SAP Cloud for Service Self-Service Support Portal A new channel for delivering exceptional customer service October 2013
Disclaimer
This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.
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Customer
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Agenda
Motivation Solution Overview Solution in Detail Summary Further Information
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Motivation
Creating exceptional customer service
by empowering your customers to easily get answers, create and track service requests via channel of choice. © 2013 SAP AG or an SAP affiliate company. All rights reserved.
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72% of customers
prefer using a website or self-services to quickly get answers.
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Source: “The State of Unassisted Support: 2012” 6 Insight TSIA Technology Customer
Strategic focus areas for customer service organization Building a consistent, improved channel delivery experience
Service organizations aim at optimizing customer loyalty and retention while increasing efficiency to reduce support costs. The top three focus channels for 2014* are:
80%
79%
75%
e-mail
web self-services
mobile devices
*Source: Bloomberg Businessweek Research Services, 2012 Percentage of survey participants who rated channel as important © 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Creating exceptional customer service Involved personas and their challenges
End user
Service Agent
Support Portal Admin
Looking for support and advice due to a recent issue with a product or service
Manage incoming service requests and provide timely high-quality solutions
Manage support infrastructure to enable consistent service experience across channels
Challenges
Challenges
Challenges
Limited product knowhow
Customer satisfaction / loyalty
Efficiently manage channels
Efficient problem reporting and resolution
Quality of resolution Time for issue resolution
Custom functional add-ons and solution extensions
Transparency on progress
Productivity and efficiency
Customization and branding
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Solution Overview
SAP Cloud for Customers Engage your customers like never before
SAP Cloud for Customer SAP Social Media Analytics by NetBase
PROSPECT
SAP Cloud for Sales
CUSTOMER
SAP Cloud for Social Engagement
PROMOTER
SAP Cloud for Service
EARN their business by knowing them better GROW with them as their needs change TURN prospects into promoters
ENTERPRISE SOCIAL ● ANALYTICS ● MOBILE AND OFFLINE
Rich Insights
Seamless Integration
Industry Content
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Beautiful User Experience Customer
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SAP Cloud for Service Intuitive service ticketing solution across any channel
Native cross-enterprise collaboration Rich service analytics Solution finder with knowledge base integration
Seamless ERP & CRM integration for products, order status and more
Delight customers with great service experiences. © 2013 SAP AG or an SAP affiliate company. All rights reserved.
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SAP Cloud for Service and Self-Service Support Portal Additional interaction channel offering greater choice for customers
Self-Service Support Portal Phone E-Mail
Customer Chat
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SAP Cloud for Service
Your customers want choice. You can give them what they want.
Service Agent
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SAP Cloud for Service – Self-Service Support Site Offer your customers an intuitive, branded self-service support channel
Motivation Increase customer satisfaction and lower support costs via an easy-to-use self-service support site
Solution Your customers can take control: Create new service tickets 24x7 via web-based support channel Track support requests and ticket status at their fingertips Access knowledge base to easily find answers Collaborate with service agents to resolve issue quickly Your service & support experts gain flexibility: Easily manage and customize out-of-the-box content Build custom solution extensions
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Benefits
Service Agent
End user
Support Portal Admin
Easy 24x7 access to selfservices web channel
Reduce high-touch service efforts
Run cloud-based scalable, mobile-ready support website
Intuitive, branded user interface
Improve response time and quality of ticket solutions
Easily customize the user experience (branding, layout)
Quickly find answers via knowledge base
Maintain central knowledge base for common questions
Add custom widgets
Central access to all open or solved tickets
Increase customer satisfaction
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Build valuable solution extensions and connections
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Demo
Demo Scenario Nicky
Tom
Anna Request innovations
Report issue
Provide solution
Customize / add functionality
Service Agent at Monarch
Manager at Green Mile
Support Portal Author at Monarch
•
Has a question for Monarch about single sign on
•
Receives the ticket from Nicky entered via the support site
•
Responsible for administering support portal
•
Uses Monarch’s support site
•
•
•
Searches the knowledge base
Investigates the issue to find a solution
Changes the look and feel of the support site
•
Creates a ticket
•
Communicates with Nicky via support site
•
Adds content and functionality requested by the service department
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Homepage for end user
All relevant information at your fingertips: Search for new answers in the knowledge base Review current status of open tickets Create a new ticket
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Powerful knowledge base allows your customers to tap into your company’s know-how Make your customers smarter by allowing them to tap into your company‘s know-how: Provide relevant, up-to-date information Allow them to find answers to frequently asked questions
Free up valuable resources in your support team so they can focus on cracking the tough nuts
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Create new ticket Enter problem description and check recommended solutions
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Create new ticket Adding attachments and related information
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Complete visibility into all support requests
Give your users access to all tickets created by their organization Providing complete insight into all service issues Across all contact channels
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Check ticket details and comments by service agent
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Service agent SAP Cloud for Service – detailed overview cockpit
Provide agents with easy access to complete, contextual information – and equips service managers with real-time insight into call center performance.
