SAP Web Channel Experience Management 2.0 Overview AFSUG - CRM 2012
Business Environment
SAP Web Channel Experience Management 2.0 E-Commerce & E-Marketing E-Service Platform
Summary
Agenda
Business Environment
© 2012 SAP AG. All rights reserved. 4
Today’s customers are empowered like never before
Democratization of information
Transparency
Social networking and communities
Customer
Shift in negotiation power from Vendors to Customers
Evolution from ‘Relationship Management’ to ‘Total Experience Management’
New communications and interaction channels to manage on top of traditional ones
Greater needs for adaptability and responsiveness
Implications
Variety of touch points
© 2012 SAP AG. All rights reserved. 5
Executives Are Faced with New Realities and Must Be Responsive
HANSENG
DJIA
VP of e-Commerce
Immediately: Increase conversion rates to capture maximum revenue, make reliable commitments, and reduce cost of sales
Long-term objective: Grow revenue and market share
VP of Marketing
Immediately: Engage customers with rich, personalized experiences and improve market spend via deep customer intimacy
Long-term objective: Increase market share and mindshare
VP of Service
Immediately: Empower customers to easily solve problems, reduce cost of service, and retain high value customers
Long-term objective: Transform from a cost to a profit center
CEO’s mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long run
© 2012 SAP AG. All rights reserved. 6
Increase profitability and reduce your cost of sales and support
Delivering excellent online customer experiences
is essential to expanding market reach and engaging customers
E-commerce's role in CRM continues to increase as organizations adopt elements of
social, community and emerging mobile shopping capabilities; therefore, organizations
must develop an e-commerce strategy that is in line with their overall CRM vision to be
successful.
Gartner, Magic Quadrant for E-Commerce, May 2010
”
Improve customer experience, strengthening customer loyalty
Expand market reach and prepare for growing globalization
Reduce costs and increase profitability while driving additional revenue
Lower total cost of ownership through end-to-end, integrated processes
© 2012 SAP AG. All rights reserved. 7
Multi Channel Is Your Face To Your Customers, Inviting Them Into Your Existing Business Processes
Multi Channel Foundation
Collect & Target
Sales & Marketing Planning
Customer Segmentation Products & Pricing
Communities, etc.
Web Mobile Store Phone, E-Mail, Chat, Fax
Kiosk Partner Network
Online Contact Center Social Media Store Partner
Decide & Execute
Personalized & contextualized content
Multi Channel Campaigns
Loyalty Management Order Management Order Fulfillment Service Processes
Measure, Learn & Optimize
Cross-Channel Visibility & Insight
Multi Channel Performance
Real-time analytics Insight to Action
Web Channel Experience Management 2.0
© 2012 SAP AG. All rights reserved. 9
A Single E-Commerce, E-Marketing & E-Service Platform For Everyone
Web Channel
Managers
Easily set up and manage your Web presence with
simple, step-by-step Web site management
Businesses Leverage powerful and convenient self-services & manage all sales and service interactions from
one place
Consumers
Enjoy quick and easy online shopping
experiences as well as consistent experiences across all touch points
© 2012 SAP AG. All rights reserved. 10
E-Service
E-Commerce
Paradigm Shift – Single Web Channel To Sales, Service & Marketing
E-Marketing
From silos….
search product
forum
find product
buy product
online promotion
register product service
© 2012 SAP AG. All rights reserved. 11
Paradigm Shift – Single Web Channel To Sales, Service & Marketing
Web
Channel
search product forum find
product buy
product online
promotion service
…to integrated and consistent customer experience
© 2012 SAP AG. All rights reserved. 12
Ready-To-Run Solution Building On The Enterprise Ecosystem
Predefined best practice processes
Standard UI and navigation flow
Multi-language, multi currency
Run multiple applications on one platform
Fully tested application templates (security, accessibility,…)
Covered by maintenance contract
Built-in enhancement concept
ERP SCM
Pricing Billing
Product Configuration
Returns Processing
Pricing Billing
Product Configuration
Delivery Order
Processing
ATP Product Substitution Production Scheduling Returns Processing
Order Quote
Contract Service
Request Products
CRM
Configuration
Navigation
Pages & Views
Styling & UI
Web Channel
Account Management Campaigns Product Recommendations Loyalty Management
Lead Partner
Integration Customer
Service
© 2012 SAP AG. All rights reserved. 13
SAP Web Channel Experience Management Interactive User Interface
Interactive User Interface
Innovative interfaces leveraging Web 2.0 technologies to deliver highly interactive shopping and support experiences
Product presentations modes provides customers with a variety of display modes for the product catalog
Rich product detail view provides a wide variety of product information including images, attachments, multimedia files, etc.
