SAP Digital Interconnect Connects Anywhere
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Apresentação Silvio Lombardi, SAP
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SAP Digital Interconnect Connects Anywhere
- 1. PUBLIC Silvio Lombardi, Sales Executive, SAP Digital Interconnect August 2017 SAP Digital Interconnect: Connecting everyone, everything, everywhere
- 2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Consumers expect touch points that lead to meaningful conversations
- 3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Intelligent interconnections transform engagements in the digital economy Nearly 70% of enterprises directly engage through mobile 74% of users cannot “do without their mobile phones” 65% of users regularly use mobile to transact business online Enterprises are using mobile more often to directly engage customers
- 4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Chat bots and messenger apps becoming more mainstream Emerging services are transitioning into business engagement tools
- 5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Multichannel engagement empower the digital economy Random, coordinated engagement tactics are no longer effective More than 70% of consumers plan to use SMS the same or more often than they do now Strengthen engagement and deliver exceptional customer experiences
- 6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Enterprises injecting their brands with the power and reach of mobile Brands today can get actionable consumer feedback in real-time Mobile enables enterprises to engage with your customers anytime, anywhere Digital engagement can influence the entire customer lifecycle and purchase journey Mobile loyalty, research, and marketing services improve engagement
- 7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Mobile-connected consumers prefer SMS for password and PIN delivery 33% reported that an online account had been recently hacked or compromised More than 50% consider conventional user name and password schemes inadequate 90% are more “comfortable” when additional security measures (2FA) are employed SMS authentication improves digital experiences, security, and trust
- 8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Digital Interconnect connects everyone, everything, everywhere
- 9. Silvio Lombardi Sales Executive +1 470 366-6321 +55 11 5503-4628 silvio.lombardi@sap.com Thank You!
Editor's Notes
- Maximize engagement and drive innovation while delivering consistent growth and customer value, with SAP Digital Interconnect.
- Hoje vivemos no mundo da Hyperconectividade. Todos estão mais apegados aos smartphones do que nunca e acabam usando para tudo. Temos uma variacao do uso de acordo com o merdado, mas é fato que ninguem desgruda desses aparelhos. Sao usados para conversar com familiars e amigos, comprar produtos, procurer restaurants, entretenimento, etc… Eu estou aqui com vocês hoje para mostrar a visão da SAP DI para esse mundo conectado suportado por dados de algumas pesquisas que a SAP tem feito no mundo, muitas delas com a OVUM. Como vemos o contato, os canais e a segurança necessária para continuarmos aumentanto o business digital.
- Basicamente, os Smartphones são essenciais para o estilo de vida modern. Ficar sem internet ou sem bateria já causa agustia só de pensar Isso tem afetado como as Marcas se relacionam com os clientes a algum tempo. Em pesquisa recente que a SAP encomendou, 70% das Marcas consultadas já se conectam aos clientes por canais considerados mobile. Do outro lado da moeda, os consumidores confirmam sua alta dependencia desses aparelhos mobile 74% diz que nao vivem sem os smartphones… 65% usam para transacoes online, isso quer dizer que estamos descartandoa comunicacao pessoal, so estamos falando de negócios ENTERPRISES ARE USING MOBILE MORE TO ENGAGE CUSTOMERS Mobile has become so essential to daily life Nearly 70% of respondents say that they directly engage with their customers through mobile channels 74% of respondents say that they cannot “do without their mobile phones” 65% regularly use them to transact business online.
