SAP Mobile Commerce mobile Services für Netzbetreiber, Finanzinstitutionen und Unternehmen

Transcription

1 SAP Mobile Commerce mobile Services für Netzbetreiber, Finanzinstitutionen und Unternehmen Martin Krämer, CoE Mobile Solutions, SAP (Schweiz) AG SAP Mobile Forum, 17. April 2013

2 EXPLOSIVE GROWTH IN MOBILE DEVICE ADOPTION World s population that has a mobile phone 1 87 % Tablets Smartphone PC In 2011, smartphones surpassed PC shipments 2 69m 494m 353m m 535m 1b Tablets will become most users' primary computing device within the next four years - Forrester Research 1. Media (R)evolution Global Mobile Trends Mar 2012; 2. IDC Worldwide Smart Connected Device Shipments Mar SAP AG or an SAP affiliate company. All rights reserved. 2

3 COMMERCE ON MOBILE IS DISRUPTING RETAIL 60% of U.S. smartphone owners accessed top- 5 retailers mobile websites & apps 1 66% of U.S. smartphone owners use mobile devices to aid in shopping 2 44% of Shoppers lookup retailer s site while shopping 1 Mobile is clearly becoming a new way people shop. [ebay has] nearly tripled mobile GMV (gross merchandise value) YOY to $2 billion in 2010, $5 billion in 2011 and expected to do $8 billion in John Donahoe, President & CEO, ebay 1.Nielsen Digital Shopping: The Topline on Online Mar 2012 ; 2. Leo J. Shapiro & Associates How Smartphones are Helping Create a New Generation of Smart Shoppers Feb The E- Tailing Group - Making the Right Choices in a Connected World: Customer Experience Escalation Apr SAP AG or an SAP affiliate company. All rights reserved. 3

4 MOBILE BANKING & PAYMENTS GROWING WITH GREATER MOBILE PENETRATION $600b Mobile payment transaction value in $1 Trillion 550m in Mobile banking volume in Transactional mobile banking subscribers by Bank of America reaches 10 million mobile banking customer milestone with average weekly transactions of over $1 billion - Bank of America 1. Gartner, May 2012; 2. Swift Research Mobile payments: Three winning strategies for banks ; 3. Juniper Research Mobile Banking for Developed & Developing Markets Jan SAP AG or an SAP affiliate company. All rights reserved. 4

5 MOBILE MONEY IS TRANSFORMING LIVES 709M Mobile Money Subscribers by $440 B Total value of mobile money transactions by $16 B Total value of International money transfers received with mobile by Berg Insight 2013 SAP AG or an SAP affiliate company. All rights reserved. 5

6 How can SAP help you? Strategy End-to-End Mobile Enterprise Solutions End-to-End Mobile Commerce Solutions End-to-End Mobile Security Industry/LoB Expertise Rapid Deployment 2013 SAP AG or an SAP affiliate company. All rights reserved. 6

7 MOBILE COMMERCE PORTFOLIO Adaptable Mobile Apps Banking Wallet Utilities Consumer Products Retail Solutions Finance Telco Utilities CP Retail Customer Success Interoperability Business consulting Support for all mobile channels Integrated mobile marketing Embedded business intelligence 2013 SAP AG or an SAP affiliate company. All rights reserved. 7

8 Expand relationship and loyalty SAP Mobile Banking solution Engage and enhance loyalty of your customers Business value Improved customer engagement Enhanced customer care/service Reduced cost of servicing customers Improved understanding of customer Reduced cost of service The SAP mobile banking solution for improving customer engagement and reducing cost of servicing customers Use cases Account management Balance, statement, last transactions Bill payment, transfer, check ordering, Coupons search, browse, redeem Manage alerts, change PIN, block account Services loan inquiry, order checkbook SAP customers 2013 SAP AG or an SAP affiliate company. All rights reserved. 8

