SAP Cloud for Service - nexus-sr.com Cloud for Service.pdf · SAP Cloud for Service Self-Service...

SAP Cloud for Service

Self-Service Support Portal

A new channel for delivering exceptional customer service October 2013

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2 Customer

Disclaimer

This presentation 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 assumes no responsibility for errors or omissions in this document, except if

such damages were caused by SAP intentionally or grossly negligent.


Agenda

Motivation

Solution Overview

Solution in Detail

Summary

Further Information

Motivation


by empowering your customers

to easily get answers, create and track service requests

via channel of choice.

Creating exceptional customer service


prefer using a

website or self-services

to quickly get answers.

72% of customers

Source: “The State of Unassisted Support: 2012”

TSIA Technology Insight


Strategic focus areas for customer service organization Building a consistent, improved channel delivery experience

Service organizations aim at optimizing customer loyalty and retention while

increasing efficiency to reduce support costs.

The top three focus channels for 2014* are:

80% 79% 75%

e-mail web self-services mobile devices

*Source: Bloomberg Businessweek Research Services, 2012

Percentage of survey participants who rated channel as important


Creating exceptional customer service Involved personas and their challenges

End user

Looking for support and

advice due to a recent issue

with a product or service

Challenges

Limited product knowhow

Efficient problem reporting and

resolution

Transparency on progress

Support Portal Admin

Manage support infrastructure

to enable consistent service

experience across channels

Challenges

Efficiently manage channels

Custom functional add-ons and

solution extensions

Customization and branding

Service Agent

Manage incoming service

requests and provide timely

high-quality solutions

Challenges

Customer satisfaction / loyalty

Quality of resolution

Time for issue resolution

Productivity and efficiency

Solution Overview


SAP Cloud for

Service

SAP Cloud for

Social Engagement

SAP Cloud for

Sales

SAP Social Media

Analytics by NetBase

PROSPECT CUSTOMER PROMOTER

ENTERPRISE SOCIAL ● ANALYTICS ● MOBILE AND OFFLINE

SAP Cloud for Customer

Rich

Insights

Seamless

Integration

Industry

Content

Beautiful User

Experience

EARN their business

by knowing them

better

GROW with them as

their needs change

TURN prospects into

promoters

SAP Cloud for Customers Engage your customers like never before


Intuitive service ticketing solution across any channel

Delight customers with great service experiences.

Native cross-enterprise collaboration

Rich service analytics

Solution finder with knowledge base integration

Seamless ERP & CRM integration for products, order status and more

SAP Cloud for Service


SAP Cloud for Service and Self-Service Support Portal Additional interaction channel offering greater choice for customers

Your customers want choice. You can give them what they want.

Service Agent

Phone

E-Mail

Chat

Self-Service

Support Portal

Customer S

AP

Clo

ud for

Serv

ice


SAP Cloud for Service – Self-Service Support Site Offer your customers an intuitive, branded self-service support channel

Motivation

Increase customer satisfaction and lower support costs via an easy-to-use self-service support site

Solution

Your customers can take control:

Create new service tickets 24x7 via

web-based support channel

Track support requests and ticket status

at their fingertips

Access knowledge base to easily find answers

Collaborate with service agents

to resolve issue quickly

Your service & support experts gain flexibility:

Easily manage and customize

out-of-the-box content

Build custom solution extensions


Benefits

End user

Easy 24x7 access to self-

services web channel

Intuitive, branded user

interface

Quickly find answers via

knowledge base

Central access to all open or

solved tickets

Support Portal Admin

Run cloud-based scalable,

mobile-ready support website

Easily customize the user

experience (branding, layout)

Add custom widgets

Build valuable solution

extensions and connections

Service Agent

Reduce high-touch service

efforts

Improve response time and

quality of ticket solutions

Maintain central knowledge

base for common questions

Increase customer satisfaction


Demo Scenario

Nicky

Manager

at Green Mile

• Has a question for Monarch

about single sign on

• Uses Monarch’s support site

• Searches the knowledge base

• Creates a ticket

Anna

Support Portal

Author at Monarch

• Responsible for administering

support portal

• Changes the look and feel of

the support site

• Adds content and functionality

requested by the service

department

Tom

Service Agent

at Monarch

• Receives the ticket from Nicky

entered via the support site

• Investigates the issue to find a

solution

• Communicates with Nicky via

support site

Report issue

Provide solution

Request

innovations

Customize /

add functionality


Homepage for end user

All relevant information

at your fingertips:

