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
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
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
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
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
“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 communicationChat/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
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]
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-CHANNELCUSTOMER ENGAGEMENT
COMPREHENSIVE
SAP CLOUD FOR CUSTOMER
PORTFOLIO
SAP Cloud for Sales with Marketing
SAP HYBRIS
CLOUD FOR SERVICE
CLOSED LOOP ENTERPRISE PROCESSES End-to-end integrated process automation OPEN FRAMEWORKLeverage 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
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
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
SAP HYBRIS CLOUD FOR SERVICE ROADMAP
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
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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
THANK YOU
Werner Schmidt