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Successfully manage business model transformationMatthias Barth, Solution Director Professional Services Industry
Markus Krabel, Solution DirectorIndustrial Machinery & Components
June 22, 2016
Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related document, or to develop or release any functionality mentioned therein.
This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
Agenda
Industry Trends
Solution Overview
Customer Examples
Benefits
Digital Revolution Drives Business Model Transformation
77% of CEOs in Professional Servicesthink that their business will be disrupted by Digital Technologies
22% of CEOs think that Business Model change is the #1 priority
To compete, you need to reimagine your business models.
Low: Customer-individual offering
High:Standardizedmass offering
Degree of Standardization
Degree of“Retention”
Low: Discrete
businesstransaction
High:Recurringbusiness
transactions
Project Business Product Business
Solution Business Platform Business For each business model transformation:• Re-Evaluate
Customer Engagement
• Re-EvaluateService Portfolio and Delivery Processes
• Re-Evaluate Workforce Mgmt.
Implementation Methodology
Infosys: a case for business model transformation
Sneak preview of Linz/ Müller-Stevens/ Zimmermann (2016): Leading Business Model Transformation
Solution Overview
YOUR COMPANY NEEDS TO TRANSFORM YOUR CLIENT INTERACTIONS.YOUR PROCESSES AND SYSTEMS NEED TO ENABLE GLOBALLY UNIFIED SOLUTION BUSINESS.YOUR COMPANY NEEDS TO SCALE UP FOR VOLUME AND EFFICIENCY.
B2B CLIENTS EXPECT CONSUMER-LIKE
EXPERIENCE.CLIENTS EXPECT TOTAL, GLOBALLY CONSISTENT,
SOLUTIONS.SERVICES ARE GETTING
COMMODITIZED.
Digital transformation
Trends in the Services Market
Providing a seamless customer journey for Business Services firms
THE CUSTOMER MARKETING TARGETING AND
PERSONALIZATION e-COMMERCE SERVICES BILLING
LOYALTY MANAGEMENT
SALES + SERVICE (Rental+Plant Hire)
SAP HYBRIS MARKETING: END TO ENDMerge, match &
enrichEvents &
interactionsCampaign
execution inall channels
Plan, measure & optimize
Contexts, interests & predictions
Personalized targeting &
orchestration
Capturing response
Loyalty data
Market data & events
Sales & service data
Financial data
Industry data
Social media,mobile, IoT
Extensions
Mobile & social channel
Digital channel
Personalized commerce
Interaction center
Lead, opportunity
E-mail, sms, traditional
Extensions
FOR MARKETING PROFESSIONALS
CUSTOMER INSIGHT DERIVED FROM STRUCTURED AND UN-STRUCTURED DATA
CONTEXTUAL MARKETING ACROSS CHANNELS
INTEGRATED WITH HYBRIS – OPEN PLATFORM TO INTEGRATE WITH PARTNER SOLUTIONS
Providing a seamless customer journey for Business Services firms
THE CUSTOMER MARKETING TARGETING AND
PERSONALIZATION e-COMMERCE SERVICES BILLING
LOYALTY MANAGEMENT
SALES + SERVICE (Rental+Plant Hire)
Digitalization and E-Commerce in Professional Services
OPPORTUNITIES
• Consumer-like client experience
•
One view of the client
•
Simplification/streamlining operations – ONE sales & delivery model
• New business & delivery models enabling non-linear growth
Extended reach – access to new markets
CHALLENGES
• Consistency and integration of content and client interaction across channels
• Complexity of B2B Relationships, Services/Solutions, and Pricing
• Support of Solution & Service Packaging/ Standardization
• Process and IT enablement of new business and delivery models
• Realization of operational efficiencies
Hybris B2B Omnichannel CommerceB2C caliber client experience and new commercial models
Solution Sales & BillingFace-to-face
web
mobile
contact center print
social
@
digital ads
digital goods
HYBRIS COMMERCE: THE OMNI-CHANNEL PLATFORM
WEB CONTENT MANAGEMENT Efficiently administer and publish content across all channels.
