Achieve Digital Transformationwith SAP HybrisCloud for Service
THE WORLD HAS CHANGED
CUSTOMERS ARE CHANGING THE RULES.
TECHNOLOGY IS
CHANGING THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE
THE WORLD OF CUSTOMER SERVICE HAS CHANGED…
TODAY’S CUSTOMERS…
HAVE GREATER CHOICE
HAVE HIGHER EXPECTATIONS
ARE MORE EMPOWERED
NOW YOU NEED TO MAKE A CHANGE…
TODAY’S COMPANIES SHOULD…
BE EASY TO ENGAGE WITH
BE BETTERINFORMED
BE PRESENTIN MANYCHANNELS
DELIVER END TO END SERVICE EXCELLENCE…
Field ServiceEngagement CenterSelf Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS
…AND LET YOUR SERVICE ORGANIZATION BE A REVENUE ENGINE FOR YOUR BUSINESS
EXPERIENCE MANAGEMENT
COMMERCE MARKETING SERVICE SALES
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 Time
Be Mobile Integrated with Your Enterprise
REVOLUTIONIZE SERVICE ENGAGEMENTSWITH SAP HYBRIS CLOUD FOR SERVICE
Contact center and field service solution that create 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 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.
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 CLOUD FOR SERVICE
Mobility• Manage service & work
requests on iPad /tablet – anytime, anywhere
Solution Finder• SAP Knowledge Central by
Mindtouch*• SAP Jam*• Integrate with existing knowledge
base• Context-sensitive recommendations• Easily share content with customers
• EMail• Phone (CTI)*• Chat*• SMS*• Web self-service portal*• Branded communities*• Social Media* (Twitter, FB, Youtube)
Omni-channel Service Collaboration• Contextual social collaboration with
integrated feed (native & SAP Jam*)
• Video/Chat via Genband*
Integration• Native integration with SAP
ERP and SAP CRM, hybris Commerce
• Open API/ODATA Console
Analytics• Real-time service
performance with pre-built dashboards
• Embedded reports response times, handle times, priority and escalation trends
Productivity• E-mail Response Management• Routing and escalation rules• Workflows, notifications, approvals• Service Request Management• Resource Scheduling• Time Recording• End-to-End Field Service execution• Deal Desk execution• Employee Help Desk
*Additional license required (includes SAP or Partner solution)
Personalization• Flags• Tags• Shelf
• Quick Creates• User-Defined Fields• Favorites
END-TO-END FIELD SERVICE MANAGEMENT
Omni-channel supportService ticket handlingKnowledge managementApproval workflowWarranty, Contract and SLA determination
OMNI-CHANNEL CUSTOMER
SERVICE
Planned labor and partsPlanned tasks and checklistsAdvance shipment of partsOptimize schedule and resource assignment
PLANNING & RESOURCE
SCHEDULING
Parts confirmation, ordering (*) and returnsVan Stock, Parts catalogTime Recording and Expenses Counter readingsWork InstructionsVisit reports and customer signature
FIELD SERVICE EXECUTION &
CONFIRMATION
BillingCost allocation and revenue recognitionParts logisticsReal-time reporting and KPI’s
FINANCE, LOGISTICS & ANALYTICS
Manage customer installations Service & Parts catalogManage service contracts and maintenance plans
QUOTE & SERVICE
CONTRACT
Routing, queuing and escalationSocial collaboration and real-time communicationsPredictive maintenance and service
TECHNICAL & REMOTE SUPPORT
OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING
Seamless Ticket and Case Management Support : 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
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 Track and analyze customer needs
and behavior
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
SOLUTION EXTENSIONS
SAP HYBRIS KNOWLEDGE CENTRAL BY MINDTOUCH
Deliver the most relevant information to customers and agents using:
Natural language search and processing tools Content ranking technology Powerful analytics Relevant product information from internal and
external experts
SAP HYBRIS REAL-TIME COMMUNICATOR BY GENBAND
Improve workflow communications processes by:
Enabling sales, service and business professionals to instantly chat, video conference and collaborate in real-time with their customers and coworkers.
REVOLUTIONIZE SERVICE ENGAGEMENTS ANDDELIVER END-TO-END SERVICE EXCELLENCE
CREATEa consistent, omni-channel experience across every touchpoint in the customer journey
first call resolution rates through seamless self- service, engagment center and field service interactions
INCREASE DELIVERexceptional customer service through unassisted and assisted service management
CONNECTcustomers and agents with the right information at the right time in the channel of their choice
IT’S TIME TO GO BEYOND TRADITIONAL CRM WITH SAP HYBRIS SERVICE SOLUTIONS
THE RIGHT INSIGHT AT THE RIGHT TIME
PERSONALIZED INTERACTIONS EVERY TIME
THE CHANNELS YOUR CUSTOMERS WANT
INTEGRATED TO YOUR ENTERPRISE
BE MOBILE
DELIVER END-TO-END SERVICE EXCELLENCE
THE WORLD HAS CHANGED. YOUR CUSTOMER HAS CHANGED.MAYBE IT’S TIME FOR YOU TO CHANGE WITH THEM.
THANK YOU!Feel free to connect with me at :
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