Dealer business management (SAP DBM 8.0)
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Transcript of Dealer business management (SAP DBM 8.0)
SAP Automotive
AUTO DEALERSHIP – SAP SOLUTION COMPONENTSMARKETING, SALES & AFTERMARKET - SIMPLIFIED
SAP Automotive (Auto Dealership) - Marketing, Sales & Aftermarket
© Arun Kumar Page 1 of 22
Contents1 Marketing, Sales & Aftermarket ........................................................................................................... 4
1.1 Dealer Business Management ...................................................................................................... 4
1.1.1 Vehicle Sales and Administration..........................................................................................4
1.1.2 Vehicle Service ......................................................................................................................4
1.1.3 Parts Management................................................................................................................5
1.2 Vehicle Sales Management........................................................................................................... 5
1.2.1 Sales and Distribution ........................................................................................................... 5
1.2.2 Vehicle Ordering and Administration ...................................................................................5
1.3 Omni-Channel Customer Service .................................................................................................. 6
1.3.1 Predictive Analytics ...............................................................................................................6
1.3.2 Self-Service Support Portal ................................................................................................... 6
1.3.3 Social Customer Engagement (Cloud)...................................................................................6
1.3.4 Social Listening and Sentiment Analysis ...............................................................................7
1.3.5 Mobile Service Execution...................................................................................................... 7
1.3.6 Service Request Management (Cloud)..................................................................................7
1.3.7 Knowledge Management (Cloud) .........................................................................................8
1.3.8 Social Collaboration ..............................................................................................................8
1.3.9 Customer Service Analytics (Cloud) ......................................................................................8
1.3.10 Inbound/Outbound Contact Centers ....................................................................................8
1.4 Insight-Driven Marketing ..............................................................................................................8
1.4.1 Social Listening and Sentiment Analysis ...............................................................................9
1.4.2 Audience Discovery and Targeting........................................................................................9
1.4.3 Customer Value Intelligence ................................................................................................. 9
1.4.4 Customer Analytics with Advanced Visualization ...............................................................10
1.4.5 Predictive Analytics .............................................................................................................10
1.4.6 Web Analytics .....................................................................................................................10
1.4.7 Marketing Analytics and Performance Management.........................................................10
1.5 Agile Marketing...........................................................................................................................11
1.5.1 Marketing Planning and Program Management ................................................................11
1.5.2 Campaign Management......................................................................................................11
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1.5.3 Digital Asset Management..................................................................................................11
1.5.4 Marketing Collaboration .....................................................................................................12
1.5.5 Marketing Analytics and Performance Management.........................................................12
1.6 Engaging Customer Experiences .................................................................................................12
1.6.1 Audience Targeting and Segmentation...............................................................................12
1.6.2 Customer Loyalty Management..........................................................................................13
1.6.3 Real-Time Personalization...................................................................................................13
1.6.4 Customer Acquisition Through Contact Centers (On Premise) ..........................................13
1.6.5 Web Experience Management............................................................................................13
1.6.6 Social Campaign and Engagement ......................................................................................14
1.7 Master Data Management for Commerce..................................................................................14
1.7.1 Product Content and Catalog Management (hybris) ..........................................................15
1.7.2 Customer Data Management (hybris) ................................................................................15
1.7.3 Localization and Internationalization (hybris) ....................................................................15
1.7.4 Media Conversion (hybris) ..................................................................................................15
1.7.5 Print Publishing (hybris) ......................................................................................................16
1.8 Omni-Channel Commerce Management ....................................................................................16
1.8.1 Product Content and Catalog Management (hybris) ..........................................................16
1.8.2 Web Experience Management............................................................................................17
1.8.3 Search and Navigation (hybris) ...........................................................................................17
1.8.4 Bundling, Configuration and Subscription Management (hybris) ......................................17
1.8.5 Pricing and Promotions (hybris)..........................................................................................17
1.8.6 Web Analytics .....................................................................................................................18
1.8.7 Real-Time Personalization...................................................................................................18
1.8.8 Order Orchestration and Management (hybris) .................................................................18
1.8.9 B2B Commerce (hybris) ......................................................................................................18
1.8.10 Omnichannel Touch Points (hybris) ....................................................................................19
1.9 Billing & Revenue Innovation Management ...............................................................................19
1.9.1 Sales and Order Management ............................................................................................19
1.9.2 Convergent Pricing Simulation............................................................................................20
1.9.3 Convergent Mediation ........................................................................................................20
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1.9.4 Convergent Charging...........................................................................................................20
1.9.5 Convergent Invoicing ..........................................................................................................20
1.9.6 Receivables Management and Payment Handling .............................................................21
1.9.7 Credit and Collection Management ....................................................................................21
1.9.8 Financial Customer Care and Dispute Management ..........................................................21
1.9.9 Flexible Solution Billing .......................................................................................................21
1.9.10 Customer Usage Analytics...................................................................................................22
2 Human Resources ...............................................................................................................................22
SAP Automotive (Auto Dealership) - Marketing, Sales & Aftermarket
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1 Marketing, Sales & Aftermarket
1.1 Dealer Business ManagementDealer Business Management Solutions
Integrate dealership operations to boost customer service and financial performance
Streamline operations and improve relationships with OEMs, importers, distributors, customers,
and dealer groups. Better manage sales and financing, service and parts, and an OEM-to-dealer
ecosystem. Supporting end-to-end operations for any size dealership, SAP’s software can
integrate data on multiple brands, territories, and dealer locations – delivering the functionality
and insight client’s need to nurture business relationships, speed vehicle turnover, and boost
customer satisfaction.
