Discover the cockpit in SAP Hybris Customer Experience, which combines SAP Hybris solutions with digital technologies such as augmented reality and the Internet of Things. Learn how to create unique, differentiating customer experiences that exceed expectations by assisting and guiding clients, field agents, and service agents through their interactions. Learn more: https://www.hybris.com/

1. POWER
THE DIGITAL
ENTERPRISE
PUSH THE CUSTOMER EXPERIENCE BEYOND
EXPECTATIONS
LAKSHMI NAIR
OCTOBER 18, 2017

2. 3,500+
SAP CRM experts
300+
SAP Hybris Cloud for
Customer resources
150+
SAP Hybris Billing
50+
SAP Hybris Marketing
Established
practice
In SAP CRM business for
15+ years
160+ SAP CRM
On-premise projects
Approximately
50,000
after go-live of running projects
Key assets
• High Velocity Customer Experience solution (HV CX)
• Accenture methodology for cloud delivery
• SAP Hybris Cloud for Customer demo scenarios
Engagements
In addition to client engagements, Accenture supports development of SAP solutions for
customer engagement as well as SAP IT in various areas and runs F1 engagements.
First in co-innovation with Accenture and SAP Business Solutions Group.
Accenture has implemented
15,000+ users
on SAP Hybris Cloud for Customer clients
80+ million records/day
Convergent charging rate implemented Convergent invoicing rate implemented
Millions of invoices/day
In SAP Hybris solution
business
for 8+ years
70+ SAP Hybris
Commerce
10+ SAP Hybris Billing
projects
800+
SAP Hybris Commerce
• SAP Hybris delivery centers in India, Philippines, China,
Portugal, and Spain
• Specialized in SAP Hybris Marketing, SAP Hybris Cloud
for Customer, SAP Hybris Commerce, SAP Hybris
Billing, SAP Cloud Platform
• 34 e-commerce and design studios
• SAP Hybris Cloud for Customer and cloud
estimators
• Sales and delivery playbooks for executives
ACCENTURE’S GLOBAL PRACTICE WITH
SAP HYBRIS SOLUTIONS AT A GLANCE
Customer engagement
Accenture has a strong and growing
practice with SAP Hybris solutions as part
of the sales and customer service domain
Innovation center
Leveraging Accenture High Velocity assets
across SAP Hybris solution offerings,
including Accenture's Liquid Studios for
SAP Cloud Platform developments
Delivery center
C4C

3. AN OMNICHANNEL EXPERIENCE
IS INCREASINGLY IMPORTANT
ACROSS INDUSTRIES.

4. 4
KEY CUSTOMER CHALLENGES NOT ADDRESSED
CUSTOMERS CONTINUE
TO BE FRUSTRATED.
61% or more
consumers have
switched due to poor
customer service in at
least one industry.
75% of consumers
have been unhappy
because of broken
promises.
Over 80%of customers have
been unhappy about having to
contact the company multiple times
for the same reason.
74% or more consumers
have found companies to have
unfriendly business policies
such as inflexible return
policies and poor warranty.
Over 79%
of customers have
been frustrated about
long hold times.
Copyright © 2017 Accenture. All rights reserved.

5. CONSISTENCY, PRECISION, AND A HYPER-FOCUS ON EXPERIENCE
ACROSS CHANNELS ARE KEY.
5
HOW WE ENGAGE CUSTOMERS
IS EVOLVING.
New
customer
engagement
model
24x7
SERVICES SALES
Social media
Community
Machine
learning
Robots
E-care
VCA Call center
Integrated
sales channel
Social
sales
Mobile
sales
Always-on
support
Knowledge-
centered
One-to-one
personalization
Cross-channel
context
Social
Pervasive
interaction
Source : Accenture Customer Vision
Copyright © 2017 Accenture. All rights reserved.

6. CUSTOMER EXPERIENCE
BEYOND EXPECTATIONS

7. 7
SEAMLESS PLATFORM
FOR CUSTOMER EXPERIENCE COCKPIT
Copyright © 2017 Accenture. All rights reserved.
Solid platform for digital
customer service with automated/
virtual agents and digital
assistants
Engaged sales and service
organization with artificial
intelligence, machine learning,
and data-driven insights
End-to-end customer experience
with connected devices and
virtual experience (augmented,
virtual, and mixed reality)
HELPING YOU PUSH THE CUSTOMER EXPERIENCE
BEYOND EXPECTATIONS
SAP Hybris
Billing
PC
Mobile
Tablet
Phone
SMS
Web
App
Email
Fax
Calls
Chat
SAP Hybris
solutions
Cloud for
sales/service

8. END-TO-END DEMO
SAP HYBRIS CLOUD FOR
CUSTOMER AS COCKPIT TO DRIVE
SERVICE

9. Copyright © 2017 Accenture. All rights reserved. 9
FIELD SERVICE REPAIR WITH CONNECTED DEVICES
Connected devices
Fleet service management
Service management
Augmented and virtual reality
IOT
VIRTUAL
EXPERIENCE
• Real-time alerts
• Machine metrics
• Machine picture capturing for smart information of the machine
• All equipmentof the machine
• Alerts will be seenfor a particular part
• Rotate the part to see 360-degreeview
• Fix details of the machine
• Smart customerbase
• Customermachine details
• GPS locations of the machine
• Part and alert details
• Auto creation of service tickets
• Assignmentof technician to the service tickets
• Resource scheduler
• Customersurvey management
SMART
FLEET
SAP HYBRIS
SOLUTIONS

10. Copyright © 2017 Accenture. All rights reserved. 10
Technician visits
the location.
Technician opens the AR app to
de-assemble the machine to
check the issue. He would have
a 360-degree view of the
machine and be able to zoom
into the specific faulty part to
inspect and repair.
Technician captures the
survey from the work and
closes out the ticket.
Customer is happy with the quick
turn and resolution of his issue.
Service manager assigns
ticket to field technician.
IoT gauges send high-priority
measures for fleet KPIs to the
station.
Smart fleet automatically
creates high-priority ticket to
address the issue.
Service manager viewsthe
cockpit highlighting high-
priority ticket.
FIELD SERVICE REPAIR
USER STORY
FLEET (IOT)
STATION ANALYST
(SMART FLEET)
SERVICE
MANAGER
ENRICHED CUSTOMER
EXPERIENCE
FIELD
TECHNICIAN

11. QUESTIONS
AND ANSWERS

12. THANK
YOU
PUSHING THE CUSTOMER
EXPERIENCE BEYOND
EXPECTATIONS