Reimagine Customer Engagement with SAP Hybris hybris © 2017 sap se or an sap affiliate company. all rights reserved. 2 s/4 hana sap cloud platform sap intuitive user experience

© 2017 SAP SE OR AN SAP AFFILIATE COMPANY. ALL RIGHTS RESERVED. 1

CONVERGE. SCALE. CARE FORWARD WITH SAP.

Rebecca Cranmer, Solution EngineerKristin Zakiewicz, Solution Engineer

Reimagine Customer Engagement with SAP Hybris


S/4 HANA

SAP CLOUD PLATFORM

SAP INTUITIVE USER EXPERIENCE / DEVICE INDEPENDENT

SAP BUSINESS COLLABORATION

SAP HANA

THE POWER OF AN INTEGRATED DIGITAL PLATFORM

HUMAN RESOURCE

MANAGEMENT

CUSTOMER SERVICE & SALES

SUPPLY CHAIN MANAGEMENT

COMMERCE & MARKETING PROCUREMENT FINANCIAL

MANAGEMENT


• Introductions

• What is SAP Hybris?

• E2E Demo Scenario

• Feature 1: Commerce

• Feature 2: Sales

• Q&A

AGENDA

Kristin ZakiewiczSolution Engineer

3 years at SAPHilton Head Island, SC

Rebecca CranmerSolution Engineer2.5 years at SAPCharleston, SC



What is SAP Hybris?


DIGITAL TRANSFORMATIONIS DISRUPTINGYOUR BUSINESS


WHO IS THE DISRUPTOR?


IT’S THE CUSTOMER


CUSTOMERS ARE HARDER TO ENGAGE THAN EVER BEFORE...

99.76%of online ads are ignored.Source: Google

60%of consumers abandoned a purchase due to a poor service experience.Source: American Express Global Barometer

57%of the buying process is completed before a first interaction with sales.Source: Customer Executive Board


SAP HYBRIS

Experience Management

Commerce Marketing Sales Service Revenue

SAP HANACustomer | Product

WEB MOBILE IOT SOCIAL EMAIL PRINT AGENT TOOLS

IN STORE/BRANCH

CONTACT CENTER

MARKET-PLACE

SMS/NOTIFICATION

SEARCH ADS / SEO

DIGITAL ADS

DIGITALGOODS


SAP HYBRIS

Experience management

Commerce Marketing Sales Service

SAP Hybris Commerce

Revenue

SAP HANA

Deliver Exceptional Experiences

Be Consistent Across Channels

Serve Relevant Content in Real-Time

Empower Buyers


SAP HYBRIS



SAP Hybris Marketing

Revenue

SAP HANA

Enrich Your View of

Customers

Anticipate Customer Behavior

Market in Context

Create Loyal Advocates


SAP HYBRIS



SAP Hybris Sales Cloud

Revenue

Sell Anywhere, Anytime

Turn Insight into Action

Sell More, Admin less

Know Your Customer

SAP HANA


SAP HYBRIS


Commerce Marketing Sales Service Revenue

SAP HANA

SAP Hybris Service Cloud

OmnichannelEngagements

Personalized Interactions

Mobility Integrated with Your Enterprise

Quick resolutions



E2E Demo Scenario


Digital TransformationCommerce


Digital TransformationService


Digital TransformationSales


Digital TransformationMarketing




FEATURE 1: COMMERCE


MODERN CUSTOMER ENGAGEMENT & COMMERCE REQUIRES

Complex Rules and Promotion Management

Omni-Channel TouchpointIntegration

Powerful B2B Commerce Capabilities

Modern Data Integration Tools

Advanced Personalization and Marketing

Order Management for B2C and B2B

Advanced Search and Navigation

Powerful Product Content Management

Fully Integrated Web Content Management and Merchandising Tools

Support for Complex Product Bundles and Configurations


MEDTRONIC

• Getting a clear view of customer needs

• Standardize the customer experience by streamlining the product ordering process

• Improve processes by going digital

• The customer’s life is easier with a simple and convenient way to access product information online

• Global sales reporting processes are standardized, so sales reps can spend more time with customers

• Faster, richer analysis across 140 countries and touching 8 million people

• Expansion through Direct-to-consumer launch, customer loyalty and retention programs, and utilizing new customer insights

