SELL SMARTER, EVERYWHERE WITH SAP HYBRIS CLOUD FOR SALES Javier Flores SAP Hybris
AWARENESS ACTION INTEREST CONSIDERATION DISCOVERY
CUSTOMERS CONTROL THEIR JOURNEY
DIGITAL DISRUPTS SALES DIGITAL IS DISRUPTING CUSTOMER INTERACTIONS AND HOW WE SELL AND SERVICE 57% <50% 56% Business customers are 57% through their buying process by the first sales call of companies providing mobile access to sales, service & customer data are still not satisfied with their management insight despite investments into analytics THE TRADITIONAL FIELD OF PLAY IS SHRINKING SALES PRODUCTIVITY CONTINUES TO DECLINE 4 10x 35% cost of winning a new customer vs. growing an existing customer of time is spent selling down from 41% (in 2011) 20% Turnover is up 3 points 6 months To complete onboarding
IT S ALL ABOUT THE CUSTOMER EXPERIENCE Realtime Convenience Reliability Relevance
THE CHANGING B2B CUSTOMER 59% DON T WANT TO INTERACT WITH A SALES REP * 57% of the way towards making a decision before reaching out to a potential vendor. *Source: Forrester on B2B
TRADITIONAL AWARENESS SELLING IS OBSOLETE THIS IS NOT YOUR CUSTOMER S JOURNEY ANYMORE! INTEREST DESIRE ACTION
YOUR TOOLS DON T DO WHAT YOU NEED 74% OF CRM DEPLOYMENTS FOR SALES HAVE POOR USER ADOPTION. Source: Chief sales officer insights
SURVEY SAYS: BIG DATA, LITTLE INSIGHTS 82% 25% 61% Interact with customers on more channels than 12 months ago Have consolidated analytics across departments Existing CRM/ERP cannot support vision SAP commissioned research: 900+ Global Execs across Sales, Marketing, Customer Service, and Commerce
SAP HYBRIS INDUSTRY SAP CLOUD FOR CUSTOMER COMMERCE MARKETING SERVICE SALES SAP Cloud for Sales Sales force automation (SFA) solution that empowers sales teams to sell smarter Sell Anywhere, Anytime Turn Insight into Action Sell More, Admin less Know Your Customer REAL-TIME PREDICTIVE ANALYTICS SAP HANA CLOUD PLATFORM, INFRASTRUCTURE, INTEGRATION
WHAT IS: SAP HYBRIS CLOUD FOR CUSTOMER SAP HYBRIS Cloud for Sales SAP HYBRIS Cloud for Service SAP HYBRIS Cloud for Social Engagement SAP HYBRIS Cloud for Customer TRIAL End-to-End mobile solution from Lead to Quote Real-time Analytics Sales collaboration Industry solutions End-to-End mobile solution for field service Customer service across every channel: email, web, phone, social, SMS SAP Hybris Cloud for Service + 1:1 customer interaction through social channels Integrated with Facebook, Twitter, YouTube etc. via SAPSTORE Entry level Digital Cloud CRM for small teams, with sales and service enterprise-grade capabilities Try for 30 days and then upgrade
SAP STRATEGY FOR SALES LEADER SELL SMARTER SELL ANYTIME, ANYWHERE TURN INSIGHT INTO ACTION MORE TIME SELLING LESS ADMIN KNOW YOUR CUSTOMER
SAP HYBRIS CLOUD FOR SALES Supporting the Spectrum of Industries: Manufacturing Consumer Products Services and More Productivity & Personalization Flags Tags Shelf Integration Quick Creates Field Extensions Workflow Groupware Integration Full-Featured support for MS Outlook, Google Gmail and Lotus Notes, Server side via partner (e.g. Office 365) Pre-built integration to SAP ERP & CRM, SAP JAM Partners like InsideView, D&B 360, Xactly & more Mashups with most other apps Collaboration & Social Feeds, Followers and @mentions Internal, Customers, Partners Deal Sites, Social Selling Real-Time & Predictive Analytics Embedded & Custom Dashboards, Forecasting Mash-ups with SAP BW & Business Objects KPIs, embedded & ad hoc reporting Broadcasting Local & Global Administration Platform Sales Marketing Map Views Graphical Views Target Segments, Email Campaigns Promotion Calendar View Mass Activity & Lead Generation Real-time, scalable, powered by SAP HANA Simplified enhancement tools for power users Easily extended for tailored UX and business processes Account & Territory Management Account & Contact Update, Merging, Relationship management 360 Customer Intelligence, Change history Territory management & Alignment Opportunity Management & Insight Easy Lead, Opportunity, Activity Management & timeline Tailored sales methodology, Guided Selling Competitor insight, Partner Management Notes History Visit Management & Execution Complete Activity and Task Management Visit and Route Planning and Execution, Map Views Survey Design and Execution Quote & Order Management Integrated pricing and transactional document creation with SAP ERP or CRM Mobile online & offline order capture CPQ through partners Signature Capture Mobility Complete mobile apps, no extra cost Support for ipad, iphone, Android, Windows Tablet, Apple Watch Responsive UI with Off-line support Business Card Scanner
