Part of the Beyond CRM webinar series, this deck is a webinar to be delivered by John Heald, SAP Hybris, around the omnichannel customer journey and how to deliver service excellence. Agents today require context and real-time customer insight.
Go Beyond CRM -with SAP Hybris Service Solutions: http://www.hybris.com/en/service
From complex ticketing scenarios in a Call Center to comprehensive Field Service Management scenarios onsite, see how SAP Hybris Cloud for Service can transform your service interactions in a digital world.
To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service
Mail volumes have decreased dramatically since the proliferation of the internet. Revenues are going down and costs are going up. Postal organizations are trying to cut costs, but unfortunately the cost savings alone are most likely not enough to turn things around. Postal providers need to act. They have to adapt their business and conduct an innovation strategy. This has to happen in traditional mail services, but also in finding new growth drivers in order to differentiate themselves to survive. Discover what are the monetization challenges and revenue management process renovations associated with this needed transformation.
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
Business of Value Added Services in New Mobile Era: From Strategy and Busines...Ali Saghaeian
Please email me "saghaeian [at] gmail.com" for any request on VAS research, consulting and training.
This presentation includes topics such as:
The mobile 3.0 – The trends for Multimedia Services and Value Added Services
The 4th revenue curve of mobile communication – The business of Value Added Services.
Differences in doing business with Multimedia and Value Added Services than voice, messaging and access (data) services.
Mobile Operator Strategy and implications for the ecosystem
The Impact of 4th curve on mobile operator’s financials
Investing in the 4th Curve
How can Operators become Digital Lifestyle Solution Providers (DLSP)?
Accelerate your journey to SAP S/4HANA with SAP’s Business Technology PlatformSAP Technology
Best run companies are already benefiting from SAP S/4HANA. Move to SAP S/4HANA quickly with confidence. SAP EIM and SAP Cloud Platform capabilities help you migrate data, curate, and govern master data, archive unused data, move custom code. With performance, functional, and security test tools, customers can move to SAP S/4HANA with confidence.
From complex ticketing scenarios in a Call Center to comprehensive Field Service Management scenarios onsite, see how SAP Hybris Cloud for Service can transform your service interactions in a digital world.
To find out more visit SAP Hybris here: http://hybris.com/en/service/cloud-for-service
Mail volumes have decreased dramatically since the proliferation of the internet. Revenues are going down and costs are going up. Postal organizations are trying to cut costs, but unfortunately the cost savings alone are most likely not enough to turn things around. Postal providers need to act. They have to adapt their business and conduct an innovation strategy. This has to happen in traditional mail services, but also in finding new growth drivers in order to differentiate themselves to survive. Discover what are the monetization challenges and revenue management process renovations associated with this needed transformation.
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
Business of Value Added Services in New Mobile Era: From Strategy and Busines...Ali Saghaeian
Please email me "saghaeian [at] gmail.com" for any request on VAS research, consulting and training.
This presentation includes topics such as:
The mobile 3.0 – The trends for Multimedia Services and Value Added Services
The 4th revenue curve of mobile communication – The business of Value Added Services.
Differences in doing business with Multimedia and Value Added Services than voice, messaging and access (data) services.
Mobile Operator Strategy and implications for the ecosystem
The Impact of 4th curve on mobile operator’s financials
Investing in the 4th Curve
How can Operators become Digital Lifestyle Solution Providers (DLSP)?
Accelerate your journey to SAP S/4HANA with SAP’s Business Technology PlatformSAP Technology
Best run companies are already benefiting from SAP S/4HANA. Move to SAP S/4HANA quickly with confidence. SAP EIM and SAP Cloud Platform capabilities help you migrate data, curate, and govern master data, archive unused data, move custom code. With performance, functional, and security test tools, customers can move to SAP S/4HANA with confidence.
Consideration and implementation of a successful marketing automation strategy presented by Andrew Wilson, Freelance Digital Marketing Automation & Project Manager
The unexpected and unprecedented spread of COVID- 19 has forced most businesses to adapt to the virtual environment. This applies even for meetings and Quarterly Business Reviews.
How should remote QBR be conducted
MP4 version: https://youtu.be/8MD0bTouFZo
The Cornerstones of a Successful Sales Management Process:
1. Sales plan formulation:
• Sales strategy (per segment - industry, product, territory)
• Setting profit-based sales targets, quotas, sales forecasting.
• Demand management, and the writing and execution of a sales plan.
2. Sales plan implementation:
• Sales force recruitment and selection (profiling) - recruiting the right people (appropriate profile) to help sell the company’s product.
• Sales force training - continuous training on the various products a company offers. It covers things like how hard to sell a customer or more laid back type of selling.
• Sales force motivation and compensation - clear job description, effective sales practices, they have personal need for achievement, right incentives or rewards are in place (performance accelerators and boosters).
3. Evaluation and control of the sales force:
• Quantitative assessment - input (sales calls, selling expenses) vs. output objectives (meeting sales quota). The sales reporting includes the key performance indicators of the sales force. The Key Performance Indicators indicate whether or not the sales process is being operated effectively and achieves the results as set forth in sales planning. It should enable the sales managers to take timely corrective action deviate from projected values. It also allows senior management to evaluate the sales manager. More "results-related" than "process-related" are information regarding the sales funnel and the hit rate (conversion). Sales reporting can provide metrics for sales management compensation. Rewarding the best managers without accurate and reliable sales reports is not objective.
• Behavioral evaluation - attitude, attention to the customer, selling skills, communication encompasses a good evaluation.