B2B COMMERCE LOGICScalable and rich B2B CommercePlatform
Self-Service CPQ Complex Pricing Digital Content Services Business Relevant Information B2B Org. & Users
REAL-TIME PERSONALIZATION Create unique and relevant
contextualized experiencesfor each Customer
Target or retarget Customer with relevant messages, recommendations & next steps
FULLY INTEGRATED PLATFORM Open API and flexible architecture Standard out-of-the-box integrations
with hybris Commerce Suite and other SAP applications
PRODUCT CONTENT & CATALOG Consolidate, manage and
structure product content, information and attributes
Streamlines catalog and product/service management through well-structured user interface
Workflow Management Pricing yForm Creation
SINGLE CUSTOMER VIEW Enriched 360 degree view of the Customer Process both implicit and explicit behaviors for intent
OMNI-CHANNEL TOUCH POINTSOffer optimized experiences across all touch points and channels
Web Mobile e-Mail Live Chat/Call Center Social Media (Twitter, FB)
Example Journey– Complex Services/Solutions(e.g. Rental Services agreement)
Backend Systems
Omnichannel Customer portals
Master Agreement owner :
manage users, permissions, budgets, approval workflows
request quotes for master agreement enhancements/additional services
Assigned users:
view/manage installed baseto track facilities, equipment, materials, serial numbers and use as a basis for services
submit and track service requests
request quote, place and track order under the master agreement
Account Manager:
close Services Master agreementwith national / global account
define included services, solutions & configuration options
Service Delivery:
deliver requested services/solutions
manage/respond to support tickets
Service Delivery:
set up client specific omnichannel portal with customer design, service catalog & configuration options
Master agreement owner :
track & control spend
receive invoice
dispute invoice
pay online
Client Service Provider
webcontact centermobile
Sales:
submit quotes on request
Backoffice:
rate & bill delivered services
resolve disputes
collect payments
Users:
submit and track support tickets
Approval workflow
Hybris - SAP Integration Scenarios
From „Asynchronous“ via “Hybrid” to „Synchronous“
Client interaction through and within hybris. Orders are created in hybris.
hybris stays independent from SAP back-end
Transfer of master data for products, prices, inventory, client (optional) and order status from SAP ERP to hybris. Transfer of orders from hybris to SAP ERP.
Integration through asynchronous communication (iDocs)
Integration method often preferred in B2C and simple B2B scenarios using price lists
For complex B2B scenarios as well as with clients who heavily invested in SAP back-ends (e.g. client specific pricing, sourcing, credit limit check, …)
Transfer of master data for solutions, prices and clients from SAP ERP to hybris.
Integration mainly through synchronous communication via JCo/RFC (asynchronous for products)
Client interaction in hybris (catalog, search, navigation, …). Order creation directly in SAP ERP backend .
Solutions
asynchronous communication
mainly synchronous communication
Orders
Prices
Inventory
Clustomers
SolutionMaster
Orders
Pricing Conditions
Customer Master
Solutions
SolutionMaster
Orders
Pricing Conditions
Customer Master
Solutions
asynchronousand synchronous communication
Orders
Prices
Inventory
Customers
SolutionMaster
Orders
Pricing Conditions
Customer Master
Client interaction through and within hybris. Orders are created in hybris
hybris stays independent from SAP back-end Transfer of master data for solutions, prices,
client and order status from SAP ERP to hybris. Transfer of orders from hybris to SAP ERP.
hybris calls SAP back-end synchronously for real-time data, e.g. client specific pricing
Integration through asynchronous (iDocs) and synchronous (JCo/RFC) communication
Customers
Providing a seamless customer journey for Business Services firms
THE CUSTOMER MARKETING TARGETING AND
PERSONALIZATION e-COMMERCE SERVICES BILLING
LOYALTY MANAGEMENT
SALES + SERVICE (Rental+Plant Hire)
Challenges in professional servicesFor head of sales
Lower proposal request to delivery cycle time (in days)*
Higher proposal conversionrate (in %)*
Higher sales achievement as a percentage of target where team selling happens
37%
59%
19%
* For top 25% of organizations than average performersSource: SAP Performance Benchmarking
Manage and leverage relationships to identify and win new business
Enable everyone in the firm to sell
Provide 360 degree view of every client
Foster and build collaboration
TURN insight INTO ACTION
Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way
Comprehensive customizable KPI tiles, reports, and dashboards
Sophisticated analytics infrastructure Simplified ad-hoc and custom reports Deliver intelligence where needed
Know your customer
Bring back-office to the front office. Get back-office information pushed to you in
real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information.
