From complex ticketing scenarios in a Call Center to comprehensive Field Service Management scenarios onsite, see how SAP Hybris Cloud for Service can transform your service interactions in a digital world.
To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service
8. EXPERIENCE MANAGEMENT
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Cloud for Service
The Channels Your
Customers Want
Personalized
Interactions Every
Time
The Right Insight at
the Right Time
Be Mobile Integrated with Your
Enterprise
REVOLUTIONIZE SERVICE ENGAGEMENTS
WITH SAP HYBRIS CLOUD FOR SERVICE
Contact center and field service solution
that create end-to-end service excellence
9. THE CHANNELS YOUR CUSTOMERS WANT
MEET YOUR CUSTOMERS IN THE
CHANNEL OF THEIR CHOICE
Serve customers at their terms through their
preferred communication channels.
From a community, to a video chat, to a
storefront, meet customers in the environment
they prefer to interact in and answer their
inquiries seamlessly from channel to channel
10. THE RIGHT INSIGHT AT THE RIGHT TIME
Provide your service agents with the
customer and solution details they
need for successful service interactions
Know which field service resources are
available at any given time to address a
customer need and increase utilization.
Use collaboration tools and knowledge
bases, to tap into the combined company
knowledge instantly and increase the
speed it takes to solve a customer issue.
11. PERSONALIZED INTERACTIONS EVERY TIME
EMPOWER EMPLOYEES AT THE POINT
OF INTERACTION
• With access to customer profiles, order
history, service history, feedback and
preferences, enable your agents to deliver
know your customers
• Use past service engagements to offer
relevant and timely offers, rewards,
discounts, and personalized treatment
12. BE MOBILE
Equip Field Technicians with the tools
they need to address customer issues
quickly and efficiently
Equip your field agents to look up
inventory information and order spare
parts right from their smart device on the
job.
Drive productivity and resolve service
requests with the intuitive user interface
on mobile devices.
13. INTEGRATED WITH YOUR ENTERPRISE
Your service teams must be closely
connected to your entire enterprise
Operate as a single brand across
channels, orchestrating customer
experiences – both pre- and post-
sale – across all touch points.
14. SAP CLOUD FOR SERVICE
Mobility
• Manage service & work
requests on iPad /tablet –
anytime, anywhere
Solution Finder
• SAP Knowledge Central by Mindtouch*
• SAP Jam*
• Integrate with existing knowledge base
• Context-sensitive recommendations
• Easily share content with customers
• EMail
• Phone (CTI)*
• Chat*
• SMS*
• Web self-service portal*
• Branded communities*
• Social Media* (Twitter, FB, Youtube)
Omni-channel Service
Collaboration
• Contextual social collaboration with
integrated feed (native & SAP Jam*)
• Video/Chat via Genband*
Integration
• Native integration with SAP ERP
and SAP CRM, hybris Commerce
• Open API/ODATA Console
Analytics
• Real-time service
performance with pre-built
dashboards
• Embedded reports response
times, handle times, priority and
escalation trends
Productivity
• E-mail Response Management
• Routing and escalation rules
• Workflows, notifications, approvals
• Service Request Management
• Resource Scheduling
• Time Recording
• End-to-End Field Service execution
• Deal Desk execution
• Employee Help Desk
*Additional license required (includes SAP or Partner solution)
Personalization
• Flags
• Tags
• Shelf
• Quick Creates
• User-Defined Fields
• Favorites
15. 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
16. OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING
Seamless Ticket and Case Management
Support :
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
17. 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
18. 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
19. 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
20. 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
21. 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
22. 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
23. 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
24. 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
26. 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
27. SAP HYBRIS REAL-TIME COMMUNICATOR
BY GENBAND
Improve workflow communications
processes by:
Enabling sales, service and business
professionals to instantly chat, video
conference and collaborate in real-time
with their customers and coworkers.