• From 3 hours to 3 minutes in query time

• Up to 70% of their patient install base is registered with the Hybris solution

• 85% reduction in Customer Service efforts

Keeping Pace with Chronic Medical Conditions with SAP HYBRIS COMMERCE

OBJECTIVE BENEFITS ROI



FEATURE 2: SALES


SAP Hybris Sales Cloud Go beyond traditional selling

Opportunity Management & Insight• Easy Lead, Opportunity, Activity Management & timeline • Tailored sales methodology, Guided Selling• Competitor insight, Partner Management• Notes History

Account & Territory Management• Account & Contact Update, Merging, Relationship

management• 360 Customer Intelligence, Change history• Territory management & Alignment

Collaboration & Social• Feeds, Followers and @mentions• Internal, Customers, Partners• Deal Sites, Social Selling

Integration with Back-office/Collaboration• Pre-built integration to SAP ERP & CRM, SAP JAM• Partners like InsideView, LinkedIn, Xactly & more• Mashups with most other apps

Real-Time & Predictive Analytics• Embedded & Custom Dashboards, Forecasting• Mash-ups with SAP BW & Business Objects• KPIs, embedded & ad hoc reporting• Broadcasting• Local & Global Administration

Groupware Integration• Full-Featured support for MS Outlook ,

Google Gmail and Lotus Notes, Server side via partner (e.g. Office 365)

• Real-time, scalable, powered by SAP HANA• Simplified enhancement tools for power users• Easily extended for tailored UX and business processes

PlatformMobility• Complete mobile apps, no extra cost• Support for iPad, iPhone, Android, MS Windows, Watch• Responsive UI with Off-line support• Business Card Scanner

Quote & Order Management• Integrated pricing and transactional document

creation with SAP ERP or CRM• Mobile online & offline order capture• CPQ through partners• Signature Capture

Visit Management & Execution• Complete Activity and Task Management• Visit and Route Planning and Execution, Map Views• Survey Design and Execution

Productivity & Personalization• Flags• Tags• Shelf

• Quick Creates• Field Extensions• Workflow

• Map Views• Graphical

Views• Create leads and activities from marketing campaigns• Display success measures for campaigns based on

related leads, opportunities or activities

Integration with Hybris Marketing


Sell anywhere, anytimeMobile-first approach

• Full-featured, seamless experience from on-line to mobile

• Engage in real time with your customers, manage your activities, and track your performance, even when you’re offline


Email integration

• Provide sales and service users with familiar and easy to use environment

• Bi-directional synchronization of:

• Appointments – Tasks - Contacts

DRIVE YOUR BUSINESS FROM YOUR EXISTING TOOLS

DESCRIPTION

• Groupware integration allows for the sales rep to easily link their appointments, e-mails, and tasks with their accounts in the Cloud for Customer, keeping the interactions with the customers up to date.

KEY DIFFERENTIATORS

• Native support for Outlook, Lotus Notes and Gmail

More time selling – less admin


Turn insight into actionAnaytics

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 and drive automation where

needed using machine learning to predict and guide sales



• Effectively personalize and enhance customer experiences to increase lifetime value

• Provide proactive, relevant service to a diverse clientele

• Simplify and integrate disparate systems across departments to unify operations

• Better-informed decision making using instant reports to the executive team s and customer support

• Single Source of Truth: that allows real-time data sharing among sales, customer service, and business leaders

• Increased sales productivity by storing all customer activities in one place.

• 16 weeks: implementation on schedule and within budget

• 15-20%: Increase in sales opportunities

• 29% reduction in IT spend

Simplifying the complex sales buying journey SAP HYBRIS SALES CLOUD



• Effectively personalize and enhance customer experiences to increase lifetime value

• Provide proactive, relevant service to a diverse clientele

• Simplify and integrate disparate systems across departments to unify operations

• Better-informed decision making using instant reports to the executive team s and customer support

• Single Source of Truth: that allows real-time data sharing among sales, customer service, and business leaders

• Increased sales productivity by storing all customer activities in one place.

• 16 weeks: implementation on schedule and within budget

• 15-20%: Increase in sales opportunities

• 29% reduction in IT spend

Simplifying the complex sales buying journey SAP HYBRIS SALES CLOUD



Q&A



Rebecca Cranmer & Kristin Zakiewicz

THANK YOU


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Reimagine Customer Engagement with SAP Hybris hybris © 2017 sap se or an sap affiliate company. all rights reserved. 2 s/4 hana sap cloud platform sap intuitive user experience