sap İnovasyon forum İstanbul-crm’in Ötesinde limit yok!-lİnerİs

SAP İNOVASYON FORUM İSTANBULDİJİTAL ÇAĞ

Connected Innovation

CRM’in Ötesinde Limit Yok!

Konuşmacı Adı :Emre Bayıksel

Firma Adı :Lineris Solutions

© 2016 SAP AG or an SAP affiliate company. All rights reserved.

Corporate Profile

Industry Coverage

References

1

2

3

AGENDA

CEC Solution Overview

hybris Marketing

Cloud For Customer(C4C)

4

5

6

Corporate Profile

© 2016 SAP AG or an SAP affiliate company. All rights reserved. 4

Company Profile

THE FIRST SAP CRM FOCUSED

solution company in Turkey

25 INTERNATIONALLYexperienced Consultants


Company Profile

HIGHEST NUMBER

of SAP CRM reference projects

(more than 50 projects)

LOCAL AND INTERNATIONAL

Project portfolio

Industry Coverage


Industry Coverage

‣ FMCG

‣ Retailers

‣ Financial Services

‣ Real Estate Management

‣ Textile

‣ Construction

‣ Industrial Machinery and Components (Heavy Equipment Dealership and Manufacturing)

‣ Telecommunications

‣ Utilities (Gas and Electricity Distribution)

‣ Private Online Shopping

‣ Logistics

References

CEC Solution Overview

CUSTOMER ENGAGEMENT & COMMERCE

BECAUSE THE JOURNEY &

THE OUTCOME MATTERS


WEB MOBILE IN STORE CONTACT

CENTER

DIGITAL MARKETPLACE INTERNET

OF THINGS

SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT

TOOLS

INDUSTRIES

SALES SERVICE MARKETING COMMERCE

SAP HANA CLOUD PLATFORM

• SEAMLESS customer

journey across all channels

• SINGLE VIEW of the

customer

• INTEGRATED across sales,

service, marketing &

commerce

• Specific to your INDUSTRY

• AGILE and FLEXIBLE: Easy

to create customer specific

apps

Customer Engagement & Commerce


1st Generation

CUSTOMER RECORD

Departmental / Channel

Silos

SERVICE

SALES

MARKETING

COMMERCE

2nd Generation

‘Multi’-channel

CRM Suites

CU

ST

OM

ER

RE

CO

RD

SALES &

SERVICE

MARKETING

COMMERCE

3rd Generation

Omni-channel

Engagement Platform

CONTEXTUAL

MARKETING &

SERVICE

SALES &

COMMERCE

CUSTOMER

INTELLIGENCE

PHYSICAL &

DIGITAL EXPERIENCE

TRADITIONAL TECHNOLOGY SOLUTIONS NO LONGER WORK FOR

INDIVIDUAL CUSTOMER ENGAGEMENT

hybris Marketing


Explore & gain insights

Events & interactions from

all channels

Campaignexecution inall channels

Market data & events

Sales & service data

Financial data

Big data industry

Social media, webE-mail, sms,

traditional

Lead, opportunity

Interaction center

Personalized

commerce

Digital & social

channel

Intelligencethrough Predictive

Analytics

Personalizedtargeting &

orchestration

Capturing response

Plan , measure , optimize

The Digital Marketing Process


3rd Party Applications

(for data & execution)

SAP HYBRIS MARKETING

Acquisition Convert Loyalty**

Planning

Segmentation Recommendation

Insight

Batch & Events

Social providers

Mobile providers

Email Engines

Ad Providers

hybris Commerce

SAP ERP

SAP Sales

SAP Service

Marketing Data Management

Batch & Events

hybris Marketing Overview


Gain insight about known customers and unknown

people in real-time

Merge, match, and enrich profiles across all

channels

Identify interests and create a 360° view of people

in your ecosystem across all channels

Predict likelihood to buy, churn, show interest and

other behaviors in real time. In time to react.

Develop people from anonymous contacts to high-

value customers and brand advocates

MARKETİNG DATA MANAGEMENT


High performance customer segmentation on Big

Data in real-time

Great visualization & exploration tools to slice and

dice data on the fly

Waterfall UI with rich set of segment operations to

easily build complex segmentation trees with real-

time counting

Ad hoc analysis and segmentation at the same

time, self service by business users.

Optimize target groups leveraging predictive

analytics

Highly flexible on data source, incl. unstructured

data from social media, geospatial data, SAP and

non-SAP data

SEGMENTATİON


ACQUİSİTİON

Plan and set up multi-channel, multi-wave

campaigns

Manage communication templates

Create personalized, targeted content for execution

Execute multi-channel, multi-wave campaigns

(email, SMS etc.)

