It’s time to get Personal –
Customer Engagement and Commerce
for the Chemical Industry
Frank Kochendoerfer, Qnovate
SESSION CODE: CH966
LEARNING POINTS
 Customer Engagement and Commerce portfolio
specifically designed for the chemical industry
 Examples:
 Chemical sample management process
 SAP Cloud for Sales and SAP Mobile Documents solution
integration
 hybris for the chemical industry
 Solution Benefits
CUSTOMER ENGAGEMENT CHALLENGES
Online
Sales
360 Degree Customer
Visibility
Key Performance
Multiple Sales
Indicators
Channels
Product
Information
Customer
Segmentation
Customer Self-Service
Up-to-Date
Documentation
Customer
Profitability
Mobile Sales
‘Consumerization’ of Sales
SUCCESSFUL SALES STRATEGIES…
Times are changing…
In the new economy, the sales
person has undergone a
transformation. Interactive
technology, real-time data and
online ordering (among other
things) have dramatically
changed what it takes to win in
sales.
Chris Westfall, Jul. 2011
in Blog, Business, Sales & Marketing
CUSTOMERS ARE MORE DEMANDING
Changing Customer Demand across all Industries
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Cost pressure
Product commoditization
Global sourcing easier than ever
Ease of doing business
Cost pressure
Correct and up-to-date information
‘Consumerization’ of services
Speed of doing business
CUSTOMERS HAVE CONTROL OF THE
RELATIONSHIP
Empowered customers
Increasing expectations
Buying process impacted by mobile
technology, social networks and
access to information
Demand contextual, consistent
and relevant experiences
Greater choice
More open to change
Global players eager to win new
business
Willing to move their business for
the smallest of reasons
WHICH BRINGS US BACK TO THE
CHALLENGES
Online
Sales
360 Degree Customer
Visibility
Key Performance
Multiple Sales
Indicators
Channels
Product
Information
Customer
Segmentation
Customer Self-Service
Up-to-Date
Documentation
Customer
Profitability
Mobile Sales
‘Consumerization’ of Sales
HOW TO TURN CHALLENGES INTO
ADVANTAGES?
PROFITABILITY BASED CUSTOMER
ENGAGEMENT
Customer Profitability
360 Degree Customer Visibility
Customer Segmentation
Multiple Sales Channels
Online Sales
Customer Self-Service
Mobile Sales Tools
Key Performance Indicators
‘Consumerization’ of Sales
Up-to-Date Documentation
Product Information
OMINI-CHANNEL CUSTOMER ENGAGEMENT
Consistent, end-to-end User Experience
across channels & devices
WEB
MOBILE
SOCIAL
CALL
EMAIL CENTER
MARKET
PLACE
DIGITAL
GOODS
INTERNET
OF THINGS
CONTENT
CENTER
POS
MARKETING
CHANNELS
INDUSTRIES
SALES
SERVICE
MARKETING
SOCIAL & PREDICTIVE ANALYTICS
SAP HANA AS CUSTOMER ENGAGEMENT PLATFORM
COMMERCE
PROFITABILITY BASED CUSTOMER
ENGAGEMENT
Customer Profitability
SAP
Analytics
360 Degree Customer Visibility
Customer Segmentation
Multiple Sales Channels
Online Sales
Customer Self-Service
Mobile Sales Tools
SAP Cloud
for Sales
hybris B2B
Commerce
Documentation/Information
Key Performance Indicators
SAP
Analytics
CEC SOLUTION FOR THE CHEMICAL INDUSTRY
Sample
Management
Sample
Orders
Mobile Doc
Integration
Document
Integration
• Profitability
Analysis
• Customer
Segmentation
• Sample
Analytics
Cloud for
Sales
hybris B2B
Commerce
SAP
Analytics
DEMO – CLOUD FOR SALES FOR CHEMICALS
Sample
Management
Mobile Doc
Integration
Cloud for
Sales
DEMO – B2B COMMERCE FOR CHEMICALS
Sample
Orders
Document
Integration
hybris B2B
Commerce
KEY LEARNINGS
 Customer Engagement Solution specifically
designed for the chemical industry
 End-to-end coverage of critical customer-facing
sales processes
 Highly efficient, transparent and easy to use
solution
QUESTIONS AND ANSWERS
STAY INFORMED
Follow the ASUGNews team:
Tom Wailgum: @twailgum
Chris Kanaracus: @chriskanaracus
Craig Powers: @Powers_ASUG
THANK YOU FOR PARTICIPATING
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SESSION CODE: CH966
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