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

THE WORLD HAS CHANGED…

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

YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO

RESPOND TO YOUR CUSTOMER’S ISSUES.

AND YOU’VE GIVEN YOUR FIELD SERVICE TECHNICIANS PRODUCT TRAINING AND A

COMPLETE TOOLBOX

BUT WHERE DOES THAT FIT INTO THE CUSTOMER ENGAGEMENT JOURNEY

…DELIVER END TO END SERVICE EXCELLENCE…

Field ServiceEngagement Center

Self Service

INTEGRATION WITH TRANSACTIONAL SYSTEMS

SAP HYBRIS SERVICEPORTFOLIO

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

RECENT INNOVATIONS

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

Knowledge Management | Look & Feel

PLANNED INNOVATIONS

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

CUSTOMER STORIES

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.

DEMO

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

THANK YOU!