Automate Automate campaigns with triggers &

actions (e.g. click link in mail -> send SMS)

Triggered execution through segmentation criteria

and marketing events like cart abandonment

Detailed analytics at individual engagement level –

contacts and communications

Aggregate across campaign to measure key KPIs


Provide context-relevant, smart recommendations

based on previous purchasing behavior in real-

time leveraging predictive analytics

Increase conversion rates and average sales order

size by cross-selling and up-selling

Self-Learning models

Wizard-based UI for business analyst

Deploy in any channel

Standard integration with hybris commerce

RECOMMENDATİON


www.lineris.com

Segmentation


LOYALTY**

Enhance customer retention and

lifetime value

Flexible and easy-to-use interface for

marketing users

Deliver better customer experience by

delivering frictionless signup

Encourage advocacy and referrals


INSİGHTS - MARKETİNG PERFORMANCE MANAGEMENT

Define your own KPIs from multiple (internal &

external) data sources

Independent of traditional IT Reporting structures

Role oriented modelling paradigm, i.e. Dashboard

design by composer and consumption by business

user

Form-support for desktop, tablet and smart phone

Standard visualization catalogue for attractive

information design

Multiple Drill Downs can be viewed in parallel to the

root-components

Global filtering based on chosen dimensions

Detailed view to visualize overall reporting results


Customer portfolio analysis using the current and

potential value of your customers

Balanced score card to detect strength and

weaknesses in a customer relationship

Whitespace analysis to derive additional revenue

potentials

Scoring of interactions on both consumers and

contacts of a buying center

KPI monitor to derive & detect trends and patterns

from time series analysis

Derive personalized engagements from those insights

INSİGHTS - CUSTOMER VALUE INTELLİGENCE


www.lineris.com

CUSTOMER JOURNEY


Top down planning and budget distribution

Bottom-up budget allocation

Budget planning and consumption for all levels

of the marketing organization

Joint embedded analysis for managers and

employees on all dimensions without need for BI

/ data warehouse

Integrated calendar view of marketing

campaigns and analysis

View campaign key figures based on Campaign

Categories, Priority, Programs, Responsibilities,

Status and Region

Optimized for Desktop and Tablet

Native Calendar support (e.g. MS Outlook,

Apple Calendar) using iCalendar (.ics) format

MARKETİNG PLANNİNG


COMMERCE AND BEYOND

ASICS

Leading athletic footwear and sports

equipment company with estimated

revenues of EUR 2,6 billion

Chose SAP Hybris to manage:

- Increasingly global consumer base

- B2B and B2C on one platform

- Centralized consumer insight

- Consumer targeting

- Campaign execution

13 sites now live including Japan,

USA, UK, Australia and Germany

- 27% uplift in overall site

conversions

- 11% uplift in revenue

- 10% uplift in transactions

Cloud For Customer


EMPOWERED CONSUMERS ARE CHANGING THE RULESWELCOME TO THE AGE OF THE DIGITAL CONSUMER

DIGITALLY CONNECTED

SOCIALLY NETWORKED

BETTER INFORMED


Cloud for Customer (C4C)

• Customer Insights and 360 Degree View

• Sales Force Enablement & Productivity

• Delivering Service Excellence

• Specific To Your Industry

• Any Device, Any Where

• Seamless Integration to Backend Processes

AT EVERY ENGAGEMENT FROM VİSİT TO SERVİCE

www.lineris.com

‣ SAP Cloud for Sales

Opportunity management & insight

Account management & intelligence

Sales performance & effectiveness

Industry solutions

‣ SAP Cloud for Services

Customer service across every channel: email, web,

phone, social, SMS

End-to-end field service

‣ SAP Could for Social

Engagement

Interaction through social channels

Integrated with Facebook, Twitter, Youtube etc.


