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Andreas Heckmann
EVP & Head of Customer Success ServicesSAP Digital Business Services, SAP SE
THE INTELLIGENT ENTERPRISE IN AN EXPERIENCE ECONOMY
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Our North Star – helping customers
become intelligent enterprises
© 2019 SAP SE or an SAP affiliate company. All rights reserved
CUSTOMER EMPLOYEE
GROWTH PROFIT
TRANSFORMATION
COO & CIO
CEO CFO
© 2019 SAP SE or an SAP affiliate company. All rights reserved
PEOPLE & CULTURE
BUSINESS PROCESSES
ENTERPRISE ARCHITECTURE
DATA MANAGEMENT & ANALYTICS
Fragmentation
Legacy Issues
Broken data model & analytics
Resistance
TRANSFORM YOUR BUSINESS FOR FUTURE GROWTH AND SCALABILITY
CUSTOMER EMPLOYEE
© 2019 SAP SE or an SAP affiliate company. All rights reserved
OperateDeliverManufacturePlanDesign
Network & Spend Management
Employee Engagement
The Intelligent Enterprise by SAP – ONE Seamless Customer Experience
Marketing Sales Services
Finance
SEAMLESS CUSTOMER EXPERIENCE
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Customer Experience
Network & Spend Management
Employee Engagement
The Intelligent Enterprise by SAP – ONE Seamless Customer Experience
SEAMLESS CUSTOMER EXPERIENCE
Marketing Services OperateDeliverManufacturePlanDesign Manufacturing & Supply Chain
Digital Core
Sales
Finance
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Intelligent Business Processes With SAP Leonardo
Customer
ExperienceManufacturing &
Supply Chain
Network & Spend
Management
Employee
EngagementDigital Core
Big Data Machine
LearningBlockchain Internet
of Things
SAP Leonardo
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Customer
ExperienceManufacturing &
Supply Chain
Network & Spend
Management
Employee
EngagementDigital Core
We Empower Decision Makers with End-to-End Real Time Steering
SAP Cloud Platform powered by HANA
% % % % % % % % %
Real time steering across the value chain
Reporting | Predictive Analytics | Integrated Planning
© 2019 SAP SE or an SAP affiliate company. All rights reserved
The Intelligent Enterprise
Customer
ExperienceManufacturing &
Supply Chain
Network & Spend
Management
Employee
Engagement
Intelligent Suite
Intelligent Technologies
Digital Platform
Data Management Cloud Platform
SAP Leonardo
Digital Core
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAP S/4HANA Adoption
2015 2016 2017 2018 2019
Adoption of SAP S/4HANA is kicking in by offering unique potential
across all Lines of Business.
10,500+ Licensed customers
40%Net new customer share
Ahead of R/3
Adoption
Accelerated
Cloud Growthin Finance and Professional Services
10,500+
132
# of Licensed customers
© 2019 SAP SE or an SAP affiliate company. All rights reserved
What is the Customers Experience
YOU provide today?
80% ofcompanies
feel theyprovide a
greatexperience
8% of
customers
agree
The Experience Economy X+O
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Experience Management runs best with the SAP Intelligent Enterprise
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Experience ManagementCollect, analyze, and act on
human sentiment and feedback
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Intelligent Suite Automate day-to-day
business processes
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Digital PlatformUnlock data-driven intelligence and innovation
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAP itself is becoming
an Intelligent Enterprise
© 2019 SAP SE or an SAP affiliate company. All rights reserved
2012 2015 2017 2019 2020
Cloud SubscriptionRevenue
*extrapolation based on current growth plans
On PremiseLicense Revenue
SAP Cloud Subscription vs. On-Premise License RevenueIn EUR
~9,6bn*
~4,0bn*
SAP´s Business Model Transformation
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SEAMLESS CUSTOMER EXPERIENCE SEAMLESS EMPLOYEE EXPERIENCE
SAP’s Business Model TransformationHow to transform BUSINESS PROCESSES
REDEFINE PROCESSES
• Listen to customers and end
users
• Design Thinking Workshops
END TO END FOCUS
• Harmonize customers
experience across value
chain
FLEXIBILITY FOR NEW
BUSINESS MODELS
• Pay as you go
• Commerce
• Data as a Service
STANDARDIZATION
• Automation of repetitive
transactional processes
• Simplification of processes
to increase agility and
customer retention
INTELLIGENCE
• Define required data
sources to automate and
steer business
