SAP Business Communications Management: Delivering Complete Customer Care in Retail


Uploaded by SAPCRMTV on 17.07.2009

Transcript:
SAP Business Communications Management: delivering complete customer care.
This demonstration shows how SAP Business Communications Management allows you to
manage inbound customer communications and integrate all communication channels to meet customer needs.
Enabling you to improve customer communications; give customers a consistent user experience across phone, e-mail, and chat;
and serve customers with the right agent and the right information at the right time.
Manage inbound customer communications.
Kirsten Miller is a customer-care agent for Top Shelf Tech, a seller of electronics.
She uses SAP CRM in her daily work helping customers with information and advice.
Customers can use any channel or device to contact her, whether she's in a contact center or working remotely.
The workspace area at the center of her screen is where she views customer data and performs work activities.
The navigation on the left of her screen lets her choose categories such as sales orders, complaints, and delivery tracking.
The "softphone" area at the top of her screen allows her to place and receive calls.
Kirsten checks the Ready button to let the system know that she's ready to take calls from customers.
SAP Business Communications Management enables her to handle phone, e-mail, and chat interactions from a single desktop.
Kirsten receives a call from Peter Wahl, a regular customer.
Interactive voice response shows her Peter's language and area of interest.
The software automatically generates a "screen pop," populating her screen with Peter's information.
When Kirsten confirms Peter's identity, the software displays his complete interaction history.
Peter explains that he recently ordered a digital music player through Top Shelf's Web shop.
Now, he'd like Kirsten's help with adding a set of headphones to the order.
Kirsten uses the opportunity to make a recommendation based on Peter's purchase history.
She can see that he recently bought a stereo system.
Built-in real-time offer management provides her with the best up-sell recommendation based on Peter's
interaction history and the highest up-sell probability.
As a result, she recommends a docking station for Peter's new music player.
Peter likes the recommendation, so Kirsten adds the headphones and docking station to his sales order.
After Kirsten ends the call, she updates the system to reflect that she up-sold the customer with the docking station.
Integrate all communication channels to meet customer needs.
Martin Schumann is a customer-care agent for Top Shelf Tech.
He uses SAP CRM to help customers such as Peter Wahl.
Peter has received an e-mail confirmation of the order he placed with Kristen.
He wants information about the estimated delivery date, so he initiates a chat session directly from the e-mail.
SAP Business Communications Management allows chat interactions to be queued and routed to agents, just like phone calls.
Martin receives Peter's chat session in SAP CRM.
The software automatically populates his screen with Peter's information.
Martin informs Peter that he should receive his order in the next few days.
Peter also wants to know if he can visit the nearest Top Shelf Tech store if he has questions about his new music player,
headphones, and docking station.
Martin confirms that this is OK and lets him know that store hours have been extended to 10 p.m.
Peter is satisfied with this information, so Martin ends the chat session and wraps up the interaction.
SAP Business Communications Management allows you to improve customer communications; give customers a consistent user experience
across phone, e-mail, and chat; and serve customers with the right agent and the right information at the right time.