SAP Hybris Experience Workshop MODULE 1: SAP Hybris Strategy. Marcus Ruebsam Senior Vice President, Solution Management, SAP Hybris

SAP Hybris Experience Workshop MODULE 1: SAP Hybris Strategy Marcus Ruebsam Senior Vice President, Solution Management, SAP Hybris

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WILL WE ALL FLY WITH PRIVATE JETS IN THE FUTURE?

By 2018, one third of the top 20 in every industry will be disrupted by digitally transformed competitors. Frank Gens Chief Analyst, IDC

Customers Are Empowered by Digital 99.76% of online ads are ignored SOURCE: Google 57% of the buying process is completed before a first interaction with sales SOURCE: Customer Executive Board 60% of consumers abandoned a purchase due to a poor service experience SOURCE: American Express Global Barometer They expect companies to: BE EASY TO DO BUSINESS WITH BE BETTER INFORMED THAN THEY ARE BE ONE STEP AHEAD OF THEM BE PRESENT WHERE THEY HANG OUT EXPECTATIONS HAVE GONE UP!

SOME CONTEXT. WHAT WE BELIEVE

CUSTOMERS NOW HAVE CONTROL.

OMNICHANNEL IS BUSINESS.

DIGITAL TRANSFORMATION IS AN IMPERATIVE.

MARKETING IS BROKEN.

CONTEXT MAKES THE DIFFERENCE.

DATA IS THE FUEL.

OUR VISION

ENABLING OUR CUSTOMERS TO DELIVER CONTEXTUAL, CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER JOURNEY.

OUR SOLUTIONS

WEB MOBILE IN-STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACES IoT SOCIAL MEDIA TEXT/NOTI- FICATIONS SEARCH KW/ADS DIGITAL ADVERTISING E-MAIL PRINTING AGENT TOOLS EXPERIENCE MANAGEMENT COMMERCE MARKETING SERVICE SALES BILLING DATA MANAGEMENT CUSTOMER PRODUCT PLATFORM, INFRASTRUCTURE, INTEGRATION SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS

Contextually relevant experiences Regardless of channel or device Throughout the customer journey attract convert retain

LET'S GO ON A JOURNEY TOGETHER

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SAP Hybris Experience Workshop MODULE 1: SAP HYBRIS COMMERCE OVERVIEW Matthias Heid Sr. Solution Manager, SAP Hybris Commerce

WEB MOBILE IN STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACE IoT SOCIAL TEXT/ NOTIFICATION SEARCH ADS / SEO DIGITAL ADS E-MAIL PRINT EXPERIENCE MANAGEMENT COMMERCE BILLING MARKETING SERVICE SALES DATA MANAGEMENT PRODUCT CUSTOMER PLATFORM, INFRASTRUCTURE, INTEGRATION SIMPLIFIED FRONT OFFICE WITH SAP HYBRIS

Customers choose their OWN JOURNEYS Support portal MAKE PAYMENT Contact center JOIN GROUPS POST REVIEW Social Webshop E-mail Contact center RECEIVE OFFER Digital ADS DISCOVER NEED Print Web TV CENTER ADDRESS Retail store Contact center Branded community ISSUE Support portal SETUP RECEIVE PACKAGE MISSING ITEM TRACK ORDER BUY Webshop Retail store RESEARCH Reviews REFER FRIENDS RECEIVE OFFER RESTART SERVICE Contact center TERMINATE SERVICE PRODUCT DAMAGE Retail store Social BILLING ISSUE Contact center Webshop Word of mouth Social E-mail AWARENESS DISCOVERY CONSIDERATION ACTION USE ADVOCACY ACTION CONSIDERATION ADVOCACY USE Social Word of mouth RESEARCH INTEREST Webshop Search KW/ADS Web

TRANSFORM WITH COMMERCE BECOME AN OMNICHANNEL BUSINESS DELIVER CONTEXTUAL CUSTOMER EXPERIENCE UNIFY CUSTOMER PROCESSES

BECOME AN OMNICHANNEL BUSINESS Web Mobile POS Call Center Social Print TV MOVE AT SPEED OF BUSINESS Customer Experience. Product Content Management. ONE CUSTOMER EXPERIENCE Commerce. Order Management. Together. BUILT TO COMPLEMENT NOT REPLACE EXISTING INVESTMENTS Modern. Extensible. Standards-Based. CONFIGURED FOR SUCCESS OUR CUSTOMERS. OUR PARTNERS. Accelerators. Hybris Extend. The Data Hub. ERP WMS PLM CRM Data Pools

DELIVER CONTEXTUAL CUSTOMER EXPERIENCE CONTENT CMS Streamlined and intuitive management of content PRODUCTS COMMERCE MERCHANDISING Auto-optimized product mix based on business goals and context PERSONALIZATION Tailor to match customers and their intent OPTIMIZATION Measure, learn, improve EXCEPTIONAL CUSTOMER EXPERIENCE Relevant engagement to drive loyalty

UNIFY CUSTOMER PROCESSES RUN COMMERCE MARKETING Your customers journey with you should be seamless and without hurdles SERVICE ON THE SPOT Customers are willing to pay more when they experience prompt and effortless service CONNECT TO THE BACK OFFICE Deliver accurate, transparent, and timely information to customers when they want it