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Solution in Detail SAP HANA Cloud Portal – support site edition
SAP HANA Cloud Portal Introduction
Motivation Enable lines of business to create attractive and business-driven sites easily & quickly Enable IT departments to securely integrate, enrich and extend on-premises and cloud scenarios with an easy-to-administer, lean portal
Solution
Cloud-based UI integration solution on top of SAP HANA Cloud platform Intuitive user interface based on HTML5 and OpenSocial Fast branding and customization Designed for mobile consumption
Scenarios Portal Platform as a Service (pPaaS) SuccessFactors extensions platform SAP Cloud for Service – Support Site
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SAP HANA Cloud Portal – Support Site Edition What do you get?
Support Site Edition allows customers to easily build branded self-service portals Leverage out of the box service widgets and a reference site to deliver immediate, superior self service to your customers Create multiple support sites for different brands or customer categories to improve service experience Enhance your site via additional widgets and content from the library Enrich your site’s UI via custom widgets using open social extensions and Cloud Portal UI services
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Working with out of the box content
Available query tiles (widgets) Create New Ticket: A form allowing users to create new tickets Open Tickets: A list of a user's new and in process tickets Need Confirmation: A list of a user's tickets that need to be confirmed by the user High Priority: A list of a user's high priority, unsolved tickets Recent Updates: A list of a user's unsolved tickets with no agent activity for the last 7 days All Tickets: A list of all tickets a user created via the portal (filter by priority, status, date) Ticket Details: A detailed view on specific ticket and all its information
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Integration of Cloud Portal with Cloud for Service Service Agent
End user
SAP Cloud for Customer Support Site
Mobility SAP Social Media Analytics by NetBase
SAP Cloud for Service
SAP Cloud for Sales
SAP Cloud for Social Engagement
Ticket Tiles
Ticket Details
Create Ticket
Integration
SAP HANA Cloud Portal Site Directory
Open platform
Ticket List
Content Catalog
Custom Widgets
Customization
SAP Cloud for Customer Cloud Integration option
SAP Business Suite ERP
CRM
BI
Site Administrator
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Support Portal Author Customizing content of the support site
Customers can easily customize the appearance of the support site Design & Layout Adjust fonts, colors, logos via CSS definitions Customize existing theme Create own theme
Content Add, remove or rename pages from reference site Add or remove fields from pre-configured site widgets
Custom theme
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Support site customization and extensions Flexible solution for managing and enriching the support site with custom services
Customized example showcase
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Extending your support portal with custom widgets
Customers can easily extend the out of the box solution: Integration of additional SAP and non-SAP applications & services Solution extensions Custom-developed widgets
Via open framework for extensions SAPUI5 / OpenSocial support Services API for custom widgets Cloud Connector Check the developer guide for details on https://help.hana.ondemand.com
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Custom Widget
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Knowledge Base
Easily integrate your knowledge base into the support site:
Pre-configured widgets for Mindtouch solution Integration of other third party solutions via connectors possible
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Summary
SAP Cloud for Service Self-Service Support Portal
SAP Cloud for Service - Support Portal is available today as additional service channel for your customers
With the support site edition your cost effective, self-service site will be live in a matter of days