With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your customers and accounts.
Collaborative Bid ManagementEngage in collaborative selling, generate successful bids, and execute profitable projects
PROJECT PLANNING
Create and revise engagement budgets
BID ANALYTICS
Analyze previous bids and resulting engagements
PIPELINE MGMT
Track real-time sales performance with pre-built dashboards
PURSUIT
Collaborate with team members and sales network
PROJECT EXECUTION
Review engagement results in detail with plan and actual data
PROJECT FORECASTING
Monitor the progress throughout service delivery and forecast outcomes
PROJECT ANALYTICS
Review and drill into project results
SAP Cloud for Customer
CLIENT INSIGHT
Manage accounts & opportunities and gain a 360-degree customer view
SAP Commercial Project Management
80% of profitability is determined at the bid stage and more than half of all projects do not deliver to plan
End-to-end process with SAP Commercial Project Mgmt.
SELL
PLAN
MONITOR
EXECUTE
Project Lifecycle
Client and Project
Acquisition
Bid Estimation
Resource Management
Project Setup and Planning
ProcurementTime and Expenses
Forecasting
Issue and Change
Management
WIP, Billing, Invoicing
Controlling and Analytics
C4C, SAP CRM
CPM Financial Planning
SAP MRS
SAP ERPConcur, SAP ERP
CPM Financial Planning
CPM Issue and Change Mgmt
CPM Workspace SAP ERP
CPM Workspace
CPM, SAP ERP
Demo: Demand Side: Collaborative Bid Management
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment Rental
Event / Customer Operate & Pay Call off Drop PayRequest Confirm Receive
BusinessAdministrator
Rental Coordinator
Logistics Calloff
Rental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Cate
gory
Gro
up
Product Line Excavators
300
301
302
302.4D 302.2D 302.7D Mak
e +
Mod
el
Serialnr: 1xxxxx92
Serialnr: 1xxxxx93
Serialnr: 1xxxxx94
Equi
pmen
t
302.4D 302.4D 302.4D
Equipment Structure
Compactors Dozers
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Customer Showcase: Equipment Rental Quote to Cash
Quote to Cash Equipment RentalBusiness
AdministratorRental Coordinator
Logistics CalloffRental Delivery Rental Return Quotation Contract
CycleBilling
FinalBilling
Campaign
Providing a seamless customer journey for Business Services firms
THE CUSTOMER MARKETING TARGETING AND
PERSONALIZATION e-COMMERCE SERVICES BILLING
LOYALTY MANAGEMENT
SALES + SERVICE (Rental+Plant Hire)
Rapid Solution Design
CREATE AND EVOLVE YOUR BUSINESS MODEL Cloud Pricing ModelUsage-charge
Lookup event typeCheck SLATariff based on Time & Date
If event class is premiumUpdate usage trackingCharge a flat fee
OtherwiseCharge a calculated fee
Monthly recurring chargeCheck historical usageCalculate corresponding fee
Solution Packaging
Quote/ Contract Mgmt
Usage Metering
Business & Pricing Model
Master Agreement
Usage Rating & Charging
Pre-Billing
Billing & Invoicing
Revenue Mgmt.
“The flexibility and speed at which we could create and modify price plans was second to none. It is so user friendly that now even non-technical financial managers are able to introduce new tariffs.”
Raphaël BichonProject Manager, SFR
Accurate Solution Billing
ENSURE ACCURATE and TIMELY BILLING
Combine billing data for services, projects and products into a single invoice view
Tailor invoices to clients’ requirements
Deliver preliminary invoice for review and approval
Provide informative summaries and details 27% fewer customer complaints when organizations expand billing and invoicing capabilities to meet customer needs
Source: SAP Performance Benchmarking
Solution Packaging
Quote/ Contract Mgmt
Usage Metering
Business & Pricing Model
Master Agreement
Usage Rating & Charging
Pre-Billing
Billing & Invoicing
Revenue Mgmt.
Digitalization ofServices and Solutions
Digitalization of Talent Network
Digitalization of Customer Engagement
SAP Hana Cloud PlatformSAP Commercial Project Management
SAP Cloud for Analytics
Digitalization ofWorkforce Engagement
Digital Core
SAP Multi Resource Scheduling
Commerce
Billing SAP Commercial Project Management
SAP CRM
Marketing
Customer Examples
SAP based Rental Operations – Customer Cases
UK based, equipment rentalSAP Hybris for multi-channel e-commerce240 Super centres and branches
Atlas Copco (Global), BelgiumSAP SI developed rental solution developed on SAP ERP for sales & serviceAtlas Copco equipment is rented globally on SAP
Jungheinrich (Global) Fork-Lift Manufacturer, GermanyGlobal sales & service subsidiaries running on SAP with extended rental capabilities to manage their global rental / fleet our-sourcing business.
Atlas Leipzig, Multi-Brand Dealer, Rental Business, Germany Midsized Regional Rental Business deployed SAP and operates the Rental Business on a Partner developed Rental Module (Add-On)
2.5 billion Euro13,000 employees
25 million EuroRevenue
Approx. 1000 employees
LIFT ONE, Hyster-Yale Rental Business (US) owned by CAT Dealer Carolina CATVertical Rental Integration was built based on SAP ERPAdvanced Rental scenarios such as ‘pay per usage’ have been added by leveraging equipment data
Customer Example
hybris Commerce B2C AcceleratorWeb, Mobile, Customer Service
UK & Irl, EUR & GBPBack-end integrationResponsive design
Customer Example
SAP ERP & 3rd Party Rental Package
+Customer Portal Platform
Developed by H&E Equipment
+Rental Yard Management
Control Room using Telematics, Logistic Integration etc.
Uniform Rental- Pickup- Delivery
- Laundry- Repair/Replacement
Uniform Services- Image- Identification- Protection
- Sanitation- Safety- Morale
Facility Services• Tile and Carpet
Cleaning• Mat Rental• Restroom Cleaning &
Supply
Not just a system issue…. customer engagement issue
Siloes of customer Interaction….
-Customer Interaction - Sales teams don’t know what other teams are doing with same customer
-Customer Satisfaction – not aware of negative or positive situations
-Customer Engagement – no consistency, no single view
SAP-Project Vision Statement:
The SAP Project will enable Cintas to improve key business processes, better service customers, increase profitability, enhance operational visibility, and establish a platform for global expansion.Cintas - Single view of the CustomerCustomer - Single view of CintasConsolidation of multiple, aging systems Reliable, accurate, real-time data that will improve our decision making Fewer manual processes and less rekeying of data Minimized manual reconciliation efforts Integrated global supply chain visibility Foreign and US import/export customs compliance International expansion capabilities
Future Digital Platform
Cintas eCommerce & eService Hybris Platform
Direct Sales & Strategic Markets (DSSM)
eCommerceeServiceRental
eCommerce
Launch Soon! 4th Quarter 2016 4th Quarter 2016
Connecting Customers & Cintas
eService
Today:• 6,200 Drivers (Legacy Mobile Devices)• Manual Communications Future:• Updated Mobile Device – process requests on-site; quality & consistency• eService Portal – customer self-service
Legacy Mobile Device
New Mobile Device
Desktop Tablet Mobile
Live Customers
eService Portal
Market view & motivation.