1.1.1 Vehicle Sales and Administration
Simplify processes and cut costs to increase sales and profitability
Accelerate sales pipelines and improve customer management with SAP software for sales
administration. Track sales of new and used vehicles and document customer interactions, from
lead to delivery. Generate procurement orders; create quotations; review credit limits; calculate
financing; and manage vehicle histories, returns, trade-ins, and repairs. With SAP software,
clients can build personalized customer relationships, cut operating costs, and increase
productivity and profitability.
1.1.2 Vehicle Service
Simplify processes and cut costs to increase sales and profitability
Accelerate sales pipelines and improve customer management with SAP software for sales
administration. Track sales of new and used vehicles and document customer interactions, from
lead to delivery. Generate procurement orders; create quotations; review credit limits; calculate
financing; and manage vehicle histories, returns, trade-ins, and repairs. With SAP software,
clients can build personalized customer relationships, cut operating costs, and increase
productivity and profitability.
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1.1.3 Parts Management
Plan orders, speed turnover, and reduce stock-outs to increase parts sales
Standardize, streamline, and integrate your processes for ordering, managing, and selling
automotive parts. SAP software provides real-time visibility into inventory levels, sales
performance, product availability, and supplier pricing. So clients can maintain optimal
inventory levels, organized by brand and selected to meet customer demand. You can also
collaborate with suppliers and run a single cash-desk module – to speed turnover, improve
fulfillment and customer service, and more.
1.2 Vehicle Sales ManagementVehicle Sales Management Solutions
Improve sales by optimizing your vehicle distribution chain
Streamline vehicle-ordering processes across brands and regions with SAP solutions for vehicle
sales management. By automating vehicle allocation and improving visibility into distribution
chains, SAP’s solutions help synchronize supply with demand. Use real-time information to
optimize supply chain visibility so clients can place orders earlier. Handle custom orders and
trade-ins to improve distribution, and use powerful search functions to track all vehicles across
the entire pipeline.
1.2.1 Sales and Distribution
Manage custom orders and trade-ins to Improve vehicle distribution and allocation
Order, track, and manage build-to-order and locate-to-order vehicles in real time from a central
location with sales and distribution software from SAP. Streamline sales processes, generate
sales forecasts, and improve push (make-to-stock) and pull (make-to-order) strategies. Monitor
distribution, collaborate with partners, and allocate trade-ins so clients can speed fulfillment,
enhance distribution transparency, reduce days in inventory, lower carrying costs, and improve
data analysis.
1.2.2 Vehicle Ordering and Administration
Improve communications, streamline procurement, and cut costs with a real-time Web portal
Interact with importers, wholesalers, and distributors in real time with software for vehicle
ordering and administration from SAP. Offering a Web portal that unifies vehicle management,
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ordering, and tracking processes, SAP’s software enables client’s to integrate sales processes
and use both push (make-to-stock) and pull (make-to-order) strategies. You can also collaborate
with partners, monitor supply chains, and access important business data to make smarter,
more profitable decisions.
1.3 Omni-Channel Customer ServiceOmni-Channel Customer Service Solutions
Give service reps a full view of customers across all channels and enable real-time collaboration
to solve complex cases
Rely on comprehensive omni-channel customer service – achieved with SAP software – so your
company can meet the expectations of its most demanding customers. Improve customer
satisfaction and strengthen loyalty to make your entire organization more competitive. Enable
contact center channels through phone, e-mail, chat, and SMS, while empowering agents to
streamline processes and provide multichannel service excellence.