Search and filtering capabilities help customers easily find products and provide intuitive navigation throughout the catalog
Guided navigation mechanisms lead customers step-by-step through common tasks with visual cues
Benefits Differentiate via
excellent online customer experiences
Increase online conversion rates
Drive support traffic to lower-cost online channel
Grow customer loyalty
© 2012 SAP AG. All rights reserved. 14
Homepage
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Product Detail View
© 2012 SAP AG. All rights reserved. 16
Product Catalog – Alternative Theme
Web Channel Experience Management 2.0 E-Marketing
© 2012 SAP AG. All rights reserved. 18
Executives Are Faced with New Realities and Must Be Responsive
HANSENG
DJIA
VP of e-Commerce
Immediately: Increase conversion rates to capture maximum revenue, make reliable commitments, and reduce cost of sales
Long-term objective: Grow revenue and market share
VP of Marketing
Immediately: Engage customers with rich, personalized experiences and improve market spend via deep customer intimacy
Long-term objective: Increase market share and mindshare
VP of Service
Immediately: Empower customers to easily solve problems, reduce cost of service, and retain high value customers
Long-term objective: Transform from a cost to a profit center
CEO’s mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long run
© 2012 SAP AG. All rights reserved. 19
Multi Channel Campaign Management
Multi Channel Campaign Management Segment customers Create Campaign View campaign e-mail View campaign price Add to cart Buy product
Campaign e-mail
View product
Campaign price
display
Segment Customers Add to cart Create
Campaign Buy
product
© 2012 SAP AG. All rights reserved. 20
Personalized Product Recommendations
Personalized Product Recommendations Browse catalog Search products View product detail View product recommendations Add to cart Buy product
Browse catalog
View product detail
View product
recommen Add to cart Buy
product Search
products
© 2012 SAP AG. All rights reserved. 21
Loyalty Management
Earn Points
Sign up for loyalty program Browse catalog View bonus points per product Buy product Check point balance Receive voucher per mail
Sign up for loyalty
program
View bonus points
Browse catalog
Check point
balance
Buy product
Browse catalog
Add to cart Go to checkout
Redeem points
Receive voucher
Redeem Points
Browse catalog Add to cart Go to checkout Redeem points Buy reward product
Buy reward product
© 2012 SAP AG. All rights reserved. 22
Highly Interactive and Relevant E-Marketing Experiences
We deliver…
Personalization and Advanced Recommendations
Campaigns and Promotions Loyalty Management Powerful catalog and content
management to create, target, and manage content
Community-generated product ratings and reviews
Integration points to 3rd party Web Content Management Systems
So you can…
Differentiate customer online experiences Drive Web site traffic and user adoption Increase conversion rates and customer loyalty
© 2012 SAP AG. All rights reserved. 23
SAP Web Channel Experience Management Personalization
Personalization and Advanced
Recommendations
Robust personalization and product recommendations based on backend rules and customer preferences
Personalization to dynamically personalize customers’ Web experiences for more effective interactions
Related products are based on cross-selling rules and can be displayed as product recommendations, personalized per customer segment or marketing profile
Accessories can be linked to products and displayed independent from the user
Browsing and buying behavior can be data mined and used to generate product relationships which can be displayed as product recommendations
Benefits Increase revenue via
highly relevant cross and up-sell recommendations
Highly personalized experiences increase customer loyalty
Streamline delivery and management of recommendations via automated processes
© 2012 SAP AG. All rights reserved. 24
Personalized Product Recommendations
© 2012 SAP AG. All rights reserved. 25
SAP Web Channel Experience Management Email and Web Campaigns
Email and Web Campaigns
Create targeted and personalized email and Web campaigns and monitor success
Multi-channel campaign management to consistently manage email and Web campaigns across customer interaction points
Campaign execution enables users to manually enter campaign codes and can also happen automatically in the product catalog and the shopping cart
Discounts are dynamically displayed in the product catalog, shopping cart and during checkout
Target groups can be used to personalize campaigns in order to address specific customer segments
Newsletter subscriptions provides customers with the ability to easily subscribe and unsubscribe
