From interaction management to back-end integration, see how SAP Hybris Service Cloud can help you manage the entire service experience. We'll walk you through various product features, such as an easy-to-navigate user interface and native mobile and offline capabilities, that you can use to address your service processes, end to end. For more from SAP Hybris please visit us at: https://hybris.com/en/products/service

1. David J. Moore
October2017
Manage Customer Service from Start to Finish
with SAP Hybris Service Cloud

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Dynamic digital engagement
For happy digital customers
Communities
Self-service
Knowledge base Chatbots
Machine learning
IoT
Expert supportCustomer journey

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1. CAPTURE the customer
“73% of consumers want the
ability to solve product and
service issues on their own.”
Source: 2015 Aspect Consumer Experience Survey

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
1. CAPTURE the customer
• Search engine optimized
Product and Customer-
created content drives
visitors and extends your
reach
• Use Social to link to
support via Facebook,
Twitter, and other social
networks

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
2. GUIDE the customer

6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
2. GUIDE the customer
• Foster self-service and collaborative
issue resolution through Self Service
FAQ, Support Documents and Q&A
boards
• Machine learning to suggest and
promote answers for resolution
• Lower the total cost of support by
inspiring low touch service
engagements

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
3. ENGAGE the customer

8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
8
3. ENGAGE the customer

9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
4. SECURE the customer

10. 10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
4. SECURE the customer
§ Understand the customer's digital service
journey
§ Enable customer service communication
across traditional channels
§ Leverage Guided Support with embedded
Machine Learning
§ Allocate the right expert to resolve the
issue…

11. 11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
QUESTION (ENGAGE)
Dynamic digital engagement for service
SERVICE (SECURE)EXPLORE (GUIDE)SEARCH WEB (CAPTURE)
§ Search links to company
product/service support
Web site
§ Access knowledge base
looking for solutions
§ Search FAQ
§ Search Communities
Q&A
§ First level chatbot service
§ Differencing and allocation
based on machine learning
§ Automatic handover to
Human chat triggered
when needed
§ Second level human
service
§ Experts
§ Field service technicians
3. 4.2.1.

12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Supporting the digital service journey with machine learning, bots, and the
Internet of Things (IoT)
Optimize digital service
journey
• Ticket categorization
• Recommended responses
• Supervisor insights
• Parts recommendation
• Service assistant
Scale service assist with
bots
• Conversational support
• Suggestion and promotion
of knowledge base articles
• Guided search
• Easy scaling of support at
peak times
Transform service with
the IoT
• Predictive maintenance
and service
• Fix before fail
• Performance-based
contracts
• Asset intelligence network

13. 13PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
End-to-end service management
SERVICE
PLANNING
Planned labor and parts
Planned tasks and checklists
Advance shipment of parts
Optimized schedule and resource
assignment
SERVICE
EXECUTION
Zero-admin mobile ‒ offline and online
Parts van stock
Time sheets
Work instructions and task lists
Service report and customer signature
SERVICE
ADMINISTRATION
Manage service contracts, warranty,
and entitlements
Billing, cost, and profitability analysis
Parts logistics
Real-time reporting and KPIs
CUSTOMER SERVICE
AND SUPPORT
Omnichannel support
Knowledge management and
collaboration
Routing, queuing, and escalation
Integration with connected assets

14. Thank you.
Contact information:
David J. Moore
Global Service CoE
David.moore01@sap.com

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