Deliver the Perfect Omnichannel Commerce Experience
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Deliver the Perfect Omnichannel Commerce Experience
- 1. Deliver the Perfect Omnichannel Commerce Experience Charles Barton Product Manager SAP Hybris Commerce
- 2. of consumers say they use their devices as second- screens while watching TV at the same time. 87% of shoppers use mobile devices when shopping in store. 75% THE CUSTOMER IS CONNECTED ALL THE TIME THE CUSTOMER IS MOBILE DIGITAL FOOTPRINTS EVERYWHERE Source: InReality Report, Q2 2015.Source: Accenture report, Q2 2015. search queries are performed every second on Google 40,000 Source: Forbes, Sep 2015.
- 3. Landslide CE Giant wasn’t prepared for landslide of customers that abandoned retail channels overnight Source: Partner Your Way to Success in Experience Management, Digital Clarity Group (2015) 71% 63% 59% 56% Social Mobile Search Online Display/ Commerce Source: Important Digial Transformation Channels, eMarketer (2014) 22% CEO’s believe that business model change is the cause of ‘The Next Big Thing’ Source: PWC 17th Annual Global CEO Survey SOCIAL AND MOBILE ARE FORCING DIGITAL TRANSFORMATIONS BUSINESS MODELS ARE BEING DISRUPTED CHANNEL SHIFTING HAS IMPACTED STATUS QUO
- 4. THE MAJORITY OF BUSINESSES CAN’T SUPPORT AN OMNI- CHANNEL CUSTOMER JOURNEY. JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF BETWEEN CHANNELS. SOURCE: Forrester Wave Customer Service Solutions 2014
- 5. LEGACY APPLICATIONS, INTEGRATION CHALLENGES, AND DATA SILOS MAKE THIS IMPOSSIBLE TODAY. 5 CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC.
- 7. WE ATTACK THE CORE OF THIS PROBLEM
- 8. TRANSFORM WITH COMMERCE BECOME AN OMNI-CHANNEL BUSINESS DELIVER CONTEXTUAL CUSTOMER EXPERIENCE RESPOND TO THE MARKET FASTER
- 9. SAP Hybris Commerce - DESIGNED FOR MODERN BUSINESS MOVE AT SPEED OF BUSINESS Product Content Management. Customer Experience. Merchandising. ONE CUSTOMER EXPERIENCE Commerce. Order Management. Together. CONFIGURED FOR SUCCESS Our Customers. Our Partners. Accelerators. Hybris Extend. The Data Hub. Built to complement not replace existing investments Modern. Extensible. Standards-based. POSMobileWeb Call Center Social Print TV ERP WMS PLM CRM Data Pools
- 10. SAP HYBRIS COMMERCE – SOLUTION OVERVIEW SEARCH & MERCHANDISING Solr Based Search & Navigation Faceted Browsing, Keyword & Product Suggestions Boost & Bury and Visual Search Editing Merchandising Mix Based on Customers, Business (Margin, Inventory) and Product Context Java Based Agile, Flexible, Extensible Various Deployment Options (On-Premise, Cloud Edition, Edge Edition, Edge Cloud Edition) YaaS Microservices Architecture PLATFORM ORDER MANAGEMENT Real-Time Inventory Management Across Entire Organization Sourcing and Allocation Order Versioning, Order Routing, Order Replenishment Pick, Pack and Dispatch Omni-Channel Fulfillment incl. Buy Online Pick Up In Store & Buy Online Return In Store CUSTOMER SERVICE Ticketing System Assisted Service Mode Customer Support Cockpit CUSTOMER EXPERIENCE / WEB CONTENT MANAGEMENT Page Templates for All Channels SmartEdit UI Preview Mode incl. Device Context Preview Drag & Drop Editing of Components and Slots PRODUCT CONTENT MANAGEMENT Content and Catalog Management Workflow & Collaboration Tools Product Classification & Categorization Intuitive, Multilingual Product Cockpit INTEGRATION Data Hub for Data Aggregation and Validation Open Omni Commerce Connect (OCC) API SAP Hybris Extend Marketplace MOBILITY Responsive Design Templates iOS and Android Mobile App SDK Mobile Optimized Websites MARKETING & ADVANCED COMMERCE Advanced Pricing engine Promotions & Coupons Bundles & Subscription based products
