Engage Real Estate Customers Digitally, from End to End

PUBLIC
Nitesh Saini
Industry Principal, Engineering, Constructions and Operations Industry
Engage Real Estate Customers
Digitally, from End to End

2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Some Facts About What the Future Holds
What Is Happening with Real Estate Customers?
What Is Happening in the Real Estate Industry?
Why Is Digitalization Necessary in the Real Estate Industry?
SAP Hybris Product Portfolio – Overview
Customer Stories
Agenda

Some facts about
what the future
holds

9billion
by 2050
Source: http://www.census.gov/population/international/data/idb/worldpopgraph.php>
The global population will reach

Two out
of three people
will be living
in cities
by 2050
Source: United Nations,DepartmentofEconomic and Social Affairs. “World’s
Population IncreasinglyUrban with More Than Half Living in Urban Areas,”
July 10, 2014,New York

Real estate
is already
the largest
asset class,
with
$40
trillion in the
United States alone. Source: https://fundrise.com/education/blog-posts/three-things-you-need-to-know-about-real-estate-tech

200,000
People move to
urban areas
every day!
Source: Future of Construction,World Economic Forum,December 2,2015

Change
is everywhere
Millennial
priorities and
lifestyles
Living, working,
and playing in
one place
Space sharing Emphasis on
sustainability
Shopping
habits

What is happening
with real estate customers?

10%20%30%40%50%60%70%81%
Real estate companies
say social media helps
them market in a
better way.*
*Center for REALTOR Technology Survey
Majority of customers are active on
social media.
Socially active

10%20%30%40%50%60%66%
Say it helps with building
relationships and
networking.
Majority of customers are active on
social media.
Socially active
10%20%30%40%50%59% Say it is
free advertising.
10%20%30%40%50%51% Say it helps
promote listings.
*Center for REALTOR Technology Survey

Majority of customers have at least one
electronic device with them, always.
Digitally connected
20%40%60%80%100%150%200%253%
Increase was noticed in real
estate-related searches on
Google between the years
2009 to 2013.*
*Study carried out by National Association ofRealtors,USAand Google
REAL ESTATE

Customers want to use different digital
channels to connect, review, and interact.
INTERACT
Omnichannel
Property buyers
§ Search online
§ Watch online videos to get
information
§ Value builders’ reviews and
comments by other
customers*
*Study carried out by National Association ofRealtors,USAand Google
WEB
CONTACT
CENTER
DIGITAL
GOODS
MOBILE
SMS/NOTI-
FICATIONS
AGENT
TOOLS
IN STORE
SOCIAL
MEDIA
E-MAIL
@
PRINTING
DIGITAL
ADVERTISING
SEARCH
KW/ADS
IOT

What is happening
in the real estate industry?

Aggregators,
with their never-
seen-before
business models,
are disrupting the
real estate
Industry.
Airbnb Realtor Zillow Common
Floor
REAL ESTATE
AGGREGATORS

Increasing trend:
where people live,
work, and shop
in same place

Buildings
are becoming
smarter
and more
sustainable than
ever.
Taubman Smart MallsEdge Amsterdam
INTELLIGENT, SUSTAINABLE BUILDINGS

How are
these innovators
doing it?
Leveraging digital
technologies

Is real estate prepared
for this kind of disruption?

10%20%30%40% of home buyers readnewspaperads to
find a home.
In 1964
1%3%5%7% Drove aroundlooking
for an openhouse.*
10%20%30%43%
In 2014
looked for propertiesonline first.*
Airbnb Realtor Zillow CommonFloor
REAL ESTATE
AGGREGATORS
In recentyears, several
online estate agencies
have been set up,
allowing consumers to
buy,sell, and lease
propertiesdigitally.**
* National Institute of REALTORS research paper titled: Real Estate in a Digital Age
** http://www.cnbc.com/2016/04/22/digital-disruption-is-shaking-up-banking-and-real-estate.html
Realtors use technology in their
everyday businesspractices.
Staying up-to-date with new technology
is important.*
In addition to using the Web,
Realtors are using their mobile
devicesfor a multitude of
differentactivities,the primary
one being to communicate with
their clients.*

Of home buyers readnewspaper ads to
find a home
In 1964
Drove aroundlooking
for an openhouse *
In 2014
LOOKED FORPROPERTIES
ONLINE FIRST *
Airbnb Realtor Zillow CommonFloor
REAL ESTATE
AGGREGATORS
In recentyears, several
online estate agencies
have been set up,
allowing consumers to
buy,sell and lease
propertiesdigitally.**
* National Institute of REALTORS research paper titled : Real Estate in a Digital Age
** http://www.cnbc.com/2016/04/22/digital-disruption-is-shaking-up-banking-and-real-estate.html
Realtors utilize
technologyin their
everyday businesspractices.
Staying up to date
with new technology
is important*
Along with web use, realtors are
also using their mobile devices for
a multitude of differentactivities,
with the primary being to
communicate with their clients *
7%
40% 43%In summary,
it’s time to sell, lease, and
operate buildings in
a fundamentally different
way.
This is only possible
through digital transformation.

