sap mobile services global enterprise messaging services · pdf filesap mobile services is an...

April 2013

SAP Mobile Services Global Enterprise Messaging Services

© 2013 SAP AG. All rights reserved. 2

Agenda

Company History

SAP Mobile Services Overview

SAP Engagement 365

SAP Message Manager 365

SAP Push 365

Provisioning Overview

Case Studies

Ongoing Innovation

Q&A

Company History


Company History SAP Mobile Services

InphoMatch Founded in 2000, first US Inter-Carrier Aggregator

Mobileway One of the world’s premier SMS content distributors & billing platforms

Mobile 365 Formed in 2004 from the merger of InphoMatch and Mobileway

Sybase Acquires Mobile 365 in 2006 and renames it Sybase 365

SAP Acquires Sybase in 2010, Jan 1st 2013 Sybase 365 becomes SAP Mobile Services


Company History SAP

SAP AG Founded in 1972 in Waldorf, Germany 2011 sales – €14.23 billion, net income - €3.44 Billion Market capitalization - €84.1 Billion More than 55,000 employees in 130+ countries.

Operates through the following segments: Product, consulting, training, and SAP Mobile Services



SAP Mobile Services Mobile services provider to over 980 enterprises and mobile operators worldwide - #1 in the market

Mobile Enterprise Services Enable Enterprises to interact with customers through mobile

channel across numerous operators with one connection SMS, MMS, PSMS & customer engagement services Operator Services Interconnect Operators Enable mobile subscribers to send and receive messages across

networks and when roaming SMS, MMS & IPX/GRX Services

No.1 in wireless IP data roaming

No.1 in enterprise services2

2- Forrester Research


SAP Mobile Services Overview Mobile Enterprise Services

International Onboarding • Rules and Regulations vary greatly from country to country • Many countries do not have Short Code or Long Code systems in place • Some regions have lengthy and complex processes, others do not • Many operators actively block messages sent through indirect routes • Language, cultural and political barriers make launches in some regions “tricky” • Termination fees vary widely throughout the world

SAP Mobile Services is an experienced global player • Our company DNA is International • Mobileway started with offices in Singapore and Paris, France • We have SAP Mobile Services offices in 30 markets • We offer a single point of contact • Your US Representative will liaise with the international team


Enterprise Messaging

Media & entertainment

Banks

Retail

Healthcare

Travel

Govt

Resellers

365 Messaging APIs - SMPP, HTTP(s), MM7

SAP Applications

Mobile Marketing • Information & Alerts • Interactive & Events • Mobile Advertising Services

Mobile Customer Engagement • Coupons • Loyalty & research • Service locator

SAP Aggregation

Services

SMS • Short codes • High capacity • 24/7 Support • Reporting

MMS • Short codes • Device discovery • Image, audio & video

Operator Billing • Premium SMS • Web/WAP billing • 120 mobile networks

850 mobile networks & 4 billion mobile subscribers

SAP Mobile Services Overview Mobile Enterprise Solutions


SAP Mobile Services Overview Operator Services

SAP Mobile Services has the world covered Reach to over 980 global messaging network operators Reach to 5.79 billion mobile subscribers - able to reach over 94.5%

of global mobile subscribers In the summer of 2010, we crossed the 1 TRILLION message

milestone. We exceeded 2 TRILLION messages in April 2012


SAP Mobile Services Global Footprint Operator Services

January 2013 Footprint: 210 Countries Covered 984+ SMS Operators Reached

Almost 900 2-way operator connections 150 countries with full coverage

280+ MMS Operators Reached 520+ IPX Operators Reached

First IPX Commercial Voice Traffic Now 12 LTE Roaming customers

• 5.79 billion subscribers reached • 94.5% of world subscribers reached

In the summer of 2010, we crossed the 1 TRILLION message milestone. We exceeded 2 TRILLION messages in April 2012.

SAP Engagement 365


SAP Engagement 365 solutions help enterprises drive consumers through the Customer Lifecycle

Awareness Acquisition Purchase Trial

Post Purchase Experience

Retention

SAP Engagement 365 What is Mobile Consumer Engagement?


SAP Engagement 365 Mobilising the customer lifecycle


SAP Engagement 365 In Summary

We bring it all together with managed services and global reach


SAP Engagement 365 Research

• Integrated questionnaire builder allows surveys to be created within the system.

• Supports multiple question types open, closed, range, informational messages and those for collecting postal address.

• Surveys can be run over SMS, WAP or WEB - or multi-modal.

• Complex routing can be applied within a survey to allow future questions to be asked to those to replied with specific responses.

• Detailed real time reporting available online, download the response data in CSV or Triple-S format.

• Surveys can be issued to a sample group at a scheduled time, or triggered by a keyword (allowing for self-selection).

