Gert-Jan Stolmeijer
Read all my blogsYour company has an excellent SAP Hybris Commerce solution to serve customers on the internet.
The sales and service department also like to make use of this channel to serve customers. The solution is to combine the power of SAP Hybris Commerce with the capabilities of SAP Hybris Cloud for Customer. SAP delivers a ready-to-use integration between these solutions, combining the best of both.
Business Benefits
Connecting the three SAP systems (SAP Hybris Commerce, SAP Hybris C4C and SAP ERP), you can share the customer and product master data between the systems. This results in following business benefits:
- Go beyond traditional CRM and enable sales agents to browse catalogs, look up product information, configure products and create orders directly from within Cloud for Sales for true interactive selling.
- Provide exceptional customer service across all channels and touchpoints
- Improve customer experience
- Increase customer loyalty and satisfaction
Supported Scenario’s
Standard integration supports following scenario’s:
(B2B & B2C) Customer calls Support Center to create Sales Order
- Customer calls support center
- C4C: Live activity identifies contact & customer
- C4C: Agent clicks ‘Hybris Storefront’
- Commerce: C4C launch SAP Hybris Assisted Service Module (ASM) using single sign on
- Commerce: Agent browse catalog and place order on behalf of the customer
- ERP: Order is received in SAP ERP
- C4C: Order is replicated from ERP to C4C
- Commerce: Customer view sales order
(B2B & B2C) Customer needs help in SAP Hybris Storefront
- Commerce: Customer logs in and clicks on ‘request help’
- Commerce: Customer enters question and submits
- C4C: Request is converted into service ticket
- C4C: Confirmation email is sent to customer
- C4C: Agent processes the ticket and updates information
- C4C: Update email is sent to the customer
- Commerce: Customer checks answer
(B2B & B2C) Agent completes open cart on Storefront
- Commerce: Customer adds products to the cart
- Commerce: Customer clicks ‘request help’ and submits a question
- C4C: Request is converted into service ticket
- C4C: Agent clicks ‘Hybris Storefront’ and contacts the customer
- Commerce: C4C launch SAP Hybris Assisted Service Module using single sign on
- Commerce: Agent completes the shopping cart of the customer
- ERP: Order is received in SAP ERP
- C4C: Order is replicated from ERP to C4C
- C4C: Ticket is closed
(B2B) Interactive Selling
- This is a similar scenario as ‘Agent completes open chart on Storefront’
- The sales representative is sitting next to the customer and creates an order on behalf of the customer using the ASM module
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One response to “PowerUp Hybris Commerce with Cloud for Customer”
As of SAP Hybris 6.3, the Assisted Service Module (ASM) includes a Customer 360 View that integrated with SAP Hybris Profile and Merchandising to give a customer agent customer brand, category and product affinity insights and tooling to provide relevant recommendations based on these. See a full article on these new functionalities here: https://www.linkedin.com/pulse/how-know-thy-customer-provide-excellent-experience-mathew-forsyth