4. Salesforce automation and customer relationship management:
• Sales force computerization - use of technology to make sales functions more effective and efficient.
• Omnichannel customer communication.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP
Across Health SVP Global Accounts Beverly Smet and Jan Keuppens will demonstrate the latest insights from our Navigator365™ omnichannel affinity research, emphasizing more the significance of a true transformation within pharma organizations in the New Normal era.
Key topics included:
• The impact of covid in the traditional business model, sales & marketing collaboration levels, and the key pharma channels
• What are some of the ingredients required to create a seamless customer experience and how to drive omnichannel customer engagement in the Next Normal?
• How to pump up the digital volume by building an integrated marketing & sales engine for B2B
Watch the recorded webinar and access the full deck here: https://bit.ly/3GFUaNX
How to Build a Killer Strategic Account Plan Avention
The Strategic Account Plan is a tool that helps salespeople be better positioned to take on new accounts and forge stronger relationships with existing ones. The plan contains critical information about the prospect that every sales rep should know before even thinking about making the initial phone call. Putting the information down in a concise, structured way helps the salesperson to focus on what is important about the account and how it aligns with your company’s offering. Having a plan can be that one step further, the edge over the competitor, the crucial piece of data that can close the deal. Simply put, the Strategic Account Plan is the blueprint of the sale.
The Strategic Account Plan should be almost a mini encyclopedia of the company. It should allow the salesperson to know the account inside and out. The plan must have all the important information about the company and its financials, competitors, technology, goals, and objectives. It must provide insights about recent development and drivers in the account and the industry. It is imperative that the plan contains extensive and accurate contact information. Moreover, the contacts ought to be structured in the proper hierarchical way so that the sales rep knows how to navigate through the list.
The Go-To-Market framework is a related set of activities and processes that connect the company’s product strategy to the customer experience. The Go-To-Market framework is cross-functional, spanning product management, product marketing, and sales. It is a strategy and requires operational efficiency.
What is ERPNext?
● ERPNext is an Open Source ERP System
● Active project since 2010
● Used by more than 1000 companies in more than 100
countries
● Designed for small and medium-sized business.
● Covers accounting and finance, CRM, manufacturing,
payroll, inventory, and more
● Highly customizable and extendable
A great customer experience is the cost of doing business across the Asia Pacific region – CMO Council concludes after surveying 287 senior marketing executives across this region. This rising expectation in Asia is outpacing the rest of the world. But yet, only as low as 2% consumers surveyed felt they had their expectations exceeded. That has made contextual marketing no longer a thing of the future, but rather a necessity for any brand to succeed today.
Start your SAP Hybris Marketing Free Trial - here! http://hybris.com/en/free-trial-marketing
Consideration and implementation of a successful marketing automation strategy presented by Andrew Wilson, Freelance Digital Marketing Automation & Project Manager
The unexpected and unprecedented spread of COVID- 19 has forced most businesses to adapt to the virtual environment. This applies even for meetings and Quarterly Business Reviews.
How should remote QBR be conducted
MP4 version: https://youtu.be/8MD0bTouFZo
The Cornerstones of a Successful Sales Management Process:
1. Sales plan formulation:
• Sales strategy (per segment - industry, product, territory)
• Setting profit-based sales targets, quotas, sales forecasting.
• Demand management, and the writing and execution of a sales plan.
2. Sales plan implementation:
• Sales force recruitment and selection (profiling) - recruiting the right people (appropriate profile) to help sell the company’s product.
• Sales force training - continuous training on the various products a company offers. It covers things like how hard to sell a customer or more laid back type of selling.
• Sales force motivation and compensation - clear job description, effective sales practices, they have personal need for achievement, right incentives or rewards are in place (performance accelerators and boosters).
3. Evaluation and control of the sales force:
• Quantitative assessment - input (sales calls, selling expenses) vs. output objectives (meeting sales quota). The sales reporting includes the key performance indicators of the sales force. The Key Performance Indicators indicate whether or not the sales process is being operated effectively and achieves the results as set forth in sales planning. It should enable the sales managers to take timely corrective action deviate from projected values. It also allows senior management to evaluate the sales manager. More "results-related" than "process-related" are information regarding the sales funnel and the hit rate (conversion). Sales reporting can provide metrics for sales management compensation. Rewarding the best managers without accurate and reliable sales reports is not objective.
• Behavioral evaluation - attitude, attention to the customer, selling skills, communication encompasses a good evaluation.
4. Salesforce automation and customer relationship management:
• Sales force computerization - use of technology to make sales functions more effective and efficient.
• Omnichannel customer communication.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP
Across Health SVP Global Accounts Beverly Smet and Jan Keuppens will demonstrate the latest insights from our Navigator365™ omnichannel affinity research, emphasizing more the significance of a true transformation within pharma organizations in the New Normal era.
Key topics included:
• The impact of covid in the traditional business model, sales & marketing collaboration levels, and the key pharma channels
• What are some of the ingredients required to create a seamless customer experience and how to drive omnichannel customer engagement in the Next Normal?
• How to pump up the digital volume by building an integrated marketing & sales engine for B2B
Watch the recorded webinar and access the full deck here: https://bit.ly/3GFUaNX
How to Build a Killer Strategic Account Plan Avention
The Strategic Account Plan is a tool that helps salespeople be better positioned to take on new accounts and forge stronger relationships with existing ones. The plan contains critical information about the prospect that every sales rep should know before even thinking about making the initial phone call. Putting the information down in a concise, structured way helps the salesperson to focus on what is important about the account and how it aligns with your company’s offering. Having a plan can be that one step further, the edge over the competitor, the crucial piece of data that can close the deal. Simply put, the Strategic Account Plan is the blueprint of the sale.
