From complex ticketing scenarios in a Call Center to comprehensive Field Service Management scenarios onsite, see how SAP Hybris Cloud for Service can transform your service interactions in a digital world. To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service

1. Achieve Digital
Transformation
with SAP Hybris
Cloud for Service

2. THE WORLD HAS CHANGED

3. CUSTOMERS ARE
CHANGING THE
RULES.
TECHNOLOGY
IS CHANGING
THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE

4. THE WORLD OF CUSTOMER SERVICE
HAS CHANGED…
TODAY’S CUSTOMERS…
HAVE GREATER
CHOICE
HAVE HIGHER
EXPECTATIONS
ARE MORE
EMPOWERED

5. NOW YOU NEED TO MAKE A CHANGE…
TODAY’S COMPANIES SHOULD…
BE EASY TO
ENGAGE WITH
BE BETTER
INFORMED
BE PRESENT
IN MANY
CHANNELS

6. DELIVER END TO END SERVICE EXCELLENCE…
Field Service
Engagement Center
Self Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS

7. …AND LET YOUR
SERVICE
ORGANIZATION
BE A
REVENUE ENGINE
FOR YOUR
BUSINESS

8. EXPERIENCE MANAGEMENT
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Cloud for Service
The Channels Your
Customers Want
Personalized
Interactions Every
Time
The Right Insight at
the Right Time
Be Mobile Integrated with Your
Enterprise
REVOLUTIONIZE SERVICE ENGAGEMENTS
WITH SAP HYBRIS CLOUD FOR SERVICE
Contact center and field service solution
that create end-to-end service excellence

9. THE CHANNELS YOUR CUSTOMERS WANT
MEET YOUR CUSTOMERS IN THE
CHANNEL OF THEIR CHOICE
 Serve customers at their terms through their
preferred communication channels.
 From a community, to a video chat, to a
storefront, meet customers in the environment
they prefer to interact in and answer their
inquiries seamlessly from channel to channel

10. THE RIGHT INSIGHT AT THE RIGHT TIME
Provide your service agents with the
customer and solution details they
need for successful service interactions
 Know which field service resources are
available at any given time to address a
customer need and increase utilization.
 Use collaboration tools and knowledge
bases, to tap into the combined company
knowledge instantly and increase the
speed it takes to solve a customer issue.

11. PERSONALIZED INTERACTIONS EVERY TIME
EMPOWER EMPLOYEES AT THE POINT
OF INTERACTION
• With access to customer profiles, order
history, service history, feedback and
preferences, enable your agents to deliver
know your customers
• Use past service engagements to offer
relevant and timely offers, rewards,
discounts, and personalized treatment

12. BE MOBILE
Equip Field Technicians with the tools
they need to address customer issues
quickly and efficiently
 Equip your field agents to look up
inventory information and order spare
parts right from their smart device on the
job.
 Drive productivity and resolve service
requests with the intuitive user interface
on mobile devices.

13. INTEGRATED WITH YOUR ENTERPRISE
Your service teams must be closely
connected to your entire enterprise
 Operate as a single brand across
channels, orchestrating customer
experiences – both pre- and post-
sale – across all touch points.

14. SAP CLOUD FOR SERVICE
Mobility
• Manage service & work
requests on iPad /tablet –
anytime, anywhere
Solution Finder
• SAP Knowledge Central by Mindtouch*
• SAP Jam*
• Integrate with existing knowledge base
• Context-sensitive recommendations
• Easily share content with customers
• EMail
• Phone (CTI)*
• Chat*
• SMS*
• Web self-service portal*
• Branded communities*
• Social Media* (Twitter, FB, Youtube)
Omni-channel Service
Collaboration
• Contextual social collaboration with
integrated feed (native & SAP Jam*)
• Video/Chat via Genband*
Integration
• Native integration with SAP ERP
and SAP CRM, hybris Commerce
• Open API/ODATA Console
Analytics
• Real-time service
performance with pre-built
dashboards
• Embedded reports response
times, handle times, priority and
escalation trends
Productivity
• E-mail Response Management
• Routing and escalation rules
• Workflows, notifications, approvals
• Service Request Management
• Resource Scheduling
• Time Recording
• End-to-End Field Service execution
• Deal Desk execution
• Employee Help Desk
*Additional license required (includes SAP or Partner solution)
Personalization
• Flags
• Tags
• Shelf
• Quick Creates
• User-Defined Fields
• Favorites

15. END-TO-END FIELD SERVICE MANAGEMENT
Omni-channel support
Service ticket handling
Knowledge management
Approval workflow
Warranty, Contract and
SLA determination
OMNI-CHANNEL
CUSTOMER SERVICE
Planned labor and parts
Planned tasks and
checklists
Advance shipment of
parts
Optimize schedule and
resource assignment
PLANNING &
RESOURCE
SCHEDULING
Parts confirmation,
ordering (*) and returns
Van Stock, Parts catalog
Time Recording and
Expenses
Counter readings
Work Instructions
Visit reports and
customer signature
FIELD SERVICE
EXECUTION &
CONFIRMATION
Billing
Cost allocation and
revenue recognition
Parts logistics
Real-time reporting
and KPI’s
FINANCE,
LOGISTICS &
ANALYTICS
Manage customer
installations
Service & Parts catalog
Manage service
contracts and
maintenance plans
QUOTE & SERVICE
CONTRACT
Routing, queuing and
escalation
Social collaboration and
real-time
communications
Predictive maintenance
and service
TECHNICAL &
REMOTE SUPPORT

16. OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING
Seamless Ticket and Case Management
Support :
 Visualize main and sub-tickets in hierarchical list,
group tickets from queue and perform bulk actions on
sub-tickets
 Enable customer service communication across
multiple contact channels (phone, email, chat)
 Efficiently monitor, control and manage contact center
operations in real-time
 Connect your office and mobile experts to serve your
customers
 Integrate communications with
business processes
 Define multi-level role-based approval rules

17. KNOWLEDGE MANAGEMENT
Deliver a knowledge platform for
service agents and customers with
SAP Jam Collaboration:
 Contextual access to most relevant
support information
 Content ranked based on user feedback
 Track and analyze customer needs
and behavior

18. FULL-FEATURE MOBILE EXPERIENCE
Responsive Offline Mobile with
Cloud for Service:
 Manage work tickets on any iOS, Android or
Windows Tablet – anytime, anywhere
 Increase productivity through access to real-time
business information
 Collaborate with service team on important topics
 Track Service Performance
through real-time analytics
 Mobile applications included in subscription at no
extra costs

19. MANAGE CUSTOMER INSTALLATIONS
With Field Service Management
capabilities in Cloud for Service:
 Track multiple equipment records for an installation
point (location)
 Track multiple components (parts) for an equipment
record
 Capture notes, serial numbers, and other installation
data associated with an equipment installed at a
customer location
 Track service history
 Replication of functional locations and equipments
from SAP ECC
 Assign one or multiple measurement logs to
registered product, and take measurement readings
throughout lifecycle

20. MANAGE SERVICE CONTRACTS AND MAINTENANCE PLANS
 Maintain Service Level Agreement
 Define covered products and installed bases,
entitled products and services, price agreements,
renewal and cancellation terms and conditions
 Configure workflows and notifications
 Schedule Preventative Service using Maintenance
Plans
 Define maintenance plans and covered installed
bases
 Automatic creation of work tickets based on
recurring time-based or counter-based schedule
 Link maintenance plan to service contract

21. EFFICIENT SERVICE PLANNING IN WORK TICKET
 Comprehensive Service Level Objectives
 Calculate first response, next response, resolution,
on-site arrival, fixed and completion due date with
SLO determination
 Complete technical and business view on service
activity, including surveys, categorization, notes
and attachments
 Prepare work ticket execution, including planning
of service parts and labor, and assign preferred
service engineer

22. THE RIGHT PEOPLE, FOR THE RIGHT JOB, AT THE RIGHT TIME
 Allocate Technicians with built-in Resource
Scheduler
 Provides embedded resource scheduling of work
tickets, with real-time visibility on technician’s
calendar via desktop or mobile
 Time Entry & Time Reports
 Easy recording of productive and non-productive
time for technicians
 Multi-level approval workflow and reports for
service leaders

23. PARTS CONFIRMATION, ORDERING AND RETURNS
 Provide service technicians with interactive 3D
visualization of equipment assembly
 Identify parts accurately for service order
 Improve first time fix rate with 3D animation of
repair and maintenance procedures
 Leveraging Standard ECC Integration
 Planning and trigger of advance shipments, and
consumption of spare parts from technician stock
 Consume parts from product list, determined from
reference product or maintenance plan

24. FINANCE, CONTROLLING, & LOGISTICS INTEGRATION
 Creation of Internal Order for revenues and
costs collection
 Billing request for billable services and parts,
based on Time & Material or Fixed Price
 Time posting in CATS on Internal Order
 Service parts consumption from Technician
Consignment Stock
 Advanced Shipment of service parts to customer
consignment stock
 Service parts returns handling

25. SOLUTION
EXTENSIONS

26. SAP HYBRIS KNOWLEDGE CENTRAL
BY MINDTOUCH
Deliver the most relevant information
to customers and agents using:
 Natural language search and processing tools
 Content ranking technology
 Powerful analytics
 Relevant product information from internal and
external experts

27. SAP HYBRIS REAL-TIME COMMUNICATOR
BY GENBAND
Improve workflow communications
processes by:
 Enabling sales, service and business
professionals to instantly chat, video
conference and collaborate in real-time
with their customers and coworkers.

28. REVOLUTIONIZE SERVICE ENGAGEMENTS AND
DELIVER END-TO-END SERVICE EXCELLENCE
CREATE
a consistent,
omni-channel
experience across
every touchpoint
in the customer
journey
first call resolution
rates through
seamless self-
service, engagment
center and field
service interactions
INCREASE DELIVER
exceptional
customer service
through unassisted
and assisted service
management
CONNECT
customers and
agents with the
right information
at the right time in
the channel of
their choice

29. IT’S TIME TO GO BEYOND TRADITIONAL CRM
WITH SAP HYBRIS SERVICE SOLUTIONS
THE RIGHT INSIGHT
AT THE RIGHT TIME
PERSONALIZED
INTERACTIONS
EVERY TIME
THE CHANNELS
YOUR CUSTOMERS
WANT
INTEGRATED TO
YOUR ENTERPRISE
BE MOBILE

30. DELIVER
END-TO-END
SERVICE
EXCELLENCE
THE WORLD HAS
CHANGED.
YOUR CUSTOMER HAS
CHANGED.
MAYBE IT’S TIME FOR
YOU TO CHANGE WITH
THEM.

31. THANK YOU!
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