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Deliver End-to-End Service Excellence with SAP HybrisJohn Heald
Global Vice President
SAP Hybris Service
It is not the strongest of the species that survive, nor the most intelligent,
but the one most responsive to change.
-Charles Darwin
CUSTOMERS ARE CHANGING THE RULES.
TECHNOLOGY IS CHANGING
THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE
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 BETTER
INFORMED
BE PRESENT
IN MANY
CHANNELS
2 OUT OF 3 COMPANIES BELIEVE THAT THEIR CRM SYSTEM DOES NOT SUPPORT THEIR FUTURE VISION FOR CUSTOMER ENGAGEMENT
Source : SAP Research
…DELIVER END TO END SERVICE EXCELLENCE…
Field ServiceEngagement Center
Self Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS
SELF-SERVICE SUPPORT SITE
With the Self Service Features on
SAP Hybris as a Service:
Create new service tickets on the web
Track support requests
Register Products
Connect with Communities
Collaborate with service agents
Download instruction manuals, warranties
and product relevant details
Drive engagement with support
communities through SAP Jam
Communities:
Foster collaborative issue resolution through Q&A
and discussion boards – both self-service,
customer-generated and agent-contributed
Increase customer engagement and satisfaction
and lower the total cost of support by inspiring low
touch service engagements
Lift conversion rates by offering relevant content
throughout the buying journey
Leverage standard integration to SAP Hybris
Service Engagement Center and SAP Hybris
Commerce
COMMUNITIES
NEXT GENERATION AGENT DESKTOP
With the SAP Hybris Service
Engagement Center deliver the next
generation agent desktop:
Serve customers on their terms through their
preferred communication channels and simplify
the customer journey with expert guidance.
Efficiently monitor, control and manage contact
center operations in real-time
Connect your office and mobile experts to serve
your customers
Integrate communications with
business processes
SAP HYBRIS KNOWLEDGE CENTRAL BY MINDTOUCH
Deliver the most relevant information
to customers and agents using:
Natural language search and processing tools
Content ranking technology
Powerful analytics
Relevant product information from internal and
external experts
OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING
Seamless Ticket and Case Management
Support from the Service Engagement
Center to Cloud for Service:
Visualize main and sub-tickets in hierarchical list,
group tickets from queue and perform bulk actions on
sub-tickets
Enable customer service communication across
multiple contact channels (phone, email, chat)
Efficiently monitor, control and manage contact center
operations in real-time
Connect your office and mobile experts to serve your
customers
Integrate communications with
business processes
Define multi-level role-based approval rules
FULL-FEATURE MOBILE EXPERIENCE
Responsive Offline Mobile with
Cloud for Service:
Manage work tickets on any iOS, Android or
Windows Tablet – anytime, anywhere
Increase productivity through access to real-time
business information
Collaborate with service team on important topics
Track Service Performance
through real-time analytics
Mobile applications included in subscription at no
extra costs
MANAGE CUSTOMER INSTALLATIONS
With Field Service Management
capabilities in Cloud for Service:
Track multiple equipment records for an installation
point (location)
Track multiple components (parts) for an equipment
record
Capture notes, serial numbers, and other installation
data associated with an equipment installed at a
customer location
Track service history
Replication of functional locations and equipments
from SAP ECC
Assign one or multiple measurement logs to
registered product, and take measurement readings
throughout lifecycle
MANAGE SERVICE CONTRACTS AND MAINTENANCE PLANS
Maintain Service Level Agreement
Define covered products and installed bases,
entitled products and services, price agreements,
renewal and cancellation terms and conditions
Configure workflows and notifications
Schedule Preventative Service using Maintenance
Plans
Define maintenance plans and covered installed
bases
Automatic creation of work tickets based on
recurring time-based or counter-based schedule
Link maintenance plan to service contract
EFFICIENT SERVICE PLANNING IN WORK TICKET
Comprehensive Service Level Objectives
Calculate first response, next response, resolution,
on-site arrival, fixed and completion due date with
SLO determination
Complete technical and business view on service
activity, including surveys, categorization, notes
and attachments