The Strategic Account Plan should be almost a mini encyclopedia of the company. It should allow the salesperson to know the account inside and out. The plan must have all the important information about the company and its financials, competitors, technology, goals, and objectives. It must provide insights about recent development and drivers in the account and the industry. It is imperative that the plan contains extensive and accurate contact information. Moreover, the contacts ought to be structured in the proper hierarchical way so that the sales rep knows how to navigate through the list.
The Go-To-Market framework is a related set of activities and processes that connect the company’s product strategy to the customer experience. The Go-To-Market framework is cross-functional, spanning product management, product marketing, and sales. It is a strategy and requires operational efficiency.
What is ERPNext?
● ERPNext is an Open Source ERP System
● Active project since 2010
● Used by more than 1000 companies in more than 100
countries
● Designed for small and medium-sized business.
● Covers accounting and finance, CRM, manufacturing,
payroll, inventory, and more
● Highly customizable and extendable
A great customer experience is the cost of doing business across the Asia Pacific region – CMO Council concludes after surveying 287 senior marketing executives across this region. This rising expectation in Asia is outpacing the rest of the world. But yet, only as low as 2% consumers surveyed felt they had their expectations exceeded. That has made contextual marketing no longer a thing of the future, but rather a necessity for any brand to succeed today.
Start your SAP Hybris Marketing Free Trial - here! http://hybris.com/en/free-trial-marketing
What consumers want from marketer is, simply, simplicity – Harvard Business Review reported.
Marketing, however, is not a simple thing. Digitalisation has caused a customer’s journey to no longer be a linear one, as it cuts a multitude of digital and physical brand touch points. Yet understanding the consumer’s intent and where the consumer is likely to be for each of these phases, is crucial for any marketer to be able to deliver a contextual, meaningful marketing effort.
That’s not all. The topic of data – big, small, dark, as well as, analytics remains important. But as marketers, are you harnessing all of this data to help simplify the customer experience?
Join us in an upcoming webinar as we uncover the power of contextual marketing and how SAP Hybris Marketing solution will enable you to deliver that relevant experiences your consumers call, simplicity.
Simplifying the Front Office with SAP Hybris Cloud for Sales Retail ExecutionSAP Customer Experience
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
Are you looking to enable contextual, consistent, and relevant experiences regardless of channel or device throughout the customer journey - in real-time? SAP Hybris can help! Learn more about creating your own microservices solution with yaas, by SAP Hybris.
The Future of Sales - Disrupt, Align and Connect to Your Customer's JourneySAP Customer Experience
What's the most powerful thing you produce? An engaged customer!
Jamie Anderson, CMO, SAP Hybris shares with a Selling Power Magazine Sales 3.0 Conference audience the way in which to harness the power of change to disrupt the selling environment.
For more about SAP Hybris Sales Cloud, visit: http:www.hybris.com/sales
In this deck you will find best practices for marketing in the high tech industries. See how the NHL, Samsung, Nikon and more are using techniques such as contextual marketing and predictive analytics to be more relevant to their customers.
Sales, Marketing and Artificial intelligence: Science Fiction or Reality?SAP Customer Experience
Live from Sales 3.0 Conference, the Sales and Marketing event of 2017! Johann Wrede, Global VP of Strategic Marketing at SAP Hybris uses The Matrix, Space Odyssey, The Jetson's, Star Trek and more to trace the lineage of how we live today in the future with Artificial Intelligence. Learn what it means for Sales and Marketing with SAP Hybris.
For more from SAP Hybris please visit us at: http://www.hybris.com
Going Beyond Digital Disruption: harnessing the power of 'Design Thinking'SAP Customer Experience
The customer journey has no boundaries, it flows between channels, devices and departments.
* How is your marketing organization dealing with providing a seamless customer experiences across your entire company?
* Are your sales and marketing forging a strong, collaborative alliance that enables them to work in harmony?
* Do your marketing and commerce teams have the same vision of the right customer experience?
Disruptive innovation is only achievable if you are findings the problems worth solving, and empowering yourself and your teams with the right problem solving tools.
Nicholas keynote will explore how SAP has been harnessing the power of ‘Design Thinking’ reveals the linkages between “design” and disruptive products, services, and even business model innovation.
Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilization. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.
How can you ensure your people deliver a first-class service every time? John Heald, Global Vice President, SAP Hybris Service shares his knowledge and experience and spots the trends you need to know about to make customers happy in service and support.
He'll cover:
-How easy is it to contact your customer service?
-When your customers talk/chat with your agents, how great is the experience? If the customer reports an issue, how quickly do you resolve it?
-How reliable are you at arriving on time promise, and how do you keep customer informed?
-How prompt are the field team, and how often do they solve at first visit?
Learn more about SAP Hybris Service at: https://hybris.com/en/products/service
Digital Transformation Road Map for Customer Service with Dynamics 365Manish Chauhan
Dynamics 365 for Customer Service: Digital Transformation Road Map for Customer Service with Dynamics 365. Drive digital transformation with a new approach to customer relationship management (CRM) solutions for a comprehensive view of your customers.
Optimize Field Service Management with Mize FSMMize Inc.
