sap multichannel customer engagement

Multichannel Customer Engagement for Utilities

from SAP

© 2014 SAP AG. All rights reserved. 2

Safe Harbor Statement

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or foundations directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.


Millennials are new the mainstream!

By 2014, 47% of users will

have been born after 1980


Slow “I have to wait forever” to get an answer”

“Telling me now when it’s already too late??”

Inconvenient “Cumbersome and old-fashioned”

Where is the self-service option?

Inconsistent “Different info on web, mobile or when calling”

“Quality of service differs across channels”

Irrelevant “I am getting offers I am not interested in”

“ It’s too complicated”

Utilities still have a long way too go !


Customers expect exceptional service

answers through Mobile and

Social Interaction

communication

across channels

offers

3

Rich experience

Consistent

Real-time

Personalized


Why does multichannel customer engagement matter to a Utility ?

Reduce cost of customer interactions

Increase customer retention

Differentiate with exceptional customer service

© 2014 SAP AG. All rights reserved. 7 Customer

Apps

Foundation Secure, scalable, real-time, multichannel, Cloud/On premise, …

Our Vision is two-fold

1. Claim strategic

advantage with

innovative apps

from SAP and the

ecosystem

2. Fast track

multichannel

enablement with

SAP Multichannel

Foundation


Demo

• Ryan Johnson

• 32 years old

• Car Salesman

• Recently moved to

Walldorf

• Likes to research online

before buying products


Customers want more apps


CRM

Real Time

Analytics ISU

SAP for Utilities Non-SAP

systems Non-SAP

systems Non-SAP

systems Non-SAP

systems Business

Systems

Costs a lot

Does not scale

Apps,

and more Apps!

Here’s the issue with enabling many, many consumer-

facing applications – The traditional way

Point-to-point integration


CRM IS-U


systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

Business

Systems

SAP Multichannel

Foundation for Utilities

Secure

Open ID

Scalable

Reliable

Open standards

(Odata, HTML5)

Premise or Cloud

In-memory Simpler development Support any channel Customer preferences

Services delivered along real use cases

Apps,

and more Apps!

Our Solution:

Real Time

Analytics


Plug n Play Quick Time to Value

CRM Real Time Analytics IS-U


systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Light weight, non-

disruptive

Pre-configured, pre-

integrated Utilities scenarios

Bundled apps


1..n Inbuilt Multichannel Access



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Custom Apps

Co

nsu

me

r Ex

pe

rie

nce

s

Social Mobile Apps Web Applications Mobile SMS IVR E-Mail


Single view Visibility across channels



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel



Open, Flexible Enable new business models



systems Non-SAP

systems Non-SAP

systems Non-SAP

systems

SAP Multichannel


Tools Open Standards- REST,Odata,HTML5

Service builder UI Generation…

SAP HANA Cloud Portal

SAP Cloud for Social Engagement

SAP Mobile Platform Custom Apps

Online Commerce

Energy efficiency programs

Home automation……


Enterprise Grade Multi-Channel Customer Engagement

for consistent, real-time customer service across channels

Custom Apps

Co

nsu

me

r Ex

pe

rie

nc

es

Social Mobile Apps Web Applications Mobile SMS IVR E-Mail

Re

al-T

ime

An

aly

tics

GIS

De

ma

nd

Re

sp

on

se

Op

s

Wo

rk M

gm

t

IS-U

Ou

tag

e

Ma

na

ge

me

nt

Le

ga

cy

CIS

Oth

ers

…

CR

M

SAP Mobile Platform Custom Apps


Tools

Open Standards- REST,Odata,HTML5 Service builder UI Generation…

SAP Utilities Multichannel Foundation

Communication Preferences

User Management 360o View

Channel Usage

Analytics

OData Service Library

for Utilities Self-Service

Template Apps Web

Responsive Mobile


2014 2015

Multichannel Foundation for Utilities v2.0

(incl. Cloud version)

Multichannel Foundation for Utilities v1.1- Q2

Responsive UI for mobile/tablet/desktop – Delivered

as part of the Multichannel Foundation for Utilities v1.2

- Q3

Roadmap for SAP Multichannel Solution for Utilities

Update!! ( Asif )

Multichannel foundation for Utilities v1.0



(includes Responsive

app)

Possible topics:

Cloud enablement,

B2B…

Q4 Q2 Q3

2013 2014 2015&Beyond

* subject to change

Multichannel foundation Vx.x based on customer adoption and

demand


SAP Services Select. Success can be planned.