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAPs Business Model Transformation –How to transform ENTERPRISE ARCHITECTURE
Broken End-to-EndProcesses
Applications~880 Productlines
per PPMS
Different Domain Models
20+Platforms / DB
25+Infrastructures …
OVER 20 DIFFERENT TECHNOLOGY STACKS AND A MISSING TO-BE ARCHITECTURE RESULT IN MANY CUSTOMER CHALLENGES
ERP ECC 6.0CRM
SRM
Hybris Marketing
Customer,
Product
Customer,
Supplier, Product,
Worker,
Timesheet
Employee,
Timesheet,
Cost Object
Supplier, Worker,
Timesheet,
Cost Object
Customer, Supplier,
Product, Assets
Customer, Supplier,
Product, Worker,
Timesheet, Cost
Object
.NET ABAP Platform NetWeaver Java … +16 SCP
BROKEN CUSTOMER AND EMPLOYE EXPERIENCE
Marketing Service &
Support
Spend
Management
Human
ResourcesSales Finance
SAP HCM
Travel & Expense
ManagementSuccessFactors
APPLICATIONS
Customized Legacy
Applications
DIGITAL PLATFORM
Various Platforms
with Unaligned Data
Sources
INFRASTRUCTURE
Various
Infrastructure
Layers with
High TCO
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAPs Business Model Transformation –How to transform ENTERPRISE ARCHITECTURE
End-to-EndProcesses
Applications
ONEDomain Model
ONEPlatform / DB
Multi CloudInfrastructure …
Digital Supply
ChainSAP C/4HANA
Lead to Cash Design to Operate Finance and Total Workforce ManagementSource
to Pay
SAP
S/4HANA
Industry
Solutions
Success
Factors
Spend
Mgmt.
Partner &
SCP Apps
SCP
SEEMLES CUSTOMER AND EMPLOYEE EXPERIENCE
Reusable Business Service and One Data Model
MOBILE
• Boost end user productivity
APPLICATIONS
• Agile IT projects with strong
business involvement
• Back to Standard
• Out of the Box integration
• Flexibility for new business
models
• Integrate partner apps to
boost productivity
LEONARDO
• Infuse innovations into core
processes (e.g. pricing)
DIGITAL PLATFORM
• Central business extension
platform
INFRASTRUCTURE
• HYBRID Landscape
• Multi-cloud Strategy
Mobile UISAP Leonardo
– ML | Robotics | IoT | Blockchain –
Qualtrics
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAPs Business Model Transformation –How to transform DATA MANAGEMENT & ANALYTICS
Manufacturing
& Supply Chain
Customer
Experience
Real time steering across the value chain
Reporting | Predictive Analytics | Integrated Planning
% % % % % % % % %
SAP Cloud Platform
Network & Spend
Management
Employee
Engagement
Digital
Core
We empower decision makers with End-to-End Real Time Steering
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SEEMLES CUSTOMER AND EMPLOYEE EXPERIENCE
DIGITAL SALES
10%
25%
Higher sales
productivityReduction of quotation
& approval time
DIGITAL FINANCE
5 Days
40%
Reduction of Quarter-
End-Close process
higher process
automation
DIGITAL MARKETING
5x
+20%
Increased lead to
opportunity conversion
Pipeline via
Omnichannel Marketing
CUSTOMER RETENTION
5%
30%
Renewal rate increase
Usage based license
models
SAP’s Business Transformation – Business Benefits
DIGITAL SPEND
MANAGEMENT
10%Annual sourcing
savings
DIGITAL HUMAN
RESOURCES
15%
46%
Higher staff retention
Faster hiring cycle
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Customer Success Services
Improvements for our customers
© 2019 SAP SE or an SAP affiliate company. All rights reserved
A B C D …
Support Channels
classified, aligned Input
Intelligent Support
Making Support Intelligent Improved Multi Channel Support
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Live Business needs live supportNext-Generation Support for the intelligent enterprise
+Traditional
SAP support
Industry-leading
proactive and preventive
support across all
deployment scenarios
Next-Generation
Support
Groundbreaking
support for the
intelligent enterprise
Self-service and incident
prevention
Real-time interactionExpert Chat, Schedule an Expert
Digital support experienceSeamless integration
with built-in support
AI and machine learning
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Next-Generation Support: Extending the value of supportChannels and technology
2017+
Release Center:
pilot
Nov. 2016
Pilot for customers of SAP
SuccessFactors solutions,
dashboard for easier
release preparation
SAP ONE Support
Launchpad
Aug. 2016
New SAP support
platform and new
SAP Fiori apps to all
SAP customers
1DX – SAP Support
Portal: preview
Oct. 2016
Cloud Availability
Center: pilot
Sept. 2015
Schedule an
Expert: pilot
Pilot for customers of
SAP SuccessFactors
solutions to schedule
expert sessions
June 2016
Social media
program
Improving the design,
process, and oversight
