Dealer business management (SAP DBM 8.0)

SAP Automotive

AUTO DEALERSHIP – SAP SOLUTION COMPONENTSMARKETING, SALES & AFTERMARKET - SIMPLIFIED

SAP Automotive (Auto Dealership) - Marketing, Sales & Aftermarket

© Arun Kumar Page 1 of 22

Contents1 Marketing, Sales & Aftermarket ........................................................................................................... 4

1.1 Dealer Business Management ...................................................................................................... 4

1.1.1 Vehicle Sales and Administration..........................................................................................4

1.1.2 Vehicle Service ......................................................................................................................4

1.1.3 Parts Management................................................................................................................5

1.2 Vehicle Sales Management........................................................................................................... 5

1.2.1 Sales and Distribution ........................................................................................................... 5

1.2.2 Vehicle Ordering and Administration ...................................................................................5

1.3 Omni-Channel Customer Service .................................................................................................. 6

1.3.1 Predictive Analytics ...............................................................................................................6

1.3.2 Self-Service Support Portal ................................................................................................... 6

1.3.3 Social Customer Engagement (Cloud)...................................................................................6

1.3.4 Social Listening and Sentiment Analysis ...............................................................................7

1.3.5 Mobile Service Execution...................................................................................................... 7

1.3.6 Service Request Management (Cloud)..................................................................................7

1.3.7 Knowledge Management (Cloud) .........................................................................................8

1.3.8 Social Collaboration ..............................................................................................................8

1.3.9 Customer Service Analytics (Cloud) ......................................................................................8

1.3.10 Inbound/Outbound Contact Centers ....................................................................................8

1.4 Insight-Driven Marketing ..............................................................................................................8

1.4.1 Social Listening and Sentiment Analysis ...............................................................................9

1.4.2 Audience Discovery and Targeting........................................................................................9

1.4.3 Customer Value Intelligence ................................................................................................. 9

1.4.4 Customer Analytics with Advanced Visualization ...............................................................10

1.4.5 Predictive Analytics .............................................................................................................10

1.4.6 Web Analytics .....................................................................................................................10

1.4.7 Marketing Analytics and Performance Management.........................................................10

1.5 Agile Marketing...........................................................................................................................11

1.5.1 Marketing Planning and Program Management ................................................................11

1.5.2 Campaign Management......................................................................................................11



1.5.3 Digital Asset Management..................................................................................................11

1.5.4 Marketing Collaboration .....................................................................................................12

1.5.5 Marketing Analytics and Performance Management.........................................................12

1.6 Engaging Customer Experiences .................................................................................................12

1.6.1 Audience Targeting and Segmentation...............................................................................12

1.6.2 Customer Loyalty Management..........................................................................................13

1.6.3 Real-Time Personalization...................................................................................................13

1.6.4 Customer Acquisition Through Contact Centers (On Premise) ..........................................13

1.6.5 Web Experience Management............................................................................................13

1.6.6 Social Campaign and Engagement ......................................................................................14

1.7 Master Data Management for Commerce..................................................................................14

1.7.1 Product Content and Catalog Management (hybris) ..........................................................15

1.7.2 Customer Data Management (hybris) ................................................................................15

1.7.3 Localization and Internationalization (hybris) ....................................................................15

1.7.4 Media Conversion (hybris) ..................................................................................................15

1.7.5 Print Publishing (hybris) ......................................................................................................16

1.8 Omni-Channel Commerce Management ....................................................................................16

1.8.1 Product Content and Catalog Management (hybris) ..........................................................16

1.8.2 Web Experience Management............................................................................................17

1.8.3 Search and Navigation (hybris) ...........................................................................................17

1.8.4 Bundling, Configuration and Subscription Management (hybris) ......................................17

1.8.5 Pricing and Promotions (hybris)..........................................................................................17

1.8.6 Web Analytics .....................................................................................................................18

1.8.7 Real-Time Personalization...................................................................................................18

1.8.8 Order Orchestration and Management (hybris) .................................................................18

1.8.9 B2B Commerce (hybris) ......................................................................................................18

1.8.10 Omnichannel Touch Points (hybris) ....................................................................................19

1.9 Billing & Revenue Innovation Management ...............................................................................19

1.9.1 Sales and Order Management ............................................................................................19

1.9.2 Convergent Pricing Simulation............................................................................................20

1.9.3 Convergent Mediation ........................................................................................................20



1.9.4 Convergent Charging...........................................................................................................20

