SAP Hybris Commerce is built to deliver all omni-channel selling and fulfillment needs, with a robust, modular and open architecture enabling you to scale high traffic and high transaction requirements without breaking the bank.
SOLUTION FINDER: SAP Knowledge Central by MindTouch, Integrate with existing knowledge base, Context-sensitive recommendations, Easily share content with customers.Real-time service performance with pre-built dashboards Embedded reports response times, handle times, priority and escalation trends Predictive Maintenance.
PRODUCTIVITY: Email Response Management, Routing and escalation rules, Workflow, Service Request Management, Field Service Execution, Deal desk execution, Resource Scheduling, SLA Contracts. Contextual social collaboration with integrated feed. Native integration with SAP solutions Open API.
OMNICHANNEL SERVICE: Email, Phone (CTI), Chat, SMS, Web self-service portal, Branded communities, Social Media* (Twitter, FB), Call Centre. Manage service & work requests on iPad – anytime, anywhere. Personalisation: Flags, Tags, Shelf, Quick Creates, User-Defined Fields, Favorites.
THE RIGHT INSIGHT AT THE RIGHT TIME
Provide your customer service agents with the customer and solution details they need for a successful service interaction, at their fingertips. Know which field service resources are available at any given time to address a customer need and increase utilisation. With collaboration tools and knowledge bases, service agents will be able to tap into the combined company knowledge instantly and increase the speed it takes to solve a customer issue.