Seamless customer experience Singular and centralized information Driven revenue and customer conversions

1. Deliver the Perfect
Omnichannel Commerce
Experience
Charles Barton
Product Manager
SAP Hybris Commerce

2. of consumers say they use
their devices as second-
screens while watching TV at
the same time.
87%
of shoppers use mobile
devices when shopping in
store.
75%
THE CUSTOMER
IS CONNECTED
ALL THE TIME
THE CUSTOMER
IS MOBILE
DIGITAL FOOTPRINTS
EVERYWHERE
Source: InReality Report, Q2 2015.Source: Accenture report, Q2 2015.
search queries are performed
every second on Google
40,000
Source: Forbes, Sep 2015.

3. Landslide
CE Giant wasn’t prepared for
landslide of customers that
abandoned retail channels overnight
Source: Partner Your Way to Success in Experience
Management, Digital Clarity Group (2015)
71%
63%
59%
56%
Social
Mobile
Search
Online Display/
Commerce
Source: Important Digial Transformation Channels,
eMarketer (2014)
22%
CEO’s believe that business
model change is the cause of
‘The Next Big Thing’
Source: PWC 17th Annual Global CEO Survey
SOCIAL AND
MOBILE ARE
FORCING DIGITAL
TRANSFORMATIONS
BUSINESS
MODELS ARE
BEING DISRUPTED
CHANNEL SHIFTING
HAS IMPACTED
STATUS QUO

4. THE MAJORITY OF
BUSINESSES CAN’T
SUPPORT AN OMNI-
CHANNEL CUSTOMER
JOURNEY.
JUST 12% CAN PROVIDE
A SEAMLESS HAND-OFF
BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014

5. LEGACY APPLICATIONS,
INTEGRATION CHALLENGES,
AND DATA SILOS MAKE
THIS IMPOSSIBLE TODAY.
5
CRM. WEB CMS. MOBILE. MARKETING.
OMS. STORES. CONTACT CENTERS. ETC.

6. OMNICHANNEL IS BUSINESS.

7. WE ATTACK THE CORE
OF THIS
PROBLEM

8. TRANSFORM WITH COMMERCE
BECOME AN OMNI-CHANNEL
BUSINESS
DELIVER CONTEXTUAL
CUSTOMER EXPERIENCE
RESPOND TO THE MARKET
FASTER

9. SAP Hybris Commerce - DESIGNED FOR MODERN BUSINESS
MOVE AT SPEED OF BUSINESS
Product Content Management.
Customer Experience. Merchandising.
ONE CUSTOMER EXPERIENCE
Commerce. Order Management. Together.
CONFIGURED FOR SUCCESS
Our Customers. Our Partners.
Accelerators. Hybris Extend. The Data Hub.
Built to complement not
replace existing investments
Modern. Extensible. Standards-based.
POSMobileWeb Call Center Social Print TV
ERP WMS PLM CRM Data Pools

10. SAP HYBRIS COMMERCE – SOLUTION OVERVIEW
SEARCH & MERCHANDISING
 Solr Based Search & Navigation
 Faceted Browsing, Keyword & Product
Suggestions
 Boost & Bury and Visual Search Editing
 Merchandising Mix Based on Customers,
Business (Margin, Inventory) and Product
Context
 Java Based
 Agile, Flexible, Extensible
 Various Deployment Options (On-Premise, Cloud Edition,
Edge Edition, Edge Cloud Edition)
 YaaS Microservices Architecture
PLATFORM
ORDER MANAGEMENT
 Real-Time Inventory Management Across
Entire Organization
 Sourcing and Allocation
 Order Versioning, Order Routing, Order
Replenishment
 Pick, Pack and Dispatch
 Omni-Channel Fulfillment incl. Buy Online
Pick Up In Store & Buy Online Return In Store
CUSTOMER SERVICE
 Ticketing System
 Assisted Service Mode
 Customer Support Cockpit
CUSTOMER EXPERIENCE / WEB CONTENT
MANAGEMENT
 Page Templates for All Channels
 SmartEdit UI
 Preview Mode incl. Device Context Preview
 Drag & Drop Editing of Components and Slots
PRODUCT CONTENT MANAGEMENT
 Content and Catalog Management
 Workflow & Collaboration Tools
 Product Classification & Categorization
 Intuitive, Multilingual Product Cockpit
INTEGRATION
 Data Hub for Data Aggregation and Validation
 Open Omni Commerce Connect (OCC) API
 SAP Hybris Extend Marketplace
MOBILITY
 Responsive Design Templates
 iOS and Android Mobile App SDK
 Mobile Optimized Websites
MARKETING & ADVANCED COMMERCE
 Advanced Pricing engine
 Promotions & Coupons
 Bundles & Subscription based products

