Jedna komunikačná brána so zákazníkom
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1 Jedna komunikačná brána so zákazníkom SAP Business Communications Management Ján Ferjo, CE Business Development
2 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 2
3 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 3
4 1. SAP Strategy in Customer Relationship Management CRM as a business strategy is changing Product Commoditization Increased Competition Increased Margins and Pricing Pressures Channel Proliferation Empowered Customers SAP 2007 / Page 4
5 1. SAP Strategy in Customer Relationship Management Market drivers How Companies Plan to Generate Growth Increase revenue per customer Enter entirely new markets Introduce new products Improve services Penetrate underserved segments Deploy new channels Growth through acquisition 60.5% 50.0% 47.4% 39.5% 36.8% 28.1% 22.8% Survey of 114 CxO and senior execs conducted by The Economist Intelligence Unit, Aug-Sept Strategy is based on a differentiated customer value proposition. Satisfying customers is the source of sustainable value creation. Kaplan & Norton SAP 2007 / Page 5
6 1. SAP Strategy in Customer Relationship Management CRM-Relevant Customer Pain Points No single view of customer (past history, behavior, purchases) Sales reps are managing customer info on notepads in cars No visibility into sales pipeline (this quarter, last quarter, last year) Sales teams not aligned with right territories Front-end & back-end systems not integrated at all No idea how long sales opportunites take, or what they cost Calls not routed to the right people, taking too long, costing too much No measure of how effective marketing campaigns are Assume customers are telling the truth, because we don t know Low morale, applications are hard to use SAP 2007 / Page 6
7 1. SAP Strategy in Customer Relationship Management What is CRM? A lot of people think CRM is technology. SAP 2007 / Page 7
8 1. SAP Strategy in Customer Relationship Management CRM is business strategy But CRM is actually a Business Strategy. SAP 2007 / Page 8
9 1. SAP Strategy in Customer Relationship Management CRM technology vs strategy The technology simply enables the CRM business strategy. SAP 2007 / Page 9
10 1. SAP Strategy in Customer Relationship Management CRM without compromise Simple Flexible Comprehensive Intuitive easy to use Built for business users drives productivity Consistent look & feel across SAP Suite Easy to personalize gives choice and flexibility Application extensibility open architecture Adaptable processes Web Service enablement, Enterprise SOA Marketing, sales, service and all customer interaction channels Smart Tools Comprehensive End-toend processes Industry solutions SAP 2007 / Page 10
11 1. SAP Strategy in Customer Relationship Management Bringing web 2.0 Mash-Ups into CRM 2007 SAP 2007 / Page 11
12 1. SAP Strategy in Customer Relationship Management SAP CRM 2007 Solution Map SAP 2007 / Page 12
13 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 13
14 2. SAP Business Communications Management The Challenge Challenge: Improve resource utilization Access distributed knowledge Maintain service quality while reducing costs Deliver consistent customer experience Requirement: Low-cost, open standards-based Call Center solution Rapid deployment Work from Home/remote agent support Real-time reporting and monitoring SAP 2007 / Page 14
15 2. SAP Business Communications Management Communications Enabled Business Processes Competitive and revenue differentiation Through 2010, 80% of businesses that have deployed CEBP will obtain significant competitive and revenue differentiation because of it (0.8 probability). Efficiency improvement Through 2010, 10% of the business processes that have been communication-enabled will experience a 50% efficiency improvement (0.6 probability). Communications solution vendor focus By 2008, leading unified communications solution vendors will incorporate tools designed to enable CEBP (0.8 probability). Source: Gartner Inc., Achieving Agility Through Communication-Enabled Business Processes, 4th April 2006 SAP 2007 / Page 15
16 2. SAP Business Communications Management What is SAP BCM? SAP BCM provides a flexible multi-channel, all-ip business communications platform with out-of-the box integration to SAP CRM Interaction Center. Inbound contact center Outbound contact center Enterprise-wide communications management SAP 2007 / Page 16
17 2. SAP Business Communications Management Move from systems silos to integrated communications and business process applications Isolated communications and systems silos All-software based integrated communications and business process applications Agents Field workers Remote agents Corporate telephony users Traveling experts Automated services Diversity of Users Office Telephony Contact Center Mobile Telephony IT Systems IP Hardphones SAP BCM (Communications apps) Office Contact Mobile Telephony Center Telephony PSTN/ IN PC Desktops IP Mobile Terminals SAP CRM (Process apps) Mobile Networks Range of Standard Terminals Software Applications Standard IT and Network Infrastructure Multiple Communications Channels SAP 2007 / Page 17
18 2. SAP Business Communications Management Integration overview SAP BCM offers customers a range of contact channels and provides routing and queuing with integration to SAP CRM Interaction Center SAP BCM SAP CRM Interaction Center Sales Logistics Contact Channels Contact Routing Interaction and Communications Marketing Accounting Customer Service SAP CRM SAP Business Suite SAP BW /Analytics SAP 2007 / Page 18
