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Revolutionize Your Service Experiences with SAP Hybris Cloud for Service

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With SAP Hybris Cloud for Service, simplify complex engagements by delivering omnichannel, seamless service support to meet the customer at every point of their journey.

To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service

Published in: Business
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Revolutionize Your Service Experiences with SAP Hybris Cloud for Service

  1. 1. Revolutionize your Service Experiences with SAP Hybris Cloud for Service
  2. 2. THE WORLD HAS CHANGED
  3. 3. CUSTOMERS ARE CHANGING THE RULES. TECHNOLOGY IS CHANGING THE GAME. DIGITAL TRANSFORMATION IS EVERYWHERE
  4. 4. DIGITAL TAKEOVER EVERY MINUTE OF EVERYDAY of YouTube uploads 72 hrs Emails Sent 204,000,000 Google Searches 4,000,000 Facebook posts 2,460,000 Tweets 277,000 Apple App downloads 48,000 Instagram photos 216,000 WhatsApp Photos 347,222 In online sales on Amazon $83,000 Of Music on Pandora 61,141 hrs Reviews on Yelp 26,380 Of connected Skype users 23,300 hrs Pins on Pinterest 3,472 Shared Vine Videos 8,3333 416,667 Tinder Swipes
  5. 5. THE WORLD OF CUSTOMER SERVICE HAS CHANGED… TODAY’S CUSTOMERS … HAVE GREATER CHOICE HAVE HIGHER EXPECTATIONS ARE MORE EMPOWERED
  6. 6. NOW YOU NEED TO MAKE A CHANGE… TODAY’S COMPANIES SHOULD … BE EASY TO ENGAGE WITH BE BETTER INFORMED BE PRESENT IN MANY CHANNELS
  7. 7. 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
  8. 8. 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 SAP HYBRIS CLOUD FOR SERVICE
  9. 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.  Meet customers in the environment they prefer to interact in and answer their inquiries seamlessly.
  10. 10. PERSONALIZED INTERACTIONS EVERY TIME  Value customers through relevant and timely offers, rewards, discounts, and personalized treatment  Empower employees at the point of interaction with access to customer profiles, order history, service history, feedback and preferences
  11. 11. 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.
  12. 12. BE MOBILE Equip service agents 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. 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. 14. 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
  15. 15. DELIVER END-TO-END SERVICE EXCELLENCE THE WORLD HAS CHANGED. YOUR CUSTOMER HAS CHANGED. MAYBE IT’S TIME FOR YOU TO CHANGE WITH THEM.
  16. 16. THANK YOU! Feel free to connect with me at : Email: Twitter: Linkedin:

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