1.3.1 Predictive Analytics
Uncover trends, find new opportunities, and gain a true competitive edge using predictive insights
Anticipate customer behavior and take proactive measures to develop and execute a customer-
centric strategy. Gain a competitive advantage by going from data to decision using real-time
predictive insights that can help client’s uncover and predict trends. Understand customer
behavior, improve responses to customers, and deliver exceptional customer experiences that
ultimately boost profitability.
1.3.2 Self-Service Support Portal
Provide a superior customer experience through comprehensive self-service
Empower your customers to research problems, seek solutions, and initiate services on their own
through intuitive online and personalized self-service support with SAP software. Increase
deflection rates, reduce contact center costs while allowing customers to engage in a preferred
manner, and provide direct access to agent-assisted service from self-service if needed.
1.3.3 Social Customer Engagement (Cloud)
Engage effectively through social channels to deliver optimal customer experiences
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Empower your marketing and customer service teams to collaborate and quickly deliver
appropriate responses to customer inquiries, issues, or comments made on social media channels
– with social customer engagement software from SAP. Filter, prioritize, and route high volumes
of customer content so the right expert addresses the right customer. Give your customers the
personalized experience they deserve on their preferred social channel.
1.3.4 Social Listening and Sentiment Analysis
Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one
customer experience
Understand the voice of the customer and turn volumes of social media and enterprise data into
meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing
customer sentiment and social media signals over time. Build customer profiles using both
structured and unstructured data across all interaction channels – including public, private, and
paid. Engage your customer in the right context by understanding each journey, sentiment,
interest, and activity.
1.3.5 Mobile Service Execution
Provide personal, face-to-face customer service anywhere, anytime
Deliver on-the-spot customer service through attentive, personalized service – with help from
mobile service execution capabilities in SAP software. Enable your on-site, in-person service
professionals to create and process requests with all relevant information at their fingertips using
iPads. Help your service reps have the most meaningful interactions when face to face with
customers with mobile service request management, knowledge access, and expert collaboration.
1.3.6 Service Request Management (Cloud)
Manage service requests with insight and effectiveness to solve customer issues in one
interaction
Offer your contact center agents and customers a unified agent experience across all interaction
channels with multichannel service request management from SAP software. Maximize agent
efficiency by capturing complete conversation history in a single location and apply
categorization, routing, and escalation rules to help ensure that service requests are always
handled by the right person with the right resolution.
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1.3.7 Knowledge Management (Cloud)
Help ensure first-contact issue resolution with efficient knowledge access
Increase productivity with knowledge management software from SAP that offers agents
automatic recommendations, allows agents to take advantage of collective team know-how, and
enables sharing of knowledgebase content with customers. Build a comprehensive knowledge
database with in-house and social community knowledge, flexible authoring, and usage analytics.
1.3.8 Social Collaboration
Solve customer issues collaboratively while keeping extended teams informed
Help service and support teams to strategize, solve problems, and drive action on behalf of
customers with social collaboration solutions from SAP. Enable teams to expedite customer issues
and requests by taking directed, productive action, including finding experts within the extended
organization who can help. By uniting people, data, processes, and content, SAP’s solutions can
help increase customer satisfaction, strengthen direct engagement, and build more solid
relationships.
1.3.9 Customer Service Analytics (Cloud)
Gain real-time insight into service performance with powerful analytics and intuitive dashboards
Capture a true measure of customer service performance with cloud-based analytics software
from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports
to evaluate response times, average handling times, service priorities, and escalation trends. SAP
customer service analytics software also lets your service representatives and managers create
their own operational reports, dashboards, and KPIs using intuitive wizards.
1.3.10 Inbound/Outbound Contact Centers
Improve performance with unified contact center operations
Deliver high-quality, consistent service across all channels – with SAP software for inbound and
outbound contact centers that integrates multichannel contact centers with other SAP and third-
party software. Unify your inbound and outbound contact handling and real-time monitoring
processes. Align marketing and sales targets in your telesales initiatives for increased customer
satisfaction and greater cost savings and revenue streams.
1.4 Insight-Driven MarketingInsight-Driven Marketing Solutions
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Capitalize on data-driven insights and make intelligent business decisions to maximize ROI
Unify all customer and market data into one single view. Reveal hidden insights and make
intelligent decisions in a timely manner. Anticipate customer behaviors with predictive analytics.