9 Enable financial services for customer retention Mobile wallet solution Engage and reduce churn of your customers Business value Improved customer engagement New value-add services for revenue Reduced cost of servicing customers Improved convenience for customers The mobile wallet solution to enable financial services for customers Use cases Manage account and add payment instruments Airtime top-up, bill pay, vouchers Send money, receive money International remittance Coupons search, browse, redeem Agent management Merchant management SAP customers 2013 SAP AG or an SAP affiliate company. All rights reserved. 9

10 Empowering customers SAP Utilities Customer Link mobile solution Transform the way we do business with customers Business value Improved customer engagement Enhanced customer care/service Shortened billing and collection cycles Improved understanding of customer Reduced cost of service The SAP industry-leading mobile app for transforming the customer experience and improving service delivery Use cases Personalized communications Bill payment Outage notification and information Service request management Service usage Report service issues SAP market insights and customers Utilities that mobilize the customer experience can reduce cost of service by up to 20% and shorten the billing cycle by up to 70% CenterPoint Energy is an SAP product innovation partner 2013 SAP AG or an SAP affiliate company. All rights reserved. 10

11 Empowering customers SAP Customer Loyalty mobile solution (planned) Engage and ensure loyalty of customers Business value Improved customer engagement Enhanced customer care/service Customer relevant promotions Improved understanding of customer SAP loyalty mobile app for retail, banking, telco for transforming customer engagement Use cases Offers receive offers, share with friends, add to card Digital wallet digitize plastic cards, execute mobile-only loyalty programs Loyalty account management conveniently review loyalty account points, status, and rewards Shopping list - manage shopping list Store locator search and view store details SAP customers and market insights 60% of U.S. smartphone owners accessed top-5 retailers mobile websites & apps 1 66% of U.S. smartphone owners use mobile devices to aid in shopping 2 44% of Shoppers lookup retailer s site while shopping 1 1.Nielsen Digital Shopping: The Topline on Online Mar 2012 ; 2. Leo J. Shapiro & Associates How Smartphones are Helping Create a New Generation of Smart Shoppers Feb The E-Tailing Group - Making the Right Choices in a Connected World: Customer Experience Escalation Apr SAP AG or an SAP affiliate company. All rights reserved. 11

12 THE SAP MCOMMERCE SOLUTION SAP Mobile Commerce solution is an end-to-end B2C platform enabling enterprises to leverage the mobile channel to : Engage customers by expanding relationships, creating loyalty and acquiring new customers Enable a mobile transaction channel by making it simple and convenient for customers to make purchases, pay bills and transfer funds Reduce cost of servicing customers while maintaining direct and effective customer communication and service The one platform for quick, easy and secure launch of consumer mobile services across all mobile channels 2013 SAP AG or an SAP affiliate company. All rights reserved. 12

13 STANDARD FUNCTIONALITY AND SOLUTIONS Mobile Banking Mobile Payments Mobile TopUp Mobile Money Mobile Utilities Standard Functionality within mcommerce Solutions Mobile CP Mobile Retail Multi-Channel Access Smartphone Apps Mobile Web Apps SMS/USSD Apps Accounts Stored Value Account Bank Acc, Credit Card Loyalty points, Prepaid Customer Services Registration Customer self care portal Security Framework Identify Authenticate Authorize Payments Bill payments Merchant payments Transfers App Services Balance, Statement, Bill Pay Transfer, Locations, TopUp, P2P Coupons, Promotions, Deals User Profile Management Link bank account, credit card Change account, password Change address Alerting Balance, fraud Account events Notifications Call Center/Back office Customer support portal Operations dashboard Administration portal Loyalty points management Links to retailer systems Functions Requiring Customization Services Coupon delivery Marketing campaigns 2013 SAP AG or an SAP affiliate company. All rights reserved. 13 Custom industry services

