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Power Your Customer’s Journey with SAP Hybris Francisco del Valle SAP Hybris Solution Engineer ASUG México Info Day
Power Your Customer’s Journey with SAP Hybris
Francisco del Valle
SAP Hybris Solution Engineer
ASUG México Info Day
of online ads are ignored
99.76%
Source: Google
of the buying process happens before sales is contacted
57%
Source: Customer Executive Board
abandoned a purchase due to a poor service experience
60%
Source: American Express Global Barometer
WEB
DIGITALADS
SOCIAL
WORD OFMOUTH
TV
RETAILSTORE
WEBSHOP
REVIEWS
CONTACTCENTER
BRANDEDCOMMUNITY
SUPPORTPORTAL
TRADESHOW
SELFSERVICE
SEARCHKW/ADS
MAKE
PAYMENT
JOIN
GROUPS
POST
REVIEW
RECEIVE
OFFER
Digital
ADS
Web
TV
CHANGE
ADDRESS
NETWORK
ISSUE
SETUP
PHONE
RECEIVE
PACKAGE
MISSING
ITEM
TRACK
ORDER
BUYSHORT
LIST
REFER
FRIENDS
RECEIVE
OFFER
RESTART
SERVICE
TERMINATE
SERVICE
PHONE
DAMAGE
BILLING
ISSUE
Social
Social
Social
Social
Retail
store
Contact
Center
Retail
store
Retail
store
Contact
Center
Contact
Center
Contact
Center
Contact
Center
Web-
shop
Web-
Shop
Web-
shop
Support
portal
Support
portal
Word of
mouth
Word of
mouth
RESEARCH
Reviews
Branded
commu-
nity
Search
KW/ADS
Web-
Shop
Web
DISCOVER
NEED
INTEREST
AWARENESS
DISCOVERY
CONSIDERTATION
CONSIDERATION
USE
USE
ADVOCACY
ADVOCACY
ACTION
ACTION
AWARENESS
Know Your Audience
Be Active on Social
Encourage Conversation
Optimize Content
Social
Digital
ADS
TV
Word of
mouth
Search
KW/ADS
SAP Hybris Marketing SAP Hybris as a Service
AWARENESS
DISCOVERY
DISCOVERY
Social
Word of
mouth
Search
KW/ADS
Retail
store
Trade
showWeb Appear In Search
Be Omni-Channel
Personalize Engagement
Deliver Programs
Search
SAP Hybris Commerce SAP Knowledge Central
by MindTouch
AWARENESS
DISCOVERY
INTEREST
INTEREST
Social
Retail
store
Reviews
Contact
Center
Branded
community
Web-
Shop
Personalize More
Share Stories
Connect Conversations
Market and Sell
SAP Jam Communities SAP Hybris Marketing
AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
CONSIDERATION
Deliver Detail
Identify Players
Share Experiences
Be One-to-OneMeetings
Contact
Center
Reviews
Word of
mouth
Retail
store
Support
portal
SAP Cloud for Sales SAP Hybris Commerce
AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
ACTION
Simplify Transaction
Stay Engaged
Offer Choices
Monitor Activity
Meetings
Contact
Center
Retail
store
Social
Self
service
Web-
Shop
SAP Hybris Billing SAP Hybris Commerce
AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE
USE
Drive Adoption
Effortless Service
Be On Brand
Measure Success
Contact
Center
Retail
store
Social
Support
portal
Field
service
Search
KW/ADS
SAP Cloud for Service SAP CRM Service Manager
AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE
ADVOCACY
ADVOCACY
Monitor
Reward & Amplify
Encourage Dialogue
Address Issues
Social
Meetings
Reviews
Word of
mouth
Branded
community
Trade
show
SAP Cloud for Service SAP Hybris Marketing
AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE
ADVOCACY
WEB CONTACT
CENTER
DIGITAL
GOODS
MOBILE SMS/NOTI-
FICATIONS
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
DATA & PROCESS MANAGEMENT
COMMERCE MARKETING SERVICE SALES
AGENT TOOLSIN
STORE/BRANCH
SOCIAL
MEDIA
MARKET-
PLACES
@
PRINTINGDIGITAL
ADVERTISING
SEARCH
KW/ADS
IOT
SAP Hybris
BILLING
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of
SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP
has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or
release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible
future developments, products and or platforms directions and functionality are all subject to change and may be changed by
SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either
express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or
non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no
responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct or
gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially
from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only
as of their dates, and they should not be relied upon in making purchasing decisions.
