How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

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1 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG

2 Learning Points In this session, we will cover how you can: Benefit from SAP s Multichannel Offering & Roadmap Ensure consistent customer experience across all channels Provide customers with a superior Web experience to boost ecommerce sales and increase customer loyalty

3 Mobile Social Choice Control

4 Customer Managed Relations Everything begins and ends with the customer Channel Consistency Channel Integration Relevant Information Real-time 360 O Customer View Optimized Offers Align Operations True Loyalty Enterprise Loyalty

5 SAPs Multi Channel Solution Online Store Partner Contact Center Social Media Web Mobile Store Kiosk Partner Phone, , Network Chat, Fax Communities, etc. Collect & Target Sales & Marketing Planning Customer Segmentation Products & Pricing Decide & Execute Personalized & contextualized content Multichannel Campaigns Loyalty Management Order Management Order Fulfillment Service Processes Measure, Learn, & Optimize Cross-Channel Visibility & Insight Multichannel Performance Real-time analytics Insight to Action Multichannel Foundation

6 SAP Web Channel Experience Management Consumers Enjoy quick and easy online shopping experiences as well as consistent experiences across all touch points Businesses Leverage powerful and convenient self-services and manage all sales and service interactions from one place Web Channel Managers Easily set up and manage your Web presence with simple, step-by-step Web site management

7 emarketing 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 third-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

8 ecommerce We deliver Comprehensive Order Management Product configuration for powerful configure to order scenarios 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 Drive growth Ensure consistent experience across all touch points Leverage a comprehensive and real-time view of the customer to deliver the best personalized offer

9 eservice We deliver Guided processes for self-navigation Self-service management of accounts Self-service access to all transactions and related status information Service ticket including appointment scheduling 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

10 Launch Raise customer satisfaction by enabling orders through internet and mobile devices SAP Web Channel, SAP CRM, SAP ERP, SAP for Retail +22% revenue increase +41% average purchase value Noticable increase in customer satisfaction

11 Mobile Mobile application support Native iphone/ipad/andriod application with back-end communication based on Web services Common communication layer to back-end systems ensures consistent data regardless of the touch point (desktop or mobile) Reuse of existing back-end data and processes No. 1 downloaded App in Switzerland (iphone) & significant increase in average shopping basket (Swiss Grocer)

12 Further Innovations

13 Further COOP Web Shops Live in 6 months

14 Demo Web Channel Experience Management Mobile

15 Roadmap SAP Web Channel Experience Management further releases Mobile Extension enabling seamless customer experience Social Communities, Social Commerce and Collaboration SAP CRM on HANA roadmap SAP Customer Activity Repository leveraging SAP HANA

16 Key Learnings SAP s Multichannel offering is designed to ensure consistent superior customer experience across all channels SAP Web Channel Experience Management is single platform for both B2C and B2B Web business SAP Web Channel Experience Management covers emarketing, ecommerce, and eservice on one single platform Can be easily extended to the Mobile and Social Channel to allow for a seamless and consistent customer experience Can be easily integrated to Social Customer Engagement to ensure superior customer service and engagement Determine the customer experience you want to achieve plan backwards Make use of your existing investments by extending your SAP Multichannel offering

17

18 THANK YOU FOR PARTICIPATING Please provide feedback on this session by completing a short survey via the event mobile application. SESSION CODE: 0110 For ongoing education on this area of focus, visit

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