TRANSFORM WITH COMMERCE BECOME AN OMNICHANNEL BUSINESS DELIVER CONTEXTUAL CUSTOMER EXPERIENCE UNIFY CUSTOMER PROCESSES

SAP Hybris Experience Workshop MODULE 1: JUMP-START YOUR DIGITAL TRANSFORMATION WITH COMMERCE ACCELERATORS Matthias Heid Solution Management SAP Hybris By Pavel Polyakov

B2C Services B2B TO SUCCEED An enterprise needs to be able to service both B2C and B2B customers in all channels by selling a combination of goods and services

Enable our customers to consistently use ALL SAP Hybris Commerce features regardless of channel or industry

How It s Delivered Add-on Add-on Add-on Add-on Add-on Add-on B2C ACCELERATOR B2B ACCELERATOR TELCO ACCELERATOR FS ACCELERATOR ACCELERATOR CORE ACCELERATOR COMMERCE MODULES PLATFORM

Sample Hybris Accelerators Travel Industrial Utilities Retail Entertainment Automotive Public Sector TELCO FINANCIAL B2C B2C B2B CORE ACCELERATOR & COMMERCE MODULES ASM BUNDLES CHECKOUT yforms SEARCH VOUCHER & MORE

Mobile First DESKTOP SEO A responsive storefront built for SEO with breakpoints for key devices such as smart phones, tablets, small and large PCs TABLET DEVICES The online commerce user is able to access the storefronts from across many devices making it more convenient for them to browse online vendor catalogs MOBILE OUTCOME Low-cost of implementation to add further device types thereby keeping up with new technology evolutions such as the Internet of Things

B2C ACCELERATOR FRONT END DEMO

B2B Commerce Module B2B MODULE Packaging of B2B extensions B2B Accelerator is an add-on to Core Accelerator Can access & use core commerce modules Facilitates generating specific B2B accelerators Account Summary B2B Registration PunchOut Future Availability Early Login B2B Module Order Forms B2B Commerce API SAP OM CPQ CORE ACCELERATOR Houses common modules Facilitates feature sharing Marketplace for features that can be used in different accelerators Facilitates B2B/B2C cross-functionality Multi-D Products Check Out CORE ACCELERATOR COM Bundles CORE COMMERCE MODULES

B2B ACCELERATOR FRONT END DEMO

THANK YOU

SAP Hybris Experience Workshop MODULE 1: DELIVER EXCEPTIONAL CUSTOMER EXPERIENCES Matthias Heid Solution Management SAP Hybris By Pavel Polyakov

WHAT MAKES AN EXCEPTIONAL CUSTOMER EXPERIENCE?

> ATTRACT > CONVERT > RETAIN

SOUNDS EASY?

TOO MANY TOOLS Different tools for different tasks, complex integration limits possibilities INCONSISTENT TOUCHPOINTS Inconsistent behavior on systems with different logic SILOED DATA Data is often out of date, siloed, or ignored/unutilized = TOO MUCH COMPLEXITY OVEREXTENDED STAFF Businesses have more and more tasks across different systems

GIVING YOU THE TOOLS TO EASILY AND RAPIDLY BUILD GREAT CUSTOMER EXPERIENCES

Relevant CX VISION Personalized Valuable

ONE TOOL IN CONTEXT GREAT EXPERIENCES

SMART EDIT DEMO

MERCHANDISING DEMO

THANK YOU

SAP Hybris Experience Workshop MODULE 1: PROVIDE HIGH QUALITY PRODUCT INFORMATION ACROSS ALL TOUCHPOINTS Matthias Heid Solution Management SAP Hybris By Pavel Polyakov

PRODUCT CONTENT MANAGEMENT IS A STRATEGIC COMPONENT TO ENABLE OMNICHANNEL CUSTOMER EXPERIENCE

MDM IT / Production to define data for Business Processes PCM/PIM Business to define data for Customer Experience 1. 2. 3. 4. SAP Hybris PCM does not replace MDM of Back-End Systems Business owns Goto-Market with PCM Develop relevant content, selling brands & relationships Powering crosssell and up-sell

SAP HYBRIS PCM IS THE CENTRAL REPOSITORY OF PRODUCT CONTENT FOR ALL CHANNELS & CUSTOMER TOUCHPOINTS Web Mobile POS Call Center Social Print TV Supplier Product Manager Contributors Marketing Merchandizer Customer Contributors Sales ERP WMS PLM CRM Data Pools

PRODUCT COCKPIT DEMO

THANK YOU

SAP Hybris Experience Workshop MODULE 1: STREAMLINE ORDER LIFECYCLE MANAGEMENT Matthias Heid Solution Management SAP Hybris By Pavel Polyakov

Order Management is the bridge between the FRONT END and the BACK END

SAP Hybris Order Management FUNCTIONAL INTEGRATED OPEN SAP Hybris Commerce crossindustry lean offering for Order Orchestration Distributed Order Management in front office contexts. Built entirely from standard SAP Hybris Commerce extensions Fully integrated with SAP ERP back ends & Financials Will support fulfillment based on multiple back ends Offers the framework and the patterns to integrate non-sap back ends. Offers the framework and the patterns to consume external services, e.g. for Source of inventory/availability information Making sourcing decisions Other order services (fraud, tax, loyalty, etc )

DISTRIBUTED ORDER MANAGEMENT DEMO WITH ERP INTEGRATION

ORDER FULFILLMENT COCKPIT DEMO

THANK YOU