Part of the Beyond CRM webinar series, this deck is a webinar to be delivered by John Heald, SAP Hybris, around the omnichannel customer journey and how to deliver service excellence. Agents today require context and real-time customer insight. Go Beyond CRM -with SAP Hybris Service Solutions: http://www.hybris.com/en/service

1. THE FUTURE OF
SERVICE IN THE
OMNICHANNEL WORLD
WITH SAP HYBRIS
BEYOND CRM WEBINAR SERIES:
Thursday, 21 July 2016
13:00 – 14:00 SGT/HKT
15:00 – 16:00 SYD/MEL
10:30 – 11:30 IST

2. DELIVER END-TO-END
SERVICE EXCELLENCE
WITH SAP HYBRIS
JOHN HEALD
Global VP, Solution & Strategy,
SAP Hybris Service

3. CUSTOMERS ARE
CHANGING THE
RULES.
TECHNOLOGY
IS CHANGING
THE GAME.

4. Communities
Sales People
Social
The New Omnichannel Customer Journey
Marketing
Commerce
Billing &
Payment
Service & Support

5. TODAY’S
CUSTOMERS…
AREMORE
EMPOWERED
HAVE
GREATER CHOICE
AREMORE
OPENTOCHANGE
IN TURN, THE WORLD OF CUSTOMER SERVICE
HAS CHANGED…

6. YOU’VE BUILT UP A
CUSTOMER SERVICE CENTER TO
RESPOND TO YOUR
CUSTOMER’S ISSUES.

7. YOU’VE GIVEN YOUR FIELD SERVICE STAFF
PRODUCT TRAINING AND A
COMPLETE TOOLBOX.

8. BUT CUSTOMERS HAVE
MORE CHOICES THAN EVER, SO THEIR
EXPECTATIONS HAVE GONE UP.
THEY EXPECT COMPANIES TO:
BEEASYTODOBUSINESSWITH BEBETTER
INFORMED
THANTHEYARE
BEONESTEP
AHEADOFTHEM
BEPRESENT
WHERETHEY
HANGOUT

9. TO CLOSE THIS GAP,
CUSTOMERS NEED
MORE OPTIONS
TO RESOLVE THEIR ISSUES
THROUGH
ANY CHANNEL

10. AGENTS NEED
CONTEXT, AND REAL-TIME
CUSTOMER INSIGHT
THROUGHOUT THE ENTIRE
CUSTOMER JOURNEY

11. FIELD SERVICE EXPERTS NEED
SCHEDULING, PARTS MANAGEMENT, AND
COLLABORATION
WITH EXPERTS ON THE JOB.

12. AND MANAGERS NEED
OPERATIONAL
INSIGHT
AND THE ABILITY TO
WORK ANYWHERE,
ANYTIME.

13. DELIVER CONSISTENT, CONTEXTUAL,
AND RELEVANT EXPERIENCES
REGARDLESS OF CHANNEL OR DEVICE
THROUGHOUT THE CUSTOMER
JOURNEY.
YOUR COMPANY SHOULD…

14. MEETING Customer
Expectations
vs
EXCEEDING Customer
Expectations
GO BEYOND CUSTOMER EXPECTATIONS

15. TRANSFORM YOUR SERVICE OFFERINGS
After Sales Support
Assisted ServiceUnassisted Service
 Online Self Service
 Support Communities
 Knowledge Management
 Chat/Video chat
 Voice
 Call Back
 Email
 Social channels
Support During
Buying Process

16. DELIVER END-TO-END SERVICE EXCELLENCE
Field Service
Engagement Center
Self Service

17. AND BECOME A
REVENUE ENGINE
FOR YOUR
BUSINESS.
KNOW YOUR
CUSTOMERS AND
INCREASE
RESPONSIVENESS
OF AGENTS

18. ENGAGE IN CONTEXT, IN REAL-
TIME, ACROSS THE CHANNELS
YOUR CUSTOMERS WANT.
BRING TOGETHER MARKETING, SALES,
COMMERCE, AND CUSTOMER SERVICE.
DRIVE CUSTOMER CENTRIC
DIGITAL TRANSFORMATION IN
YOUR FRONT OFFICE.
GO
BEYOND
CRM

19. EXPERIENCE MANAGEMENT
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Service Solutions Self-Service, Contact Center and Field Service
solutions that create end-to-end service
excellence
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 AND
DELIVER END-TO-END SERVICE EXCELLENCE

20. 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

21. 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.

22. 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

23. 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.

24. 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.

25. SAP HYBRIS SERVICE PORTFOLIO

26. DELIVER A SEAMLESS
SERVICE EXPERIENCE
END-TO-END
THROUGHOUT THE
ENTIRE CUSTOMER
JOURNEY
SAP Hybris Service Engagement Center
SAP Hybris Self Service Solutions enabled via
SAP Hybris as a Service Platform
SAP Hybris Cloud for Service
SAP CRM
SAP Contact Center
SAP CRM Service Manager
SAP Multiresource Scheduling
SAP 3D Visual Enterprise
SAP Jam Communities
SAP Jam Collaboration
SAP Hybris Knowledge Central by Mindtouch
SAP Hybris Real-Time Communicator by Genband
SAP HYBRIS SERVICE

27. 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

28. COLLABORATIVE 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
 Allow authoring and collaboration across
users

29. STATIC KNOWLEDGE MANAGEMENT
Bring static information to life:
 Make manuals searchable
 Online enablement of stored content
 Provide relevancy of information to the
agent and the customer
 Analysis of content, to ensure efficiency
of deployment
 SAP Hybris Knowledge Central by
MindTouch

30. 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

31. 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

32. 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

33. 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

34. 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

35. 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

36. 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

37. 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

38. 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

39. 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

41. If you make a sale, you can make a living.
Jim Rohn
If you make an investment of time and good service in a customer,
you can make a fortune

42. THANK YOU!