1.9.5 Convergent Invoicing ..........................................................................................................20

1.9.6 Receivables Management and Payment Handling .............................................................21

1.9.7 Credit and Collection Management ....................................................................................21

1.9.8 Financial Customer Care and Dispute Management ..........................................................21

1.9.9 Flexible Solution Billing .......................................................................................................21

1.9.10 Customer Usage Analytics...................................................................................................22

2 Human Resources ...............................................................................................................................22



1 Marketing, Sales & Aftermarket

1.1 Dealer Business ManagementDealer Business Management Solutions

Integrate dealership operations to boost customer service and financial performance

Streamline operations and improve relationships with OEMs, importers, distributors, customers,

and dealer groups. Better manage sales and financing, service and parts, and an OEM-to-dealer

ecosystem. Supporting end-to-end operations for any size dealership, SAP’s software can

integrate data on multiple brands, territories, and dealer locations – delivering the functionality

and insight client’s need to nurture business relationships, speed vehicle turnover, and boost

customer satisfaction.

1.1.1 Vehicle Sales and Administration

Simplify processes and cut costs to increase sales and profitability

Accelerate sales pipelines and improve customer management with SAP software for sales

administration. Track sales of new and used vehicles and document customer interactions, from

lead to delivery. Generate procurement orders; create quotations; review credit limits; calculate

financing; and manage vehicle histories, returns, trade-ins, and repairs. With SAP software,

clients can build personalized customer relationships, cut operating costs, and increase

productivity and profitability.

1.1.2 Vehicle Service

Simplify processes and cut costs to increase sales and profitability

Accelerate sales pipelines and improve customer management with SAP software for sales

administration. Track sales of new and used vehicles and document customer interactions, from

lead to delivery. Generate procurement orders; create quotations; review credit limits; calculate

financing; and manage vehicle histories, returns, trade-ins, and repairs. With SAP software,

clients can build personalized customer relationships, cut operating costs, and increase

productivity and profitability.



1.1.3 Parts Management

Plan orders, speed turnover, and reduce stock-outs to increase parts sales

Standardize, streamline, and integrate your processes for ordering, managing, and selling

automotive parts. SAP software provides real-time visibility into inventory levels, sales

performance, product availability, and supplier pricing. So clients can maintain optimal

inventory levels, organized by brand and selected to meet customer demand. You can also

collaborate with suppliers and run a single cash-desk module – to speed turnover, improve

fulfillment and customer service, and more.

1.2 Vehicle Sales ManagementVehicle Sales Management Solutions

Improve sales by optimizing your vehicle distribution chain

Streamline vehicle-ordering processes across brands and regions with SAP solutions for vehicle

sales management. By automating vehicle allocation and improving visibility into distribution

chains, SAP’s solutions help synchronize supply with demand. Use real-time information to

optimize supply chain visibility so clients can place orders earlier. Handle custom orders and

trade-ins to improve distribution, and use powerful search functions to track all vehicles across

the entire pipeline.

1.2.1 Sales and Distribution

Manage custom orders and trade-ins to Improve vehicle distribution and allocation

Order, track, and manage build-to-order and locate-to-order vehicles in real time from a central

location with sales and distribution software from SAP. Streamline sales processes, generate

sales forecasts, and improve push (make-to-stock) and pull (make-to-order) strategies. Monitor

distribution, collaborate with partners, and allocate trade-ins so clients can speed fulfillment,

enhance distribution transparency, reduce days in inventory, lower carrying costs, and improve

data analysis.

1.2.2 Vehicle Ordering and Administration

Improve communications, streamline procurement, and cut costs with a real-time Web portal

Interact with importers, wholesalers, and distributors in real time with software for vehicle

ordering and administration from SAP. Offering a Web portal that unifies vehicle management,



ordering, and tracking processes, SAP’s software enables client’s to integrate sales processes

and use both push (make-to-stock) and pull (make-to-order) strategies. You can also collaborate

with partners, monitor supply chains, and access important business data to make smarter,

more profitable decisions.

1.3 Omni-Channel Customer ServiceOmni-Channel Customer Service Solutions

Give service reps a full view of customers across all channels and enable real-time collaboration

to solve complex cases

Rely on comprehensive omni-channel customer service – achieved with SAP software – so your

company can meet the expectations of its most demanding customers. Improve customer

satisfaction and strengthen loyalty to make your entire organization more competitive. Enable

contact center channels through phone, e-mail, chat, and SMS, while empowering agents to

streamline processes and provide multichannel service excellence.

