs in the market and in our societies can now be addressed through digital means. Now Consumers want more value for less income. The center of the Digital Vortex symbolizes a new normal characterized by rapid and constant change as industries become digital. The Industry that will experience the most digital disruption by 2020 is technology products and services

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CUSTOMERS ARE CHANGING THE RULES.TECHNOLOGY IS CHANGING THE GAME.

DIGITAL TRANSFORMATION IS EVERYWHERE

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THE WORLD OF CUSTOMER SERVICE HAS CHANGEDTODAYS CUSTOMERS

HAVE GREATER CHOICEHAVE HIGHER EXPECTATIONS ARE MORE EMPOWERED

[Talk track:]

Fundamentally, a number of key things have changed the world of customer service. We all know this from our own personal and professional lives, because everyone of us interacts with customer service organizations day-in and day-out.

First of all, were expecting great choice in how to interact with customer service. A study shows that more than half of all U.S. firms offer at least 6 interaction channels for customer service.Also, weve never been more willing to jump ship: Another study revealed that 89% of consumers have stopped doing business with a company after experiencing poor customer service.

Lastly, customers have become much more educated and empowered: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail

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NOW YOU NEED TO MAKE A CHANGETODAYS COMPANIES SHOULD

BE EASY TO ENGAGE WITHBE BETTERINFORMEDBE PRESENTIN MANYCHANNELS

[Talk track:]

Customers expect

to use a broad variety of communication channels to interact with a companyThat companies should know what they want before they ask for itthe service agent to be always one step ahead, and the agent should know who I am so that he/she can anticipate my needsservice to be agile being able to start an interaction in one communication channel and complete it in another

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DELIVER END TO END SERVICE EXCELLENCE

Field ServiceEngagement CenterSelf Service

INTEGRATION WITH TRANSACTIONAL SYSTEMS

The Consumer Economy, whose customer interaction model was built on the control of information, has given way to the new Digital Economy. This economy is one where customers are digitally connected, socially networked, and better informed than ever before. They have become savvy consumers in their personal lives, and sophisticated buyers at work. They expect to be able to inform themselves, make a purchase, or get assistance on any channel they choose, with each new interaction personalized in the context of the last one. Their tolerance for fragmented experiences is lower than ever. They are very much in control of their own customer journey and expect to be engaged by the companies they do business with.

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

Experience ManagementCommerceMarketingServiceSales

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 TimeBe Mobile

Integrated with Your Enterprise

REVOLUTIONIZE SERVICE ENGAGEMENTSWITH SAP HYBRIS CLOUD FOR SERVICEContact center and field service solution that create end-to-end service excellence

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THE CHANNELS YOUR CUSTOMERS WANTMEET YOUR CUSTOMERS IN THE CHANNEL OF THEIR CHOICEServe 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

Talk Track: Meet your customers in the channel of their choice. Your customers expect to be served at their terms, and through their preferred communication channels. Whether they have a question on a promotion they see on their phone or on a How To video they viewed on YouTube, meet your customers in their preferred communication channels and answer their inquiries seamlessly.

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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.

Talk Track:Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilization. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue. 10

PERSONALIZED INTERACTIONS EVERY TIMEEMPOWER EMPLOYEES AT THE POINT OF INTERACTIONWith access to customer profiles, order history, service history, feedback and preferences, enable your agents to deliver know your customersUse past service engagements to offer relevant and timely offers, rewards, discounts, and personalized treatment

Talk Track:Value customers through very relevant and timely offers, rewards, discounts, and highly personalized treatment. Empower employees at the point of interaction by giving them access to customer profiles, order history, service history, feedback and preferences to deliver personalized interactions every time.11

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.

Talk Track:Service managers and field service technicians need complete mobile access. Field service agents should be equipped 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. 12

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.

Talk Track:Your service teams must be closely connected to your entire enterprise. Today, potential customers are already seeking information from companies through service platforms before they make their first purchase decision. Operate as a single brand across channels, orchestrating customer experiences both pre- and post-sale across all touch points.13

SAP CLOUD FOR SERVICEMobilityManage service & work requests on iPad /tablet anytime, anywhereSolution FinderSAP Knowledge Central by Mindtouch*SAP Jam*Integrate with existing knowledge baseContext-sensitive recommendationsEasily share content with customersEMailPhone (CTI)*Chat*SMS*Web self-service portal*Branded communities*Social Media* (Twitter, FB, Youtube)Omni-channel ServiceCollaborationContextual social collaboration with integrated feed (native & SAP Jam*)Video/Chat via Genband*

IntegrationNative integration with SAP ERP and SAP CRM, hybris CommerceOpen API/ODATA ConsoleAnalyticsReal-time serviceperformance with pre-built dashboardsEmbedded reports response times, handle times, priority and escalation trendsProductivityE-mail Response ManagementRouting and escalation rulesWorkflows, notifications, approvalsService Request ManagementResource SchedulingTime RecordingEnd-to-End Field Service executionDeal Desk executionEmployee Help Desk

*Additional license required (includes SAP or Partner solution)PersonalizationFlagsTagsShelfQuick CreatesUser-Defined FieldsFavorites

SAP Cloud for Service is deigned to WOW the customer, the customer service agent, and the field service technician.

Delivering core customer service in the cloud, SAP Cloud for Service and SAP Cloud for Social Engagement offer intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledgebase as well as your ERP and CRM systems. It also covers:

[SELECT RELEVANT ELEMENTS FROM THE SOLUTION DETAILS BELOW]

Omni-Channel ServiceE-mailPhone (CTI)Web self-service portalChatBranded CommunitiesSocial Media *

ProductivityE-mail response managementRouting and escalation rules

Knowledge baseIntegration with existing knowledge baseContext-sensitive recommendationsEasily share content with customers

CollaborationContextual social collaboration with integrated feed

AnalyticsReal-time service performance with pre-built dashboardsEmbedded reports response times, handle times, priority and escalation trends

MobilityManage service requests on iPad anytime, anywhere

IntegrationNative integration with SAP ERP and SAP CRMOpen API

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END-TO-END FIELD SERVICE MANAGEMENT

Omni-channel supportService ticket handlingKnowledge managementApproval workflowWarranty