Search for new

answers in the

knowledge base

Review current status

of open tickets

Create a new ticket


Powerful knowledge base allows your customers to tap

into your company’s know-how

Make your customers smarter by

allowing them to tap into your

company‘s know-how:

Provide relevant, up-to-date

information

Allow them to find answers to

frequently asked questions

Free up valuable resources in

your support team so they can

focus on cracking the tough nuts


Create new ticket Enter problem description and check recommended solutions


Create new ticket Adding attachments and related information


Complete visibility into all support requests

Give your users access

to all tickets created by

their organization

Providing complete

insight into all service

issues

Across all contact

channels


Check ticket details and comments by service agent


Service agent SAP Cloud for Service – detailed overview cockpit

Provide agents with easy access to complete, contextual information – and equips service

managers with real-time insight into call center performance.

Solution in Detail SAP HANA Cloud Portal – support site edition


SAP HANA Cloud Portal Introduction

Motivation

Enable lines of business to create attractive and business-driven sites easily & quickly

Enable IT departments to securely integrate, enrich and extend on-premises and cloud

scenarios with an easy-to-administer, lean portal

Solution

Cloud-based UI integration solution on top of SAP HANA Cloud platform

Intuitive user interface based on HTML5 and OpenSocial

Fast branding and customization

Designed for mobile consumption

Scenarios

Portal Platform as a Service (pPaaS)

SuccessFactors extensions platform

SAP Cloud for Service – Support Site


SAP HANA Cloud Portal – Support Site Edition What do you get?

Support Site Edition allows

customers to easily build branded

self-service portals

Leverage out of the box service

widgets and a reference site to

deliver immediate, superior self service

to your customers

Create multiple support sites for

different brands or customer categories

to improve service experience

Enhance your site via additional

widgets and content from the library

Enrich your site’s UI via custom

widgets using open social extensions

and Cloud Portal UI services


Working with out of the box content

Available query tiles (widgets)

Create New Ticket: A form allowing users to

create new tickets

Open Tickets: A list of a user's new and in

process tickets

Need Confirmation: A list of a user's tickets

that need to be confirmed by the user

High Priority: A list of a user's high priority,

unsolved tickets

Recent Updates: A list of a user's unsolved

tickets with no agent activity for the last 7 days

All Tickets: A list of all tickets a user created

via the portal (filter by priority, status, date)

Ticket Details: A detailed view on specific

ticket and all its information


Integration of Cloud Portal with Cloud for Service

SAP Business Suite

Mobility

ERP CRM

Open platform

SAP Cloud for

Social Engagement

SAP Social Media

Analytics by NetBase



Cloud Integration option

BI

SAP Cloud for

Sales

End user

Support Site

Ticket

Details

Create

Ticket

Ticket

Tiles

Ticket

List

SAP HANA Cloud Portal

Site Administrator

Service Agent

SAP Cloud for

Service

Site

Directory

Content

Catalog

Custom

Widgets

Customiza-

tion

Integration


Customers can easily customize the appearance of the support site

Design & Layout

Adjust fonts, colors, logos via CSS definitions

Customize existing theme

Create own theme

Support Portal Author Customizing content of the support site

Custom theme

Content

Add, remove or rename pages from reference site

Add or remove fields from pre-configured site widgets


Support site customization and extensions Flexible solution for managing and enriching the support site with custom services

Customized example showcase


Extending your support portal with custom widgets

Customers can easily extend the out of

the box solution:

Integration of additional SAP and

non-SAP applications & services

Solution extensions

Custom-developed widgets

Via open framework for extensions

SAPUI5 / OpenSocial support

Services API for custom widgets

Cloud Connector

Check the developer guide for details on

https://help.hana.ondemand.com

Custom

Widget

https://help.hana.ondemand.com/cloud_portal/frameset.htm?27afcd5bc8c14b59baf76169d66c0f7d.html



https://help.hana.ondemand.com/

https://help.hana.ondemand.com/


Knowledge Base

Easily integrate your knowledge

base into the support site:

Pre-configured widgets for

Mindtouch solution

Integration of other third party

solutions via connectors possible

Summary


SAP Cloud for Service Self-Service Support Portal

SAP Cloud for Service - Support Portal

is available today as additional service

channel for your customers

With the support site edition your cost

effective, self-service site will be live in

a matter of days

SAP HANA Cloud Portal is a flexible

platform and allows easy configuration

and design of your sites


Public Material

Support Site – Solution Overview

SAP Cloud for Service - Solution Overview http://www.sap.com/cloudforservice

Documentation http://help.sap.com/cloud4customer

Video: Introducing SAP Cloud for Service Support Portal http://youtu.be/b1h9vHgsZoc?hd=1

