SAP Summit Linz 2016

Sven Feurer, Director SAP Hybris Sales

Solution Management, SAP SE

SAP Front-Office am Beispiel

von SAP Cloud for Customer

SAP Summit Linz 2016

Sven Feurer, Director SAP Hybris Sales

Solution Management, SAP SE

SAP Front-Office am Beispiel

von Cloud for

Customer

SAP Hybris Strategy & Cloud for Customer

SAP Hybris Cloud for Sales / Service Overview

SAP Hybris Front-Office Integration Scenarios

1

2

3

AGENDA

SAP Hybris Strategy & Cloud for Customer

SAP Hybris Cloud for Sales / Service Overview

SAP Hybris Front-Office Integration Scenarios

1

2

3

AGENDA

ENABLING OUR CUSTOMERS TO DELIVER CONTEXTUAL,

CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS

OF CHANNEL OR DEVICE THROUGHOUT THE

CUSTOMER JOURNEY.

EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

COMMERCE MARKETING SERVICE SALES

WEB IN-STORE/

BRANCH

CONTACT

CENTER

DIGITAL

GOODS

MARKET-

PLACES

IOT SOCIAL

MEDIA

SMS/NOTI-

FICATIONS

SEARCH

KW/ADS

DIGITAL

ADVERTISING

E-MAIL PRINTING AGENT TOOLSMOBILE

BILLING

DATA MANAGEMENTCUSTOMER | PRODUCT

SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS

WHAT ANALYSTS ARE SAYING

13 Gartner Magic Quadrants across

CRM / Customer Engagement

Source: “The CRM Megavendors Clash”

Gartner, May 2014

SAP Back Office

SHARED CORE SERVICES

SAP Hybris

Front Office

simplifies your

customer’s

processes

simplifies your

business’s

processesSAP

Connected

Vehicle

Smart

Vending

SAP

Connected

Logistics

Anti-

Collision

SAP

Future

Cities

SAP Predictive

Maintenance

and Service

FRONT-OFFICE WITH SAP HYBRIS CLOUD FOR CUSTOMER

SAP HANA

Cloud Integration

SAP NW Process

Orchestration

Data Hub

Hybris

CommerceCloud for

Sales

Cloud for

Service

Hybris

Marketing

SAP ERP

S/4 HANA

SAP CRM

CoreSAP BI …

SAP Hybris Strategy & Cloud for Customer

SAP Hybris Cloud for Sales / Service Overview

SAP Hybris Front-Office Integration Scenarios

1

2

3

AGENDA

“BEYOND CRM“: SAP HYBRIS CLOUD FOR CUSTOMER

SAP Hybris Cloud for Sales

End-to-End mobile solution for sales – from prospecting, account intelligence to order taking

Real-time actionable analytics

Productivity and personalization (E-Mail integration, quick access to information, Jam collaboration)

Industry functionality e.g. for CP and Manufacturing

Pre-packaged integration

SAP Digital CRM(C4C Starter Edition)

Simplified Cloud CRM for small teams (starts with one user), with enterprise-grade capabilities

Can be upgraded to a fully-fledged C4C on-demand

No integration to backend systems

Customer service across channels (e.g. email, web, phone, social, SMS)

1:1 customer interaction through social media channels (e.g. Facebook, Twitter, YouTube)

Shared services / employee shared service with SAP Employee Central

End-to-End mobile solution for field service & repair

Pre-packaged integration

SAP Hybris Cloud for ServiceSAP Hybris Cloud for Social Eng.

Visit Management & Execution Complete Activity and Task Management

Visit and Route Planning and Execution

Survey Design and Execution

SAP HYBRIS CLOUD FOR SALES

Opportunity Management & Insight Easy Lead, Opportunity, Activity Management

Tailored sales methodology, Guided Selling

Competitor insight, Partner Management

Account Management & Intelligence

Fast Account & Contact Updates, Relationships

360 Customer Intelligence

Productivity & Personalization

Flags

Tags

Collaboration & Social

Feeds, Followers and @mentions

Internal, Customers, Partners

Deal Sites, Social Selling

Integration Pre-built integration to e.g. SAP ERP, S/4HANA, CRM, SAP JAM

Standard end-to-end scenarios within the “Hybris Front-Office”,

e.g. Hybris Marketing, Hybris Commerce

Partners like InsideView, D&B 360, Xactly & more

Mashups with most other apps

Real-Time & Predictive Analytics

Dashboards, ad-hoc reports, forecasting

Front and back-office data

Mash-ups with SAP BW & Business Objects

Custom dashboards, KPIs, and reports

Groupware Integration

Full-Featured support for MS Outlook , Google

Gmail and Lotus Notes, Server side via Riva (e.g.

Office 365)

Real-time, scalable, powered by SAP HANA

Simplified enhancement tools for power users

Easily extended for tailored UX and business processes

Platform

Mobility

Complete mobile apps, no extra cost

Support for iPad, iPhone, Android, MS Windows,

Watch

Responsive UI with Off-line support

Business Card Scanner

Quote & Order Management Integrated pricing and transactional document

creation with SAP ERP or CRM

CPQ through partners

Map Views

Graphical Views

Quick Creates

Shelf

field extensions

workflow

SAP HYBRIS CLOUD FOR SERVICE

CLOSED LOOP

ENTERPRISE PROCESSES

End-to-end integrated

process automation

OPEN FRAMEWORK

Leverage 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-SERVICESERVICE ORDER MANAGEMENT

