SAP Announces The SAP 360 Customer Solution

SAP AG has announced the new SAP 360 Customer solution. Powered by the SAP HANA platform, the solution will harness the power of in-memory computing, cloud, enterprise mobility and collaboration to allow organisations to revolutionise the way they engage with their customers beyond traditional customer relationship management (CRM).

This engagement enables companies to improve customer loyalty, maximise customers’ lifetime value and optimise their resources to create more value for the customers and the shareholders alike. The breakthrough in-memory technology of SAP HANA will turn this vision into a reality for enterprises around the globe.

“This is a game-changing solution that will help companies market better, sell better, service better and truly create remarkable experiences for their customers,” said Suprakash Chaudhuri, Acting Managing Director, SAP India. “With SAP 360 Customer powered by SAP HANA, companies gain true 360-degree customer insight that is real-time, actionable and available anywhere.”

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SAP 360 Customer will provide unique capabilities to turn insight into action and engage with customers one-to-one — in context and in real time. It will enable organisations to create a superior customer experience while driving operational excellence by empowering the mobile workforce, fostering collaboration, executing transactions faster and providing better response times.

“We have realised the long-held vision of our founder Hasso Plattner to deliver a real-time enterprise with transaction, text and analytics processing on one platform,” said Dr. Vishal Sikka, member of the SAP Executive Board, Technology and Innovation. “Support pack stack 5, to be announced this week, is a non-disruptive increment for SAP HANA and yet a large step forward, as it aims to enable integrated application services, key enterprise capabilities for high availability, disaster recovery and integrated text analytics, as well as key OLTP optimisations that enable us to release our first mission-critical SAP Business Suite application, SAP CRM, to run completely on the SAP HANA platform.”

With SAP 360 Customer organisations will gain proprietary customer insights, understand customer needs and preferences and predict future behavior. This real-time and true 360-degree view of the customer will be based on the most accurate front-office interactions, back-office transactions and publicly available information from social networks. Organisations will be able to access large amounts of data in shorter periods of time, dramatically increase the speed of existing processes and revolutionise decision-making — anywhere, on any device.

Companies will be able to leverage just-in-time customer insight to deliver one-to-one interactions through any channel. Organisations will be able to deliver a differentiated customer experience and provide customers with highly personalised offerings, which will accurately reflect the specific customer needs and wants. They will be able to act on information as it happens and proactively engage with customers to resolve issues, introduce new products and services and decide on future courses of action.

Companies will be able to instantly carry out end-to-end customer processes beyond the front office, truly deliver on their brand promise and create differentiated customer experiences. By leveraging industry best practices inherent in SAP solutions, organisations will be able to improve the effectiveness and efficiency of every customer process. This will enable companies to truly transform and empower the front line employees to better engage with customers across marketing, sales and service functions.

A key component of the SAP 360 Customer solution will be the SAP CRM application powered by SAP HANA. Other products to be included are cloud-based solutions such as the SAP Customer OnDemand solution, the SAP Jam social software platform and several mobile solutions.