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OmnichannelCustomer ServiceThilo Kerner, Head of Business Development CEC
Wien, 05.04.2016
What is Multi- and Omni-channel?
From Multi-channel toOmni-channel
Multi-channel versus Omni-channel
mobile
contact
center
mobile social
contact
centercontact
center
web mobile social
CustomerService Agent
What are the most important topics youhave to take into account when movingin the omni-channel world?
mobile socialcontact
center
contact
center
web mobile social
#1
Meet Customers where they are
#2
Remain consistent across
all channel
mobile social
contact
centercontact
center
web mobile social
#3
Know Your Customers
#4
Know your customers better
than every other company
#5
Show customers that they are
value through personilized offers
#6
Let Customers help themself
#7
Operate as a single brand
Integration across all channels.
Integration across all business functions.
Integration across all products and services
#8
Provide a homogenous
technical infrastructure
web
mobil
e
In
store/bra
nch
contact
center
digital
goodsmarket
-placeprint
digital
ads
social
@
PLATFORM
#9 > Finally
Provide a seamless, consistent
and personalized omni-channel
experience
Self service
OMNI-CHANNEL
CUSTOMER ENGAGEMENT
SERVICE EXECUTION/
DELIVERY
Engagement/
contact center
Field service
“LOW TOUCH” SERVICE “HIGH TOUCH” SERVICE
Unified communication Service Operation
Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts …
Chat/video chat voice/call back
Co-browsing (screen sharing)
Social channels
Email, sms
Online communities
(SAP Jam)Knowledge base
(SAP Jam)
Service Management
Ticketing and Workflow
Case Management
Contract/Warranty
Repair/Depot repair
Scheduling/Resource optimization
Parts management
(Predictive) Maintenance
[C4C]
loT
SAP Hybris Customer Service & SupportOmni-channel customer service throughout the entire customer journey
Remote Monitoring
Thank YouThilo Kerner
thilo.kerner@sap.com
Quotes
Home Shopping Europe GmbH (HSE24)
HSE24 continually seeks to improve customers’ experiences, whether they interact
with the retailer via the Web, mobile device, or the call center. The company is
committed to service excellence.
National Health Service of Scotland
NHS 24 consists of three regional and seven local centers with trained and
experienced nurses who triage every call. The service then delivers appropriate
care for the caller by providing healthcare advice on the phone.
Quotes
Bona
With SAP Cloud for Service and Cloud for Social Engagement Bona chose to
integrate its technology platform to improve service and engage customers through
new channels. Now Bona can provide effortless service 24x7, and leverage new
customers via new channels.
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