SAP Web Channel Experience Management 1.0 Overview. Jack Nehmer Solution Management SAP

Transcription

1 SAP Web Channel Experience Management 1.0 Overview Jack Nehmer Solution Management SAP

2 Agenda Business Environment SAP Web Channel Experience Management 1.0 E-Commerce & E-Marketing E-Service Analytics & Platform Summary

3 Business Environment

4 Executives Are Faced with New Realities and Must Be Responsive HANSENG CEO s mandate Mitigate revenue and profitability risk DJIA Rapidly reduce operating costs Survive and emerge as a leader in the long run VP of e-commerce Immediately: Increase conversion rates to capture maximum revenue, make reliable commitments, and reduce cost of sales Long-term objective: Grow revenue and market share VP of Marketing Immediately: Engage customers with rich, personalized experiences and improve market spend via deep customer intimacy Long-term objective: Increase market share and mindshare VP of Service Immediately: Empower customers to easily solve problems, reduce cost of service, and retain high value customers Long-term objective: Transform from a cost to a profit center 2011 SAP AG. All rights reserved. 4

5 Today s customers are empowered like never before Transparency Democratization of information Variety of touch points Customer Social networking and communities Implications Shift in negotiation power from Vendors to Customers Evolution from Relationship Management to Total Experience Management New communications and interaction channels to manage on top of traditional ones Greater needs for adaptability and responsiveness 2011 SAP AG. All rights reserved. 5

6 Increase profitability and reduce your cost of sales and support Improve customer experience, strengthening customer loyalty Expand market reach and prepare for growing globalization Reduce costs and increase profitability while driving additional revenue Lower total cost of ownership through end-toend, integrated processes E-commerce's role in CRM continues to increase as organizations adopt elements of social, community and emerging mobile shopping capabilities; therefore, organizations must develop an e-commerce strategy that is in line with their overall CRM vision to be successful. Gartner, Magic Quadrant for E-Commerce, May 2010 Delivering excellent online customer experiences is essential to expanding market reach and engaging customers 2011 SAP AG. All rights reserved. 6

7 Strong Investment in the Web Channel SAP s Next Generation Web Channel Solution New SAP CRM Web Channel Enablement SAP Web Channel Experience Management Proven Web channel solution with a 10+ year history including strong customer momentum across industries Major investment building a new Web channel platform and solution built from the ground up using the latest Web standards and functionality 2011 SAP AG. All rights reserved. 7

8 SAP Web Channel Experience Management provides a complete range of Web channel processes Web Channel Analytics E-Marketing Leverage the Internet as a valuable sales, marketing and service channel for businesses and consumers E-Marketing Customer E-Commerce E-Service E-Commerce E-Service Web Channel Analytics 2011 SAP AG. All rights reserved. 8

9 Paradigm Shift Single Web Channel Platform - Sales, Service & Marketing From silos to integrated and consistent customer experience E-Commerce Find product in Web Shop Receive price and stock info Register, complete checkout E-Silos E-Marketing Search for product Check product details Receive news letter promoting product just bought E-Service Click on Support Find forum dealing with product Register and post question in forum Check order status Single Platform Web Channel EM Search for product Check product details incl. price and stock info Review forum posts in product details page Register and post question Add product to cart, receive relevant cross/up sell items in real time Checkout using existing log on, offering option to register product Suggest relevant news letters based on purchase Check order status Push latest updated FAQ on product and new accessory item 2011 SAP AG. All rights reserved. 9

10 Web Channel Experience Management 1.0

11 A Single E-Commerce, E-Marketing & E-Service Platform For Everyone Consumers Enjoy quick and easy online shopping experiences as well as consistent experiences across all touch points Businesses Leverage powerful and convenient self-services & 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 2011 SAP AG. All rights reserved. 11

12 Ready-To-Run Solution Building On The Enterprise Ecosystem CRM Predefined best practice processes Standard UI and navigation flow Multi-language multi currency Run multiple applications on one platform Fully tested application templates (security, accessibility) Built-in enhancement concept Configuration Navigation Pages & Views Styling & UI ERP Lead Partner Integration Customer Service Pricing Billing Product Configuration Delivery Order Processing Order Quote Contract Service Request Products Web Channel Pricing Billing Product Configuration Returns Processing Account Management Campaigns Product Recommendations Loyalty Management ATP Product Substitution Production Scheduling Returns Processing SCM 2011 SAP AG. All rights reserved. 12

13 A Single E-Commerce, E-Marketing and E-Service Platform Web Channel Enablement Separate deployments Web Channel Experience Management Common, configurable application B2B Shop B2C Shop B2B E-Service B2C E-Service Web Channel New B2B UI B2C UI B2B UI B2C UI Common UI B2B User Mgmt. B2C User Mgmt. B2B User Mgmt. B2C User Mgmt. User Mgmt. Service Request Returns Complaint Backend Cart Java Cart Service Request Service Request Shopping Cart Checkout Order Mgmt. Product Registration Payment Payment Complaint Complaint Payment Campaigns Store Locator Forum Product Catalog Checkout Installed Base Product Registration Product Catalog Solution Search... Service Contract... Product Catalog Campaigns SAP AG. All rights reserved. 13

