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Innovate

with the 3 I’s of Customer Service Excellence

Hansen Lieu

SAP Cloud Marketing

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THE WORLD OF CUSTOMER SERVICE HAS CHANGED

HAVE GREATER CHOICE

ARE MORE OPEN TO CHANGE

ARE MORE EMPOWERED

TODAY’S CUSTOMERS

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THEY EXPECT COMPANIES TO: Be more proactive Be better informed than they are Be one step ahead of them Be present where they are

CUSTOMERS HAVE MORE CHOICES THAN EVER, SO THEIR EXPECTATIONS HAVE GONE UP

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SOURCE - CUSTOMER MANAGEMENT IQ EXECUTIVE REPORT

WITH 88%

OF ALL ORGANIZATIONS DELIVERING A MULTI-CHANNEL SERVICE EXPERIENCE, THE DIFFERENTIATING FACTOR WILL NOW BE IN THE QUALITY OF THOSE INTERACTIONS.

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- Nelson Boswell

Here is a simple but

powerful rule: always give

people more than what

they expect to get.

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INCORPORATE SYSTEM INNOVATIONS TO DELIVER A HIGHER QUALITY OF SERVICE Deeper customer INSIGHTS INTERGRATION across channel and enterprise solutions More personalized INTERACTIONS

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CUSTOMER INSIGHT

CONNECT THE DOTS

Who is the customer? Past service interactions across any channel Prior purchases Customer life time value

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ENTERPRISE INTEGRATION

LEVERAGE THE ENTERPRISE

Complete and consistent data and processes across solutions Collaborate to solve customer problems Omni-channel customer service

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PERSONALIZED INTERACTION

DELIVER THE UNIQUE EXPERIENCE Know the customer beyond service Cater to customer preferences Anticipate their needs and interests Humanize the experience

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Customer INSIGHT Enterprise INTEGRATIONS Personalized INTERACTIONS

THE THREE I’S OF CUSTOMER SERVICE EXCELLENCE

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Feel free to connect with me at : hansen.lieu@sap.com

@hansentweets

http://www.linkedin.com/in/hansenlieu

THANK YOU!

Agent Assisted Service

SAP Cloud for Service

SAP Business Communications Management (BCM)

SAP JAM

Self-Service

SAP HANA Cloud Portal, Support site option

Social Customer Service

SAP Cloud for Social Engagement

SAP Social Media Analytics by Netbase

SAP JAM

CLOUD

SAP CRM Interaction Center

SAP CRM Service

SAP Business Communications Management (BCM)

ON PREMIS

Field Service Management

SAP Cloud for Service (mobile app included)

SAP Cloud for Social Engagement

SAP 3D Visual Enterprise

SAP CRM Service Manager mobile app

SAP Workforce Scheduling & Optimization by Clicksoftware

SAP Multi Resource Scheduling (MRS)

Visit SAP.com for more information on SAP Customer Service Solutions

http://www.sap.com/solution/lob/customer-svc.html