of support-focused
social media channels
Sept. 2016
Finding SAP
Knowledge Base
Article documents
via Google search
SAP Knowledge Base
Article search via Google
CALL-1-SAP
Apr. 2014
Consolidation of
inbound numbers to
one universal, free
phone number
Expert Chat
General release to
SAP customers:
ability for real-time
support via chat
June 2016
Customer Interaction
Center chat
Dec. 2016
Offering chat as a new
live-contact channel for
nontechnical assistance
Apr. 2014
SAP ONE
Support
Harmonization of
the digital support
experience
SAP Customer and
Partner Outreach
Dec. 2016
WhatsApp pilot for SAP
Solution Manager and
selected support for
SAP NetWeaver
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Next-Generation Support: Extending the value of supportChannels and technology
SAP ONE Support
Wave 2
Jan. 2017
June-Aug. 2017
Schedule an Expert
Rolling out Schedule
an Expert to all
customers
Harmonized support
offerings and SLAs for cloud
solutions from SAP; unified
access to support with
universal free phone
number, now incl. Concur,
SAP Ariba and SAP
Fieldglass solutions; incident
dashboard for SAP
MaxAttention customers
Guided Answers
May 2017
Rollout for finding
answers with
structured decision
trees
SAP ONE Support
system overview
May 2017
End-to-end view on
landscape extended
to Concur and SAP
Ariba solutions
May 2017
Built-in support preview
SAP S/4HANA
Preview for SAP
S/4HANA: Demo initial
features for a digital
support assistant based
on SAP CoPilot
Aug. 2017
Built-in support
SAP S/4HANA Cloud
First digital support
assistant allows to
create incidents
within the solution
Sept. 2017
Cloud Availability Center
for SAP SuccessFactors
The Cloud Availability
Center becomes the
default dashboard for
SAP SuccessFactors
customers
New SAP Support
Portal released
Mar. 2017
Redesigned, mobile
optimized SAP Support
Portal
SAP Cloud Trust
Center
SAP Cloud Trust
Center delivers on
transparency, security
and compliance in the
cloud
May 2017 Sept. 2017
Schedule an Expert
Dedicated new
access points for
both live channels in
SAP ONE Support
Launchpad
Dec. 2017
Support by Product
Newly added product
pages in SAP ONE
Support Launchpad and
SAP Support Portal
provide at-a-glance view
of product-related content
SAP Incident
Dashboard
One stop incident
management to
provide holistic ticket
overview
May 2017
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Next-Generation Support: Extending the value of supportChannels and technology
Planned
Cloud Availability
Center: Extension to
further solutions (beta)
Dec. 2017
Personalized end-to-end
view on availability status of
customer’s cloud solutions –
beta extended to further
SAP cloud solutions
May 2018
Built-in supportSAP S/4HANA Cloud
Conversational user
interface for support
skills: Digital support
assistant to create
incidents and search
for help
SMS notifications
for SAP ONE Support
Launchpad
April 2018
SAP ONE Support
Launchpad offers text
message (SMS) as new
method for critical notices
April 2018
Fast, machine-generated
translations for SAP Notes
and SAP Knowledge Base
Articles (KBAs) in the SAP
ONE Support Launchpad
Automatic translation
Ask an Expert
Peer: Feature trial
Jan.-April 2018
Ask an Expert Peer
allows to receive answers
one-on-one from a
qualified and approved
industry expert outside
of SAP
SAP Knowledge
Base Articles: Responsive Preview
Previews of SAP
Knowledge Base
Articles are now based
on the SAP Fiori style
and responsive across
different mobile devices
March 2018 February 2019
Built-in supportSAP Integrated
Business Planning
Built-in support
launches for SAP
Integrated Business
Planning
November 2018
First AI-infused use case
in core support process
with incident solution
matching, providing
relevant answers faster
Incident Solution
Matching
Planned
Built-in supportSAP S/4HANA Cloud
and SAP SuccessFactors
Conversational user
interface: Enhanced
digital support
assistant incl. incident
solution matching and
machine learning
Planned
Further AI use cases
for support
Artificial
Intelligence
May 2019
Schedule an Expert
for open incidents
available for all priority
levels
Schedule an Expert
for open incidents
© 2019 SAP SE or an SAP affiliate company. All rights reserved
TSIA STAR Award
Technology Services
Industry Association (TSIA)
STAR Award for Best
Practices in Support
Services for Schedule an
Expert and finalist in the
Transformation of Support
Services category for the
Next-Generation Support
approach overall.
