deliver the perfect omnichannel commerce experience
TRANSCRIPT
Deliver the Perfect Omnichannel Commerce ExperienceCharles BartonProduct Manager
SAP Hybris Commerce
of consumers say they use their devices as second-screens while watching TV at the same time.
87%of shoppers use mobile devices when shopping in store.
75%
THE CUSTOMERIS CONNECTED ALL THE TIME
THE CUSTOMERIS MOBILE
DIGITAL FOOTPRINTS EVERYWHERE
Source: InReality Report, Q2 2015. Source: Accenture report, Q2 2015.
search queries are performed every second on Google
40,000
Source: Forbes, Sep 2015.
LandslideCE Giant wasn’t prepared for landslide of customers that abandoned retail channels overnightSource: Partner Your Way to Success in Experience Management, Digital Clarity Group (2015)
71%63%59%56%
SocialMobileSearchOnline Display/Commerce
Source: Important Digial Transformation Channels, eMarketer (2014)
22%CEO’s believe that business model change is the cause of ‘The Next Big Thing’ Source: PWC 17th Annual Global CEO Survey
SOCIAL AND MOBILE ARE FORCING DIGITAL TRANSFORMATIONS
BUSINESS MODELS ARE BEING DISRUPTED
CHANNEL SHIFTING HAS IMPACTED STATUS QUO
THE MAJORITY OF BUSINESSES CAN’T SUPPORT AN OMNI-CHANNEL CUSTOMER JOURNEY.
JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF BETWEEN CHANNELS.
SOURCE: Forrester Wave Customer Service Solutions 2014
LEGACY APPLICATIONS, INTEGRATION CHALLENGES, AND DATA SILOS MAKE THIS IMPOSSIBLE TODAY.
5
CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC.
OMNICHANNEL IS BUSINESS.
WE ATTACK THE CORE OF THIS PROBLEM
TRANSFORM WITH COMMERCE
BECOME AN OMNI-CHANNEL BUSINESS
DELIVER CONTEXTUAL CUSTOMER EXPERIENCE
RESPOND TO THE MARKET FASTER
SAP Hybris Commerce - DESIGNED FOR MODERN BUSINESS
MOVE AT SPEED OF BUSINESSProduct Content Management. Customer Experience. Merchandising.
ONE CUSTOMER EXPERIENCECommerce. Order Management. Together.
CONFIGURED FOR SUCCESSOur Customers. Our Partners.
Accelerators. Hybris Extend. The Data Hub.
Built to complement not replace existing investmentsModern. Extensible. Standards-based.
POSMobileWeb Call Center Social Print TV
ERP WMS PLM CRM Data Pools
SAP HYBRIS COMMERCE – SOLUTION OVERVIEW
SEARCH & MERCHANDISING Solr Based Search & Navigation Faceted Browsing, Keyword & Product
Suggestions Boost & Bury and Visual Search Editing Merchandising Mix Based on Customers,
Business (Margin, Inventory) and Product Context
Java Based Agile, Flexible, Extensible Various Deployment Options (On-Premise, Cloud Edition,
Edge Edition, Edge Cloud Edition) YaaS Microservices Architecture
PLATFORM
ORDER MANAGEMENT Real-Time Inventory Management Across
Entire Organization Sourcing and Allocation Order Versioning, Order Routing, Order
Replenishment Pick, Pack and Dispatch Omni-Channel Fulfillment incl. Buy Online
Pick Up In Store & Buy Online Return In Store
CUSTOMER SERVICE Ticketing System Assisted Service Mode Customer Support Cockpit
CUSTOMER EXPERIENCE / WEB CONTENT MANAGEMENT
Page Templates for All Channels SmartEdit UI Preview Mode incl. Device Context Preview Drag & Drop Editing of Components and Slots
PRODUCT CONTENT MANAGEMENT Content and Catalog Management Workflow & Collaboration Tools Product Classification & Categorization Intuitive, Multilingual Product Cockpit
