Take advantage of the SAP Hybris Commerce solution, utilities accelerator, to become a progressive, omnichannel service provider. Stand out by delivering the three must-haves for a complete online experience: Content, commerce, and self-service.

1. PUBLIC
JuergenKuhmann, Florian Frömberg
Differentiate with Customer Service of the Future

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customer preferences and service needs have changed
Growing
trends
Declining
trends
Email
Live-agent
voice
IVR
Web
self-service
Social
Video
Mobile apps
Source: Frost & Sullivan 2017
75% of consumers say self-service
is convenient
Appetite for ”digital” highest with
millennials
67% of consumers prefer using self-
service to speaking to an agent
Sources: IDC Study sponsored by SAP Hybris May 2017
Nuance, 2017

3. The future of customer service is
self-service done right

4. Three use cases

5. One
Make customers “sticky”
with a better experience

6. ?!We know your power is
out. A work crew is
dispatched to investigate.
Power is restored in your
area. If your power is still
out, please reply!
You are one of
5,473 affected
customers.
Restauration is expected
in about 3 hours.
If you would like to spend the
time at the movies, here is
discount coupon: MVONUS

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Providing personalized
service at the
right point in time
Outage alerts and communication

8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
We know from the outage management system
and based on the home location/address that a
team has already been dispatched and a
probable resolution time.
We access FAQs and present these to the
customer.
Outage chatbot

9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
We can use geospatial technologies to
auto-generate maps of the affected zones.
Outage chatbot

10. 10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Give customers their control center
§ Customer communication
§ Smart home/electric vehicle
§ Outage and service requests
§ Usage and comparison
§ Bills and payment
§ Service request/“Connect Me”
§ Energy efficiency/water conservation
My Account Bills Usage Outage Notification Connect Me Compare MeService Efficiency Smart home Electric
vehicle
Footprint
Digital engagement | integrated solution | Real-time two-way communication | Configurable modules | Device agnostic

11. Two
Ready for voice and the
“next billion users”

12. 12INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

13. 13INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

14. 14INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

15. Three
Predictive service needs to sell more

18. 18PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Seamlessly support all elements of the
omnichannel customer journey
Prepurchase
research
Reliable digital
experience caters to
customers’ desire to
self-serve
Purchase
and sign up
Digitalization has
changed the way
customers make
decisions and
transact
Monetization
Services and
subscriptions entice
consumers to interact
more frequently
Personalized
experience
Customers value
communication that is
helpful, relevant, and
timely
Customer
support
Seamless transition
from self-serve to
agent support raises
customer satisfaction

19. 19PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Your new front office with SAP Hybris solutions for utilities
SAP Hybris Marketing
Customerprofile,
customerintelligence
Personalized,proactive
communicationand
offers
Communication
preferencesand consent
management
Online reviews, search,
social media, loyalty
SAP Hybris Commerce
SAP Hybris Billing
SAP HYBRIS SELF SERVICE
SAP JAM
SAP Hybris Service Cloud
SAP Hybris Knowledge Central
SAP Hybris
Sales Cloud
Omnichannel sales
Digital content across
multiple devices
Next-gen self-service and
communities
Omnichannel service
call center
Online selling of
commodityand noncommodity
products and services,
bundling, merchandizing
SAP Hybris Customer Experience
SAP Hybris Digital Asset Management
SAP Hybris self-service solutions
SAP Jam

20. Thank you.