Benefits Expand market reach
with lower cost online marketing campaigns
Deliver relevant and compelling offers
Empower customers to enrich their own experiences via subscriptions
© 2012 SAP AG. All rights reserved. 26
Shopping Cart with Campaign Code
© 2012 SAP AG. All rights reserved. 27
SAP Web Channel Experience Management Loyalty Management
Loyalty Management
Loyalty Management via the Web enables customers to earn, monitor and redeem loyalty points online
Mixed payments in reward catalog and shopping basket allow payment with both loyalty points and money
Points account summary provides members with a complete account and transaction summary of their loyalty membership
Shopping cart points summary shows customers how many points they will earn for buying the current shopping cart
Public reward catalog can be viewed by non-registered users driving interest in the loyalty program
Loyalty campaign view enables customers to view details about loyalty campaigns such as validity dates and points offered
Benefits Grow customer
loyalty and reduce customer churn
Reduce costs via self-service management of loyalty membership
Seamless integration for customers to redeem points when shopping online
© 2012 SAP AG. All rights reserved. 28
Loyalty Membership Details
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SAP Web Channel Experience Management Catalog Management
Catalog Management
Centralized product catalog management to create once and publish everywhere
Master data is imported from backend systems and reused to created product catalogs
Repository management to maintain the catalog data model and catalog item data including multi-lingual and multi-currency
Enrich product content with additional attributes as well as assigning images, multi-media files, marketing content, and attachments
Mass maintenance and multidimensional search enables easy mass changes to numerous items at once
Benefits Drive conversions
with rich catalog experiences
Easy catalog management for business users
Easier maintenance and richer content with a common catalog engine for CRM and ERP
© 2012 SAP AG. All rights reserved. 30
Professional Product Catalog Management Empower Business Users To Control All Product Content
© 2012 SAP AG. All rights reserved. 31
SAP Web Channel Experience Management Web Content Management with Coremedia*
Web Content Management
Provide contextualized and relevant content for a rich customer experience
Add editorial content such as articles and banner ads to specific content areas or to complete content pages
Dynamic content integration based on customer profiles and purchase history enables a contextualized customer experience
Flexible interface allows integration of third-party content management providers
Web Content Management integration can be leveraged in multi channel environments
Benefits Drive conversions
with rich and relevant user experiences
Provide dynamic content in a multi-channel environment
Open interface allows to leverage existing investments in Web Content Management
*Coremedia is a SAP partner that provides a Web Content Management Solution. The interface is open to connect to any 3rd party Web Content Management Solution.
© 2012 SAP AG. All rights reserved. 32
Provide contextualized experience with rich content powered by a Web Content Management System
© 2012 SAP AG. All rights reserved. 33
SAP Web Channel Experience Management Product Ratings and Reviews
Product Ratings and Reviews
Enable customers to leverage community-generated ratings and reviews increasing conversions
Customer ratings and reviews enables customers to create, preview and submit product ratings and reviews
Display ratings and reviews on the Web site within the product detail page and display average ratings within the product catalog
Monitor ratings and reviews with a workflow-driven approval process before publishing or detect inappropriate reviews after publishing
Filters help customers easily find the highest rated products
Benefits Increase conversion
rates via community-generated ratings and reviews
Build trust and credibility with positive community reviews
Gain customer insight while improving customer experiences
© 2012 SAP AG. All rights reserved. 34
Product Ratings and Reviews
Web Channel Experience Management 2.0 E-Commerce
© 2012 SAP AG. All rights reserved. 36
Executives Are Faced with New Realities and Must Be Responsive
HANSENG
DJIA
VP of e-Commerce
Immediately: Increase conversion rates to capture maximum revenue, make reliable commitments, and reduce cost of sales
Long-term objective: Grow revenue and market share
VP of Marketing
Immediately: Engage customers with rich, personalized experiences and improve market spend via deep customer intimacy
