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Werner Schmidt
Product Management
SAP Cloud for Customer
SAP Summit
Salzburg, 21. April 2015
Service Management in der Cloud Customer Service und Field Service mit Cloud for Customer
INNOVATE IN CLOUD: COMPREHENSIVE SAP CLOUD FOR CUSTOMER PORTFOLIO
SAP Cloud for Sales SAP Cloud for Service
SAP Cloud for Social Customer Insight
SAP Cloud for Marketing
SAP CLOUD FOR CUSTOMER SAP STRATEGY FOR CLOUD FOR SERVICE
Complete omni-channel customer service incl. social, IoT, mobile, portal, phone/mail, …
Covering main service process, like “Customer Helpdesk”, “Technical Service”,…
Leveraging hybrid scenarios to integrate SAP On-Prem with Cloud for Service, incl. deep vertical solutions, such as for Utilities, High Tech, IM&C, ….
Built on latest HANA technology to innovate in key areas such as analytics, predictive and M2M
Open and extensible solution strategy with SAP at the core and complementing partner ecosystem capabilities
CLOSED LOOP ENTERPRISE PROCESSES End-to-end integrated process automation
OPEN FRAMEWORK Leverage existing solutions, partners, or build your own
UNIFY THE CUSTOMER VIEW Develop a holistic customer view and enable complete context
TALENT RETURNS FINANCE TIMESHEET
SAP HANA CLOUD PLATFORM
OMNICHANNEL SUPPORT
PREDICTIVE SERVICE
CUSTOMER SERVICE FIELD SERVICE
SELF-SERVICE SERVICE ORDER MANAGEMENT
MOBILE RESOURCE
SCHEDULING
KNOWLEDGE
PREDICTIVE ANALYTICS
WEB MOBILE CALL CENTER
EMAIL SOCIAL CHAT IoT
PARTS
SOCIAL COLLABORATION SALES
SAP Portfolio Overview for Cloud for Service
Intuitive Service Ticketing Solution across multiple Channels
• Multi-channel service ticketing offers unified agent experience across various channels: email, web, chat, phone, mobile, online (manual), social channels (facebook/twitter), sms
• Email Response Management captures complete conversation history at one single place and maximizes agent efficiency
• Sophisticated routing and escalation rules ensure that cases are always handled by the right person
• One Object (= „Ticket“) for all service types: notification, work order, service request. ….
End-to-End Field Service Management
Omni-channel support
Service ticket handling
Knowledge management
Approval workflow
Warranty, Contract and SLA determination
OMNI-CHANNEL CUSTOMER
SERVICE
Planned labor and parts
Planned tasks and checklists
Advance shipment of parts
Optimize schedule and resource assignment
PLANNING & RESOURCE
SCHEDULING
Parts confirmation, ordering (*) and returns
Van Stock, Parts catalog, Barcode scanning (*)
Time Recording and Expenses (*)
Counter readings (*)
Work Instructions
Visit reports and customer signature
FIELD SERVICE EXECUTION &
CONFIRMATION
Billing
Cost allocation and revenue recognition
Parts logistics
Real-time reporting and KPI’s
FINANCE, LOGISTICS & ANALYTICS
Manage customer installations
Service & Parts catalog, and CPQ (*)
Manage service contracts and maintenance plans (*)
QUOTE & SERVICE
CONTRACT
Routing, queuing and escalation
Social collaboration and real-time communications
Predictive maintenance and service
TECHNICAL & REMOTE
SUPPORT
(*) Roadmap
ECC Integration
Customer Material Pricing
Account
Prospect Contact
Person
Product
Work Ticket
Sales
Quote
Billing
Request Invoice
SAP Cloud for Customer
External Pricing
SAP ERP
Ibase &
Registered
Product
Functional
Location &
Equipment
Timesheets (CATS)
Goods issue from
Technician Stock
Follow-up,
incl. pricing
Internal Order
EC
C A
dd-o
n
Revenues
Costs
Costs
Release to ERP,
incl. Pricing
Advance
Shipment
Goods Issue
or Return
Costs
Visit
Delivery
information
What’s New in Cloud for Service 1505 - Overview
Platform
Workflow enhancements
Upload Service Category via Spreadsheet
Text analytics using HANA
Performance improvements on Agent Workspace
Core Service Enhancements
Master Ticket & Linking (Basic Case Management)
Email Process - Support Multiple TO addresses in the Email process
Email Process - Support Default customer for B2C scenario
Add Channel and Channel Type to SLA determination
Ipad app UI Items Facet
Contact Center and Channels
Twitter: improve usability of Twitter direct message response
Portal: enable proactive portal responses
CTI for Employee Support & emplyee ticket quick create
Push Routing- Live Activity - BCM soft controls – POC
Installed Base and Registered Products
ERP Equipment/Functional Location Replication
Enable Installed Base BO and Installation Point BO for PDI
Data Migration and Mass Data Maintenance
Custom Involved Parties and BC fine tuning option for involved parties
Competitor Products: Add Competitor Products at Ibase Level
Field Service enhancements
External Pricing in Ticket
Copy quote pricing to Ticket
Coverage Indicator
New tabs for Service, Parts, Expenses, Time
Expenses (for billing purposes only)
Time entry and Time Report
Advanced Shipment: confirmed delivery quantities and dates
Warranty determination from Installation Point
SLA enhancements
Business Analytics Enhancements for Service
Data Source Name changes
New Ticket Data Sources
Updated Ticket Data Sources
New Install Base Data sources
New Time Recording Data Sources
Future of Service
IoT and Predictive Analytics Concept Showcase
Field Service Management in Cloud for Service
1311 - 1408 1411 1502 1505 H2 2015
ECC Billing ECC Timesheets &
Controlling
SLA &
Covered Objects
iPad, iPhone &
HTML5 online
MRS integration /
Visit & Calendar
ECC Technician
Stock ECC Adv. Shipm.
Delivery information
External Pricing Quote-to-ticket
Tasks, Surveys, PDF
Summary, Signature
Installed Base Registered Product
& Warranty
Installed base in
ticket
External Pricing &
Coverage Indicator
CONTRACT
INSTALLED BASE
QUOTE
WORK TICKET
SCHEDULING
MOBILE
FINANCE
PARTS ECC Advanced
Shipment & Returns
ECC to C4C
Equipment iFlow
today
Responsive
HTML5
Time entry &
Expense reporting
Multiple technicians
on ticket / Territory
Ticket approval &
Social Collaboration
Contract approval &
workflow
Offline Surveys
Quote-to-ticket
including pricing
Visual Enterprise &
Knowledge Mgmt
SLA enhancements
Thank You!
Werner Schmidt Product Management CRM, Middle & Eastern Europe SAP SE
Werner Schmidt Cloud for Customer OPM
SAP SE
+49 6227 748289