11. SAP HYBRIS COMMERCE FUNCTIONAL MODULES
SAP HYBRIS COMMERCE NOT AVAILABLE
OPTIONAL
FUNCTIONALITY
PLATFORM
USER & ACCESS
MANAGEMENT
INTERNATIONALI-
ZATION
ADVANCED
SECURITY
WORKFLOW &
COLLABORATION
WEB SERVICES API IMPORT & EXPORT REPORTING
WEB
(unlimited Web Pres.&
Languages)
MOBILE
CHANNEL
POS INTEGRATIONCHANNELS
MODULES
& ACCELE-
RATORS
PERSONALIZATION
ORDER MGT
MODULE
VOUCHER
PROMOTIONS
CROSS SELLING
SOCIAL COMMERCE
PAYMENT COMMERCE SEARCH
SEARCH &
NAVIGATION
PCM for ONLINE
CLASSIFICATION
ASSISTED SERVICE
MODULE
MOBILE MODULE
CUSTOMER
SUPPORT MODULE
INSTORE MODULE
B2B PUNCHOUT
yFORMS
(requires Orbeon license)
B2C COMMERCE
ACCELERATOR*
B2B COMMERCE
ACCELERATOR*
FINANCIAL SERVICE
ACCELERATOR
ENTITLEMENTS &
METERING
ORDER MGT
SERVICES
TELCO
ACCELERATOR
PCM
ENTERPRISE
CLUSTER
ADVANCED
PERSONALIZATION
SUBSCRIPTIONS
MODULE
SUBSCRIPTION
BILLING GATEWAY
BUNDLING MODULE
DATA HUB
COMMERCE
INFRASTRUCTURE
SERVICES
CUSTOMER SERVICE
CHANNEL
COMPLEMENTARY
SOLUTIONS
* Require license of SAP Hybris Customer Experience
CUSTOMER
EXPERIENCE
TRAVEL
ACCELERATOR

12. SAP HYBRIS COMMERCE POWERS BUSINESS RESULTS

13. DEPLOYMENT OPTIONS
ON PREMHYBRIDPRIVATE
CLOUD

14. CONTINUOUSLY INVEST TO MEET DEMANDS OF BUSINESS
12.04.2014 03.11.2015
5.4 5.5
102 days
5.6
08.04.15
63 days
5.7 6.0
Accelerator
(B2B, B2C)
Assisted Service Module
Bundling
Mobile SDK
Order Management
Data Hub
Integration: SAP ERP
Integration: SAP CPQ
Integration: SAP CAR
Platform
RESTFUL SVC (OCC)
10.08.15
Accelerator
(B2B, B2C, China)
WCMS
Search & Navigation
Mobile SDK
Order Management
Data Hub
Integration: yForms
Integration: SAP Hybris
Marketing
Integration: SAP ERP
Platform
RESTFUL SVC (OCC)
04.17.15
5.5.1*
*5.5.1 featured Financial Services Accelerator and JAVA 8 support (27 days)
04.13.16
Accelerator
(B2C, B2B, China, Telco, FS)
Search & Nav
Order Management
Mobile SDK
Backoffice
Data Hub
Integration:
SAP Hybris Marketing
Integration: Cloud for
Sales, Cloud for Service
Integration: SAP ERP
Platform
SAP Hybris Customer
Experience
SAP Hybris
Merchandising
Promotion &
Rule Engine
Customer Support
YaaS Connect
Backoffice
Accelerator
Order Management
Platform
46 days 188 days
Accelerator
(B2B, B2C, China)
SAP Hybris Customer
Experience
Promotion &
Rule Engine
Order Management
SAP Hybris
Merchandising
Customer Support/ASM
Backoffice
CPQ
Data Hub
Platform
Customer Support
Order Management
SAP Hybris Customer
Experience
China Accelerator
Promotions
Data Hub
Backoffice Framework
Configurable Products
6.1 6.2
10.19.1607.27.16
105 days 84 days

15. EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE MARKETING SERVICE SALES
WEB IN-STORE/
BRANCH
CONTACT
CENTER
DIGITAL
GOODS
MARKET-
PLACES
IoT SOCIAL
MEDIA
TEXT/NOTI-
FICATIONS
SEARCH
KW/ADS
DIGITAL
ADVERTISING
E-MAIL PRINTING AGENT TOOLSMOBILE
BILLING
DATA MANAGEMENT
CUSTOMER | PRODUCT
The Simplified Front Office with SAP Hybris

16. Whats new!

17. Customer Experience | Smart Edit
MARKETING AND
PUBLISHING TOOL
• Fully integrated with PCM and
Commerce
• Edit content in the context of the
customer
• Manage content & personalization in
the same view
MOBILE FIRST
APPROACH
• Responsive page templates
• Device context preview
• Mobile optimized websites
ADVANCED
SMARTEDIT MODE
• Drag-and-drop usability
• On-the-fly changes to product
content
• Component synchronization
• Advanced preview capabilities

18. SmartEdit
INTUITIVE WCMS
 Edit in context
 Visual tooling
 Drag & drop components
 Preview inflection points

19. Customer Experience | Personalization
MAKE IT EASY TO BUILD
EXPERIENCES
RELEVANT
TO YOUR CUSTOMERS.
Make a customer’s experience
more relevant to them and
their current context
Provide tooling within SmartEdit to
manage consistently for content,
merchandising & commerce
functionality
Drive engagement & conversion
with tailored experiences for your
customers

20. Personalization | Key Capabilities
Create and
deliver targeted
experiences that
are relevant to
your customers
See your changes
as you work to build
an experience
Learn more about
your customer using
SAP Hybris Profile
to drive segments
Adapt as profile
learns more during
customer
interactions
Schedule
experiences such
as summer sales,
valentine’s day
promotions

21. SET UP AND MANAGE PERSONALISED CONTENT

22. PROMOTION ENGINE & COUPONS
Easy to use, intuitive
business tools
and templates
for faster creation and
publishing of
promotions
EASY TO USE
Built on industry
standard rule engine
with unlimited
flexibility and
optimized
performance
POWERFUL TARGETED
Extend OOTB
functionality with your
own promotion
conditions and actions
EXTENDABLE
Highly targeted
promotions and
coupon based
campaigns

23. RULE BASED PROMOTIONS
CART
Give Product X for free
Has Total >= $X
Contains product(s) in category C
Contains product(s) with quantity N
Add discount on cart total
Change shipping method
Add discount on line item
CONDITIONS
ACTIONSCUSTOMER
PRODUCT SITE
CUSTOM
DELIVERY
CATEGORY

24. COUPON MANAGEMENT
Free gift
Coupon Code
Qualifying products
Cart total
Order level discount
Free Coupon
Product level discount
CONDITIONS
ACTIONS
Single Code Coupon Multi Code Coupon
SUMMER69 PROMO-XB9C-8ZKL
Coupon
Redemptions per customer
Maximum redemptions
Code generation
Prefix: PROMO Separator: -
PartCount: 2 PartLength: 4
Promotion rule
The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the
products and features described.

25. INTUITIVELY CREATE PROMOTION CONDITIONS & ACTIONS

26. ADD PROMOTIONS TO YOUR STOREFRONT

27. ORDER MANAGEMENT FOR SAP HYBRIS COMMERCE
Buy & Fulfill from
Anywhere
Endless Aisle
Custom ATS
Pick, Pack & Ship
Pickup & Return In Store
Single View of Orders, Self-
Service
Online & In Store Returns
DISTRIBUTED
ORDER MANAGEMENT
ORDER
ORCHESTRATION
ORDER LIFECYCLE MANAGEMENT
Omni-Channel for Multiple
Back-Ends
Simplify Complex Sourcing
& Order Splitting
Workflows

28. INVENTORY & AVAILABILITY | ATP View
OM provides a light weight way to
manage stock and availability from
head office or within your stores
without needing to directly interact
with complex back-end systems.
By orchestrating the available to
sell calculations, OM shows users
a single, real-time, view of
availability.
Viewing different ATP formulas and
results from different sources,
understand and manage what you
really have available, locally and
globally.
ATP VIEW ALLOWS USERS TO
VIEW THE DIFFERENT ATP
FORMULAS AND VALUES
CONFIGURED FOR BASE STORE,
PRODUCT AND LOCATIONS