1.3.1 Predictive Analytics

Uncover trends, find new opportunities, and gain a true competitive edge using predictive insights

Anticipate customer behavior and take proactive measures to develop and execute a customer-

centric strategy. Gain a competitive advantage by going from data to decision using real-time

predictive insights that can help client’s uncover and predict trends. Understand customer

behavior, improve responses to customers, and deliver exceptional customer experiences that

ultimately boost profitability.

1.3.2 Self-Service Support Portal

Provide a superior customer experience through comprehensive self-service

Empower your customers to research problems, seek solutions, and initiate services on their own

through intuitive online and personalized self-service support with SAP software. Increase

deflection rates, reduce contact center costs while allowing customers to engage in a preferred

manner, and provide direct access to agent-assisted service from self-service if needed.

1.3.3 Social Customer Engagement (Cloud)

Engage effectively through social channels to deliver optimal customer experiences



Empower your marketing and customer service teams to collaborate and quickly deliver

appropriate responses to customer inquiries, issues, or comments made on social media channels

– with social customer engagement software from SAP. Filter, prioritize, and route high volumes

of customer content so the right expert addresses the right customer. Give your customers the

personalized experience they deserve on their preferred social channel.

1.3.4 Social Listening and Sentiment Analysis

Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one

customer experience

Understand the voice of the customer and turn volumes of social media and enterprise data into

meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing

customer sentiment and social media signals over time. Build customer profiles using both

structured and unstructured data across all interaction channels – including public, private, and

paid. Engage your customer in the right context by understanding each journey, sentiment,

interest, and activity.

1.3.5 Mobile Service Execution

Provide personal, face-to-face customer service anywhere, anytime

Deliver on-the-spot customer service through attentive, personalized service – with help from

mobile service execution capabilities in SAP software. Enable your on-site, in-person service

professionals to create and process requests with all relevant information at their fingertips using

iPads. Help your service reps have the most meaningful interactions when face to face with

customers with mobile service request management, knowledge access, and expert collaboration.

1.3.6 Service Request Management (Cloud)

Manage service requests with insight and effectiveness to solve customer issues in one

interaction

Offer your contact center agents and customers a unified agent experience across all interaction

channels with multichannel service request management from SAP software. Maximize agent

efficiency by capturing complete conversation history in a single location and apply

categorization, routing, and escalation rules to help ensure that service requests are always

handled by the right person with the right resolution.



1.3.7 Knowledge Management (Cloud)

Help ensure first-contact issue resolution with efficient knowledge access

Increase productivity with knowledge management software from SAP that offers agents

automatic recommendations, allows agents to take advantage of collective team know-how, and

enables sharing of knowledgebase content with customers. Build a comprehensive knowledge

database with in-house and social community knowledge, flexible authoring, and usage analytics.

1.3.8 Social Collaboration

Solve customer issues collaboratively while keeping extended teams informed

Help service and support teams to strategize, solve problems, and drive action on behalf of

customers with social collaboration solutions from SAP. Enable teams to expedite customer issues

and requests by taking directed, productive action, including finding experts within the extended

organization who can help. By uniting people, data, processes, and content, SAP’s solutions can

help increase customer satisfaction, strengthen direct engagement, and build more solid

relationships.

1.3.9 Customer Service Analytics (Cloud)

Gain real-time insight into service performance with powerful analytics and intuitive dashboards

Capture a true measure of customer service performance with cloud-based analytics software

from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports

to evaluate response times, average handling times, service priorities, and escalation trends. SAP

customer service analytics software also lets your service representatives and managers create

their own operational reports, dashboards, and KPIs using intuitive wizards.

1.3.10 Inbound/Outbound Contact Centers

Improve performance with unified contact center operations

Deliver high-quality, consistent service across all channels – with SAP software for inbound and

outbound contact centers that integrates multichannel contact centers with other SAP and third-

party software. Unify your inbound and outbound contact handling and real-time monitoring

processes. Align marketing and sales targets in your telesales initiatives for increased customer

satisfaction and greater cost savings and revenue streams.

1.4 Insight-Driven MarketingInsight-Driven Marketing Solutions



Capitalize on data-driven insights and make intelligent business decisions to maximize ROI

Unify all customer and market data into one single view. Reveal hidden insights and make

intelligent decisions in a timely manner. Anticipate customer behaviors with predictive analytics.

Systematically monitor both structured and unstructured data from call centers, e-mails, social

media, and other channels to gain a holistic understanding of the voice of the market.

