Pearl has developed a true Omni channel template based on our wide experience within the eBusinnes and ERP area. We have looked into the different business processes, and looked at what the different needs are, and how to best support the processes with template-processes which easily can be extended and modified to support your business needs.
In our template Omni@Pearl we are envisioning how you can have a 360°-view of the customer in any touchpoint, and also access to the orders the customer has placed in any touchpoint.
From customer perspective you will also be able to access all orders placed in any channel.
The Key Components in Onmni@Pearl are
- S/4Hana à The ERP Interfaces built are based on RFCs built for S/4. They can be downgraded to support ECC. Due to the loosely coupled ERP design we are also fully capable of interfacing towards any ERP system
- Hybris Cloud for Customer (C4C) is the CRM tool where we have designed processes for sales and how the salesman can create quotes, orders and mage leads etc. C4C will also be the tool for customer service utilizing the Service module for handling tickets from Web, Facebook chats, emails etc. The user will also be able to login as the customer in the webshop using the Assisted Service Module. Here you would be able to display all the recommendations valid for the customer, see 360-view etc.
- Hybris Marketing is the marketing automation tool to distribute all the campaigns and offers to the users. It will manage the recommendations, abounded cart, remarketing, gather interactions from all surrounding systems to create a contextual and relevant profile to offer the user correct information.
- Hybris Commerce is the eCommerce engine. Designed for both B2C as well as for B2B, and recognized as leader for both B2C and B2B in the Forrester wave. Hybris Commerce will be the eCommerce accelerator which we will extend with Pearl templates to support the various business processes. All extensions will be made according to best practices and follow such an architecture that all future upgrades will be as easy as possible.
You want to learn more about how Omni@Pearl can help your business succeed in the future, reach out to us now to continue the discussion.