19 2. SAP Business Communications Management SAP CRM 2007 look and feel User interface SAP BCM softphone behind the CRM IC telephony toolbar BCM Server Contact channels and routing logic, monitoring, reporting and management in SAP BCM platform BW /Analytics Communication event statistics integrated with SAP CRM Interaction Center process statistics. SAP BW BCM communication statistics also available via SAP BW /Analytics SAP 2007 / Page 19
20 2. SAP Business Communications Management Agent tools browser based BCM softphone Communication Desktop (CDT) offers comprehensive real time multi-channel queue management and monitoring functionality for agents Personal presence management Active customer interactions info Real time queue view including login status management Special call handling tools: e.g. recording, conference, callback, audio settings and quick dialing keys Call handling tools: answer, hold, transfer, consult, hang-up Link to Message Panel SAP 2007 / Page 20
21 2. SAP Business Communications Management Business value breakdown Manage distributed cross-functional resources Leverage corporate knowledge Provide a seamless customer experience across channels SAP BCM Business Value Better service to customers Improved internal performance Lower system TCO Faster response times, and improved contact quality and first time resolution rates Consistent service across contact channels Proactive customer need analysis and fulfillment Higher team and personal efficiency Improved business process performance and quality Better visibility and control to customer facing operations Minimal or no hardware and software investments Lower installation, integration and maintenance costs Minimal expansion investment SAP 2007 / Page 21
22 2. SAP Business Communications Management SAP BCM & CRM integration benefits Current situation & issues Opportunities for improvement Complex solution landscape Less complexity - one rock solid solution HW + SW mixture One vendor SW based solution only Compatibility issues (different devices + SW versions) Upgrade issues (CTI vs CRM) Out of the box solution Out of the box solution - no upgrade dependencies Complex to manage One platform simple management TCO based on PBX, CTI, CRM TCO based only on BCM and CRM Response time issue (inbound call identification) Expected quicker response time due to unified SW landscape Complex PBX infrastructure Centralized administration point SAP 2007 / Page 22
23 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 23
24 3. Success Stories Premiere s virtual call center offers 24/7 customer service handling 17 million calls per year The solution Benefits Value One virtual contact center of named agents 16 locations handle 17 million calls /year peak hour ~ calls, ~20 calls/second Integrated with IVR and speech recognition systems Implemented as a hosted service Cost reductions Pay-as-you-use based pricing model; no up-front system investments Flat fee for telephony; calls within VoIP-network only Increased productivity and availability of agents Improved functionality Virtuality with 16 locations; 3 internal and 13 external call center units working as one logical entity Extended usage of IVR and speech recognition Dynamic and centralized queuing Centralized monitoring, reporting and management of the service process and systems Operational costs Before Savings After During 2005, Premiere saved ~10% of costs due to shorter talk times, more effective processes enabled by the virtualization, and the use of data connections rather than separate telephone networks. SAP 2007 / Page 24
25 3. Success Stories Finnish railways customer service team of 150 agents delivers centralized service from 15 ticket sales offices The solution Benefits Value Unified service numbers for whole of Finland All 15 locations logically centralized Supervision and maintenance centralized in one location Virtual team adjusts dynamically to peak hours Improved productivity and service quality Shorter waiting time due to skill based routing Automated services thru IVR with speech recognition capabilities Reduced costs Slack time utilization at remote stations Real time monitoring for capacity adjustments No Investment on PBX or phone terminals Pay-as-you-use based pricing model; no up-front system investments Personnel costs Before Savings After The number of handled calls by each agent has risen and Finnish Railways has been able to take the advantage of the personnel located at remote train stations. This has resulted in labor cost savings of over 60%. SAP 2007 / Page 25
26 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 26
27 4. Demo SAP BCM/CRM integration SAP BCM UI overview SAP 2007 / Page 27
28 Agenda 1. SAP Strategy in Customer Relationship Management 2. SAP Business Communications Management 3. Success Stories 4. Demo 5. Summary SAP 2007 / Page 28
29 5. Summary What is SAP BCM? Software based All-IP Contact Center and Telephony solution for inbound and outbound Multi-channel (Phone, Fax, , Chat, SMS and Web) Fully integrated in and with mobile phones Fully integrated with SAP CRM Integrated module of the SAP CRM Suite No complex CTI-Middleware necessary PopUp of customer data Integrated with CRM telephony toolbar Integrated reporting capabilities Based on standard hardware BCM is running on standard IT hardware (PC`s, Gateways, etc.) Open standard interfaces to integrate with 3rd-party systems SAP 2007 / Page 29 SAP BCM seamlessly integrates communication technology with customer facing business processes and systems to improve customer service and business process performance all at lower Total Cost of Ownership It does this by providing a flexible multi-channel, all-ip business communications platform out-of-the-box integrated with SAP CRM IC
30 Thank you! Ján Ferjo CE Business Development Phone: SAP 2007 / Page 30
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