1.4.1 Social Listening and Sentiment Analysis

Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one

customer experience

Understand the voice of the customer and turn volumes of social media and enterprise data into

meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing

customer sentiment and social media signals over time. Build customer profiles using both

structured and unstructured data across all interaction channels – including public, private, and

paid. Engage your customer in the right context by understanding each journey, sentiment,

interest, and activity.

1.4.2 Audience Discovery and Targeting

Optimize targeting for Omni channel campaigns with real-time customer insights

Empower campaign managers to define the best customers and prospects with audience

discovery and targeting solutions from SAP. Consume and run optimization algorithms and apply

interactive visualizations to explore customer data quickly. Personalize messaging and campaign

offers by using data export definitions. With high-performance customer segmentation, managers

have the real-time data they need to optimize customer interactions, response, and conversion

rates.

1.4.3 Customer Value Intelligence

Grow your business by engaging the right customers in the right way based on their current and

potential value

Identify the current and potential value of your customers with marketing software from SAP that

provides 360-degree intelligence across all data sources. Automatically categorize the relationship

and behavior of each customer and offer actionable steps for improvement. Determine the

“white space” or untapped value for each customer. Provide intelligence on how to best segment

your market based on customer value and execute targeted marketing and sales campaigns.



1.4.4 Customer Analytics with Advanced Visualization

Visualize data to gain key customer insights and make better decisions with a single version of

truth

Use analytics to capitalize on data-driven insights by providing visualization that maps marketing

insights to various initiatives. Explore and present data, revealing new insight. Understand big and

small marketing data. Combine different visualizations together as storyboards to provide context

and focus. Marketers can monitor key performance indicators, from daily operational activities to

strategic activities.

1.4.5 Predictive Analytics

Uncover trends, find new opportunities, and gain a true competitive edge using predictive

insights

Anticipate customer behavior and take proactive measures to develop and execute a customer-

centric strategy. Gain a competitive advantage by going from data to decision using real-time

predictive insights that can help client’s uncover and predict trends. Understand customer

behavior, improve responses to customers, and deliver exceptional customer experiences that

ultimately boost profitability.

1.4.6 Web Analytics

Improve the digital experience by tracking and analyzing the behavior of your known and

unknown visitors

Understand what’s really happening as visitors browse your site by relying on high-performance,

real-time Web analytics software from SAP. Take advantage of the information that flows through

Adobe Analytics to continuously improve the performance of Web and digital marketing

experiences.

1.4.7 Marketing Analytics and Performance Management

Make the best decisions with timely insight into marketing performance

Gain real-time insights into campaign performance and marketing results with analytics and

performance management solutions from SAP. Through advanced analytics, optimization tools,

and prebuilt dashboards and reports, client’s get the help client’s need to make confident

decisions that drive revenue. By having a full understanding of the effectiveness of every activity,

clients can identify changing customer needs to promote the best offers to the right customers.



1.5 Agile MarketingAgile Marketing Solutions

Market with speed and precision and convert market opportunities before they disappear

Accelerate marketing operations by increasing collaboration among internal and external teams

and streamlining the development and deployment of marketing assets. Optimize your marketing

mix in real time to improve ROI. Gain transparency and access to real-time information to make

informed decisions, and devise winning strategies to grow the business.

1.5.1 Marketing Planning and Program Management

Drive results in marketing activities through better alignment and coordination

Manage and streamline all marketing activities, from planning and budgeting to coordination

and execution, with SAP solutions. Develop detailed marketing plans that align with corporate

strategies, and use robust budgeting functions to manage budgets and track real-time spending.

A centralized marketing calendar that lets client’s coordinate complementary marketing

activities – along with and task management functions, campaign templates, and workflows –

help maximize results even more.

1.5.2 Campaign Management

Engage customers with coordinated, consistent interactions

Orchestrate consistent customer experiences across multiple touch points with campaign

management software from SAP. Automate multi wave campaigns across channels. Accurately

evaluate, plan, and measure marketing activities using advanced analytics. SAP campaign

management software lets client’s target and segment audiences, make the best offers in real

time, and keep up-to-date on campaign performance – all of which helps increase customer

sentiment, market demand, and sales revenue.

1.5.3 Digital Asset Management

Enhance productivity, compliance, and revenue by managing digital assets better

Centralize the management of comprehensive metadata and support advanced search,

versioning, and flexible workflows for your digital assets with solutions from SAP. Better

incorporate digital assets within marketing processes and streamline usage tracking. Improve

processes by reducing asset duplication, enhancing brand compliance, adhering to asset rights

obligations, and distributing approved assets efficiently.



