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SAP Summit Linz 2016
Sven Feurer, Director SAP Hybris Sales
Solution Management, SAP SE
SAP Front-Office am Beispiel
von SAP Cloud for Customer
SAP Summit Linz 2016
Sven Feurer, Director SAP Hybris Sales
Solution Management, SAP SE
SAP Front-Office am Beispiel
von Cloud for
Customer
SAP Hybris Strategy & Cloud for Customer
SAP Hybris Cloud for Sales / Service Overview
SAP Hybris Front-Office Integration Scenarios
1
2
3
AGENDA
SAP Hybris Strategy & Cloud for Customer
SAP Hybris Cloud for Sales / Service Overview
SAP Hybris Front-Office Integration Scenarios
1
2
3
AGENDA
ENABLING OUR CUSTOMERS TO DELIVER CONTEXTUAL,
CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS
OF CHANNEL OR DEVICE THROUGHOUT THE
CUSTOMER JOURNEY.
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE MARKETING SERVICE SALES
WEB IN-STORE/
BRANCH
CONTACT
CENTER
DIGITAL
GOODS
MARKET-
PLACES
IOT SOCIAL
MEDIA
SMS/NOTI-
FICATIONS
SEARCH
KW/ADS
DIGITAL
ADVERTISING
E-MAIL PRINTING AGENT TOOLSMOBILE
BILLING
DATA MANAGEMENTCUSTOMER | PRODUCT
SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS
WHAT ANALYSTS ARE SAYING
13 Gartner Magic Quadrants across
CRM / Customer Engagement
Source: “The CRM Megavendors Clash”
Gartner, May 2014
SAP Back Office
SHARED CORE SERVICES
SAP Hybris
Front Office
simplifies your
customer’s
processes
simplifies your
business’s
processesSAP
Connected
Vehicle
Smart
Vending
SAP
Connected
Logistics
Anti-
Collision
SAP
Future
Cities
SAP Predictive
Maintenance
and Service
FRONT-OFFICE WITH SAP HYBRIS CLOUD FOR CUSTOMER
SAP HANA
Cloud Integration
SAP NW Process
Orchestration
Data Hub
Hybris
CommerceCloud for
Sales
Cloud for
Service
Hybris
Marketing
SAP ERP
S/4 HANA
SAP CRM
CoreSAP BI …
SAP Hybris Strategy & Cloud for Customer
SAP Hybris Cloud for Sales / Service Overview
SAP Hybris Front-Office Integration Scenarios
1
2
3
AGENDA
“BEYOND CRM“: SAP HYBRIS CLOUD FOR CUSTOMER
SAP Hybris Cloud for Sales
End-to-End mobile solution for sales – from prospecting, account intelligence to order taking
Real-time actionable analytics
Productivity and personalization (E-Mail integration, quick access to information, Jam collaboration)
Industry functionality e.g. for CP and Manufacturing
Pre-packaged integration
SAP Digital CRM(C4C Starter Edition)
Simplified Cloud CRM for small teams (starts with one user), with enterprise-grade capabilities
Can be upgraded to a fully-fledged C4C on-demand
No integration to backend systems
Customer service across channels (e.g. email, web, phone, social, SMS)
1:1 customer interaction through social media channels (e.g. Facebook, Twitter, YouTube)
Shared services / employee shared service with SAP Employee Central
End-to-End mobile solution for field service & repair
Pre-packaged integration
SAP Hybris Cloud for ServiceSAP Hybris Cloud for Social Eng.
Visit Management & Execution Complete Activity and Task Management
Visit and Route Planning and Execution
Survey Design and Execution
SAP HYBRIS CLOUD FOR SALES
Opportunity Management & Insight Easy Lead, Opportunity, Activity Management
Tailored sales methodology, Guided Selling
Competitor insight, Partner Management
Account Management & Intelligence
Fast Account & Contact Updates, Relationships
360 Customer Intelligence
Productivity & Personalization
Flags
Tags
Collaboration & Social
Feeds, Followers and @mentions
Internal, Customers, Partners
Deal Sites, Social Selling
Integration Pre-built integration to e.g. SAP ERP, S/4HANA, CRM, SAP JAM
Standard end-to-end scenarios within the “Hybris Front-Office”,
e.g. Hybris Marketing, Hybris Commerce
Partners like InsideView, D&B 360, Xactly & more
Mashups with most other apps
Real-Time & Predictive Analytics
Dashboards, ad-hoc reports, forecasting
Front and back-office data
Mash-ups with SAP BW & Business Objects
Custom dashboards, KPIs, and reports
Groupware Integration
Full-Featured support for MS Outlook , Google
Gmail and Lotus Notes, Server side via Riva (e.g.