• Cyclic survey questions can be used to rotate a subset of questions over the whole sample, reducing the effects of coloration.

• Additional survey types reoccurring surveys (can be issued automatically on a scheduled basis), diary surveys (allow an individual to take part in the same survey many times before it expires)


SAP Engagement 365 Market

Targeted Ad Insertion Service for Mobile Messaging • SMS • MMS

Target based on captured demographics / spend profiles • Allows companies to leverage unused space in SMS messages to subscribers

oCross promotion of company’s products/services oB2B Marketing Place – enable promotion among partners

• Create new revenue stream from partners or advertisers


SAP Engagement 365 Loyalty

Loyalty Program Subscription Management • Capture all key customer data (e.g. name,

phone number, address and age) at initial registration

• Fully customizable to capture any desired attributes

Loyalty Points Management • Load points from existing programs or from

package-label campaigns • Manage points balance, manage allocation

including double points • Provide customers with points redemption

opportunities • Tracking provides prevention of code re-use

Personalized Product/Service Alerts • Value added alerts such as product usage

tips, reminders driven by key dates, offers and promotions

On-Package Code Generation • Allows consumers to engage with brand

through on-package codes Generation of unique codes

• Export of codes to print for manufacturing

SAP Message Manager 365


SAP Message Manager 365 MT Push

Web-based tool for executing SMS broadcasts • Support for flexibly structured lists • Dynamic message creation • Filtering and targeting • Role-based approval workflow

Build basic pull services with Information on demand application • Keyword specification and management • Simple HTTP GET returns data to requestor


Use Blacklists to exclude specific MDNs

Use Safe Sending Periods to specify “social hours”

Select Send to create a broadcast

Create a group of message recipients by uploading a CSV file

MSISDN;Name;Balance +9339393932;Janica Tan;S $400.05 +8149614954;Jack Chan;S$3,000

SAP Message Manager 365 MT Push Example Workflow


SAP Message Manager 365 Build Message Content

Build broadcast message

Create messages through stored templates, by hand, or retrieved externally

Use wildcards to dynamically customize messages


SAP Message Manager 365 Filter and Target

Option to filter recipient list using complex criteria

Build filter query through drop-down menus

Query on multiple attributes by adding additional filters


SAP Message Manager 365 Schedule Broadcast

Send immediately or schedule for future delivery

Distribute broadcast over multiple periods

SAP Push 365


Lifespan of an app

Time spent in-app/Month

SAP PUSH 365 Competition for screen time is heating up

40 hours Time spent

in-app/Month

15 apps Number

Used/Month

1 month Lifespan of an app


SAP PUSH 365 Product Overview

Push notifications and SMS/MMS messaging complement each other in an advanced mobile ecosystem

When consumers need to initially engage with a brand or enterprise, SMS is typically the first point of contact. Text initial engagement to a short code (or via QR code) Brand/Enterprise returns with more information including a possible mobile device app. Subscribers would either remain engaged via Messaging or can advance to an App-based solution

For app-based solutions, Push Notifications offer a new channel to engage subscribers with text and rich media.

Push and SMS are complementary in that Push is a one-way engagement for smart-devices, while SMS provides two-way engagement models and supports all devices.


Push Notification

Rich Push Composer

SAP PUSH 365 Product Overview


SAP PUSH 365 Reports: Analyze impact of campaigns

Understand the impact of your mobile messaging campaigns, analyze usage data to guide your mobile strategy, and compare campaign results

Evaluate • When to send push to get optimal response • Which push messages drive most immediate

user interest • Which notifications best engage users in your

app • Which push notification paradigms deliver the

most value

Provisioning Overview


Provisioning Overview SMS / MMS Programs

Understand the rules of engagement – we provide the expertise Connect to our Messaging Hub – one connection to reach all

operators globally Obtain a Long/Short Code as needed for 2-way messaging – we can

obtain the codes for you Fill out provisioning documentation – we assist with crafting a market

compliant program We work with the operators globally to get your programs approved What do you have to do?


Provisioning Overview SMS / MMS Programs – What do you have to do?

Leverage our APIs and Test • Connect to our Messaging Hub • Utilize our HTTP/S or SMPP APIs • Fill out the Provisioning Documentation • Ensure Stop, Help, etc work properly in 2-way messaging

Go Live! • Access to a web based reporting and information board • Access to an iPad dashboard for on the go reporting • 24x7 support help desk


Provisioning Overview Take it for a test drive

Setting up a test account • The MMA (Mobile Marketing Association) in the US • The CWTA (Canadian Wireless and Telecommunications

Association) in Canada. • Setting up a test account is quick, easy and important • Your dedicated Technical Sales Engineer can set up a test account

in just a few days • A test account will allow you to start building and testing your

application in a closed environment


Provisioning Overview SMS/MMS Programs - US and Canada

All SMS programs in the US and Canada must adhere to general rules of conduct

The rules of conduct are published by: • CTIA (Cellular Telecommunications Industry Association) in the US • CWTA (Canadian Wireless and Telecommunications Association) in

Canada

Understanding the rules of engagement and building an application that adheres to them is critical for quick operator approval

SAP is a member of: • CTIA, CWTA, MEF and MMA and various other Mobile

organizations around the world


Earthquake (14:46 JST)

Extranet Access Available 24/7 Real time reporting Monthly Traffic Daily Traffic Hourly Traffic Traffic by Country Traffic by Operator Watch your traffic grow. Track by Country and

Operator Identify peak. traffic

times.

