SAP Customer Experience
Revolutionize Customer Management
SAP Customer Experience (CX)
Mom & pop stores are going digital: Proximity to customers, personalized offerings, and consistency in the customer experience are now more important than ever in light of the digital world. Innovative front office solutions like SAP Portfolio Customer Experience (better known as SAP Hybris) deliver support to meet the demand for dynamics and agility in customer transactions. The CX solution portfolio covers customer life-cycle aspects such as marketing, commerce, data management, sales, and service. Accordingly, this is a 360°C approach to customer engagement and commerce (CEC).
With the acquisition of Gigya and Callidus Cloud, SAP is enhancing its intelligent customer experience suite even further. The SAP C/4HANA suite is rapidly turning into a strategic business arena and driver for innovation.
“SAP CX offers our customers the ability to integrate their customer management front office solutions into their existing SAP and non-SAP systems in the best way possible,” explains Alexander Frommann, Associate Partner at Q_PERIOR. “This enables them to leverage the potential of a cloud solution as well as the resulting innovations in a beneficial manner while reducing the kind of error proneness found in the interfaces between systems.“
SAP Customer Experience solutions
Get away from mass e-mails and non-personalized offers. Accompany your customers along their individual journey and discover what it is that moves your (future) customers. You’ll obtain a real-time 360° view of customers and be able to identify your contacts via specific selection criteria for future instances of customer contact. You’ll be able to develop exciting business opportunities and implement intelligent marketing measures.
Optimize your sales by always having your customer data and analyses at hand via customer cockpits that enable you to gather the customer data you need in just a few quick clicks. Benefit from sales reports, which you configure, as well as from having mobile access to all data over the Internet.
Customer service in the 21st Century: Chatbots, social media, websites, e-mail, and much more offer an opportunity to provide customers with the right service across all channels – even when multiple external suppliers are involved. That means you’ll be able to process customer and service tickets in the best way possible and finalize them in a cost-efficient manner with the support of innovative technological approaches.
A commerce platform enables you to take the reins of the numerous options available (content management for products, order management, etc.) and meet the constant stream of new needs with a high degree of agility – be it B2B, B2C, or B2B2C.
Formerly known as Gigya, SAP has integrated these functions for the secure handling of customer data into its cloud portfolio. This makes it possible to identify potential consumers across all channels and merge garnered data into customer profiles.