29. SELF SERVICE | Cancellations
EMPOWER CUSTOMERS TO SELF-
SERVICE THEIR ORDERS WITHIN THE
MY ACCOUNT AREA OF THE
ACCELERATOR STOREFRONT
Orders and order items can be
tracked, viewed and cancelled
giving the customer greater
flexibility within and along their
commerce journey experience
Free up Customer Support
Agents to reduce costs and enable
them to give better customer
service support elsewhere,
providing customer sales support to
increase revenue
Customers can save time and
effort, reducing frustration,
increasing satisfaction and
promoting loyalty

30. FULFILLMENT in MULTIPLE Back Ends with S/4 HANA
SAP Hybris Commerce cross-
industry offering for
 Distributed Order Management
 Order Lifecycle Management
 Order Orchestration
Fully integrated with SAP ERP
and SAP S/4HANA back ends
Supports fulfillment based on
multiple back ends
Offers the framework & patterns
to integrate non-SAP back ends
Offers the framework and the
patterns to consume external
services, e.g. for
 Source of inventory/availability
information
 Making sourcing decisions
FULFILL WITH A SUPERIOR
EXPERIENCE USING ORDER
MANAGEMENT FOR SAP
HYBRIS COMMERCE AND
SAP BACK ENDS.

31. BACKOFFICE CUSTOMER SUPPORT COCKPIT
UI optimized
for Customer
Support agents
Full access to
Order Management
functionality
ASM based
storefront
integration
FEATURE RICH
Based on modern
Backoffice Framework
Optimized for Desktop &
Tablet
SSO between Backoffice
and Storefront
MODERN
ARCHITECTURE
BACKOFFICE
CS COCKPIT

32. CUSTOMER SUPPORT COCKPIT

33. SAP HYBRIS COMMERCE, ASSISTED SERVICE MODULE
PICK UP CUSTOMERS‘
STOREFRONT SESSIONS
AND PROVIDE REAL-TIME
CUSTOMER SALES SUPPORT

34. ASM CUSTOMER 360 Degree View
Enhanced personalization for CS
Agents to serve the customer,
saving time in searching for the
information from myriad sources
An open framework that will allow
simple integration with external
customer profile sources, making
that data available anywhere
Integration with WCMS allows
components to be updated in
runtime, avoiding costly project
work and downtime
THE CUSTOMER 360 DEGREE
VIEW FRAMEWORK DISPLAYS
ADDITIONAL CUSTOMER
INFORMATION TO ENABLE A MORE
PERSONALIZED CUSTOMER SALES
AND SERVICE SUPPORT JOURNEY

35. ASM CUSTOMER 360 Degree View | Look & Feel

36. © 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP Hybris Commerce | Roadmap Highlights
NEXT RELEASE
Q1 2017
LATEST RELEASE
Q4 2016
FUTURE OUTLOOK
Q2 2017 & BEYOND
CX
OM
SAP INT
PLATFORM
MDM
COMMERCE
 Commerce Quotes (Phase 1)
 CMS SmartEdit Enhancements
 Personalization Across Commerce
 Inventory & Availability – External Sources
 Order Mods & Self-Service – Return Request
 Data Hub Elastic Scale & Failover
 Backoffice Product Cockpit
 Profile Aging and Data Decay
 End-to-End Commerce with S/4HANA
 Cloud Deployment: Containerization
 Sales Organization (Phase 2)
 Enhanced Bundles, Bundle Management
 Commerce Quotes (Phase 2)
 Versioning & Workflow
 Searchandising
 Business Configuration
 Cloud Convergence
 Data Hub Developer Tooling
 Backoffice Workflow Center, PCM Assortment
 Profile Analytics
 After-Sales Self-Service with S/4HANA
 Omni Commerce Quotation Management
 Cloud Deployment: Cluster Management
 Service Layer Direct Rollout
 Potential Promotions
 Coupon Giveaway Promotion
 CMS SmartEdit Enhancements
 Content Personalization, Profile Integration
 Inventory & Availability – ATP View
 Order Mods & Self-Service – Cancellations
 Data Hub Operational Awareness
 Backoffice Sass Support & Grid View
 Profile for Commerce Improvements
 End-to-End Commerce with S/4HANA
 Promotion Discounts in AOM
 Distributed Processing
 Service Layer Direct Rollout
The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted
time-to-market of the products and features described.

37. THANK YOU!