SAP Cloud for Service Customer Service that will WOW Your Customer, Agent and Manager

1. SAP Cloud for Service
Customer Service that will WOW Your Customer, Agent and Manager
September 2013

2. Customers Have Greater Choice Than Ever.
Retain Them With Delightful Customer Service.
“5% increase in customer
retention can increase
profits by 25% to 125%.”
“68% of customers leave
because they think
that you do not care
about them.”
“Being on par in terms of price and quality only gets
you into the game. Service wins the game.” - TONY ALESSANDRA
© 2012 SAP AG. All rights reserved. 2

3. Why Focus On Customer Service, And Why Now?
86%of customer service
decision-makers say
that a good customer
experience is one of
their strategic priorities.
63%say they want their
customer experience
to be the best in their
industry.
excellent
good
≠
29%
6% 11%
36%
18%
Only
35%of brands provide a
positive customer
experience
Only
30%of companies have
dedicated budget for
customer experience
initiatives
Source: Forrester, 2011

4. © 2012 SAP AG. All rights reserved. 3

5. Today’s Customer Service Has To Master Multiple
Challenges
Service Agent
Customer
• Wants great choice in the way
support can be reached
• Expects customer service to
be always one step ahead
• Faces rising complexity to serve
customers
• Needs access to relevant information
to solve case quickly
• Needs to know complete
context and history
Service Manager
• Needs insight into service
center performance and
customer satisfaction
• Requires mobile access

6. © 2012 SAP AG. All rights reserved. 4

7. Cracking The Nut: Provide Exceptional Service Experience
To Delight Your Customers
Service Agent:
Be In Full Control!
Customer:
Get The Service
You Deserve!
Service Manager:
Be in the Know!
© 2012 SAP AG. All rights reserved. 5

8. SAP Service OnDemand
Designed to WOW the Customer, Agent and Manager
Intuitive Flow
• Multi-channel service ticketing
• E-Mail response management
• Routing and escalation rules
User Experience
• Extensibility & Integration
Solution Finder
• Integration with existing
knowledge base
• Context-sensitive
recommendations
• Easily share content with
customers
Collaboration
• Contextual social collaboration
with integrated feed
Analytics
• Real-time service performance with pre-
built dashboards
• Embedded reports response times,
handle times, priority and escalation
trends
Mobility
• Manage service requests on iPad –
anytime, anywhere
Integration
• Native integration with SAP
ERP and SAP CRM
• Open API

9. SAP Service OnDemand
Designed to WOW the Customer, Agent and Manager
© 2012 SAP AG. All rights reserved. 6

10. SAP Service OnDemand
Intuitive Service Ticketing Solution across Multiple Channels
Features and Benefits
 Multi-channel service ticketing offers
unified agent experience across e-
mail, web, chat, phone
 E-mail response management
captures complete conversation
history at one single place and
maximizes agent efficiency
 Routing and escalation rules ensure
that cases are always handled by the
right person
Maximize Agent Productivity
© 2012 SAP AG. All rights reserved. 7

11. SAP Service OnDemand
In-Context Social Collaboration Across Your Enterprise
Features and Benefits
 Use integrated Feed for instant, efficient
collaboration across your entire enterprise
 Crowdsource and share service best
practices, relevant information in
context of accounts and service requests
 Plan and prepare for customer
interactions more effectively
 Connect with the extended team including
sales staff who are on the road with
support for mobile devices
 Share relevant knowledge to
support resolution efforts
Leverage the entire organization to assist customers
© 2011 SAP AG. All rights reserved. 8

12. SAP Service OnDemand
Solution Finder with Knowledge Base Integration
Features and Benefits
 Leverage existing knowledge base
content to respond intelligently and
consistently in real-time
 Increase productivity with automatic
recommendations within embedded
UI placement
 Take advantage of the collective
team memory by surfacing similar
tickets
 Easily share content with customers
Make Your Contact Center Smarter
© 2011 SAP AG. All rights reserved. 9

