revolutionize your service experiences with sap hybris cloud for service
TRANSCRIPT
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.
THANK YOU!Feel free to connect with me at :
Email: Twitter: Linkedin: