Digitalized Customer Service, Virtual Club 26th January 2017, Poland

Digitalized Customer ServiceVirtual Club 26. January 2017

#bilotsclub

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Agenda

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Welcome & Introductions

Digital Customer Service

SAP Hybris Cloud for Customer demo

SAP Roadmap & Hybris Engagement Center Demo

Project Considerations & Lessons Learnt

Q&A

Welcome & IntroductionsVirtual Club: Digitalized Customer Service

Bilot Sp. z o.o. (Poland), Radosław Stefaniak, Mariusz Papiernik


Digitalization – industrial strength.


PUBLIC REFERENCE

SAP Cloud for Customer CRM solution”The solution brings us transparency by allowing us to follow in real time what

is happening with our customers in different countries” Jaana Kinnunen,

Containerships Ltd Oy.

C4C Customer case

SAP Innovation Forum 2015

2013 Bilot was elected 2012

SAP innovation partner of the

year-award at SAP partner

summit in Copenhagen 2013

2015 Nordic and Baltics SAP

Quality Award for Containerships

(Global Cargo and Freight

Company) – SAP Hybris C4C

2016 Nordic and Baltics SAP

Quality Award for HKScan (Gold),

leading Nordic meat producer, –

SAP Hybris C4C

SAP Quality Awards

Digital Customer ServiceBilot Consulting, Joel Loikkanen



” We buy from companies due to great products,

and stop buying due to bad service”

“Customer Service Interactions Tend to

Drive Disloyalty, Not Loyalty”

“The key to mitigate disloyalty is reducing customer effort”94% of customers with low effort service could intend to repurchase, high-effort 4%

88% of customers with low effort service could increase spending, high-effort 4%

1% of customer with low effort service talk negatively about company, high effort 88%

Source: Matthew Dixon, Nick Toman, Rick Delisi (2013) The Effortless Experience

Digital Customer Service


Customer Service is an attitude

Think about the big picture

Customers create their own journeys

Future proof (rise of new channels)

What to measure (pain points, opportunities,

constant improvement, enabling quick decision

making)

Customer Service Funnel

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Enabling Solutions

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Self Service

www, FAQ, Chat,

SoMe, Portal,

Communities

Hybris Marketing

Contact CenterHybris Cloud for

Customer

Hybris

Commerce

Hybris

Engagement

Center

ERP Data Warehouse Knowledge Base

WEB CONTACT

CENTER

DIGITAL

GOODS

MOBILE SMS/NOTI-

FICATIONS

EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION, YAAS

DATA & PROCESS MANAGEMENT

MDM FOR CUSTOMER ENGAGEMENT AND COMMERCE (PRODUCT, PATIENT/PROVIDER, ORDER)

COMMERCE MARKETING SERVICE SALES

AGENT TOOLSIN STORE SOCIAL

MEDIA

MARKET-

PLACE

EMAIL

@

PRINTDIGITAL

ADVERTISING

SEARCH

KW/ADS

IOT

OUR SOLUTION

REVENUE

SAP HYBRIS SERVICE

Self service ENGAGEMENT CENTER Field serviceOmni-channel

communication

Service Mgmt

& Dispatch

Self Service SAP JAM

Communities

Engagement Center*(B2C Sales + lightweight Service Engagements)

Incident / Interaction

Execution

SAP Contact Center (Omni-channel communications)

Cloud for Service

LOW TOUCH SERVICE

HIGH VOLUME

HIGH TOUCH SERVICE

LOW VOLUME

INTEGRATION WITH TRANSACTIONAL SYSTEMS

*not yet released in Finland

DemoSAP Hybris Cloud for Customer

Bilot Consulting, Rickard Kallis


Demo Content

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Cloud for Customer overview

Service features

Omnichannel demo

SAP Hybris Cloud for Customer demo

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Project Considerations & Lessons LearntBilot Consulting, Petri Niemelä


Project Approach - Example

18

PHASE 1

Design

Development and validation (sprints)

Verify: UAT

Pilot and rollout

2b

3

4

5

Business workshops + Reference group meetings

1. 2. 3. 4. 5. 6. 7.

Key activities• Define Customer• Challenge operating model• Refine scoping & plan• Identify gaps and study bottlenecks• Involve core team• Set integration content

Integration development

Key activities• Scoping• Engage key (business) users• Train system maintenance • Manage bottlenecks• Proactive use workflow proposals from partner• Document use cases for testing and training

Analyze & Plan

Key activities• Multiple sessions

with limited scope and

participants

Change management

Key activities• Requirements definition• Data quality review

• Scoping & phasing• Pre-study / Proof-of-

concept• Risk evaluation• Business insight• Project planning

1

2a

Critical Project Success Factor


Plan &Manage

Bottlenecks

Scoping,Scoping,Scoping

EngageOrganization

BuildStrong Team

ChallengeVision

& Processes AlignOrganization,Processes &Solutions

Thank youContact: Mariusz Papiernik

mobile +48 690 540 522mailto: [email protected]


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Sports

Digitalized Customer Service, Virtual Club 26th January 2017, Poland