The price and profits of classical IT and TCservices and solutions are decreasing
Consumer and business customers inquires more and more ICT products, solutions and services
New ICT services – e. g. smart metering – allows ICT companies to enter new market segments and it is also the chance to increase the profit
New ICT business and market models – e. g. Cloud, SaaS, smart metering – requires a pay-per-used billing and an automated bulk processing
Source TM-Forum:“Successful Business and Cultural Transformation“
13th September 2012 62SAP Customer Reference Day "Consume-to-cash"
Order Place-ment
Charging (Guiding/Rating)
Service Reception
Generating Invoice Details
Close Contract
Implement Contract
Design Solution
Qualify Opportunity
ScopeOpportunity
Create Proposal
Bill Calculation & Presentment
Request to Offer / Contract Order / Usage to Cash
Configuration & Calculation
SolutionDesign Offering
CatalogueCustomerSpecific
Catalogues
Conf. & Calc Platform
SalSA (SAP CRM)
Account Management
Strategic Selling Opportunity Management
Complaint Management
CustomerData
Marketing / Campaigns
Bid Management
Customer Request
Customer Contract
IV. Future prospects.Set up of an „end-to-end“ application chain supporting „lead-to-cash“.
Customer self care
Customer shop Customer Catalog
CustomerInventory
Customer Portal / Shop
Order, charging & accountingCustomer Order
Management InvoicingCharging / Rating
ContractData
Customer Order
Invoice
01.05.2023 63SAP Reference -internal use-
64© 2015 SAP AG or an SAP affiliate company. All rights reserved.
TAKING ADVANTAGE OFHYBRID CLOUD
OBJECTIVE
SOLUTION• SAP Cloud for Sales• SAP CRM
• Enable collaboration across an organization of more than 65,000 client partners
• Know the customer’s interest to better engage with them
• Ensure success rate of winning deals
• Hybrid approach to cloud and on-premise leverages existing investments and meets local data and security requirements
• Enhanced real time reporting tailored to accounts, client engagements and targeted customers
• Improved and streamlined process improvement across sales and marketing provides improved customer service
BENEFITS
65© 2015 SAP AG or an SAP affiliate company. All rights reserved.
Empowering Field Sales with Real-Time Insights
OBJECTIVE SOLUTION
BENEFITS
SAP Cloud for Sales (integration with SAP CRM)
• Increase in customer engagement by identifying additional opportunities within each account
• Mobile and real-time access that provides complete customer information so sales can engage more effectively
• Complete visibility of sales opportunities, providing greater transparency into the business <VIDEO> :47
• Providing the right information at the right time to the right customer at the right price
Business Benefits
Business BenefitsKey value drivers enabled by SAP Hybris Solutions for Customer Engagement & Commerce
SAP CEC SolutionsSupporting non-linear growth Streamlining Sol. Sales and Billing Strategic Benefits
Increase sales via online channelsUp to 38%
Reduce Time-to-Market for new packaged offeringsUp to 40%
Higher bid conversion rateUp to 37%*
Improved Customer Retention
Simplify processesby up to 34%
Reduce time and cost to create invoicesUp to 74%
Reducethe number of bill disputesUp to 25%
Reduce DSOdue to accurate & timely billingUp to 27%
Lower IT expenditures (as a % of revenue) with a consolidated single solution and platform landscapeUp to 28%
Using standard solutionwith guaranteed maintenance by SAP
Enables business services companies to scaleand drive business growth
Source: SAP performance benchmarking, internal analysis and customer engagement data* For top 25% of organizations than average performers
THANK YOU!