Legal Disclaimer
Cross-channel Engagement
Targeting and Segmentation
Marketing Planning
Single Customer View
Real-Time Analytics
Personalization
Fully Integrated Platform
MARKET TO AN AUDIENCE OF ONE
SAP hybris MARKETING
SAP Hybris Marketing | Roadmap Highlights | Key Innovations
Extended Lead Management for B2B
Loyalty Management
Enhanced Campaign Management
Advanced targeting via native mobile
DMP
Digital Advertising via native private
exchange
Budget Planning and Spend
Management Enhancements
Extended Capabilities for B2B
Advanced Analytics
Improved Profiling
Customer Journey
Manager
Loyalty Management
Enhancements
Advanced Offer
Recommendation
Campaign Portfolio Optimization
Enhanced Multi-Brand
Enablement
PLANNED INNOVATIONSRECENT INNOVATIONS FUTURE DIRECTION
OMNICHANNEL COMMERCE MADE EASY WITH
SAP hybris COMMERCE SUITE
Web Content Management
Responsive Storefront Pages
Advanced Personalization
Merchandising
Reviews and Comments
Cross- and Up-selling
Faceted Search
Guided Selling
Punchout Service
SAP Hybris Commerce | Roadmap Highlights | Key Innovations
Customer Experience (CX)
with SmartEdit
SAP Hybris Merchandizing
InApp Selling and Cloud Sites on YaaS via YaaS
Connect
Extended Rules and Promotion Framework
High Performance Data Hub
SAP Hybris C4C and SAP CRM Integration
Content Targeting andPersonalization (CX)
Integration with SAP S/4HANA On Premise
Coupon Management and Usage with Promotion
Engine
Travel Accelerator for Transportation B2C
Public Sector Accelerator
Order Management with Multiple ERPs
Content Targeting and Personalization (CX)
End-to-End Digital Commerce and Billing
Next Generation Product Content
Management
Elastic, Resilient, Multi-Node Data Hub
Embedded Commerce in Social Media
End-to-End Digital Commerce and Billing
Profile-Driven Personalization
Enhanced Order Management
Elastic Scale for Data Hub
Next Generation Product
Content Management
Workflow and Optimization for
CX
Comprehensive Searchandising
Bundles and Guided Selling
PLANNED INNOVATIONSRECENT INNOVATIONS FUTURE DIRECTION
SELL SMARTER WITH
SAP CLOUD FOR SALES
Account Management & Intelligence
Opportunity Management & Insight
Collaboration & Social
Productivity & Personalization
Real-Time Analytics
Mobility
Groupware Integration
Integration
Platform
SAP Hybris Sales | Roadmap Highlights | Key Innovations
Optimized Responsive UI
for Tablets and Smartphones
Enhanced Integrated Quote
and Order Management
Custom Fiscal Year Reporting
in Analytics
SAP Hybris Cloud for Sales Integration to SAP
Hybris Marketing
Continued Enhancements in Mobile and RUI
analytics
SAP Hybris Cloud for Sales Integration to S/4
HANA
Streamlined User Experience
Opportunity Mass Change
Simplified Survey Management
Image Intelligence for Planogram Checks
Innovations in Analytics
Mobile Offline Enhancements
Enhanced Graphical Relationship
Management
Usability improvements – click
reduction
Server-side groupware synch via
iCRM integration Enhanced Lead
and Opportunity Management
Expanded Field Sales Capabilities
Server-Side Groupware Integration
via OEM Partnership
Data standardization with Data
Quality framework
Voice-Enabled Interfaces
Geo-Fencing for Enhanced
Visit Execution
Further Integration of SAP
Hybris Cloud for Customer
to SAP S/4HANA
Offline Extensibility for
Custom Objects
Sales Contracts
Predictive Machine Learning
Based Analytics
PLANNED INNOVATIONSRECENT INNOVATIONS FUTURE DIRECTION
EFFORTLESS SERVICE WITH
SAP CUSTOMER SERVICE SOLUTIONS