www.lineris.com

Real Time Analytics


www.lineris.com

On Every Device


www.lineris.com

All funcitonality in One App


C4CCloud for Customer

www.lineris.com

Real-Time Analytics• Dashboards & forecasting

• Configurable custom reports

• Account 360

• Mash-ups with SAP BW & Business Objects

Opportunity Management & Insight• Easy Lead, Opportunity & Activity

Tracking

• Competitor Insight

• Guided Selling

Groupware Integration• Full-Featured with 2-way

Sync

• Support for Microsoft Outlook

and Lotus Notes

Account Management & Intelligence• Fast Account & Contact Updates

• 360 Customer Intelligence

Integration• Pre-built integration to SAP ERP,

SAP CRM,

SAP JAM, InsideView, Xactly and more

• Mashups with most other apps

Productivity & Personalization• Flags

• Tags

• Shelf

Collaboration & Social• Feeds, Followers and @mentions

• Internal, Customers, Partners

• Deal Sites

• Social Selling

• Quick Creates

• User-Defined Fields

• Workflow

Mobile

• Complete mobile apps, no extra cost

• Support for iPad, iPhone, Blackberry & Android

Predictive Analytics• Deal Finder – Lead Scoring

• Deal Closing - Spiral of Influencer

Modern User Interface

• UX designed for 21th century

• Google like searches

http://www.lineris.com/


• SALES PERFORMANCE MANAGEMENTTurn sales strategy into action to engage customers like

never before, drive revenue, and exceed goals and

objectives.

• COLLABORATIVE SELLINGMake every sales interaction count by connecting sellers

and customers with the right content, insights, and experts

at every stage of the deal.

• SELLING THROUGH CONTACT CENTERSMake real-time offers to increase cross-sell and up-sell,

drive revenue, and improve satisfaction.

• BILLING REVENUE & INNOVATION

MANAGEMENTMonetize services with flexible pricing and revenue tools

SALES

ENABLING THE STRATEGIC SELLER

www.lineris.com

Cloud For Sales


EASY

Opportunity Activity

Competitors

www.lineris.com

Pipeline Analysis

Win/loss ratio

Sales Analysis

Quotation

www.lineris.com

Cloud For Service


CLOSED LOOP ENTERPRISE

PROCESSES

End-to-end integrated process

automation

OPEN FRAMEWORK

Leverage existing solutions,

partners, or build your own

UNIFY THE CUSTOMER VIEW

Develop a holistic customer view and

enable complete context

SAP HANA CLOUD PLATFORM

OMNICHANNEL

SUPPORTSOCIAL SERVICE

CUSTOMER SERVICE FIELD SERVICE

SELF-SERVICESERVICE ORDER

MANAGEMENTMOBILE

RESOURCE

SCHEDULING

KNOWLEDGE

ANALYTICS

SOCIAL COLLABORATION SALES

SAP Cloud for Service

WEB MOBILE SOCIALCHAT

INTERNET OF

THINGS

CALL

CENTEREMAIL&SMS

@


Customer Service capabilities in SAP Cloud for Service

SAP CLOUD for

CUSTOMER

INTEGRATION

ACCOUNTS &

CONTACT PERSONEMPLOYEES

INDIVIDUAL

CUSTOMERSPARTNERS

PHONE

TICKET

RESPONSE FEEDER

(w Templates)INTERACTION LOGSOLUTION FINDER

SOCIAL

COLLABORATION

CATEGORIES TASKS & SURVEYSSERVICE LEVELS

MO

BIL

E

AN

ALY

TIC

S

WORKFLOW NOTIFICATIONS ROUTING & ESCALATION

SAP ECCHYBRIS COMMERCE INDUSTRIES

EMAIL SMS WEB CHAT SOCIAL


End-to-End Field Service Management

Omni-channel support

Service ticket handling

Knowledge

management

Approval workflow

Warranty, Contract and

SLA determination

OMNI-CHANNEL

CUSTOMER

SERVICE

Planned labor and

parts

Planned tasks and

checklists

Advance shipment of

parts

Optimize schedule and

resource assignment (*)

PLANNING &

RESOURCE

SCHEDULING

Parts confirmation,

ordering (**) and

returns

Van Stock, Parts

catalog, Barcode

scanning (**)

Time Recording and

Expenses

Measurement

readings (*)

Work Instructions

Visit reports and

customer signature

FIELD SERVICE

EXECUTION &

CONFIRMATION

Billing

Cost allocation and

revenue recognition

Parts logistics

Real-time reporting

and KPI’s

FINANCE,

LOGISTICS &

ANALYTICS

Manage customer

installations

Manage service

contracts, warranty,

and entitlements

Schedule preventive

maintenance plans (*)