Improving Customer satisfaction, retention, and predictable revenues from loyal customer base is critical for growing aftermarket revenues and profitability. Customer-Centric Field Service Management can enable you and your dealer/service partners to drive customer experience and sales of service and maintenance agreements while improving the effectiveness of field service delivery.
Mize Field Service Management (FSM) solution powered by Connected Customer Experience Platform and Smart Blox enables you to:
Simplify customer’s access to all services and buying of service plans using My Customer Portal
Improve Technician productivity with Channel Connect Mobile App
Unify Field Service Operations with Customer Central to orchestrate Warranty, Service Plans, Support, Service Parts, and Knowledge
With SAP Customer Experience (SAP CX), you can communicate with your customers through different contact points and understand their expectations; you can meet your needs.
Presentación de Mauricio Bravo, Director de servicios profesionales de NCR para América Latina en el 16º Congreso de Tecnología para el Negocio Financiero.
Discover the cockpit in SAP Hybris Customer Experience, which combines SAP Hybris solutions with digital technologies such as augmented reality and the Internet of Things. Learn how to create unique, differentiating customer experiences that exceed expectations by assisting and guiding clients, field agents, and service agents through their interactions. Learn more: https://www.hybris.com/
APIdays Paris 2018 - Europ Assistance, the transformation through Public APIs...apidays
Europ Assistance, the transformation through Public APIs
Kleber Bacili, CEO, Sensedia
& Fernando Ouverney Diniz, Development Manager, Europ Assistance
Apply to be a speaker here - https://apidays.typeform.com/to/J1snsg
Similar to The Future of Service in the Omnichannel World (20)
Ever wonder how businesses will survive when customers specify the terms of your relationship? We found some striking trends you’ll want to take a look at.
Explore the Five Trends.
See what they are and discover ways that brands like yours can adapt to succeed in the future.
Learn more about how SAP Leonardo is driving business results please visit: http://sap.to/6007EuIkl
From the rise of customer advocacy to ever-changing consumer expectations, 2018 has been a rollercoaster year for businesses on their journey to deliver memorable customer experiences. As the ball drops on 2019, the CX landscape will become even more complicated to navigate and win. Not only in terms of engaging your customers, but also for organisations to deliver on. With a focus on a proliferation of even more engagement channels, the era of customer care, the rise of dark social, the age of platform agility, you'll be amazed at whats in store for 2019! Join us for this virtual master class as we dive into the trends that are shaping CX for 2019 and beyond.
To find out more about the future of CX, visit us at:
https://cx.sap.com
True personalization is at the individual level, rather than at the segment level. In this presentation by Bernard Chung, SAP Customer Experience at the Argyle Executive Forum, you'll learn how to utilize real-time contexts to deliver the best customer experiences.
Learn more about SAP Marketing Cloud here: https://cx.sap.com/en/products/marketing
In this presentation, we explore mega trends driving the need to build trusted customer relationships and why a robust customer identity management platform is critical. Learn from this in-depth and contextual case study of our Australian-based customer, Goodlife Health Clubs. We will also discuss global privacy regulations beyond GDPR and turning compliance into opportunity.
For more info from SAP Hybris, please visit us at: https://hybris.com/en/products/customer-data-cloud
Featuring global thought leader and futurist Anders Sörman-Nilsson in our third-annual Omnichannel Master Class, learn how to design a frictionless customer experience. Anders shares fascinating case studies and best practices from smart brands that understand how intelligent technologies can amplify customer service, create compelling customer experiences, remove friction and transform lives. Anders also discusses how emerging technologies such as Artificial Intelligence, Virtual Reality and the Internet of Things that are enabling more and more brands to become truly ‘seamless’.
For more information on SAP Hybris, please visit us at: https://www.hybris.com
Learn how you can engage with digitally connected customers and why building such meaningful relationships with these customers is a priority for today’s businesses. We also explore how to win and have a unique, differentiated customer experience, from real-life customer success stories.
For more info from SAP Hybris, please visit us at: https://hybris.com
In an increasingly challenging digital economy landscape, and with data breaches making the headlines recently, we explore how customer identity management is critical and where it sits - for businesses striving to deliver great customer experiences. The panel discussion comes complete with real-life examples and success stories, statistics, and a peek into the future with AI and much more.
For more info, visit: https://www.hybris.com/en/products/gigya
The Perfect Store Execution (Picture of Success) allows manufacturers of consumer goods to deliver the right product, in stock, at the right time, with flawless store visit execution.
For more from SAP Hybris, please visit us at: https://www.hybris.com/en/
The Consumer-Driven Digital Economy: Creating value in a digital world where ...SAP Customer Experience
The time to unleash the power of digitization is now, both to maintain a healthy business and to drive new growth, and to balance current infrastructure and future innovation without disruption.
Here we offer our perspective on the future of the industry and how SAP contributes to the transformation of the consumer-driven digital enterprise.