Long-term objective: Increase market share and mindshare
VP of Service
Immediately: Empower customers to easily solve problems, reduce cost of service, and retain high value customers
Long-term objective: Transform from a cost to a profit center
CEO’s mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long run
© 2012 SAP AG. All rights reserved. 37
Consistent customer experience across multiple channels
Consistent customer experience across multiple channels Search product Check availability of products in store Check locations Add to cart Enter campaign code Buy products Pick up in store
Search products
Check availability
Select closest store
Buy products
Pick up in store
Add to cartt
Enter campaign
code
© 2012 SAP AG. All rights reserved. 38
Leverage existing investments in order processing and expose on the Web
Leverage existing investments in order processing and expose on the Web Product Pricing, customer specific prices or list prices, free goods display Real time availability check or stock level indicator Product determination Order status
Browse Catalog
Check availability Log on
View specific
price Add to cart
Free Goods
displayed
Real-time ATP Checkout
Check order status
© 2012 SAP AG. All rights reserved. 39
Consistent and reliable E-Commerce Experiences
We deliver…
Comprehensive Order Management
Checkout & Payment including enhanced payment methods through easy integration of payment service providers
In Store Pickup with availability check in store
Gift Card Store Locator with map
integration
So you can…
Ensure consistent experience across all touch points Easily enable new e-commerce channels Leverage a comprehensive and real-time view of the
customer to deliver the best personalized offer
© 2012 SAP AG. All rights reserved. 40
SAP Web Channel Experience Management Order Management
Order Management
Enable the end-to-end order management process online and increase the strategic value of your Web channel
Shopping cart management provides a user-friendly and consistent interface across all ordering processes
Order management delivers self-service for orders including customer specific pricing
Order status delivers up to date status information regardless of the channel the order originated from
Free goods are displayed in the shopping cart based on backend rules
ATP-check provides accurate availability information in real-time
Benefits Increase customer
satisfaction with easy-to-use graphical shopping processes
Seamless cross-channel experiences
Integrated, end-to-end order management processes lower TCO
© 2012 SAP AG. All rights reserved. 41
Shopping Cart with Free Good
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Enable Multi Channel Scenarios with Retail In-store Pick-up
In-Store Pick-up
Enable multi channel order management processes providing choice and consistent experience to the customer
Order online – pick up in store process fully integrated into order processing.
Customers can search for stores on the and decide to pick up the products at a store rather than have them delivered
Availability of products displayed per store including distance to closest stores
Benefits Increase customer
satisfaction by offering more choice and flexibility
Seamless cross-channel experiences
Integrated, end-to-end order management processes lower TCO
© 2012 SAP AG. All rights reserved. 43
In-store Pick-up with availability check per store
© 2012 SAP AG. All rights reserved. 44
Enable Multi Channel Scenarios with Retail Generic Article
Fashion Articles
Enable intuitive selection of size, color, and style characteristics
Generic articles allow managing colors and sizes for fashion articles
Characteristic values (e.g. a large red shirt) can be selected in the product catalog
Retail-specific pricing conditions are supported
Web shop customers can use filters in the product catalog to search for generic articles
Benefits Increase customer
satisfaction by offering more choice and flexibility
Leverage SAP Retail investments
Integrated, end-to-end order management processes lower TCO
© 2012 SAP AG. All rights reserved. 45
Color and Size Selection provided through Generic Article
© 2012 SAP AG. All rights reserved. 46
SAP Web Channel Experience Management Checkout and Payment
Checkout and Payment
Enable a secure, complete checkout process
Streamlined checkout enables customers to save their checkout data as a re-usable checkout profile and perform quick checkouts
Guest users allows customers to place orders via guest registration
Flexible guided navigation through checkout process
Payment options provides customers with the flexibility to choose their preferred payment method (e.g. credit card, invoice, etc.)