Feel free to connect with us at:
http://scn.sap.com/community/professional-services
https://de.linkedin.com/in/matthias-barth
AppendixBackup Slides
The Digital Marketing Process
Intelligence through Predictive
Analytics
Personalized targeting &
orchestration
Explore & gain insights
Events & interactions
from all channels
Campaign execution
in all channels
Plan, measure & optimize
Market data & events
Sales & service data
Financial data
Big data industry
Social media, web E-mail, sms, traditional
Lead, opportunity
Interaction center
Personalized commerce
Digital & social channel
Capturing response
SAP hybris Marketing – PRODUCT VIEW
3rd Party Applications(for data & execution)
SAP hybris MARKETING
SAP Applications
* basics available ** roadmap
Acquisition* Conversion Retention**
Insights
Segmentation
Planning
Recommendation
Orchestration**
Batch & Events
Social providers
Mobile providers
Email Engines
Ad Providers
hybris Commerce
SAP ERP
SAP Sales
SAP Service
Marketing Data Management
Batch & Events
Deep domain experience in each of the 25 industries and 11 lines of business
Human CapitalManagement
Line
s of
Bus
ines
s
Industries
Customer Engagement& Commerce
Procurement
Finance
Extended Supply Chain1
Technology Telc
o
Pub
lic S
ervi
ces
Fina
ncia
l Ser
vice
Med
ia, S
ports
& E
nter
tain
men
t
Hea
lthca
re
Con
sum
er
Ene
rgy
& N
atur
al R
esou
rces
Dis
cret
e In
dust
ries
Serv
ices
1 Supply Chain, Logistics, Engineering/R&D, Manufacturing, Asset Management and Sustainability solutions
Industrial Machinery & Components Our Industry Expertise Helps Companies Run Better
75% of our customers aresmall and midsized businesses
Large 25%
Midsized 34%
Small 41%Large Enterprises: > 2.500 employees | > USD 1B in revenue
Midsized Enterprises: 100 - 2.500 employees | USD 50m – 1000m in revenue
Small Enterprises: > 100 employees | < USD 50m in revenue
Not just for the “big guys”
The digital economy is transforming business functions and industries
Customer Engagement
Business Networks & Supply Chain
Product Development & Operations
Finance
HR & Communication
TransformingBusiness Models Digital Core
Discrete IndustriesKey Facts
4 Industries
Our Vision
Facts
1 Source Analysis of Forbes Global 2000 rankings and SAP customer database, June 2013
97%of 2013 Forbes Global
2000 Discrete Industries Companies are SAP
customers1
37.000customers worldwide in all market
segments
~3 B€annual revenue
High Tech
Industrial Machinery and Components
AutomotiveAerospace
and Defense
We help discrete industries to run, grow and transform their business networks to better serve their customers in a digitized
world.
text text
text text
An integrated multi-channel customer experienceA complete sales solution powered by SAP and hybris
•Sales Front Office •SAP Cloud for Customer/Mobile, SAP CRM
hybris E-Commerce: Customer, Dealer Portal Internal Sales
XML/EDIPC Mobile
Back Office (sales, finance, asset management)SAP ERP
Analytics & Big Data SAP HANA
Print Catalog
Web Shop
Mobile Shop Call Center Marketplaces
Product Content Management
B2B Commerce Logic
Order Orchestration
Platform
TravelProcurementAssetLabour
Networks
POS
Trends in the Professional Services Market
YOUR COMPANY NEEDS TO TRANSFORM YOUR CLIENT INTERACTIONS.YOUR PROCESSES AND SYSTEMS NEED TO ENABLE GLOBALLY UNIFIED SOLUTION BUSINESS.YOUR COMPANY NEEDS TO SCALE UP FOR VOLUME AND EFFICIENCY.
B2B CLIENTS EXPECT CONSUMER-LIKE
EXPERIENCE.CLIENTS EXPECT TOTAL, GLOBALLY CONSISTENT,
SOLUTIONS.SERVICES ARE GETTING
COMMODITIZED.
Digital transformation
Example Journey– Simple Services/Solutions(e.g. Tax consulting service, Cloud Service with simple, non-usage based pricing)
Backend Systems
Omnichannel Customer portals
Decision maker:
Find and evaluate solution
Chose option(s) and purchase or request quote
Solution Management:
Define package and price solution
Service Delivery:
deliver requested services/solutions
manage/respond to support tickets
Solution Management:
set up solution & options in webshop
Decision maker:
receive invoice
dispute invoice
pay online with payment card
Sales:
Submit quotes on request
Backoffice:
bill delivered services
resolve disputes
collect payments
Users:
submit and track support tickets
webcontact centermobile
Client Service Provider
Solution Landscape – Simple/Standardized services/solutions
SAP Flexible Solution
Billing
SAP ERP
SAP Cloudfor Service
hybris
SAP Cloud for Sales
Solution DesignPackaging, pricing
Solution SalesQuote, Contract & Order
managementService Delivery Solution Billing
Omnichannel-commerceContent & Data ManagementCustomer Experience Management
Entitlement Mgt & MeteringService Ticket submission
Spend controlOnline Invoice Presentment
Online Solution ConfigurationQuote negotiationSelf-Service Contract, Renewal & Order MgtSelf-Service Organization Management
Catalog management
Everything is Turning DigitalIn the Professional Services Market
Source: tbd
of B2B buyers would primarily make business purchases online if given the option
of companies who have adopted E-Commerce found that it has fundamentally changed the way clients interact with them
of companies have articulated thatdigital transformation will become critical to their organizations within the next two years
88% 62% 30%
Selling and managing projects withSAP Commercial Project Management
Monitor & ControlExecutePlanInitiate / Sell
SAP Business Suite / S/4HANAOpportunity Management, Contract Management,
Billing, Project Structuring, Procurement, etc.
