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The Future of Service in the Omnichannel World

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Part of the Beyond CRM webinar series, this deck is a webinar to be delivered by John Heald, SAP Hybris, around the omnichannel customer journey and how to deliver service excellence. Agents today require context and real-time customer insight.

Go Beyond CRM -with SAP Hybris Service Solutions: http://www.hybris.com/en/service

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The Future of Service in the Omnichannel World

  1. 1. THE FUTURE OF SERVICE IN THE OMNICHANNEL WORLD WITH SAP HYBRIS BEYOND CRM WEBINAR SERIES: Thursday, 21 July 2016 13:00 – 14:00 SGT/HKT 15:00 – 16:00 SYD/MEL 10:30 – 11:30 IST
  2. 2. DELIVER END-TO-END SERVICE EXCELLENCE WITH SAP HYBRIS JOHN HEALD Global VP, Solution & Strategy, SAP Hybris Service
  3. 3. CUSTOMERS ARE CHANGING THE RULES. TECHNOLOGY IS CHANGING THE GAME.
  4. 4. Communities Sales People Social The New Omnichannel Customer Journey Marketing Commerce Billing & Payment Service & Support
  5. 5. TODAY’S CUSTOMERS… AREMORE EMPOWERED HAVE GREATER CHOICE AREMORE OPENTOCHANGE IN TURN, THE WORLD OF CUSTOMER SERVICE HAS CHANGED…
  6. 6. YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO RESPOND TO YOUR CUSTOMER’S ISSUES.
  7. 7. YOU’VE GIVEN YOUR FIELD SERVICE STAFF PRODUCT TRAINING AND A COMPLETE TOOLBOX.
  8. 8. BUT CUSTOMERS HAVE MORE CHOICES THAN EVER, SO THEIR EXPECTATIONS HAVE GONE UP. THEY EXPECT COMPANIES TO: BEEASYTODOBUSINESSWITH BEBETTER INFORMED THANTHEYARE BEONESTEP AHEADOFTHEM BEPRESENT WHERETHEY HANGOUT
  9. 9. TO CLOSE THIS GAP, CUSTOMERS NEED MORE OPTIONS TO RESOLVE THEIR ISSUES THROUGH ANY CHANNEL
  10. 10. AGENTS NEED CONTEXT, AND REAL-TIME CUSTOMER INSIGHT THROUGHOUT THE ENTIRE CUSTOMER JOURNEY
  11. 11. FIELD SERVICE EXPERTS NEED SCHEDULING, PARTS MANAGEMENT, AND COLLABORATION WITH EXPERTS ON THE JOB.
  12. 12. AND MANAGERS NEED OPERATIONAL INSIGHT AND THE ABILITY TO WORK ANYWHERE, ANYTIME.
  13. 13. DELIVER CONSISTENT, CONTEXTUAL, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER JOURNEY. YOUR COMPANY SHOULD…
  14. 14. MEETING Customer Expectations vs EXCEEDING Customer Expectations GO BEYOND CUSTOMER EXPECTATIONS
  15. 15. TRANSFORM YOUR SERVICE OFFERINGS After Sales Support Assisted ServiceUnassisted Service  Online Self Service  Support Communities  Knowledge Management  Chat/Video chat  Voice  Call Back  Email  Social channels Support During Buying Process
  16. 16. DELIVER END-TO-END SERVICE EXCELLENCE Field Service Engagement Center Self Service
  17. 17. AND BECOME A REVENUE ENGINE FOR YOUR BUSINESS. KNOW YOUR CUSTOMERS AND INCREASE RESPONSIVENESS OF AGENTS
  18. 18. ENGAGE IN CONTEXT, IN REAL- TIME, ACROSS THE CHANNELS YOUR CUSTOMERS WANT. BRING TOGETHER MARKETING, SALES, COMMERCE, AND CUSTOMER SERVICE. DRIVE CUSTOMER CENTRIC DIGITAL TRANSFORMATION IN YOUR FRONT OFFICE. GO BEYOND CRM
  19. 19. EXPERIENCE MANAGEMENT COMMERCE MARKETING SERVICE SALES DATA & PROCESS MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION SAP Hybris Service Solutions Self-Service, Contact Center and Field Service solutions that create end-to-end service excellence The Channels Your Customers Want Personalized Interactions Every Time The Right Insight at the Right Time Be Mobile Integrated with Your Enterprise REVOLUTIONIZE SERVICE ENGAGEMENTS AND DELIVER END-TO-END SERVICE EXCELLENCE
  20. 20. THE CHANNELS YOUR CUSTOMERS WANT MEET YOUR CUSTOMERS IN THE CHANNEL OF THEIR CHOICE  Serve customers at their terms through their preferred communication channels.  From a community, to a video chat, to a storefront, meet customers in the environment they prefer to interact in and answer their inquiries seamlessly from channel to channel
