Manage Customer Service from Start to Finish with SAP Hybris Service Cloud
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The document outlines how to manage customer service from start to finish using SAP Hybris Service Cloud, emphasizing the importance of capturing, guiding, engaging, and securing the customer experience. It discusses leveraging self-service options, machine learning, and IOT for optimizing the customer's digital service journey, including various support options and service execution strategies. Additionally, the document emphasizes omnichannel support and integrating connected assets for enhanced service management.
Manage Customer Service from Start to Finish with SAP Hybris Service Cloud
- 1. David J. Moore October2017 Manage Customer Service from Start to Finish with SAP Hybris Service Cloud
- 2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Dynamic digital engagement For happy digital customers Communities Self-service Knowledge base Chatbots Machine learning IoT Expert supportCustomer journey
- 3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 1. CAPTURE the customer “73% of consumers want the ability to solve product and service issues on their own.” Source: 2015 Aspect Consumer Experience Survey
- 4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 1. CAPTURE the customer • Search engine optimized Product and Customer- created content drives visitors and extends your reach • Use Social to link to support via Facebook, Twitter, and other social networks
- 5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 2. GUIDE the customer
- 6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 2. GUIDE the customer • Foster self-service and collaborative issue resolution through Self Service FAQ, Support Documents and Q&A boards • Machine learning to suggest and promote answers for resolution • Lower the total cost of support by inspiring low touch service engagements
- 7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 3. ENGAGE the customer
- 8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 8 3. ENGAGE the customer
- 9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 4. SECURE the customer
- 10. 10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 4. SECURE the customer § Understand the customer's digital service journey § Enable customer service communication across traditional channels § Leverage Guided Support with embedded Machine Learning § Allocate the right expert to resolve the issue…
- 11. 11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ QUESTION (ENGAGE) Dynamic digital engagement for service SERVICE (SECURE)EXPLORE (GUIDE)SEARCH WEB (CAPTURE) § Search links to company product/service support Web site § Access knowledge base looking for solutions § Search FAQ § Search Communities Q&A § First level chatbot service § Differencing and allocation based on machine learning § Automatic handover to Human chat triggered when needed § Second level human service § Experts § Field service technicians 3. 4.2.1.
- 12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Supporting the digital service journey with machine learning, bots, and the Internet of Things (IoT) Optimize digital service journey • Ticket categorization • Recommended responses • Supervisor insights • Parts recommendation • Service assistant Scale service assist with bots • Conversational support • Suggestion and promotion of knowledge base articles • Guided search • Easy scaling of support at peak times Transform service with the IoT • Predictive maintenance and service • Fix before fail • Performance-based contracts • Asset intelligence network
- 13. 13PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ End-to-end service management SERVICE PLANNING Planned labor and parts Planned tasks and checklists Advance shipment of parts Optimized schedule and resource assignment SERVICE EXECUTION Zero-admin mobile ‒ offline and online Parts van stock Time sheets Work instructions and task lists Service report and customer signature SERVICE ADMINISTRATION Manage service contracts, warranty, and entitlements Billing, cost, and profitability analysis Parts logistics Real-time reporting and KPIs CUSTOMER SERVICE AND SUPPORT Omnichannel support Knowledge management and collaboration Routing, queuing, and escalation Integration with connected assets
- 14. Thank you. Contact information: David J. Moore Global Service CoE David.moore01@sap.com
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