Post on 22-Feb-2017
SAP İNOVASYON FORUM İSTANBULDİJİTAL ÇAĞ
Connected Innovation
CRM’in Ötesinde Limit Yok!
Konuşmacı Adı :Emre Bayıksel
Firma Adı :Lineris Solutions
© 2016 SAP AG or an SAP affiliate company. All rights reserved.
Corporate Profile
Industry Coverage
References
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2
3
AGENDA
CEC Solution Overview
hybris Marketing
Cloud For Customer(C4C)
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5
6
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 4
Company Profile
THE FIRST SAP CRM FOCUSED
solution company in Turkey
25 INTERNATIONALLYexperienced Consultants
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 5
Company Profile
HIGHEST NUMBER
of SAP CRM reference projects
(more than 50 projects)
LOCAL AND INTERNATIONAL
Project portfolio
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 7
Industry Coverage
‣ FMCG
‣ Retailers
‣ Financial Services
‣ Real Estate Management
‣ Textile
‣ Construction
‣ Industrial Machinery and Components (Heavy Equipment Dealership and Manufacturing)
‣ Telecommunications
‣ Utilities (Gas and Electricity Distribution)
‣ Private Online Shopping
‣ Logistics
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 12
WEB MOBILE IN STORE CONTACT
CENTER
DIGITAL MARKETPLACE INTERNET
OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT
TOOLS
INDUSTRIES
SALES SERVICE MARKETING COMMERCE
SAP HANA CLOUD PLATFORM
• SEAMLESS customer
journey across all channels
• SINGLE VIEW of the
customer
• INTEGRATED across sales,
service, marketing &
commerce
• Specific to your INDUSTRY
• AGILE and FLEXIBLE: Easy
to create customer specific
apps
Customer Engagement & Commerce
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 13
1st Generation
CUSTOMER RECORD
Departmental / Channel
Silos
SERVICE
SALES
MARKETING
COMMERCE
2nd Generation
‘Multi’-channel
CRM Suites
CU
ST
OM
ER
RE
CO
RD
SALES &
SERVICE
MARKETING
COMMERCE
3rd Generation
Omni-channel
Engagement Platform
CONTEXTUAL
MARKETING &
SERVICE
SALES &
COMMERCE
CUSTOMER
INTELLIGENCE
PHYSICAL &
DIGITAL EXPERIENCE
TRADITIONAL TECHNOLOGY SOLUTIONS NO LONGER WORK FOR
INDIVIDUAL CUSTOMER ENGAGEMENT
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 15
Explore & gain insights
Events & interactions from
all channels
Campaignexecution inall channels
Market data & events
Sales & service data
Financial data
Big data industry
Social media, webE-mail, sms,
traditional
Lead, opportunity
Interaction center
Personalized
commerce
Digital & social
channel
Intelligencethrough Predictive
Analytics
Personalizedtargeting &
orchestration
Capturing response
Plan , measure , optimize
The Digital Marketing Process
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 16
3rd Party Applications
(for data & execution)
SAP HYBRIS MARKETING
Acquisition Convert Loyalty**
Planning
Segmentation Recommendation
Insight
Batch & Events
Social providers
Mobile providers
Email Engines
Ad Providers
hybris Commerce
SAP ERP
SAP Sales
SAP Service
Marketing Data Management
Batch & Events
hybris Marketing Overview
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 17
Gain insight about known customers and unknown
people in real-time
Merge, match, and enrich profiles across all
channels
Identify interests and create a 360° view of people
in your ecosystem across all channels
Predict likelihood to buy, churn, show interest and
other behaviors in real time. In time to react.
Develop people from anonymous contacts to high-
value customers and brand advocates
MARKETİNG DATA MANAGEMENT
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 18
High performance customer segmentation on Big
Data in real-time
Great visualization & exploration tools to slice and
dice data on the fly
Waterfall UI with rich set of segment operations to
easily build complex segmentation trees with real-
time counting
Ad hoc analysis and segmentation at the same
time, self service by business users.
Optimize target groups leveraging predictive
analytics
Highly flexible on data source, incl. unstructured
data from social media, geospatial data, SAP and
non-SAP data
SEGMENTATİON
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 19
ACQUİSİTİON
Plan and set up multi-channel, multi-wave
campaigns
Manage communication templates
Create personalized, targeted content for execution
Execute multi-channel, multi-wave campaigns
(email, SMS etc.)
