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SAP Hybris Service. Service Management with SAP Hybris Service: Vision and Road Map

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SAP Hybris Service

Service Management with SAP Hybris Service:

Vision and Road Map

EVERY TOUCH POINT. EVERY CHANNEL. END-TO-END.

THROUGHOUT THE ENTIRE CUSTOMER JOURNEY.

PROVIDING A CONSISTENT DIGITAL AND PHYSICAL CUSTOMER SERVICE EXPERIENCE

BLENDING UN-ASSISTED AND ASSISTED CUSTOMER SUPPORT

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LEGAL DISCLAIMER

“This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.

This document is provided without a warranty of any kind, either express or implied, including but not

limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other

items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

SAP assumes no responsibility for errors or omissions in this document, and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of this document. This limitation shall not apply in cases of intent or gross

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EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

COMMERCE SALES

DATA MANAGEMENT

PRODUCT | CUSTOMER

MARKETING SERVICE BILLING

WEB MOBILE IN STORE/ BRANCH CONTACT CENTER MARKET-PLACE IOT SOCIAL SMS/ NOTIFICATION SEARCH ADS / SEO DIGITAL ADS EMAIL PRINT DIGITAL GOODS

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EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

COMMERCE SALES

DATA MANAGEMENT

PRODUCT | CUSTOMER

MARKETING SERVICE BILLING

WEB MOBILE IN STORE/ BRANCH CONTACT CENTER MARKET-PLACE IOT SOCIAL SMS/ NOTIFICATION SEARCH ADS / SEO DIGITAL ADS EMAIL PRINT DIGITAL GOODS

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Go beyond Customer Expectations and deliver end-to-end

SERVICE EXCELLENCE

CREATE

a consistent,

omni-channel

experience

across the entire

customer journey

productivity and

responsiveness

of your agents in

a call center or in

the field

INCREASE

CONNECT

DELIVER

the right

resources with

the right parts at

the right time

exceptional

customer service

through every

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“LOW TOUCH” SERVICE

Engagement/ contact center

Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts …

SAP Hybris Service

Omni-channel customer service throughout the entire customer journey

OMNI-CHANNEL CUSTOMER ENGAGEMENT SERVICE EXECUTION/ DELIVERY Self service Unified communication

Chat/video chat voice/call back Co-browsing (screen sharing) Social channels Email, sms Online communities (SAP Jam) Knowledge base (SAP Jam)

“HIGH TOUCH” SERVICE

Field service

Service Operation Service Management

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SAP Hybris Service

: Module View

INTERACTION CHANNELS & TOUCH POINTS

PLATFORM, INFRASTRUCTURE, INTEGRATION

SELF SERVICE

(contextual online & mobile customer support)

ENGAGEMENT CENTER

(contextual unified communication)

SUPPORT COMMUNITIES

(powered by SAP Jam Communities)

SERVICE MANAGEMENT

(Ticket & case management)

KNOWLEDGE BASE

(SAP JAM or Partner solution)

FIELD SERVICE

(incl. offline/online mobile)

[C4C]

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Self service Engagement/ contact center

Field service

“LOW TOUCH” SERVICE “HIGH TOUCH” SERVICE

Unified communication Service Operation

Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts …

Chat/video chat voice/call back Co-browsing (screen sharing) Social channels Email, sms Online communities (SAP Jam) Knowledge base (SAP Jam) Service Management

Ticketing and Workflow Case Management Contract/Warranty Repair/Depot repair Scheduling/Resource optimization Parts management (Predictive) Maintenance [C4C] loT Remote Monitoring

SAP Hybris Service

Omni-channel customer service throughout the entire customer journey

OMNI-CHANNEL

CUSTOMER ENGAGEMENT

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COMPREHENSIVE

SAP CLOUD FOR CUSTOMER

PORTFOLIO

SAP Cloud for Sales with Marketing

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SAP HYBRIS

CLOUD FOR SERVICE

CLOSED LOOP ENTERPRISE PROCESSES End-to-end integrated process automation OPEN FRAMEWORK

Leverage existing solutions, partners, or build your own

UNIFY THE CUSTOMER VIEW

Develop a holistic customer view and enable complete context

SAP HANA CLOUD PLATFORM

OMNICHANNEL

SUPPORT SOCIAL SERVICE

CUSTOMER SERVICE FIELD SERVICE

SELF-SERVICE SERVICE ORDER MANAGEMENT SCHEDULING RESOURCE MOBILE

KNOWLEDGE

ANALYTICS

SOCIAL COLLABORATION SALES

CHAT

WEB MOBILE SOCIAL SMS/ IOT CONTACT CENTER NOTIFICATION

EMAIL

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CUSTOMER SERVICE

FIELD SERVICE

• Workflow

• Live Activity

• Templates

• Analytics

• Social Media

• Installed Base

• Ticket enhancements

• Van Stock

• Contract

• Time Entries & Time Reporting

• Mobile – Offline

• Resource Scheduler

• ECC Integration

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LEGAL DISCLAIMER

“This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice.

This document is provided without a warranty of any kind, either express or implied, including but not

limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other

items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

SAP assumes no responsibility for errors or omissions in this document, and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of this document. This limitation shall not apply in cases of intent or gross

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SAP HYBRIS CLOUD FOR SERVICE ROADMAP

© 2015 SAP SE or an SAP affiliate company. All rights reserved.

13

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement

AGENT EXPERIENCE

 Responsive UI with offline capabilities  Support for guided ticket creation (via SDK)

COMMUNICATION CHANNELS

 Instagram via Sprinklr integration (beta)  Messaging apps via Nexmo (beta)

ASSETS & PARTS

 Map view of ibase and registered product  Offline measurements

 Van stock

WORK PLANNING & EXECUTION

 Support for employee working times

FINANCE & CONTRACTS

 Multiple contracts per ticket

SERVICE CORE

 Ability to share PDF via email notification  Workflow support for custom actions

SERVICE ANALYTICS

 Contract analytics

AGENT EXPERIENCE

 Optimized responsive UI for smart phones

 Add notes and service categories offline  Enable offline surveys

COMMUNICATION CHANNELS

 Sprinklr integration

 Customized response templates

ASSETS & PARTS

 Further enhancements to van stock

WORK PLANNING & EXECUTION

 Asset-centric scheduling & Tool planning

FINANCE & CONTRACTS

 Enhancements to Time Entries

SERVICE CORE

 Workflow support for ERP release

 Enhancements to PDF summaries

SERVICE ANALYTICS

 Enhancements to ticket data sources

AGENT EXPERIENCE

 Mobile customer service on Responsive UI  Integration to YaaS Engagement Center

COMMUNICATION CHANNELS

 Integration to consumer self service

ASSETS & PARTS

 Barcode/QR code scanning  IoT integration

WORK PLANNING & EXECUTION

 Tools management

 Enhanced resource scheduler options

FINANCE & CONTRACTS

 Quantity and Value-based contracts  Offline pricing

 S/4HANA integration

SERVICE CORE

 Employee skills management

SERVICE ANALYTICS

 Utilization and time-to-fix reporting

PLANNED INNOVATIONS

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THANK YOU

Werner Schmidt

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