Jeff Lautenbach, President, Customer, Money and Suite Clouds, SAPMr. Bernhard Schumacher, Head of Sales, MVV EnergieNayaki...
© 2012 SAP AG. All rights reserved. 2Welcome- One 45-minute general session- One panel discussion- Six 20-minute customer ...
© 2013 SAP AG. All rights reserved. 3It’s time to engage your customers like never before.The right insight at the right t...
© 2013 SAP AG. All rights reserved. 4DigitallyconnectedSociallynetworkedBetterinformed79% of customers spend atleast 50% o...
© 2013 SAP AG. All rights reserved. 5SAP 360 CustomerFrom prospect to promoterGo from “prospect topromoter”VisionLead in c...
Seite 6Meet the Needs of the Modern Customer: From Real Time to Right TimeMay 2013
About MVV Energie AG: Products & Markets NationwideUtilities Sales NationwideGreen-EnergySales Regional WaterSupply En...
• Renewable energy production• From passive to active customers (“Prosumers”)• Real-time interaction consumer and producer...
Tailor sales approach specifically to target customersPlace customers at the heart of the business Churn ManagementCustom...
SAP CRM on HANA Implementation: Project SPEEDWhy SPEED is important for our sales organizationEmpower sales throughlatest ...
Seite 11SAP CRM on HANA as central integration platformSAP CRM asIntegration platformSalesPricingControlling/Reporting/Ana...
Seite 12SAP Sales CompanionMobile application for Key Account Managers and Field Sales Reps New information based service...
Seite 13Status Quo and OutlookOutlook: Furtherpossibilities with HANAbeyond Project SPEEDProjectKick-OffGo-LiveJan. 2013 M...
Seite 14Product Road Map: Engage yourCustomers Like Never BeforeNayaki Nayyar16 May 2013
© 2013 SAP AG. All rights reserved. 15Product strategy for SAP 360 Customer1. LEAD IN CLOUD across marketing,sales, servic...
© 2013 SAP AG. All rights reserved. 16Lead in cloudBeautiful UX, mobile first, social everywhere, persona-based, predictiv...
© 2013 SAP AG. All rights reserved. 17Leverage on premiseIntegration is key to achieve the desired business outcomes from ...
© 2013 SAP AG. All rights reserved. 18DEMONSTRATION
© 2013 SAP AG. All rights reserved. 19SummaryEngage your customers like never before with SAP 360 CustomerThe right insigh...
© 2012 SAP AG. All rights reserved. 20© 2013 SAP AG or an SAP affiliate company.All rights reserved.No part of this public...
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Provide a Real-Time Customer Experience for Today’s Modern Consumers

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http://tinyurl.com/pr4v7yy : Engage with your customers through technological innovations and transform your organization. Consumers now have a wealth of devices and platforms at their disposal, making them more powerful than ever. Explore the implications of this technological age, and learn the key success factors for businesses like yours.

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Provide a Real-Time Customer Experience for Today’s Modern Consumers

