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Delivering Real-Time Business Value for Passenger Travel and Leisure

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This deck is a SoH Executive positioning document in 3 parts for Passenger Travel and Leisure

This deck is a SoH Executive positioning document in 3 parts for Passenger Travel and Leisure

Published in: Business, Technology

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  • 1. July 2013 Delivering Real-Time Business Value for Passenger Travel and Leisure SAP Business Suite Powered by SAP HANA Public
  • 2. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public The Internet and social media have created smarter and choosier consumers who expect more personalized choices. Travel and leisure companies have to innovate continuously to align business operations with customer needs:  Engage and align with the needs of end consumers  Respond rapidly to evolving trends to seize new opportunities  Run efficient and cost-effective processes while remaining flexible and agile The real-time opportunity
  • 3. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 3Public Engage and align with the needs of travelers  Predict trends and evolving customer needs  Gain customer intimacy and a 360-degre view of the passenger  Provide personalized offers to target segments Respond to market dynamics in real time  Leverage all touch points – such as Web, social media, mobile, and so on – to connect to your customers in real time  Improve loyalty and brand reputation through instant and personalized responses Drive profitable growth with streamlined operations  Simplify interaction and engagement with travelers across all channels in sales, marketing, and service  Leverage analytics to manage operations better to control costs and profitability Becoming an innovation-driven enterprise Align business operations with customer needs
  • 4. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 4Public SAP Business Suite, powered by SAP HANA The next-generation business platform Real-time business In-memory Business transactions Digital connections Collaborative business CloudSocial Big DataMobile One platform bringing it all together Advanced analytics
  • 5. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 5Public Industry value map for passenger travel and leisure Servicing the next-generation traveler Customer Service and Interaction Loyalty Management Multichannel Customer Service Strategic Demand Management Business Planning and Consolidation Fuel Management Network and Route Performance Management Operations and Asset Management Maintenance Repair and Overhaul Operational Risk Management Real Estate Lifecycle Management Multichannel Sales and Marketing Multichannel Marketing Sales Force Automation Multichannel Booking Technology Solutions Analytics Consumer ExperienceData Management Application Development and Integration Enterprise Mobility SAP HANA Platform People and Talent Core Human Resources and Payroll Talent Management Time and Attendance Management Workforce Planning and Analytics Finance Financial Performance Management Accounting and Financial Close Treasury and Financial Risk Management Collaborative Finance Operations Enterprise Risk and Compliance Management Procurement Supplier Discovery and Lifecycle Management Strategic Sourcing and Contracting Procurement and Order Collaboration Collaborative Invoice to Pay IT Management Application Lifecycle Management IT Infrastructure Management IT Portfolio and Project Management IT Service Management IT Strategy and Governance Billing and Revenue Innovation Management
  • 6. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 6Public Industry value map for passenger travel and leisure Real-time value for key end-to-end processes Customer Service and Interaction Loyalty Management Multichannel Customer Service Strategic Demand Management Business Planning and Consolidation Fuel Management Network and Route Performance Management Operations and Asset Management Maintenance Repair and Overhaul Operational Risk Management Real Estate Lifecycle Management Multichannel Sales and Marketing Multichannel Marketing Sales Force Automation Multichannel Booking Technology Solutions Analytics Consumer ExperienceData Management Application Development and Integration Enterprise Mobility SAP HANA Platform People and Talent Core Human Resources and Payroll Talent Management Time and Attendance Management Workforce Planning and Analytics Finance Financial Performance Management Accounting and Financial Close Treasury and Financial Risk Management Collaborative Finance Operations Enterprise Risk and Compliance Management Procurement Supplier Discovery and Lifecycle Management Strategic Sourcing and Contracting Procurement and Order Collaboration Collaborative Invoice to Pay IT Management Application Lifecycle Management IT Infrastructure Management IT Portfolio and Project Management IT Service Management IT Strategy and Governance Billing and Revenue Innovation Management Highest real-time business value for passenger 1 2 3 4 5
  • 7. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 7Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Network and route performance management Business value for profitability and cost analysis  Data latencies and processes delays that impact the ability to react to issues and opportunities  Lack of data depth and user self- service that affect internal decision making  Siloed systems that suboptimize their planning domain, demanding manual intervention to align plans across systems  Substantial amount of effort (time spent) not directly adding value  Suboptimal resource efficiency and effectiveness  Ability to analyze and predict profitability along any dimension to make decisions quickly, based on actuals  Flexible modeling and what-if scenario support  Real-time planning on top of existing data systems, ensuring flawless plans for all parties  Leaner processes from data capture through data analysis  Increased productivity through process-optimized analytics and mobile support Increase profitability of flights and routes across the network Improve Minimize flight and ground operations operating costs With SAP Business Suite on SAP HANA