- 11. SAP HYBRIS COMMERCE FUNCTIONAL MODULES SAP HYBRIS COMMERCE NOT AVAILABLE OPTIONAL FUNCTIONALITY PLATFORM USER & ACCESS MANAGEMENT INTERNATIONALI- ZATION ADVANCED SECURITY WORKFLOW & COLLABORATION WEB SERVICES API IMPORT & EXPORT REPORTING WEB (unlimited Web Pres.& Languages) MOBILE CHANNEL POS INTEGRATIONCHANNELS MODULES & ACCELE- RATORS PERSONALIZATION ORDER MGT MODULE VOUCHER PROMOTIONS CROSS SELLING SOCIAL COMMERCE PAYMENT COMMERCE SEARCH SEARCH & NAVIGATION PCM for ONLINE CLASSIFICATION ASSISTED SERVICE MODULE MOBILE MODULE CUSTOMER SUPPORT MODULE INSTORE MODULE B2B PUNCHOUT yFORMS (requires Orbeon license) B2C COMMERCE ACCELERATOR* B2B COMMERCE ACCELERATOR* FINANCIAL SERVICE ACCELERATOR ENTITLEMENTS & METERING ORDER MGT SERVICES TELCO ACCELERATOR PCM ENTERPRISE CLUSTER ADVANCED PERSONALIZATION SUBSCRIPTIONS MODULE SUBSCRIPTION BILLING GATEWAY BUNDLING MODULE DATA HUB COMMERCE INFRASTRUCTURE SERVICES CUSTOMER SERVICE CHANNEL COMPLEMENTARY SOLUTIONS * Require license of SAP Hybris Customer Experience CUSTOMER EXPERIENCE TRAVEL ACCELERATOR
- 12. SAP HYBRIS COMMERCE POWERS BUSINESS RESULTS
- 14. CONTINUOUSLY INVEST TO MEET DEMANDS OF BUSINESS 12.04.2014 03.11.2015 5.4 5.5 102 days 5.6 08.04.15 63 days 5.7 6.0 Accelerator (B2B, B2C) Assisted Service Module Bundling Mobile SDK Order Management Data Hub Integration: SAP ERP Integration: SAP CPQ Integration: SAP CAR Platform RESTFUL SVC (OCC) 10.08.15 Accelerator (B2B, B2C, China) WCMS Search & Navigation Mobile SDK Order Management Data Hub Integration: yForms Integration: SAP Hybris Marketing Integration: SAP ERP Platform RESTFUL SVC (OCC) 04.17.15 5.5.1* *5.5.1 featured Financial Services Accelerator and JAVA 8 support (27 days) 04.13.16 Accelerator (B2C, B2B, China, Telco, FS) Search & Nav Order Management Mobile SDK Backoffice Data Hub Integration: SAP Hybris Marketing Integration: Cloud for Sales, Cloud for Service Integration: SAP ERP Platform SAP Hybris Customer Experience SAP Hybris Merchandising Promotion & Rule Engine Customer Support YaaS Connect Backoffice Accelerator Order Management Platform 46 days 188 days Accelerator (B2B, B2C, China) SAP Hybris Customer Experience Promotion & Rule Engine Order Management SAP Hybris Merchandising Customer Support/ASM Backoffice CPQ Data Hub Platform Customer Support Order Management SAP Hybris Customer Experience China Accelerator Promotions Data Hub Backoffice Framework Configurable Products 6.1 6.2 10.19.1607.27.16 105 days 84 days
- 15. EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE MARKETING SERVICE SALES WEB IN-STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACES IoT SOCIAL MEDIA TEXT/NOTI- FICATIONS SEARCH KW/ADS DIGITAL ADVERTISING E-MAIL PRINTING AGENT TOOLSMOBILE BILLING DATA MANAGEMENT CUSTOMER | PRODUCT The Simplified Front Office with SAP Hybris
- 16. Whats new!