1.5.4 Marketing Collaboration

Collaborate with key stakeholders to increase speed to market and optimize decision making

Help marketers reduce boundaries across departments and geographies with solutions for

marketing collaboration from SAP. The solutions enable project participants to streamline

processes, share best practices, and collaborate as a team and with external vendors. Bring

together people, data, processes, and content, and centralize discussions around projects to

reduce duplication and improve productivity. Strategize and problem-solve faster to drive better

business results.

1.5.5 Marketing Analytics and Performance Management

Make the best decisions with timely insight into marketing performance

Gain real-time insights into campaign performance and marketing results with analytics and

performance management solutions from SAP. Through advanced analytics, optimization tools,

and prebuilt dashboards and reports, client’s get the help client’s need to make confident

decisions that drive revenue. By having a full understanding of the effectiveness of every

activity, clients can identify changing customer needs to promote the best offers to the right

customers.

1.6 Engaging Customer ExperiencesDeliver Unique Customer Experiences

Engage customers seamlessly across multiple interaction channels

Successful customer engagement should be proactive, tapping into the emotional drivers behind

the buying process and delivering relevant customer experiences in real time. Leverage the real-

time context of every customer so that clients can deliver the best offers and messages across

multiple touch points. Remarket to prospects based on abandoned shopping carts and web forms

or recent online browsing behavior. Make it easy and compelling for customers to re-engage any

step during the buying journey.

1.6.1 Audience Targeting and Segmentation

Optimize targeting for Omni channel campaigns with real-time customer insights

Empower campaign managers to define the best customers and prospects with audience

discovery and targeting solutions from SAP. Consume and run optimization algorithms and apply

interactive visualizations to explore customer data quickly. Personalize messaging and campaign



offers by using data export definitions. With high-performance customer segmentation,

managers have the real-time data they need to optimize customer interactions, response, and

conversion rates.

1.6.2 Customer Loyalty Management

Turn consumers into advocates with multichannel loyalty programs that create relevant,

consistent customer experiences

Create targeted loyalty programs that offer relevant and personalized rewards with marketing

software from SAP. Build loyalty with incentives and rewards without dropping prices. Maintain

a consistent customer experience across multichannel loyalty programs. Close the loop from

initial distribution of points to final fulfillment. Include partners in loyalty programs to extend

the customer experience. Capture customer behavioral information to continually fine-tune

your loyalty program.

1.6.3 Real-Time Personalization

Deliver personalized, real-time offers and content through the best channels at the right times

Engage customers at the right moment with relevant offers and messages that influence their

purchasing decisions by relying on real-time personalization software from SAP. Improve

customer retention and loyalty while maximizing cross- and up-sell opportunities with highly

personalized, real-time offers across all channels. Drive revenue by providing a compelling and

consistent customer experience. Automatically learn what’s worked and what hasn't for

continual insight and improvement.

1.6.4 Customer Acquisition Through Contact Centers (On Premise)

Personalize services to keep sales pipelines full and flowing

Support high-performing inbound and outbound sales and service with SAP software for

customer acquisition through contact centers. By providing tools for agent guidance and contact

center operations, the software helps improve customer data accuracy and enables agents to

qualify leads, capture customer and marketing-related data, and conduct sales. Make the

contact center a hub for delivering compelling product and service recommendations that

improve revenue and increase market share.

1.6.5 Web Experience Management

Boost sales by targeting content to customers based on who they are and what they do



Strengthen customer loyalty with marketing software from SAP that manages your customers’

Web experience and takes content personalization to a new level. Use advanced, behavior-

based personalization to target customers based not simply on who they are but on what they

do. Increase average order size by collecting customer information from all channels and

providing a personalized Web shopping experience.

1.6.6 Social Campaign and Engagement

Manage your brand by responding rapidly to existing customers, and reach new prospects

with targeted social engagement

Give customers and prospects the personalized experience they deserve with marketing

software from SAP for building social campaigns and engagement. Empower your marketing and

customer service teams to collaborate and respond quickly to customer inquiries, issues, or

comments on social media channels. Engage your audience with targeted social campaigns that

let client’s reach the prospects client’s know, as well as unknown prospects with similar

identities, behavior, and interests.

