revolutionize your service experiences with sap hybris cloud for service

Revolutionize your Service Experienceswith SAP HybrisCloud for Service

THE WORLD HAS CHANGED

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS CHANGING

THE GAME.

DIGITAL TRANSFORMATION IS EVERYWHERE

DIGITAL TAKEOVEREVERY MINUTE OF EVERYDAY

of YouTube uploads72 hrs

Emails Sent204,000,000

Google Searches4,000,000

Facebook posts2,460,000

Tweets277,000

Apple App downloads48,000

Instagram photos216,000

WhatsApp Photos347,222

In online sales on Amazon

$83,000

Of Music on Pandora61,141 hrs

Reviews on Yelp26,380

Of connected Skype users

23,300 hrs

Pins on Pinterest3,472

Shared Vine Videos8,3333

416,667Tinder Swipes

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 PRESENT IN MANY CHANNELS

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

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

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.

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

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.

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.

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.

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.

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