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Provide Omnichannel Service Excellence with the 3I's of Customer Service 1. Personalized Interactions 2. Customer Insight 3. Enterprise Integration
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© 2014 SAP AG or an SAP affiliate company. All rights reserved. 1 Internal
Innovate
with the 3 I’s of Customer Service Excellence
Hansen Lieu
SAP Cloud Marketing
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 2 Internal
THE WORLD OF CUSTOMER SERVICE HAS CHANGED
HAVE GREATER CHOICE
ARE MORE OPEN TO CHANGE
ARE MORE EMPOWERED
TODAY’S CUSTOMERS
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 3 Internal
THEY EXPECT COMPANIES TO: Be more proactive Be better informed than they are Be one step ahead of them Be present where they are
CUSTOMERS HAVE MORE CHOICES THAN EVER, SO THEIR EXPECTATIONS HAVE GONE UP
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 4 Internal
SOURCE - CUSTOMER MANAGEMENT IQ EXECUTIVE REPORT
WITH 88%
OF ALL ORGANIZATIONS DELIVERING A MULTI-CHANNEL SERVICE EXPERIENCE, THE DIFFERENTIATING FACTOR WILL NOW BE IN THE QUALITY OF THOSE INTERACTIONS.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Internal 5 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
- Nelson Boswell
Here is a simple but
powerful rule: always give
people more than what
they expect to get.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 6 Internal
INCORPORATE SYSTEM INNOVATIONS TO DELIVER A HIGHER QUALITY OF SERVICE Deeper customer INSIGHTS INTERGRATION across channel and enterprise solutions More personalized INTERACTIONS
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 7 Internal 7 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
CUSTOMER INSIGHT
CONNECT THE DOTS
Who is the customer? Past service interactions across any channel Prior purchases Customer life time value
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 Internal
ENTERPRISE INTEGRATION
LEVERAGE THE ENTERPRISE
Complete and consistent data and processes across solutions Collaborate to solve customer problems Omni-channel customer service
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 9 Internal
PERSONALIZED INTERACTION
DELIVER THE UNIQUE EXPERIENCE Know the customer beyond service Cater to customer preferences Anticipate their needs and interests Humanize the experience
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 10 Internal
Customer INSIGHT Enterprise INTEGRATIONS Personalized INTERACTIONS
THE THREE I’S OF CUSTOMER SERVICE EXCELLENCE
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 11 Internal 11 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
Feel free to connect with me at : [email protected]
@hansentweets
http://www.linkedin.com/in/hansenlieu
THANK YOU!
Agent Assisted Service
SAP Cloud for Service
SAP Business Communications Management (BCM)
SAP JAM
Self-Service
SAP HANA Cloud Portal, Support site option
Social Customer Service
SAP Cloud for Social Engagement
SAP Social Media Analytics by Netbase
SAP JAM
CLOUD
SAP CRM Interaction Center
SAP CRM Service
SAP Business Communications Management (BCM)
ON PREMIS
Field Service Management
SAP Cloud for Service (mobile app included)
SAP Cloud for Social Engagement
SAP 3D Visual Enterprise
SAP CRM Service Manager mobile app
SAP Workforce Scheduling & Optimization by Clicksoftware
SAP Multi Resource Scheduling (MRS)
Visit SAP.com for more information on SAP Customer Service Solutions
http://www.sap.com/solution/lob/customer-svc.html