  1. 1. Jeff Lautenbach, President, Customer, Money and Suite Clouds, SAPMr. Bernhard Schumacher, Head of Sales, MVV EnergieNayaki Nayyar, SVP, Cloud for Customer and Integration OnDemand, SAPMeet the Needs of the Modern Customer: FromReal Time to Right Time
  2. 2. © 2012 SAP AG. All rights reserved. 2Welcome- One 45-minute general session- One panel discussion- Six 20-minute customer presentations- Eight microforum sessions- Eight demo theater sessions
  3. 3. © 2013 SAP AG. All rights reserved. 3It’s time to engage your customers like never before.The right insight at the right timeSpecific to your industryIntegrated to your enterpriseWith an experience that drives resultsSAP 360 Customer forMarketingSalesServiceE-commerceSocial
  4. 4. © 2013 SAP AG. All rights reserved. 4DigitallyconnectedSociallynetworkedBetterinformed79% of customers spend atleast 50% of total shopping timeresearching products online.53% of customers abandoned anin-store purchase due to negativeonline sentiment.59% of customers are willing totry a new brand to get bettercustomer service.Why? Empowered customers are changing the rules.
  5. 5. © 2013 SAP AG. All rights reserved. 5SAP 360 CustomerFrom prospect to promoterGo from “prospect topromoter”VisionLead in cloudLeverage on premiseDifferentiate by industryStrategyMake the customers ofour customers successfulCustomer success
  6. 6. Seite 6Meet the Needs of the Modern Customer: From Real Time to Right TimeMay 2013
  7. 7. About MVV Energie AG: Products & Markets NationwideUtilities Sales NationwideGreen-EnergySales Regional WaterSupply Environment Thermal wastetreatment Regional (long-Distance) districtheating Nationwide GasSales Nationwide Bio-Gas Supply Contracting andEnergy Efficiency Industrial Parks Consulting?District HeatingGasElectricity Energy relatedServicesMiscellaneous• #6 in the German Utilities market• Over 5,500 employees, affiliates in Germany, England, Czech Republic• More than 10,000 B2B customers, more than 1.000,000 B2C customers• Turnover 3.9 billion Euros per year
  8. 8. • Renewable energy production• From passive to active customers (“Prosumers”)• Real-time interaction consumer and producerThe smart grid combines all parties to an Internet of energy (power)Trends and Challenges in the Utilities Industry– A Paradigm Shift in Energy SupplyWindproduction(GWh)26.02.2010 27.02.2010 28.02.2010 01.03.201046810121416182000:00 12:00 00:00 12:00 00:00 12:00 00:00 12:00 00:00-20-100102030405060SpotPrice(EUR/MWh)• Electricity wholesale market undergoing changesin structure and price levels• Renewable Energies have strong influence onElectricity price level• Volatility of components within end-consumerelectricity prices (e.g. Tax, etc…)• Little influence of the Utility Provider
  9. 9. Tailor sales approach specifically to target customersPlace customers at the heart of the business Churn ManagementCustomer Service Creating a positive experience for thecustomer during customer interaction Active communication of service relatedtopicsCommunication Leveraging MVV marketingmedia to actively promoteadded value Product offerings Confirmation of contracts New customer welcome packageEnd StartCustomerLifeCycle Introduction of prosumer (producer/consumer)services and products to increase amount ofcontrollable feed-ins Leverage existing systems and processes formanagement of renewable energy feed-ins Analyze load profiles of B2B customers to findclusters and benchmarks Introduction of smart meters instead of classicmeters to more than 10,000 SME customers Combine existing systems and processes with theopportunity to upscale the number of feed-ins Leverage SAP HANA as a prediction machine togenerate value for customers and improve margins Inspire sales force and increase their efficiency Manage rapidly increasing number of customers andincreasingly complex services through accuratecustomer data and a systematically supported salesprocess
  10. 10. SAP CRM on HANA Implementation: Project SPEEDWhy SPEED is important for our sales organizationEmpower sales throughlatest database technologyand an extended mobilesales applicationAchieve efficiency gainsand economies of scaleEnsure long-termcompetitiveness byreplacing de-central officeapplicationsImproved processefficiency and qualityState-of-the-art SAP CRMsystem and central pricingsystem as key investmentfor futureHigh data volume in theUtilities industry can only behandled through in-memorytechnologySystem driven Process-Efficiency-Enhancement on new Database technologyMVV is the first company worldwide implementing SAP CRM based on this new technology
  11. 11. Seite 11SAP CRM on HANA as central integration platformSAP CRM asIntegration platformSalesPricingControlling/Reporting/AnalysisProcurementDeliveryStatusBillingstatus WorkflowsIntuitive “360° view of the customer” via a central CRM in real-timeCRM Central management of sales process from CRM into back-end systems Streamlined data flows and automated workflows Reduction of manual data entries (interfaces) and separate (office based) customer lists CRM system to support Pre-sales, Sales, After-Sales and Customer Service Leveraging customer data for focused acquisition of new customers Improved reporting and analytics (Customer requirements analysis, Customer value analysis, Customersegmentation)
  12. 12. Seite 12SAP Sales CompanionMobile application for Key Account Managers and Field Sales Reps New information based services and products for customers:Analysis of large data volumes in real-time through in-memorytechnology More face time with the customer:Less time consumed for searching for the right information. Increased sales effectiveness through current information:Relevant data from SAP CRM as well as information from internet CRM moves closer to sales employees via the mobile application:Increases trust in the system (acceptance) and improves data quality Gaining efficiency by entering information directly:Entering information right after the meeting with direct transfer toCRMMore insight through HANA analytics:Analysis of load profiles in combination with SAP CRM data
  13. 13. Seite 13Status Quo and OutlookOutlook: Furtherpossibilities with HANAbeyond Project SPEEDProjectKick-OffGo-LiveJan. 2013 May 2013Improvements and harmonization of forecasting methodsContinuous automated forecast optimization Actual vs. Plan Comparison for re-calculationsCluster analysis with combination of data from different sourcesCustomer value analysisConsumption pattern simulation and impact analysis on pricing
  14. 14. Seite 14Product Road Map: Engage yourCustomers Like Never BeforeNayaki Nayyar16 May 2013
  15. 15. © 2013 SAP AG. All rights reserved. 15Product strategy for SAP 360 Customer1. LEAD IN CLOUD across marketing,sales, service, e-commerce, social,and mobile2. LEVERAGE ON PREMISE with privatecloud and comprehensive integrationSAP HANA Cloud PlatformSales Service MarketingSocial and predictive analyticsIndustriesE-commerce4. ENABLE partner ecosystem with SAPHANA Cloud Platform3. DIFFERENTIATE with industries,insight, and experience
  16. 16. © 2013 SAP AG. All rights reserved. 16Lead in cloudBeautiful UX, mobile first, social everywhere, persona-based, predictive analytics, preintegratedCustomer insightSAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engagement
  17. 17. © 2013 SAP AG. All rights reserved. 17Leverage on premiseIntegration is key to achieve the desired business outcomes from cloudiFlows (prepackaged integrations to CRM and ERP) Full support, certification, and testing across updates and patches by SAP Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory assignment,products, employees, campaign headers) Real-time bidirectional integration of transactional data (leads, opportunities, activities, service requests)EmployeeLeadServicerequestOpportunityBusinesspartnerEmployeeServicerequestBusinesspartner Quote/salesorderProductProductLead OpportunitySAP CRMCampaignheaderCampaignActivityActivityAccounthierarchyAccounthierarchyTerritoryassignmentTerritoryassignmentSAP Cloud for Customer
  18. 18. © 2013 SAP AG. All rights reserved. 18DEMONSTRATION
  19. 19. © 2013 SAP AG. All rights reserved. 19SummaryEngage your customers like never before with SAP 360 CustomerThe right insightat the right timeWith an experiencethat drives resultsSpecific to yourindustryIntegrated to yourenterprise
  20. 20. © 2012 SAP AG. All rights reserved. 20© 2013 SAP AG or an SAP affiliate company.All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.National product specifications may vary.These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warrantyof any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products andservices are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should beconstrued as constituting an additional warranty.SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG inGermany and other countries.Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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