14 SAP MOBILISER PLATFORM - ARCHITECTURE 2013 SAP AG or an SAP affiliate company. All rights reserved. 14

15 Mobility Adoption SAP Services Portfolio for Consumer Mobility An end-to-end solution for mobile commerce services Customer entry points depending on adoption level How can I use mobile to engage with my customers Where do I start? What are relevant scenarios for me? How to realize these scenarios? I need to educate my people I need PoC before I can start a real project I have clear mobile strategy in place and need to prepare for implementation/ development projects Design & Build Custom Mobile App Deployment to Apps stores I need apps customized to reflect my brand & specific needs I have apps live but need to evolve Planning Service for Consumer Services Configure Mobile Commerce platform Support for Custom Mobile Applications AMS for Mobility Discovery Workshop for Consumer Services Evaluation Services (Setup sandbox + knowledge transfer getting started) Integrate with existing systems Post Go-Live Support Platform Upgrade Support Services Time 2013 SAP AG or an SAP affiliate company. All rights reserved. 15

16 MOBILE SERVICES AN INTEGRAL PART OF BUSINESS SAP Mobile Commerce enables companies to Engage with their customers through the channel of his choice Make mobile a new transaction channel and leverage the given context Reduce Cost of servicing customers by bringing your customers closer to your value chain Monetize with new never before offered services and re-innovate your existing portfolio by combining technology with service 2013 SAP AG or an SAP affiliate company. All rights reserved. 16

17 Thank you Contact information: Martin Krämer CoE Mobile Solutions, SAP (Schweiz) AG Althardstrasse 80, 8105 Regensdorf 2013 SAP AG or an SAP affiliate company. All rights reserved.

18 Appendix

19 SAP Services Approach to Enterprise Mobility Four phases to success Strategy Platform Mobile Business Solutions Lifecycle/Operations Discover Identify use-cases Mobile Framework Plan Analyze business value Security & Risk Analysis Business process impact Derive architecture Governance & transformation Evaluate Technology and Apps Develop skills Implement Mobile Development Application Platform Manage enterprise mobility (MDM) Deploy Your app roadmap stepby-step Connect apps with backend Rollout mobile solutions Develop custom apps Agile & user-centric Enchant user with a delightful UX Ensure compatibility Maintain Lifecycle Management Minimize risk of business disruption Optimize Drive down development maintenance costs Keep your mobile strategy and app roadmap up-to-date Strategy Platform Lifecycle/Operations Mobile Business Solution 2013 SAP AG or an SAP affiliate company. All rights reserved. 19

20 Level of Detail SAP Strategy Services Approach and Methodology Small Medium Large 5 days 2-6 weeks weeks The initial SAP Mobile Strategy Service is based on a framework to define an Enterprise Mobile Strategy. It includes identification of use cases, their value-potential evaluation, and feasibility considerations of organizational and technical realization. The Planning Service for Enterprise Mobility is a modular service that includes in its complete form all the relevant aspects of a Mobile Strategy: Evaluation of mobile use cases, Technology and Architecture, Risk and Security, Governance and Transformation, Value and Business Case. The project effort is defined by the scope and by the level of detail that is required. Discovery Workshop Planning Service (highly modular) large WHAT WHY Use Cases Vision «large» effort HOW WHEN Realization Roadmap «medium» effort small Scope 2013 SAP AG or an SAP affiliate company. All rights reserved. 20

21 Rapid-deployment solutions for mobile Customers have different strategies to address their mobile needs C* The 4 RDS s allow customers to choose the best path to their specific needs C* SUP RDS Afaria RDS Each RDS has few offerings (each one fixed price and scope) and could be sold separately or as a combined sell with other RDS s Each of the RDS s support the latest and greatest of its packaged solution L* CRM Mobile Sales RDS C* Mobile Apps and infrastructure RDS (Productivity apps) L* C* LOB specific Cross Industry/LOB 2013 SAP AG or an SAP affiliate company. All rights reserved. 21

22 Let s get started! SAP services can help whatever your level of readiness Start with a Mobile Strategy What is yours? Are you aligned with business strategy? Have you identified stakeholders and defined the operating model Do Understand customer and user experience requirements Don t wait for perfection Start now and iterate Focus on anchor processes and expand Good Places to start are Executive dashboards (high visibility), productivity apps (simplicity and speed), or critical business needs (high priority) Set up development environment and create your own Apps Deliver with SAP Services SAP services has the most experience in the industry with proven track record of success We can help you with any level of complexity and budget to get started 2013 SAP AG or an SAP affiliate company. All rights reserved. 22