Video: Support Portal – Administration perspective http://youtu.be/HDAOmpiSKZg

Details on SAP HANA Cloud Portal

SAP HANA Cloud Portal Overview http://www.sap.com/cloudportal

Video: SAP HANA Cloud Portal – Overview http://www.youtube.com/watch?v=_THeCAHvwZc

Technical Materials on SCN http://scn.sap.com/community/hana-cloud-portal

Experience Site http://tiny.cc/CloudPortal

SAP HANA Cloud Portal on SAP Store http://tiny.cc/cp-store

Start your free Cloud Portal trial today http://scn.sap.com/docs/DOC-32874

http://www.sap.com/cloudforservice

http://www.sap.com/cloudforservice

http://help.sap.com/cloud4customer



http://youtu.be/b1h9vHgsZoc?hd=1

http://youtu.be/b1h9vHgsZoc?hd=1

http://youtu.be/HDAOmpiSKZg

http://youtu.be/HDAOmpiSKZg

http://www.sap.com/cloudportal

http://www.youtube.com/watch?v=_THeCAHvwZc&list=PLFD0FA2183DC1F3B7

http://scn.sap.com/community/hana-cloud-portal





http://tiny.cc/CloudPortal

http://tiny.cc/CloudPortal

http://tiny.cc/cp-store




http://scn.sap.com/docs/DOC-32874





Appendix


Mobility

• Manage service

requests on iPad –

anytime, anywhere

Solution Finder

• Integration with existing

knowledge base

• Context-sensitive

recommendations

• Easily share content with

customers

• E-Mail

• Phone (CTI)

• Web self-service portal

• Chat

• Branded communities

• Social Media* (Twitter, Facebook)

Multi-channel service

Collaboration

• Contextual social collaboration

with integrated feed

Integration • Native integration with SAP ERP and SAP CRM

• Open API

Analytics • Real-time service

performance with pre-built

dashboards

• Embedded reports response

times, handle times, priority and

escalation trends

Productivity • E-mail response management

• Routing and escalation rules

SAP Cloud for Service | SAP Cloud for Social Engagement Designed to WOW the Customer, Agent and Manager

*Social Media channels with SAP Cloud for Social Engagement


SAP HANA Cloud Portal Easily build secure, scalable and attractive cloud-based business-oriented sites

Bringing applications, reports and unstructured

content together in just few minutes

Create your own business site in minutes

Simple drag & drop interface

Allow easy sites administration

Easy branding and customization

Consumption on the road or at your desktop

via a unique user experience

Out of the box tablet and gestures support

HTML5 based user interface

Supporting B2E, B2B, B2C scenarios


SAP HANA Cloud Portal Overview

Navigation Branding &

Theming Personalization Context

Exchange

Site

Lifecycle Role Based

Authorization

Social

(JAM)

OOTB Content

(widgets, themes)

Enterprise Content

Manager (ECM)

Open Social Container

(Shindig)

Integration API

Authoring Environment (WYSIWYG)

SAP HANA CLOUD PORTAL

IDP integration

(SAML2, SAP ID) SSO

Persistency services

Powered by HANA SAPUI5

Development

Tools

SAP HANA CLOUD PLATFORM

Application Development | Integration | Database and Analytics | Foundation

Applications

Extensions

LOB Cloud

Applications

Customer

People

Money

Supplier

Success

Factors

Cloud for

Customer

Market

Place Customer \

Partner

applications

Cloud

suite

3rd

Party

SAP

Business

Suites

On Premises

Landscape

Secured

Integration

Framework

Gateway

SAP Cloud

Connector


Value Proposition Accelerate time-to-value and increase business agility

Fast Connected Open Powerful Rich

Build scalable

and attractive

cloud-based sites

– quickly and

easily

Integrate existing

content with

custom widgets

on an open

platform

Consume a range

of portal PaaS

services to

create and

configure your

sites

Securely

integrate varied

content retrieved

from SAP and

non-SAP sources

Design branded

sites, supporting

out-of-the-box

mobile

consumption and

social experience


© 2013 SAP AG or an SAP affiliate company.

All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.

The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or

warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group

products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing

herein should be construed as constituting an additional warranty.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in

Germany and other countries.

Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

http://www.sap.com/corporate-en/legal/copyright/index.epx



SAP Cloud for Service - nexus-sr.com Cloud for Service.pdf · SAP Cloud for Service Self-Service...

Documents

Transcript of SAP Cloud for Service - nexus-sr.com Cloud for Service.pdf · SAP Cloud for Service Self-Service...