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TRANSCRIPT
CUSTOMER ENGAGEMENT with CLOUD For CUSTOMER
KAZIM CANSEVERCEC Solution Engineer
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 2PUBLIC
EMPOWERED CONSUMERS ARE CHANGING THE RULESWELCOME TO THE AGE OF THE DIGITAL CONSUMER
DIGITALLY CONNECTED
SOCIALLY NETWORKED
BETTER INFORMED
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 3PUBLIC
RESEARCH
TRACKORDER
SHOP &BUY
RECEIVEPACKAGE
MISSINGITEM
POSTREVIEW
SETUPPHONE
BILLINGISSUE
MAKEPAYMENT
PHONEDAMAGE
TERMINATESERVICE
JOINGROUPS
NETWORKISSUE
CHANGEADDRESS
RESTARTSERVICE
RECEIVEOFFER
REFERFRIENDS
WEB
DIGITAL ADS
WORD OFMOUTH
SOCIAL
TV
RETAILSTORE
WEBSHOP
REVIEWS
SEARCHKW/ADS
CONTACTCENTER
WEBSHOP
SOCIAL
RETAILSTORE
WEBSHOP
CONTACTCENTER
CONTACTCENTER
RETAILSTORE
CONTACTCENTER
CONTACTCENTERSOCIAL
WORD OFMOUTH
SOCIAL
SUPPORTPORTAL
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SUPPORTPORTAL
?
BRANDEDCOMMUNITY
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CUSTOMERSSCRIPTS THEIR OWN JOURNEY
RESEARCH
RECEIVEOFFER
SHOP &BUY
DISCOVERNEED
TRACKORDER
RECEIVEPACKAGE
MISSINGITEM
SETUPPHONE
POSTREVIEW
JOINGROUPS
NETWORKISSUE
BILLINGISSUE
TERMINATESERVICE
PHONEDAMAGE
MAKEPAYMENT
CHANGEADDRESS
RECEIVEOFFER
RESTARTSERVICE
REFERFRIENDS
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 4PUBLIC
EVERY JOURNEY IS UNIQUEAND EVERY POINT OF ENGAGEMENT MATTERS
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 6PUBLIC
WEB MOBILE IN STORE CONTACTCENTER
DIGITAL MARKETPLACE INTERNETOF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENTTOOLS
INDUSTRIES
SALES SERVICE MARKETING COMMERCE
SAP HANA CLOUD PLATFORM
• SEAMLESS customer journey across all channels
• SINGLE VIEW of the customer
• INTEGRATED across sales, service, marketing & commerce
• Specific to your INDUSTRY
• AGILE and FLEXIBLE: Easy to create customer specific apps
SAP CUSTOMER ENGAGEMENT AND COMMERCEOMNICHANNEL CUSTOMER ENGAGEMENT PLATFORM
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 8PUBLIC
SAP CLOUD FOR CUSTOMER (C4C) PORTFOLIOCUSTOMER ENGAGEMENT PUBLIC CLOUD SOLUTION
Opportunity management & insight
Account management & intelligence
Sales performance & effectiveness
Industry solutions
SAP Cloud for Sales
Customer service across every channel: email, web, phone, social, SMS
End-to-end field service
SAP Cloud for Service
Simplified Cloud CRM for small teams, with enterprise-grade capabilities
End-to-end field service
SAP Digital for Customer Engagement
Enterprise Small Team
SAP Cloud for Social Engagement
Interaction through social channels
Integrated with Facebook, Twitter, Youtube etc.
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 13PUBLIC
SAP DIGITAL FOR CUSTOMER ENGAGEMENT (D4C)
• NEW BUSINESS MODEL Available only on SAP’s new digital channel – sapstore.com/d4c
• AFFORDABLE €23/user/month,3 months renewal term
• SIMPLEGo live in less than 15min
• UPGRADABLEUpgrade anytime to SAP Cloud for Customer on same tenant
Simple Cloud CRM solution for individuals and small teams, packed with enterprise-grade capabilities
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 15PUBLIC
SAP CLOUD FOR CUSTOMER2015 – CROSS INDUSTRY FOCUS
CONSUMER SERVICESMANUFACTURING ENERGYFINANCIALPUBLIC SERVICE
1. CPG Perfect StoreDistributor Management Direct Store Delivery*
2. Retail/AFS Frontline SalesApparel / Footwear Sales
3. WholesaleOrder and PricingVisit PlanningReturns Management*
4. Banking Client Managed Banking, Wealth Management and Commercial Banking
5. InsuranceLead-to-Policy
6. High-Tech Design Registration Sales – CPQService and Call Center
7. Industrial Machinery & ComponentsLead-to-OrderCPQ Service and Call Center
8. AutomotiveDealer Sales and ServiceVehicle Management
11.UtilitiesCommercial and Industrial SellingUtilities Call Center and Field Service
12.Chemical Sample ManagementVendavo Integration
13. Oil & GasDownstream Sales and Field ServicesFuel Distributor Management
8. Prof-Services Project, Bid, and Event Management
9. TelcoSocial, Service, and Call Center
10. Travel & Transport Service and Call Center
14. Education Student Services 15. Public SectorCase Management
16.Healthcare Patient Engagement
*Roadmap
+ PARTNER PACKAGED – INDUSTRY ADD-ONS
Life SciencesIvy Mobility ++
ChemicalsQnovate ++
More to come..
© ©2015 SAP SE or an SAP affiliate company. All rights reserved. 20PUBLIC
IT’S TIME TO ENGAGE CUSTOMERS LIKE NEVER BEFORE
• The right insight at the right time
• Specific to your industry
• Integrated to your enterprise
• With an experience that drives results
• Easy to adapt, enhance and scale - create solution extensions with Hana Cloud Platform
THANK YOU.