INTEGRATION Data Hub for Data Aggregation and Validation Open Omni Commerce Connect (OCC) API SAP Hybris Extend Marketplace
MOBILITY Responsive Design Templates iOS and Android Mobile App SDK Mobile Optimized Websites
MARKETING & ADVANCED COMMERCE Advanced Pricing engine Promotions & Coupons Bundles & Subscription based products
SAP HYBRIS COMMERCE FUNCTIONAL MODULES
SAP HYBRIS COMMERCE NOT AVAILABLEOPTIONAL
FUNCTIONALITY
PLATFORM
USER & ACCESS MANAGEMENT
INTERNATIONALI-ZATION
ADVANCED SECURITY
WORKFLOW & COLLABORATION
WEB SERVICES API IMPORT & EXPORT REPORTING
WEB(unlimited Web Pres.&
Languages)
MOBILECHANNEL POS INTEGRATIONCHANNELS
MODULES & ACCELE-RATORS
PERSONALIZATION
ORDER MGT MODULE
VOUCHER
PROMOTIONS
CROSS SELLING
SOCIAL COMMERCE
PAYMENT COMMERCE SEARCH
SEARCH & NAVIGATION
PCM for ONLINE
CLASSIFICATION
ASSISTED SERVICE MODULE
MOBILE MODULE
CUSTOMER SUPPORT MODULE
INSTORE MODULE
B2B PUNCHOUT
yFORMS (requires Orbeon license)
B2C COMMERCE ACCELERATOR*
B2B COMMERCE ACCELERATOR*
FINANCIAL SERVICEACCELERATOR
ENTITLEMENTS & METERING
ORDER MGT SERVICES
TELCO ACCELERATOR
PCM ENTERPRISE
CLUSTER
ADVANCED PERSONALIZATION
SUBSCRIPTIONS MODULE
SUBSCRIPTION BILLING GATEWAY
BUNDLING MODULE
DATA HUB
COMMERCE INFRASTRUCTURE
SERVICES
CUSTOMER SERVICE CHANNEL
COMPLEMENTARYSOLUTIONS
* Require license of SAP Hybris Customer Experience
CUSTOMER EXPERIENCE
TRAVEL ACCELERATOR
SAP HYBRIS COMMERCE POWERS BUSINESS RESULTS
DEPLOYMENT OPTIONS
ON PREMHYBRIDPRIVATE CLOUD
CONTINUOUSLY INVEST TO MEET DEMANDS OF BUSINESS
12.04.2014 03.11.2015
5.4 5.5
102 days
5.608.04.15
63 days
5.7 6.0
Accelerator (B2B, B2C)
Assisted Service Module
Bundling
Mobile SDK
Order Management
Data Hub
Integration: SAP ERP
Integration: SAP CPQ
Integration: SAP CAR
Platform
RESTFUL SVC (OCC)
10.08.15
Accelerator (B2B, B2C, China)
WCMS
Search & Navigation
Mobile SDK
Order Management
Data Hub
Integration: yForms
Integration: SAP Hybris Marketing
Integration: SAP ERP
Platform
RESTFUL SVC (OCC)
04.17.15
5.5.1*
*5.5.1 featured Financial Services Accelerator and JAVA 8 support (27 days)
04.13.16
Accelerator (B2C, B2B, China, Telco, FS)
Search & Nav
Order Management
Mobile SDK
Backoffice
Data Hub
Integration: SAP Hybris Marketing
Integration: Cloud for Sales, Cloud for Service
Integration: SAP ERP
Platform
SAP Hybris Customer Experience
SAP Hybris Merchandising
Promotion &Rule Engine
Customer Support
YaaS Connect
Backoffice
Accelerator
Order Management
Platform
46 days 188 days
Accelerator (B2B, B2C, China)
SAP Hybris Customer Experience
Promotion &Rule Engine
Order Management
SAP Hybris Merchandising
Customer Support/ASM
Backoffice
CPQ
Data Hub
Platform
Customer Support
Order Management
SAP Hybris Customer Experience
China Accelerator
Promotions
Data Hub
Backoffice Framework
Configurable Products
6.1 6.210.19.1607.27.16
105 days 84 days
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE, INTEGRATION
COMMERCE MARKETING SERVICE SALES
WEB IN-STORE/BRANCH
CONTACTCENTER
DIGITALGOODS
MARKET-PLACES
IoT SOCIALMEDIA
TEXT/NOTI-FICATIONS
SEARCHKW/ADS
DIGITAL ADVERTISING
E-MAIL PRINTING AGENT TOOLSMOBILE
BILLING
DATA MANAGEMENTCUSTOMER | PRODUCT
The Simplified Front Office with SAP Hybris
Whats new!
