Best Practices in Omni-ChannelCommerceS.Pranatharthi HARANHead of Business – SAP Hybris, South-East Asia
CUSTOMER EXPERIENCE
CUSTOMER INSIGHTS
DIGITAL TRANSFORMATION
Three Relevant Trends
SAYS THEIREXPECTATION FORCUSTOMER EXPERIENCEARE ALWAYS MET.
1%SAY THEY SWITCHEDBUSINESS TO ACOMPETITOR DUE TOPOOR CUSTOMEREXPERIENCE
89%SAY THEY ARE WILLINGTO PAY EXTRA FOREXCELLENT CUSTOMEREXPERIENCE.
86%
Source: Harris Interactive Surveyof US Consumers, 2011
CONSUMERS HAVEHIGH STANDARDS
THE BRAND RELATIONSHIPWITH CONSUMERS IS BUILTTHROUGH A SERIES OFREAL-TIME CONNECTIONSOVER MULTIPLETOUCHPOINTS.
BUYER BEHAVIORDEMANDS CUSTOMER-CENTRIC VALUES WHICHRENDERS CHANNEL-SPECIFIC PROCESSESOBSOLETE.
BUYERS PERCEIVE ABRAND AS ONEREGARDLESS OFCHANNEL OR DEVICE.
ALL TOUCHPOINTSPERCEIVED ONE BRAND
EXPECT PRODUCTINFORMATION TO BECONSISTENT ACROSSCHANNELS
51%EXPECT PROMOTIONSTO BE CONSISTENT
57%SAY VARIABLE PRICINGIS OUTDATED.
69%
UNIFIEDBRAND PRESENCE
THE MAJORITY OFBUSINESSES CAN’TSUPPORT ANOMNICHANNELCUSTOMER JOURNEY.
JUST 12% CAN PROVIDEA SEAMLESS HAND-OFFBETWEEN CHANNELS.SOURCE: Forrester Wave Customer Service Solutions 2014 @wredefine
HOW DO YOU DELIGHTYOUR CUSTOMERS ANDGROW THERELATIONSHIP?
HOW DO YOU UNIFY YOURTECHNOLOGY TO CREATEPERFECT COMMERCEEXPERIENCE FOR YOURCUSTOMERS TO ENGAGE THEM,INSPIRE AND RETAIN FOR A LONGRUN?
THE CHALLENGE
LEGACY APPLICATIONS,INTEGRATION CHALLENGES,AND DATA SILOS MAKE THISIMPOSSIBLE TODAY.CRM. WEB CMS. MOBILE.MARKETING. OMS. STORES.CONTACT CENTERS. ETC.
8
BUY ONLINE
$189
CAN’T RETURNIN-STORE
NEGATIVEONLINE EXPERIENCE
@
RECEIVE EMAILPROMOTION WITH COUPON
STORE CAN’T SCANFROM MOBILE DEVICE
NEGATIVEONLINE EXPERIENCE
$189
SOLUTION:PROVIDE POSITIVE BRAND EXPERIENCE
THE CORE
WHAT SETS SAP HYBRIS APART IN THE MARKET?HYBRIS BREAKS DOWN THE GREAT WALL BETWEEN CUSTOMER AND BACK OFFICE
OF THISPROBLEM
WEATTACK
We Are the Market Leader
Gartner Magic Quadrant forDigital Commerce
Forrester Wave: B2CCommerce Suites, Q1 2015
Forrester Wave: B2BCommerce Suites, Q1 2015
ERP WMS PLM CRM DATAPOOLS
SINGLE VIEW OF PRODUCTSINGLE VIEW OF INVENTORY
SINGLE VIEW OF CUSTOMERSSINGLE VIEW OF ORDERS
SINGLE SOURCEOF TRUTH
SINGLE SOURCEOF TRUTH
LEVERAGE DATA TO DRIVE OMNICHANNELPRODUCT. CUSTOMER. ORDER
CALL CENTER PRINTSOCIAL TVPOSWEB MOBILE
Product Content Managementbuilt for business Order Management native
Configured forsuccess our customers.
Our Partners. hybris Extend.The Data Hub. Accelerators.
Modern architecture built tocomplement not replaceexisting investments
•CONVENIENCE•CONSISTENCY•RELEVANCE•EMPOWERMENT•AGILITY
MEET TODAY’SCUSTOMERS’ EXPECTATIONS
WITH CUSTOMERS MOREPRESSED FOR TIME THANEVER, CONVENIENCE IS NOTJUST A BENEFIT, IT’S ACENTRAL RULE TO THECUSTOMER EXPERIENCE.
CONVENIENCE
CONSISTENCYCONSISTENCY ISABOUT BUILDING AUNIFIED BRANDPRESENCE ACROSSMULTIPLE CHANNELSTHAT CUSTOMERSCOME TO TRUST.
RELEVANCETHE EVER-CONNECTEDCUSTOMER EXPECTSBRAND INTERACTIONS TOBE, HIGHLYPERSONALIZED, IN REAL-TIME, AND TAILORED TOBUYING PREFERENCES.
EMPOWERMENTTHE TRANSFER OF POWER FROMBRANDS TO BUYERS IS THE MOSTSIGNIFICANT CHANGE IN THECUSTOMER RELATIONSHIP ARENAIN YEARS.
BRANDS MUST DELIVEREXPERIENCES THAT EMPOWERAND INFORM THEIR CUSTOMERAND DRIVE THEM TO MAKE THEBEST PURCHASING DECISION.
AGILITY
IN ORDER TO BE AGILE,BUSINESSES MUST USEANALYTICS TO RECOGNIZEMARKET CHANGES ANDSHIFTS IN BUYER BEHAVIORIN REAL-TIME.
Beyond CRMBeyond CommerceBeyond MarketingBeyond SalesBeyond Service
INDUSTRIES
SOCIAL & PREDICTIVE ANALYTICSSALES SERVICE MARKETING COMMERCE
SAP HANA CLOUD/CUSTOMER ENGAGEMENT PLATFORM
WEB
CALLCENTER
MOBILE
SOCIAL
@DIGITALGOODS
POS
MARKETINGCHANNELS
INTERNETOF THINGS
CONTENTCENTER
MARKET-PLACE
CONSISTENT, END-TO-ENDUSER EXPERIENCEACROSS CHANNELS &DEVICES
REAL-TIMECONTEXT
CUSTOMER ENGAGEMENTANYWHERE. ANYTIME.