Payment service providers can be integrated into the checkout process based on predefined interface
Benefits Reduce drop-off rates
with easy and quick checkout processes
Increase customer satisfaction through convenient payment options
Easily integrate payment service providers
© 2012 SAP AG. All rights reserved. 47
Checkout and Payment
© 2012 SAP AG. All rights reserved. 48
SAP Web Channel Experience Management Gift Card
Gift Card
Make it convenient for customers to buy and redeem gift cards online
End-to-end gift card process supports the sales and redemption of gift cards as well as linkages to back end processes
Purchasing gift cards can be done by customers online after which an account with the respective gift card value is created
Redeeming gift cards can be completed by gift card recipients during checkout in which gift cards are used as a payment option
Split tender enables customers to leverage multiple different payment methods within one order
Benefits Increase customer
loyalty by delivering more purchasing options
Drive revenue via an additional gift card purchasing option
Seamless experience for customers to buy and redeem gift cards when shopping online
© 2012 SAP AG. All rights reserved. 49
Gift Card Purchase
© 2012 SAP AG. All rights reserved. 50
SAP Web Channel Experience Management Store Locator
Store Locator
Store locator empowers customers to find store locations from which to purchase or service products
Store locator allows customers to find the nearest locations where products are sold or serviced
Mapping providers like Google Maps can be integrated to displays search results on a map, allowing users to see the locations of the stores with click-through to more details
Driving directions from the customer’s location to any store can be displayed both in text and on the map
Benefits Increase customer
convenience by making it easier to find store or service locations
Drive more business across the entire ecosystem
Streamline customer choice of interaction channel
© 2012 SAP AG. All rights reserved. 51
Store Locator
Web Channel Experience Management 2.0 E-Service
© 2012 SAP AG. All rights reserved. 53
Executives Are Faced with New Realities and Must Be Responsive
HANSENG
DJIA
VP of e-Commerce
Immediately: Increase conversion rates to capture maximum revenue, make reliable commitments, and reduce cost of sales
Long-term objective: Grow revenue and market share
VP of Marketing
Immediately: Engage customers with rich, personalized experiences and improve market spend via deep customer intimacy
Long-term objective: Increase market share and mindshare
VP of Service
Immediately: Empower customers to easily solve problems, reduce cost of service, and retain high value customers
Long-term objective: Transform from a cost to a profit center
CEO’s mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long run
© 2012 SAP AG. All rights reserved. 54
Knowledge at your fingertips
Knowledge at your fingertips Search product View product detail Read product reviews View FAQs Read knowledge article Create service request
Search product
View product detail
View FAQs
Read product reviews
Read knowledge
article
Create service request
© 2012 SAP AG. All rights reserved. 55
Get service at the right time
Get service at the right time View registered products Select product Request service Select time slot View confirmation Service execution
View registered products
Select product
Select time slot
Request service
View confirmation
Service execution
© 2012 SAP AG. All rights reserved. 56
Friendly, Proactive, and Helpful E-Service Experiences
We deliver…
Guided processes for self-navigation
Self-service management of accounts
Service requests including appointment scheduling
Service contract management
Complaints and returns management
Online product registration Knowledge management
connectors to deliver community forums and self-service support
So you can…
Drive support traffic to lower-cost online channel Empower customers to research and resolve issues Foster customer community and crowd-sourcing
© 2012 SAP AG. All rights reserved. 57
SAP Web Channel Experience Management Knowledge Management by eGain*
Knowledge Management
Empower customers to research and resolve their service issues with easy, self-service access to information
Frequently asked questions (FAQs) highlight questions and answers to commonly encountered problems
Knowledge base provides customers with quick and easy access to documents that offer solutions to specific issues
Community forums allow customers to engage with each other by posting messages on relevant topics
Top searches let customers view and re-use the most common solution searches on the site
Online surveys empower customers to comment on their self-service knowledge management experience and rate content
Recommended solutions can be plugged into business processes to proactively offer solutions increasing the likelihood customers may solve their issue without assistance
Benefits Enable customers to
find solutions without direct assistance
Enable knowledge sharing across the community
Reduce the cost of customer service
* These Knowledge Management capabilities are based on eGain as a pre-integrated Knowledge Management solution. Knowledge Management connectors let you flexibly work with your preferred knowledge management solution.
