SAP 360 Customer Powered by SAP HANA. Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013

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1 SAP 360 Customer Powered by SAP HANA Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013

2 Empowered Customers are Changing the Rules Digitally Connected Socially Networked Informed 2013 SAP AG. All rights reserved. 2

3 Customer Expectations Continue to Rise Convenience Making my life easier Simple and fast interactions Any time, any place, any device Responsiveness Proactive problem identification and resolution Rapid delivery and execution Immediate response to customer needs Relevance Personalized offers Tailored products and services Helpful information based on individual needs Reliability High quality products Exceptional customer service Accurate, on time delivery 2013 SAP AG. All rights reserved. 3

4 Companies Need to Rethink How to Service Customers Customer engagement with real-time insight is the new business imperative 72% of CEOs rate understanding individual customer needs and response time as a top priority. Source: IBM CEO Study 2013 SAP AG. All rights reserved. 4

5 Get the 360 View of the Customers Real-Time, Anywhere, Anytime Attract and retain more customers while driving profitability and growth Real-Time Insight Real-Time Interactions Real-Time Execution True customer 360 insight with embedded and predictive analytics 1:1 customer engagement with context through Social Channels and on any device Plan and execute effectively and efficiently in the Cloud or On Premise 2013 SAP AG. All rights reserved. 5

6 The New Speed-Driven Culture Provide personalized customer insights React faster to market changes Instant and global exposure in the social world Quickly respond to customer needs 2013 SAP AG. All rights reserved. 6

7 SAP HANA Powers the Customer Revolution Up to 115x search performance A search in a CRM system is the most common use case. Typical searches are for lists, not single items. Improvements in search performance have a direct benefit for user productivity. 100% full search flexibility Consistent search performance, independent of the amount or combination of search attributes for transactional or master data searches. 0 latency insights operational reporting Operational Reporting and Monitoring available in real time, based on granular business data, for business users. Zero latency for insights into current business operations. Up to 10x loyalty processing Fast processing of Member Activities in Loyalty Management. Typical transactional performance in other areas is on par with anydb.. Save up to 50% of database size No database indices required Using HANA Database makes all database indices obsolete. This can save up to 50% of database size in typical customer systems using classical databases. Up to 5x faster call center performance Call Center Performance improved in several areas of processing interactions (e.g. account retrieval and searches for registered product) 2013 SAP AG. All rights reserved. 7

8 SAP is Reinventing the Future SAP 360 Customer Powered by SAP HANA Sell Service Market Engage All sales need from one solution provider (SFA, T&E, customer analytics, transactional data), turn admin time into sales time. customer service from call center to service technician dispatching, 3D asset visualization, billing, From customer insight, social and transactional analytic, to on the fly market segmentation and marketing execution. Engaging customer in business transactions leveraging mobile, social and other channels in real-time at moment of truth. Reaching new customers, segment of one, next generation loyalty and reward. Consumer engagement true social, content (sports, events, shopping preferences) 2013 SAP AG. All rights reserved. 8

9 Sell Sales Focused True 360 view of the customer Social insights, sentiment analysis and sales trends at your finger tips Feeds and team collaboration on demand Sales agility with fast anywhere, anytime access to relevant customer and market insights from all channels More time to sell effectively Focus on the right customers and opportunities Make every customer conversations count Powered by SAP HANA 2013 SAP AG. All rights reserved. 9

10 Service Service Focused Multi-channel serviceassisted, unassisted and social Spare parts available Mobile field service SLA compliance Predictive service Social communities and experts 3D visualization Machine to machine Service is the new Marketing Powered by SAP HANA 2013 SAP AG. All rights reserved. 10

11 Market Market Focused Make better decisions with real-time marketing performance analytics Holistic view of all marketing activities Rich customer data and data accuracy High-speed segmentation Loyalty management Real-time, social and location-based offers 1:1 Powered by SAP HANA 2013 SAP AG. All rights reserved. 11

12 Engage Your Customers Consumer Focused Business Transactions Provide your customers instant access to relevant enterprise data and business transactions through all channels. Personalized Offerings Provide customers with personalized information and offers at the right time and the right place. Mobile and Social Experience Enrich the customer experience through mobile and social engagement. Powered by SAP HANA 2013 SAP AG. All rights reserved. 12

13 SAP 360 Customer is Socially Connected Enhance your 360 customer visibility with real-time social insight, sentiment analysis, and social profiling Increase customer loyalty and build advocacy with social collaboration communities of experts (customers, employees, partner) Leverage customer feedback streams to increase innovation, reduce new product time to market Expand your sales channels and turn Like into Buy with social campaigns, offers and orders SAP AG. All rights reserved. 13

14 SAP Gives Our Customers a Choice Elegant innovation without disruption: SAP 360 Customer True 360 Customer Insight Built on Enterprise Data Cloud Predictive Analytics Social Collaboration Mobility Powered by SAP HANA Real-time Business 2013 SAP AG. All rights reserved. 14

15 Graybar s Story The best practice model is based upon having an ERP system with customer structured data to use in the stratification. That was perfect for us because it would allow us to further leverage our SAP investment to improve profitability. John Mansfield, Vice President, Business Development, Graybar At a Glance Objective Developed a data driven customer stratification model to drive profitability and leverage best practices Solution Co-innovated with SAP to develop SAP customer value intelligence Benefits Increased profitability and more successful customer management 2013 SAP AG. All rights reserved. 15

16 Only SAP Delivers a Total End-to-End 360 Experience for Customers, Anytime, Anywhere Powered by SAP HANA Sell Service Market Engage Customer insights at your finger tips Timely and accurate decisions with realtime customer and product analysis Positively impact pipeline, revenue and demand management Provide service reps and customers with a 360 degree view across all channels Collaborate to solve complex cases, perform preventative activities and drive revenue opportunities React quickly to changing market dynamics Deliver contextually relevant campaigns and programs to a targeted audience target to the signal, not the noise Build sticky customer loyalty Enrich the customer experience through mobile and social interaction Engage customers with in-context, personalized offers SAP AG. All rights reserved. 16

17 Thank You