ASP Award
Top Ten Best Support
Websites 2018 for the SAP
Support Portal incl. the SAP
ONE Support Launchpad
from the Association of
Support Professionals
(ASP).
Next-Generation SupportExternal recognition – awards and benchmarks
Stevie Award siteIQ Benchmark
The SAP Support Portal
received recognition in the
siteIQ eBusiness Index’s
Online Support category
rankings, achieving first place
for usability with the highest
recorded score.
SAP Support won two
Silver Stevie awards – for
Innovation in Customer
Service for Next-Generation
Support, and in Best Use of
Technology in Customer
Service for the Schedule an
Expert service.
The New
Customer Success Services
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAP Digital Business Services
Project Success
Premium Success
Continuous Success
• The New SAP MaxAttention
• SAP ActiveAttention
• SAP Preferred Success
• SAP Enterprise Support
• Education services
• SAP Advisory Services
• SAP Innovation Services
• SAP Advanced Deployment
• SAP Value Assurance
• SAP Innovative Business
Solutions
*Available with SAP Value Assurance, SAP Advanced Deployment, and premium service offerings
Customer Success
SAP Model
Company*
Enabling the Intelligent Enterprise for the Experience Economy
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Customer Success Services offerings for the Intelligent Enterprise
SAP MaxAttention +
Option
Ultimate success offering
Strategic engagement with dedicated leadership team
Premium advisory, support and services
Successful large scale transformations
SAP Preferred SuccessAdvanced success offering
Insight-driven recommendations for adoption, consumption
and value realization
Learning, functional guidance and change management
SAP Enterprise Support
All solutions
Foundational success offering
Safeguard mission critical processes, capture innovation
opportunities and drive continuous optimization
Option
© 2019 SAP SE or an SAP affiliate company. All rights reserved
What can you expect next?
© 2019 SAP SE or an SAP affiliate company. All rights reserved
1970Part-time support
delivered by
developers
1980/1990Local/Regional
+ Development
Support
Global
„Follow the sun“
2000Real-time
support
2016Artificial
Intelligence
2018SAP Enterprise
Support
2008
Enablement Evolution of Support
© 2019 SAP SE or an SAP affiliate company. All rights reserved
1970
Part-time support
delivered by
developers
1980/1990
Local/Regional
+ Development
Support
Global
„Follow the sun“
2000
Real-time
support
2016
Artificial
Intelligence
2018
Customer contacts… SAP2019
SAP Enterprise
Support
2008
Enablement Evolution of Support
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Customer contacts… SAP2019
SAP contacts… Customer
1970
Part-time support
delivered by
developers
1980/1990
Local/Regional
+ Development
Support
Global
„Follow the sun“
2000
Real-time
support
2016
Artificial
Intelligence
2018
SAP Enterprise
Support
2008
Enablement Evolution of Support
© 2019 SAP SE or an SAP affiliate company. All rights reserved
SAP Cloud ALM
In the public cloud
Re-thought, newly designed, and built on modern cloud technology
Starts with trial and is for life
Ready for immediate consumption
Cost-efficient for customers
For the intelligent suite
For cloud-centric customers
Manages cloud and hybrid solutions
Supports every SAP solution
A brand-new, cloud-based Application Lifecycle Management offering.
This is the current state of planning and may be changed by SAP at any time.© 2019 SAP SE or an SAP affiliate company. All rights reserved
The bigger picture: SAP’s new ALM portfolio
Cloud
Standardized ALM
On-premise
Individual ALM
SAP Cloud ALM extends ALM
into the cloud and makes
ALM more standardized
SAP Solution
Manager
SAP Cloud ALM
SAP provides the right ALM solution for all customers!
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Qualtrics embedded in Customer Success Services
SAP Enterprise Support
Customer experience with support
interactions
Remote service experience
Experience with support solutions and tools
…
SAP Preferred Success
Already in use for experience with success
checks, business process optimization
Continuous customer and user experience
with implementation and adoption
…
SAP MaxAttention + Overall engagement experience
Single service experience
…
Ongoing
Customer
Success
Services
employee
experience
© 2019 SAP SE or an SAP affiliate company. All rights reserved
Invitation to a dialogue
Contact information:
Andreas Heckmann
EVP & Head of Customer Success Services
SAP Digital Business Services
SAP SE
Twitter: @AndHeckmann
LinkedIn: linkedin.com/in/aheckmann