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CONVERGE. SCALE. CARE FORWARD WITH SAP.
Rebecca Cranmer, Solution EngineerKristin Zakiewicz, Solution Engineer
Reimagine Customer Engagement with SAP Hybris
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S/4 HANA
SAP CLOUD PLATFORM
SAP INTUITIVE USER EXPERIENCE / DEVICE INDEPENDENT
SAP BUSINESS COLLABORATION
SAP HANA
THE POWER OF AN INTEGRATED DIGITAL PLATFORM
HUMAN RESOURCE
MANAGEMENT
CUSTOMER SERVICE & SALES
SUPPLY CHAIN MANAGEMENT
COMMERCE & MARKETING PROCUREMENT FINANCIAL
MANAGEMENT
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• Introductions
• What is SAP Hybris?
• E2E Demo Scenario
• Feature 1: Commerce
• Feature 2: Sales
• Q&A
AGENDA
Kristin ZakiewiczSolution Engineer
3 years at SAPHilton Head Island, SC
Rebecca CranmerSolution Engineer2.5 years at SAPCharleston, SC
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
What is SAP Hybris?
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DIGITAL TRANSFORMATIONIS DISRUPTINGYOUR BUSINESS
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WHO IS THE DISRUPTOR?
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IT’S THE CUSTOMER
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CUSTOMERS ARE HARDER TO ENGAGE THAN EVER BEFORE...
99.76%of online ads are ignored.Source: Google
60%of consumers abandoned a purchase due to a poor service experience.Source: American Express Global Barometer
57%of the buying process is completed before a first interaction with sales.Source: Customer Executive Board
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SAP HYBRIS
Experience Management
Commerce Marketing Sales Service Revenue
SAP HANACustomer | Product
WEB MOBILE IOT SOCIAL EMAIL PRINT AGENT TOOLS
IN STORE/BRANCH
CONTACT CENTER
MARKET-PLACE
SMS/NOTIFICATION
SEARCH ADS / SEO
DIGITAL ADS
DIGITALGOODS
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SAP HYBRIS
Experience management
Commerce Marketing Sales Service
SAP Hybris Commerce
Revenue
SAP HANA
Deliver Exceptional Experiences
Be Consistent Across Channels
Serve Relevant Content in Real-Time
Empower Buyers
© 2017 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. 11
SAP HYBRIS
Experience management
Commerce Marketing Sales Service
SAP Hybris Marketing
Revenue
SAP HANA
Enrich Your View of
Customers
Anticipate Customer Behavior
Market in Context
Create Loyal Advocates
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SAP HYBRIS
Experience management
Commerce Marketing Sales Service
SAP Hybris Sales Cloud
Revenue
Sell Anywhere, Anytime
Turn Insight into Action
Sell More, Admin less
Know Your Customer
SAP HANA
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SAP HYBRIS
Experience management
Commerce Marketing Sales Service Revenue
SAP HANA
SAP Hybris Service Cloud
OmnichannelEngagements
Personalized Interactions
Mobility Integrated with Your Enterprise
Quick resolutions
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
E2E Demo Scenario
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Digital TransformationCommerce
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Digital TransformationService
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Digital TransformationSales
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Digital TransformationMarketing
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
FEATURE 1: COMMERCE
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MODERN CUSTOMER ENGAGEMENT & COMMERCE REQUIRES
Complex Rules and Promotion Management
Omni-Channel TouchpointIntegration
Powerful B2B Commerce Capabilities
Modern Data Integration Tools
Advanced Personalization and Marketing
Order Management for B2C and B2B
Advanced Search and Navigation
Powerful Product Content Management
Fully Integrated Web Content Management and Merchandising Tools
Support for Complex Product Bundles and Configurations
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MEDTRONIC
• Getting a clear view of customer needs
• Standardize the customer experience by streamlining the product ordering process
• Improve processes by going digital
• The customer’s life is easier with a simple and convenient way to access product information online
• Global sales reporting processes are standardized, so sales reps can spend more time with customers
• Faster, richer analysis across 140 countries and touching 8 million people
• Expansion through Direct-to-consumer launch, customer loyalty and retention programs, and utilizing new customer insights
• From 3 hours to 3 minutes in query time
• Up to 70% of their patient install base is registered with the Hybris solution
• 85% reduction in Customer Service efforts
Keeping Pace with Chronic Medical Conditions with SAP HYBRIS COMMERCE
OBJECTIVE BENEFITS ROI
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
FEATURE 2: SALES
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SAP Hybris Sales Cloud Go beyond traditional selling
Opportunity Management & Insight• Easy Lead, Opportunity, Activity Management & timeline • Tailored sales methodology, Guided Selling• Competitor insight, Partner Management• Notes History
