SAP Digital Interconnect
Mirko BenettiVP Sales Europe & CISSAP Digital Interconnect
29 Nov 2017
Leveraging Digital Disruption in the Age of the Connected Traveler
Formerly SAP Mobile Services
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Embracing the mobile mind shift in the age of the connected traveler
Transform customer and user experiences
Accelerate your digital business processes
Embrace the mobile mind shift
Turn business insights into action
Drive business with security and compliance
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Mobile transforms engagements and creates value for travel brands
65%of consumers regularly use mobile phones to transact business
74%of consumers say that they cannot “do without their mobile phones”
Source: SAP Digital Interconnect 2017 Mobile World Congress surveys
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Connected travelers want touch points to enable meaningful conversations
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70%of consumers plan to use SMS the same or more often than they do now
91%of businesses with omnichannel strategies achieve greater year-over-year customer retention
Only multidimensional frameworks can support digital strategy execution
Source: Fit for Commerce, “Omnichannel: 5 Roadblocks to Avoid on the Journey to Omnichannel Retail Success”
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Mobile influences the entire digital journey of the connected traveler
Empower choice, convenience, and control
Offer differentiated and personalized amenities
Acknowledge trips and preferences
Manage planned and unplanned disruptions
Streamline operations with intelligent interconnectivity
Focus on interactionsthat enhance revenue
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Enable the digital economy, conversations, and better experiences
EveryoneIntelligent, real-time engagement solutions that interconnect people and organizations around the world
EverythingSimplified connectivity and operations and a single provider that reaches across regions, devices, and networks
EverywhereSecure and scalable cloud messagingnetwork connects mobile subscribers, objects, and operators worldwide
Connect
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Reach everyone, everything, everywhere with a single connection
SAP Digital
Interconnect
Global “last mile” footprintSAP Enterprise SMS 365 provides SMS-based connectivity to consumers around the globeSAP Intelligent Notifications 365 brings rules-based in-app push, e-mails, T2V, and SMS delivery
Continuity and resiliencySAP People Connect 365 helps control, manage, and measure responsiveness to planned and unplanned disruptions
Immersive, secure engagementSAP Engagement 365 easily configures and manages campaigns and promotions, and messaging chat-based customer supportSAP Authentication 365 offers SMS-based 2FA capabilitiesSAP Add-ons enables messaging extensions for SAP Hybris, SAP SuccessFactors, and other SAP solutions
Extending reach to thingsSAP IoT Connect 365 simplifies global connected-object management through a single contract and connection
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Intelligent interconnectivity enriches travel and hospitality workflows
1Create target
customer base for offer
2Analyze needs
create offers 3
Select product and extend
offer
4Validate customer identity
5Complete
booking and transaction
6Send
real-time trip updates 7
Send upgrades and offers
8Monitor
disruptions and safety 9
Send surveys and loyalty
updatesSAP Intelligent Notification 365 delivers offers using preferred customer channels
SAP Engagement 365plans and executes mobile campaigns
SAP Authentication 365 protects customer data with an additional layer of security
SAP People Connect 365 manages responsiveness to planned and unplanned events
SAP Intelligent Notification 365sends rewards and promotions using preferred customer channels
SAP Engagement 365plans and executes mobile campaigns
SAP SMS 365send interactive, 2-way campaigns
10© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Utilize SMS to deliver reliable departure information to travelers no matter the subscriber network
§ Reach and deliver messages to global travelers
§ Send one-way messages using a combination of short and long codes
§ Enables a critical channel for potential value vouchers during major service disruptions
Use case: Global traveler updates
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Obtain a near-real time satisfaction rating from travelers upon their arrival
§ Reach and deliver messages to global travelers
§ Deliver two-way messages using the most reliable combination of short and long codes
§ Capture and forward responses for instant analysis and action
§ Identify and resolve potential service problems within minutes of arrival
Use case: Traveler feedback
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Our vision of the connected traveler’s journey
PRE-STAY
STAY
POST-STAY
ResearchGuest searches for trip options and site’s intelligent engine is informed by a time-relevant and comprehensive understanding of preferences and profile.
Seamless bookingGuest books trip and travel and hospitality providers acknowledge preferences.
Relevant promotionsTravel and hospitality providers send relevant, personalized offers and services based on preferences and prior behavior.
Mobile welcomeGuest receives a mobile welcome message at the airport with arrival, luggage, transfer, and hotel information.
Check-outGuest receives updated itemized
bill on her mobile phone with digital check-out instructions.
Thank youPersonalized note with loyalty
program status update sent and future promotions will include
intelligence on based on this trip.
Rate experienceGuest responds to mobile-based
survey and posts pictures and reviews on social media.
Check-inGuest arrives at the hotel checks-in by swiping the digital ‘room key’ sent to her mobile phone.
Ancillary offeringsHotel delivers relevant offers including throughout the
stay based on past preferences and behaviors.
Mirko Benetti
VP Sales Europe & CIS
SAP Digital Interconnect
Thank You!Contact SAP Digital Interconnect
E-mail: [email protected]
Web: http://www.sap.com/digital-interconnect
Twitter: @SAPInterconnect
SAP Digital InterconnectFormerly SAP Mobile Services
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Q&A