Systematically monitor both structured and unstructured data from call centers, e-mails, social
media, and other channels to gain a holistic understanding of the voice of the market.
1.4.1 Social Listening and Sentiment Analysis
Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one
customer experience
Understand the voice of the customer and turn volumes of social media and enterprise data into
meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing
customer sentiment and social media signals over time. Build customer profiles using both
structured and unstructured data across all interaction channels – including public, private, and
paid. Engage your customer in the right context by understanding each journey, sentiment,
interest, and activity.
1.4.2 Audience Discovery and Targeting
Optimize targeting for Omni channel campaigns with real-time customer insights
Empower campaign managers to define the best customers and prospects with audience
discovery and targeting solutions from SAP. Consume and run optimization algorithms and apply
interactive visualizations to explore customer data quickly. Personalize messaging and campaign
offers by using data export definitions. With high-performance customer segmentation, managers
have the real-time data they need to optimize customer interactions, response, and conversion
rates.
1.4.3 Customer Value Intelligence
Grow your business by engaging the right customers in the right way based on their current and
potential value
Identify the current and potential value of your customers with marketing software from SAP that
provides 360-degree intelligence across all data sources. Automatically categorize the relationship
and behavior of each customer and offer actionable steps for improvement. Determine the
“white space” or untapped value for each customer. Provide intelligence on how to best segment
your market based on customer value and execute targeted marketing and sales campaigns.
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1.4.4 Customer Analytics with Advanced Visualization
Visualize data to gain key customer insights and make better decisions with a single version of
truth
Use analytics to capitalize on data-driven insights by providing visualization that maps marketing
insights to various initiatives. Explore and present data, revealing new insight. Understand big and
small marketing data. Combine different visualizations together as storyboards to provide context
and focus. Marketers can monitor key performance indicators, from daily operational activities to
strategic activities.
1.4.5 Predictive Analytics
Uncover trends, find new opportunities, and gain a true competitive edge using predictive
insights
Anticipate customer behavior and take proactive measures to develop and execute a customer-
centric strategy. Gain a competitive advantage by going from data to decision using real-time
predictive insights that can help client’s uncover and predict trends. Understand customer
behavior, improve responses to customers, and deliver exceptional customer experiences that
ultimately boost profitability.
1.4.6 Web Analytics
Improve the digital experience by tracking and analyzing the behavior of your known and
unknown visitors
Understand what’s really happening as visitors browse your site by relying on high-performance,
real-time Web analytics software from SAP. Take advantage of the information that flows through
Adobe Analytics to continuously improve the performance of Web and digital marketing
experiences.
1.4.7 Marketing Analytics and Performance Management
Make the best decisions with timely insight into marketing performance
Gain real-time insights into campaign performance and marketing results with analytics and
performance management solutions from SAP. Through advanced analytics, optimization tools,
and prebuilt dashboards and reports, client’s get the help client’s need to make confident
decisions that drive revenue. By having a full understanding of the effectiveness of every activity,
clients can identify changing customer needs to promote the best offers to the right customers.
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1.5 Agile MarketingAgile Marketing Solutions
Market with speed and precision and convert market opportunities before they disappear
Accelerate marketing operations by increasing collaboration among internal and external teams
and streamlining the development and deployment of marketing assets. Optimize your marketing
mix in real time to improve ROI. Gain transparency and access to real-time information to make
informed decisions, and devise winning strategies to grow the business.
1.5.1 Marketing Planning and Program Management
Drive results in marketing activities through better alignment and coordination
Manage and streamline all marketing activities, from planning and budgeting to coordination
and execution, with SAP solutions. Develop detailed marketing plans that align with corporate
strategies, and use robust budgeting functions to manage budgets and track real-time spending.
A centralized marketing calendar that lets client’s coordinate complementary marketing
activities – along with and task management functions, campaign templates, and workflows –
help maximize results even more.
1.5.2 Campaign Management
Engage customers with coordinated, consistent interactions
Orchestrate consistent customer experiences across multiple touch points with campaign
management software from SAP. Automate multi wave campaigns across channels. Accurately
evaluate, plan, and measure marketing activities using advanced analytics. SAP campaign
management software lets client’s target and segment audiences, make the best offers in real
time, and keep up-to-date on campaign performance – all of which helps increase customer
sentiment, market demand, and sales revenue.
