Service mit SAP...By Pavel Polyakov Service mit SAP Überblick und Systempräsentation Werner...
Transcript of Service mit SAP...By Pavel Polyakov Service mit SAP Überblick und Systempräsentation Werner...
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