SAP C/4HANA for Customer Experience (CX)

SAP C/4HANA for Customer Experience (CX)2018-09-10T23:02:43+00:00

Discover SAP C/4HANA, our customer experience (CX) solutions

Experience SAP C/4HANA, a fourth-generation, in-memory CX suite built for emerging business models. It brings together customer data, machine learning technology, and microservices to power real-time customer engagements across sales, service, marketing, commerce and beyond.

  • Develop a single view of the customer so you can put them at the heart of the business.

  • Move from shifting products to selling services – that’s how to win a customer for life rather than limiting your relationship to a single transaction.

  • Connect front- and back office so you can offer a truly holistic customer experience.

  • Aquire data for personalization, deliver great experiences and build customer trust

Digital transformation is leading to entirely new business models, such as subscription services with mutual benefits for supplier and customer. SAP’s open, modular, and extensible microservices architecture makesthese new services possible.

One company – a forklift manufacturer – worked with SAP to launch a new revenue management platform for forklift fleet management, offering a subscription service that provides actionable data to customers to help them optimize forklift use. This alsosupports a phased approach, incorporating billing data from existing legacy systems.

With help from SAP, IoT technology tells them how far a forklift has traveled and even whether it has been involved in a collision. That lets them optimize routes, spot that a specific driver might require more training, or even ‘gamify’ the service. This reinterprets the relationship from a one-time purchase to one
that sells outcomes and performance.

SAP helped to facilitate this capability with an SAP billing bundle, including subscriptionorder management, invoicing and customer financials. SAP was chosen because of its proven flexibility to address IoT requirements,the ability to support complex multi-sided models and a scalable customer engagement platform that can grow with their business.

Customers become dissatisfied if their experience is not connected across channels. They expect consistency on mobile and desktop, and close integration between physical stores and Web sites.

Nicolas (Castel Group), a French wine retailer, used SAP Hybris Commerce to drive its omnichannel strategy. The firm exported information on 18,000 products into onesystem, connected to the online store so that customers could see the origin, history and tasting notes of their wine.
It saw a 15% increase in Web-site visits in the first six months. After seven months, 20% of online sales used the new e-reservation system.

Data is vital to the modern business, but useless if you can’t make sense of it. A U.S. confectionery company turned to SAP for helpwith consolidating numerous data sources and silos. Today real-time analysis allows the company to access huge volumes of detailed information at speed, which is used to empower the right people to make decisions. With better data, those decisions are smarter and more timely. The result is a 50% productivity gain for the planning team, a 94%
data size reduction and hundreds of thousands of dollars saved.

Car manufacturers want to learn everything they can about potential buyers. Finding meaningful connections in a sea of data, however, is time-consuming and difficult. That’s where machine learning wins. It can process the data, determine what matters and create predictive value – and do so quickly. For example, a premier car manufacturer used SAP Hybris Commerce, SAP Hybris Marketing and SAP Cloud Platform and machine learning to determine which customers were close to buying. Data analysis identified that within a specific 15% of the population, 78% are more likely to buy. That means sales staff can focus their efforts on the 15%, with a good chance of success, rather than wasting time trying to identify potential customers.

When your business is bringing exciting technology products to market, your customers expect you to leverage innovative technical capabilities in your own operations.

A U.S. distributor of computer and technology products wanted to deliver a simple customer experience and remove redundant business solutions from its operations. It chose to deploy SAP Hybris Commerce because of its product content-management capabilities, lower total cost of ownership (TCO) and extensibility.

Leveraging the unified SAP Cloud Platform for the intelligent enterprise and customer-centric processes, it achieved better businessoutcomes, including a streamlined customer self-service environment that allowed the firm to redeploy employees to value-adding activities elsewhere in the business and resulted in improved customer satisfaction.

We deliver a customer experience platform that includes pre-built industry-specific capabilities for utilities. With less customization and embedded industry best practices, time-to-value is accelerated and TCO is reduced. It also enables novel approaches to harness new business opportunities. In the German public-funded research project called ‘enera’, SAP is dealing with the digital transformation of utilities’ services and future business models. We build prototypes and demonstrate future end-to end processes that enable data-driven products, while incorporating SAP Cloud Platform services to seamlessly run and integrate applications in the cloud.

SAP-Customer-Experience

SAP Marketing Cloud

  • Consumer and Customer Profiling
  • Segments, Campaigns and Customer Journeys
  • Customer Identity Management
  • Lead Management and Nurturing
  • Marketing Planning, Performance, and Analytics

SAP Commerce Cloud

  • Supports B2C, B2B, and B2B2C
  • Product Content and Order Management
  • Pre-built Integrations to other SAP systems
    Flexibility for Innovations
  • Industry Accelerators
  • Commerce for Small and Midsize Enterprises

SAP Sales Cloud

  • Sales Force Automation
  • Sales Performance Management
  • Retail Execution
  • Configure Price and Quote
  • Subscription Billing
  • Sales Enablement and Learning

SAP Service Cloud

  • Comprehensive Self-Services
  • Customer Service from Anywhere
  • Integrated On-Site Service
  • Services Process and Operations
  • Automated AI Customer Service Ticketing
  • Expedited, Scalable Issue Resolution

SAP Customer Data Cloud from Gigya

  • Secure Customer Identity
  • Enable Customer Consent
  • Single Unified Customer Profile
  • Building Digital Relationships
  • Drive Registrations and Engagement