1.7 Master Data Management for CommerceMaster Data Management for Commerce Solutions

Gain a single view of your customers, products, and order activity in a central hub designed for

customer engagement

Unify customer, product, and order information from multiple sources and across all channels

with master data management software from hybris1, an SAP company. Give business users

intuitive access to consistent and comprehensive information on one platform. Increase

responsiveness with centralized data consolidation and a business-focused approach to master

data management. Shorten product launch cycles, streamline operations, and reduce cost with a

flexible, extensible data model.

1 hybris' omni-channel commerce solution helps to target and engage with customers better, wherever they are.As the world of commerce continues to change, give ones customers a consistent and meaningful experience -across every channel, every time.The core hybris solution ranks consistently among the top commerce software platforms worldwide. Hybris’ B2Band B2C commerce applications include an Omni-Channel Offering, Product Content Management (also known asMaster Data Management or Product Information Management), Order Management, hybris MarketingConversion, and powerful search and merchandising.hybris is omni-channel at its core. Hybris commerce software helps integrate all digital and physical customertouch points onto a single platform – including online, mobile, point-of-sale, call center, social media and print.



1.7.1 Product Content and Catalog Management (hybris)

Empower business users to manage product information across all sales channels and

geographies without IT’s help

Heighten marketing effectiveness by managing, structuring, and displaying product information

consistently across all channels with product content and catalog management software from

hybris, an SAP company. Import product information from different sources, organize it

hierarchically, and assign attributes dynamically or statically. Drive sales by distributing product

information in catalogs geared to specific audiences in relevant touch points, markets, or

geographies.

1.7.2 Customer Data Management (hybris)

Gain actionable insight to drive sales and service with a 360-degree view of the customer

Give your business a single view of each customer’s transactions, behavior, and preferences

with customer data management software from hybris, an SAP company. Capture all customer

data and interaction across channels and manage it in one central repository. Empower your

marketing team with a 360-degree perspective to optimize the customer experience. Create

contextual communication across all touch points. Tailor messages to diverse customer groups

and improve relevancy.

1.7.3 Localization and Internationalization (hybris)

Expand into new segments, markets, and geographies by providing localized content on one

platform

Simplify global commerce with localization and internationalization software from hybris, an

SAP company. Grow your business by supporting multiple languages, currencies, payment

methods, and product variations. Manage multiple international sites on one platform using

local or centralized teams. Deploy new sites quickly using existing catalogs, content, and

infrastructure. Meet the unique needs of geographic markets with their own localized catalogs,

pricing, content, and branding.

1.7.4 Media Conversion (hybris)

Simplify management of digital media assets

Create, edit, compose, or convert almost any available bitmap image with comprehensive media

conversion software from SAP. Define media containers that each includes all necessary media



derivatives and a media source to represent one digital asset and then apply the containers to

projects. Easily add on watermarks or other media. Use manual or automatic media scans to

have the system periodically check the media database and apply conversions according to rules

defined by merchants.

1.7.5 Print Publishing (hybris)

Produce and manage printed materials efficiently by automating print processes and

supporting bidirectional workflows

Increase efficiency when producing sales catalogs, leaflets, and other printed material for

today’s omnichannel environment by relying on print publishing software from hybris, an SAP

company. Work faster by automating print processes, reducing publishing times, and

accelerating correction cycles. Deliver a greater volume of higher-quality printed materials while

maintaining brand, content, and pricing consistency with other channels.

1.8 Omni-Channel Commerce ManagementOmni-Channel Commerce Management Solutions

Attract and keep more customers in today’s omni-channel marketplace

Engage customers with a contextual experience that matches their expectations and drives sales

with omni-channel commerce management software from hybris, an SAP company. Create a

seamless and highly personalized customer experience across every channel and touch point –

and make it consistent from initial order to final fulfillment. Consolidate sales, management, and

service onto a single platform that’s designed for omni-channel commerce and puts the customer

first.

1.8.1 Product Content and Catalog Management (hybris)

Empower business users to manage product information across all sales channels and

geographies without IT’s help

Heighten marketing effectiveness by managing, structuring, and displaying product information

consistently across all channels with product content and catalog management software from

hybris, an SAP company. Import product information from different sources, organize it

hierarchically, and assign attributes dynamically or statically. Drive sales by distributing product

information in catalogs geared to specific audiences in relevant touch points, markets, or

geographies.



1.8.2 Web Experience Management

Boost sales by targeting content to customers based on who they are and what they do

Strengthen customer loyalty with marketing software from SAP that manages your customers’

Web experience and takes content personalization to a new level. Use advanced, behavior-

based personalization to target customers based not simply on who they are but on what they

do. Increase average order size by collecting customer information from all channels and

providing a personalized Web shopping experience.