Web-based Reporting Tool


SAP SMS 365 enterprise Dashboard

Volume Trends – Volume of SMS traffic by country and operator for current day, previous seven days and previous 30 days

Messaging Success – SMS Delivery success percentage rate for country and operator

Visual Graphics – Bar and pie chart graphical representations of SMS analysis

The application design is complementary in nature to the current Web-based interface that provides greater detail across individual message delivery disposition or custom reporting. https://itunes.apple.com/app/id587617900?mt=8

Case Studies


Case Studies Enterprise Customers

Social Presence in 200+ countries Global message delivery More than 1 Billion messages monthly Account activation & authentication Account login alerts SMS & MMS Status & Profile updates

Mobile users 2.5 times more active than web only



Retail: Customer Loyalty and Wellness

Mobile Rx refill reminders

In-store Rx ready alerts

Prescription medication compliance

In-Store Promotions and loyalty



Technology: Microsoft Windows Live

• Status updates and notifications • Calendar inquiries • Mobile IM

Hotmail SMS retrieval of email SMS email send

Xbox Live • Interactive SMS services for gaming and chat


North America Enterprise Messaging Clients

http://www.xbox.com/en-US/default.htm

Ongoing Innovation


Ongoing Innovation

Recent updates Global data center consolidation Core database migration to SAP database technologies SAP Mobile Services SMS dashboard iPad application

Future updates Location based services High throughput (dedicated bind) services Cloud based client tools


Ongoing Innovation Future of SMS Advertising

Mobile Targeting of Customers Behavioral targeting of customers – TV/Internet/mobile device Most services are already bundled – e.g.: Verizon TV users tend to also have Verizon internet and mobile

service Advertisers are mining cable channel sector as intelligence sensor E.g. A coupon for golf clubs could appear on your mobile based on internet habits or TV interest Also possible to dive into a TV show to determine what the character is wearing and where you buy it - Coupons

pushed to cell

Thank you

Contact information: Full name MI. L name Title Address Phone number

Appendix


High Level Architecture

SAP Mobile Services Manager

Customer’s employees

Customer’s systems

SAP Network

Public Internet

Firewall

Firewall

Managed Services Web Server

Customer’s connections

Routing, Delivery Control, Number

Lookup

Operator’s connections

Operator Networks SAP DB (billing, reporting) SMS access

NO

C 24/7 M

onitoring

Firewall


SMS Delivery Receipts

Content Provider

MT Traffic

Delivery Receipt with Error Code

MO Traffic

MT Traffic

MO Traffic

SAP Mobile Services Messaging Hub

Operator

MT Traffic

MO Traffic

End-user

• SAP Mobile Services Notification: Message was processed successfully by the Messaging Hub. • SMSC Notification: Message was sent and acknowledged successfully by the operator. • Mobile Notification: Message was delivered and acknowledged successfully at the hand-set. • Error Codes: Further define the status of messages; error codes are the same for all countries/operators,

thereby allowing client to implement intelligent and efficient retry mechanisms.


Rules of 2-way Messaging US and Canada

Opt-in SMS programs are permission based and require a mobile subscriber to opt in to a short code program Opt-out Mobile Subscriber must be able to opt-out of the short code program via a STOP SMS message The opt-out process must be immediate and discontinue marketing SMS messages to that subscriber

Help/Info Mobile Subscriber must be able to obtain more information on the short code program via a HELP SMS

message A web link with mobile program details and T&Cs is required A toll-free customer service phone number is required

SMS Dashboard Additional slides


SAP SMS 365 enterprise Dashboard

Volume Trends – Volume of SMS traffic by country and operator for current day, previous seven days and previous 30 days

Messaging Success – SMS Delivery success percentage rate for country and operator

Visual Graphics – Bar and pie chart graphical representations of SMS analysis

The application design is complementary in nature to the current Web-based interface that provides greater detail across individual message delivery disposition or custom reporting. https://itunes.apple.com/app/id587617900?mt=8


Native iPad App


Log in with existing credentials


Initial view shows summary for today


You can look at summary for yesterday


You can look at summary for last 7 days


You can look at summary for last 30 days


You can view by country…


… or by individual operators


Switch between column & pie charts

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