SELL ANYWHERE, ANYTIME MOBILE FIRST APPROACH Support for iphone, ipad, and Android devices means you ll have more meaningful customer interactions anytime, anywhere The most superior UI/UX in the market Online and Offline capabilities Mobile offline capabilities Mobile access included in license Collaboration support Superior UI/UX ** Native ipad only
ACCOUNT AND CONTACT MANAGEMENT Delivers a holistic view of the customer to keep everyone working from the same page with the ability to capture, monitor, store, and track all critical information about customers, prospects, and partners. Real integration with SAP ERP and SAP CRM providing a consistent view of the customer across the organization Holistic 360 View Maintain satisfaction and loyalty Omni-Channel interaction Focus on your most profitable customers
PRODUCTS The product catalogue is used throughout Cloud for Customer. Products can be added to leads or opportunities, identified by text analysis for tickets, or used as one of the criteria for categorizing and routing customer tickets. Strong links to SAP s Material Master capabilities SINGLE SOURCE OF TRUTH FOR PRODUCTS Native Integration between C4C and SAP back office Leverage your existing investment in Material Master
PRICING MANAGEMENT Different pricing options: Stand alone, ERP/CRM external pricing or ERP/CRM integrated pricing using predefined integration in order to be consistent across all customer interactions. Standard integration for pricing and currency conversion rates with ERP SINGLE SOURCE OF TRUTH FOR PRICES Consistent pricing across all customer interactions Low maintenance cost using standard pricing integration with ERP and CRM
TERRITORY MANAGEMENT Define, create and realign complex territories all through a easy to use user interface. Can manage complex territory rules all through one system. Can integrate with territory definitions in SAP ECC or CRM on premise allowing an organization to leverage existing investment. Easy Quick Territory Realignment Simple to Create Territory Rules Based on Changing Business Requirements Deep Analytics using Territory Dimensions
LEAD MANAGEMENT Manage potential business opportunities with automated tools to qualify, score, route, and nurture in order to convert them into sales. Automatically age leads and notify when they are not addressed. Manage the end to end process of deal management Use predictive application to score and suggest potential deals Improved sales efficiency Streamline the sales process Work in high potential Leads Shorten sales cycles
OPPORTUNITY MANAGEMENT Accurately characterize business opportunities and gain visibility into pipeline health Leverage best practices and collaboration to ensure effective and consistent sales processes Embedded collaboration and feed Flexible sales methodology modelling Comprehensive analytics Increase revenue by winning more deals Improve sales forecasting & outcomes Accelerate deals and improve sales effectiveness with pipeline visibility
SALES PLANNING AND FORECASTING Plan, define, create and edit forecast and quotas based on numerous dimensions. Leverage existing analytics and MS Excel Easily run If-Then analysis leveraging real time data in Cloud for Sales Create Forecast based on multiple dimensions Manage Forecast any time on any device Leverage existing analytics to manage against forecast in real time
ACTIVITY MANAGEMENT View, plan and create activities to manage customer interactions during customer relationship lifecycle across different devices. Receive recommended activities and best content for each buying stage Create consistent engagement models Manage calendar across multiple channels Creation of Multiple Activities at one Shot Easy creation of follow-up documents Quick Appointment creation via ipad
VISIT PLANNING AND EXECUTION Enable your field sales personnel to plan and record site visits and activities while on site at the account. Turn portables into a personal itinerary planner Perform surveys and audits to monitor key areas in stores Manage calendar across multiple channels OPTIMISE VISIT PLANS FOR MOBILE SALES More customer visits, fewer miles Leverage Sale rep time working an area Sales route mapping
SURVEYS Create dynamic surveys with a easy-to-use, intuitive tool that allows you to gain insight by capturing customer information and sentiment anytime, anyplace Available with offline capabilities on the ipad Relate surveys to business objects like visits, activities, opportunities, etc. Create of surveys by the Line of Business Personalize customer surveys Execute surveys in multiple channels Attach surveys to business objects
SALES QUOTATIONS & ORDERS Easy to use fully functional order capture capability to equip your sales team to submit Customer quotations and orders for processing to ERP Order simulation for updated pricing and product attributes Fully integrated to SAP ERP & CRM for pricing & processing Order Transfer and status management Accurate Order Pricing Expedited Order Approval workflow Improved customer service & satisfaction Capture on any device on or offline