SAP HANA Cloud Portal is a flexible platform and allows easy configuration and design of your sites
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Public Material
Support Site – Solution Overview SAP Cloud for Service - Solution Overview
http://www.sap.com/cloudforservice
Documentation
http://help.sap.com/cloud4customer
Video: Introducing SAP Cloud for Service Support Portal http://youtu.be/b1h9vHgsZoc?hd=1 Video: Support Portal – Administration perspective
http://youtu.be/HDAOmpiSKZg
Details on SAP HANA Cloud Portal SAP HANA Cloud Portal Overview
http://www.sap.com/cloudportal
Video: SAP HANA Cloud Portal – Overview
http://www.youtube.com/watch?v=_THeCAHvwZc
Technical Materials on SCN
http://scn.sap.com/community/hana-cloud-portal
Experience Site
http://tiny.cc/CloudPortal
SAP HANA Cloud Portal on SAP Store
http://tiny.cc/cp-store
Start your free Cloud Portal trial today
http://scn.sap.com/docs/DOC-32874
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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Appendix
SAP Cloud for Service | SAP Cloud for Social Engagement Designed to WOW the Customer, Agent and Manager Multi-channel service
Productivity
•
E-Mail
•
Phone (CTI)
• •
•
Web self-service portal
•
Chat
•
Branded communities
•
Social Media* (Twitter, Facebook)
E-mail response management Routing and escalation rules
Solution Finder • • •
Integration with existing knowledge base Context-sensitive recommendations Easily share content with customers
Collaboration •
Analytics •
•
Real-time service performance with pre-built dashboards Embedded reports response times, handle times, priority and escalation trends
Integration •
Native integration with SAP ERP and SAP CRM
•
Open API
Contextual social collaboration with integrated feed
Mobility •
Manage service requests on iPad – anytime, anywhere
*Social Media channels with SAP Cloud for Social Engagement © 2013 SAP AG or an SAP affiliate company. All rights reserved.
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SAP HANA Cloud Portal Easily build secure, scalable and attractive cloud-based business-oriented sites
Bringing applications, reports and unstructured content together in just few minutes Create your own business site in minutes Simple drag & drop interface Allow easy sites administration Easy branding and customization
Consumption on the road or at your desktop via a unique user experience Out of the box tablet and gestures support HTML5 based user interface Supporting B2E, B2B, B2C scenarios
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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SAP HANA Cloud Portal Overview
On Premises Landscape
Applications Extensions
Secured Integration Framework
Customer Success Factors Integration API
3rd
Party
Navigation
Branding & Theming
Personalization
Context Exchange
Site Lifecycle
Role Based Authorization
Social (JAM)
Authoring Environment (WYSIWYG)
Cloud for Customer
People
SAP HANA CLOUD PORTAL
Gateway
Open Social Container (Shindig)
SAP Business Suites
LOB Cloud Applications
Enterprise Content Manager (ECM)
OOTB Content (widgets, themes)
SAP Cloud Connector IDP integration (SAML2, SAP ID)
SSO
Persistency services Powered by HANA
SAPUI5
Development Tools
SAP HANA CLOUD PLATFORM Application Development | Integration | Database and Analytics | Foundation
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Market Place
Money
Customer \ Partner applications
Cloud suite
Customer
Supplier
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Value Proposition Accelerate time-to-value and increase business agility
Fast
Build scalable and attractive cloud-based sites – quickly and easily
Open
Integrate existing content with custom widgets on an open platform
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Connected
Securely integrate varied content retrieved from SAP and non-SAP sources
Powerful
Consume a range of portal PaaS services to create and configure your sites
Rich
Design branded sites, supporting out-of-the-box mobile consumption and social experience
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Thank you
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
© 2013 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
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