© 2012 SAP AG. All rights reserved. 58
Support Home Page featuring Knowledge Management by eGain
© 2012 SAP AG. All rights reserved. 59
SAP Web Channel Experience Management Live Support
Live Support
Provide immediate assistance to customers from within the Web site
Text chat empowers customers to initiate conversations with customer service agents from anywhere in the application
Context capture provides agents with the relevant contextual information to help every customer with their specific issue
Integrated with Business Communication Management (BCM) and CRM Interaction Center
Benefits Empower customers
with the ability to immediately access support online
Increase conversion rates through expert assistance
Increase customer satisfaction and draw customers into self-service channels
© 2012 SAP AG. All rights reserved. 60
Live Support
© 2012 SAP AG. All rights reserved. 61
SAP Web Channel Experience Management Complaints and Returns Management
Complaints and Returns Management
Give customers an easy way to solve a problem or return a good
Complaints and returns provide customers with self-service access to log a complaint or initiate a return
Sophisticated rules engine reduces the cost of service by automatically determining the best course of action for a complaint or return as well as automating its processing
Return options allow customers to request either replacement or credit for a returned product
RMA label printing empowers the user to print the label from the convenience of his location
Recommended solutions can be integrated to proactively offer potential solutions increasing the likelihood customers may solve their problem without assistance
Guided activity flows lead the user step-by-step through the complaints and returns submission process with intuitive visual cues
Benefits Head off customer
satisfaction issues with a streamlined process to handle product issues
Reduce return-rate by proactively offering likely solutions
© 2012 SAP AG. All rights reserved. 62
Complaint Creation
© 2012 SAP AG. All rights reserved. 63
SAP Web Channel Experience Management Service Request Management
Service Request Management
Give customers an easy way to request service or schedule a service appointment
Service requests provide customers with self-service access to submit a service request
Submission options enables submission of service requests for registered or non-registered products and eases the support process via reference to original sales orders
Service appointment scheduling allows customers to select from available time slots which fit their schedule
Recommended solutions can be integrated to proactively offer potential solutions increasing the likelihood customers may solve their problem without assistance
Guided activity flows lead the user step-by-step through the service request submission process with intuitive visual cues
Benefits Reduce the cost of
support via self-service while increasing customer satisfaction
Reduce service request load by automatically offering likely solutions
© 2012 SAP AG. All rights reserved. 64
Recommended Solutions
© 2012 SAP AG. All rights reserved. 65
Appointment Scheduling
© 2012 SAP AG. All rights reserved. 66
SAP Web Channel Experience Management Service Contract Management
Benefits Increase customer
satisfaction by drawing customers into self-service channels
Enable follow-on interactions with customers
Turn your service center into a profit center by converting customer inquiries into contract extensions
Service Contract Management
Empower customers with the ability to view and extend service contracts online
Service contracts can be viewed and extended online, both at header as well as at line item level
Service contract determination allows customers to associate a service contract to a service request, complaint, or return
Contract quotations can be created and accepted online to extend a service contract on the fly
Contract timeframes allow customers to easily define the contract extension periods via the web
Historical contracts can be retrieved and viewed for reference purposes
© 2012 SAP AG. All rights reserved. 67
Service Contract
© 2012 SAP AG. All rights reserved. 68
SAP Web Channel Experience Management Product Registration
Product Registration and Installed
Base Management
Enable customers to register products and services, activate their warranty and view their installed base
Product registration enables customers to register products online enabling vendors to send product notifications
Sales order integration allows customers to conveniently register a product directly from their list of sales orders
Warranty activation allows customers to activate their product warranty and view its details
Installed base management enables customers to view their installed base online
Benefits Capture and track
customers for up-sell and cross-sell
Enable follow-on interactions with customers
Enable delivery of value-added services
Maintain relationship for future sales
© 2012 SAP AG. All rights reserved. 69
Product Registration
© 2012 SAP AG. All rights reserved. 70
SAP Web Channel Experience Management Account Self-Service
Account Self-Service
Empower customers with a personalized support homepage and streamlined user registration and account management
My support homepage gives access all service and support related information
My transactions provide personalized lists of service requests, service appointments, complaints, orders etc.
My products provide personalized lists of registered products, including warranty information and service contracts
Featured support topics can be integrated to show customers information relevant to the products they own (e.g. FAQs, discussions, etc.)
Account management allows customers to register themselves and maintain their personal profiles online
Benefits Deliver compelling
customer experiences with a personalized E-Service homepage
Proactively deliver helpful information to customers
Streamline user registration and account management
© 2012 SAP AG. All rights reserved. 71
Account Profile
Web Channel Experience Management 2.0 Platform
© 2012 SAP AG. All rights reserved. 73
Deploy, Configure, and Extend Web Channel Platform
We deliver…
Step-by-step Web site setup and maintenance by business users
Modular architecture enables organizations to flexibility configure the site as business needs change
Flexible site extension for site customization via common Web design tools and a flexible UI framework
Delivered with professional development tools (NWDI) and enhancement concept
Complete, integrated business processes
So you can…
Reduce TCO and time to market Set up and configure your Web presence Make adjustments to Web sites as needs evolve
© 2012 SAP AG. All rights reserved. 74
SAP Web Channel Experience Management Web Channel Platform
Web Channel Platform
Highly modular, flexible and optimized platform which provides agility and scalability in a rapidly changing business environment
Web 2.0 technologies such as Ajax enable Rich Internet Applications (RIA) for improved online experiences for customers
Modular architecture enables organizations to flexibly turn on or off processes and configurations as business needs change
Flexible site extension allows Web site customization via common Web design tools
Web site optimization to manage and optimize business processes ensuring high availability, scalability and security
Benefits Rapid deployment to
adapt to business changes
Easily extend, customize and style Web sites using standard tools
Ensure scalable, flexible support of Web channel business
© 2012 SAP AG. All rights reserved. 75
SAP Web Channel Experience Management Web Site Management
Web Site Management
Allows business users to quickly set up and configure Web sites and perform business changes without the need for IT
Web channel builder leverages modular architecture enabling business users to easily build and modify Web sites by assembling reusable functional modules
Easy configuration of Web sites including enterprise integrations business processes page layouts, visual themes, technical and functional settings, etc.