Customer Experience | Smart Edit
MARKETING AND PUBLISHING TOOL• Fully integrated with PCM and
Commerce• Edit content in the context of the
customer• Manage content & personalization in
the same view
MOBILE FIRST APPROACH• Responsive page templates• Device context preview• Mobile optimized websites
ADVANCED SMARTEDIT MODE• Drag-and-drop usability• On-the-fly changes to product
content• Component synchronization• Advanced preview capabilities
SmartEditINTUITIVE WCMS Edit in context Visual tooling Drag & drop components Preview inflection points
Customer Experience | Personalization
MAKE IT EASY TO BUILD EXPERIENCES RELEVANT
TO YOUR CUSTOMERS.
Make a customer’s experience more relevant to them and their current context
Provide tooling within SmartEdit to manage consistently for content, merchandising & commerce functionality
Drive engagement & conversion with tailored experiences for your customers
Personalization | Key Capabilities
Create and deliver targeted experiences that are relevant to your customers
See your changes as you work to build an experience
Learn more about your customer using SAP Hybris Profile to drive segments
Adapt as profile learns more during customer interactions
Schedule experiences such as summer sales, valentine’s day promotions
SET UP AND MANAGE PERSONALISED CONTENT
PROMOTION ENGINE & COUPONS
Easy to use, intuitive business toolsand templates for faster creation and publishing of promotions
EASY TO USEBuilt on industry standard rule engine with unlimited flexibility and optimized performance
POWERFUL TARGETEDExtend OOTB functionality with your own promotion conditions and actions
EXTENDABLEHighly targeted promotions and coupon based campaigns
RULE BASED PROMOTIONS
CART
Give Product X for free
Has Total >= $X
Contains product(s) in category C
Contains product(s) with quantity N
Add discount on cart total
Change shipping method
Add discount on line item
CONDITIONS
ACTIONSCUSTOMER
PRODUCT SITE
CUSTOM
DELIVERY
CATEGORY
COUPON MANAGEMENT
Free gift
Coupon Code
Qualifying products
Cart total
Order level discount
Free Coupon
Product level discount
CONDITIONS
ACTIONS
Single Code Coupon Multi Code Coupon
SUMMER69 PROMO-XB9C-8ZKL
Coupon
Redemptions per customer
Maximum redemptions
Code generation
Prefix: PROMO Separator: -
PartCount: 2 PartLength: 4
Promotion rule
The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described.
INTUITIVELY CREATE PROMOTION CONDITIONS & ACTIONS
ADD PROMOTIONS TO YOUR STOREFRONT
ORDER MANAGEMENT FOR SAP HYBRIS COMMERCE
Buy & Fulfill from AnywhereEndless Aisle
Custom ATSPick, Pack & ShipPickup & Return In Store
Single View of Orders, Self-Service
Online & In Store Returns
DISTRIBUTED ORDER MANAGEMENT
ORDER ORCHESTRATION
ORDER LIFECYCLE MANAGEMENT
Omni-Channel for Multiple Back-Ends
Simplify Complex Sourcing & Order Splitting
Workflows
INVENTORY & AVAILABILITY | ATP View
OM provides a light weight way to manage stock and availability from head office or within your stores without needing to directly interact with complex back-end systems.
By orchestrating the available to sell calculations, OM shows users a single, real-time, view of availability.
Viewing different ATP formulas and results from different sources, understand and manage what you really have available, locally and globally.
