Learn about our single platform that brings together: marketing, sales, service, and commerce (includes the #1 Omnichannel solution, SAP Hybris) to ensure seamless digitization of the entire customer experience. SAP Customer Engagement and Commerce powered by the HANA Platform enables a 360-degree view of your customers and consumers, real-time interaction and sophisticated predictive analytics, fully integrated to the core transactional system.
Are you delivering great experiences? Take this free Customer Experience assessment to find out: http://spr.ly/60098Er7c
2. INTRO TO SAP HYBRIS CLOUD FOR CUSTOMER
PLUS: PRE-PACKAGED INTEGRATION SCENARIOS
SAP Hybris Cloud for
Sales
End-to-End mobile
solution for Sales -
Prospecting to Order
Taking
Real-time Analytics
Sales collaboration
Industry solutions
End-to-End mobile
solution for field service
Customer service
across every channel:
email, web, phone,
social, SMS
SAP Hybris Cloud for
Service
SAP Hybris Cloud for
Social Engagement
1:1 customer interaction
through social channels
Integrated with
Facebook, Twitter,
YouTube etc.
SAP Hybris Cloud for
Customer Marketing Option*
Design Multi-step
Trigger Campaigns
Create Target Groups,
Surveys & Email
Templates
Automate Sales Follow-
ups, Monitor
performance incl. sales
impact
* Requires advanced user option
3. Configurable activity plans
Account assignment wizard
Account-specific product lists
and back-office connectivity
Route and visit optimization
Comprehensive map and
calendar view
Auto-assignment of surveys
and tasks to visits
Visit productivity and ompletion
with tasks and surveys
Return on investment
Average price of
competitor product
across stores
Measure Sales
Performance
Check-in/check-out
Surveys and tasks, including
matrix view and dynamic surveys
Audits for plan-o-gram and
promotion compliance
360-degree store view
Sales quote/ quick order,
Online and offline mobile support
FOCUS INDUSTRIES RETAIL EXECUTION
4. Marketing
Service Technicians
Sales Management Key Account Manager
Service Management,
Service Agents, Call
Center, Customer
Service
Sales Representative
& Merchandiser
DIFFERENT USERS ONE SOLUTION
5. DEMO A DAY IN A LIFE OF A SALES REP
Check Calendar
1.
Store Check
Product Check
Order Products
Follow Up
Visit Store #1
3.
Prepare Visit
2.
Repeat same for Next
store visit
4.
Store Check
Product Check
Order Products
Follow Up
Analysis
5.
6. 1. Beautiful
2. Insightful
3. Mobile
4. Online and offline
5. Predictive
6. Collaborative
7. Integrated
8. Secure
9. Future-proof
10. Leading technology
SAP HYBRIS CLOUD FOR CUSTOMER TOP 10 HIGHLIGHTS
7. Integrating Your
Business
SAP HANA cloud
integration
technology
Open APIs
and deployment
choice
iFlows (prepackaged integrations)
Up to 80% reduction in implementation time and cost
Minimized implementation risk
Reliable upgrades
INTEGRATION AS DIFFERENTIATOR
8. SAP Hybris Cloud for Customer Integration with SAP ERP
Master Data View
SAP Hybris Cloud for Customer
AccountProductEmployee
Installation
Point
Measuring
Point
Contact
Customer
Factsheet
Account
Hierarchy
Sales Org
Hierarchy
Offline
Pricing
Registered
Product
Measurement
Document
Customer
Material Info
Currency
conv. rates
Account
Pricing
Currency
conv. rates
Customer
Hierarchy
Sales Org
Hierarchy
MaterialEmployee
Functional
Location
Measuring
Point
Contact
Equipment
Measurement
Document
Customer
Material Info
SAP ERP
Real-time integration of master data (accounts, prospects, contacts, products)
Additional real-time master data integration for currency conversion rates, account
hierarchy, sales org hierarchy etc. and call to ERP SD pricing supporting the full
pricing flexibility of ERP SD.
9. SOLUTION OVERVIEW
SAP in partnership with Ricoh Innovations is introducing an image recognition based planogram check.
Ricoh Has Developed:
Simple user experience (“green ball interface”) for picture capturing & stitching
Image recognition services
Image management services
SAP Has Developed:
Service that compares the actual shelf image
contents vs planogram
Identifies and tracks the differences (corrective actions)
HOW IT FITS
Ricoh & SAP have jointly developed a planogram compliance solution
that enables CP/Retail sales reps to: take photos of a retail shelf, analyze
those images in real-time; identify and correct product placement issues, out-of-stock issues,
product recalls; and take corrective action.