Office 365)
Real-time, scalable, powered by SAP HANA
Simplified enhancement tools for power users
Easily extended for tailored UX and business processes
Platform
Mobility
Complete mobile apps, no extra cost
Support for iPad, iPhone, Android, MS Windows,
Watch
Responsive UI with Off-line support
Business Card Scanner
Quote & Order Management Integrated pricing and transactional document
creation with SAP ERP or CRM
CPQ through partners
Map Views
Graphical Views
Quick Creates
Shelf
field extensions
workflow
SAP HYBRIS CLOUD FOR SERVICE
CLOSED LOOP
ENTERPRISE PROCESSES
End-to-end integrated
process automation
OPEN FRAMEWORK
Leverage existing solutions,
partners, or build your own
UNIFY THE CUSTOMER VIEW
Develop a holistic customer view
and enable complete context
SAP HANA CLOUD PLATFORM
OMNICHANNEL SUPPORT
SOCIAL SERVICE
CUSTOMER SERVICE FIELD SERVICE
SELF-SERVICESERVICE ORDER MANAGEMENT
MOBILERESOURCE
SCHEDULING
KNOWLEDGE
ANALYTICS
SOCIAL COLLABORATION SALES
CHATWEB MOBILE CONTACT
CENTERIOTSOCIAL SMS/
NOTIFICATIONEMAIL
SAP Hybris Strategy & Cloud for Customer
SAP Hybris Cloud for Sales / Service Overview
SAP Hybris Front-Office Integration Scenarios
1
2
3
AGENDA
Integration with Hybris Commerce
Integration with Hybris Marketing
… WITHIN HYBRIS FRONT
OFFICE SCENARIOS
Integration with SAP ERP and SAP S/4 HANA
Integration with SAP CRM (hybrid deployment)
Integration with SAP Business Warehouse (BI)
Integration with SAP Master Data Governance
Integration with SAP Business One
… TO BACK OFFICE
PROCESSES
CLOUD FOR CUSTOMER’S PRE-PACKAGED INTEGRATION …
Our focus today
SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS COMMERCE
FEATURES BUSINESS BENEFITS
Synchronize customer data from
hybris Commerce to C4C
Hybris catalog and storefront access
for sales agents in C4C
Integrated hybris customer ticketing
system using a storefront add-on
Integrated hybris ASM for providing
real-time sales & service support
Single Sign-On enabled, highly
scalable enterprise solution
Fully integrated solution for
commerce, sales and service
Go beyond traditional CRM
with e.g. true interactive selling
Provide exceptional customer
service across all channels
Lower implementation time
and costs through pre-built
integration
Improve the user experience
and process efficiency in
sales and service
SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS COMMERCE
SAP Hybris Cloud for Customer
SAP Hybris Commerce
Agent clicks on
the Hybris
Storefront button
in the live activity
pane
Live Activity
Service agent / sales rep continues process in
Hybris Commerce on behalf of the customer
Order
Ticket
General
Request
Customer
requests
support
System sends email
notification to customer
with a link to the
service ticket (access
via Hybris Commerce)
Shopping
Cart Requ.