1.5.3 Digital Asset Management
Enhance productivity, compliance, and revenue by managing digital assets better
Centralize the management of comprehensive metadata and support advanced search,
versioning, and flexible workflows for your digital assets with solutions from SAP. Better
incorporate digital assets within marketing processes and streamline usage tracking. Improve
processes by reducing asset duplication, enhancing brand compliance, adhering to asset rights
obligations, and distributing approved assets efficiently.
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1.5.4 Marketing Collaboration
Collaborate with key stakeholders to increase speed to market and optimize decision making
Help marketers reduce boundaries across departments and geographies with solutions for
marketing collaboration from SAP. The solutions enable project participants to streamline
processes, share best practices, and collaborate as a team and with external vendors. Bring
together people, data, processes, and content, and centralize discussions around projects to
reduce duplication and improve productivity. Strategize and problem-solve faster to drive better
business results.
1.5.5 Marketing Analytics and Performance Management
Make the best decisions with timely insight into marketing performance
Gain real-time insights into campaign performance and marketing results with analytics and
performance management solutions from SAP. Through advanced analytics, optimization tools,
and prebuilt dashboards and reports, client’s get the help client’s need to make confident
decisions that drive revenue. By having a full understanding of the effectiveness of every
activity, clients can identify changing customer needs to promote the best offers to the right
customers.
1.6 Engaging Customer ExperiencesDeliver Unique Customer Experiences
Engage customers seamlessly across multiple interaction channels
Successful customer engagement should be proactive, tapping into the emotional drivers behind
the buying process and delivering relevant customer experiences in real time. Leverage the real-
time context of every customer so that clients can deliver the best offers and messages across
multiple touch points. Remarket to prospects based on abandoned shopping carts and web forms
or recent online browsing behavior. Make it easy and compelling for customers to re-engage any
step during the buying journey.
1.6.1 Audience Targeting and Segmentation
Optimize targeting for Omni channel campaigns with real-time customer insights
Empower campaign managers to define the best customers and prospects with audience
discovery and targeting solutions from SAP. Consume and run optimization algorithms and apply
interactive visualizations to explore customer data quickly. Personalize messaging and campaign
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offers by using data export definitions. With high-performance customer segmentation,
managers have the real-time data they need to optimize customer interactions, response, and
conversion rates.
1.6.2 Customer Loyalty Management
Turn consumers into advocates with multichannel loyalty programs that create relevant,
consistent customer experiences
Create targeted loyalty programs that offer relevant and personalized rewards with marketing
software from SAP. Build loyalty with incentives and rewards without dropping prices. Maintain
a consistent customer experience across multichannel loyalty programs. Close the loop from
initial distribution of points to final fulfillment. Include partners in loyalty programs to extend
the customer experience. Capture customer behavioral information to continually fine-tune
your loyalty program.
1.6.3 Real-Time Personalization
Deliver personalized, real-time offers and content through the best channels at the right times
Engage customers at the right moment with relevant offers and messages that influence their
purchasing decisions by relying on real-time personalization software from SAP. Improve
customer retention and loyalty while maximizing cross- and up-sell opportunities with highly
personalized, real-time offers across all channels. Drive revenue by providing a compelling and
consistent customer experience. Automatically learn what’s worked and what hasn't for
continual insight and improvement.
1.6.4 Customer Acquisition Through Contact Centers (On Premise)
Personalize services to keep sales pipelines full and flowing
Support high-performing inbound and outbound sales and service with SAP software for
customer acquisition through contact centers. By providing tools for agent guidance and contact
center operations, the software helps improve customer data accuracy and enables agents to
qualify leads, capture customer and marketing-related data, and conduct sales. Make the
contact center a hub for delivering compelling product and service recommendations that
improve revenue and increase market share.
1.6.5 Web Experience Management
Boost sales by targeting content to customers based on who they are and what they do
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Strengthen customer loyalty with marketing software from SAP that manages your customers’
Web experience and takes content personalization to a new level. Use advanced, behavior-
based personalization to target customers based not simply on who they are but on what they
do. Increase average order size by collecting customer information from all channels and
providing a personalized Web shopping experience.
1.6.6 Social Campaign and Engagement
Manage your brand by responding rapidly to existing customers, and reach new prospects
with targeted social engagement
Give customers and prospects the personalized experience they deserve with marketing
software from SAP for building social campaigns and engagement. Empower your marketing and
customer service teams to collaborate and respond quickly to customer inquiries, issues, or
comments on social media channels. Engage your audience with targeted social campaigns that
let client’s reach the prospects client’s know, as well as unknown prospects with similar
identities, behavior, and interests.