- Continuando a explorer o perfil do consumidor, temos aqui mais 2 informacoes relevantes para esse uso online: 25% dos consumidores da pesquisa confirmam que sontinuaram usando seus apps de comunicao ou até pretendem aumentar o uso 47% já usaram chat bots em interacoes com empresas Falando em chatbots, chat apps e IP Messagins, 83% das Marcas nessa pesquisa disseram que consideram introduzir esses canais para aumentar o engajamento com clientes. ------------------- SAP Digital Interconnect provides intelligent engagement with business applications, social networks, and messaging apps with programmable services. 47% of consumers have used a chatbot to engage with brands 83% of enterprises are considering chatbots and chat apps for customer engagement
- Os Consumidores da Era Digital querem uma comunicacao mais inteligente, mais integrada As taticas tradicionais de engajamento já não trazem os mesmos resultados no novo mundo hyper conectado. Os consumidores estão sendo super contactados por muitos canais. SMS ainda é um canal com alto retorno, tanto que em pesquisa da OVUM, mais de 70% das marcas planejam continuar o MKT via SMS atual ou aumentar o uso entre 2017 e 2018 Além do SMS, email Mkt é uma ferramenta de baixo custo, mas que em altos volumes tem um ótimo ROI. Muitos executivos do MKT ainda consideram o email MKT uma das taticas mais efetivas para aquisicao e retencao de clientes. Juntamente com SMS e email, as novas tecnolgias trouxeram mais 2 players nos canais de comunicacao mobile, Push e IP Messaging (mensagens dentro dos APPs) Aqui entra a visão que a SAP Digital Interconnect criou. Uma ferramenta única integrando 3 canais: SMS, Email e Secure Push. Chamamos de Secure Push pela capacidade de monitorar a entrega e leitura do Push com uma alternative fallback para SMS em casos de necessidade de garantia de atingir o consumidor naquele momento. A ideia é aumentar a opcao de como se conectar com os consumidores no dispositivo mais usado, o Smartphone. Também conseguimos integrar com plataformas de midia social como o Facebook, com apps de comunicacao como o WeChat e temos uma API para que as marcas também possam customizer outras integracoes. Essa Solucao é o IN 365 e com ele fornecemos ao nosso cliente a capacidade de uso desses 3 canais com uma unica integração, prover um mecanismo de descisao de qual canal será usado e capacidade de reporter os resultados tanto em alto nível por campanha ou detalhadamente por canal. Connected consumers want more intelligent, contextual engagements. MULTICHANNEL ENGAGEMENTS EMPOWER THE DIGITAL ECONOMY Random, coordinated engagement tactics are no longer effective in today’s hyperconnected world. Consumers are being engaged through more channels than ever before. SMS remains very popular with consumers. According to Ovum, more than 70% plan to use SMS the same or more often than they do now.2 It’s recognized that along with SMS, e-mail provides tangible marketing ROI at low costs, with a great majority of marketing executives considering e-mail marketing one of the most effective tactics for acquiring and retaining customers. The SAP® Intelligent Notification 365 mobile service integrates three powerful channels – e-mail, short message service (SMS), and secure in-app push notification – to help enterprises deliver a best-in-class customer engagement solution. SAP Intelligent Notification 365 autonomously routes message delivery across channels to compel customer action. Strengthen mobile engagement and deliver exceptional experiences to your customers.
- Os canais de entrega são muito importantes, mas muitas vezes algumas empresas estão um passo atrás. Não tem ferramentas para o planejamento do uso dos canais, não tem como medir e usar as informacoes adquiridas e acabam disperdicando uma importante fonte de dados. Também é importante que essas ferramentas já tenham um vies para o mobile mkt e nao só para os canais tradicionais. Com isso em mente, a SAP DI também pensou no como usar as canais e Criou uma ferramenta que funciona como cockpit para Mobile Marketing. É o Engagement 365. Uma ferramenta SaaS que permite o engajamento mobile de uma maneira integrada e simples. A ferramenta foi pensanda no formato de ciclo de vida do consumidor. Temos funcionalidades para Aquisiçao, Retençao, Fidelizaçao e Suporte entre outros. ________________________ consumer feedback in real-time. Engage with your customers and prospects anytime, anywhere, via their mobile phone with SAP Engagement 365 mobile service. The service supports the entire customer lifecycle – from awareness creation to purchase facilitation, post-purchase support, and retention. HARNESS THE POWER AND REACH OF MOBILE In today’s hyperconnected world, innovative mobile loyalty, research and marketing services can help enterprises interact with consumers anywhere, any SAP Engagement 365 is a powerful platform that can meet the requirements of any size company while launching and managing single or multiple campaigns.time. Build lasting relationships with your customers through their mobile phones.