QUOTE &

SERVICE

CONTRACT

Routing, queuing and

escalation

Social collaboration

Predictive maintenance

and service

TECHNICAL &

REMOTE

SUPPORT

(*) New in 1508

(**) Roadmap


Field Service capabilities in SAP Cloud for Service

ACCOUNTS &

CONTACT PERSON

INSTALLED BASE &

REGISTERED

PRODUCTS

SERVICES & PARTS

MEASUREMENTS &

MEASUREMENT

READINGS

WARRANTY CONTRACTSERVICE LEVEL

AGREEMENT

MAINTENANCE

PLAN

WORK TICKET

RESOURCE SCHEDULER

SERVICES TIMEPARTS EXPENSES

PRICING & COVERAGETIME ENTRY & TIME

REPORTSPRODUCT LISTS

SURVEYS TASKS

WORKFLOW APPROVAL WORKFLOW ROUTING RULES

INTERNAL

ORDER

ADVANCE

SHIPMENT

BILLING

REQUEST

TECHNICIAN

STOCKTIMESHEETS

SAP CLOUD for

CUSTOMER

SAP ECC

MO

BIL

EA

NA

LY

TIC

S

CONTRACT

SALES


ASM, GLOBAL LEADER IN ASSEMBLY TECHNOLOGY CHOSE SAP CLOUD FOR CUSTOMER TO HELP THEM EXPAND THEIR SERVICE DELIVERY CAPABILITIES

SAP Cloud for Service, SAP Cloud for Sales & SAP Jam will enable more than 3,000 ASM serviceoperations and field technicians to perform fieldservice scenarios around service, maintenance andinstallations of their equipment


IntegrationAnalyticsMobile Collaboration

SAP HANA Cloud Platform

Portal

www

Transactions Streaming Predictive Text MiningAnalytics Spatial

SAP HANA AppServices

SAP HANA DBServices

Security

Application Services

Enablement ServicesApplication Management Systems Management Administration & Monitoring

SAP Cloud for Customer Extension AppsOpen APIs SDK

• Natively enables

customizations and

integrations via SDK

and open APIs

• Leverage HANA Cloud

Platform to build next

generation extension

apps

SAP CLOUD FOR CUSTOMER ON HANA CLOUD PLATFORM


SAP CLOUD FOR CUSTOMER INTEGRATİON STRATEGYINTEGRATE WİTH SAP AND NON-SAP BACKEND SYSTEMS

iFlows

(Prepackaged Integrations)

Open APIs and

Deployment Choice

• Cloud-based multi-tenant technology

for real-time process integration and

data integration

• Design time with graphical flows and

mappings

• Centralized monitoring and

administration

• Community marketplace

• Prepackaged integration flows with

prebuilt logic for integration

scenarios, routings, and mappings

for:

• SAP Cloud-SAP On Premise

• SAP Cloud-SAP Cloud

• SAP Cloud-3rd Party Clouds

• iFlows developed on SAP HANA

Cloud Integration, NW PI, or point-to-

point

• Rich set of open standards

based APIs to build custom

integrations

• To provide choices to

customers, in addition to offering

our own integration

technologies, SAP also certifies

connectors developed by third-

party integration platforms like

MuleSoft, Cast Iron, and Boomi

SAP HANA Cloud

Integration Technology


SAP CLOUD FOR CUSTOMER2015 – CROSS INDUSTRY FOCUS

CONSUMER SERVİCESMANUFACTURİNG ENERGYFİNANCİAL

PUBLİC

SERVİCE

1. CPG

Perfect Store

Distributor Management

Direct Store Delivery*

2. Retail/AFS

Frontline Sales

Apparel / Footwear Sales

3. Wholesale

Order and Pricing

Visit Planning

Returns Management*

4. Banking

Client Managed Banking,

Wealth Management and

Commercial Banking

5. Insurance

Lead-to-Policy

6. High-Tech

Design Registration

Sales – CPQ

Service and Call Center

7. Industrial Machinery

& Components

Lead-to-Order

CPQ


8. Automotive

Dealer Sales and

Service

Vehicle Management

11.Utilities

Commercial and

Industrial Selling

Utilities Call Center and

Field Service

12.Chemical

Sample Management

Vendavo Integration

13. Oil & Gas

Downstream Sales and

Field Services

Fuel Distributor

Management

8. Prof-Services

Project, Bid, and Event

Management

9. Telco

Social, Service, and Call

Center

10. Travel & Transport


14. Education

Student Services

15. Public Sector

Case Management

16.Healthcare

Patient Engagement

*Roadmap

+ PARTNER PACKAGED – INDUSTRY ADD-ONS

Life Sciences

Ivy Mobility ++

Chemicals

Qnovate ++

More to come..


Teşekkürler

İletişim Bilgileri:

Ad Soyad : Emre Bayıksel

Ünvan : Managing Partner

Adres :19 Mayıs Mah. İnönü Cad. Sümer Sk. Zitaş Blokları C1 Blok D.15, 34736 Kadıköy / İstanbul

Telefon Numarası:0554 332 5461

sap İnovasyon forum İstanbul-crm’in Ötesinde limit yok!-lİnerİs

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