- 17. Customer Experience | Smart Edit MARKETING AND PUBLISHING TOOL • Fully integrated with PCM and Commerce • Edit content in the context of the customer • Manage content & personalization in the same view MOBILE FIRST APPROACH • Responsive page templates • Device context preview • Mobile optimized websites ADVANCED SMARTEDIT MODE • Drag-and-drop usability • On-the-fly changes to product content • Component synchronization • Advanced preview capabilities
- 18. SmartEdit INTUITIVE WCMS Edit in context Visual tooling Drag & drop components Preview inflection points
- 19. Customer Experience | Personalization MAKE IT EASY TO BUILD EXPERIENCES RELEVANT TO YOUR CUSTOMERS. Make a customer’s experience more relevant to them and their current context Provide tooling within SmartEdit to manage consistently for content, merchandising & commerce functionality Drive engagement & conversion with tailored experiences for your customers
- 20. Personalization | Key Capabilities Create and deliver targeted experiences that are relevant to your customers See your changes as you work to build an experience Learn more about your customer using SAP Hybris Profile to drive segments Adapt as profile learns more during customer interactions Schedule experiences such as summer sales, valentine’s day promotions
- 21. SET UP AND MANAGE PERSONALISED CONTENT
- 22. PROMOTION ENGINE & COUPONS Easy to use, intuitive business tools and templates for faster creation and publishing of promotions EASY TO USE Built on industry standard rule engine with unlimited flexibility and optimized performance POWERFUL TARGETED Extend OOTB functionality with your own promotion conditions and actions EXTENDABLE Highly targeted promotions and coupon based campaigns
- 23. RULE BASED PROMOTIONS CART Give Product X for free Has Total >= $X Contains product(s) in category C Contains product(s) with quantity N Add discount on cart total Change shipping method Add discount on line item CONDITIONS ACTIONSCUSTOMER PRODUCT SITE CUSTOM DELIVERY CATEGORY
- 24. COUPON MANAGEMENT Free gift Coupon Code Qualifying products Cart total Order level discount Free Coupon Product level discount CONDITIONS ACTIONS Single Code Coupon Multi Code Coupon SUMMER69 PROMO-XB9C-8ZKL Coupon Redemptions per customer Maximum redemptions Code generation Prefix: PROMO Separator: - PartCount: 2 PartLength: 4 Promotion rule The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described.
- 25. INTUITIVELY CREATE PROMOTION CONDITIONS & ACTIONS
- 26. ADD PROMOTIONS TO YOUR STOREFRONT
- 27. ORDER MANAGEMENT FOR SAP HYBRIS COMMERCE Buy & Fulfill from Anywhere Endless Aisle Custom ATS Pick, Pack & Ship Pickup & Return In Store Single View of Orders, Self- Service Online & In Store Returns DISTRIBUTED ORDER MANAGEMENT ORDER ORCHESTRATION ORDER LIFECYCLE MANAGEMENT Omni-Channel for Multiple Back-Ends Simplify Complex Sourcing & Order Splitting Workflows
- 28. INVENTORY & AVAILABILITY | ATP View OM provides a light weight way to manage stock and availability from head office or within your stores without needing to directly interact with complex back-end systems. By orchestrating the available to sell calculations, OM shows users a single, real-time, view of availability. Viewing different ATP formulas and results from different sources, understand and manage what you really have available, locally and globally. ATP VIEW ALLOWS USERS TO VIEW THE DIFFERENT ATP FORMULAS AND VALUES CONFIGURED FOR BASE STORE, PRODUCT AND LOCATIONS
- 29. SELF SERVICE | Cancellations EMPOWER CUSTOMERS TO SELF- SERVICE THEIR ORDERS WITHIN THE MY ACCOUNT AREA OF THE ACCELERATOR STOREFRONT Orders and order items can be tracked, viewed and cancelled giving the customer greater flexibility within and along their commerce journey experience Free up Customer Support Agents to reduce costs and enable them to give better customer service support elsewhere, providing customer sales support to increase revenue Customers can save time and effort, reducing frustration, increasing satisfaction and promoting loyalty
- 30. FULFILLMENT in MULTIPLE Back Ends with S/4 HANA SAP Hybris Commerce cross- industry offering for Distributed Order Management Order Lifecycle Management Order Orchestration Fully integrated with SAP ERP and SAP S/4HANA back ends Supports fulfillment based on multiple back ends Offers the framework & patterns to integrate non-SAP back ends Offers the framework and the patterns to consume external services, e.g. for Source of inventory/availability information Making sourcing decisions FULFILL WITH A SUPERIOR EXPERIENCE USING ORDER MANAGEMENT FOR SAP HYBRIS COMMERCE AND SAP BACK ENDS.