Businesses always had to adopt to stay relevant. At Celonis, we believe that the next big change will be using big data analytics to create Magic Moments for your customers. Learn in this session how you can leverage the 360° customer view in the back- and front office to improve your customers’ journey. https://www.hybris.com/
Empower Store Associates with Mobile Apps to Reinvent the In-Store ExperienceSAP Customer Experience
Empower store associates with the right mobile tools. Retailers’ biggest competitive advantage is often the experience they create in their physical stores. In this session, Tulip Retail will describe mobile in-store solutions that improve service, drive sales, build customer relationships, and revolutionize shopping. Turn workers into experts and brand ambassadors, improve productivity and drive increased ROI. For more info, visit: https://www.hybris.com/en/solutions/industries/retail
Unleash Your B2X Potential with Flieger Plug & Play Based on SAP Hybris Solut...SAP Customer Experience
See how setting up individual B2X stores for your distributors and partners could help amplify your business and increase revenue. Learn how to implement effective B2X stores quickly, maximizing your returns. Your marketplace starts here. https://www.hybris.com
Join Mindray Medical International Co., a leading global developer, manufacturer, and supplier of medical devices to hear how they use SAP Hybris Cloud for Customer to deliver on their mission of making high-quality medical products more accessible and affordable around the world. With an integration with SAP ERP, Mindray had implemented SAP Hybris Cloud for Customer to get real-time insight of customer demand, generating business leads and opportunities, driving data-driven decision-making. https://www.hybris.com
Gain timely insights into the business impact of your sponsorship. Explore the benefits offered by our brand impact application that uses computer vision to analyze brand exposure in video. See how this robust, highly scalable solution gives you financial transparency and the opportunity to measure what you pay your sponsorship for.
Lisa Hornschemeier, SAP Commerce Leader at Microsoft, talks about how Microsoft is using SAP Hybris Billing as part of their order-to-cash commerce systems. https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Distribuidora Internacional de Alimentación, S.A. (DIA) is a Spanish international hard-discount supermarket chain with 7,799 stores in the countries in which it operates: Spain, Portugal, Brazil, Argentina and China. Join Diego Sebastian de Erice to hear how DIA is advancing their digital transformation with SAP Hybris Commerce solutions. Learn more: https://www.hybris.com/commerce
Deliver the personalized, relevant experiences customers are demanding while paying increased attention to privacy. See how customer identity and access management (CIAM) from Gigya makes it possible for global organizations to manage customer data to deliver insights and personalization, while staying compliant with privacy laws, including the European Union's upcoming General Data Protection Regulation (GDPR). Learn more: https://www.hybris.com/
Franck Cohen, chief commercial officer at SAP, discusses the impact of artificial intelligence (AI) on e-commerce. From in-store analytics to digital assistants, AI is transforming e-commerce. Since 2012, AI commerce companies have raised US$990 million across 201 deals in the United States and Canada, as well as India, France, the United Kingdom, Singapore, Israel, and others. Join us for a discussion on how retail giants and start-ups alike can benefit from using this new technology today. Learn more: https://www.hybris.com/commerce
Welcome to the Cognitive and 5G Era. Join us to see how IBM Cognitive, the Internet of Things and Microservices are changing the customer experience for this new wave. We’ll discuss the IBM-SAP global partnership in the Telco & Media industry, and how it delivers game-changing customer experiences enabled by SAP Hybris and IBM Cognitive. Learn more: https://www.hybris.com/en/solutions/industries/telecommunications
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Organizational Change Leadership Agile Tour Geneve 2024
The Future of Service in the Omnichannel World
1. THE FUTURE OF
SERVICE IN THE
OMNICHANNEL WORLD
WITH SAP HYBRIS
BEYOND CRM WEBINAR SERIES:
Thursday, 21 July 2016
13:00 – 14:00 SGT/HKT
15:00 – 16:00 SYD/MEL
10:30 – 11:30 IST
6. YOU’VE BUILT UP A
CUSTOMER SERVICE CENTER TO
RESPOND TO YOUR
CUSTOMER’S ISSUES.
7. YOU’VE GIVEN YOUR FIELD SERVICE STAFF
PRODUCT TRAINING AND A
COMPLETE TOOLBOX.
8. BUT CUSTOMERS HAVE
MORE CHOICES THAN EVER, SO THEIR
EXPECTATIONS HAVE GONE UP.
THEY EXPECT COMPANIES TO:
BEEASYTODOBUSINESSWITH BEBETTER
INFORMED
THANTHEYARE
BEONESTEP
AHEADOFTHEM
BEPRESENT
WHERETHEY
HANGOUT
9. TO CLOSE THIS GAP,
CUSTOMERS NEED
MORE OPTIONS
TO RESOLVE THEIR ISSUES
THROUGH
ANY CHANNEL
15. TRANSFORM YOUR SERVICE OFFERINGS
After Sales Support
Assisted ServiceUnassisted Service
Online Self Service
Support Communities
Knowledge Management
Chat/Video chat
Voice
Call Back
Email
Social channels
Support During
Buying Process
17. AND BECOME A
REVENUE ENGINE
FOR YOUR
BUSINESS.
KNOW YOUR
CUSTOMERS AND
INCREASE
RESPONSIVENESS
OF AGENTS
18. ENGAGE IN CONTEXT, IN REAL-
TIME, ACROSS THE CHANNELS
YOUR CUSTOMERS WANT.
BRING TOGETHER MARKETING, SALES,
COMMERCE, AND CUSTOMER SERVICE.
DRIVE CUSTOMER CENTRIC
DIGITAL TRANSFORMATION IN
YOUR FRONT OFFICE.
GO
BEYOND
CRM
19. EXPERIENCE MANAGEMENT
COMMERCE MARKETING SERVICE SALES
DATA & PROCESS MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
SAP Hybris Service Solutions Self-Service, Contact Center and Field Service
solutions that create end-to-end service
excellence
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 AND
DELIVER END-TO-END SERVICE EXCELLENCE
20. THE CHANNELS YOUR CUSTOMERS WANT
MEET YOUR CUSTOMERS IN THE
CHANNEL OF THEIR CHOICE
Serve customers at their terms through their
preferred communication channels.
