leveraging digital disruption in the age of the connected ... · mobile survey interaction using...

SAP Digital Interconnect

Rob HeuserDirector, Strategic AccountsSAP Digital Interconnect

October 2017

Leveraging Digital Disruption in the Age of the Connected Traveler

Formerly SAP Mobile Services

2© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Travel in the Analog Age


Travel in the Digital Age with Mobile


Connected customers want more orchestrated and contextual engagements

74%E-mail

42%Push notifications

30%SMS

34%Messaging apps

Source: SAP Digital Interconnect 2017 Mobile World Congress surveys


Messaging transforms engagements and creates value for travel brands

65%of consumers regularly use mobile phones to transact business

74%of consumers say that they cannot “do without their mobile phones”

Source: SAP Digital Interconnect 2017 Mobile World Congress surveys


Connected consumers reject generic content and uncoordinated delivery

70%of consumers plan to use SMS the same or more often than they do now

102%increase in year over year global ad blocking apps use in 2016

Source: PageFair 2016 Mobile Ad Blocking Report


Protecting data, customers, and the brand is critical for success

60%of small businesses will close within six months of a cyberattack

90%of respondents feel more comfortable with 2FA in interactions

Source: Brandz Top 100 Most Valuable Global Brands 2016


Embracing the mobile mind shift in the age of the connected traveler

Transform customer and user experiences

Accelerate your digital business processes

Embrace the mobile mind shift

Turn business insights into action

Drive business with security and compliance


Mobile influences the entire digital journey of the connected traveler

Empower choice, convenience, and control with real-time updates and notifications

Offer differentiated amenities and personalized offers and

service to a diverse base

Acknowledge trips, recognize preferences, and cultivate relationships

Manage disruptions that delivery, safety, experiences, and resiliency

Streamline operations with intelligent interconnectivity to

improve engagements and efficiency

Focus staff on interactions that enhance relationships and

incremental revenue


Selected messaging use cases for the travel and hospitality industry

Deliver reliable departure information to travelers via SMS

Obtain a near-real time satisfaction rating upon arrival or

departure

Use logic rules to locate and communicate with employees

� Send one-way messages using the most reliable combination delivery channels ensuring global delivery to roaming travelers

� Potential usage as value voucher channel during major disruption

� Deliver two-way messages using the most reliable combination of short and long codes for global delivery to roaming travelers

� Capture the responses

� Forward them for instant analysis to identify potential problem flights within minutes of arrival

� Load employee movements, schedules, workflows, and communication data into a rules engine

� Send automated “location request messages” before meeting time

� Create ad-hoc contextual messaging to optimize employee schedules based on disruption, location, and status data


Mobile Survey Interaction Using SMS

• Effectiveness of Mobile is Unparalleled

• Use Mobile to engage with Customers in real-time

• Send SMS to evaluate customer satisfaction

• Done immediately after service event

• Other Uses

• Purchase Intent

• Customer Re-engagement

• Real-time customer support


Multi-level Surveys


Our vision of the connected traveler’s journey

PRE-STAY

STAY

POST-STAY

Inspiration

Seamless booking.

Relevant promotions

Mobile welcomeCheck-out

Thank you

Rate experience

Check-inAncillary offerings


Intelligent interconnectivity enriches travel and hospitality workflows

1Create target

customer base for offer

2Analyze needs

create offers 3

Select product and extend

offer

4Validate customer identity

5Complete

booking and transaction

6Send

real-time trip updates 7

Send upgrades and offers

8Monitor

disruptions

9Send surveys

and loyalty updatesSAP Intelligent Notification 365

delivers offers using preferred customer channels

SAP Engagement 365plans and executes mobile campaigns

SAP Authentication 365 protects customer data with an additional layer of security

SAP People Connect 365 manages responsiveness to planned and unplanned events

SAP Intelligent Notification 365sends rewards and promotions using preferred customer channels

SAP Engagement 365plans and executes

mobile campaigns


Q&A

Rob Heuser

Director, Strategic Accounts

SAP Digital Interconnect

[email protected]

Twitter @robheuser_sap

Thank You!Contact SAP Digital Interconnect

E-mail: [email protected]

Web: http://www.sap.com/digital-interconnect

Twitter: @SAPInterconnect

SAP Digital InterconnectFormerly SAP Mobile Services

leveraging digital disruption in the age of the connected ... · mobile survey interaction using...

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