roadmap service

7/30/2019 Roadmap Service

http://slidepdf.com/reader/full/roadmap-service 1/11



© SAP 2008 /

Legal Disc la im er

This presentation outlines our general product direction and should not be

relied on in making a purchase decision. This presentation is not subject to

your license agreement or any other agreement with SAP. SAP has no

obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. 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 assumes no responsibility for errors or omissions in this document, except if

such damages were caused by SAP intentionally or grossly negligent.



Di f ferent ia t ion t hrough Serv ice Ex c e l lenceK ey Solut ion/Proc ess Areas

User ProductivityEnhance usability and data

accessibility

Service ProfitabilityProvide new capabilities tosell and deliver service

Integrated Multi-Channel service

Enhance web self-service and

partner service

The Customer Service ProcessThe Customer Service Process

© SAP 2008 /

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



Serv ice Roadm ap Investm entK ey Foc us Areas and Why

Enhance web self-service, mobile, and

partner service

Integrated

Multi-ChannelService

Leverage multi-channels toservice customer effectively

& reduce cost

ServiceProfitability

UserProductivity

Provide new capabilitiesto sell and deliver

service

Enhance usability anddata accessibility

Enable selling of new typeservice contracts and cost

optimization

Increase user productivitywith ease of access to

relevant data

Focus Area Business Value

© SAP 2008 /






2008 - Roadmap Invest m ent A reas

Proactive contract renewals Real-time cost & margin calculation

Capability to conduct solution-

selling by bundling products &

services

Partner service management Partner resource planning

Partner service confirmation

Chat capability within Interaction

Center & BCM

Resource planning using geo maps

Serial number support

Integrated functional location and

BOM management

Better usability, enhancing user

productivity

Easy access to relevant information

for higher efficiency

Increase service capability andflexibility by leveraging partners

Increase customer satisfaction with

tighter partner coordination

Leverage another communication

channel to service customer

Sustain revenue stream Drive profitability with cost & margin

insights

Increase revenue by selling new

service contract and maximizing

service margin

Business Capability Benefit

I n c r e a s e U s

e r

P r o d u c t i v i

t y

D r i v e S e r v i c

e

P r o f i t a b i l i t y

I n t e g r a t e d

M u l t i - c h a n n

e l

S e r v i c e

© SAP 2008 /






Planned - Roadm ap Invest m ent Areas

Warranty claim for OEM

Service duration estimation usingpast data

Localized billing (e.g. tax

calculation)

Service based interface for mobile

deployment

Tree-view for displaying product

proposal

Historical view of installed-based

Enhance user productivity with

simple and intuitive data access

Enhance customer satisfaction byenabling field technicians to

complete their job with one visit

Reduce service cost through OEM

warranty claim Drive profitability by leveraging past

data

Comply to local tax regulation for

billing


I n c r e a s e U

s e r

P r o d u c t i v

i t y

I n t e g r a t

e d

M u l t i - c h a n n e l

S e r v i c

e

D r i v e S e r v

i c e


© SAP 2008 /






Future Them es - Roadmap Invest m ent Areas

Flexible framework for 3rd party

service process integration

Smart scheduling platform

Service analytics

Web Self-Service with Web 2.0technologies

Click-to-Contact (chat, call)

Next generation modeling

interaction tool

Increase flexibility to evolve as

customer requirements change

Reduce cost of service by driving

usage of self-service and

communities

Enhance customer satisfaction with

easy access to information and

knowledgeable personnel

Increase flexibility to servicecustomers

Reduce cost of service


I n c r e a s e

U s e r

P r o d u c t i v i t y

I n t e g r a t e d

M u l t i - c h a

n n e l

S e r v i c

e

D r i v e S e r

v i c e


© SAP 2008 /






Serv ic e Roadm apCurrent Plan Going Forw ard

2008

Planned

Future Themes

Chat capability withinIC & BCM

Partner servicemanagement

Proactive contractrenewal

Real-time cost andmargin calculation

Resource planning

with geo maps

Historical view ofinstalled-base

Localized billing

Warranty claim forOEM

Service-basedinterface for mobile

Service durationestimation

Next-gen interactionmodeling tool

Web self-service withWeb 2.0 technologies

Click-to-contact

Service forecasting

Smart Scheduling

Maxim ize serv ice pro f it ab i l i t y w i t h an in tegrat ed serv ice operat ionfor reduced c ost s , inc reased loyal ty , and greater revenue

© SAP 2008 /






SummaryK ey Take Aw ays

SAP is continuing to invest significantly in service solutions

SAP is delivering complete solution for end-to-end serviceoperations across all service channels

SAP is delivering solution that enable your organization toprofit from your service business

SAP is continuing to deliver innovations that are easy toconsume

© SAP 2008 /






Thank you!

roadmap service

Documents