Customer Service Module - SAP Hybris
hybris Customer Service Module Deliver highly personalized customer service and sales support through a single interface. Business Requirements When customers can’t find the answers they need, they can become frustrated and often click away from partially completed forms or abandon their shopping carts. In order to recover these customers, service contact points – including call centers, chat, eMail, and even Web-enabled customer self-service – need to be able to deliver the appropriate information and resolutions quickly. A weak customer service center infrastructure makes is difficult to serve customers efficiently. Long hold queues and customer service agents (CSAs) without the appropriate skills and knowledge contribute to low customer satisfaction and lost sales. Turning this problem around requires arming CSAs with the right support tools to quickly solve customers’ problems, which leads to higher customer satisfaction and, ultimately, to increased revenue.
Solution hybris Customer Service Module provides your CSAs with easier and faster access to the information needed to understand and quickly resolve customers’ problems. CSAs can use the Customer Service Module to create new orders, modify previously placed orders, complete partial orders, take payments, cancel orders, authorize returns, and refund payments. hybris Customer Service Module even enables CSAs to create, modify, and manage customer profile details such as addresses, credit cards and contact preferences. Unlike other solutions, hybris offers true multi-channel integration; the application was specifically designed with the call center environment in mind. A single, highly responsive UI improves efficiency by enabling CSAs to process more transactions per hour or day. Easy access to key functionality enables CSAs to quickly get the information needed to identify and resolve issues. Because CSAs see the same personalized screens – catalogues, promotions, etc. – that customers see, you can transform customer service into a successful sales center and boost your revenue. The hybris Customer Service Module is a widget-based framework that enables you to customize and extend it based on your specific business requirements.
Fig. 1: : Customer management
Fig.2: Shopping cart management
hybris Customer Service Module
1
Your benefits →→ Increase customer satisfaction through highly personalized customer service and support →→ Increase performance of both response times and timeto-resolution →→ Improve usability, speed, and efficiency through use of a single, highly responsive interface for handling all sales and customer interactions →→ Support full website integration enabling CSAs to access the same data and content your customers do →→ Drive sales and revenue by enabling CSAs to run advanced catalog search and access cross-/up-sell promotions →→ Provide a unified view of customers to give your CSAs access to customer information and their preferences →→ Configure your own cross-channel strategy through a modular, highly-configurable, widget-based approach →→ Support multi-tenancy for streamlining personalized service to customers of multiple brands
Summary of Features: Customer Service Module Order Composition and Order Management ▪▪Optimized product search, shopping cart management, cross-/up-sells, promotion visibility within product listings ▪▪Manage and track orders placed via different channels. Place/ add orders received by phone, eMail or fax. ▪▪Full support of Order Management Module functionality: search for orders, create orders, take/make payment, modify orders, cancel order (complete or partial), return order, refund payment ▪▪Order receipt integration via Order Management Module ▪▪Partial shipping (ship in-stock items, wait for backordered items)
Order Management Reporting ▪▪A dashboard-style interface enabling reporting on key order criteria ▪▪A comparison between orders placed, dispatched, returned and cancelled over a user defined period ▪▪Evaluation of refunds vs. replacements in the form of a bar chart showing totals and % breakdown ▪▪Analyze shipping methods and payment methods grouped by carrier Customer Management ▪▪Search for customers, create customer profile, show customer details, manage customer details ▪▪Simple interface for creating payment and address details Self Service ▪▪Enable customers to track orders ▪▪Customers can create inquiries and see the status of their inquiry ▪▪They can request returns/refunds and amend/cancel orders Handling of Multiple Stores ▪▪Enables CSA to switch between different stores where he can answer a call in several brand personas Connect to phone devices ▪▪System identifies customer’s phone number and directs CSA to the Customer Detail page Integration ▪▪Chat integration possible
System Requirements ▪▪hybris software version 4.2 or above (requires hybris Order Management Module)
▪▪Pick up customer cart – during the phone call customer hands over the code that he has received on the cart page by clicking on the button in the moment as the issue appeared. This enables CSA to connect immediately with customer’s cart and solve the issue. Once the issue has been resolved the CSA can then pass the cart back to the customer or take payment over the phone.
About hybris software hybris software, an SAP Company, helps businesses around the globe sell more goods, services and digital content through every touchpoint, channel and device. hybris delivers OmniCommerce™: state-of-the-art master data management for commerce and unified commerce processes that give a business a single view of its customers, products and orders, and its customers a single view of the business. hybris’ omni-channel software is built on a single platform, based on open standards, that is agile to support limitless innovation, efficient to drive the best TCO, and scalable and extensible to be the last commerce platform companies will ever need. Both principal industry analyst firms rank hybris as a “leader” and list its commerce platform among the top two or three in the market. The same software is available on-premise, on-demand and managed hosted, giving merchants of all sizes maximum flexibility. Over 500 companies have chosen hybris, including global B2B sites W.W.Grainger, Rexel, General Electric, Thomson Reuters and 3M as well as consumer brands Toys“R”Us, Metro, Bridgestone, Levi’s, Nikon, Galeries Lafayette, Migros, Nespresso and Lufthansa. hybris is the future of commerce™. www.hybris.com | [email protected] Version: December 2013 Subject to change without prior notice © hybris hybris Customer Service Module hybris is a trademark of the hybris Group. Other brand names are trademarks and registered trademarks of the respective companies.
2
Solution hybris Customer Service Module provides your CSAs with easier and faster access to the information needed to understand and quickly resolve customers’ problems. CSAs can use the Customer Service Module to create new orders, modify previously placed orders, complete partial orders, take payments, cancel orders, authorize returns, and refund payments. hybris Customer Service Module even enables CSAs to create, modify, and manage customer profile details such as addresses, credit cards and contact preferences. Unlike other solutions, hybris offers true multi-channel integration; the application was specifically designed with the call center environment in mind. A single, highly responsive UI improves efficiency by enabling CSAs to process more transactions per hour or day. Easy access to key functionality enables CSAs to quickly get the information needed to identify and resolve issues. Because CSAs see the same personalized screens – catalogues, promotions, etc. – that customers see, you can transform customer service into a successful sales center and boost your revenue. The hybris Customer Service Module is a widget-based framework that enables you to customize and extend it based on your specific business requirements.
Fig. 1: : Customer management
Fig.2: Shopping cart management
hybris Customer Service Module
1
Your benefits →→ Increase customer satisfaction through highly personalized customer service and support →→ Increase performance of both response times and timeto-resolution →→ Improve usability, speed, and efficiency through use of a single, highly responsive interface for handling all sales and customer interactions →→ Support full website integration enabling CSAs to access the same data and content your customers do →→ Drive sales and revenue by enabling CSAs to run advanced catalog search and access cross-/up-sell promotions →→ Provide a unified view of customers to give your CSAs access to customer information and their preferences →→ Configure your own cross-channel strategy through a modular, highly-configurable, widget-based approach →→ Support multi-tenancy for streamlining personalized service to customers of multiple brands
Summary of Features: Customer Service Module Order Composition and Order Management ▪▪Optimized product search, shopping cart management, cross-/up-sells, promotion visibility within product listings ▪▪Manage and track orders placed via different channels. Place/ add orders received by phone, eMail or fax. ▪▪Full support of Order Management Module functionality: search for orders, create orders, take/make payment, modify orders, cancel order (complete or partial), return order, refund payment ▪▪Order receipt integration via Order Management Module ▪▪Partial shipping (ship in-stock items, wait for backordered items)
Order Management Reporting ▪▪A dashboard-style interface enabling reporting on key order criteria ▪▪A comparison between orders placed, dispatched, returned and cancelled over a user defined period ▪▪Evaluation of refunds vs. replacements in the form of a bar chart showing totals and % breakdown ▪▪Analyze shipping methods and payment methods grouped by carrier Customer Management ▪▪Search for customers, create customer profile, show customer details, manage customer details ▪▪Simple interface for creating payment and address details Self Service ▪▪Enable customers to track orders ▪▪Customers can create inquiries and see the status of their inquiry ▪▪They can request returns/refunds and amend/cancel orders Handling of Multiple Stores ▪▪Enables CSA to switch between different stores where he can answer a call in several brand personas Connect to phone devices ▪▪System identifies customer’s phone number and directs CSA to the Customer Detail page Integration ▪▪Chat integration possible
System Requirements ▪▪hybris software version 4.2 or above (requires hybris Order Management Module)
▪▪Pick up customer cart – during the phone call customer hands over the code that he has received on the cart page by clicking on the button in the moment as the issue appeared. This enables CSA to connect immediately with customer’s cart and solve the issue. Once the issue has been resolved the CSA can then pass the cart back to the customer or take payment over the phone.
About hybris software hybris software, an SAP Company, helps businesses around the globe sell more goods, services and digital content through every touchpoint, channel and device. hybris delivers OmniCommerce™: state-of-the-art master data management for commerce and unified commerce processes that give a business a single view of its customers, products and orders, and its customers a single view of the business. hybris’ omni-channel software is built on a single platform, based on open standards, that is agile to support limitless innovation, efficient to drive the best TCO, and scalable and extensible to be the last commerce platform companies will ever need. Both principal industry analyst firms rank hybris as a “leader” and list its commerce platform among the top two or three in the market. The same software is available on-premise, on-demand and managed hosted, giving merchants of all sizes maximum flexibility. Over 500 companies have chosen hybris, including global B2B sites W.W.Grainger, Rexel, General Electric, Thomson Reuters and 3M as well as consumer brands Toys“R”Us, Metro, Bridgestone, Levi’s, Nikon, Galeries Lafayette, Migros, Nespresso and Lufthansa. hybris is the future of commerce™. www.hybris.com | [email protected] Version: December 2013 Subject to change without prior notice © hybris hybris Customer Service Module hybris is a trademark of the hybris Group. Other brand names are trademarks and registered trademarks of the respective companies.
2