The real estate end-to-end customer
lifecycle needs to be digitized.
Complete real
estate lifecycle
Marketing
campaign
Search
Appointment
Lease/sale
Residency
Problem
Repair
Renewal
360-degree
view

SAP Hybris
solutions can
help you do this.

Digitize and transform your customer engagement
experience with SAP Hybris solutions
WEB CONTACT
CENTER
DIGITAL
GOODS
MOBILE SMS/NOTI-
FICATIONS
AGENT
TOOLS
IN STORE SOCIAL
MEDIA
MARKET-
PLACES
EMAIL
@
PRINTINGDIGITAL
ADVERTISING
SEARCH
KW/ADS
IOT
Platform, infrastructure, integration
Flexible Real Estate Management
Non-SAP
systems
Data management
Product | Customer
SAP 3D Visual Enterprise
Experience management
Commerce SalesMarketing Service
SAP ERP and
SAP S/4HANA
SAP Hybris solutions
Simplifying and unifying the distributor front office

SAP Hybris Commerce
Product content management
§ Content and catalog management
§ Workflow and collaboration tools
§ Product classification and categorization
§ Intuitive, multilingual product cockpit
Web content management
§ Page templates for all channels
§ Live edit functionality
§ Preview mode incl. device context
preview
§ Drag and drop editing of components
and slots
Mobility
§ Responsive design templates
§ iOS and Android mobile app SDK
§ Mobile optimized Websites
Integration
§ Data hub for data aggregation
and validation
§ Open omnicommerce connect
(OCC) APIrketplace
Platform
§ Java based
§ Agile, flexible, extensible
§ Various deployment options
(on-premise, cloud, edge)
§ SAP Hybris as a Service
microservices Architecture
Search and merchandising
§ Solr based search and navigation
§ Faceted browsing, keyword, and
product suggestions
§ Boost and bury and visual search
editing
§ Merchandising mix based on
customers, business (margin,
inventory) and product context
Order management
§ Real-time inventory management
across entire organization
§ Sourcing and allocation
§ Order versioning, order routing,
order replenishment
§ Pick, pack and dispatch
§ Omnichannel fulfillment incl. buy
online, pick up in store, and buy
online, return in store
Customer service
§ Integration with SAP Hybris Cloud
for Customer incl. ticketing system
§ Assisted service mode
§ Native customer service cockpit
for basic servicevice environments

SAP Hybris Marketing
Cross-channel engagements
§ Build cross-channel profiles of the customer
§ Engage with customers on the most relevant
channel
- E-mail
- Ads
- Chat/call center
- In-store
- Social media* (Twitter, FB)
Fully integrated platform
§ Open API and flexible architecture
§ Standard out-of-the-box integrations
Single customer view
§ 360-degree view of the customer
§ Process both implicit and explicit
behaviors
§ Identify known and unknown
customers in real time
Personalization
§ Create unique contextualized
experiences
§ Target or retarget customers

Real-Time Analytics
§ Dashboards and forecasting
§ Configurable custom reports
§ Account 360
§ Mash-ups with SAP Business
Warehouse and SAP
BusinessObjects solutions
Opportunity management and insight
§ Easy lead, opportunity, and activity tracking
§ Guided selling, tailored sales methodology
§ Competitor insight
Groupware integration
§ Full-featured with two-way sync
§ Support for Microsoft Outlook,
Google Gmail, and Lotus Notes
Account management and intelligence
§ Fast account and contact updates
§ 360-degree customer intelligence
Integration
§ Prebuilt enterprise integration to SAP ERP, SAP
CRM, SAP Jam, InsideView, Xactly, and more
§ Supports mashups for easy Web integration
Productivity and Personalization
§ Flags
§ Tags
§ Shelf
Collaboration and social
§ Feeds, followers and @mentions
§ Internal, customers, partners
§ Deal sites
§ Social selling
- Quick creates
- User-defined fields
- Workflow
Mobile
§ Complete mobile apps, no extra cost
§ Support for iPad, iPhone, Blackberry, and Android
SAP Hybris Sales Cloud
Includes management of construction sites

