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.

1. Deliver End-to-End
Service Excellence
with SAP Hybris

2. THE WORLD HAS CHANGED…

3. CUSTOMERS ARE
CHANGING THE
RULES.
TECHNOLOG
Y IS
CHANGING
THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE

4. THE WORLD OF CUSTOMER SERVICE
HAS CHANGED…
TODAY’S CUSTOMERS…
HAVE GREATER
CHOICE
HAVE HIGHER
EXPECTATIONS
ARE MORE
EMPOWERED

5. NOW YOU NEED TO MAKE A CHANGE…
TODAY’S COMPANIES SHOULD…
BE EASYTO
ENGAGE WITH
BE BETTER
INFORMED
BE PRESENT
IN MANY
CHANNELS

6. 2 OUT OF 3 COMPANIES
BELIEVE THAT THEIR
CRM SYSTEM DOES NOT
SUPPORT THEIR FUTURE
VISION FOR CUSTOMER
ENGAGEMENT
Source : SAP Research

7. YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO
RESPOND TO YOUR CUSTOMER’S
ISSUES.

8. AND YOU’VE GIVEN YOUR FIELD SERVICE TECHNICIANS
PRODUCT TRAINING AND A
COMPLETE TOOLBOX

9. YOU CAN OFFER POST
SALES SUPPORT …

10. … BUT WHAT ABOUT
BEFORE THE FIRST SALE?

11. 53%Abandon a purchase if
they can’t find quick
answers to their questions
Source : Forrester 2016
SERVICE
STARTS
AT THE
BEGINNING
OF THE
BUYING
PROCESS
THE CUSTOMER JOURNEY HAS TRANSFORMED

12. IT’S TIME TO 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

13. …DELIVER END TO END SERVICE EXCELLENCE…
Field Service
Engagement Center
Self Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS

14. …AND LET YOUR
SERVICE
ORGANIZATION
BE A
REVENUE ENGINE
FOR YOUR
BUSINESS

15. 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

16. 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

17. 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.

18. 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

19. 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.

20. 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.

21. SAP HYBRIS SERVICE
PORTFOLIO

22. 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

23. 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

24. 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
§ Track and analyze customer needs
and behavior

25. 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

26. 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

27. 24/7 SERVICE SUPPORT
With the SAP Hybris Engagement
Center, deliver seamless interactions
from channel to channel:
§ Provide customer service and support 24/7
through chat, video chat, social channels, SMS
and traditional phone conversations.
§ Allow your agents to retain the customers’ context
from channel to channel, including integration to
the SAP Hybris Commerce storefront
§ Engage with customers more effectively and come
to issue resolution at the first point of contact

28. 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

29. 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

30. 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

31. 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

32. 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

33. 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

34. 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

35. 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

36. SOLUTION
EXTENSIONS

37. SAP HYBRIS KNOWLEDGE CENTRAL
BY MINDTOUCH
Deliver the most relevant information
to customers and agents using:
§ Natural language search and processing tools
§ Content ranking technology
§ Powerful analytics
§ Relevant product information from internal and
external experts

38. SAP HYBRIS REAL-TIME COMMUNICATOR
BY GENBAND
Improve workflow communications
processes by:
§ Enabling sales, service and business
professionals to instantly chat, video
conference and collaborate in real-time
with their customers and coworkers.

39. CUSTOMER
STORIES

40. CLOUD FOR SERVICE CUSTOMERS INCLUDE
*Logos only approved to use for this slide
USA: Life Sciences
Employees: >14,000
Case Study EN
USA: Wholesale Distribution
Case Study EN | Video EN | Video EN |
Blog Article
USA: Life Sciences
Video EN | Video EN
USA: Wholesale Distribution
Case Study EN | Case Study EN | Video
EN | Video EN
New Win 2Q2015
USA: Media
New Win 2Q2015
Germany: Industrial Machinery and
Components
Employees: 12,448
New Win 2Q2015
UK: Fabricated Metal Products
Employees: 4,700
New Win 2Q2015
Brazil: IMC / Metals
New Win 3Q2015
Austria: Consumer Products
Employees: 8,708
New Win 2Q2015
Brazil: Agricultural Machinery
New Win 3Q2015
USA: Chemicals
Employees: ~24,000
New Win 3Q2015
UK: Wholesale
Employees: 4,300
New Win 2Q2015
USA: Wholesale Distribution
Employees: 500+

41. Polishing Up Customer Service
Using SAP Hybris Cloud for
Service
SAP technology helps us achieve our customer
service goals. SAP Hybris Cloud for Service gives our
service reps the right information at the first point of
customer contact. SAP Cloud for Social Engagement
lets customers use the communication channels of
their choice and creates an effortless support
experience.
Richard Goering, Vice President of Sales and Operations,
Bona

42. ​Brewing a Perfect Blend of
Best Practices with SAP Hybris
Cloud for Service
The biggest impact that’s come from
implementing SAP Hybris Cloud for Service is the
ability to streamline processes and provide better,
more satisfying customer experiences. We’ve
made it simple for customers to interact with us,
and that has made us more competitive.
Darrell Riekena, CIO,
National DCP LLC

43. REVOLUTIONIZE SERVICE ENGAGEMENTS AND
DELIVER END-TO-END SERVICE EXCELLENCE
CREATE
a consistent,
omni-channel
experience across
every touchpoint
in the customer
journey
first call resolution
rates through
seamless self-
service, engagment
center and field
service interactions
INCREASE DELIVER
exceptional
customer service
through unassisted
and assisted service
management
CONNECT
customers and
agents with the
right information
at the right time in
the channel of
their choice

44. IT’S TIME TO GO BEYOND TRADITIONAL CRM
WITH SAP HYBRIS SERVICE SOLUTIONS
THE RIGHT INSIGHT
AT THE RIGHT TIME
PERSONALIZED
INTERACTIONS
EVERY TIME
THE CHANNELS
YOUR CUSTOMERS
WANT
INTEGRATED TO
YOUR ENTERPRISE
BE MOBILE

45. DELIVER
END-TO-END
SERVICE
EXCELLENC
E
THE WORLD HAS
CHANGED.
YOUR CUSTOMER HAS
CHANGED.
MAYBE IT’S TIME FOR
YOU TO CHANGE WITH
THEM.

46. THANK YOU!
Feel free to connect with me at :
Email: Twitter: Linkedin: