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Deliver a great customer experience through multiple

contact channels & Communications Enabled Business

Processes SAP Business Communications Management - BCM

SAP, Magnus Clementson, Sr Director BCM Field Enablement

October 27th 2011

The Customer Service Challenge

© 2011 SAP AG. All rights reserved. 3

Challenges when providing Customer Service

The New Reality

Distributed knowledge

Multiple interaction channels

Missing or incomplete information

Complex request with multiple touch-points

Increased interaction time

Non optimal First Time Resolution

Inconsistent Customer experience


Why Front-Office – Back-Office integration is important

Customer

Front-Office

Contact Center

Back-Office

Experts

Mobile Workers

- CONNECTED -

- DISCONNECTED -

- DISCONNECTED -

If I don’t know

the answers...

... I can’t get

anyone to help

me ...

... and often

the customers

are completely

mad.

I’m continuously

disturbed...

... on topics I

have nothing

to do with ...

... and this is

all away from

my real job.

What is a contact center

and why should I care?

SAP BCM Business Overview

© 2011 SAP AG. All rights reserved. 6 © SAP 2009 /

Isolated communications

and systems silos

Move from System Silos to Integrated Communications

and Business Process Applications O

ffic

e T

ele

ph

on

y

Co

nta

ct

Ce

nte

r

Mo

bile

Te

lep

ho

ny

IT S

ys

tem

s

All-software based integrated communications

and business process applications

Range of

Standard

Terminals

Software

Applications

Standard IT

and Network

Infrastructure

Agents Field

workers

Remote

agents

Corporate

telephony users

Traveling

experts

Automated

services

Diversity of

Users

Multiple

Communications

Channels

Off

ice

Te

lep

ho

ny

Co

nta

ct

Ce

nte

r

Mo

bile

Te

lep

ho

ny

IT S

ys

tem

s

IP

Desk phones

PC

Desktops

Mobile

Terminals

PSTN/

IN IP

Mobile

Networks

Enterprise applications including communications

End-to-end

SAP CRM & ERP

SAP BCM

SAP BI


SAP Business Communications Management software Bundled Contact Center Suite

Inbound Contact Center

Outbound Contact Center

Expert and Mobile Users

Automated Services (/IVR)

Contact Center capabilities in SAP BCM

Business Process capabilities in SAP

Deep SAP Business Context Integration thru Open Interfaces

SAP BCM is a contact center solution that helps organizations to rapidly reach

performance, quality and cost targets, especially in distributed operations.


Consuming SAP BCM 7

Contact Center Agents

integrated with SAP CRM/3rd

Contact Center Agents

SAP BCM stand-alone

Expert and Mobile Users

Contact Center Manager /Supervisor /Analyst Users

Automated

Voice Self-Services

Business and Technical Administrator Users


Business Value Contact Center is Your Company eyes and ears to Your Customer Interface


Operational Costs

Service-to-Profit Chain 1 Business flexibility

2 Ability to make real-time

adjustments

3 Bundled solution (vs. separate components)

4 Deep SAP & 3rd party

content integration

5 Open and non-proprietary

approach

Reduce systems

TCO and complexity

SAP BCM differentiators from competition

Product Qualities Customer Value Drivers

Systems

People

Increase organizational

performance

Improve customer

satisfaction

SLAs

Motivation

Customer

Satisfaction

Profit

+/-

> 70%

< 30%


Telephony

Integration

Multichannel Integration in Interaction Center & BCM

E-mail

Integration

Chat

Integration


Social Media – Monitoring e.g twitter

Dynamically updated content

from Social Media

Status of conversations with

“signaling lights” based on

mood


SAP BCM role at SAP Link Communication Tools and Events with Business Processes

Increase SAP CRM Users personal productivity with SAP CRM UI

embedded Communications Toolbar

Call controls

User’s own status

indicator

Directory and

presence



Reducing process cycle times with real-time collaboration using

contextual presence

Real-time presence and

collaboration tools Business context

Ms. Shirley Bishop



Increasing SAP CRM Users and Processes efficiency and convenience

with context transfer

Transferring business context with a

call

Accepting the call and receiving business context

with it



Enable real-time processes with action item routing

Escalating a service

ticket

Routed like a phone call in real-time to the

best available person

Queues

Skills

Presence

Real-time routing

engine

Summary


Contact Center

Management

CIO’s

Office

Contact

Center

Site

Back-office

and Field Contact

Center

Site

SUMMARY: Be a Best Run Contact Center

■ Leverage expertise in the back-office and in the field

to route customer contacts immediately to the best

available people

■ Know exactly what needs to be improved and where the

required savings can be found

■ Contact Center is the eyes and ears of Your organization

towards Your customers

■ Best Run Contact Center helps You to

■ understand what Your customers ask from You and

■ realize what kind of products /services and skills You

need to respond customer demand at any given time

Leverage all Your resources to

improve customer satisfaction

Understand and adjust Your Contact

Center operations in real-time

Use Contact Center as Your

strategic asset

Thank You! – Questions?

SAP BCM Product Management

www.sap.com/bcm

http://www.sap.com/bcm

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