- Esse mundo digital é muito legal, integrado, mas cada vez mais segurança é uma preocupacao. Não só das empresas, mas dos consumidores também O grande aumento dos services mobile e cloud based temos visto também o aumento das notícias de brechas de segurança em APPs, incidents com hackers e roubo de identidade. Dos consumidores de nossa pesquisa, 33% já tiveram problems como contas roubadas e 50% acha que o modelo tradicional de Usuário e Senha já não é mais suficiente para a protecao online. Os consumidores desse mundo mobile tem demonstrado grande interesse em uma segurança extra e 90% se diz mais confortaveis quando alguma seguranca extra é implementada ao modelo tradicional de usuario e senha. Uma alternative bastante citada foi a Autenticacao de 2 fatores (o envio de um pin para um canal seguro, ferramenta já usada por bancos a bastante tempo). Outro canal bastante citado foi a Biometria. Trazendo um pouco da visão da SAP para esse Mercado digital, nós também achamos importante essa segunda camada de segurança e nossa aposta foi mesmo o 2FA. Mas também acreditamos que isso precisa ser fácil, que nossos clientes tem que se preocupar com seus Negocios e nao com como implanter essa segurança extra. Com esse pensamento vem nossa aposta no mundo 2FA, o Authentication 365. Ele é uma aplicacao SaaS onde nossos clientes acessam a ferramenta para a criacao, envoi e validacao do PIN. Claro que já temos uma integracao nativa com o IN365 para envoi, mas um cliente pode optar por usar um canal que ele já tenha também. --------------------------- SMS authentication improves digital experiences, security, and trust The rapid growth of mobile and cloud-based services is significantly increasing the probability of companies and consumers experiencing a malicious and costly intrusion. Provide a secure digital experience to your customers with SAP Authentication 365 and tap into the growing opportunity of mobile engagement, online banking, and e-commerce. THE DIGITAL ECONOMY DOESN’T COME WITHOUT ITS RISKS With the rising number of data breaches, hacking incidences, and identity theft cases, more than 50% of respondents consider conventional user name and password security schemes inadequate to protect their online accounts and personal data. MOBILE-CONNECTED CONSUMERS PREFER SMS FOR OTP AND PIN DELIVERY SAP Authentication 365 is a low-risk solution that can help improve engagements leading to higher customer satisfaction, loyalty, and sales. In the digital economy, consumers want and expect secure transactions and simple experiences. According to those surveyed, SMS is the preferred channel for receiving one-time passwords (OTP) or a personal identification numbers (PIN). ANOTHER LAYER OF SECURITY IMPROVES CONFIDENCE IN DIGITAL EXPERIENCES Securing transactions and experiences is key to developing trust and assurance in the mobile and ecommerce channels. 90% of respondents say that they are more “comfortable” with businesses that employ additional security measures such as SMS-based two-factor authentication (2FA). Two-factor authentication solutions, like SAP Authentication 365, provide a simple yet highly secure method for validating users as well as online and mobile transactions. BIOMETRICS ARE BECOMING MORE ACCEPTED AUTHENTICATION OPTIONS As threats, engagements, and consumers become more sophisticated, on-device biometrics can augment authentication schemes to help protect business systems, brand reputations, and data. 87% of respondents would use a biometric authentication option if offered on their mobile device. SAP Authentication 365 uses SMS, a familiar and ubiquitous mobile function that works on every mobile phone and network without downloads or special on-device features. Protect Your Customers and Brands with SMS-Based Two-Factor Authentication.
- ABOUT SAP DIGITAL INTERCONNECT SAP Digital Interconnect, formerly SAP Mobile Services, provides cloud-based engagement services and programmable digital interfaces that enable enterprises to connect the “last mile” with their customers. Anonymized mobile-sourced data and analytic services provide near-real time consumer insight to brands and agencies around the globe. Our interconnection services to help operators worldwide simplify and optimize connectivity, monetize messaging services, and reduce network costs without additional capital expenditure. In addition, SAP operates one of the world’s largest, most reliable cloud messaging networks, reaching 7.3 billion subscribers on over 1,000 operators in more than 220 countries and processing over 1 billion messages daily. For more details about how SAP Digital Interconnect can help transform your business and improve customer experiences in the digital economy, please contact us at sapdigitalinterconnect@sap.com or visit us on the Web at http://www.sap.com/digital-interconnect. To learn more about intelligent and interconnected mobile engagements, join the SAP Mobile Services Community at https://community.sapmobileservices.com/ and follow us on Twitter at @SAPInterconnect. ABOUT SAP As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com.