SAP C/4HANA | Customer Experience Optimisation

Customer expectations are changing – as is the way business serves them

Digitization has changed the game dramatically for marketing, sales, commerce, and service. Gone are the days when companies could rely on a “one size fits all” model to get their message across, convince their audience, and gain loyal customers.

Traditional customer relationship management (CRM) is transforming, too, and more businesses are using cutting edge customer experience software to stay ahead of the competition in marketing, sales, commerce, and service

Poor customer-centricity leads to poor results

With more choices and more buying decisions to make than ever before, customers are becoming harder to please and easier to lose. Failing to keep customer needs and the centre of business processes will make the entire customer service journey – from marketing to sale – less effective.

Signs of a non-customer centric business can include:

Employees can’t access up-to-date and comprehensive customer data
Still relying on mass marketing
Can’t analyze sales performance in real-time and react immediately
Buying experiences aren’t appealing and coherent across all channels
Services aren’t equipped to solve customer problems or encourage customer loyalty

Shine at every touchpoint and turn customers into fans

In the digital age, a time of constant change, becoming an intelligent enterprise is the most important competitive factor. Meeting ever-increasing customer demands by aligning your selling process with the buying journey is vital, and a coherent, convincing, and truly personal customer experience is what will set apart digital leaders from digital laggards.

But how do you become a customer-centric company? An intelligent enterprise is based on instant, reliable insights derived from artificial intelligence and machine learning. And for SAP customers, the SAP C/4HANA suite plays a key role in this.

The C/4HANA suite of solutions unites the former commerce-focused SAP Hybris solutions with tailored software for marketing, sales, service, and includes:

SAP Marketing Cloud
SAP Sales Cloud
SAP Commerce Cloud
SAP Customer Data Cloud

It’s a foundation to align all your customer data – compliant with the strictest data privacy and protection laws. Add to this the latest trends in machine learning and you have everything you need to create real-time engagement with every single customer.

Boost customer engagement with SAP C/4HANA and NTT DATA

Gain a 360-Degree View of Every Customer

Achieve customer centricity by bringing together master data, buying history, individual needs and wishes, and even sentiments. You can then provide your teams in marketing, sales, service, and commerce with all the information they need to create an engaging customer experience.

Create and Analyze Individualized Marketing Campaigns

Based on dynamic customer profiles and supported by artificial intelligence, you can create segments and campaigns that fit perfectly to each individual and optimize marketing campaigns while they run to adapt to your audiences’ reaction.

Deliver the Right Solution at the Right Moment

Help sales team quickly identify key decision-makers and establish a complete understanding of customer objectives by delivering this data to your team through their mobile devices. Empower sales reps with the information they need to know which customers to contact, how to address their pain points, and how to nurture each opportunity to completion.

Become a B2B or B2C Omnichannel Business

No matter whether you’re in B2B or B2C, customers today expect a consistent buying experience across all devices and situations. With SAP C/4HANA you create a complete omnichannel sales experience, connecting digital and traditional sales channels end-to-end. You can integrate suppliers, distributors, and partners and manage multiple business models from one single platform.

Retain Customers with High-Quality Services

With SAP C/4HANA you not only accelerate service processes and improve the first-time fix rate, but turn service before, during, and after a purchase into an opportunity to engage customers; and sell additional products. Your call-center service specialists have access to complete, contextual customer information and omnichannel data, too.. Field service technicians also have all data available to help them complete their tasks faster – even on location.

Our expert consultants ensure seamless implementation of all the SAP C/4HANA solutions you need: from the former Gigya software now called SAP Customer Data Cloud, to the SAP Customer Experience solutions (formerly SAP Hybris solutions), to integration into your existing CRM systems.

As one of the first SAP partners for SAP Hybris and Gigya, we know the needs and challenges of today’s customer-focused business in B2B as well as in B2C. And we are at your side every step of the way of your IT project – worldwide.

Do you have questions or need more information? For more detailed advice from one of our experts or to book one of our workshops, get in touch with us.

We’re here to help.

Put your customers in the center of your business and create a unique brand experience