Status management and approval process enable close control over validity and content of Web sites
Multiple Web sites can be maintained and automatically activated based on validity dates
Web site templates enable rapid and easy creation of Web sites
Benefits Rapid set up and
deployment of Web sites to adapt to business changes
Maintain multiple versions of Web sites and activate them based on validity dates
Empower business users and free up IT resources from Web site management
© 2012 SAP AG. All rights reserved. 76
Web Channel Builder
© 2012 SAP AG. All rights reserved. 77
SAP Web Channel Experience Management Web Channel Platform – Architecture
CRM ERP
SAP Web Channel Experience Management
Browser NetWeaver ABAP
Firewall Firewall
ERP Server ABAP
NetWeaver ABAP
CRM Server ABAP
DMZ (Demilitarized Zone)
SAP NetWeaver Java Server
Product Catalog
Web Sites / Applications
© 2012 SAP AG. All rights reserved. 78
Web Channel Faster and at Lower Cost – Meet Business Demands Now and Grow into the Future
E-Marketing
E-Commerce
E-Service
SAP Web Channel Experience Management, version for SAP CRM Provide customers with a fully integrated Web experience with consistency across all touch points
E-Commerce
SAP Web Channel Experience Management, version for SAP ERP * Enable E-Commerce with SAP ERP without the need for a full SAP CRM implementation
© 2012 SAP AG. All rights reserved. 79
SAP Web Channel Experience Management Web Channel Analytics
Web Channel Analytics
Enables organizations to gain insight into, analyze, and act on e-business operations and trends
Sales analysis allows organizations to analyze sales figures and sales-related information on their Web Channel application
Service analysis enables organizations to evaluate the operational performance of their service efforts as well as analyze profitability to support differentiated levels of service
Technical analysis allows to analyze the technical parameters and performance of a Web Channel application
Benefits Tie insight to action
Increase conversions and lower drop-off rates
Drive more effective self-service
Make adjustments and optimize business as your needs evolve
© 2012 SAP AG. All rights reserved. 80
Streamline Billing with SAP Biller Direct*
Issue Invoice
Forecast Cash
Finance Working Capital
Resolve Disputes
Collect Cash
Check Credit Worthiness
Settle & Pay Reconcile
Receivables Management
SAP Collections and Dispute Management
SAP Credit Management
SAP Biller Direct (Electronic Bill Present- ment and Payment)
Supplement traditional billing procedures with SAP Biller Direct
Electronic invoicing for businesses
Electronic payment for customers
Integrate customer service with finance
*Can be integrated with Web Channel on project basis
© 2012 SAP AG. All rights reserved. 81
SAP Web Channel goes Mobile – Success with Mobile Commerce enabled by Partners
(Swiss Grocer)
Mobile application support Native iPhone application with
backend communication based on web services
Common communication layer to backend systems ensures consistent data regardless of the touch point (desktop or mobile)
Reuse of existing backend data and processes
Solution certified on SAP EcoHub
Summary
© 2012 SAP AG. All rights reserved. 83
Why SAP Web Channel Experience Management?
Interactive, Innovative & Rich User Experiences
Consistent Customer Experiences Across All Customer Touch Points
Comprehensive E-Commerce, E-Marketing and E-Service – on a Single Platform
Robust, highly scalable and easily customizable Web Channel Platform
Intuitive for Business Users to Setup, Manage and Extend Web Sites
Ready for global rollout
Thank You!
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