leveraging digital disruption in the age of the connected ... · mobile transforms engagements and...

SAP Digital Interconnect

Mirko BenettiVP Sales Europe & CISSAP Digital Interconnect

29 Nov 2017

Leveraging Digital Disruption in the Age of the Connected Traveler

Formerly SAP Mobile Services

2© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Embracing the mobile mind shift in the age of the connected traveler

Transform customer and user experiences

Accelerate your digital business processes

Embrace the mobile mind shift

Turn business insights into action

Drive business with security and compliance


Mobile transforms engagements and creates value for travel brands

65%of consumers regularly use mobile phones to transact business

74%of consumers say that they cannot “do without their mobile phones”

Source: SAP Digital Interconnect 2017 Mobile World Congress surveys


Connected travelers want touch points to enable meaningful conversations


70%of consumers plan to use SMS the same or more often than they do now

91%of businesses with omnichannel strategies achieve greater year-over-year customer retention

Only multidimensional frameworks can support digital strategy execution

Source: Fit for Commerce, “Omnichannel: 5 Roadblocks to Avoid on the Journey to Omnichannel Retail Success”


Mobile influences the entire digital journey of the connected traveler

Empower choice, convenience, and control

Offer differentiated and personalized amenities

Acknowledge trips and preferences

Manage planned and unplanned disruptions

Streamline operations with intelligent interconnectivity

Focus on interactionsthat enhance revenue


Enable the digital economy, conversations, and better experiences

EveryoneIntelligent, real-time engagement solutions that interconnect people and organizations around the world

EverythingSimplified connectivity and operations and a single provider that reaches across regions, devices, and networks

EverywhereSecure and scalable cloud messagingnetwork connects mobile subscribers, objects, and operators worldwide

Connect


Reach everyone, everything, everywhere with a single connection

SAP Digital

Interconnect

Global “last mile” footprintSAP Enterprise SMS 365 provides SMS-based connectivity to consumers around the globeSAP Intelligent Notifications 365 brings rules-based in-app push, e-mails, T2V, and SMS delivery

Continuity and resiliencySAP People Connect 365 helps control, manage, and measure responsiveness to planned and unplanned disruptions

Immersive, secure engagementSAP Engagement 365 easily configures and manages campaigns and promotions, and messaging chat-based customer supportSAP Authentication 365 offers SMS-based 2FA capabilitiesSAP Add-ons enables messaging extensions for SAP Hybris, SAP SuccessFactors, and other SAP solutions

Extending reach to thingsSAP IoT Connect 365 simplifies global connected-object management through a single contract and connection


Intelligent interconnectivity enriches travel and hospitality workflows

1Create target

customer base for offer

2Analyze needs

create offers 3

Select product and extend

offer

4Validate customer identity

5Complete

booking and transaction

6Send

real-time trip updates 7

Send upgrades and offers

8Monitor

disruptions and safety 9

Send surveys and loyalty

updatesSAP Intelligent Notification 365 delivers offers using preferred customer channels

SAP Engagement 365plans and executes mobile campaigns

SAP Authentication 365 protects customer data with an additional layer of security

SAP People Connect 365 manages responsiveness to planned and unplanned events

SAP Intelligent Notification 365sends rewards and promotions using preferred customer channels

SAP Engagement 365plans and executes mobile campaigns

SAP SMS 365send interactive, 2-way campaigns


Utilize SMS to deliver reliable departure information to travelers no matter the subscriber network

§ Reach and deliver messages to global travelers

§ Send one-way messages using a combination of short and long codes

§ Enables a critical channel for potential value vouchers during major service disruptions

Use case: Global traveler updates


Obtain a near-real time satisfaction rating from travelers upon their arrival

§ Reach and deliver messages to global travelers

§ Deliver two-way messages using the most reliable combination of short and long codes

§ Capture and forward responses for instant analysis and action

§ Identify and resolve potential service problems within minutes of arrival

Use case: Traveler feedback


Our vision of the connected traveler’s journey

PRE-STAY

STAY

POST-STAY

ResearchGuest searches for trip options and site’s intelligent engine is informed by a time-relevant and comprehensive understanding of preferences and profile.

Seamless bookingGuest books trip and travel and hospitality providers acknowledge preferences.

Relevant promotionsTravel and hospitality providers send relevant, personalized offers and services based on preferences and prior behavior.

Mobile welcomeGuest receives a mobile welcome message at the airport with arrival, luggage, transfer, and hotel information.

Check-outGuest receives updated itemized

bill on her mobile phone with digital check-out instructions.

Thank youPersonalized note with loyalty

program status update sent and future promotions will include

intelligence on based on this trip.

Rate experienceGuest responds to mobile-based

survey and posts pictures and reviews on social media.

Check-inGuest arrives at the hotel checks-in by swiping the digital ‘room key’ sent to her mobile phone.

Ancillary offeringsHotel delivers relevant offers including throughout the

stay based on past preferences and behaviors.

Mirko Benetti

VP Sales Europe & CIS

SAP Digital Interconnect

[email protected]

Thank You!Contact SAP Digital Interconnect

E-mail: [email protected]

Web: http://www.sap.com/digital-interconnect

Twitter: @SAPInterconnect

SAP Digital InterconnectFormerly SAP Mobile Services


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leveraging digital disruption in the age of the connected ... · mobile transforms engagements and...

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