director solution engineering dach nicolas berney€¦ · 1. hybris overview 2. hybris b2c customer...
TRANSCRIPT
Lukas Kerschbaum, Director Solution Engineering DACH
Nicolas Berney, Senior Solution Engineer
1. hybris Overview
2. hybris B2C Customer Journey
3. hybris B2B Features
4. hybris MDM or PCM (Product Content Management)
5. Summary
Delivering a good customer experience used to be simple.
Store Customer Warehouse
Product information
Product
Order etc.
Customer data
Early days...
web Customer Warehouse
Operational processes today are incredibly complex
...and today
Warehouse or content
delivery
Store /POS
Customer
Product information
Product
Order etc.
Customer data
Delivering consistent data used to be simple.
Product information
Order
web catalog
Customer
Early days...
Multi-channel data consistency is incredibly complex.
Various ERP
unstructured
merch planning
CRM
Suppliers
Customer
Product information Order Customer data
social
BIG DATA
...and today
Today: Channel Specific Applications
BACK END
BSS
Online
Data
In Store
Data
Call Center
Data
Mobile
Data
Warehouse CRM OSS ERP
New Software Category to Support New Customer Behavior
Channels (Channel Optimized Customer Experience)
Commerce Logic and Processes (Merchandising, Order Management,…)
Content (Products, Web Content, Plans Bundling)
TV Console Web POS Mobile Call Center Social Print
FRONT END
BACK END
BSS Warehouse CRM OSS ERP
Hybris omni-channel platform
BACK END
BSS Warehouse CRM OSS ERP
TV Console Web POS Mobile Call Center Social Print
FRONT END
Product Content / Master Data
Platform
Omni-Channel Logic Order Management
Omni-Channel
Touch Points
Single View Needed For Consistent Experience
Single View
of Product
Single View
of Orders
Single View
of Customers
Single View
of Stock
WMS Store Systems ERP CRM
Single Source
of Truth
hybris OmniCommerce for B2C and B2B one Technology Stack, modern Architecture
OmniCommerce Connect
Platform (Scalability, Performance, Security, Integration, Internationalisation, Agility)
Order Management
Cross-Channel Fulfillment
Single View of Inventory
MDM: Product and Customer Content Management
Digital Asset Management
Payment, Tax and Fraud
User & Account
Management B2B B2C
Promotions and Sales Programs
Promotions and Sales Programs
Social Commerce
Store Locator
Reporting Workflow Checkout Cross Selling
Advanced Personali-
sation Pricing
Online Store Print Market Place Call Center Mobile POS Social In-Store
SAP + hybris – Solution Overview
SAP HANA as Big Data foundation
Planning
Demand Forecasting
Replenishment
Billling & Delivery
Service Management
TV Console Web POS Mobile Call Center Social Print
Customer Touchpoints
Product Content Management
Omni-Channel Commerce Logic
Omni-Channel Order Orchestration
Platform
Campaign Management
Loyalty Management
Customer Segmentation
Customer Insight
…
Advanced Order Processing
Master Data and Pricing
Inventory Management
Configure to Order
Promotion Management
1. hybris Overview
2. hybris B2C Customer Journey
3. hybris B2B Features
4. hybris MDM or PCM (Product Content Management)
5. Summary
A Short-Term Solution with a Long-Term Vision
BUYING
A fully working, fully tested, good practice multichannel storefront
Quick time to market
CONCEPTION
Functional and technical specifications
Reduced risk in the first project stage
IMPLEMENTATION
Design and architecture guidelines
Development process
Tests
Improved ramp-up time
MAINTENANCE
Source code
Customization
Upgrade
Easy to maintain
EXPANDING
Switch to hybris enterprise solution
Integrate external solutions
Future-proof platform
hybris B2B Commerce Accelerator
…is not just a Website
Best practice storefronts including mobile
HYBRIS DEMO
1. hybris Overview
2. hybris B2C Customer Journey
3. hybris B2B Features
4. hybris MDM or PCM (Product Content Management)
5. Summary
19
All B2B Business Users Benefit from hybris B2B Commerce
B2B Company Administrator
B2B Buyer B2B Account Manager
B2B Approver
Quote negotiation
Initial setup
Tailored Catalog
Tailored Pricing
Invoicing
Organisation Management
Employee Management
Cost Center & Budget Management
Credit Management
Order Approval
Replenishment
Using OCI
1. hybris Overview
2. hybris B2C Customer Journey
3. hybris B2B Features
4. hybris MDM or PCM (Product Content Management)
5. Summary
21
MDM PIM Scope too Limited for rich Product Communication
Rich product
presentation
Rich product
presentation
User-
generated
content
Product videos
PCM
Search filters
Product description
Product features
Images (hi-res
& low-res)
Categories
Promotions
Campaigns
Editorial
content
PIM Sizes Technical
features
Article number
Product name
Microsites
Product management : catalogs, views. Possible architecture
Stores
Shop FR, US, …
Marketplace
Large accounts
OCI BMEcat
xCBL
Store Catalog
Country Catalog
Brand B main shops
Brand B
Customer specific
Brand A
HQ
Supplier
SAP
Master
Event Catalog
Shop by channel
Main HQ Site
1. hybris Overview
2. hybris B2C Customer Journey
3. hybris B2B Features
4. hybris MDM or PCM (Product Content Management)
5. Summary
Hybris omni-channel platform
BACK END
BSS Warehouse CRM OSS ERP
TV Console Web POS Mobile Call Center Social Print
FRONT END
Product Content / Master Data
Platform
Omni-Channel Logic Order Management
Omni-Channel
Touch Points
hybris OmniCommerce for B2C and B2B one Technology Stack, modern Architecture
OmniCommerce Connect
Platform (Scalability, Performance, Security, Integration, Internationalisation, Agility)
Order Management
Cross-Channel Fulfillment
Single View of Inventory
MDM: Product and Customer Content Management
Digital Asset Management
Payment, Tax and Fraud
User & Account
Management B2B B2C
Promotions and Sales Programs
Promotions and Sales Programs
Social Commerce
Store Locator
Reporting Workflow Checkout Cross Selling
Advanced Personali-
sation Pricing
Online Store Print Market Place Call Center Mobile POS Social In-Store