Customer
requests
support
(in the context of
a shopping cart)
My Account
(Support Tickets)
Shopping
CartHybris ASM*
for B2C/B2B
Account
Sales rep clicks
Hybris Storefront
button in the
account view
Agent receives and
processes support
ticket in central
service queue
Account
Account
Corp. Accounts &
Ind. Customers
SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS MARKETING
FEATURES BUSINESS BENEFITS
Plan campaigns and sales initiatives
in Hybris Marketing and execute
them as leads in C4C
Sales representative does the
qualification of the lead and follow-up
in C4C
All changes in leads or opportunities
are synchronized back to Hybris
Marketing and stored as interactions
Closed loop between campaign
planning in Hybris Marketing and
execution as sales campaign in C4C
Sales professionals get pre-qualified
leads (based on target groups /
segmentation algorithms) from hybris
Marketing and further develop their
sales potential in C4C
Marketers always have full
transparency about their marketing
campaigns and their execution
progress in real-time.
SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS MARKETING
SAP Hybris Cloud for Customer
Lead
Interaction:
Lead
SAP Hybris Marketing
Opportunity
Execute as sales initiative (e.g. create leads,
appointments, phone activities and tasks)
Interaction:
Opportunity
Contact
Person
Contact
Individual
Customer
Consumer
Activity
Interaction:
Activity
Campaign
Factsheet
Corporate
Account
Corporate
Account
BEST PRACTICES FOR INTEGRATION
MIDDLEWARE &TECHNOLOGY
SAP HANA Cloud
Integration for process
and data integration*
SAP NetWeaver
Process Orchestration
Integration Framework
for SAP Business One
100+ pre-packaged
and extensible
integration flows
(iFlows)
Rapid Deployment
Solution for integration
Best Practice Packages
INTEGRATION CONTENT
OPEN APIs
Rich set of OData
and SOAP web
service APIs
MASH-UPS (UI & DATA)
Native support for
URL, HTML and
Data mash-ups.
* Connection to Hybris Data Hub for Commerce integration
WHAT OUR CUSTOMERS ARE SAYING
One complete solution
instead of spreadsheets
and paper notes
Improved planning of
sales activities and
visits
Better management
visibility into sales
activities
Regional collaboration
with all data in one
place
Improved data quality
thanks to increased
visibility
Selling the perfect
customer and store
experience
Deep customer insight
across the enterprise
and via social media
and other sources
Increase penetration
into net-new markets
Link online coffee
subscription channel to
Cloud for Sales and
Cloud for Service,
creating multi-channel
experience across entire
customer journey
Greater customer
satisfaction
Significant time savings
for
salespeople
More sales calls made
Concentrate on relevant
opportunities
Single View of the
customer
Future plan to adopt
further Hybris front-
office solutions
E2E Visibility into
lead-to-cash process
More productive sales
teams from day one
Better collaboration and
powerful analytics
Enabling more-relevant,
meaningful conversations
with clients
Lower total cost
of ownership
Fast and complete CRM
integration increases user
acceptance & adoption
CUSTOMERS BECOME TRUSTED PARTNERS
RE-DEFINE THE NEXT CHAPTER OF
SALES & SERVICE FRONT-OFFICE
SOLUTIONS WITH SAP HYBRIS
CLOUD FOR CUSTOMER
FURTHER INFORMATION:
http://go.sap.com/solution/crm-customer-engagement.html
https://help.sap.com/cloud4customer
https://service.sap.com/cloud4customer
https://cloudintegration.hana.ondemand.com
http://scn.sap.com/community/cloud-for-customer
https://open.sap.com/courses/c4c1
Besuchen Sie unser SAP Hybris Hands-On Experience Workshop - Mehr als ein Training!
Wir freuen uns, Ihnen Termine für den neuen SAP Hybris Hands-On Experience Workshop
für Kunden und Partner anbieten zu können.
Der innovative zweitägige Hands-on Workshop wird sich vor allem an Beispielen aus der Konsumgüterindustrie orientieren,
steht natürlich aber auch Kunden und Partnern aller anderen Branchen offen.
WDEHYB SAP Hybris Hands-On Experience Workshop
14.06-15.06. in Walldorf Deutsch
28.06-29.06. in Wien Deutsch
31.08.-01.09. in Zürich Deutsch
07.09.-08.09. in Walldorf Englisch
Agenda WDEHYB
http://bit.ly/WDEHYB-Agenda
Inhalt, Anmeldung und
Termine
http://bit.ly/WDEHYB
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