SAP Redefines Enterprise Social Software With New Cloud Offerings

As companies catch on to the potential of enterprise social software to drive business results throughout the organisation, vendors are competing to deliver the next evolution of solutions. SAP AG has unveiled its social strategy to transform how business people connect, engage and transact with customers, colleagues and partners. By infusing social and collaborative capabilities into on-premise and cloud applications or mobile devices, SAP enables better engagement to effectively serve customers and partners and supports streamlining of work processes and decision-making to drive rapid business results.

Delivering on its social strategy, SAP introduced two new offerings: the SAP Jam social software platform and the SAP Social OnDemand solution. SAP Jam enables today’s workers to drive rapid business results by integrating social capabilities into their applications and daily business processes, eliminating social silos. SAP Social OnDemand transforms social media conversations into rich business insights. The solution helps marketing and customer service organisations better engage with customers to increase brand loyalty, manage reputational risks and capitalise on opportunities.

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SAP Jam meets the needs of organisations of all sizes in any industry — for people in functions ranging from sales to finance to human resources — to help them get their work done. The design principle behind SAP Jam was to create a unified environment in which users can easily connect with colleagues and collaborate around data, content and processes right where they are working, to more effectively solve problems, make decisions and drive results. Innovation between SAP and SuccessFactors brought SAP Jam to life. The platform combines the best parts of SuccessFactors Jam for enterprise social networking, the SAP StreamWork application for social workflow and problem-solving as well as new capabilities.

Collaborative business processes are supported via integrations with SuccessFactors Business Execution (BizX) Suite, the on-premise SAP Customer Relationship Management (SAP CRM) application, the mobile client for the SAP Financials OnDemand solution and the SAP Sales OnDemand solution for social on-boarding or learning, collaborative opportunity or service request management, and social customer or partner engagement.

“Consumers are increasingly connected and informed today and this has transformational implications on how organisations engage with them, serve them and innovate for them,” said Sameer Patel, Global Vice President and General Manager, Social Software Solutions, SAP. “Deploying social software in a silo isn’t enough. Social software needs to be pervasive across our business applications and our devices, not in social silos, so the best minds can come together where collaboration is needed the most to continuously meet both business execution objectives and to delight the end customer. This is the core design principle behind SAP’s social strategy.”

Just as social collaboration is enriching business processes, the social media channel can be used to enrich business decisions and increase customer engagement. SAP Social OnDemand helps marketing organisations take action on insight by simplifying the process of prioritising and engaging on social media and honing in on key trends. With real-time monitoring, routing and escalation, it helps ensure that critical conversations are not missed and that responses are appropriate, based on a poster’s profile that includes social influence metrics as well as customer data from other enterprise systems. Robust integration with on-premise CRM and an existing knowledge base allows companies to turn customer service into a marketing multiplier.