Delivering Great Service in the Field Means Happy Customers!

November 2017
John Heald, Global Vice President, SAP Hybris Service
Delivering great service in the field means happy customers
How can you ensure your people deliver a first-class service every time?

2© 2017 SAP SE or an SAP affiliate company. All rights reserved.
CUSTOMERS
ARE CHANGING
THE RULES.
TECHNOLOGY
IS CHANGING
THE GAME.
The World Has Changed

Fill in the blank:
frustrated
annoyed
irritated
happy?
unsatisfied
When I contact customer service I feel ___________.

Fill in the blank:
frustrated
annoyed
tired
happy?
unsatisfied
When I work in customer service I feel ___________.

Service Management – a Key Topic in Customer Experience
* Source: BCG – The Boston Consulting Group: “Creating Value for Machinery Companies Through Service”, May 2014
78%
of Industrial Equipment &
Technology companies
experienced growth in service
revenues.
Source: Technology Services Industry Association (TSIA), 2015
63%
of organizations state their
service margins are the same
or better than those delivered
by products.
Source: The Service Council Data, 2014
27%
of organizations indicate that
their service contributes 40%
or more to their total revenue.
Source: The Service Council Data, 2014
“Service is the
new Marketing!”
Faster
Growth Rates
Service Sales outperforms
Equipment Sales
Greater
Predictability
Stronger
Resilience
Higher
Profitability

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
Optimize schedule and
resource assignment
Advance shipment of
parts
PLANNING &
RESOURCE
SCHEDULING
Parts confirmation,
ordering and returns
Van Stock, Parts
catalog, Barcode
scanning
Time Recording and
Expenses
Measurement
readings
Work Instructions
Visit reports and
signatures
FIELD SERVICE
EXECUTION &
CONFIRMATION
Billing
Cost allocation and
revenue recognition
Parts logistics
Real-time reporting
and KPI’s
FINANCE,
LOGISTICS &
ANALYTICS
Manage customer
installations
Manage service
contracts, warranty,
and entitlements
Schedule preventive
maintenance plans
QUOTE &
SERVICE
CONTRACT
Routing, queuing and
escalation
Remote monitoring &
alert analysis
Predictive maintenance
and service
Augmented reality
support
IOT & REMOTE
SUPPORT

What Makes Customers Happy With Service and Support?
How easy is it to contact your customer
service?
When your customers talk/chat with your
agents, how great is the experience?
If the customer reports an issue, how
quickly do you resolve it?
How reliable are you at arriving on time
promise, and how do you keep customer
informed?
How prompt are the field team, and how
often do they solve at first visit?

What Makes Agents Happy to work in Service and Support?
How easy is it to help your customers?
When your agents engage with customer,
how much understanding do they have?
If an agent finds an issue, how long until
the infomation is shared across the
organisation?
How reliable are you at arriving on time
promise, and how do you keep customer
informed?
How often do the field team have to
revisit?

Make Customers Happy with SAP Hybris Solutions For Service
Experience management
Commerce Marketing SalesService
Data and process management
Platform, infrastructure, integration
Revenue
Omnichannel
Engagements
Personalized
Interactions
Mobility End to EndQuick
resolutions

EMBRACE ALL CUSTOMER TOUCHPOINTS
Field ServiceEngagement CenterSelf Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS

Meet your customers in the channel of their
choice
§ Serve customers on their terms through their
preferred communication channels.
§ From a community, to a video chat, to a
knowledge site, meet customers in the
environment they prefer to interact in and
answer their inquiries seamlessly from channel
to channel
§ Allow customers to self serve, request info
themselves, to speed up process
Omnichannel engagements

Empower employees at the point of
interaction
§ With access to customer profiles, order
history, asset ownership, service history,
feedback and channel preferences, enable
your agents to deliver know your customers
§ Use past service engagements to offer
relevant and timely offers, rewards,
discounts, and personalized treatment
§ With embedded reports and analytics,
improve operational efficiency and measure
performance and in real-time
§ IoT Insight and Machine Learning predictions,
to give insights into customer journey
Personalized interactions

§ Increase first contact resolution by providing
your contact center agents with the relevant
customer and product information
§ Use collaboration tools and knowledge bases, to
tap into the enterprise wide knowledge, instantly
§ Empower remote support, with video chat and
augmented reality
§ Improve first time fix rates in the field by
allocating the right resources, equipment and
parts to get the work done right
§ Utilize Internet of Things for faster resolution and
failure prevention
Quick Resolutions

§ Allocate the right resource, individual, team,
machine and parts, with appropriate skills and
certifications
§ Update in real time, to ensure compliance to all
constraints
§ Proactively update the customer, to manage
expectations
§ All pre ordered items are delivered in time to
allow the agent to finish the job whilst there
Allocation

§ 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.
§ Allow all service managers to have a 360 degree
view of their organization, wherever they are.
Mobility

§ Drive relevant, contextual experience across
all customer touch points: sales, marketing,
commerce, service and billing
§ Integrate all customer facing processes with
the back-end to deliver on your customer
promises
§ All agents, both call center and field, are able
to actively engage with customers with
relevance
§ Customers expectations can be managed,
leading to happier customers, and happier
employees
§ Better profitability for the business, higher
salaries for employees
End to End

Let’s Recap:
Omnichannel
engagements
Personalized
interactions
Quick
resolutions
Mobility End to End
Happy customers
Allocation

Let’s Recap:
Omnichannel
engagements
Personalized
interactions
Quick
resolutions
Happy Agents
Mobility End to End
Allocation

How is digitalization
changing customer and agents
experience?

Shaping Service Management through Digitalization
From Reactive to Predictive Service Management
Preventive
There is an growing trend of organizations to
leverage machine data for better business insights
Condition-
based PredictiveReactive

Things Processes
Application
Platform
IoT
Applications
2. Predictive analytics
Equipment health, remaining lifetime,
demand and supply forecast, time of
arrival
1. Live insights
Condition monitoring,
location, environment, usage,
consumption
3. Optimize processes
Lower maintenance cost, higher
efficiency, reduced waste, fewer
claims, faster response, shorter
cycles
4. New business models
Usage-based pricing, product-as-
a-service
From things to outcomes

Re-Imagine you could
Business Models
§ New ways to reach
customers & prospects
§ Outcome based business
§ Platform business
§ Enter new industries &
markets
Business Processes
§ Collapse cycle times
§ Accelerate innovation
cycles
§ Intelligent process
§ Lean processes
§ B2B collaboration
Usage
§ Consumer grade user
experience
§ Self service
§ Real-time collaboration
§ People-Machine Collaboration
§ Cognoitive world & AI
OPTIMIZE EXTEND VALUE INNOVATE

Fill in the blank:
When I contact customer service I feel ___________.
HAPPY

Fill in the blank:
When work in service I feel ___________.
HAPPY

If everything seems under
control….
…you are not going fast
enough.
~Mario Andretti

John Heald
Global Vice President
SAP Hybris Service
Thank You!

Delivering Great Service in the Field Means Happy Customers!

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Delivering Great Service in the Field Means Happy Customers!