Omnichannel Service Ticketing
(Including Social)
Service Analytics
Integrated Knowledgebase
Web Self Service
Collaboration
Integration
Mobile Access
SAP Hybris Service | Roadmap Highlights | Key Innovations
Knowledge Management
Resource Scheduling for Service
Engineers
Improvements in Field Service Offline
SAP Hybris Service Engagement Center
- Video/Text Chat
Omnichannel Assisted Support – Ticket
Management
SAP Communities – Self Serve
Off line Van stock
Resource Scheduler redesign
Workflow monitoring enhancements
Signature in summary PDF
Equipment hierarchy lists
Enhance support of SMS
Additional Channels,
incl. social for SAP Hybris Service
Engagement Center
Extended assisted service
and self-service support
Enhancements
to Field Service
SAP Communities - Live Chat
Integration
SAP Hybris C4C Service –
Improvements to Communication
Channels, Assets & Parts
Functionality
Appointment offering
QR/Barcode scanner
Next Generation, crowd-sourced,
knowledge management
“High Touch” Service
for Self-Service and Communities
Integration into SAP Hybris Profile,
SAP Loyalty, and Analytics
Employee Skills Management
Automation Enablement and Agent
Collaboration, Consultation, and
Transfer
PLANNED INNOVATIONSRECENT INNOVATIONS FUTURE DIRECTION
Customer 39
User Experience
- Use signature only for one PDF summary
- Link incoming phone call to existing ticket (HTML5)
- Support for multiple registered products per ticket
Communication Channels
- Enhanced support for multiple SMS channels
- Instagram integration via Sprinklr
Assets & Parts
- Offline van stock
- Equipment hierarchy list
Work Planning & Execution
- Resource scheduler redesign
Finance & Contracts
- Quantity contracts
Service Core
- Enhancements to item follow-up processing
- Support for sub-ticket migration
Workflow
- Send SMS notifications to custom parties
- Workflow monitoring of past and scheduled rules
User Experience
- Email response management in RUI (Beta)
- Reorganized RUI: two-columns, simpler toolbar
Communication Channels
- New call center agent experience in RUI
- Support for HTML emails (Beta)
Assets & Parts
- Registered product classification
- QR/Barcode scanning
Work Planning & Execution
- Appointment offering
Finance & Contracts
- Enhancements to Timesheets
Service Core
- Performance enhancements on ticket save&open
- Interactions in summary PDF
- Offline enhancements
Workflow
- Ability to retry failed rules
- Export/import workflow rules
User Experience
- Email response management in RUI
- Support for response templates in RUI
- Master data integration to YaaS Engagement Center
Communication Channels
- Support the embedding of telephony controls within RUI
- Ticket response management in RUI (SMS, Portal, Chat)
Assets & Parts
- GPS location
- Tools Management
Work Planning & Execution
- Skill-based scheduling
Finance & Contracts
- Offline contract determination
- Time report integration to CATS
Service Core
- Employee skills management
- Ticket categorization via Machine Learning
Service Analytics
- Support service homepage tiles in RUI
Recent innovations Future directionPlanned innovations
Subject to ChangeInnovation highlights in SAP Hybris Cloud for Service
TRANSFORM AGAIN AND AGAIN AND BE AS AGILE AS YOUR CUSTOMERS
ORCHESTRATE PROCESSES AND DATA TO SIMPLIFY YOUR FRONT OFFICE
DELIVER PERSONALIZED EXPERIENCES IN CONTEXT
SAP Hybris helps you
… so you can power yourcustomers’ journeys.
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
THANK YOU
