SAP FORUM İSTANBUL 2016 - SAP HYBRIS ŞİKAYET YÖNETİMİ VE SERVİS YÖNETİMİ ÇÖZÜMÜ

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1. SAP FORUM İSTANBUL Reimagine Business for the Digital Economy SAP HYBRIS SERVICE Konuşmacı Adı : Kazım Cansever Firma Adı : SAP 2. SAP HYBRIS SERVICE Kazım…

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  • 1. SAP FORUM İSTANBUL Reimagine Business for the Digital Economy SAP HYBRIS SERVICE Konuşmacı Adı : Kazım Cansever Firma Adı : SAP
  • 2. SAP HYBRIS SERVICE Kazım Cansever
  • 3. CUSTOMERS ARE CHANGING THE RULES. TECHNOLOGY IS CHANGING THE GAME. DIGITAL TRANSFORMATION IS EVERYWHERE
  • 4. THE WORLD OF CUSTOMER SERVICE HAS CHANGED… TODAY’S CUSTOMERS… HAVE GREATER CHOICE HAVE HIGHER EXPECTATIONS ARE MORE EMPOWERED
  • 5. NOW YOU NEED TO MAKE A CHANGE… TODAY’S COMPANIES SHOULD… BE EASY TO ENGAGE WITH BE BETTER INFORMED BE PRESENT IN MANY CHANNELS
  • 6. 2 OUT OF 3 COMPANIES BELIEVE THAT THEIR CRM SYSTEM DOES NOT SUPPORT THEIR FUTURE VISION FOR CUSTOMER ENGAGEMENT Source : SAP Research
  • 7. YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO RESPOND TO YOUR CUSTOMER’S ISSUES.
  • 8. AND YOU’VE GIVEN YOUR FIELD SERVICE TECHNICIANS PRODUCT TRAINING AND A COMPLETE TOOLBOX
  • 9. 53%Abandon a purchase if they can’t find quick answers to their questions Source : Forrester 2016 SERVICE STARTS AT THE BEGINNING OF THE BUYING PROCESS THE CUSTOMER JOURNEY HAS TRANSFORMED
  • 10. IT’S TIME TO 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
  • 11. …DELIVER END TO END SERVICE EXCELLENCE… Field Service Engagement Center Self Service INTEGRATION WITH TRANSACTIONAL SYSTEMS
  • 12. …AND LET YOUR SERVICE ORGANIZATION BE A REVENUE ENGINE FOR YOUR BUSINESS
  • 13. 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
  • 14. 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  Track and analyze customer needs and behavior
  • 15. 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
  • 16. 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
  • 17. 24/7 SERVICE SUPPORT With the SAP Hybris Engagement Center, deliver seamless interactions from channel to channel:  Provide customer service and support 24/7 through chat, video chat, social channels, SMS and traditional phone conversations.  Allow your agents to retain the customers’ context from channel to channel, including integration to the SAP Hybris Commerce storefront  Engage with customers more effectively and come to issue resolution at the first point of contact
  • 18. 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
  • 19. 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
  • 20. 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
  • 21. 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
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. 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
  • 26. CLOUD FOR SERVICE CUSTOMERS INCLUDE *Logos only approved to use for this slide USA: Life Sciences Employees: >14,000 Case Study EN USA: Wholesale Distribution Case Study EN | Video EN | Video EN | Blog Article USA: Life Sciences Video EN | Video EN USA: Wholesale Distribution Case Study EN | Case Study EN | Video EN | Video EN New Win 2Q2015 USA: Media New Win 2Q2015 Germany: Industrial Machinery and Components Employees: 12,448 New Win 2Q2015 UK: Fabricated Metal Products Employees: 4,700 New Win 2Q2015 Brazil: IMC / Metals New Win 3Q2015 Austria: Consumer Products Employees: 8,708 New Win 2Q2015 Brazil: Agricultural Machinery New Win 3Q2015 USA: Chemicals Employees: ~24,000 New Win 3Q2015 UK: Wholesale Employees: 4,300 New Win 2Q2015 USA: Wholesale Distribution Employees: 500+
  • 27. DELIVER END-TO-END SERVICE EXCELLENCE THE WORLD HAS CHANGED. YOUR CUSTOMER HAS CHANGED. MAYBE IT’S TIME FOR YOU TO CHANGE WITH THEM.
  • 28. THANK YOU!
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