SAP Enhances Its Customer OnDemand Solution

SAP AG has announced new capabilities for the SAP Customer OnDemand solution that empower businesses to know their customers like never before, guide them through each step of the buyer’s journey and groom customers to become loyal brand advocates. Combining the advantages of consumer-grade design, social, mobile and cloud technology with deep customer insight and awareness-to-cash process automation, the solution re-imagines what customer-centricity means for today’s enterprises. Designed for marketing, sales and service organisations, SAP Customer OnDemand is comprised of the SAP Sales OnDemand, SAP Service OnDemand and SAP Social OnDemand solutions and the SAP Social Media Analytics application by NetBase.

The inability to gather insight about each stage of the buyer’s journey across multiple platforms is a major limitation with most CRM applications today. In addition, it is costly, inflexible and time-consuming to tap into back-office systems to expose customer-specific processes such as pricing, quotes and sales orders. Whether companies leverage on-premise, cloud or hybrid solutions, SAP is the only company that can easily integrate with any environment to surface the insight and execute the processes that deliver a new level of customer-centricity.

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With SAP Customer OnDemand, SAP empowers people through a consumer-grade user experience, purposeful collaboration and insightful analytics for sales, service and marketing professionals across businesses of all sizes. The latest innovations from SAP Customer OnDemand are geared toward delivering a personalised customer experience.

Customers want to choose how they interact with customer service, whether by email, phone or social media channels. At the same time, customer service agents need cross-channel visibility into every step of the interaction to deliver a delightful customer experience. Additional communication channels in SAP Service OnDemand and SAP Social OnDemand now include a powerful self-service Web portal and an interface for computer-telephony integration (CTI). These channels allow customers to truly do business on their own terms. Customer service agents can now leverage an even greater number of sources for proactive customer interactions, such as branded online communities, websites for product ratings and customer reviews with pre-built integration into Bazaarvoice, a social commerce company that enables customer-powered marketing.

Customer service leaders can now access relevant service information such as ticket status, escalations and key service metrics while on-the-go with the new iPad application for the SAP Customer Insight mobile app. Turning customer service from a cost center into a revenue-generating team has never been more important. To foster this, product registration and warranty information have been added to help service agents identify targeted upsell and cross-sell opportunities with their clients, and to serve their customers in a more targeted way.

Customers’ tastes and opinions are evolving faster than ever before. In today’s global, networked world, there is no reason for language to be a barrier when getting to know a customer. With new scheduled alerting capabilities in SAP Social Media Analytics, marketers can stay on top of the latest social media trends across the globe. This powerful feature has added support for 19 new languages — from Arabic to Vietnamese. Now campaign managers can quickly capitalise on opportunities to adjust messages and launch corresponding campaigns or promotions almost anywhere in the world while also giving communications teams a chance to get ahead of risks before they go viral. Additionally, with the new “Focus Wizard,” a streamlined approach to topic refinement, marketers can access research topics faster than ever. Through increased research efficiency, marketers are able to evaluate the quality of any social Web topic they wish to analyse. It also helps eliminate any irrelevant chatter by applying filters with a single click, instantly providing a clean set of accurate results.

For marketers seeking the next level of customer insight, SAP has partnered with FanAppz, a personalised marketing platform for social media. This platform allows marketers to deliver compelling experiences on their social media pages, driving engagement and capturing social data as well as permission to use it. Now brand managers can fine-tune the way they connect with their audience and drive conversations across multiple channels.