service mit sap...by pavel polyakov service mit sap Überblick und systempräsentation werner...
TRANSCRIPT
By Pavel Polyakov
Service mit SAPÜberblick und Systempräsentation
Werner Schmidt
Solution Manager – SAP Hybris Service
SAP Österreich IT SummitLinz, 26.4.2016
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE SALES
DATA MANAGEMENTPRODUCT | CUSTOMER
MARKETING SERVICEBILLING
WEB MOBILE IN STORE/
BRANCH
CONTACT
CENTER
MARKET-
PLACE
IOT SOCIAL SMS/NOTIFICATION
SEARCH
ADS / SEO
DIGITAL
ADS
EMAIL PRINTDIGITAL
GOODS
SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE SALES
DATA MANAGEMENTPRODUCT | CUSTOMER
MARKETING SERVICEBILLING
WEB MOBILE IN STORE/
BRANCH
CONTACT
CENTER
MARKET-
PLACE
IOT SOCIAL SMS/NOTIFICATION
SEARCH
ADS / SEO
DIGITAL
ADS
EMAIL PRINTDIGITAL
GOODS
SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS
“LOW TOUCH” SERVICE
Engagement/
contact center
Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts …
SAP Hybris ServiceOmni-channel customer service throughout the entire customer journey
OMNI-CHANNEL
CUSTOMER ENGAGEMENTSERVICE EXECUTION/
DELIVERY
Self service
Unified communication
Chat/video chat voice/call back
Co-browsing (screen sharing)
Social channels
Email, sms
Online communities
(SAP Jam)Knowledge base
(SAP Jam)
“HIGH TOUCH” SERVICE
Field service
Service Operation
Service Management
Ticketing and Workflow
Case Management
Contract/Warranty
Repair/Depot repair
Scheduling/Resource optimization
Parts management
(Predictive) Maintenance
[C4C]
loT
Remote Monitoring
