omnichannel customer service - sapevents.edgesuite.net · omnichannel customer service thilo...
TRANSCRIPT
![Page 1: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/1.jpg)
OmnichannelCustomer ServiceThilo Kerner, Head of Business Development CEC
Wien, 05.04.2016
![Page 2: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/2.jpg)
What is Multi- and Omni-channel?
From Multi-channel toOmni-channel
![Page 3: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/3.jpg)
Multi-channel versus Omni-channel
mobile
contact
center
mobile social
contact
centercontact
center
web mobile social
CustomerService Agent
![Page 4: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/4.jpg)
What are the most important topics youhave to take into account when movingin the omni-channel world?
mobile socialcontact
center
contact
center
web mobile social
![Page 5: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/5.jpg)
#1
Meet Customers where they are
![Page 6: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/6.jpg)
#2
Remain consistent across
all channel
mobile social
contact
centercontact
center
web mobile social
![Page 7: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/7.jpg)
#3
Know Your Customers
![Page 8: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/8.jpg)
#4
Know your customers better
than every other company
![Page 9: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/9.jpg)
#5
Show customers that they are
value through personilized offers
![Page 10: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/10.jpg)
#6
Let Customers help themself
![Page 11: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/11.jpg)
#7
Operate as a single brand
Integration across all channels.
Integration across all business functions.
Integration across all products and services
![Page 12: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/12.jpg)
#8
Provide a homogenous
technical infrastructure
web
mobil
e
In
store/bra
nch
contact
center
digital
goodsmarket
-placeprint
digital
ads
social
@
PLATFORM
![Page 13: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/13.jpg)
#9 > Finally
Provide a seamless, consistent
and personalized omni-channel
experience
![Page 14: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/14.jpg)
Self service
OMNI-CHANNEL
CUSTOMER ENGAGEMENT
SERVICE EXECUTION/
DELIVERY
Engagement/
contact center
Field service
“LOW TOUCH” SERVICE “HIGH TOUCH” SERVICE
Unified communication Service Operation
Integration with transactional systems (ECC, ECP, CaaS): Orders, Returns, Billing and Payment, Accounts …
Chat/video chat voice/call back
Co-browsing (screen sharing)
Social channels
Email, sms
Online communities
(SAP Jam)Knowledge base
(SAP Jam)
Service Management
Ticketing and Workflow
Case Management
Contract/Warranty
Repair/Depot repair
Scheduling/Resource optimization
Parts management
(Predictive) Maintenance
[C4C]
loT
SAP Hybris Customer Service & SupportOmni-channel customer service throughout the entire customer journey
Remote Monitoring
![Page 16: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/16.jpg)
Quotes
Home Shopping Europe GmbH (HSE24)
HSE24 continually seeks to improve customers’ experiences, whether they interact
with the retailer via the Web, mobile device, or the call center. The company is
committed to service excellence.
National Health Service of Scotland
NHS 24 consists of three regional and seven local centers with trained and
experienced nurses who triage every call. The service then delivers appropriate
care for the caller by providing healthcare advice on the phone.
![Page 17: Omnichannel Customer Service - sapevents.edgesuite.net · Omnichannel Customer Service Thilo Kerner, Head of Business Development CEC Wien, 05.04.2016](https://reader030.vdocuments.mx/reader030/viewer/2022041205/5d57717988c993e2798b9f44/html5/thumbnails/17.jpg)
Quotes
Bona
With SAP Cloud for Service and Cloud for Social Engagement Bona chose to
integrate its technology platform to improve service and engage customers through
new channels. Now Bona can provide effortless service 24x7, and leverage new
customers via new channels.