  • 8. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 8Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Maintenance, repair, and overhaul (MRO) Business value for asset operations and maintenance  Difficulty in analyzing large volumes of operational service data to identify root causes of asset failures and downtimes  Delayed maintenance for updating multiple systems for flight configuration, log recording, spares, maintenance, and certificates  Limited analytics of maintenance records  Size of data on wear-down profiles on assets too large and complex for reliable failure statistics  Real-time monitoring of service operations, service levels, and field resource utilization  Real-time rescheduling of field resources  Use of mobile devices to combine data across multiple data sources such as work order, parts tracking, work recording, inspection, and documentation  Fast access and analysis of real-time service data from different sources  Predictive analysis on sensor data from connected assets Improve service-level performance Increase Increase maintenance turn- around time asset utilization and reduce unplanned asset downtime With SAP Business Suite on SAP HANA
  • 9. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 9Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Multichannel marketing (business to consumer (B2C)) Business value for multichannel marketing management  Inability to capture market opportunities as they occur  Difficulty in distinguishing profitable customers in the customer pool  Inability to data-mine social media and internal customer data to exploit it for customer segmentation and real-time personalized offers  Spread of data across different data sources that prevents a true 360- degree view of the customer  Event-driven marketing automation to orchestrate in- and outbound activities  Easy identification of profitable customers with account intelligence analytics  Real-time analysis of Big Data to understand preferences and buying patterns better  Real-time access and assembly of sentiments from social channels  One central platform for collecting all customer data from various channels, sources, and tools  Precision marketing to personalize every interaction with the customer Improve profitability by 0.5% Optimize Increase return on marketing investments by 10% customer satisfaction With SAP Business Suite on SAP HANA
  • 10. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 10Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Customer service Business value for multichannel customer service  High volume of customer records and interactions resulting in increased search times when handling customer inquiries  Customers demand consistent service across channels  When responding to social media queries, service reps struggle to get all relevant customer information  Limited ability to resolve customer issues successfully, because companies are unable to analyze and resolve root causes of problems quickly  Quick identification of customers and a complete 360-degree view of customers in real time  Provision of self-service capabilities to customers  Faster routing of all inbound communications to the best resource  Lightning-fast, Google-like customer search  Ad hoc and advanced, real-time analytics as a basis for more effective collaboration with travelers to increase customer satisfaction Transform from service-desk dependency to provisioning self- service Improve Increase service quality through an end-to- end view customer satisfaction With SAP Business Suite on SAP HANA
  • 11. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 11Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Manage financial performance Business value for financial performance management  Inability to perform financial what-if scenarios of operations and prices to simulate the impact of significant market changes  Limited linkage between finance and business operations  Long performance-management cycles with complex consolidation landscapes  Reporting, loading, and retraction performance that limits planning iterations  Inefficiencies due to disruptions between planning and execution  Drill-down limited to OLAP environment; no drill-through to transactional data  Leveraging more granular data for gaining full transparency and as a basis for planning  Ad hoc analytics, iterative planning, and real-time simulation supported through real-time platform  No latency in heterogeneous consolidation landscapes through almost-instant response times (even with a large number of complex calculations)  Real-time closing activities  Improved performance for drill-down (expand) and consolidation (collapse)  Fast drill-through to lowest level view of transactional data in SAP Business Suite applications Improve financial transparency and forecasting Reduce Minimize cycle times, month- end closing times, and manual effort financial costs With SAP Business Suite on SAP HANA
  • 12. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 12Public Next step Business scenario recommendation and value discovery workshop  SAP offers a proven methodology and approach to discover customer-specific business improvement areas and quantify value potential.  We suggest such a workshop with your line-of- business and IT experts.  As starting point, we recommend a performance and usage analysis of your current system.