1.7 Master Data Management for CommerceMaster Data Management for Commerce Solutions
Gain a single view of your customers, products, and order activity in a central hub designed for
customer engagement
Unify customer, product, and order information from multiple sources and across all channels
with master data management software from hybris1, an SAP company. Give business users
intuitive access to consistent and comprehensive information on one platform. Increase
responsiveness with centralized data consolidation and a business-focused approach to master
data management. Shorten product launch cycles, streamline operations, and reduce cost with a
flexible, extensible data model.
1 hybris' omni-channel commerce solution helps to target and engage with customers better, wherever they are.As the world of commerce continues to change, give ones customers a consistent and meaningful experience -across every channel, every time.The core hybris solution ranks consistently among the top commerce software platforms worldwide. Hybris’ B2Band B2C commerce applications include an Omni-Channel Offering, Product Content Management (also known asMaster Data Management or Product Information Management), Order Management, hybris MarketingConversion, and powerful search and merchandising.hybris is omni-channel at its core. Hybris commerce software helps integrate all digital and physical customertouch points onto a single platform – including online, mobile, point-of-sale, call center, social media and print.
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1.7.1 Product Content and Catalog Management (hybris)
Empower business users to manage product information across all sales channels and
geographies without IT’s help
Heighten marketing effectiveness by managing, structuring, and displaying product information
consistently across all channels with product content and catalog management software from
hybris, an SAP company. Import product information from different sources, organize it
hierarchically, and assign attributes dynamically or statically. Drive sales by distributing product
information in catalogs geared to specific audiences in relevant touch points, markets, or
geographies.
1.7.2 Customer Data Management (hybris)
Gain actionable insight to drive sales and service with a 360-degree view of the customer
Give your business a single view of each customer’s transactions, behavior, and preferences
with customer data management software from hybris, an SAP company. Capture all customer
data and interaction across channels and manage it in one central repository. Empower your
marketing team with a 360-degree perspective to optimize the customer experience. Create
contextual communication across all touch points. Tailor messages to diverse customer groups
and improve relevancy.
1.7.3 Localization and Internationalization (hybris)
Expand into new segments, markets, and geographies by providing localized content on one
platform
Simplify global commerce with localization and internationalization software from hybris, an
SAP company. Grow your business by supporting multiple languages, currencies, payment
methods, and product variations. Manage multiple international sites on one platform using
local or centralized teams. Deploy new sites quickly using existing catalogs, content, and
infrastructure. Meet the unique needs of geographic markets with their own localized catalogs,
pricing, content, and branding.
1.7.4 Media Conversion (hybris)
Simplify management of digital media assets
Create, edit, compose, or convert almost any available bitmap image with comprehensive media
conversion software from SAP. Define media containers that each includes all necessary media
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derivatives and a media source to represent one digital asset and then apply the containers to
projects. Easily add on watermarks or other media. Use manual or automatic media scans to
have the system periodically check the media database and apply conversions according to rules
defined by merchants.
1.7.5 Print Publishing (hybris)
Produce and manage printed materials efficiently by automating print processes and
supporting bidirectional workflows
Increase efficiency when producing sales catalogs, leaflets, and other printed material for
today’s omnichannel environment by relying on print publishing software from hybris, an SAP
company. Work faster by automating print processes, reducing publishing times, and
accelerating correction cycles. Deliver a greater volume of higher-quality printed materials while
maintaining brand, content, and pricing consistency with other channels.
1.8 Omni-Channel Commerce ManagementOmni-Channel Commerce Management Solutions
Attract and keep more customers in today’s omni-channel marketplace
Engage customers with a contextual experience that matches their expectations and drives sales
with omni-channel commerce management software from hybris, an SAP company. Create a
seamless and highly personalized customer experience across every channel and touch point –
and make it consistent from initial order to final fulfillment. Consolidate sales, management, and
service onto a single platform that’s designed for omni-channel commerce and puts the customer
first.
1.8.1 Product Content and Catalog Management (hybris)
Empower business users to manage product information across all sales channels and
geographies without IT’s help
Heighten marketing effectiveness by managing, structuring, and displaying product information
consistently across all channels with product content and catalog management software from
hybris, an SAP company. Import product information from different sources, organize it
hierarchically, and assign attributes dynamically or statically. Drive sales by distributing product
information in catalogs geared to specific audiences in relevant touch points, markets, or
geographies.