ATP VIEW ALLOWS USERS TO VIEW THE DIFFERENT ATP FORMULAS AND VALUES CONFIGURED FOR BASE STORE, PRODUCT AND LOCATIONS
SELF SERVICE | Cancellations
EMPOWER CUSTOMERS TO SELF-SERVICE THEIR ORDERS WITHIN THE MY ACCOUNT AREA OF THE ACCELERATOR STOREFRONT
Orders and order items can be tracked, viewed and cancelled giving the customer greater flexibility within and along their commerce journey experience
Free up Customer Support Agents to reduce costs and enable them to give better customer service support elsewhere, providing customer sales support to increase revenue
Customers can save time and effort, reducing frustration, increasing satisfaction and promoting loyalty
FULFILLMENT in MULTIPLE Back Ends with S/4 HANA
SAP Hybris Commerce cross-industry offering for Distributed Order Management Order Lifecycle Management Order Orchestration
Fully integrated with SAP ERP and SAP S/4HANA back ends
Supports fulfillment based on multiple back ends
Offers the framework & patterns to integrate non-SAP back ends
Offers the framework and the patterns to consume external services, e.g. for Source of inventory/availability
information Making sourcing decisions
FULFILL WITH A SUPERIOR EXPERIENCE USING ORDER MANAGEMENT FOR SAP HYBRIS COMMERCE AND SAP BACK ENDS.
BACKOFFICE CUSTOMER SUPPORT COCKPIT
UI optimizedfor Customer
Support agents
Full access to Order Management
functionality
ASM based storefront
integration
FEATURE RICH
Based on modern Backoffice Framework
Optimized for Desktop & Tablet
SSO between Backoffice and Storefront
MODERN ARCHITECTURE
BACKOFFICE CS COCKPIT
CUSTOMER SUPPORT COCKPIT
SAP HYBRIS COMMERCE, ASSISTED SERVICE MODULE
PICK UP CUSTOMERS‘ STOREFRONT SESSIONSAND PROVIDE REAL-TIMECUSTOMER SALES SUPPORT
ASM CUSTOMER 360 Degree View
Enhanced personalization for CS Agents to serve the customer, saving time in searching for the information from myriad sources
An open framework that will allow simple integration with external customer profile sources, making that data available anywhere
Integration with WCMS allows components to be updated in runtime, avoiding costly project work and downtime
THE CUSTOMER 360 DEGREE VIEW FRAMEWORK DISPLAYS ADDITIONAL CUSTOMER INFORMATION TO ENABLE A MORE PERSONALIZED CUSTOMER SALES AND SERVICE SUPPORT JOURNEY
ASM CUSTOMER 360 Degree View | Look & Feel
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP Hybris Commerce | Roadmap Highlights
NEXT RELEASEQ1 2017
LATEST RELEASEQ4 2016
FUTURE OUTLOOKQ2 2017 & BEYOND
CX
OM
SAP INT
PLATFORM
MDM
COMMERCE Commerce Quotes (Phase 1)
CMS SmartEdit Enhancements Personalization Across Commerce
Inventory & Availability – External Sources Order Mods & Self-Service – Return Request
Data Hub Elastic Scale & Failover Backoffice Product Cockpit Profile Aging and Data Decay
End-to-End Commerce with S/4HANA
Cloud Deployment: Containerization
Sales Organization (Phase 2) Enhanced Bundles, Bundle Management Commerce Quotes (Phase 2)
Versioning & Workflow Searchandising
Business Configuration Cloud Convergence
Data Hub Developer Tooling Backoffice Workflow Center, PCM Assortment Profile Analytics
After-Sales Self-Service with S/4HANA Omni Commerce Quotation Management
Cloud Deployment: Cluster Management Service Layer Direct Rollout
Potential Promotions Coupon Giveaway Promotion
CMS SmartEdit Enhancements Content Personalization, Profile Integration
Inventory & Availability – ATP View Order Mods & Self-Service – Cancellations
Data Hub Operational Awareness Backoffice Sass Support & Grid View Profile for Commerce Improvements
End-to-End Commerce with S/4HANA Promotion Discounts in AOM
Distributed Processing Service Layer Direct Rollout
The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described.
THANK YOU!