SAP 360 Customer - Kundenbeziehungen am Puls der Zeit

SAP 360 Customer - Kundenbeziehungen am Puls der Zeit Sasa Roksandic / SAP Business Architect LoB Customer 11. Juni 2013

Customers have more power today than ever before DIGITALLY CONNECTED ANYWHERE, ANYTIME BETTER INFORMED SOCIALLY NETWORKED 2013 SAP AG or an SAP affiliate company. All rights reserved. 2012 SAP AG. All rights reserved. 3 3

SAP 360 Customer for next generation Customer Experience Built on Enterprise Data Cloud Predictive Analytics Mobility Social Collaboration Powered by SAP HANA Real-time Business 2013 SAP AG or an SAP affiliate company. All rights reserved. 5

SAP 360 Customer Solution Portfolio SAP Cloud for Sales SAP Cloud for Social Engagement Collaboration with SAP JAM SAP Customer Value Intelligence SAP Account Intelligence SAP Audience Discovery and Targeting SAP Sales Manager 2.5 Sales Diary SAP Customer Briefing SAP Sales Companion Web Channel Experience Management 3.0 SAP Visual Enterprise & SAP CRM Service Predictive Analytics Sentiment Intelligence RDS SAP Precision Retailing *also available as RDS Solution 2013 SAP AG or an SAP affiliate company. All rights reserved. 6

SAP CRM powered by SAP HANA Lab Results Up to 115x search performance A search in a CRM system is the most common use case. Typical searches are for lists, not single items. Improvements in search performance have a direct benefit for user productivity. 100% full search flexibility Consistent search performance, independent of the amount or combination of search attributes for transactional or master data searches. 0 latency insights operational reporting Operational Reporting and Monitoring available in real time, based on granular business data, for business users. Zero latency for insights into current business operations. Up to 10x loyalty processing Fast processing of Member Activities in Loyalty Management. Typical transactional performance in other areas is on par with anydb.. Save up to 50% of database size No database indices required Using HANA Database makes all database indices obsolete. This can save up to 50% of database size in typical customer systems using classical databases. Up to 5x faster call center performance Call Center Performance improved in several areas of processing interactions (e.g. account retrieval and searches for registered product) 2013 SAP AG or an SAP affiliate company. All rights reserved. 7

SAP Customer Engagement Intelligence powered by SAP HANA An integrated Suite of Applications for Intelligence and Action Account Intelligence Audience Discovery and Targeting Customer Value Intelligence Business to Business Business to Consumer 2013 SAP AG or an SAP affiliate company. All rights reserved. 8

SAP Mobile for Line of Business Customer Mobilizing Sales Increases Sales Effectiveness SAP Sales Manager 2.5 SAP Sales Diary Offline support Sales Management covers the entire Lead-to-order process Tools such as Factsheet, Surveys, Marketing Attributes Available in 8 languages for global deployment Product Recommendation Device support Online and offline notes capturing Notes conversion to sales activities, tasks or attached to CRM objects User specific access to most relevant CRM information Contextual Information Collaboration Sales Factsheet SAP Customer Briefing Research customer information Company profile, key people, news, and CRM opportunities Access to history of customer business relationships Intuitive navigation Insight from SAP CRM data and 3 rd party data SAP Sales Companion News on people and customers from the internet Social media Integration 360 view on the customer including CRM and 3 rd party data Analytics from SAP HANA. Access to all customer related documents 2013 SAP AG or an SAP affiliate company. All rights reserved. 9

Big Data Sensors A new Paradigm for Customer Business Data-driven, Context aware and Action centric Business Suite Production... Pattern Recognition e.g. Sentiment Analysis Predictive Insight e.g. Predictive analytics Decision processing e.g. Audience discovery Action Call Center Social Campaign Loyalty Logistics Pricing... CRM Intelligence Transactional CRM HANA... Integrated E2E processes from data insight decision action Effective B2C Business from Big Data to segment of one Leverage (market) change with zero latency business process performance Responsive action across the value chain 2013 SAP AG or an SAP affiliate company. All rights reserved. 11

A Selection of on HANA Testimonials and Success Stories Optimize Customer Energy Management to change consumer energy behavior can result in saving % per month in energy costs Staying Healthy focus on patient preventative care Analyzing patient care in over 6 million hospital cases Deliver personalized context-relevant offers to players - Increasing revenue per year Focus is on the customer analyzing customer demands and market positioning of other innovative products offerings Predictive analytics from sales performance to better understand the seasonality of buying patterns Professional Tools and Services - Direct Sales and service to customers real time problem solving Powerful sales opportunity analysis improving customer relationships with corrective action long term strategy Faster time to market - sales pipeline in real time from CRM Real-time analytics on customer feedback Sales reps spend more time with physicians One stop service including genomic data analysis of cancer patients from days to 20 minutes Real-time decisions and coordination between sales, marketing, production, and logistics http://www.experiencesaphana.com/community/customer-stories Improve customer satisfaction and loyalty - 3000 sales people in 1800 plus stores responding to customers in real time Providing all product sales related data analysis to its business staff at any time and from any location 2013 SAP AG or an SAP affiliate company. All rights reserved. 12

Summary 5 Key Takeaways 1. Provide sales reps, service reps, marketers with a true 360 degree view across all channels 2. Timely and accurate decisions with real-time customer and product analysis 3. Collaborate to solve complex cases, perform preventative activities and drive revenue opportunities 4. Customer insights at your finger tips 5. Enrich the customer experience through mobile and social interaction 2013 SAP AG or an SAP affiliate company. All rights reserved. 13

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