1.8.3 Search and Navigation (hybris)

Increase sales by creating a personalized and navigable customer experience with advanced

search and discovery

Improve product and service discovery with search and navigation software from hybris, an SAP

company. Get the most relevant results with faceted and auto-suggestion search. Increase

revenue by managing misspelled words and synonyms during the search and navigation

experience. Maximize conversions, up-selling, and cross-selling by personalizing the shopping

experience and redirecting customers to specific locations when they enter predefined

keywords, segments, or click paths.

1.8.4 Bundling, Configuration and Subscription Management (hybris)

Improve revenue and customer loyalty with new business models that streamline the purchase

of complex goods and services

Boost sales by simplifying the shopping experience with bundling, configuration, and

subscription management software from hybris, an SAP company. Empower customers to

bundle products as needed – and to configure them easily. Maximize profits by using different

pricing models based on whether client’s sell a product individually or in a bundle. Reduce the

cost of ownership for customers and create new revenue streams with subscription pricing

models for products, services, and promotions.

1.8.5 Pricing and Promotions (hybris)

Grow revenue and reward loyalty with advanced pricing and promotion models

Create successful promotional campaigns – including coupons and vouchers – that increase

revenue and customer loyalty with pricing and promotions software from hybris, an SAP

company. Design and manage customer-redeemable coupons to meet business goals and



support single or multiuse scenarios. Launch promotions that support simple BOGO offers or

complex bundles. Maximize conversion rates with promotions and coupons that include

personalized offers and move customers across channels.

1.8.6 Web Analytics

Improve the digital experience by tracking and analyzing the behavior of your known and

unknown visitors

Understand what’s really happening as visitors browse your site by relying on high-performance,

real-time Web analytics software from SAP. Take advantage of the information that flows

through Adobe Analytics to continuously improve the performance of Web and digital

marketing experiences.

1.8.7 Real-Time Personalization

Deliver personalized, real-time offers and content through the best channels at the right times

Engage customers at the right moment with relevant offers and messages that influence their

purchasing decisions by relying on real-time personalization software from SAP. Improve

customer retention and loyalty while maximizing cross- and up-sell opportunities with highly

personalized, real-time offers across all channels. Drive revenue by providing a compelling and

consistent customer experience. Automatically learn what’s worked and what hasn't for

continual insight and improvement.

1.8.8 Order Orchestration and Management (hybris)

Put your customer at the center of the commerce experience by fulfilling orders across any

channel

Streamline operations using a central hub to process, control, and route all orders from any

touch point with order management software from hybris, an SAP company. Drive growth by

handling large volumes of orders at peak times. Ramp up efficiency with a self-service process

that lets customers manage the return of goods. Gain end-to-end visibility into the order

process by integrating warehouses, financial and payment systems, fraud service providers, and

other stakeholders.

1.8.9 B2B Commerce (hybris)

Power enterprise growth with a solution that supports complex pricing and B2B account

models



Drive success by managing complex accounts, buyer relationships, and service requirements

with B2B commerce software from hybris, an SAP company. Improve efficiency with integrated

B2B functions for managing quotations, credit limits, cost centers, and budgets. Execute a

winning omnichannel strategy by sharing product and pricing information with partners.

Manage transactions and customer relationships by integrating back-office systems and

processes such as e-procurement punch-out.

1.8.10 Omnichannel Touch Points (hybris)

Create the optimal customer experience for sales and service across touch points – and deploy

it quickly

Deliver an exceptional customer experience across all omnichannel touch points – including

mobile devices, the Web, in-store point of sale, and customer service – with software from

hybris, an SAP company. Design an experience that’s cost-effective yet purpose-built for today’s

omnichannel customers and deploy it fast. Rely on built-in accelerators and quickly tailor the

customer experience for specific industries or for the B2C and B2B markets.

1.9 Billing & Revenue Innovation ManagementBilling and Revenue Innovation Management Solutions

Create profitable digital services with flexible pricing and watertight revenue management

Play to win in today’s digital services marketplace with SAP software for billing and revenue

management. Rapidly launch customer-centric subscription offers that set client’s apart from the

competition. Exploit fast-moving market opportunities by quickly changing customer pricing and

partner revenue-sharing models. Ramp up efficiency with a billing and revenue management

solution that integrates the entire consume-to-cash process and provides a low total cost of

ownership.

