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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

31 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, Duet, Business ByDesign, ByDesign, PartnerEdge and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Einige von der SAP AG und deren Vertriebspartnern vertriebene Softwareprodukte können Softwarekomponenten umfassen, die Eigentum anderer Softwarehersteller sind. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, Duet, Business ByDesign, ByDesign, PartnerEdge und andere in diesem Dokument erwähnte SAP-Produkte und Services sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Ländern weltweit. Alle anderen in diesem Dokument erwähnten Namen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen. Die in diesem Dokument enthaltenen Informationen sind Eigentum von SAP. Dieses Dokument ist eine Vorabversion und unterliegt nicht Ihrer Lizenzvereinbarung oder einer anderen Vereinbarung mit SAP. Dieses Dokument enthält nur vorgesehene Strategien, Entwicklungen und Funktionen des SAP -Produkts und ist für SAP nicht bindend, einen bestimmten Geschäftsweg, eine Produktstrategie bzw. -entwicklung einzuschlagen. SAP übernimmt keine Verantwortung für Fehler oder Auslassungen in diesen Materialien. SAP garantiert nicht die Richtigkeit oder Vollständigkeit der Informationen, Texte, Grafiken, Links oder anderer in diesen Materialien enthaltenen Elemente. Diese Publikation wird ohne jegliche Gewähr, weder ausdrücklich noch stillschweigend, bereitgestellt. Dies gilt u. a., aber nicht ausschließlich, hinsichtlich der Gewährleistung der Marktgängigkeit und der Eignung für einen bestimmten Zweck sowie für die Gewährleistung der Nichtverletzung geltenden Rechts. SAP übernimmt keine Haftung für Schäden jeglicher Art, einschließlich und ohne Einschränkung für direkte, spezielle, indirekte oder Folgeschäden im Zusammenhang mit der Verwendung dieser Unterlagen. Diese Einschränkung gilt nicht bei Vorsatz oder grober Fahrlässigkeit. Die gesetzliche Haftung bei Personenschäden oder die Produkthaftung bleibt unberührt. Die Informationen, auf die Sie möglicherweise über die in diesem Material enthaltenen Hotlinks zugreifen, unterliegen nicht dem Einfluss von SAP, und SAP unterstützt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewährleistungen oder Zusagen über Internetseiten Dritter ab. Alle Rechte vorbehalten. SAP 2007 / Page 31

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