ERP PS ERP SD ERP MM …
3rd party scheduling
Primavera, MS Project
SAP EPC
Project Cost and Revenue Planning
Project Issue and ChangeManagement
Project Workspace
optional
MOBILITY Complete mobile apps,no extra cost Support for iPad, iPhone, Apple Watch
and Android & Windows devices Business Card Scanner Seamless UX with On-line
Real-time, scalable, powered by SAP HANA Simplified enhancement tools for power users Easily extended for tailored UX and business processes
PLATFORM
SELL SMARTER WITHSAP CLOUD FOR SALES
REAL-TIME ANALYTICS Dashboards, ad-hoc reports, forecasting Inclusive of front and back-office data Mash-ups with SAP BW & Business Objects Custom dashboards, KPIs, and reports
ACCOUNT MANAGEMENT& INTELLIGENCE Fast Account & Contact Updates 360 Customer Intelligence
OPPORTUNITY MANAGEMENT & INSIGHT• Easy Lead, Opportunity, Activity, and Visit Mngt• Guided selling, tailored sales methodology Competitor insight, Partner Management
COLLABORATION & SOCIAL Feeds, Followers and @mentions Internal, Customers, Partners Deal Sites Social Selling
INTEGRATION Pre-built integration to SAP ERP & CRM, SAP
JAM, InsideView, D&B 360, Xactly & more Mashups with most other apps
GROUPWARE INTEGRATION Full-Featured support for MS Outlook ,
Google Gmail and Lotus Notes, Server side via Riva (e.g. Office 365)
Quote & Order Management• Integrated pricing and
transactional document creation with SAP ERP or CRM
• CPQ through partners
• Productivity & Personalization• Flags• Tags• Shelf• Field
• Extensions• Workflow
• Map Views• Graphical Views• Quick Creates
TURN insight INTO ACTIONWITH PREDICTIVE ANALYTICS
Dynamic PlaybookGet the right products, people and partners to maximize chance of winning the deal
Deal FinderDiscover new leads and uncover new opportunities with existing accounts
TURN insight INTO ACTION
Access to real-time customer analytics and sales data in the context of accounts and opportunities to engage and connect with customers in a personal, relevant way
Comprehensive customizable KPI tiles, reports, and dashboards
Sophisticated analytics infrastructure Simplified ad-hoc and custom reports Deliver intelligence where needed
TURN insight INTO ACTIONWITH PREDICTIVE ANALYTICS
Dynamic PlaybookGet the right products, people and partners to maximize chance of winning the deal
Deal FinderDiscover new leads and uncover new opportunities with existing accounts
MORE TIME SELLING – LESS ADMIN
Get the information you need, when you need it
Modern SFA solution to manage and automate complex business processes and accelerate productivity ensuring all customer interactions
Personalize your experience and get quick access to the information you need
Built-in social collaboration and productivity applications keeps all conversations in one place and no double data entry
Know your customer
Bring back-office to the front office. Get back-office information pushed to you in
real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information.
With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your customers and accounts.
Cintas Services
OVER 420 B U S I N E S S L O C A T I O N S
1,000,000 CUSTOMERS
30,000 Partners8th L A R G E S T F L E E T I N T H E U N I T E D S T A T E S
Corporate Headquarters:
Cincinnati, Ohio
Built for Desktop Mobile First
Multi Channel Omnichannel
Front Office Only Front & Back Office
Predicting the Future in Real-timeReporting on the Past
Blending Physical & Digital Separating Physical & Digital
FROM CRM TO CEC – A PARADIGM SHIFTSales, Service, Marketing
“Automation”Marketing + Sales + Commerce
+ Service