1.9.1 Sales and Order Management

Boost average revenue per customer and reduce churn

Engage B2C or B2B customers with a consistent experience across all touch points with SAP

software for sales and order management. Acquire new customers with targeted subscription

offers that contain the right mix of products, projects, recurring and on-time services, and usage



charges – all on one quote and on one contract. Make changes to existing subscriptions quickly

to lower your customer churn rate.

1.9.2 Convergent Pricing Simulation

Optimize revenue by knowing how pricing strategies will impact the business

Build and test a pricing strategy for any product or service with convergent pricing simulation

solutions from SAP. By quickly testing pricing strategies before committing resources for a

launch, clients can increase the accuracy of your revenue projections while mitigating business

risk.

1.9.3 Convergent Mediation

Support new business models by making data access easier across networks

Respond to new market challenges quickly by using convergent mediation solutions from SAP.

Filter, transform, and consolidate data feeds into required formats before routing it to

applications for billing, fraud management, service assurance, and analytics. By supporting real-

time and batch processing on a single platform, clients can reduce the number of integration

points for managing data across networks, eliminate the need for various disparate solutions,

and lower costs.

1.9.4 Convergent Charging

Deliver competitive offers with flexible pricing

Define pricing schemes for services and related partner revenue-sharing with convergent

charging solutions from SAP. Enact these models quickly and rate each transaction in real time.

By allowing non-IT personnel to make pricing changes quickly, your business can seize market

opportunities with competitive offers. And this translates into increased profitability, customer

loyalty, and a strong competitive edge in a highly demanding marketplace.

1.9.5 Convergent Invoicing

Simplify invoicing to enhance cash flow and customer care

Give customers a single, consolidated invoice – while delivering more personalized services –

with convergent invoicing solutions from SAP. Pull together information from several billing

streams and individual-rated events to obtain a complete view of the customer and manage

sophisticated rules for invoice-level discounting. You can even accommodate third-party



partnerships and ramp up new services by clearly delineating which party is responsible for any

given charge.

1.9.6 Receivables Management and Payment Handling

Deliver a healthy cash flow and top-notch service with receivables management and payment

handling

Assign individual clearing strategies, automate payment reconciliation, and generate reports

that adhere to accounting principles – all with receivables management and payment handling

solutions from SAP. Give your billing team the tools and automation needed to reduce days

sales outstanding and processing costs while targeting the right customers for collections. And

for the business, this translates into a higher level of customer satisfaction.

1.9.7 Credit and Collection Management

Tailor credit decisions and collections processing to each customer’s profile

Deliver reliable, holistic credit scoring of all customers with credit and collection management

solutions from SAP. Automate routine tasks in the collections process, such as the calculation of

interest payments. Change and continuously optimize collections strategies by applying analysis

from in-house teams and external agencies. With a complete credit and collection history,

clients can reduce days sales outstanding and the risk of nonpayment – all while retaining loyal

customers.

1.9.8 Financial Customer Care and Dispute Management

Answer inquiries and resolve disputes quickly with a complete view into customer financial

information

Empower your call center with transparent financial customer care and dispute management.

Agents can quickly make adjustments, modify contracts, change payment details, set up

installment plans, create credit notes, and lock disputed items from automated collections

processing. This reduces the volume of support calls and decreases the time and cost for

resolving disputes. With complete support from knowledgeable call center agents, customers

have another reason to stay loyal.

1.9.9 Flexible Solution Billing

Enhance cash flow and customer satisfaction with simpler billing processes



Provide your customers with the streamlined invoices they demand through flexible solution

billing. With a configurable invoicing process, client’s gain full control over the billing process

and the ability to personalize each invoice before it is sent to the customer. By billing packaged

offerings with one, consolidated invoice, client’s deliver accurate and timely billing – reducing

days sales outstanding.

1.9.10 Customer Usage Analytics

Increase business agility through instant analysis of all customer usage data

Understand evolving patterns in customer response to new offers and to your competition with

customer usage analytics from SAP. Learn how usage behavior affects revenue by drilling down

from a group of customers to an individual customer. With comprehensive coverage of billing

and collections processes, clients can go beyond revenue generation, collections, and cash flow

to gain insight from billed and unbilled revenue and streamline collections processes.

2 Human ResourcesManage the modern workforce with SAP’s HCM software

1. Core Human Resources and Payroll

2. Talent Management

3. Time and Attendance Management

4. Workforce Planning and Analytics

Dealer business management (SAP DBM 8.0)

Automotive

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