Virtual Club session (26th January 2017) about how SAP Hybris Cloud for Customer can drive digital transformation in your service organization, what’s new in the service area and what is the future roadmap of digitalized customer service.

1. Digitalized Customer Service
Virtual Club 26. January 2017
#bilotsclub
27/01/2017 www.bilot.fi 1#bilotsclub

2. Agenda
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Welcome & Introductions
Digital Customer Service
SAP Hybris Cloud for Customer demo
SAP Roadmap & Hybris Engagement Center Demo
Project Considerations & Lessons Learnt
Q&A

3. Welcome & Introductions
Virtual Club: Digitalized Customer Service
Bilot Sp. z o.o. (Poland), Radosław Stefaniak, Mariusz Papiernik
27/01/2017 www.bilot.fi 3#bilotsclub

4. Digitalization – industrial strength.
27/01/2017 www.bilot.fi 4

5. PUBLIC REFERENCE
SAP Cloud for Customer CRM solution
”The solution brings us transparency by allowing us to follow in real time what
is happening with our customers in different countries” Jaana Kinnunen,
Containerships Ltd Oy.
C4C Customer case

6. SAP Innovation Forum 2015
2013 Bilot was elected 2012
SAP innovation partner of the
year-award at SAP partner
summit in Copenhagen 2013
2015 Nordic and Baltics SAP
Quality Award for Containerships
(Global Cargo and Freight
Company) – SAP Hybris C4C
2016 Nordic and Baltics SAP
Quality Award for HKScan (Gold),
leading Nordic meat producer, –
SAP Hybris C4C
SAP Quality Awards

7. Digital Customer Service
Bilot Consulting, Joel Loikkanen
27/01/2017 www.bilot.fi 7#bilotsclub

8. 27/01/2017 www.bilot.fi 8
” We buy from companies due to great products,
and stop buying due to bad service”
“Customer Service Interactions Tend to
Drive Disloyalty, Not Loyalty”
“The key to mitigate disloyalty is reducing customer effort”
94% of customers with low effort service could intend to repurchase, high-effort 4%
88% of customers with low effort service could increase spending, high-effort 4%
1% of customer with low effort service talk negatively about company, high effort 88%
Source: Matthew Dixon, Nick Toman, Rick Delisi (2013) The Effortless Experience

9. Digital Customer Service
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Customer Service is an attitude
Think about the big picture
Customers create their own journeys
Future proof (rise of new channels)
What to measure (pain points, opportunities,
constant improvement, enabling quick decision
making)

10. Customer Service Funnel
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11. Enabling Solutions
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Self Service
www, FAQ, Chat,
SoMe, Portal,
Communities
Hybris Marketing
Contact Center
Hybris Cloud for
Customer
Hybris
Commerce
Hybris
Engagement
Center
ERP Data Warehouse Knowledge Base

12. WEB CONTACT
CENTER
DIGITAL
GOODS
MOBILE SMS/NOTI-
FICATIONS
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION, YAAS
DATA & PROCESS MANAGEMENT
MDM FOR CUSTOMER ENGAGEMENT AND COMMERCE (PRODUCT, PATIENT/PROVIDER, ORDER)
COMMERCE MARKETING SERVICE SALES
AGENT TOOLSIN STORE SOCIAL
MEDIA
MARKET-
PLACE
EMAIL
@
PRINTDIGITAL
ADVERTISING
SEARCH
KW/ADS
IOT
OUR SOLUTION
REVENUE

13. SAP HYBRIS SERVICE
Self service ENGAGEMENT CENTER Field service
Omni-channel
communication
Service Mgmt
& Dispatch
Self Service SAP JAM
Communities
Engagement Center*
(B2C Sales + lightweight Service Engagements)
Incident / Interaction
Execution
SAP Contact Center (Omni-channel communications)
Cloud for Service
LOW TOUCH SERVICE
HIGH VOLUME
HIGH TOUCH SERVICE
LOW VOLUME
INTEGRATION WITH TRANSACTIONAL SYSTEMS
*not yet released in Finland

14. Demo
SAP Hybris Cloud for Customer
Bilot Consulting, Rickard Kallis
27/01/2017 www.bilot.fi 14#bilotsclub

15. Demo Content
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Cloud for Customer overview
Service features
Omnichannel demo

16. SAP Hybris Cloud for Customer demo
27/01/2017 www.bilot.fi 16

17. Project Considerations &
Lessons Learnt
Bilot Consulting, Petri Niemelä
27/01/2017 www.bilot.fi 17#bilotsclub

18. Project Approach - Example
18
PHASE 1
Design
Development and validation (sprints)
Verify: UAT
Pilot and rollout
2b
3
4
5
Business workshops + Reference group meetings
1. 2. 3. 4. 5. 6. 7.
Key activities
• Define Customer
• Challenge operating model
• Refine scoping & plan
• Identify gaps and study bottlenecks
• Involve core team
• Set integration content
Integration development
Key activities
• Scoping
• Engage key (business) users
• Train system maintenance
• Manage bottlenecks
• Proactive use workflow proposals from partner
• Document use cases for testing and training
Analyze & Plan
Key activities
• Multiple sessions
with limited
scope and
participants
Change management
Key activities
• Requirements definition
• Data quality review
• Scoping & phasing
• Pre-study / Proof-of-
concept
• Risk evaluation
• Business insight
• Project planning
1
2a

19. Critical Project Success Factor
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Plan &
Manage
Bottlenecks
Scoping,
Scoping,
Scoping
Engage
Organization
Build
Strong Team
Challenge
Vision
& Processes Align
Organization,
Processes &
Solutions

20. Thank you
Contact: Mariusz Papiernik
mobile +48 690 540 522
mailto: mariusz.papiernik@bilot.pl
27/01/2017 www.bilot.fi 20#bilotsclub

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