Prepare work ticket execution, including planning
of service parts and labor, and assign preferred
service engineer
THE RIGHT PEOPLE, FOR THE RIGHT JOB, AT THE RIGHT TIME
Allocate Technicians with built-in Resource
Scheduler
Provides embedded resource scheduling of work
tickets, with real-time visibility on technician’s
calendar via desktop or mobile
Time Entry & Time Reports
Easy recording of productive and non-productive
time for technicians
Multi-level approval workflow and reports for
service leaders
LEARNING FROM THE EXPERTS
C4S – Desktop UI
C4S – Mobile –
Extended App
Genband Mobile App
Empowering agent to agent
collaboration
Ensuring knowledge distribution
Driving team engagement
A picture worth 1000 words
PARTS CONFIRMATION, ORDERING AND RETURNS
Provide service technicians with interactive 3D
visualization of equipment assembly
Identify parts accurately for service order
Improve first time fix rate with 3D animation of
repair and maintenance procedures
Leveraging Standard ECC Integration
Planning and trigger of advance shipments, and
consumption of spare parts from technician stock
Consume parts from product list, determined from
reference product or maintenance plan
FINANCE, CONTROLLING, & LOGISTICS INTEGRATION
Creation of Internal Order for revenues and
costs collection
Billing request for billable services and parts,
based on Time & Material or Fixed Price
Time posting in CATS on Internal Order
Service parts consumption from Technician
Consignment Stock
Advanced Shipment of service parts to customer
consignment stock
Service parts returns handling
SAP Hybris Service– Video/Text ChatBusiness View and Benefits
TRUE OMNICHANNEL CONTACT CENTER EMPOWERING AGENTS TO HOLISTICALLY INTERACT WITH CUSTOMERS.
Utilizing the latest
technology to scale
up to your needs for
handling “high-volume”
interaction centers.
Provide simplicity and
best user experience to
contact center agents
to drive efficiency.
Embedding contact center
as the core module in your
E2E service processes.
Interact with customers
through any channel,
allowing customers
to choose the “channel
of choice”.
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Knowledge Management | Key Capabilities
Easy to set up
and maintain
solution articles
Complete key word
search throughout
knowledge base
Authorization
access specified
on user roles and
rights (e.g.
internal users vs.
external users)
Can be accessed
from most
solutions along
the entire service
process
SAP’s out-of-the-
box knowledge
base solution
To run knowledge
base as an integral
part of SAP Jam:
no extra admin or
solution skills
needed for SAP
Jam customers
Legal Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the
permission of SAP. This presentation is not subject to your license agreement or any other service or subscription
agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any
related presentation, or to develop or release any functionality mentioned therein. This document, or any related
presentation and SAP's strategy and possible future developments, products and/or platforms directions and
functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The
information on this document is not a commitment, promise or legal obligation to deliver any material, code or
functionality. This document is provided without a warranty of any kind, either express or implied, including but not
limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This
document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility
for errors or omissions in this document, and shall have no liability for damages of any kind including without
limitation direct, special, indirect, or consequential damages that may result from the use of this document. This
limitation shall not apply in cases of intent or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
Now, let’s take a look at the future.
SAP Hybris C4C Service | Business View and Benefits
EVER CHANGING CUSTOMER EXPECTATIONS DRIVE EVER HIGHER DEMANDS ON SERVICE TEAMS.
Deliver visibility of current
stock situation, within the
engineers van, as well as
centrally, ensuring right
support for the right job.
Allowing simplicity and
conformity of asset
engagement with bar
code scanning for asset
confirmation.
Enabling field teams to provide
offline orders, including
pricing, and ability to take
payments.
Ensure service teams have
access to all data and
improve customer user
experience.
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
SAP Hybris C4C Service | Key Capabilities
Communication
channel
improvements.
Embedded
communication
controls in the UI.
Work planning and
execution
improvements.
Updated and
redesigned resource
scheduling
capabilities.