BENEFITS
Save time in store to increase coverage (higher visit frequency, more stores visited, more in-store priorities addressed)
Back office benefits include better data quality (from photos), collection of additional KPI’s to monitor, foster clearer goals for
field force and, increase service quality to customers
IMAGE RECOGNITION BASED PLANOGRAM CHECK
10. Account & Account Hierarchies
Target Groups
Visit Management
Activity Planner & Routing Rules
Surveys / Audit Responses
Product Lists
Route Planning
Order Management
Analytical Framework
Additional Follow-up processes
– Sales Quotes, Service Tickets
BUILDING BLOCKS for the PERFECT STORE
11. CORRECTIVE
ACTIONS FOLLOW-
UP & RESCORE
• DEFINE
CORRECTIVE
ACTION
PROPOSALS
• DEFINE FOLLOW
UP ACTIONS
• RE-SCORING
EXECUTION
GUIDE & SCORE
• DETERMINING
WHEN TO SCORE
• SCORING AS YOU
GO
• SCORING ON
COMPLETION
• SCORING WHEN
OFFLINE
INSIGHTS
CONFIGURE
SCORING & SET
THRESHOLDS
• SURVEY SETUP
FOR SCORING
• ASSIGNING
WEIGHTAGE
• SCORE
CALCULATIONS &
AGGREGATIONS
• TASK SCORING
• SETTING
THRESHOLDS
• HISTORICAL
SCORES
PLANNING
ADMINISTRATIVE
FUNCTIONS
• BUILD STORE
LAYOUTS
• SEQUENCE FOR
GUIDED
EXECUTION
• ADD ASSETS,
PLANOGRAMS,
SURVEYS/AUDITS
• PRODUCT
PORTFOLIO
ASSIGNMENT
• ASSIGNMENT TO
VISITS
• DETERMINATION
S FOR STORE
SCORING
ENABLE
INTEGRATIONS
ENABLE
CONFIGURATION
2017-2018 Building the Perfect Store
12. CORRECTIVE
ACTIONS FOLLOW-
UP & RESCORE
• DEFINE
CORRECTIVE
ACTION
PROPOSALS
• DEFINE FOLLOW
UP ACTIONS
• RE-SCORING
EXECUTION
GUIDE & SCORE
• DETERMINING
WHEN TO SCORE
• SCORING AS YOU
GO
• SCORING ON
COMPLETION
• SCORING WHEN
OFFLINE
INSIGHTS
CONFIGURE
SCORING & SET
THRESHOLDS
• SURVEY SETUP
FOR SCORING
• ASSIGNING
WEIGHTAGE
• SCORE
CALCULATIONS &
AGGREGATIONS
• TASK SCORING
• SETTING
THRESHOLDS
• HISTORICAL
SCORES
PLANNING
ADMINISTRATIVE
FUNCTIONS
• BUILD STORE
LAYOUTS
• SEQUENCE FOR
GUIDED
EXECUTION
• ADD ASSETS,
PLANOGRAMS,
SURVEYS/AUDITS
• PRODUCT
PORTFOLIO
ASSIGNMENT
• ASSIGNMENT TO
VISITS
• DETERMINATION
S FOR STORE
SCORING
ENABLE
INTEGRATIONS
ENABLE
CONFIGURATION
Building the Scoring Framework
Planning and configuring
Illustrative Design
13. CORRECTIVE
ACTIONS FOLLOW-
UP & RESCORE
• DEFINE
CORRECTIVE
ACTION
PROPOSALS
• DEFINE FOLLOW
UP ACTIONS
• RE-SCORING
EXECUTION
GUIDE & SCORE
• DETERMINING
WHEN TO SCORE
• SCORING AS YOU
GO
• SCORING ON
COMPLETION
• SCORING WHEN
OFFLINE
INSIGHTS
CONFIGURE
SCORING & SET
THRESHOLDS
• SURVEY SETUP
FOR SCORING
• ASSIGNING
WEIGHTAGE
• SCORE
CALCULATIONS &
AGGREGATIONS
• TASK SCORING
• SETTING
THRESHOLDS
• HISTORICAL
SCORES
PLANNING
ADMINISTRATIVE
FUNCTIONS
• BUILD STORE
LAYOUTS
• SEQUENCE FOR
GUIDED
EXECUTION
• ADD ASSETS,
PLANOGRAMS,
SURVEYS/AUDITS
• PRODUCT
PORTFOLIO
ASSIGNMENT
• ASSIGNMENT TO
VISITS
• DETERMINATION
S FOR STORE
SCORING
ENABLE
INTEGRATIONS
ENABLE
CONFIGURATION
Building the Scoring Framework
Measuring and Benchmarking
Illustrative Design
14. THANK YOU
Feel free to connect with us at:
SIMON.DECHENT@SAP.com
EMMANUEL.DESERT@SAP.com
Editor's Notes
Short term > Maximum bang for the byck
[Talk track:]
This gives companies a great opportunity to seize the initiative. As your competitors focus on cost control rather than service optimization, they must still contend with a proliferation of channels in their contact centers and different customer-facing organizations that own diverse customer service touchpoints that historically have not shared the same objectives, reporting structure, funding, business processes, technology, or culture. This leaves the agents on their own to try and create a great experience, something that 42% are simply not able to do.
[Talk track:]
This gives companies a great opportunity to seize the initiative. As your competitors focus on cost control rather than service optimization, they must still contend with a proliferation of channels in their contact centers and different customer-facing organizations that own diverse customer service touchpoints that historically have not shared the same objectives, reporting structure, funding, business processes, technology, or culture. This leaves the agents on their own to try and create a great experience, something that 42% are simply not able to do.