14 SAP Web Channel Experience Management Enjoyable User Interface Interactive User Interface Innovative interfaces leveraging Web 2.0 technologies to deliver highly interactive shopping and support experiences Engaging product presentations modes Rich product detail view (e.g. multi-media, attachments) Enhanced smart search capabilities Guided navigation for enjoyable experiences Benefits Brand differentiation via excellent online customer experiences Increase online conversion rates Drive traffic to more cost effective channel Grow customer loyalty 2011 SAP AG. All rights reserved. 14

15 Highly Interactive and Relevant E-Commerce and E-Marketing Experiences We deliver Innovative user interfaces for highly interactive shopping experiences Community-generated product ratings and reviews Enhanced payment methods through easy integration of payment service providers Powerful catalog management to create, target, and manage content Consistent customer experiences via multichannel integration So you can Differentiate customer online experiences Drive Web site traffic and user adoption Increase conversion rates and customer loyalty 2011 SAP AG. All rights reserved. 15

16 Engaging Product Catalog Enriched Product Catalog Management Key Benefits Expand market reach with lower cost online marketing campaigns Deliver relevant and compelling offers Empower customers to enrich their own experiences via subscriptions 2011 SAP AG. All rights reserved. 16

17 Product Ratings and Reviews Product Ratings and Reviews Capture customer ratings and reviews Enrich the customer experience with community insight Monitor & manage community content Benefits Build trust and credibility Increase conversion rates Gain customer insight 2011 SAP AG. All rights reserved. 17

18 and Web Campaigns and Web Campaigns Create targeted and personalized and Web campaigns and monitor success Multi-channel campaign management to consistently manage and Web campaigns across customer interaction points Campaign execution enables users to manually enter campaign codes and can also happen automatically in the product catalog and the shopping cart Discounts are dynamically displayed in the product catalog, shopping cart and during checkout Target groups can be used to personalize campaigns in order to address specific customer segments Newsletter subscriptions provides customers with the ability to easily subscribe and unsubscribe Benefits Expand market reach with lower cost online marketing campaigns Deliver relevant and compelling offers Empower customers to enrich their own experiences via subscriptions 2011 SAP AG. All rights reserved. 18

19 Friendly, Proactive, and Helpful E-Service Experiences We deliver Guided processes for selfnavigation Self-service management of accounts Service requests including appointment scheduling Service contract management Complaints and returns management Online product registration Knowledge management connectors to deliver community forums and selfservice 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 2011 SAP AG. All rights reserved. 19

20 Account Self-Service Account Self-Service Empower customers with a personalized support homepage and streamlined user registration and account management Customer account homepage Comprehensive view of transaction history Customer product portfolio, contracts, etc. Featured support topics Benefits Deliver compelling experiences with a personalized customer homepage Proactively deliver helpful information to customers Streamline user registration and account management 2011 SAP AG. All rights reserved. 20

21 Web Channel Analytics Web Channel Analytics Enables organizations to gain insight into, analyze, and act on e-business operations and trends Sales analysis allows organizations to analyze sales figures and sales-related information on their Web Channel application Service analysis enables organizations to evaluate the operational performance of their service efforts as well as analyze profitability to support differentiated levels of service Technical analysis allows to analyze the technical parameters and performance of a Web Channel application Benefits Link insight to action Increase conversions and lower drop-off rates Drive more effective self-service Make adjustments and optimize business as your needs evolve 2011 SAP AG. All rights reserved. 21

22 Deploy, Configure, and Extend Web Channel Platform We deliver Step-by-step Web site setup and maintenance by business users Modular architecture enables organizations to flexibility configure the site as business needs change Flexible site extension for site customization via common Web design tools and a flexible UI framework Delivered with professional development tools (NWDI) and enhancement concept Complete, integrated business processes So you can Reduce TCO and time to market Set up and configure your Web presence Make adjustments to Web sites as needs evolve 2011 SAP AG. All rights reserved. 22

23 SAP Web Channel goes Mobile Success with Mobile Commerce enabled by Partners Mobile application support Native iphone application with backend communication based on web services Common communication layer to backend systems ensures consistent data regardless of the touch point (desktop or mobile) Reuse of existing backend data and processes Solution certified on SAP EcoHub (Swiss Grocer) 2011 SAP AG. All rights reserved. 23

24 Focus Topics of Future Innovation Web Channel Analytics E-Marketing Web Channel Common UI Customer User Mgmt. Shopping Cart Service Request Checkout Installed Base Order Mgmt. Complaint Product Registration E-Service E-Commerce Payment Campaigns Partner Module Forum Product Catalog Solution Search Newsletter... SAP Web Channel Core Enhancements FUTURE DIRECTION Release 1.0 Ramp-up: July 2011 Generally Available Expected: Q Development Approx. 6 months Release 2.0 Ramp-up Generally Available Development Approx. 6 months Release X Development Mobile / Social / Industries Development 2011 SAP AG. All rights reserved. 24

25 Summary

26 Why SAP Web Channel Experience Management? Interactive, Innovative & Rich User Experiences Consistent Customer Experiences Across All Customer Touch Points Comprehensive E-Commerce, E-Marketing and E-Service on a Single Platform Robust, highly scalable and easily customizable Web Channel Platform Intuitive for Business Users to Setup, Manage and Extend Web Sites Ready for global rollout Currently in Ramp Up! 2011 SAP AG. All rights reserved. 26

27 Thank You! Contact information: Jack Nehmer Suite Solution Management, SAP

28 2011 SAP AG. All rights reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages SAP AG. All rights reserved. 28