MOBILERESOURCE

SCHEDULING

KNOWLEDGE

ANALYTICS

SOCIAL COLLABORATION SALES

CHATWEB MOBILE CONTACT

CENTERIOTSOCIAL SMS/

NOTIFICATIONEMAIL

SAP Hybris Strategy & Cloud for Customer

SAP Hybris Cloud for Sales / Service Overview

SAP Hybris Front-Office Integration Scenarios

1

2

3

AGENDA

Integration with Hybris Commerce

Integration with Hybris Marketing

… WITHIN HYBRIS FRONT

OFFICE SCENARIOS

Integration with SAP ERP and SAP S/4 HANA

Integration with SAP CRM (hybrid deployment)

Integration with SAP Business Warehouse (BI)

Integration with SAP Master Data Governance

Integration with SAP Business One

… TO BACK OFFICE

PROCESSES

CLOUD FOR CUSTOMER’S PRE-PACKAGED INTEGRATION …

Our focus today

SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS COMMERCE

FEATURES BUSINESS BENEFITS

Synchronize customer data from

hybris Commerce to C4C

Hybris catalog and storefront access

for sales agents in C4C

Integrated hybris customer ticketing

system using a storefront add-on

Integrated hybris ASM for providing

real-time sales & service support

Single Sign-On enabled, highly

scalable enterprise solution

Fully integrated solution for

commerce, sales and service

Go beyond traditional CRM

with e.g. true interactive selling

Provide exceptional customer

service across all channels

Lower implementation time

and costs through pre-built

integration

Improve the user experience

and process efficiency in

sales and service

SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS COMMERCE

SAP Hybris Cloud for Customer

SAP Hybris Commerce

Agent clicks on

the Hybris

Storefront button

in the live activity

pane

Live Activity

Service agent / sales rep continues process in

Hybris Commerce on behalf of the customer

Order

Ticket

General

Request

Customer

requests

support

System sends email

notification to customer

with a link to the

service ticket (access

via Hybris Commerce)

Shopping

Cart Requ.

Customer

requests

support

(in the context of

a shopping cart)

My Account

(Support Tickets)

Shopping

CartHybris ASM*

for B2C/B2B

Account

Sales rep clicks

Hybris Storefront

button in the

account view

Agent receives and

processes support

ticket in central

service queue

Account

Account

Corp. Accounts &

Ind. Customers

DEMO

DEMO

SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS MARKETING

FEATURES BUSINESS BENEFITS

Plan campaigns and sales initiatives

in Hybris Marketing and execute

them as leads in C4C

Sales representative does the

qualification of the lead and follow-up

in C4C

All changes in leads or opportunities

are synchronized back to Hybris

Marketing and stored as interactions

Closed loop between campaign

planning in Hybris Marketing and

execution as sales campaign in C4C

Sales professionals get pre-qualified

leads (based on target groups /

segmentation algorithms) from hybris

Marketing and further develop their

sales potential in C4C

Marketers always have full

transparency about their marketing

campaigns and their execution

progress in real-time.

SAP HYBRIS CLOUD FOR CUSTOMER INTEGRATION WITH HYBRIS MARKETING

SAP Hybris Cloud for Customer

Lead

Interaction:

Lead

SAP Hybris Marketing

Opportunity

Execute as sales initiative (e.g. create leads,

appointments, phone activities and tasks)

Interaction:

Opportunity

Contact

Person

Contact

Individual

Customer

Consumer

Activity

Interaction:

Activity

Campaign

Factsheet

Corporate

Account

Corporate

Account

Demo

Demo

BEST PRACTICES FOR INTEGRATION

MIDDLEWARE &TECHNOLOGY

SAP HANA Cloud

Integration for process

and data integration*

SAP NetWeaver

Process Orchestration

Integration Framework

for SAP Business One

100+ pre-packaged

and extensible

integration flows

(iFlows)

Rapid Deployment

Solution for integration

Best Practice Packages

INTEGRATION CONTENT

OPEN APIs

Rich set of OData

and SOAP web

service APIs

MASH-UPS (UI & DATA)

Native support for

URL, HTML and

Data mash-ups.

* Connection to Hybris Data Hub for Commerce integration

WHAT OUR CUSTOMERS ARE SAYING

One complete solution

instead of spreadsheets

and paper notes

Improved planning of

sales activities and

visits

Better management

visibility into sales

activities

Regional collaboration

with all data in one

place

Improved data quality

thanks to increased

visibility

Selling the perfect

customer and store

experience

Deep customer insight

across the enterprise

and via social media

and other sources

Increase penetration

into net-new markets

Link online coffee

subscription channel to

Cloud for Sales and

Cloud for Service,

creating multi-channel

experience across entire

customer journey

Greater customer

satisfaction

Significant time savings

for

salespeople

More sales calls made

Concentrate on relevant

opportunities

Single View of the

customer

Future plan to adopt

further Hybris front-

office solutions

E2E Visibility into

lead-to-cash process

More productive sales

teams from day one

Better collaboration and

powerful analytics

Enabling more-relevant,

meaningful conversations

with clients

Lower total cost

of ownership

Fast and complete CRM

integration increases user

acceptance & adoption

CUSTOMERS BECOME TRUSTED PARTNERS

RE-DEFINE THE NEXT CHAPTER OF

SALES & SERVICE FRONT-OFFICE

SOLUTIONS WITH SAP HYBRIS

CLOUD FOR CUSTOMER

FURTHER INFORMATION:

http://go.sap.com/solution/crm-customer-engagement.html

https://help.sap.com/cloud4customer

https://service.sap.com/cloud4customer

https://cloudintegration.hana.ondemand.com

http://scn.sap.com/community/cloud-for-customer

https://open.sap.com/courses/c4c1

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