  • 13. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Thank you
  • 14. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Appendix with detailed customer cases
  • 15. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 15Public Customer case: European railway – transportation and logistics Summary validated scenarios Feasibility BusinessvalueLowHigh Low High Passenger ticketing system (€55 million) Annual revenue: ~€35 billion Order settlement reporting (€2.6 million) Legend SAP Business Suite on SAP HANA SAP HANA: Applications SAP HANA Platform 1 Short term Order settlement reporting SAP HANA for use with a passenger ticketing system 2 Medium term 3 In evaluation Other functions – TBD in future discovery workshops SAP HANA Platform: Customer-specific SAP HANA, products: SAP NetWeaver BW on SAP HANA, high-performance applications (HPAs), and apps powered by SAP HANA SAP Business Suite on SAP HANA Scenario (business value) Phase – deployment road map SAP HANA use cases mapped to industry value map end-to-end solutions
  • 16. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 16Public Customer case: European railway – transportation and logistics SAP HANA Platform Results over 5 years – on SAP HANA only Surplus US$52 million ROI 970%* Payback period 12 months* -5.900 2.600 55.000 -10.000 0 10.000 20.000 30.000 40.000 50.000 60.000 2013 Phase 1 Costs SAP Business Suite on SAP HANA Applications Platform € *To be validated SAP HANA Platform: Anything built on the platform that is customer-specific – new business processes and business models SAP HANA, products: SAP NetWeaver BW powered by SAP HANA; high-performance apps (HPAs); applications – mapped to inventory value map (IVM) end-to-end (E2E) solutions Currently available functionality (SP0, 1, and 2) – 23 scenarios mapped to end-to-end IVM solutions, and planned functionality(all of the end-to-end solutions on the IVM are in scope) SAP HANA Platform SAP HANA, Products SAP Business Suite on SAP HANA Annual benefits, SAP HANA Platform: €55.0 million Annual benefits, applications powered by SAP HANA: €2.6 million Annual benefits, SAP Business Suite on SAP HANA Estimated deployment costs Total transition cost: €5.9 million Based on actual SAP customer engagements
  • 17. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 17Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Innovation scope SAP HANA, applications and SAP NetWeaver Business Warehouse End-to-end (E2E) solution Financial accounting Value potential 4 Feasibility 3 Low High 1 5 Low High 1 5 Business Context and Goals  Order-settlement reporting allows the company to allocate, monitor, and control the internal costs of services Business Challenges  Response times of data retrieval (cost center reporting) do not meet end-user requirements Process Innovations  Fast response time of data requests provides decision makers with real-time data insights with drill-down capabilities on any granularity Contribution of SAP HANA  Single platform for order settlement data, synchronized with source systems in real time; line item reporting for settlement orders; and user-centric and flexible ad hoc analysis Value Drivers and Key Performance Indicators  Reduced total cost of ownership; process-cost reduction through transparent cost analysis European railway – order settlement reporting Transportation and logistics
  • 18. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 18Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. European railway – passenger ticketing system Transportation and logistics Business Context and Goals  Customer is looking for a solution that could replace the old ticketing system and provide a new level of operational capabilities (50,000 transactions per second) Business Challenges  Current solution was developed over 30 years ago, based on mainframes Process Innovations  Fast response time of data-requests provides decision makers with real-time data insights with drill-down capabilities on any granularity Contribution of SAP HANA  SAP HANA was chosen both as an analytics platform and main part of the reservation system. Several business applications are planned to be developed on SAP HANA. Value Drivers and Key Performance Indicators  Revenue growth Innovation scope SAP HANA Platform End-to-end (E2E) solution Sales Value potential 5 Feasibility 4 Low High 1 5 Low High 1 5