Good bye forms multi-channel communication made easy


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Good bye forms multi-channel communication made easy

  1. 1. Public A collaboration of: Good-bye Forms! Multi-channel Communication Made Easy Juergen Kuhmann, SAP SAP Robert Thiele OpenText
  2. 2. Public Output ERP SAP Data ”Bill Print” Print tool Print tool Print tool Print tool
  3. 3. Public DIGITALLY CONNECTED Empowered Customers are Changing the Rules SOCIALLY NETWORKED BETTER INFORMED
  4. 4. Public Typical customer experiences with their utility. Sound familiar? It’s slow Waiting “forever” to get an answer Telling me only when it’s already too late It’s not convenient Cumbersome and old-fashioned Where is the self-service option? It’s not consistent Getting different answers on the web, mobile or when calling Quality of service differs 3 It’s not relevant I am getting offers I am not interested in It’s too complicated
  5. 5. Public Top Pressure: Empowered Customer 54% 50% 24% 10% 20% 30% 40% 50% 60% Empowered customers changed the dynamics of customer relationships Customers expect consistent experience across multiple touch- points Negative impact of customer turnover on business results Percent of respondents, n=374 All Respondents Source: Aberdeen Group 2013
  6. 6. Public The New Normal: Multi-Channel Customer Engagement 6 More than 65% of businesses today use at least 6 channels to engage their customers. Source: Aberdeen Group 2013
  7. 7. Public What is Real-Time Unified Customer Engagement? “RUCE is an enterprise-level initiative where numerous organizational stakeholders (e.g. sales, marketing and customer service) work together to deliver consistent messages that address each buyer's needs through multi-channel and multi-touch interactions that are aimed at engaging buyers in a relevant and timely fashion.”* End-to-End Solutions Mobile Contact Center Web Social Across Channels and Touch points In-Person Partner Information Communication Collaboration ServiceMarketing Sales Product Enterprise Source: Aberdeen Group 2013
  8. 8. Public RUCE Users Enjoy Quantifiable Business Results 5.6% 2.4% -7.8% 3.2% -0.8% -4.5% -8% -6% -4% -2% 0% 2% 4% 6% Customer satisfaction Average profit margin per customer Average response time to customer requests Percent of respondents, n=374 Companies with real-time unified customer engagement programs All Others Source: Aberdeen Group 2013
  9. 9. Public The Business Value of Integrating CRM and Content Management (Annual Improvement) 11.3% 8.9% 7.5% 6.9% 5.8% 3.7% 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 11% 12% Annual company revenue Number of positive mentions through social media channels Revenue from net-new customers Percent of respondents, n=374 Companies using CRM and content management in integration All Others Source: Aberdeen Group 2013
  10. 10. Public Key Building Blocks for RUCE Initiatives 73% 64% 60% 32% 43% 38% 20% 40% 60% 80% Centralized repository of product/service information Customer-facing staff empowered with templatized customer communications material Facilitate employee collaboration to execute a consistent CEM program Percent of respondents, n=374 Companies with real-time unified customer engagement programs All Others Source: Aberdeen Group 2013
  11. 11. Public Real-time Unified Customer Engagement in Action Demo
  12. 12. Public New Utilities Mobile and Web Self-Service Applications Mobile available now, Web available October 2013 12 Core Functions • Registration for Account • Update Account and payment Information • View & Pay Bills • Report Problems / Outages • Enter Meter Read • View, start or Stop Service • Maintain communication preferences • Attractive and adjustable HTML5 user interface and Odata services layer • Out of the box integration to SAP CRM and ERP systems
  13. 13. Public Cloud Consumer Experiences SocialMobile devicesWeb Contact Center Typical use cases: Self services Notifications (Push/Pull) Campaigns SAP Utilities Self Service Web App SAP Utilities Customer Engagement Mobile App SAP Loyalty App SAP Mobile Platform Consumer Enterprise Portal (opt.) SAP Netweaver SAP Utilities Multichannel Foundation communicate consistently with consumers across channels in real-time CRM, DSM SAP Business Suite - SAP for Utilities SAP Real Time Data Platform (BW on HANA) e.g. events, triggers, alerts Billing, Payments Other systems like OMS, GIS, … SAP Utilities Multichannel Foundation based on NetWeaver Gateway Tools OData services catalog Service Builder UI Consumption Tools Security Utilities-Specific Components Utilities B2C Content Odata Services & Generated UIs User Mgmt Channel Analytics Communication preferences Content Management and Services
  14. 14. Public Key Points to Take Home  Multi-channel is the new norm  It needs to be done right, not just adding channels  Real-time unified customer engagement provides superior business value and customer satisfaction  Content plays a key role  SAP and OpenText significantly reduce complexity and TCO
  15. 15. Public Q&A
  16. 16. Public Contact information: Thank you Robert Thiele Senior Director SAP Corporate Alliance OpenText, Burlington, MA (781) 354-2696 Juergen Kuhmann Industry Business Unit Utilities SAP Labs, Palo Alto, CA (916) 230-2002