- 31. BACKOFFICE CUSTOMER SUPPORT COCKPIT UI optimized for Customer Support agents Full access to Order Management functionality ASM based storefront integration FEATURE RICH Based on modern Backoffice Framework Optimized for Desktop & Tablet SSO between Backoffice and Storefront MODERN ARCHITECTURE BACKOFFICE CS COCKPIT
- 33. SAP HYBRIS COMMERCE, ASSISTED SERVICE MODULE PICK UP CUSTOMERS‘ STOREFRONT SESSIONS AND PROVIDE REAL-TIME CUSTOMER SALES SUPPORT
- 34. ASM CUSTOMER 360 Degree View Enhanced personalization for CS Agents to serve the customer, saving time in searching for the information from myriad sources An open framework that will allow simple integration with external customer profile sources, making that data available anywhere Integration with WCMS allows components to be updated in runtime, avoiding costly project work and downtime THE CUSTOMER 360 DEGREE VIEW FRAMEWORK DISPLAYS ADDITIONAL CUSTOMER INFORMATION TO ENABLE A MORE PERSONALIZED CUSTOMER SALES AND SERVICE SUPPORT JOURNEY
- 35. ASM CUSTOMER 360 Degree View | Look & Feel
- 36. © 2016 SAP SE or an SAP affiliate company. All rights reserved. SAP Hybris Commerce | Roadmap Highlights NEXT RELEASE Q1 2017 LATEST RELEASE Q4 2016 FUTURE OUTLOOK Q2 2017 & BEYOND CX OM SAP INT PLATFORM MDM COMMERCE Commerce Quotes (Phase 1) CMS SmartEdit Enhancements Personalization Across Commerce Inventory & Availability – External Sources Order Mods & Self-Service – Return Request Data Hub Elastic Scale & Failover Backoffice Product Cockpit Profile Aging and Data Decay End-to-End Commerce with S/4HANA Cloud Deployment: Containerization Sales Organization (Phase 2) Enhanced Bundles, Bundle Management Commerce Quotes (Phase 2) Versioning & Workflow Searchandising Business Configuration Cloud Convergence Data Hub Developer Tooling Backoffice Workflow Center, PCM Assortment Profile Analytics After-Sales Self-Service with S/4HANA Omni Commerce Quotation Management Cloud Deployment: Cluster Management Service Layer Direct Rollout Potential Promotions Coupon Giveaway Promotion CMS SmartEdit Enhancements Content Personalization, Profile Integration Inventory & Availability – ATP View Order Mods & Self-Service – Cancellations Data Hub Operational Awareness Backoffice Sass Support & Grid View Profile for Commerce Improvements End-to-End Commerce with S/4HANA Promotion Discounts in AOM Distributed Processing Service Layer Direct Rollout The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described.
- 37. THANK YOU!
Editor's Notes
- At the same time, learning and knowing the customers are key to delivering great experiences. The good news is that customers are giving brands and sellers a lot of hints and clues. Customers are connected all the time. According to a research by Accenture, 87% of consumers use their mobile devices as a second screens while they are watching TV. http://www.adweek.com/lostremote/accenture-report-87-of-consumers-use-second-screen-device-while-watching-tv/51698 And not only so, they also use the mobile devices while they are shopping in store. According to a report by InReality, 75% of the shoppers use a mobile phone while shopping. https://www.internetretailer.com/2015/04/09/75-store-shoppers-use-their-mobile-devices-store Clearly, the mobile phone is the constant companion for the customers. And they can provide a lot of insights and context of what the customers want and need. Here is another example. Independent of the channel, customers are leaving digital footprints everywhere. According to a Forbes article, 40K queries are performed every second on Google. And this is just on Google. This is equivalent to 2.4 mil queries per minute, and 144 mil per hour! There are a lot of data out there. The challenge is how to make use of them for your effort. http://www.forbes.com/sites/bernardmarr/2015/09/30/big-data-20-mind-boggling-facts-everyone-must-read/#40c619356c1d
- And with these changes in the market and customer behavior, many organizations are seeing their effects. According to a PWC study with CEOs, 22% believe that their business models are being disrupted. Usually this disruption is coming from somewhere they don’t expect. A case in point. According to a Digital Clarity Group study, a large global electronic firm was caught by surprise when landslide of customers abandoned retail channels overnight. This is forcing them to rethink and retool so that they can be relevant with their customers. And lastly, social and mobile adoption by consumers are forcing the changes. If you are not where your customers are, you are no longer relevant!