Business Transformation

Engineered Services

Implementation Services

Education

Regional Template for Multichannel foundation by SAP Service

Regional template contact: [email protected]

mailto:[email protected]


Multichannel Customer Engagement for Utilities

Interactive Workshop (SAP Walldorf, 21-22 May 2014)

For registration & questions contact [email protected]

Learn more about SAP Multi-Channel


Get hands-on experience with latest

version (1.0 SP03)

Influence scope & features of next

version (incl. new responsive design UI)

Take part in an interactive Design

Thinking workshop

Network and exchange ideas with your

peers form the utilities industry

mailto:[email protected]


SAP Multichannel Foundation for Utilities

Ramp-Up Information & Documentation

To get more information and/or enroll in the ramp-up program Visit http://service.sap.com/rampup

To apply, use the online scoping tool at https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000715662&

SCN Blogs http://scn.sap.com/docs/DOC-51663

Online help Visit SAP Help Portal at http://help.sap.com/umc

Administrator’s guide (incl. configuration details) Visit SAP Service Marketplace at http://service.sap.com/instguides

Industry Solutions Industry Solution Guides SAP for Utilities

Ramp-Up Knowledge Transfer Material Available for ramp-up customers/partners at https://service.sap.com/rkt

SAP for Utilities SAP Multichannel Foundation for Utilities1.0

Available since Nov 2013 as part of SAP’s ramp-up program)

http://service.sap.com/rampup

http://service.sap.com/rampup

https://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000715662&




http://scn.sap.com/docs/DOC-51663




http://help.sap.com/umc

http://help.sap.com/umc

http://service.sap.com/instguides

http://service.sap.com/instguides

https://service.sap.com/rkt


Apps

Foundation Secure, scalable, real-time, multichannel, Cloud/On premise, …

Our Vision is two-fold

1. Claim strategic

advantage with

innovative apps

from SAP and the

ecosystem

2. Fast track

multichannel

enablement with

SAP Multichannel

Foundation



Simplify with Cloud

• Create a business web site in minutes

• Mobile out of the box

• Superior user experience- pixel perfect design

• Re-use existing assets with seamless integration

into your On-Premise landscape


Hybris Commerce for B2C or B2B

Comprehensive but modular functionality


Real-time 360° View to chose the

right target audience

High performance customer

segmentation on Big Data

Optimize target groups for omni-

channel campaigns

Social Contact Intelligence

Follow conversations and

understand customer affinities

Contextual sales, service and

marketing on a 1:1 basis

Reach out to the right people

Customer Value Intelligence

Develop revenue and margin

strategically

Real time benchmarking

Invest in the right customers

Audience Discovery & Targeting

SAP Customer Engagement Intelligence

Next Generation Customer Analytics powered by SAP HANA


Sell Better

React quickly to changing

market dynamics

Deliver contextually relevant

campaigns and programs to a

targeted audience – “target to

the signal, not the noise”

Build sticky customer loyalty

Customer insights at your

finger tips

Timely and accurate decisions

with real-time customer and

product analysis

Positively impact pipeline,

and revenue

Provide service reps and

customers with a 360 degree

view across all channels to

exceed customer expectations

One-stop shop for all service

requests

Only SAP Delivers a Total End-to-End Experience for Customers,

Anytime, Anywhere, on Any device Service Better Market Better Engage Customers Better

Enrich the customer

experience through mobile

and social interaction

Engage customers with

personalized offers across

all channels

Build Better - Powered by SAP HANA and the Multi-channel Foundation for Utilities

sap multichannel customer engagement

Documents