From a community, to a video chat, to a
storefront, meet customers in the environment
they prefer to interact in and answer their
inquiries seamlessly from channel to channel
21. 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.
22. PERSONALIZED INTERACTIONS EVERY TIME
EMPOWER EMPLOYEES AT THE POINT
OF INTERACTION
• With access to customer profiles, order
history, service history, feedback and
preferences, enable your agents to deliver
know your customers
• Use past service engagements to offer
relevant and timely offers, rewards,
discounts, and personalized treatment
23. BE MOBILE
EQUIP FIELD TECHNICIANS
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.
24. 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.
26. DELIVER A SEAMLESS
SERVICE EXPERIENCE
END-TO-END
THROUGHOUT THE
ENTIRE CUSTOMER
JOURNEY
SAP Hybris Service Engagement Center
SAP Hybris Self Service Solutions enabled via
SAP Hybris as a Service Platform
SAP Hybris Cloud for Service
SAP CRM
SAP Contact Center
SAP CRM Service Manager
SAP Multiresource Scheduling
SAP 3D Visual Enterprise
SAP Jam Communities
SAP Jam Collaboration
SAP Hybris Knowledge Central by Mindtouch
SAP Hybris Real-Time Communicator by Genband
SAP HYBRIS SERVICE
27. SELF-SERVICE SUPPORT SITE
With the Self Service Features on
SAP Hybris as a Service:
Create new service tickets on the web
Track support requests
Register Products
Connect with Communities
Collaborate with service agents
Download instruction manuals, warranties
and product relevant details
28. COLLABORATIVE KNOWLEDGE MANAGEMENT
Deliver a knowledge platform for
service agents and customers with
SAP Jam Collaboration:
Contextual access to most relevant
support information
Content ranked based on user feedback
Allow authoring and collaboration across
users
29. STATIC KNOWLEDGE MANAGEMENT
Bring static information to life:
Make manuals searchable
Online enablement of stored content
Provide relevancy of information to the
agent and the customer
Analysis of content, to ensure efficiency
of deployment
SAP Hybris Knowledge Central by
MindTouch
30. Drive engagement with support
communities through SAP Jam
Communities:
Foster collaborative issue resolution through Q&A
and discussion boards – both self-service,
customer-generated and agent-contributed
Increase customer engagement and satisfaction
and lower the total cost of support by inspiring low
touch service engagements
Lift conversion rates by offering relevant content
throughout the buying journey
Leverage standard integration to SAP Hybris
Service Engagement Center and SAP Hybris
Commerce
COMMUNITIES
31. NEXT GENERATION AGENT DESKTOP
With the SAP Hybris Service
Engagement Center deliver the next
generation agent desktop:
Serve customers on their terms through their
preferred communication channels and simplify
the customer journey with expert guidance.
Efficiently monitor, control and manage contact
center operations in real-time
Connect your office and mobile experts to serve
your customers
Integrate communications with
business processes
32. OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING
Seamless Ticket and Case Management
Support from the Service Engagement
Center to Cloud for Service:
Visualize main and sub-tickets in hierarchical list,
group tickets from queue and perform bulk actions on
sub-tickets
Enable customer service communication across
multiple contact channels (phone, email, chat)
Efficiently monitor, control and manage contact center
operations in real-time
Connect your office and mobile experts to serve your
customers
Integrate communications with
business processes
Define multi-level role-based approval rules
33. FULL-FEATURE MOBILE EXPERIENCE
Responsive Offline Mobile with
Cloud for Service:
Manage work tickets on any iOS, Android or
Windows Tablet – anytime, anywhere
Increase productivity through access to real-time
business information
Collaborate with service team on important topics
Track Service Performance
through real-time analytics
Mobile applications included in subscription at no
extra costs
34. MANAGE CUSTOMER INSTALLATIONS
With Field Service Management
capabilities in Cloud for Service:
Track multiple equipment records for an installation
point (location)
Track multiple components (parts) for an equipment
record
Capture notes, serial numbers, and other installation
data associated with an equipment installed at a
customer location
Track service history
Replication of functional locations and equipments
from SAP ECC
Assign one or multiple measurement logs to
registered product, and take measurement readings
throughout lifecycle
35. MANAGE SERVICE CONTRACTS AND MAINTENANCE PLANS
Maintain Service Level Agreement
Define covered products and installed bases,
entitled products and services, price agreements,
renewal and cancellation terms and conditions
Configure workflows and notifications
Schedule Preventative Service using Maintenance
Plans
Define maintenance plans and covered installed
bases
Automatic creation of work tickets based on
recurring time-based or counter-based schedule
Link maintenance plan to service contract
36. EFFICIENT SERVICE PLANNING IN WORK TICKET
Comprehensive Service Level Objectives
Calculate first response, next response, resolution,
on-site arrival, fixed and completion due date with
SLO determination
Complete technical and business view on service
activity, including surveys, categorization, notes
and attachments
Prepare work ticket execution, including planning
of service parts and labor, and assign preferred
service engineer
37. THE RIGHT PEOPLE, FOR THE RIGHT JOB, AT THE RIGHT TIME
Allocate Technicians with built-in Resource
Scheduler
Provides embedded resource scheduling of work
tickets, with real-time visibility on technician’s
calendar via desktop or mobile
Time Entry & Time Reports
Easy recording of productive and non-productive
time for technicians
Multi-level approval workflow and reports for
service leaders
38. PARTS CONFIRMATION, ORDERING AND RETURNS
Provide service technicians with interactive 3D
visualization of equipment assembly
Identify parts accurately for service order
Improve first time fix rate with 3D animation of
repair and maintenance procedures
Leveraging Standard ECC Integration
Planning and trigger of advance shipments, and
consumption of spare parts from technician stock
Consume parts from product list, determined from
reference product or maintenance plan
39. FINANCE, CONTROLLING, & LOGISTICS INTEGRATION
Creation of Internal Order for revenues and
costs collection
Billing request for billable services and parts,
based on Time & Material or Fixed Price
Time posting in CATS on Internal Order
Service parts consumption from Technician
Consignment Stock
Advanced Shipment of service parts to customer
consignment stock
Service parts returns handling
40.