28. REVOLUTIONIZE SERVICE ENGAGEMENTS AND
DELIVER 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, engagment
center 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
29. 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
We have entered into a digital vortex! Unmet needs in the market and in our societies can now be addressed through digital means. Now Consumers want more value for less income. The center of the Digital Vortex symbolizes a “new normal” characterized by rapid and constant change as industries become digital. The Industry that will experience the most digital disruption by 2020 is technology products and services
[Talk track:]
Fundamentally, a number of key things have changed the world of customer service. We all know this from our own personal and professional lives, because everyone of us interacts with customer service organizations day-in and day-out.
First of all, we’re expecting great choice in how to interact with customer service. A study shows that more than half of all U.S. firms offer at least 6 interaction channels for customer service.
Also, we’ve never been more willing to jump ship: Another study revealed that 89% of consumers have stopped doing business with a company after experiencing poor customer service.
Lastly, customers have become much more educated and empowered: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail
[Talk track:]
Customers expect…
to use a broad variety of communication channels to interact with a company
That companies should know what they want before they ask for it
the service agent to be always one step ahead, and the agent should know who I am so that he/she can anticipate my needs
service to be agile – being able to start an interaction in one communication channel and complete it in another
The Consumer Economy, whose customer interaction model was built on the control of information, has given way to the new Digital Economy. This economy is one where customers are digitally connected, socially networked, and better informed than ever before. They have become savvy consumers in their personal lives, and sophisticated buyers at work. They expect to be able to inform themselves, make a purchase, or get assistance on any channel they choose, with each new interaction personalized in the context of the last one. Their tolerance for fragmented experiences is lower than ever. They are very much in control of their own customer journey and expect to be engaged by the companies they do business with.
Talk Track:
Meet your customers in the channel of their choice. Your customers expect to be served at their terms, and through their preferred communication channels. Whether they have a question on a promotion they see on their phone or on a “How To” video they viewed on YouTube,” meet your customers in their preferred communication channels and answer their inquiries seamlessly.
Talk Track:
Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilization. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.
Talk Track:
Value customers through very relevant and timely offers, rewards, discounts, and highly personalized treatment. Empower employees at the point of interaction by giving them access to customer profiles, order history, service history, feedback and preferences to deliver personalized interactions every time.
Talk Track:
Service managers and field service technicians need complete mobile access. Field service agents should be equipped with the tools they need to address customer issues quickly and efficiently. Equip your field agents to look up inventory information and order spare parts right from their smart device on the job. Drive productivity and resolve service requests with the intuitive user interface on mobile devices.
Talk Track:
Your service teams must be closely connected to your entire enterprise. Today, potential customers are already seeking information from companies through service platforms before they make their first purchase decision. Operate as a single brand across channels, orchestrating customer experiences – both pre- and post-sale – across all touch points.
SAP Cloud for Service is deigned to “WOW” the customer, the customer service agent, and the field service technician.
Delivering core customer service in the cloud, SAP Cloud for Service and SAP Cloud for Social Engagement offer intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledgebase as well as your ERP and CRM systems. It also covers:
[SELECT RELEVANT ELEMENTS FROM THE SOLUTION DETAILS BELOW]
Omni-Channel Service
E-mail
Phone (CTI)
Web self-service portal
Chat
Branded Communities
Social Media *
Productivity
E-mail response management
Routing and escalation rules
Knowledge base
Integration with existing knowledge base
Context-sensitive recommendations
Easily share content with customers
Collaboration
Contextual social collaboration with integrated feed
Analytics
Real-time service performance with pre-built dashboards
Embedded reports response times, handle times, priority and escalation trends
Mobility
Manage service requests on iPad – anytime, anywhere
Integration
Native integration with SAP ERP and SAP CRM
Open API
[Talk track:]
These are transformational times for customer service leaders. And presents a huge opportunities to be driving growth for their organizations.
To reap the benefits of this market opportunity, customer service leaders should focus on these five ingredients:
Insight – into the customer as well as into your companies combined knowledge
Every itneraction should be tailored to the customer’s need
Your customers expect to be served at their terms, and through their preferred communication channels
Service managers and field service technicians need complete mobile access
Lastly, customer service must be closely connected to the rest of your enterprise
GO BEYOND CRM WITH SAP hybris and deliver a consistent end to end experience with living, breathing, intelligent systems.