Account & Territory Management• Account & Contact Update, Merging, Relationship
management• 360 Customer Intelligence, Change history• Territory management & Alignment
Collaboration & Social• Feeds, Followers and @mentions• Internal, Customers, Partners• Deal Sites, Social Selling
Integration with Back-office/Collaboration• Pre-built integration to SAP ERP & CRM, SAP JAM• Partners like InsideView, LinkedIn, Xactly & more• Mashups with most other apps
Real-Time & Predictive Analytics• Embedded & Custom Dashboards, Forecasting• Mash-ups with SAP BW & Business Objects• KPIs, embedded & ad hoc reporting• Broadcasting• Local & Global Administration
Groupware Integration• Full-Featured support for MS Outlook ,
Google Gmail and Lotus Notes, Server side via partner (e.g. Office 365)
• Real-time, scalable, powered by SAP HANA• Simplified enhancement tools for power users• Easily extended for tailored UX and business processes
PlatformMobility• Complete mobile apps, no extra cost• Support for iPad, iPhone, Android, MS Windows, Watch• Responsive UI with Off-line support• Business Card Scanner
Quote & Order Management• Integrated pricing and transactional document
creation with SAP ERP or CRM• Mobile online & offline order capture• CPQ through partners• Signature Capture
Visit Management & Execution• Complete Activity and Task Management• Visit and Route Planning and Execution, Map Views• Survey Design and Execution
Productivity & Personalization• Flags• Tags• Shelf
• Quick Creates• Field Extensions• Workflow
• Map Views• Graphical
Views• Create leads and activities from marketing campaigns• Display success measures for campaigns based on
related leads, opportunities or activities
Integration with Hybris Marketing
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Sell anywhere, anytimeMobile-first approach
• Full-featured, seamless experience from on-line to mobile
• Engage in real time with your customers, manage your activities, and track your performance, even when you’re offline
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Email integration
• Provide sales and service users with familiar and easy to use environment
• Bi-directional synchronization of:
• Appointments – Tasks - Contacts
DRIVE YOUR BUSINESS FROM YOUR EXISTING TOOLS
DESCRIPTION
• Groupware integration allows for the sales rep to easily link their appointments, e-mails, and tasks with their accounts in the Cloud for Customer, keeping the interactions with the customers up to date.
KEY DIFFERENTIATORS
• Native support for Outlook, Lotus Notes and Gmail
More time selling – less admin
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Turn insight into actionAnaytics
Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way
• Comprehensive customizable KPI tiles, reports, and dashboards
• Sophisticated analytics infrastructure• Simplified ad-hoc and custom reports • Deliver intelligence and drive automation where
needed using machine learning to predict and guide sales
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OBJECTIVE BENEFITS ROI
• Effectively personalize and enhance customer experiences to increase lifetime value
• Provide proactive, relevant service to a diverse clientele
• Simplify and integrate disparate systems across departments to unify operations
• Better-informed decision making using instant reports to the executive team s and customer support
• Single Source of Truth: that allows real-time data sharing among sales, customer service, and business leaders
• Increased sales productivity by storing all customer activities in one place.
• 16 weeks: implementation on schedule and within budget
• 15-20%: Increase in sales opportunities
• 29% reduction in IT spend
Simplifying the complex sales buying journey SAP HYBRIS SALES CLOUD
© 2017 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. 29
OBJECTIVE BENEFITS ROI
• Effectively personalize and enhance customer experiences to increase lifetime value
• Provide proactive, relevant service to a diverse clientele
• Simplify and integrate disparate systems across departments to unify operations
• Better-informed decision making using instant reports to the executive team s and customer support
• Single Source of Truth: that allows real-time data sharing among sales, customer service, and business leaders
• Increased sales productivity by storing all customer activities in one place.
• 16 weeks: implementation on schedule and within budget
• 15-20%: Increase in sales opportunities
• 29% reduction in IT spend
Simplifying the complex sales buying journey SAP HYBRIS SALES CLOUD
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
Q&A
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CONVERGE. SCALE. CARE FORWARD WITH SAP.
Rebecca Cranmer & Kristin Zakiewicz
THANK YOU
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© 2017 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED.
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