Continual
improvements to
field service
functionality,
including offline
van stock and
equipment
hierarchies
Focus on deeper
integration to
financial controlling
with support for
quantity-based
contract
management
Agent experience
improvements –
integration to SAP
Hybris Service
Engagement
Center
Enhanced service
analytics for tickets
and related
datasources
Customer35
Contract Management
- Quantity per period contracts
Installed Base & Maintenance Plans
- Registered Product Classification
- QR/Barcode scanning
Work Ticket & Mobile
- Multiple registered products
- Sales Organization determination
- Assignments in Ticket
- Offline service location determination
- Offline service category validations
- Offline pricing (POC)
- Offline Summary & Signature (POC)
Scheduling
- UX redesign
- Appointment Offering
Finance & Parts
- Merge & Split Time Entries
- Accumulation of Time duration for service items
Contract Management
- Offline contract determination
- Covered objects on contract item
Installed Base & Maintenance Plans
- GPS location
- Tools Management
- Enhancements to maintenance plan
Work Ticket & Mobile
- Skills Management
- Barcode/QR scanning
- Offline pricing
- Offline Summary & Signature
Scheduling
- Skill-based scheduling
- Mass assignments
- Grouping of Assignments
Finance & Parts
- Time Report integration to CATS
- Improvements in Work Ticket integration error handling
- ATP check
Contract Management
- Value & Sales Contracts
- Price Agreements
- Contract renewal & cancellation
- Contract Output & Electronic Signature integration
Installed Base & Maintenance Plans
- Service and parts catalog & Visual Enterprise integration
- Installed Base Version & Document management
- IOT integration for Condition-based Maintenance
Work Ticket & Mobile
- Project Management for Field Service
- Complaint/In-house Repair & ERP integration
- Guided Activity Flows for Field Service
- GPS for Field staff tracking & Mobile payments integration
- Augmented Reality & Gamification
Scheduling
- Rule-based Skills & Prediction of planned duration
- Tools Management & Planning
- Service capacity forecasting
Finance & Parts
- Credit Check
- Stock Management & Parts recommendation
Recent innovations Future directionPlanned innovations
Field Service innovation highlights in SAP Hybris Cloud for Service
Subject to Change
END-TO-END FIELD SERVICE MANAGEMENT
Omni-channel support
Service ticket handling
Knowledge management
Approval workflow
Warranty, Contract and SLA determination
OMNI-CHANNEL CUSTOMER
SERVICE
Planned labor and parts
Planned tasks and checklists
Advance shipment of parts
Optimize schedule and resource assignment
PLANNING & RESOURCE
SCHEDULING
Parts confirmation, ordering (*) and returns
Van Stock, Parts catalog
Time Recording and Expenses
Counter readings
Work Instructions
Visit reports and customer signature
FIELD SERVICE EXECUTION &
CONFIRMATION
Billing
Cost allocation and revenue recognition
Parts logistics
Real-time reporting and KPI’s
FINANCE, LOGISTICS & ANALYTICS
Manage customer installations
Service & Parts catalog
Manage service contracts and maintenance plans
QUOTE & SERVICE
CONTRACT
Routing, queuing and escalation
Social collaboration and real-time communications
Predictive maintenance and service
TECHNICAL & REMOTE
SUPPORT
Polishing Up Customer Service
Using SAP Hybris Cloud for
Service
SAP technology helps us achieve our customer
service goals. SAP Hybris Cloud for Service gives our
service reps the right information at the first point of
customer contact. SAP Cloud for Social Engagement
lets customers use the communication channels of
their choice and creates an effortless support
experience.
Richard Goering, Vice President of Sales and Operations,
Bona
REVOLUTIONIZE SERVICE ENGAGEMENTS ANDDELIVER END-TO-END SERVICE EXCELLENCE
CREATE
a consistent,
omni-channel experience across every touchpoint in the customer journey
first call resolution rates through seamless self-service, engagmentcenter and field service interactions
INCREASE DELIVER
exceptional customer service through unassisted and assisted service management
CONNECT
customers and agents with the right information at the right time in the channel of their choice
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
DELIVEREND-TO-END SERVICE EXCELLENCE
THE WORLD HAS
CHANGED.
YOUR CUSTOMER HAS
CHANGED.
MAYBE IT’S TIME FOR
YOU TO CHANGE WITH
THEM.
If you make a sale, you can make a living.
Jim Rohn
If you make an investment of time and good service in a customer,
you can make a fortune