TRANSFORME INTERAÇÕES EM MELHORES EXPERIÊNCIAS. Lee Chia Tsun Solution Specialist SAP Hybris

Transcrição

1 TRANSFORME INTERAÇÕES EM MELHORES EXPERIÊNCIAS Lee Chia Tsun Solution Specialist SAP Hybris

2 A relação dos clientes com as empresas mudou...

3 MUDANÇA NO FORMA DE: Comprar produtos Assistir filmes BUYING Degustar bebidas Economizar energia Chamar taxi BEYOND Usar relógio

4 ...os clientes estão no controle.

5 As possibilidades digitais fomentam essa mudança.

6 Atendendo uma nova geração de consumidores Consumidores esperam uma experiência da marca consistente e atrativa em todos os canais Consumidores sempre conectados Caminho para compra dinâmico e variado Melhor informados Aumento nas expectativas dos clientes Consumidores globalmente estão crescendo online, mobile e social. Consumidores esperam uma experiência da marca consistente e atrativa em todas as etapas. Conveniência, serviço, preço e percepção de valor alavancam Fidelidade da Marca. Varejistas esperam suporte dos canais físicos e virtuais.

7 57% do caminho em direção da decisão antes de contactar um POTENCIAL FORNECEDOR 59% não querem interagir com vendedores 0 FONTE: FORRESTER

8 ESSA NÃO É MAIS A JORNADA DO CLIENTE Awareness Interest Desire Action

9 DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ORDER BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE JOIN GROUPS NETWORK ISSUE CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS PRINT WORD OF MOUTH SOCIAL RETAIL STORE SHOP REVIEWS CONTACT CENTER SHOP SOCIAL RETAIL STORE SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL SEUS CLIENTES ESCOLHEM SUAS PRÓPRIAS AVENTURAS SEARCH KW/ADS SHOP SHORT LIST TV BRANDED COMMUNITY SUPPORT PORTAL SUPPORT PORTAL DIGITAL ADS

10 DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ORDER BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE JOIN GROUPS NETWORK ISSUE CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS WORD OF MOUTH RETAIL STORE SHOP REVIEWS CONTACT CENTER SHOP SOCIAL RETAIL STORE SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL SOCIAL SEARCH KW/ADS SHOP SHORT LIST PRINT DIGITAL ADS SOCIAL WORD OF MOUTH TV BRANDED COMMUNITY SUPPORT PORTAL SUPPORT PORTAL DISCOVER NEED RECEIVED OFFER RESEARCH SHORTLIST RECEIVED OFFER BU Y TRACK ORDER RECEIVED PACKAGE SET UP PHONE POST REVIEW JOIN GROUPS MAKE PAYMENT CHANGE ADDRESS MISSING ITEM NETWORK ISSUE PHONE DAMAGE TERMINATE SERVICE BILLING ISSUE RESTART SERVICE REFER FRIEND AWARENESS DISCOVERY CONSIDERATION ACTION ACTION ADVOCACY ADVOCACY CONSIDERATION USE INTEREST USE SEUS CLIENTES ESCOLHEM SUAS PRÓPRIAS AVENTURAS

11 UM CLIENTE.

12 DIVERSAS JORNADAS.

13 INFINITAS POSSIBILIDADES.

14 DEMO

15 CONTEXTO Lily Lam Geração Millennial Perfil da geração de novos consumidores Lily gosta de viajar e busca uma experiência em algum lugar exótico para a prática de mergulho com seu namorado Lily aprecia também marcas de produtos como BWM Veremos a sua jornada

16 Experiência perfeita Celular Venda online Computador Loja física

17 Experiência perfeita Sistemas legados Integrações Pessoas Gestão de conteúdo Gestão de pedidos Escalabilidade Robustez Segurança...

18 Experiência perfeita Celular Venda online Computador Loja física Sistemas legados Integrações Pessoas Gestão de conteúdo Gestão de pedidos Escalabilidade Robustez Segurança...

19 SAP CUSTOMER ENGAGEMENT & COMMERCE (CEC) OMNI-CHANNEL CUSTOMER ENGAGEMENT PLATFORM MOBILE IN STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACE IOT SOCIAL SMS/ NOTIFICATION SEARCH KW/ADS DIGITAL ADS PRINT AGENT TOOLS EXPERIENCE MANAGEMENT INDUSTRIES COMMERCE MARKETING SERVICE SALES REAL-TIME ANALYTIC & PREDICTIVE MDM FOR CUSTOMER ENGAGEMENT & COMMERCE INFRASTRUCTURE, PLATFORM, INTEGRATION PRIVATE CLOUD PUBLIC CLOUD ON-PREMISE