  21. 21. THE RIGHT INSIGHT AT THE RIGHT TIME PROVIDE YOUR SERVICE AGENTS WITH THE CUSTOMER AND SOLUTION DETAILS THEY NEED FOR SUCCESSFUL SERVICE INTERACTIONS  Know which field service resources are available at any given time to address a customer need and increase utilization.  Use collaboration tools and knowledge bases, to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.
  22. 22. PERSONALIZED INTERACTIONS EVERY TIME EMPOWER EMPLOYEES AT THE POINT OF INTERACTION • With access to customer profiles, order history, service history, feedback and preferences, enable your agents to deliver know your customers • Use past service engagements to offer relevant and timely offers, rewards, discounts, and personalized treatment
  23. 23. BE MOBILE EQUIP FIELD TECHNICIANS WITH THE TOOLS THEY NEED TO ADDRESS CUSTOMER ISSUES QUICKLY AND EFFICIENTLY  Equip your field agents to look up inventory information and order spare parts right from their smart device on the job.  Drive productivity and resolve service requests with the intuitive user interface on mobile devices.
  24. 24. INTEGRATED WITH YOUR ENTERPRISE YOUR SERVICE TEAMS MUST BE CLOSELY CONNECTED TO YOUR ENTIRE ENTERPRISE  Operate as a single brand across channels, orchestrating customer experiences – both pre- and post- sale – across all touch points.
  25. 25. SAP HYBRIS SERVICE PORTFOLIO
  26. 26. DELIVER A SEAMLESS SERVICE EXPERIENCE END-TO-END THROUGHOUT THE ENTIRE CUSTOMER JOURNEY SAP Hybris Service Engagement Center SAP Hybris Self Service Solutions enabled via SAP Hybris as a Service Platform SAP Hybris Cloud for Service SAP CRM SAP Contact Center SAP CRM Service Manager SAP Multiresource Scheduling SAP 3D Visual Enterprise SAP Jam Communities SAP Jam Collaboration SAP Hybris Knowledge Central by Mindtouch SAP Hybris Real-Time Communicator by Genband SAP HYBRIS SERVICE
  27. 27. SELF-SERVICE SUPPORT SITE With the Self Service Features on SAP Hybris as a Service:  Create new service tickets on the web  Track support requests  Register Products  Connect with Communities  Collaborate with service agents  Download instruction manuals, warranties and product relevant details
  28. 28. COLLABORATIVE KNOWLEDGE MANAGEMENT Deliver a knowledge platform for service agents and customers with SAP Jam Collaboration:  Contextual access to most relevant support information  Content ranked based on user feedback  Allow authoring and collaboration across users
  29. 29. STATIC KNOWLEDGE MANAGEMENT Bring static information to life:  Make manuals searchable  Online enablement of stored content  Provide relevancy of information to the agent and the customer  Analysis of content, to ensure efficiency of deployment  SAP Hybris Knowledge Central by MindTouch
  30. 30. Drive engagement with support communities through SAP Jam Communities:  Foster collaborative issue resolution through Q&A and discussion boards – both self-service, customer-generated and agent-contributed  Increase customer engagement and satisfaction and lower the total cost of support by inspiring low touch service engagements  Lift conversion rates by offering relevant content throughout the buying journey  Leverage standard integration to SAP Hybris Service Engagement Center and SAP Hybris Commerce COMMUNITIES
  31. 31. NEXT GENERATION AGENT DESKTOP With the SAP Hybris Service Engagement Center deliver the next generation agent desktop:  Serve customers on their terms through their preferred communication channels and simplify the customer journey with expert guidance.  Efficiently monitor, control and manage contact center operations in real-time  Connect your office and mobile experts to serve your customers  Integrate communications with business processes