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1.8.2 Web Experience Management
Boost sales by targeting content to customers based on who they are and what they do
Strengthen customer loyalty with marketing software from SAP that manages your customers’
Web experience and takes content personalization to a new level. Use advanced, behavior-
based personalization to target customers based not simply on who they are but on what they
do. Increase average order size by collecting customer information from all channels and
providing a personalized Web shopping experience.
1.8.3 Search and Navigation (hybris)
Increase sales by creating a personalized and navigable customer experience with advanced
search and discovery
Improve product and service discovery with search and navigation software from hybris, an SAP
company. Get the most relevant results with faceted and auto-suggestion search. Increase
revenue by managing misspelled words and synonyms during the search and navigation
experience. Maximize conversions, up-selling, and cross-selling by personalizing the shopping
experience and redirecting customers to specific locations when they enter predefined
keywords, segments, or click paths.
1.8.4 Bundling, Configuration and Subscription Management (hybris)
Improve revenue and customer loyalty with new business models that streamline the purchase
of complex goods and services
Boost sales by simplifying the shopping experience with bundling, configuration, and
subscription management software from hybris, an SAP company. Empower customers to
bundle products as needed – and to configure them easily. Maximize profits by using different
pricing models based on whether client’s sell a product individually or in a bundle. Reduce the
cost of ownership for customers and create new revenue streams with subscription pricing
models for products, services, and promotions.
1.8.5 Pricing and Promotions (hybris)
Grow revenue and reward loyalty with advanced pricing and promotion models
Create successful promotional campaigns – including coupons and vouchers – that increase
revenue and customer loyalty with pricing and promotions software from hybris, an SAP
company. Design and manage customer-redeemable coupons to meet business goals and
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support single or multiuse scenarios. Launch promotions that support simple BOGO offers or
complex bundles. Maximize conversion rates with promotions and coupons that include
personalized offers and move customers across channels.
1.8.6 Web Analytics
Improve the digital experience by tracking and analyzing the behavior of your known and
unknown visitors
Understand what’s really happening as visitors browse your site by relying on high-performance,
real-time Web analytics software from SAP. Take advantage of the information that flows
through Adobe Analytics to continuously improve the performance of Web and digital
marketing experiences.
1.8.7 Real-Time Personalization
Deliver personalized, real-time offers and content through the best channels at the right times
Engage customers at the right moment with relevant offers and messages that influence their
purchasing decisions by relying on real-time personalization software from SAP. Improve
customer retention and loyalty while maximizing cross- and up-sell opportunities with highly
personalized, real-time offers across all channels. Drive revenue by providing a compelling and
consistent customer experience. Automatically learn what’s worked and what hasn't for
continual insight and improvement.
1.8.8 Order Orchestration and Management (hybris)
Put your customer at the center of the commerce experience by fulfilling orders across any
channel
Streamline operations using a central hub to process, control, and route all orders from any
touch point with order management software from hybris, an SAP company. Drive growth by
handling large volumes of orders at peak times. Ramp up efficiency with a self-service process
that lets customers manage the return of goods. Gain end-to-end visibility into the order
process by integrating warehouses, financial and payment systems, fraud service providers, and
other stakeholders.
1.8.9 B2B Commerce (hybris)
Power enterprise growth with a solution that supports complex pricing and B2B account
models
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Drive success by managing complex accounts, buyer relationships, and service requirements
with B2B commerce software from hybris, an SAP company. Improve efficiency with integrated
B2B functions for managing quotations, credit limits, cost centers, and budgets. Execute a
winning omnichannel strategy by sharing product and pricing information with partners.
Manage transactions and customer relationships by integrating back-office systems and
processes such as e-procurement punch-out.
1.8.10 Omnichannel Touch Points (hybris)
Create the optimal customer experience for sales and service across touch points – and deploy
it quickly
Deliver an exceptional customer experience across all omnichannel touch points – including
mobile devices, the Web, in-store point of sale, and customer service – with software from
hybris, an SAP company. Design an experience that’s cost-effective yet purpose-built for today’s
omnichannel customers and deploy it fast. Rely on built-in accelerators and quickly tailor the
customer experience for specific industries or for the B2C and B2B markets.
1.9 Billing & Revenue Innovation ManagementBilling and Revenue Innovation Management Solutions
Create profitable digital services with flexible pricing and watertight revenue management
Play to win in today’s digital services marketplace with SAP software for billing and revenue
management. Rapidly launch customer-centric subscription offers that set client’s apart from the
competition. Exploit fast-moving market opportunities by quickly changing customer pricing and
partner revenue-sharing models. Ramp up efficiency with a billing and revenue management
solution that integrates the entire consume-to-cash process and provides a low total cost of
ownership.
