SAP Customer Experience
Powering the Intelligent Enterprise
UNDERSTAND YOUR AUDIENCE → ENGAGE YOUR CUSTOMERS → DELIVER ON YOUR PROMISES
SAP Customer Experience – portfolio
COMMERCE
Deliver commerce everywhere with personalized frictionless and transparent experiences
- Front End Services
- Core Services (Search, Basket, Checkout)
- Intelligent Services
- Connectivity Services
- Extensibility Services
- Lc/Nc Platform And Infrastructure
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SAP Commerce Cloud
SAP Upscale Commerce
Omnichannel Commerce Management
• Product Content & Catalog Management
• Web Content Management and Page Builder
• Multi-Store, Multi-Site, Multi-Country, MultiCurrency Commerce
• Product Search and Navigation
• Pricing and Promotions management
Omnichannel Commerce Models
• B2C & B2B Commerce
• D2C Commerce / Upscale Commerce
• New CC Editions
• Intelligent Selling Services (ISS)
• Industry Specific Accelerators
• Personalization
Flexible, Open & Connected
• Headless Storefront (Spartacus) and frontend API’s
• Runtime Integration API’s
• Pre-built integrations to other SAP products
• Fully extensible and customisable
• Data Import / Export
• Commerce Platform Operations
MARKETING
Engage the customer on their terms across any channel at scale.
- Industry Solutions
- AI Platform
- Reporting & Analytics (Insight)
- Channel Execution
- Omnichannel Automation
- Channel Agnostic
- Personalization
- Customer Loyalty
- Customer Engagement Platform
more info
SAP Emarsys Customer Engagement (Marketing)
Marketing Execution
• Real-Time Channel Execution
• Marketing Campaign Content Management
• Lifecycle Tactics (Lead Management)
• Customer Loyalty
• X-Channel Campaign Management & Execution
• Multivariant Targeting
• AI Platform (Recommendation Management)
Marketing Strategy and Planning
• Reporting & Analytics Insight
SAP Emarsys – Driving Customer Loyalty via Digital Channels. Starting from Discovery and product affinity Facebook Ads to store visit.
Customer Signs up for the Loyalty Purchase and collects points based on paid amounts. Next he gets browses in-app product recommendations and personalized promotions on new product range. He collects points and
downloads personalized promotions to digital wallet ang gets notification based on geolocation to visit nearest store. Finally, REPEATs PURCHASE (adds new product range with more recommended products).
SALES
Connected sales experiences that accelerate the buying process and turn customers into advocates.
- Reporting & Analytics (Insight)
- Sales Force Automation (Lead, Opportunity Management)
- Omnichannel Automation
- Channel Agnostic
- Personalization
- Customer Loyalty
- Customer Engagement
- Contact Management
- Sales Management
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SAP Sales Cloud
Customer Order and Contract management
• Sales Order Capture
• Sales Contract Management
• Crossell/Upsell/ Opportunity identification
Sales Partner Management
• Partner Relationship Management
Sales Planning and Performance Management
• Sales Forecasting
• Intelligent sales Add-on
• Pipeline Management
• Sales Analytics
• Sales target Planning
• Territory Management
Sales Execution
• Customer Insights / Relationship Intelligence
• Collaboration / MS Teams integration
• Key Account Management
• Individual Customers
• Contact Matching By LinkedIn
• Lead & Opportunity Management
• Survey Management for Opportunity
• Customer quotation Management
• Activity and Visit Management
• Survey Management for Visit
• Dynamic Visit Planning
• Promotion Management (Retail)
• Perfect Store Execution (Retail)
• Survey Management for Retail (Retail)
• Point of Sale Management
• Sales Campaign
• Call List for Sales Campaign Execution
SERVICE
Provide great service experiences and enable fast resolutions across channels.
- Reporting & Analytics (Insight)
- End To End Service (Customer Service To Field Service)
- AI Powered Agent Assisted
- Self-service
- Omni-channel Engagement
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SAP Service Cloud
Customer Service Strategy and Planning
• Customer Service Strategy Management
• Customer Service Planning and Forecasting
• Omnichannel Customer Service Planning
• Customer Service Analytics
Customer Service and Support
• Omni-Channel Customer Engagement
• Self-Service Engagement
• Service Request Management
• Product Registration
• Inquiry Management
• Warranty Claims Management
• Recall Management
• Service Level Management
• Intelligent Ticket Management
• Service Contract Management
• Knowledge Base Management
• Agent Console Add-on
Service Cloud | New Agent Console Add-On
Improve Agent efficiency to help them provide exceptional customer service with a modern workspace
CUSTOMER DATA PLATFORM
The living breathing unified view of the customer for use across CX and beyond.
- 1st 2nd, 3rd Party Data Ingestion, Quality And Resolution
- Customer Context (Events/Activities)
- Data Privacy Core
- Multi-layer Real-time Customer Profile
- Insights – Reporting & Analytics
- Segmentation & Audience Management
- Real-time Journey Orchestration
more info
Identity Management
– Customer Consent Management
• Registration as a Service (RaaS)
• Social Login
• Risk Based Authentication
• Federation and Single Sign On (SSO)
• Passwordless Authentication
Enterprise Consent And Preference Management
– Audit Store
• Orchestration / Governance
• Self Service Preference Centre
• Consent Enforcement
Customer Data Unification
– Customer Data Ingestion
• Customer Data Quality Processing
• Identity Resolution
• Customer Data Enrichment
• Processing Purpose Management
• Inbound Data Governance
Insights and Analytics
Real Time Multi-Layer Customer Profile
• Real Time Segmentation Calculation
• Real Time Activity Indicators Calculation
• Audience Management
Activation & Orchestration
• Audience Activation
• Customer Data Governance
• Real Time Journey Orchestration
• Connector Studio for 3rd Parties
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