Automate Automate campaigns with triggers &
actions (e.g. click link in mail -> send SMS)
Triggered execution through segmentation criteria
and marketing events like cart abandonment
Detailed analytics at individual engagement level –
contacts and communications
Aggregate across campaign to measure key KPIs
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 20
Provide context-relevant, smart recommendations
based on previous purchasing behavior in real-
time leveraging predictive analytics
Increase conversion rates and average sales order
size by cross-selling and up-selling
Self-Learning models
Wizard-based UI for business analyst
Deploy in any channel
Standard integration with hybris commerce
RECOMMENDATİON
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 22
LOYALTY**
Enhance customer retention and
lifetime value
Flexible and easy-to-use interface for
marketing users
Deliver better customer experience by
delivering frictionless signup
Encourage advocacy and referrals
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 23
INSİGHTS - MARKETİNG PERFORMANCE MANAGEMENT
Define your own KPIs from multiple (internal &
external) data sources
Independent of traditional IT Reporting structures
Role oriented modelling paradigm, i.e. Dashboard
design by composer and consumption by business
user
Form-support for desktop, tablet and smart phone
Standard visualization catalogue for attractive
information design
Multiple Drill Downs can be viewed in parallel to the
root-components
Global filtering based on chosen dimensions
Detailed view to visualize overall reporting results
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 24
Customer portfolio analysis using the current and
potential value of your customers
Balanced score card to detect strength and
weaknesses in a customer relationship
Whitespace analysis to derive additional revenue
potentials
Scoring of interactions on both consumers and
contacts of a buying center
KPI monitor to derive & detect trends and patterns
from time series analysis
Derive personalized engagements from those insights
INSİGHTS - CUSTOMER VALUE INTELLİGENCE
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 26
Top down planning and budget distribution
Bottom-up budget allocation
Budget planning and consumption for all levels
of the marketing organization
Joint embedded analysis for managers and
employees on all dimensions without need for BI
/ data warehouse
Integrated calendar view of marketing
campaigns and analysis
View campaign key figures based on Campaign
Categories, Priority, Programs, Responsibilities,
Status and Region
Optimized for Desktop and Tablet
Native Calendar support (e.g. MS Outlook,
Apple Calendar) using iCalendar (.ics) format
MARKETİNG PLANNİNG
© 2016 SAP AG or an SAP affiliate company. All rights reserved.
COMMERCE AND BEYOND
ASICS
Leading athletic footwear and sports
equipment company with estimated
revenues of EUR 2,6 billion
Chose SAP Hybris to manage:
- Increasingly global consumer base
- B2B and B2C on one platform
- Centralized consumer insight
- Consumer targeting
- Campaign execution
13 sites now live including Japan,
USA, UK, Australia and Germany
- 27% uplift in overall site
conversions
- 11% uplift in revenue
- 10% uplift in transactions
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 29
EMPOWERED CONSUMERS ARE CHANGING THE RULESWELCOME TO THE AGE OF THE DIGITAL CONSUMER
DIGITALLY CONNECTED
SOCIALLY NETWORKED
BETTER INFORMED
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 30
Cloud for Customer (C4C)
• Customer Insights and 360 Degree View
• Sales Force Enablement & Productivity
• Delivering Service Excellence
• Specific To Your Industry
• Any Device, Any Where
• Seamless Integration to Backend Processes
AT EVERY ENGAGEMENT FROM VİSİT TO SERVİCE
www.lineris.com
‣ SAP Cloud for Sales
Opportunity management & insight
Account management & intelligence
Sales performance & effectiveness
Industry solutions
‣ SAP Cloud for Services
Customer service across every channel: email, web,
phone, social, SMS
End-to-end field service
‣ SAP Could for Social
Engagement
Interaction through social channels
Integrated with Facebook, Twitter, Youtube etc.
