SAP FORUM İSTANBUL Reimagine Business for the Digital Economy SAP HYBRIS SERVICE

Konuşmacı Adı : Kazım Cansever

Firma Adı : SAP

SAP HYBRIS SERVICE Kazım Cansever

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

53% Abandon a purchase if they can’t find quick answers to their questions Source : Forrester 2016

SERVICE STARTS AT THE

BEGINNING OF THE BUYING

PROCESS

THE CUSTOMER JOURNEY HAS TRANSFORMED

IT’S TIME TO TRANSFORM YOUR SERVICE OFFERINGS…

After Sales Support

Assisted Service Unassisted Service Online Self Service

Support Communities

Knowledge Management

Chat/Video chat

Voice

Call Back

Email

Social channels

Support During

Buying Process

…DELIVER END TO END SERVICE EXCELLENCE…

Field Service Engagement Center Self Service

INTEGRATION WITH TRANSACTIONAL SYSTEMS

…AND LET YOUR SERVICE ORGANIZATION BE A REVENUE ENGINE FOR YOUR BUSINESS

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

KNOWLEDGE MANAGEMENT

Deliver a knowledge platform for

service agents and customers with

SAP Jam Collaboration:

Contextual access to most relevant

support information

Content ranked based on user feedback

Track and analyze customer needs

and behavior

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

24/7 SERVICE SUPPORT

With the SAP Hybris Engagement

Center, deliver seamless interactions

from channel to channel:

Provide customer service and support 24/7

through chat, video chat, social channels, SMS

and traditional phone conversations.

Allow your agents to retain the customers’ context

from channel to channel, including integration to

the SAP Hybris Commerce storefront

Engage with customers more effectively and come

to issue resolution at the first point of contact

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

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

CLOUD FOR SERVICE CUSTOMERS INCLUDE

*Logos only approved to use for this slide

USA: Life Sciences

Employees: >14,000 Case Study EN

USA: Wholesale Distribution

Case Study EN | Video EN | Video EN |

Blog Article

USA: Life Sciences Video EN | Video EN

USA: Wholesale Distribution

Case Study EN | Case Study EN | Video

EN | Video EN

New Win 2Q2015

USA: Media

New Win 2Q2015

Germany: Industrial Machinery and

Components

Employees: 12,448

New Win 2Q2015

UK: Fabricated Metal Products

Employees: 4,700

New Win 2Q2015

Brazil: IMC / Metals

New Win 3Q2015

Austria: Consumer Products

Employees: 8,708

New Win 2Q2015

Brazil: Agricultural Machinery

New Win 3Q2015

USA: Chemicals

Employees: ~24,000

New Win 3Q2015

UK: Wholesale

Employees: 4,300

New Win 2Q2015

USA: Wholesale Distribution

Employees: 500+

DELIVER END-TO-END SERVICE EXCELLENCE

THE WORLD HAS

CHANGED.

YOUR CUSTOMER HAS

CHANGED.

MAYBE IT’S TIME FOR

YOU TO CHANGE WITH

THEM.

THANK YOU!