41. If you make a sale, you can make a living.
Jim Rohn
If you make an investment of time and good service in a customer,
you can make a fortune
As part of the sales cycle, customers are now using a number of different channels to understand the process
After Marketing (viral or otherwise) has sparked interest.
57% of the buying is done before speaking to a rep of the organisation
From initial Marketing communication, customers and prospects reach out to social and communities to understand the product and the capabilty, way before they reach out to the organisation to spend the money
All supported by consistent and connected Service platform (and strategy)
[Talk track:]
Fundamentally, a number of key things have changed the world of customer service. We all know this from our own personal and professional lives, because everyone of us interacts with customer service organizations day-in and day-out.
First of all, we’re expecting great choice in how to interact with customer service. A study shows that more than half of all U.S. firms offer at least 6 interaction channels for customer service.
Also, we’ve never been more willing to jump ship: Another study revealed that 89% of consumers have stopped doing business with a company after experiencing poor customer service.
Lastly, customers have become much more educated and empowered: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail
[Talk track:]
Historically, customer service has often been viewed as a discipline in companies that only comes into play when something went wrong – be it that a product stopped working, a shipment was late, or a customer has a question or complaint about a product. Basically, you have a “complaint center” when you want an engagement center, where you can interact and learn more about your customers, and meet their needs at every stage of their journey with your company.
[Talk track:]
Field Service has been in a similar situation: Equipped with product and troubleshooting knowledge and a complete set of tools, they’re well prepared to troubleshoot and fix issues whenever they occur. Needless to say again, in today’s world, and customer expectations towards a positive service experience have grown much higher by now.
[Talk track:]
Customers expect…
to use a broad variety of communication channels to interact with a company
That companies should know what they want before they ask for it
the service agent to be always one step ahead, and the agent should know who I am so that he/she can anticipate my needs
service to be agile – being able to start an interaction in one communication channel and complete it in another
[Talk track:]
Companies need to provide customers with multiple channels to meet their needs. Customer’s shouldn’t have to pick up the phone every time they have a problem. They should be able to search for information and find answers. For the varying degrees of questions that customers have, there should be different modes to access the answers they need!
[Talk track:]
Customers expect to receive efficient, personalized service from companies that they interact with.
Therefore service agents need:
access to a customer’s profile, current situation, and prior purchase and interaction history
access to knowledge management, delivered in a proactive way, across communication channels and touch points, and context-sensitive to the customer’s persona and the issue at hand.
ability to collaborate in context with subject matter experts across the enterprise to increase first-contact resolution rates.
[Talk track:]
When it comes to Field Service technicians, several key ingredients make them stand out and deliver a positive service experience – and again, I’m sure we’ve all experienced this ourselves, good and bad.
First, it’s all about assigning the right technician to the right job, factoring in all sorts of constraints (assets, skills, etc) and SLA compliance
Next, the technician has to know everything relevant about the customer. This raises the chances that the job can be done the first time.
Ultimately, when spare parts are required to complete a service job, the technician must be able to look up inventory information and order spare parts right from his smart device on the job.
Bottom line: It’s not (just) about knowing which wrench to use when, but it’s about data and insight more than anything else. And this data may come from any enterprise system, not just from within CRM.
[Talk track:]
Managers need insight. Whether a company competes on customer experience or on cost, service managers need real-time, granular operational insight:
When cost of customer service is the primary concern, handle time and speed of answer will become primary metrics
On the other hand, when maximizing customer lifetime value is the goal, first contact resolution will become top of mind for the service manager.
Customer service doesn’t stop when managers leave their desks. They need the ability to work from anywhere, anytime.
Real Players in the digital vortex have: Fast Innovation; Agility; Culture of Experimentation and Risk Tasking. They are not afraid to Go Beyond the norm…
In a society where customers are use to poor customer service, a company’s focus shouldn’t be just to meet the customer’s expectations and solve the issue at hand. This is not enough to gain a customer’s trust and loyalty. Companies need to GO BEYOND customer expectations and give the customer more than what they expect. The instant they start an interaction with your company, your service agents should KNOW them: What they want, what they expect, what they’ve experienced in the past AND WHAT THAT PAST BEHAVIOR INDICATES FOR THEIR FUTURE CHOICESTurn customers to LOYAL customers.
In a society where customers are use to poor customer service, a company’s focus shouldn’t be just to meet the customer’s expectations and solve the issue at hand. This is not enough to gain a customer’s trust and loyalty. Companies need to GO BEYOND customer expectations and give the customer more than what they expect. The instant they start an interaction with your company, your service agents should KNOW them: What they want, what they expect, what they’ve experienced in the past AND WHAT THAT PAST BEHAVIOR INDICATES FOR THEIR FUTURE CHOICESTurn customers to LOYAL customers.