13. SAP Service OnDemand
Insightful Service Analytics
Features and Benefits
 Track real-time service performance
with pre-built dashboards
 Readily use embedded reports to track
response times, handle times, priority
and escalation trends
 Dig deeper into data using Microsoft
Excel add-in
 Gain greater insight through integrated
access to analyses done with SAP
Business Warehouse
Real-time service performance information and analytics
© 2011 SAP AG. All rights reserved. 11

14. SAP Service OnDemand
Personalization and Productivity
Features and Benefits
 Drive rapid adoption via
consumer-grade user experience
 Access all information you need
quickly–available at a glance via
Feed, Search, People, Navigation
 Improve efficiency with quick-create
and short-cut capabilities
 Use the Shelf to quickly find
personalized tagged and flagged
items
 Tailor experience to fit your service agents’ needs
with easy to implement field extensibility and re-labeling
 Run in your local language (English, German, French,
Spanish, Portuguese and Italian supported)
Engaging Experience designed for Service Agents from the ground up
© 2011 SAP AG. All rights reserved. 12

15. SAP Service OnDemand
Native SAP ERP Integration
Features and Benefits
 Provides additional context about
customer such as Recent Orders
 Synchronization of master data
(customers, contacts, products)
ensures consistency
Get real-time back-office information from existing SAP investments
© 2011 SAP AG. All rights reserved. 13

16. SAP Service OnDemand
Task Management and Productivity
Features and Benefits
 Easily assign and track activities
required to get to resolution
 Increase productivity with
convenient access to Service
OnDemand customer
information and productivity
features within Outlook
 Automatically sync tasks bi-
directionally – no double data
entry
Coordinate activities to enable more efficient work
© 2011 SAP AG. All rights reserved. 14

17. SAP Service OnDemand
Support for Survey Integration
Features and Benefits
 Understand customer impact
with available APIs for
integrating third part survey
functionality with automation and
formatted templates emails
 Realize full flexibility for survey
triggers via Customer
OnDemand Studio
Understand ultimate impact on customer satisfaction
© 2011 SAP AG. All rights reserved. 15

18. SAP Service OnDemand
Support for Multiple Communication Channels
Features and Benefits
 Available partner chat to
facilitate real-time customer
interactions with automatic
transcription.
 Available portal API to empower
customers with self-serve
system access while reducing
cost to serve.
Provide maximum choice for customers
© 2011 SAP AG. All rights reserved. 16

19. SAP Customer OnDemand Support Portal
Offering Your Customers Even Greater Choice for Customer Service
Your customers’ end users can
take control by
 Creating new tickets
 Tracking support requests
 Accessing your company’s
knowledge base
from a branded website.
© 2011 SAP AG. All rights reserved. 17

20. SAP provides the flexibility to tailor Customer OnDemand
to meet your business needs
• Partner/Customer
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Packaged and delivered
to multiple customers
• Customer Specific
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Specific to customer
• Key User Extensibility
- Custom Fields and Facets
- Mashups
- New Reports/Views
• Integrations
- Open APIs
- SAP Customer OnDemand
Cloud Integration option

21. SAP provides the flexibility to tailor Customer OnDemand
to meet your business needs
© 2011 SAP AG. All rights reserved. 18

22. Only SAP delivers everything you need for 21st century
customer engagement
Easy
SAP Customer OnDemand Complete
Mobility
SAP Cloud for Sales SAP Cloud for Social Engagement
SAP Cloud for Service
SAP Social Media
Analytics by Netbase
Connected
Open Platform
Cloud Integration
SAP Business Suite
ERP CRM
Cost Effective

23. Only SAP delivers everything you need for 21st century
customer engagement
183,000 Customers Worldwide • #1 Enterprise Applications • Industry Expertise
© 2011 SAP AG. All rights reserved. 19