Revolutionize Your Service Experiences with SAP Hybris Cloud for Service
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With SAP Hybris Cloud for Service, simplify complex engagements by delivering omnichannel, seamless service support to meet the customer at every point of their journey. To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service
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Revolutionize Your Service Experiences with SAP Hybris Cloud for Service
- 1. Revolutionize your Service Experiences with SAP Hybris Cloud for Service
- 2. THE WORLD HAS CHANGED
- 3. CUSTOMERS ARE CHANGING THE RULES. TECHNOLOGY IS CHANGING THE GAME. DIGITAL TRANSFORMATION IS EVERYWHERE
- 4. DIGITAL TAKEOVER EVERY MINUTE OF EVERYDAY of YouTube uploads 72 hrs Emails Sent 204,000,000 Google Searches 4,000,000 Facebook posts 2,460,000 Tweets 277,000 Apple App downloads 48,000 Instagram photos 216,000 WhatsApp Photos 347,222 In online sales on Amazon $83,000 Of Music on Pandora 61,141 hrs Reviews on Yelp 26,380 Of connected Skype users 23,300 hrs Pins on Pinterest 3,472 Shared Vine Videos 8,3333 416,667 Tinder Swipes
- 5. THE WORLD OF CUSTOMER SERVICE HAS CHANGED… TODAY’S CUSTOMERS … HAVE GREATER CHOICE HAVE HIGHER EXPECTATIONS ARE MORE EMPOWERED
- 6. NOW YOU NEED TO MAKE A CHANGE… TODAY’S COMPANIES SHOULD … BE EASY TO ENGAGE WITH BE BETTER INFORMED BE PRESENT IN MANY CHANNELS
- 7. 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 ENGAGEMENTS WITH SAP HYBRIS CLOUD FOR SERVICE Contact center and field service solution that create end-to-end service excellence
- 8. 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 SAP HYBRIS CLOUD FOR SERVICE
- 9. THE CHANNELS YOUR CUSTOMERS WANT Meet your customers in the channel of their choice Serve customers at their terms through their preferred communication channels. Meet customers in the environment they prefer to interact in and answer their inquiries seamlessly.
- 10. PERSONALIZED INTERACTIONS EVERY TIME Value customers through relevant and timely offers, rewards, discounts, and personalized treatment Empower employees at the point of interaction with access to customer profiles, order history, service history, feedback and preferences
- 11. 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.
- 12. BE MOBILE Equip service agents 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.
- 13. 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.
- 14. 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
- 15. DELIVER END-TO-END SERVICE EXCELLENCE THE WORLD HAS CHANGED. YOUR CUSTOMER HAS CHANGED. MAYBE IT’S TIME FOR YOU TO CHANGE WITH THEM.
- 16. THANK YOU! Feel free to connect with me at : Email: Twitter: Linkedin:
Hinweis der Redaktion
- We have entered into a digital vortex! Unmet needs in the market and in our societies can now be addressed through digital means. Now Consumers want more value for less income. The center of the Digital Vortex symbolizes a “new normal” characterized by rapid and constant change as industries become digital. The Industry that will experience the most digital disruption by 2020 is technology products and services
- Talk Track: In a digital world, Companies are at risk of just becoming part of the noise that surrounds customer’s daily lives.. Think about it, in the minute or so that it take you to read this slide - YouTube users will have uploaded 72 HOURS of new rich media content Google has already processed over 4M new search queries AND Instagram users will have shared some 216,000 pictures The digital economy is one where customers are digitally connected, socially networked, and better informed than ever before. They have become savvy consumers in their personal lives, and sophisticated buyers at work. They expect to be able to inform themselves, make a purchase, or get assistance on any channel they choose, with each new interaction personalized in the context of the last one. Their tolerance for fragmented experiences is lower than ever. They are very much in control of their own customer journey and expect to be engaged by the companies they do business with. It took about 75 years for the telephone to connect 50 million people. Today a simple iPhone app can reach that milestone in a matter of days. In the past 10 years the rate of adoption of new technologies has accelerated at a dizzying speed. Can we keep up with it all?
- [Talk track:] Fundamentally, a number of key things have changed the world of customer service. We all know this from our own personal and professional lives, because everyone of us interacts with customer service organizations day-in and day-out. First of all, we’re expecting great choice in how to interact with customer service. A study shows that more than half of all U.S. firms offer at least 6 interaction channels for customer service. Also, we’ve never been more willing to jump ship: Another study revealed that 89% of consumers have stopped doing business with a company after experiencing poor customer service. Lastly, customers have become much more educated and empowered: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail
- [Talk track:] Customers expect… to use a broad variety of communication channels to interact with a company That companies should know what they want before they ask for it the service agent to be always one step ahead, and the agent should know who I am so that he/she can anticipate my needs service to be agile – being able to start an interaction in one communication channel and complete it in another
- SAP Cloud for Service is deigned to “WOW” the customer, the customer service agent, and the field service technician. Delivering core customer service in the cloud, SAP Cloud for Service and SAP Cloud for Social Engagement offer intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledgebase as well as your ERP and CRM systems. It also covers: [SELECT RELEVANT ELEMENTS FROM THE SOLUTION DETAILS BELOW] Omni-Channel Service E-mail Phone (CTI) Web self-service portal Chat Branded Communities Social Media * Productivity E-mail response management Routing and escalation rules Knowledge base 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
- Talk Track: Meet your customers in the channel of their choice. Your customers expect to be served at their terms, and through their preferred communication channels. Whether they have a question on a promotion they see on their phone or on a “How To” video they viewed on YouTube,” meet your customers in their preferred communication channels and answer their inquiries seamlessly.
- Talk Track: Value customers through very relevant and timely offers, rewards, discounts, and highly personalized treatment. Empower employees at the point of interaction by giving them access to customer profiles, order history, service history, feedback and preferences to deliver personalized interactions every time.
- Talk Track: Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilization. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.
- Talk Track: Service managers and field service technicians need complete mobile access. Field service agents should be equipped 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.
- Talk Track: Your service teams must be closely connected to your entire enterprise. Today, potential customers are already seeking information from companies through service platforms before they make their first purchase decision. Operate as a single brand across channels, orchestrating customer experiences – both pre- and post-sale – across all touch points.
- [Talk track:] These are transformational times for customer service leaders. And presents a huge opportunities to be driving growth for their organizations. To reap the benefits of this market opportunity, customer service leaders should focus on these five ingredients: Insight – into the customer as well as into your companies combined knowledge Every itneraction should be tailored to the customer’s need Your customers expect to be served at their terms, and through their preferred communication channels Service managers and field service technicians need complete mobile access Lastly, customer service must be closely connected to the rest of your enterprise GO BEYOND CRM WITH SAP hybris and deliver a consistent end to end experience with living, breathing, intelligent systems.