SALES ANALYTICS & PREDICTIVE APPLICATIONS Real time standard analysis reporting and predictive analytic applications at the fingertips of the sales team, delivering information when and where it is needed through Interactive dashboards & Homepage landing KPI tiles to view status and initiate drill down analysis Embedded Reports Real time reporting and analysis Easy of use tool to create custom reports by the line of business Internal and External Data Sources Deliver Intelligence where it s needed Improve business decisions Use to Maximise revenue and customer satisfaction INTELLIGENTLY DRIVE SALES THROUGH REAL TIME ANALYTICS
PARTNER CHANNEL MANAGEMENT Effectively drive revenue through your partner channels with partner data management, lead routing, collaborative opportunity management, and partner program management. Intuitive and tailorable user experience for partner users. Simplified program management. Incremental revenue growth Improved value proposition through partner value add Improved sales coverage through extended market reach
SALES MARKETING Orchestrate campaigns and create target groups to turn marketing interactions into sales opportunities Integrated with SAP Hybris marketing and key partners like Marketo One-click creation / Update of target groups from Account & contact data sets. Leverage insights to create target groups Design Campaigns with Trigger for Sales Trigger omnichannel marketing campaigns
EMAIL INTEGRATION Groupware integration allows for the sales rep to easily link their appointments, e-mails, and tasks with their accounts in the Cloud for Sales system, keeping the interactions with the customers up to date. Native support for Outlook, Lotus Notes and Gmail DRIVE YOUR BUSINESS FROM YOUR EXISTING TOOLS Provide sales and service users with familiar and easy to use environment Bi-directional synchronization of: Appointments Tasks - Contacts
COLLABORATION AND FEEDS Native collaborate with Account team Pre-Built integration to SAP JAM Share updates to Accounts, Contacts, Opportunities etc. Collaborate and share content with external participants (customers/partners) Collaboration throughout all SAP application in the business context Leverage the collective genius Improved sales efficiency Always stay up to date KNOWLEDGE & OPERATIONAL BENEFITS Holistic collaboration approach
ADMINISTRATIVE FUNCTIONS Control the system behavior giving system administration tools to business users. This is possible thanks to its easy of use and powerful capabilities Control the system behavior in desktop and mobile devices using the same tools Adapt to the ever changing sales world Deployment of changes in mobile BUSINESS USER ADMINISTRATION DELIVERING AGILITY
WORKFLOW Standard workflows catering to the most popular uses of business automation. These workflows can be used as they are, or adapted to local needs Guided flow for rules creation Flexible notifications to business users AUTOMATE REPEATABLE PROCESSES Streamline Sales, Marketing and Support processes Improve efficiency by eliminating redundant tasks
UX, PERSONALIZATION AND PRODUCTIVITY Easy-to use with built-in social collaboration, tagging, flagging and in-line editing. The Shelf enables sales people to personalize their experience and find important information easily Unparalleled UI/UX of any customer application in the market Consistent look and feel across all tablet, smartphone and browser Improved sales efficiency Tailored experience to fit sales needs INCREASED USER ADOPTION RATES Increased adoption via consumerized user experience
EXTENSIBILITY Create a user interface that works for your business needs with no coding or heavy lifting required. Integrate custom fields with 3rd party solutions as well as SAP ECC or CRM on premise ADAPT THE SOLUTION TO THE BUSINESS NEEDS Customize UI for Changing Business Needs Leverage Custom Fields in Reports Easily Create Mashups to View Data from Other Systems
ANALYSTS AND INFLUENCERS TESTAMONIALS Cloud for Sales is a comprehensive sales application and has been designed with a mobile-first approach. Gartner s 2015 Magic Quadrant for Sales Force Automation highlights that SAP improved its position as a Strong Visionary for Cloud for Sales, advancing in both "Ability to Execute & Completeness of Vision. SAP Hybris Cloud for Sales Forrester CRM, Market Overview: Enterprise SFA Solutions, December 2014 Comprehensive Mobile-First Customer Momentum Effectiveness Gartner, SFA Magic Quadrant, 2015
> 1000 CUSTOMERS
SAP STRATEGY FOR SALES LEADER SELL SMARTER SELL ANYTIME, ANYWHERE TURN INSIGHT INTO ACTION MORE TIME SELLING LESS ADMIN KNOW YOUR CUSTOMER
THANK YOU!