SAP Hybris Service Cloud
*Social media channels with SAP Hybris Cloud for Social Engagement
Mobility
§ Manage service and work requests on
iPad – anytime, anywhere
Solution finder
§ SAP Hybris Knowledge Central by Mindtouch
§ Integrate with existing knowledge base
§ Context-sensitive recommendations
§ Easily share content with customers
§ E-mail
§ Phone (CTI)
§ Chat
§ SMS
§ Web self-service portal
§ Branded communities
§ Social media* (Twitter, FB)
Omnichannel 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 prebuilt
dashboards
§ Embedded reports, response times,
handle times, priority and escalation
trends
Productivity
§ E-mail response
management
§ Routing and escalation rules
§ Workflow
§ Service request
Management
§ Field service execution
§ Deal desk execution
Personalization
§ Flags
§ Tags
§ Shelf
§ Quick creates
§ User-defined fields
§ Favorites

Top objectives
§ Create a centralized sales process to enable greater visibility and better team
communication and account planning
§ Increase customer engagement across the enterprise
Resolution
§ Deployed the SAP Sales cloud solution in just seven weeks
§ Integrated with standard InsideView solutions and Microsoft Outlook
§ for customer insight, social intelligence, and user sales productivity
§ Real-time reporting of pipeline and sales performance
Key benefits
§ Increase in customer engagement by identifying additional opportunities within each
account
§ Mobile and real-time access that provides complete customer information so sales
can engage more effectively
§ Complete visibility of sales opportunities, providing greater transparency into the
business
Business TransformationCompany
Day & Zimmermann
Headquarters
Philadelphia, Pennsylvania
Industry
Engineering, construction, and
operations
Products and Services
Construction and engineering,
staffing, and defense
Employees
21,000
Revenue
US$2.2 billion
Web Site
www.dayzim.com
“SAP Cloud for Sales is driving a strongersales-minded culture within our
organization. We now have greater customerinsight to align our services
and capabilities for the benefitof our customers.“
Jeff Lincow, Director of Sales Operations, Day & Zimmermann
1 platform
To unify sales across
all business units
2 employees
Freed up in the IT department
to support customer-facing
innovations, thanks to
a cloud-based model
8%
Less time spent creating
reports
Day & Zimmermann: Empowering field sales with
real-time insights using SAP Hybris Cloud for Sales

73%
Of customers giving the service
an "extremely satisfied" rating
40%
Less time to complete service
requirements
Real-time
Customer information for sales
and service staff
Studio SAP | 44399 (16/06) This content is approved by the customer and may not be altered under any circumstances.
“At alfanar, our vision is to deliver excellent service and quality products. SAP Hybris Cloud for Sales
and SAP Hybris Cloud for Service enable us to do just that. Our sales reps now have access to all
required information, and field technicians can plan their work more effectively.”
Marco van de Sandt, CIOand General Manager, GroupIT, alfanar
Company
alfanar Group
Headquarters
Riyadh, Saudi Arabia
Industry
Engineering, construction, and
operations
Products and Services
Electrical products, engineering
services, and
construction services
Employees
22,000
Revenue
US$2.4 billion
Web Site
www.alfanar.com
Objectives
§ Enable a 360-degree view of customers, including information on contact details, credit limit, and order history
§ Accelerate order processing
§ Reduce turnaround time for service processes
§ Give service technicians customer details to plan tasks more efficiently
§ Coordinate supply chain and manufacturing processes more effectively
Why SAP® Hybris® solutions
§ SAP® Hybris® Sales Cloud and SAP Hybris Service Cloud solutions for comprehensive online information for sales and
service staff
§ Simple integration with SAP ERP Central Component and the SAP Customer Relationship Management application,
requiring little effort from IT
§ Rapid implementation
Resolution
§ Implemented instant notifications that are sent to technicians once a service ticket is assigned
§ Provided greater insight into resource planning and management
§ Increased transparency of customer information for field technicians
§ Implemented forecast features to predict product demand and reduce lead times
§ Gained access to customer information from tablets
Future plans
Global rollout across multiple business units for over 300 additional users
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
alfanar: Building Dynamic Sales and Service Teams with
SAP Hybris Cloud for Customer

YUEWORLD
SHOPOUTLETS LLC
DUBAI SOUTH

Contact information:
Nitesh Saini
Industry Principal
nitesh.saini@gmail.com
+91 80 4329 3286
Thank you.

Engage Real Estate Customers Digitally, from End to End

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