- And the problem is that majority of business today cannot be as agile as the customers as they shift from one channel to another. According to Forrester, only 12% of organizations can provide a “seamless hands-off” between channels. And this may only happen between certain channels.
- Why? Because legacy and point solutions make it impossible for organizations to follow their customers.
- To be successful today, you need to have the mindset that “omnichannel is business!” There is no alternative. Customers is setting the rules. Comply to them and you win. Ignore them and you will likely lose.
- To be successful, we need to attack the core of the of the problem. You need to transform digitally so that you can engage and win the digital customers.
- Our perspectives are that you Transform with Commerce. Lead your digital transformation by embracing and enabling omni-channel commerce. Enable your customers and prospects to interact, engage, and transact with you anywhere and anytime. Deliver great experiences that win fans, nurture advocates, and drive growth. BECOME AN OMNI-CHANNEL BUSINESS Interact, engage, and transact in whatever touchpoints, and at any time your customers want. DELIVER CONTEXTUAL CUSTOMER EXPERIENCES Provide customer experiences that are helpful, valuable, timely, and differentiated using customer intelligence and insights. RESPOND TO THE MARKET FASTER Take advantage of new trends, capture emerging opportunities, or deliver to new cusotmer expectations; you need to be there faster than your competition.
- You need to have one source for all your underlying information: product, customer, inventory, pricing, order status. Companies need an integrated system of reference that sits above traditional transactional systems of record (i.e. ERP). You need to think of it as an infrstructure project –> that‘s where hybris and SAP can help to manage the data complexity
- To summarize, SAP Hybris Commerce provides capabilities for: Product content management – manage your content, catalog, workflow and collaboration tools, product management with intuitive multilingual product cockpit Web content management – manage your page templates for all touchpoints with Live Edit, preview mode enabling you to see exactly how your content will look; drag and drop capabilities Search and merchandising – Solr-based search and navigation, faceted browsing, keyword and product suggestion; boost & bury; and next generation Merchandising capabilities using real-time data and context Order management – Real-time visibility to inventory across the org; sourcing and allocation; order versioning, routing, and replenishment; pick, pack, and dispatch; omni-channel fulfillment such as buy online pickup in store Mobility – Web responsive design templates as well as SDK for native iOS and Android mobile app Integration – Data Hub for data aggregation and validation; open omni-commerce connect API, and Hybris Extend Marketplace Customer Service – C4 Service integration for ticketing; native module for basic service; integration to SAP Jam for self-service and customer community Platform – Java-based modern platform; it is agile, flexible, and extensible; support all deployment options; and support the YaaS microservice architecture
- This slide shows a variety of hybris customers over many different industries. From consumer product companies like Levi’s to industrial manufactures like Krones to automotive suppliers like Bridgestone and logistics providers like DHL, hybris drives real business value across many different omni-channel commerce processes. Some of the metrics you see here typically lead to higher revenue and lower costs, which greatly improve profit margins. Additionally, hybris has a proven track record in helping sales organizations eliminate waste, improve efficiency, and accelerate quote to order cycle times.
- For deployment, SAP Hybris Commerce give you complete flexibility. You can deploy it on the cloud with a subscription model, on your on premise with the traditional software license, or a mix of both. It depends on your preference and business needs.
- No other commerce vendor has this pace of innovation. To put it in perspective, Hybris has released new code, new functionality on an average of 64 business days. 5.7 was released in October, with our next major release 6.0 following 3 years to quarter of 5.0 in Q2 2016. [ Days between reflect Business Days, including USA national holidays. European, specifically German are more frequent. Calculation using www.timeanddate.com] Release details can be found here: https://wiki.hybris.com/display/procol/Navigate+by+Release 5.2: https://wiki.hybris.com/pages/viewpage.action?pageId=235566877 5.3: https://wiki.hybris.com/pages/viewpage.action?pageId=241276632 5.4: https://wiki.hybris.com/pages/viewpage.action?pageId=245379851 5.5: https://wiki.hybris.com/pages/viewpage.action?pageId=256707432 5.6: https://wiki.hybris.com/pages/viewpage.action?pageId=281436541 5.7: https://wiki.hybris.com/pages/viewpage.action?pageId=285411677 6.0: https://wiki.hybris.com/x/IqblEQ
- The hybris WCMS is a marketing and publishing tool that offers Web content management capabilities that are fully integrated with hybris PCM and omni-channel commerce functions. The hybris WCMS makes it easy to manage content across channels – including online, mobile, and Rich Internet Applications – from a single user interface. With hybris WCMS, you are able to create, manage and drive exceptional customer experiences across all touchpoints. The solution supports such features as comprehensive preview capabilities preconfigured for both desktop and mobile devices, and the ability to make changes via live edit which enable organizations to easily place and re-use cross-channel marketing campaigns. It features drag-and-drop usability; synchronization of single components, whole sections and pages; responsive images management; and on-the-fly changes to product content. With hybris WCMS, you can avoid integration costs, make content easily available across all output channels, enable fast and easy creation of first-class, multifunctional sites, manage responsive sites from a single business UI and ultimately create a seamless omni-channel customer experience.
