Best Practices in Omni-ChannelCommerceS.Pranatharthi HARANHead of Business – SAP Hybris, South-East Asia

CUSTOMER EXPERIENCE

CUSTOMER INSIGHTS

DIGITAL TRANSFORMATION

Three Relevant Trends

SAYS THEIREXPECTATION FORCUSTOMER EXPERIENCEARE ALWAYS MET.

1%SAY THEY SWITCHEDBUSINESS TO ACOMPETITOR DUE TOPOOR CUSTOMEREXPERIENCE

89%SAY THEY ARE WILLINGTO PAY EXTRA FOREXCELLENT CUSTOMEREXPERIENCE.

86%

Source: Harris Interactive Surveyof US Consumers, 2011

CONSUMERS HAVEHIGH STANDARDS

THE BRAND RELATIONSHIPWITH CONSUMERS IS BUILTTHROUGH A SERIES OFREAL-TIME CONNECTIONSOVER MULTIPLETOUCHPOINTS.

BUYER BEHAVIORDEMANDS CUSTOMER-CENTRIC VALUES WHICHRENDERS CHANNEL-SPECIFIC PROCESSESOBSOLETE.

BUYERS PERCEIVE ABRAND AS ONEREGARDLESS OFCHANNEL OR DEVICE.

ALL TOUCHPOINTSPERCEIVED ONE BRAND

EXPECT PRODUCTINFORMATION TO BECONSISTENT ACROSSCHANNELS

51%EXPECT PROMOTIONSTO BE CONSISTENT

57%SAY VARIABLE PRICINGIS OUTDATED.

69%

UNIFIEDBRAND PRESENCE

THE MAJORITY OFBUSINESSES CAN’TSUPPORT ANOMNICHANNELCUSTOMER JOURNEY.

JUST 12% CAN PROVIDEA SEAMLESS HAND-OFFBETWEEN CHANNELS.SOURCE: Forrester Wave Customer Service Solutions 2014 @wredefine

HOW DO YOU DELIGHTYOUR CUSTOMERS ANDGROW THERELATIONSHIP?

HOW DO YOU UNIFY YOURTECHNOLOGY TO CREATEPERFECT COMMERCEEXPERIENCE FOR YOURCUSTOMERS TO ENGAGE THEM,INSPIRE AND RETAIN FOR A LONGRUN?

THE CHALLENGE

LEGACY APPLICATIONS,INTEGRATION CHALLENGES,AND DATA SILOS MAKE THISIMPOSSIBLE TODAY.CRM. WEB CMS. MOBILE.MARKETING. OMS. STORES.CONTACT CENTERS. ETC.

8

BUY ONLINE

$189

CAN’T RETURNIN-STORE

NEGATIVEONLINE EXPERIENCE

@

RECEIVE EMAILPROMOTION WITH COUPON

STORE CAN’T SCANFROM MOBILE DEVICE

NEGATIVEONLINE EXPERIENCE

$189

SOLUTION:PROVIDE POSITIVE BRAND EXPERIENCE

THE CORE

WHAT SETS SAP HYBRIS APART IN THE MARKET?HYBRIS BREAKS DOWN THE GREAT WALL BETWEEN CUSTOMER AND BACK OFFICE

OF THISPROBLEM

WEATTACK

We Are the Market Leader

Gartner Magic Quadrant forDigital Commerce

Forrester Wave: B2CCommerce Suites, Q1 2015

Forrester Wave: B2BCommerce Suites, Q1 2015

ERP WMS PLM CRM DATAPOOLS

SINGLE VIEW OF PRODUCTSINGLE VIEW OF INVENTORY

SINGLE VIEW OF CUSTOMERSSINGLE VIEW OF ORDERS

SINGLE SOURCEOF TRUTH

SINGLE SOURCEOF TRUTH

LEVERAGE DATA TO DRIVE OMNICHANNELPRODUCT. CUSTOMER. ORDER

CALL CENTER PRINTSOCIAL TVPOSWEB MOBILE

Product Content Managementbuilt for business Order Management native

Configured forsuccess our customers.

Our Partners. hybris Extend.The Data Hub. Accelerators.

Modern architecture built tocomplement not replaceexisting investments

•CONVENIENCE•CONSISTENCY•RELEVANCE•EMPOWERMENT•AGILITY

MEET TODAY’SCUSTOMERS’ EXPECTATIONS

WITH CUSTOMERS MOREPRESSED FOR TIME THANEVER, CONVENIENCE IS NOTJUST A BENEFIT, IT’S ACENTRAL RULE TO THECUSTOMER EXPERIENCE.

CONVENIENCE

CONSISTENCYCONSISTENCY ISABOUT BUILDING AUNIFIED BRANDPRESENCE ACROSSMULTIPLE CHANNELSTHAT CUSTOMERSCOME TO TRUST.

RELEVANCETHE EVER-CONNECTEDCUSTOMER EXPECTSBRAND INTERACTIONS TOBE, HIGHLYPERSONALIZED, IN REAL-TIME, AND TAILORED TOBUYING PREFERENCES.

EMPOWERMENTTHE TRANSFER OF POWER FROMBRANDS TO BUYERS IS THE MOSTSIGNIFICANT CHANGE IN THECUSTOMER RELATIONSHIP ARENAIN YEARS.

BRANDS MUST DELIVEREXPERIENCES THAT EMPOWERAND INFORM THEIR CUSTOMERAND DRIVE THEM TO MAKE THEBEST PURCHASING DECISION.

AGILITY

IN ORDER TO BE AGILE,BUSINESSES MUST USEANALYTICS TO RECOGNIZEMARKET CHANGES ANDSHIFTS IN BUYER BEHAVIORIN REAL-TIME.

Beyond CRMBeyond CommerceBeyond MarketingBeyond SalesBeyond Service

INDUSTRIES

SOCIAL & PREDICTIVE ANALYTICSSALES SERVICE MARKETING COMMERCE

SAP HANA CLOUD/CUSTOMER ENGAGEMENT PLATFORM

WEB

CALLCENTER

MOBILE

SOCIAL

EMAIL

@DIGITALGOODS

POS

MARKETINGCHANNELS

INTERNETOF THINGS

CONTENTCENTER

MARKET-PLACE

CONSISTENT, END-TO-ENDUSER EXPERIENCEACROSS CHANNELS &DEVICES

REAL-TIMECONTEXT

CUSTOMER ENGAGEMENTANYWHERE. ANYTIME.