SAP Hybris Cloud for Customer
Redefine Customer Engagement

OVERVIEW

With SAP Hybris Cloud for Customer achieve:

MOBILITY

Make every interaction count anywhere and anytime with seamless mobile support for iPhone, iPad, Android devices, Windows tablets, and Apple Watch. Engage in real time with your customers, manage your activities, resolve service requests and track your performance, even when you’re offline.

REAL-TIME ANALYTICS

Proactively drive the right opportunities and resolve incidents before escalation. Forecast with ease and perform what-if analysis to learn where to focus. With out of the box interactive dashboards, embedded reports with real-time content, and advanced analysis tools, improve operational efficiency and measure performance in real-time.

PREDICTIVE ANALYTICS AND MACHINE LEARNING

Take the pressure off your sales and service representatives by utilizing predictive analytics and machine learning. Discover new leads and uncover opportunities with real-time predictive scoring. Quickly identify top account influencers and bring them into the sales process. Resolve service issues before they become a problem. Get agent and solution recommendations to close cases faster. Combine the right mix of products, people and partners to maximize the chance of winning the deal and resolving all issues.

INTEGRATION

Work more efficiently leveraging office productivity tools you use every day. Integration with Microsoft Outlook, Google Gmail, Lotus Notes and Evernote, means no double data entry and key customer information and notes stay automatically in sync.

PRODUCTIVITY AND PERSONALIZATION

Designed for today’s salesperson and service agent with ease of use through innovative features such as tagging, flagging, in-line editing and shelving. Custom fields, reports and tiles enable sales and service representatives to personalize their experience and get quick access to the information they need.

BACK-OFFICE INTEGRATION AND MASH-UPS

Get back-office information pushed to you in real-time so that you no longer need to hunt for information through multiple systems. With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your accounts.

A CLOUD-BASED PLATFORM

Get up and running quickly and hassle free with cloud-based delivery. Go easy on your budget with simple subscription pricing.

FEATURES

Benefits of the service capabilities of SAP Hybris Cloud for Customer.

UNIFIED AGENT EXPERIENCE

Provide a unified agent experience across all
interaction channels – including e-mail, Web,
chat, and phone – with multichannel service
ticketing. Capture complete conversation history
in a single place to maximize agent efficiency.
Routing and escalation rules help ensure that
cases are always handled by the right person.

INSTALLED BASE MANAGEMENT

Track multiple equipment records for an
installation point (location), and track multiple
components (parts) for an equipment record.
Capture notes, serial numbers, and other
installation data associated with equipment
installed at a customer location.

SERVICE MANAGEMENT

Support complete ticket and case management,
including telephone-computer telephony
integration. Run and manage your incidents as
needed, no matter if it’s a “low touch” request or
a sophisticated “high touch” technical incident.
You can include experts as well as knowledge
bases and comprehensive workflow and routing
rules, including SLA management. Utilize IoT for
quick ticket resolutions.

RESOURCE SCHEDULING

Allocate technicians using the built-in resource
scheduler. Embedded resource scheduling
functionality enables real-time visibility of work
tickets on each technician’s calendar via desktop
or mobile devices. Schedule on-site visits
efficiently by knowing which technicians are
available to meet service needs.

SOCIAL CUSTOMER SERVICE

Use social media channels such as Facebook,
Twitter, YouTube, and Instagram to engage with
customers and help them quickly resolve their
own service queries. Add social media
information to customer profiles to develop a
more complete customer picture and identify
priority messages among millions of posts and
tweets – and respond quickly.

SEE SAP HYBRIS CUSTOMER FOR CLOUD IN ACTION.

SCHEDULE A PERSONALIZED AND FREE DEMO NOW.