In a society where customers are use to poor customer service, a company’s focus shouldn’t be just to meet the customer’s expectations and solve the issue at hand. This is not enough to gain a customer’s trust and loyalty. Companies need to GO BEYOND customer expectations and give the customer more than what they expect. The instant they start an interaction with your company, your service agents should KNOW them: What they want, what they expect, what they’ve experienced in the past AND WHAT THAT PAST BEHAVIOR INDICATES FOR THEIR FUTURE CHOICESTurn customers to LOYAL customers.
CRM WAS DESIGNED TO MANAGE THE CUSTOMER RELATIONSHIP. BUT WITH THE CUSTOMER IN CONTROL AND THE ONUS IS ON THE BRAND TO PROVIDE A SEAMLESS, CONSISTENT, OMNI-CHANNEL REPRESENTATION OF ITS VALUE TO THE CUSTOMER.
Talk Track:
Meet your customers in the channel of their choice. Your customers expect to be served at their terms, and through their preferred communication channels. Whether they have a question on a promotion they see on their phone or on a “How To” video they viewed on YouTube,” meet your customers in their preferred communication channels and answer their inquiries seamlessly.
Talk Track:
Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilization. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.
Talk Track:
Value customers through very relevant and timely offers, rewards, discounts, and highly personalized treatment. Empower employees at the point of interaction by giving them access to customer profiles, order history, service history, feedback and preferences to deliver personalized interactions every time.
Talk Track:
Service managers and field service technicians need complete mobile access. Field service agents should be equipped 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.
Talk Track:
Your service teams must be closely connected to your entire enterprise. Today, potential customers are already seeking information from companies through service platforms before they make their first purchase decision. Operate as a single brand across channels, orchestrating customer experiences – both pre- and post-sale – across all touch points.
[Talk track:]
Equip your customers with the tools they need to search and
find answers with ease. Create a self-service experience that
improves customer satisfaction and reduces support costs.
Allow customers to search communities, view recent purchases,
register products, create incidents or engage with a service
agent in the channels of their choice to resolve their inquiries at
their convenience.
[Talk track:]
For those organizations looking to take their knowledgebase to the next level and implement a ticket deflection strategy while improving the online experience, SAP is proud to partner with MindTouch.
MindTouch provides the ultimate product support experience for users and customer service agents. With MindTouch, users have access to the most relevant product information minimizing the need to call or email an agent. The MindTouch multi-channel solution allows you to track and analyze customer needs and behavior so you can get the right information to them faster. MindTouch delivers a great customer experience which increases customer retention and loyalty, lowers support costs and improves brand image.
[Talk track:]
Many of the challenges businesses face are because they manage their communications and systems as separate silos, completely disconnected from each other. Separate systems mean customer communications brought in to customer-facing employees, need to be managed and tracked in a separate CRM system – which is difficult, expensive, and prone to problems. Plus very difficult to adapt as the needs of the organization change.
With SAP Contact Center (fka SAP Business Communication Management), SAP provides an integrated, all-software based solution that ties together all communication channels and all customer-facing interactions into a single flexible and adaptable environment.
By bringing these disparate channels and systems together into a single software-based solution, companies can implement Communication-Enabled Business Processes that bring the benefits we’ve been discussing: improved service to customers, improved internal performance, and reduced system TCO.
SAP Business Communications Management provides an advanced, all-IP communication solution for multichannel contact centers and contact-intensive, multisite organizations. It replaces traditional communications systems hardware with a software-based IP telephony
solution that can help make your staff's interactions with customers and partners more effective.
With SAP Business Communications Management, you can:
Manage your organizational resources across functions and locations and better leverage organizational know-how
Give your customers a smooth, consistent experience across all avenues of contact, including voice, e-mail, chat, text messaging, and fax
Reduce your total cost of ownership
The SAP Business Communications Management offers tools for managing business communication for inbound contact centers, outbound sales campaigns, and office telephony services. It includes directory and presence, call recording, and IVR and Voicemail services, and
comprehensive online monitoring and historical reporting.
The SAP Business Communications Management system is a stand-alone system for a company's communication management, but it can be integrated to the SAP Customer Relationship Management (CRM) system.
[Talk track:]
Delivering core customer service in the cloud, SAP Cloud for Service and SAP Cloud for Social Engagement offer intuitive service ticket solutions across any channel, rich service analytics, and seamless integration with your existing knowledgebase as well as your ERP and CRM systems. It also covers:
[SELECT RELEVANT ELEMENTS FROM THE SOLUTION DETAILS BELOW]
Omni-Channel Service
E-mail
Phone (CTI)
Web self-service portal
Chat
Branded Communities
Social Media *
Productivity
E-mail response management
Routing and escalation rules
Knowledge base
Integration with existing knowledge base
Context-sensitive recommendations
Easily share content with customers
Collaboration
Contextual social collaboration with integrated feed
Analytics
Real-time service performance with pre-built dashboards
Embedded reports response times, handle times, priority and escalation trends
Mobility
Manage service requests on iPad – anytime, anywhere
Integration
Native integration with SAP ERP and SAP CRM
Open API
[Talk track:]
Crowd source best practices & proven sales content relevant to each customer to uncover new ways to deliver business value.
[Talk track:]
Optimize territories to maximize sales coverage:
Segment territories by revenue potential, product opportunity and other relevant criteria
Ensure the right sellers are assigned to the right accounts
[Talk track:]
Optimize territories to maximize sales coverage:
Segment territories by revenue potential, product opportunity and other relevant criteria
Ensure the right sellers are assigned to the right accounts