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 32
www.lineris.com
Real Time Analytics
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 34
www.lineris.com
All funcitonality in One App
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 35
C4CCloud for Customer
www.lineris.com
Real-Time Analytics• Dashboards & forecasting
• Configurable custom reports
• Account 360
• Mash-ups with SAP BW & Business Objects
Opportunity Management & Insight• Easy Lead, Opportunity & Activity
Tracking
• Competitor Insight
• Guided Selling
Groupware Integration• Full-Featured with 2-way
Sync
• Support for Microsoft Outlook
and Lotus Notes
Account Management & Intelligence• Fast Account & Contact Updates
• 360 Customer Intelligence
Integration• Pre-built integration to SAP ERP,
SAP CRM,
SAP JAM, InsideView, Xactly and more
• Mashups with most other apps
Productivity & Personalization• Flags
• Tags
• Shelf
Collaboration & Social• Feeds, Followers and @mentions
• Internal, Customers, Partners
• Deal Sites
• Social Selling
• Quick Creates
• User-Defined Fields
• Workflow
Mobile
• Complete mobile apps, no extra cost
• Support for iPad, iPhone, Blackberry & Android
Predictive Analytics• Deal Finder – Lead Scoring
• Deal Closing - Spiral of Influencer
Modern User Interface
• UX designed for 21th century
• Google like searches
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 36
• SALES PERFORMANCE MANAGEMENTTurn sales strategy into action to engage customers like
never before, drive revenue, and exceed goals and
objectives.
• COLLABORATIVE SELLINGMake every sales interaction count by connecting sellers
and customers with the right content, insights, and experts
at every stage of the deal.
• SELLING THROUGH CONTACT CENTERSMake real-time offers to increase cross-sell and up-sell,
drive revenue, and improve satisfaction.
• BILLING REVENUE & INNOVATION
MANAGEMENTMonetize services with flexible pricing and revenue tools
SALES
ENABLING THE STRATEGIC SELLER
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 38
EASY
Opportunity Activity
Competitors
www.lineris.com
Pipeline Analysis
Win/loss ratio
Sales Analysis
Quotation
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 40
CLOSED LOOP ENTERPRISE
PROCESSES
End-to-end integrated process
automation
OPEN FRAMEWORK
Leverage existing solutions,
partners, or build your own
UNIFY THE CUSTOMER VIEW
Develop a holistic customer view and
enable complete context
SAP HANA CLOUD PLATFORM
OMNICHANNEL
SUPPORTSOCIAL SERVICE
CUSTOMER SERVICE FIELD SERVICE
SELF-SERVICESERVICE ORDER
MANAGEMENTMOBILE
RESOURCE
SCHEDULING
KNOWLEDGE
ANALYTICS
SOCIAL COLLABORATION SALES
SAP Cloud for Service
WEB MOBILE SOCIALCHAT
INTERNET OF
THINGS
CALL
CENTEREMAIL&SMS
@
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 41
Customer Service capabilities in SAP Cloud for Service
SAP CLOUD for
CUSTOMER
INTEGRATION
ACCOUNTS &
CONTACT PERSONEMPLOYEES
INDIVIDUAL
CUSTOMERSPARTNERS
PHONE
TICKET
RESPONSE FEEDER
(w Templates)INTERACTION LOGSOLUTION FINDER
SOCIAL
COLLABORATION
CATEGORIES TASKS & SURVEYSSERVICE LEVELS
MO
BIL
E
AN
ALY
TIC
S
WORKFLOW NOTIFICATIONS ROUTING & ESCALATION
SAP ECCHYBRIS COMMERCE INDUSTRIES
EMAIL SMS WEB CHAT SOCIAL
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 42
End-to-End Field Service Management
Omni-channel support
Service ticket handling
Knowledge
management
Approval workflow
Warranty, Contract and
SLA determination
OMNI-CHANNEL
CUSTOMER
SERVICE
Planned labor and
parts
Planned tasks and
checklists
Advance shipment of
parts
Optimize schedule and
resource assignment (*)
PLANNING &
RESOURCE
SCHEDULING
Parts confirmation,
ordering (**) and
returns
Van Stock, Parts
catalog, Barcode
scanning (**)
Time Recording and
Expenses
Measurement
readings (*)
Work Instructions
Visit reports and
customer signature
FIELD SERVICE
EXECUTION &
CONFIRMATION
Billing
Cost allocation and
revenue recognition
Parts logistics
Real-time reporting
and KPI’s
FINANCE,
LOGISTICS &
ANALYTICS
Manage customer
installations
Manage service
contracts, warranty,
and entitlements
Schedule preventive
maintenance plans (*)
QUOTE &
SERVICE
CONTRACT
Routing, queuing and
escalation
Social collaboration
Predictive maintenance
and service
TECHNICAL &
REMOTE
SUPPORT
(*) New in 1508
(**) Roadmap
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 43
Field Service capabilities in SAP Cloud for Service
ACCOUNTS &
CONTACT PERSON
INSTALLED BASE &
REGISTERED
PRODUCTS
SERVICES & PARTS
MEASUREMENTS &
MEASUREMENT
READINGS
WARRANTY CONTRACTSERVICE LEVEL
AGREEMENT
MAINTENANCE
PLAN
WORK TICKET
RESOURCE SCHEDULER
SERVICES TIMEPARTS EXPENSES
PRICING & COVERAGETIME ENTRY & TIME
REPORTSPRODUCT LISTS
SURVEYS TASKS
WORKFLOW APPROVAL WORKFLOW ROUTING RULES
INTERNAL
ORDER
ADVANCE
SHIPMENT
BILLING
REQUEST
TECHNICIAN
STOCKTIMESHEETS
SAP CLOUD for
CUSTOMER
SAP ECC
MO
BIL
EA
NA
LY
TIC
S
CONTRACT
SALES
© 2016 SAP AG or an SAP affiliate company. All rights reserved.