- Business View & Benefits
- Key Capabilities
- Now we will talk about one of the most exciting features in the upcoming 6.0 release Our goal is to empower business users with easy to use tools Give them the full power to create targeted and innovative offers And following the hybris design philisophy make it extendable by our partnters and customers
- Both single and multi-code coupons can be used as a Condition (Coupon Code) – to trigger promotions when a coupon code is entered on the cart Action (Free Coupon) – To award a coupon for future purchase as the result of a promotion
- 3 Areas of focus: DOM: Commerce Anywhere, Single View of Availability, The future of Bricks & Mortar is online Orchestration: Handling Complexity – Simplified F.O. Lifecycle: Simplifying the customer’s life, Self-service, Online AND InStore – Customer Experience
- Business View & Benefits Since ATS can be complex, we will show a user what goes into the calculation on screen and let them manage ATS for different purposes.
- Business View & Benefits Cut Customer Service costs and redeploy those people to generate more value Empower customers – saving them time and frustration Expose capabilities that exist already
- Business View & Benefits With the Q3 delivery we continue the story around integrating Order Management for SAP Hybris Commerce with SAP. With this we support customers, who want to consolidate their heterogeneous fulfillment landscape through SAP Hybris Commerce, even if they use SAP S/4HANA as backend system. Additionally, we also support third party order processing, where the service location is an external vendor. With this we can offer the capabilities of Hybris Commerce Order Management to our SAP Customers. They can use the features for Distributed Order Management Order Lifecycle Management Order Orchestration The integration offers the patterns to integrate not only SAP Backends, but also Non-SAP-Backends.
- The Assisted Service Module (ASM) enables employees to provide real-time customer sales support, using the same website storefront across the omni-channel framework their customer uses, both physically in-store, and virtually online. When a customer gets stuck during the buying process, the ASM allows them to finish the purchase by pairing them with customer support personnel using the same website storefront as them in real-time, with little additional effort. Once the support personnel Guide customers through complex purchase processes by providing real-time sales and service support within the same storefront and omni-channel framework they’re already using. has some simple information (eg. cart ID number or account name), they can find and emulate the customer’s cart, allowing them to provide sales or account administration support. Plus, a website storefront can have additional business rules configured to grant the customer sales and service support personnel special access rights to display special pricing, promotions, upgrades, entitlements, etc.
- Business View & Benefits Assisted Service Module Customer 360 Degree View Framework For the 6.2 release, we extended the Assisted Service Module with the new Customer 360 Degree View framework. A framework that displays additional customer information to a Customer Support Agent Enable a more personalized customer sales and service support journey Improving customer service efficiency, whilst increasing sales revenue. The 360 Degree Customer View framework is designed to be easily extended to expose any additional information that enables a Customer Support Agent to provide better support to their customers. For 6.2, out-of-the-box, we have exposed general and specific aggregated customer information pulled in from the Hybris Commerce platforms back-end. In addition to this, we have provided detailed documentation to allow WCMS components to be integrated, that can be updated on-the-fly using the WCMS Backoffice tooling. In future releases we intend to extend the Customer 360 Degree View Framework to pull through information from other external systems, for instance, integrating with SAP Hybris Profile on the YaaS environment.
- Look & Feel Include screen shots to showcase capabilities
- The product roadmap is structured along three different timelines: Latest Release - our latest RTC launched in the past weeks or months and can already be purchased. Next Release - our upcoming RTC expected to be launched in the short-term or mid-term, typically next quarter. Future Outlook - our long-term perspective on high-level development plans, typically +4-12 month horizon.