1.9.1 Sales and Order Management
Boost average revenue per customer and reduce churn
Engage B2C or B2B customers with a consistent experience across all touch points with SAP
software for sales and order management. Acquire new customers with targeted subscription
offers that contain the right mix of products, projects, recurring and on-time services, and usage
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charges – all on one quote and on one contract. Make changes to existing subscriptions quickly
to lower your customer churn rate.
1.9.2 Convergent Pricing Simulation
Optimize revenue by knowing how pricing strategies will impact the business
Build and test a pricing strategy for any product or service with convergent pricing simulation
solutions from SAP. By quickly testing pricing strategies before committing resources for a
launch, clients can increase the accuracy of your revenue projections while mitigating business
risk.
1.9.3 Convergent Mediation
Support new business models by making data access easier across networks
Respond to new market challenges quickly by using convergent mediation solutions from SAP.
Filter, transform, and consolidate data feeds into required formats before routing it to
applications for billing, fraud management, service assurance, and analytics. By supporting real-
time and batch processing on a single platform, clients can reduce the number of integration
points for managing data across networks, eliminate the need for various disparate solutions,
and lower costs.
1.9.4 Convergent Charging
Deliver competitive offers with flexible pricing
Define pricing schemes for services and related partner revenue-sharing with convergent
charging solutions from SAP. Enact these models quickly and rate each transaction in real time.
By allowing non-IT personnel to make pricing changes quickly, your business can seize market
opportunities with competitive offers. And this translates into increased profitability, customer
loyalty, and a strong competitive edge in a highly demanding marketplace.
1.9.5 Convergent Invoicing
Simplify invoicing to enhance cash flow and customer care
Give customers a single, consolidated invoice – while delivering more personalized services –
with convergent invoicing solutions from SAP. Pull together information from several billing
streams and individual-rated events to obtain a complete view of the customer and manage
sophisticated rules for invoice-level discounting. You can even accommodate third-party
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partnerships and ramp up new services by clearly delineating which party is responsible for any
given charge.
1.9.6 Receivables Management and Payment Handling
Deliver a healthy cash flow and top-notch service with receivables management and payment
handling
Assign individual clearing strategies, automate payment reconciliation, and generate reports
that adhere to accounting principles – all with receivables management and payment handling
solutions from SAP. Give your billing team the tools and automation needed to reduce days
sales outstanding and processing costs while targeting the right customers for collections. And
for the business, this translates into a higher level of customer satisfaction.
1.9.7 Credit and Collection Management
Tailor credit decisions and collections processing to each customer’s profile
Deliver reliable, holistic credit scoring of all customers with credit and collection management
solutions from SAP. Automate routine tasks in the collections process, such as the calculation of
interest payments. Change and continuously optimize collections strategies by applying analysis
from in-house teams and external agencies. With a complete credit and collection history,
clients can reduce days sales outstanding and the risk of nonpayment – all while retaining loyal
customers.
1.9.8 Financial Customer Care and Dispute Management
Answer inquiries and resolve disputes quickly with a complete view into customer financial
information
Empower your call center with transparent financial customer care and dispute management.
Agents can quickly make adjustments, modify contracts, change payment details, set up
installment plans, create credit notes, and lock disputed items from automated collections
processing. This reduces the volume of support calls and decreases the time and cost for
resolving disputes. With complete support from knowledgeable call center agents, customers
have another reason to stay loyal.
1.9.9 Flexible Solution Billing
Enhance cash flow and customer satisfaction with simpler billing processes
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Provide your customers with the streamlined invoices they demand through flexible solution
billing. With a configurable invoicing process, client’s gain full control over the billing process
and the ability to personalize each invoice before it is sent to the customer. By billing packaged
offerings with one, consolidated invoice, client’s deliver accurate and timely billing – reducing
days sales outstanding.
1.9.10 Customer Usage Analytics
Increase business agility through instant analysis of all customer usage data
Understand evolving patterns in customer response to new offers and to your competition with
customer usage analytics from SAP. Learn how usage behavior affects revenue by drilling down
from a group of customers to an individual customer. With comprehensive coverage of billing
and collections processes, clients can go beyond revenue generation, collections, and cash flow
to gain insight from billed and unbilled revenue and streamline collections processes.
2 Human ResourcesManage the modern workforce with SAP’s HCM software
1. Core Human Resources and Payroll
2. Talent Management
3. Time and Attendance Management
4. Workforce Planning and Analytics