SAP Hybris Service. Service Management with SAP Hybris Service: Vision and Road Map

Transcription

1 SAP Hybris Service Service Management with SAP Hybris Service: Vision and Road Map EVERY TOUCH POINT. EVERY CHANNEL. END-TO-END. THROUGHOUT THE ENTIRE CUSTOMER JOURNEY. PROVIDING A CONSISTENT DIGITAL AND PHYSICAL CUSTOMER SERVICE EXPERIENCE BLENDING UN-ASSISTED AND ASSISTED CUSTOMER SUPPORT BRIDGING THE GAP BETWEEN FRONT OFFICE AND BACK OFFICE

2 LEGAL DISCLAIMER This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 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 assumes no responsibility for errors or omissions in this document, and 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 this document. This limitation shall not apply in cases of intent or gross negligence

3 WEB MOBILE IN STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACE IOT SOCIAL SMS/ NOTIFICATION SEARCH ADS / SEO DIGITAL ADS PRINT EXPERIENCE MANAGEMENT COMMERCE BILLING MARKETING SERVICE SALES DATA MANAGEMENT PRODUCT CUSTOMER PLATFORM, INFRASTRUCTURE, INTEGRATION SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS

4 WEB MOBILE IN STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACE IOT SOCIAL SMS/ NOTIFICATION SEARCH ADS / SEO DIGITAL ADS PRINT EXPERIENCE MANAGEMENT COMMERCE BILLING MARKETING SERVICE SALES DATA MANAGEMENT PRODUCT CUSTOMER PLATFORM, INFRASTRUCTURE, INTEGRATION SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS

5 Go beyond Customer Expectations and deliver end-to-end SERVICE EXCELLENCE CREATE INCREASE CONNECT DELIVER a consistent, omni-channel experience across the entire customer journey productivity and responsiveness of your agents in a call center or in the field the right resources with the right parts at the right time exceptional customer service through every channel

6 SAP Hybris Service Omni-channel customer service throughout the entire customer journey OMNI-CHANNEL CUSTOMER ENGAGEMENT SERVICE EXECUTION/ DELIVERY [C4C] Chat/video chat voice/call back Co-browsing (screen sharing) Social channels lot Remote Monitoring Service Management Ticketing and Workflow Case Management Contract/Warranty Self service LOW TOUCH SERVICE Unified communication , sms Online communities (SAP Jam) Knowledge base (SAP Jam) Engagement/ contact center Service Operation Repair/Depot repair Scheduling/Resource optimization Parts management (Predictive) Maintenance Field service HIGH TOUCH SERVICE Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts

7 SAP Hybris Service: Module View INTERACTION CHANNELS & TOUCH POINTS SELF SERVICE (contextual online & mobile customer support) SUPPORT COMMUNITIES (powered by SAP Jam Communities) KNOWLEDGE BASE (SAP JAM or Partner solution) ENGAGEMENT CENTER (contextual unified communication) SERVICE MANAGEMENT (Ticket & case management) FIELD SERVICE (incl. offline/online mobile) [C4C] [C4C] PLATFORM, INFRASTRUCTURE, INTEGRATION

8 SAP Hybris Service Omni-channel customer service throughout the entire customer journey OMNI-CHANNEL CUSTOMER ENGAGEMENT SERVICE EXECUTION/ DELIVERY [C4C] lot Remote Monitoring Self service LOW TOUCH SERVICE Chat/video chat voice/call back Co-browsing (screen sharing) Social channels Unified communication , sms Online communities (SAP Jam) Knowledge base (SAP Jam) Engagement/ contact center Service Management Ticketing and Workflow Case Management Contract/Warranty Service Operation Repair/Depot repair Scheduling/Resource optimization Parts management (Predictive) Maintenance Field service HIGH TOUCH SERVICE Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts

9 COMPREHENSIVE SAP CLOUD FOR CUSTOMER PORTFOLIO SAP Cloud for Sales with Marketing SAP Cloud for Service

10 SAP HYBRIS CLOUD FOR SERVICE WEB MOBILE SOCIAL SMS/ NOTIFICATION IOT CHAT CONTACT CENTER OMNICHANNEL SUPPORT SELF-SERVICE SOCIAL SERVICE SERVICE ORDER MANAGEMENT RESOURCE SCHEDULING MOBILE CUSTOMER SERVICE FIELD SERVICE KNOWLEDGE SOCIAL COLLABORATION SALES ANALYTICS SAP HANA CLOUD PLATFORM UNIFY THE CUSTOMER VIEW Develop a holistic customer view and enable complete context CLOSED LOOP ENTERPRISE PROCESSES End-to-end integrated process automation OPEN FRAMEWORK Leverage existing solutions, partners, or build your own Demo

11 What s New in Cloud for Service 1602 & Overview CUSTOMER SERVICE Workflow Live Activity Templates Analytics Social Media FIELD SERVICE Installed Base Ticket enhancements Van Stock Contract Time Entries & Time Reporting Mobile Offline Resource Scheduler ECC Integration

12 LEGAL DISCLAIMER This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 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 assumes no responsibility for errors or omissions in this document, and 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 this document. This limitation shall not apply in cases of intent or gross negligence

13 SAP HYBRIS CLOUD FOR SERVICE ROADMAP RECENT INNOVATIONS PLANNED INNOVATIONS FUTURE DIRECTION AGENT EXPERIENCE Responsive UI with offline capabilities Support for guided ticket creation (via SDK) COMMUNICATION CHANNELS Instagram via Sprinklr integration (beta) Messaging apps via Nexmo (beta) ASSETS & PARTS Map view of ibase and registered product Offline measurements Van stock WORK PLANNING & EXECUTION Support for employee working times FINANCE & CONTRACTS Multiple contracts per ticket SERVICE CORE Ability to share PDF via notification Workflow support for custom actions SERVICE ANALYTICS Contract analytics 2015 SAP SE or an SAP affiliate company. All rights reserved. AGENT EXPERIENCE Optimized responsive UI for smart phones Add notes and service categories offline Enable offline surveys COMMUNICATION CHANNELS Sprinklr integration Customized response templates ASSETS & PARTS Further enhancements to van stock WORK PLANNING & EXECUTION Asset-centric scheduling & Tool planning FINANCE & CONTRACTS Enhancements to Time Entries SERVICE CORE Workflow support for ERP release Enhancements to PDF summaries SERVICE ANALYTICS Enhancements to ticket data sources AGENT EXPERIENCE Mobile customer service on Responsive UI Integration to YaaS Engagement Center COMMUNICATION CHANNELS Integration to consumer self service ASSETS & PARTS Barcode/QR code scanning IoT integration WORK PLANNING & EXECUTION Tools management Enhanced resource scheduler options FINANCE & CONTRACTS Quantity and Value-based contracts Offline pricing S/4HANA integration SERVICE CORE Employee skills management SERVICE ANALYTICS Utilization and time-to-fix reporting This presentation and SAP s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 13

14 THANK YOU Werner Schmidt contact: