Increase conversion and drive loyalty with intelligence and context. This deck showcases how you can use the new “customer 360” view in SAP Hybris Commerce, assisted service module, on your storefront to give your support team everything it needs to engage customers, solve their problems, and provide product recommendations to drive sales. For more about SAP Hybris, please visit us at: https://hybris.com/en/products/commerce

1. PUBLIC
October 17, 2017
Mathew Forsyth, SAP
Deliver Contextual Customer Support
with SAP Hybris Commerce, Assisted Service Module

2. Who are they?
What do they want?
How can you help them?
How prepared are you
approaching them?

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXTERNAL

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Go here
Call-center service ticket
Best compact camera showroom?

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Active spender
Gold star
loyalty customer

6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

10. Who are they…
What do they want…
How can you help them…
How prepared are you
approaching them…

12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

13. 13PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

14. 14PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

15. 15PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
CSA GIFT
VOUCHER
10% OFF

19. 19PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Demonstration | Across the Omni-Channel Landscape
EXTERNAL
§Customer browsing online
§Customer contacting call-center
§Customer visiting in-store
§Sales agent preparing then providing customer sales assistance

21. 21PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Omni-Channel | Across Different Touch Points, Devices and Industries
Support agent replies
to customer and
directs them to a
particular store
2
Customer browses
storefront and creates
a customer support
ticket
1
Customer visits store
and customer support
agent picks up their
browsing history and
other details
3
Responsive across
devices, and enabled
for B2B and our other
industry accelerators

22. 22PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Next Steps | Up to You!
Using these super innovative,
released and production ready products
To disrupt your industry
and win customers
Discover, identify and engage with your customers
using big data
“It’s now up to you”

23. Session ID: 52772
Title: Extend SAP Hybris Commerce with Big Data Integrations
Session Type: Technology Enablement Session
Day: Thursday
Time: 10:00 a.m.‒11:00 a.m. and 1:45 p.m.‒2:45 p.m.

24. 24PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Q&A

25. Thank you.
Contact information:
Mathew Forsyth
Senior Product Manager
SAP Hybris
München, Germany
+49 1725 7-42296