  32. 32. OMNI-CHANNEL SUPPORT AND SERVICE TICKET HANDLING Seamless Ticket and Case Management Support from the Service Engagement Center to Cloud for Service:  Visualize main and sub-tickets in hierarchical list, group tickets from queue and perform bulk actions on sub-tickets  Enable customer service communication across multiple contact channels (phone, email, chat)  Efficiently monitor, control and manage contact center operations in real-time  Connect your office and mobile experts to serve your customers  Integrate communications with business processes  Define multi-level role-based approval rules
  33. 33. FULL-FEATURE MOBILE EXPERIENCE Responsive Offline Mobile with Cloud for Service:  Manage work tickets on any iOS, Android or Windows Tablet – anytime, anywhere  Increase productivity through access to real-time business information  Collaborate with service team on important topics  Track Service Performance through real-time analytics  Mobile applications included in subscription at no extra costs
  34. 34. MANAGE CUSTOMER INSTALLATIONS With Field Service Management capabilities in Cloud for Service:  Track multiple equipment records for an installation point (location)  Track multiple components (parts) for an equipment record  Capture notes, serial numbers, and other installation data associated with an equipment installed at a customer location  Track service history  Replication of functional locations and equipments from SAP ECC  Assign one or multiple measurement logs to registered product, and take measurement readings throughout lifecycle
  35. 35. MANAGE SERVICE CONTRACTS AND MAINTENANCE PLANS  Maintain Service Level Agreement  Define covered products and installed bases, entitled products and services, price agreements, renewal and cancellation terms and conditions  Configure workflows and notifications  Schedule Preventative Service using Maintenance Plans  Define maintenance plans and covered installed bases  Automatic creation of work tickets based on recurring time-based or counter-based schedule  Link maintenance plan to service contract
  36. 36. EFFICIENT SERVICE PLANNING IN WORK TICKET  Comprehensive Service Level Objectives  Calculate first response, next response, resolution, on-site arrival, fixed and completion due date with SLO determination  Complete technical and business view on service activity, including surveys, categorization, notes and attachments  Prepare work ticket execution, including planning of service parts and labor, and assign preferred service engineer
  37. 37. THE RIGHT PEOPLE, FOR THE RIGHT JOB, AT THE RIGHT TIME  Allocate Technicians with built-in Resource Scheduler  Provides embedded resource scheduling of work tickets, with real-time visibility on technician’s calendar via desktop or mobile  Time Entry & Time Reports  Easy recording of productive and non-productive time for technicians  Multi-level approval workflow and reports for service leaders
  38. 38. PARTS CONFIRMATION, ORDERING AND RETURNS  Provide service technicians with interactive 3D visualization of equipment assembly  Identify parts accurately for service order  Improve first time fix rate with 3D animation of repair and maintenance procedures  Leveraging Standard ECC Integration  Planning and trigger of advance shipments, and consumption of spare parts from technician stock  Consume parts from product list, determined from reference product or maintenance plan
  39. 39. FINANCE, CONTROLLING, & LOGISTICS INTEGRATION  Creation of Internal Order for revenues and costs collection  Billing request for billable services and parts, based on Time & Material or Fixed Price  Time posting in CATS on Internal Order  Service parts consumption from Technician Consignment Stock  Advanced Shipment of service parts to customer consignment stock  Service parts returns handling
  40. 40. If you make a sale, you can make a living. Jim Rohn If you make an investment of time and good service in a customer, you can make a fortune
  41. 41. THANK YOU!

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