ASM, GLOBAL LEADER IN ASSEMBLY TECHNOLOGY CHOSE SAP CLOUD FOR CUSTOMER TO HELP THEM EXPAND THEIR SERVICE DELIVERY CAPABILITIES
SAP Cloud for Service, SAP Cloud for Sales & SAP Jam will enable more than 3,000 ASM serviceoperations and field technicians to perform fieldservice scenarios around service, maintenance andinstallations of their equipment
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 45
IntegrationAnalyticsMobile Collaboration
SAP HANA Cloud Platform
Portal
www
Transactions Streaming Predictive Text MiningAnalytics Spatial
SAP HANA AppServices
SAP HANA DBServices
Security
Application Services
Enablement ServicesApplication Management Systems Management Administration & Monitoring
SAP Cloud for Customer Extension AppsOpen APIs SDK
• Natively enables
customizations and
integrations via SDK
and open APIs
• Leverage HANA Cloud
Platform to build next
generation extension
apps
SAP CLOUD FOR CUSTOMER ON HANA CLOUD PLATFORM
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 46
SAP CLOUD FOR CUSTOMER INTEGRATİON STRATEGYINTEGRATE WİTH SAP AND NON-SAP BACKEND SYSTEMS
iFlows
(Prepackaged Integrations)
Open APIs and
Deployment Choice
• Cloud-based multi-tenant technology
for real-time process integration and
data integration
• Design time with graphical flows and
mappings
• Centralized monitoring and
administration
• Community marketplace
• Prepackaged integration flows with
prebuilt logic for integration
scenarios, routings, and mappings
for:
• SAP Cloud-SAP On Premise
• SAP Cloud-SAP Cloud
• SAP Cloud-3rd Party Clouds
• iFlows developed on SAP HANA
Cloud Integration, NW PI, or point-to-
point
• Rich set of open standards
based APIs to build custom
integrations
• To provide choices to
customers, in addition to offering
our own integration
technologies, SAP also certifies
connectors developed by third-
party integration platforms like
MuleSoft, Cast Iron, and Boomi
SAP HANA Cloud
Integration Technology
© 2016 SAP AG or an SAP affiliate company. All rights reserved. 47
SAP CLOUD FOR CUSTOMER2015 – CROSS INDUSTRY FOCUS
CONSUMER SERVİCESMANUFACTURİNG ENERGYFİNANCİAL
PUBLİC
SERVİCE
1. CPG
Perfect Store
Distributor Management
Direct Store Delivery*
2. Retail/AFS
Frontline Sales
Apparel / Footwear Sales
3. Wholesale
Order and Pricing
Visit Planning
Returns Management*
4. Banking
Client Managed Banking,
Wealth Management and
Commercial Banking
5. Insurance
Lead-to-Policy
6. High-Tech
Design Registration
Sales – CPQ
Service and Call Center
7. Industrial Machinery
& Components
Lead-to-Order
CPQ
Service and Call Center
8. Automotive
Dealer Sales and
Service
Vehicle Management
11.Utilities
Commercial and
Industrial Selling
Utilities Call Center and
Field Service
12.Chemical
Sample Management
Vendavo Integration
13. Oil & Gas
Downstream Sales and
Field Services
Fuel Distributor
Management
8. Prof-Services
Project, Bid, and Event
Management
9. Telco
Social, Service, and Call
Center
10. Travel & Transport
Service and Call Center
14. Education
Student Services
15. Public Sector
Case Management
16.Healthcare
Patient Engagement
*Roadmap
+ PARTNER PACKAGED – INDUSTRY ADD-ONS
Life Sciences
Ivy Mobility ++
Chemicals
Qnovate ++
More to come..