Leverage the mobile capabilities in the SAP Hybris Service Cloud portfolio as a companion for your field service agents, minimizing the burden of administrative tasks. Learn how to guide your technicians through the day and keep the back office always up-to-date on field engagements. For more from SAP Hybris please visit: https://hybris.com/en/products/service

1. PUBLIC
Gert Tackaert, SAP ProductManagement
October,2017
From the Road to the Field
Go Mobile with SAP Hybris Service Cloud

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
End-to-End Service Management
SERVICE
PLANNING
Planned labor and parts
Planned tasks and checklists
Advance shipment of parts
Optimize schedule and resource
assignment
SERVICE
EXECUTION
“Zero”-Admin Mobile - offline & online
Parts Van Stock
Time Sheets
Work Instructions & Task lists
Service report and customer
signature
SERVICE
ADMINISTRATION
Manage service contracts, warranty,
and entitlements
Billing, cost and profitability analysis
Parts logistics
Real-time reporting and KPI’s
CUSTOMER SERVICE &
SUPPORT
Omni-channel support
Knowledge management &
collaboration
Routing, queuing and escalation
Integration with connected assets

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Today’s Field Service Challenge
PLANNING & TIMESHEETS
PARTS & TOOLS
TASKS,EQUIPMENT
CHECKLISTS& MEASUREMENTS
VISIT REPORT & CUSTOMER
SIGNATURE
PRICING, COVERAGE&
BILLING
TECHNICIANUTILIZATION,
PRODUCTIVITY& QUALITY
Field Service
Technician

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
§ Service Assignments Calendar &
Map display
§ Account & Installed Base
structure, history &
documentation
§ Van Stock & ATP check
§ Machine Learning for Parts &
Solution Recommendations (*)
1. Best INFORMED service technician
(*) Roadmap

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
§ Equipment counters & measurement
readings
§ Predefined task lists & checklists
§ Confirmation of planned parts & ability to
add unplanned parts
§ Parts consumption, ordering & returns
§ Out-of-the-box integration with Materials
Management in SAP S/4 HANA & SAP ECC
2. Most EFFICIENT onsite service execution

6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
§ Automatic time recording based on
assignment status changes
§ Time recording of productive & non-
productive time, incl. approval
workflow
§ Contract & Warranty coverage
determination
§ Full pricing calculation
§ PDF summary & signature capture –
online & offline
§ Out-of-the-box integration with
timesheets & invoicing in
SAP S/4HANA & SAP ECC
3. EASY, FAST & ACCURATE data capture & admin

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
BENEFITS when using SAP HYBRIS SERVICE CLOUD
BEST INFORMED
BEFORE JOB
MOST EFFICIENT
DURING JOB
FAST ADMIN
AFTER JOB
First Time fix rate
Customer Satisfaction
Field Service Profitability
Service Quality
Time to resolve issues
User acceptance
Data Quality
Time to Invoice

8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP HYBRIS SERVICE CLOUD – TECHNICIAN EXPERIENCE
§ Timesheets
§ Parts & Van Stock
§ Tasks & Checklists
§ Visit reports & signature
Field Service Collaboration
§ Real-time status updates to
service back-office
Solution Finder
§ Accessto knowledge database
§ Service documentationand work
instructions
§ Intelligent solution recommendations
using Machine Learning (*)
Productivity
§ Automated time registration
§ Machine learning recommendations (*)
§ Seamless integration with pricing,
contract and billing
Integration
§ Native integration with SAP back-
end solutions S/4HANA and ECC
§ OpenAPI
Mobility
§ Manage service & work requests
on Mobile devices – anytime,
anywhere, online and offline
Information & History
§ Equipmentstructure & service
history
§ Accessto EquipmentIOT data (*)
§ Customercontract & entitlements
Analytics
§ Real-time service
performancewith pre-built
dashboards
§ Embeddedrole-basedreports
and KPIs
(*) Roadmap
Field Service
Technician

9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Future: DIGITAL Field Service
Machine Learning will optimize field
service through solution and parts
recommendations
IoT and advanced remote diagnostics
will transform the field service delivery
Chatbots and Virtual Assistants will
change how technicians retrieve and
collectinformation and data
Augmented Reality will change the way
technicians interact with machines, both
onsite and remote
Crowd Service is the “Uberization” of
field service
Mobile App experience will continue to
change the way technicians and
customers exchange information

10. Thank you.
Contact information:
Gert Tackaert
Product Management
gert.tackaert@sap.com