20 OMNI-CHANNEL COMMERCE MADE SIMPLE PRODUCT CONTENT MANAGEMENT Content and Catalog Management Workflow & Collaboration Tools Product Classification & Catagorization Intuitive, Multilingual Product Cockpit CUSTOMER SERVICE C4C Integration incl. Ticketing System Assisted Service Mode Native Customer Service Cockpit for Basic Service Environments CONTENT MANAGEMENT Page Templates for All Channels Live Edit Functionality Preview Mode, incl. Device Context Preview Drag & Drop Editing of Components and Slots SEARCH & MERCHANDISING Solr Based Search & Navigation Faceted Browsing, Keyword & Product Suggestions Boost & Bury and Visual Search Editing Merchandising Mix Based on Customers, Business (Margin, Inventory) and Product Context INTEGRATION Data Hub for Data Aggregation and Validation Open Omni Commerce Connect (OCC) API Hybris Extend Marketplace MOBILITY Responsive Design Templates ios and Android Mobile App SDK Mobile Optimized Websites ORDER MANAGEMENT Real-Time Inventory Management Across Entire Organization Sourcing and Allocation Order Versioning, Order Routing, Order Replenishment Pick, Pack and Dispatch Omni-Channel Fulfillment, incl. Buy Online Pick Up In-Store & Buy Online Return In-Store PLATFORM Java Based Agile, Flexible, Extensible Various Deployment Options (On-Premise, Cloud, Edge) YaaS Microservices Architecture

21 SAP HYBRIS MARKETING: PRODUCT VIEW SAP HYBRIS MARKETING Planning Insight Acquisition Convert Loyalty* 1 st Party Applications Segmentation Recommendation 3rd Party Applications (for data & execution) Commerce Engines Sales, Service Batch & Events Batch & Events Ad Providers ERP, CRM, etc. Social providers CAR, Billing, etc. Mobile providers Marketing Data Management Predictive Algorithms Natural Language Processing HANA Rules FW SAP HANA * Hybris Loyalty on YaaS Marketplace Release Planned for December 2015.

22 SAP CLOUD FOR SALES Collaboration & Social Feeds, Followers Internal, Customers, Partners Deal Sites, Social Selling Opportunity Management & Insight Easy Lead, Opportunity, Activity Management Tailored sales methodology, Guided Selling Competitor insight, Partner Management Visit Management & Execution Complete Activity and Task Management Visit and Route Planning and Execution Survey Design and Execution Quote & Order Management Integrated pricing and transactional document creation with SAP ERP or CRM CPQ through partners Integration Pre-built integration to SAP ERP & CRM, SAP JAM Partners like InsideView, D&B 360, Xactly & more Mashups with most other apps Platform Real-time, scalable, powered by SAP HANA Simplified enhancement tools for power users Easily extended for tailored UX and business processes Account Management & Intelligence Fast Account & Contact Updates, Relationships 360 Customer Intelligence Productivity & Personalization Flags Tags Shelf Quick Creates Field Extensions Workflow Map Views Graphical Views Real-Time & Predictive Analytics Dashboards, ad-hoc reports, forecasting Front and back-office data Mash-ups with SAP BW & Business Objects Custom dashboards, KPIs, and reports Groupware Integration Full-Featured support for MS Outlook, Google Gmail and Lotus Notes, Server side via partner (e.g. Office 365) Mobility Complete mobile apps, no extra cost Support for ipad, iphone, Android, MS Windows, Watch Responsive UI with Off-line support Business Card Scanner

23 SAP CLOUD FOR SERVICE Omni-channel Service Phone (CTI)* Chat* SMS* Web self-service portal* Branded communities* Social Media* (Twitter, FB, Youtube) Analytics Real-time service performance with pre-built dashboards Embedded reports response times, handle times, priority and escalation trends Personalization Flags Tags Shelf Quick Creates User-Defined Fields Favorites *Additional license required (includes SAP or Partner solution) Collaboration Contextual social collaboration with integrated feed (native & SAP Jam*) Video/Chat via Genband* Mobility Manage service & work requests on ipad /tablet anytime, anywhere Solution Finder SAP Knowledge Central by Mindtouch* SAP Jam* Integrate with existing knowledge base Context-sensitive recommendations Easily share content with customers Productivity Response Management Routing and escalation rules Workflows, notifications, approvals Service Request Management Resource Scheduling Time Recording End-to-End Field Service execution Deal Desk execution Employee Help Desk Integration Native integration with SAP ERP and SAP CRM, hybris Commerce Open API/ODATA Console

24 É HORA DE ENGAJAR CLIENTES COMO NUNCA ANTES FEITO Commerce Marketing Service Sales SAP CUSTOMER ENGAGEMENT SOLUTIONS

25 OBRIGADO! Contato: Lee Chia Tsun SAP Hybris