In the conventional model, the Customer Experience suite is more than what meets the eye. It is beyond customer relationship management/CRM.
SAP Customer Experience Clouds is a customer-centric Customer Experience Suite in which every user needs a quick collaboration with brands, regardless of location or time, and where brands strive to perceive their customers better. C/4HANA was previously known as SAP Hybris and consisted solely of cloud-based marketing, sales, retail, and CRM applications. SAP Customer Experience Clouds is a customer experience (CX) package that can be customized using the SAP Cloud Platform. It is a crown jewel product running on the SAP HANA database that can be used independently or merged with other SAP products.
SAP Customer Experience Clouds Suite
SAP Customer Experience Clouds Suite is a collection of five cloud solutions. Each of them is an industry-leading solution.
1. SAP Commerce Cloud
Initially named SAP Hybris Commerce, this compact commerce solution of SAP Customer Experience Clouds suite is built upon Microsoft Azure. SAP Commerce Cloud effortlessly deals with achieving the high goals set or the expectations of B2C, B2B, and B2B2C businesses.
SAP Commerce Cloud capabilities
- Omnichannel commerce
SAP Commerce Cloud enables omnichannel sales and marketing solutions by providing a variety of go-to-market models used by different enterprises and utilizing the autonomous commerce strategy. This means you may reach out to your users via a variety of channels, including the web, mobile, POS, social media, interactive kiosks, and more.
Thanks to out-of-the-box manufacturing accelerators, small, and midsize businesses from a variety of industries can modify the system to their individual needs.
Financial, transport, and telecom businesses, as well as local government entities, all have accelerators.
- Product management
Product data is kept in a centralized content library that allows for the simultaneous management of huge numbers of product items. Users can construct catalogues based on a variety of criteria, add photographs, publish and amend descriptions, set pricing rates, and develop rules for customized offers.
This saves time and ensures data consistency for users.
- Order management
Coordinating orders coming in from multiple touchpoints is a major difficulty for businesses.
By centralizing order and inventory management in real-time across the company, Commerce Cloud enables end-to-end inventory visibility. If the items are in stock, they can be purchased; after they are sold out, they are no longer available for purchase. This avoids the embarrassment that a company can suffer when a user places an order only to be told later that the item is out of stock. There are cloud and on-premises deployment options.
2. SAP Sales Cloud
Users connect with a business through numerous channels all of the time, but the sales staff has no actual insight into those conversations. Consequently, the corporation has little chance of influencing the decision-making process of potential clients and increasing sales.
SAP Sales Cloud is the most comprehensive sales software that SAP Customer Experience Clouds has to provide in the world. This is a mobile-first, cloud-only option that can help you sell your goods or services more successfully by coordinating successful sales activities based on your total command of the customer’s purchase experience.
What do you end up with?
- A personalized website with specific data on metrics like KPIs
- Utmost accurate involvement with your users
- Configure, price, and quote (CPQ)
- Customer feedback management
- Actionable insights provided by the Deal Finder and Influencer Map tools
- Seamless assimilation with your enterprise applications and other SAP product lines
You will acquire significant insights into customer behaviour by monitoring it using the Sales Cloud, which you can then transform into productive actions. This is your best chance at converting leads and closing transactions.
SAP purchased Callidus Software, a business that specializes in sales performance management, in 2018. CallidusCloud’s sales automation modules have been added to Sales Cloud.
3. SAP Marketing Cloud
You may learn more about your customers’ preferences, sentiments, and behaviours with SAP Marketing Cloud tools including a profile dashboard, sentiment engagement tool, and customer journey insight tool. You can see single user demands as well as an elevated segmentation of your audience thanks to a simple graphic interface. All of your marketing and sales plans, statistics, KPIs, financing, and reporting can be viewed in one place.
SAP Customer Experience Clouds solution such as SAP Marketing Cloud assists in the identification of target groups that is necessary for the development of efficient customized marketing campaigns. These ads can run automatically across several channels, including email, social media, and SMS, and respond swiftly to market developments.
SAP also bought Qualtrics International Inc., the world’s largest user experience and review management solution, to bolster its business marketing offering. SAP and Qualtrics have collaborated to develop a one-of-a-kind business concept that enables the deployment of end-to-end processes and operational management systems based on client feedback, wants, and aspirations. There are cloud and on-premises deployment options.
4. SAP Service Cloud
SAP Service Cloud is a cutting edge service management SAP Customer Experience Clouds solution that enables uniform handling of users’ queries across all channels before and after purchase, ensuring happy, and loyal customers.
Conversational AI chatbots that utilise advanced language processing to emulate natural conversation and provide a high-quality experience power with the support service. Chatbots are available 24 hours a day, seven days a week, ensuring that users receive constant and attentive assistance so that call centre agents are not overworked.
If a chatbot is unable to fix an issue, it sends all chat notes to a human agent, who immediately resumes the conversation with the user.
In a single user interface, Service Cloud interfaces with Commerce Cloud solutions, other platforms, and tools to provide a complete perspective of the customer journey.
SAP purchased Swiss software business Coresystems, a producer of field service management (FSM) software, to expand its service offering. SAP’s functionality was enhanced by Coresystems’ addition of a self-service site.
5. SAP Customer Data Cloud
The SAP Customer Data Cloud is a customer data management solution that enables enterprises to comply with data protection regulations while still participating with their users in profound ways. SAP Customer Experience Clouds adheres to the EU’s principal user data security and privacy law, the General Data Protection Regulation (GDPR).
Customer Data Cloud capabilities:
- Secure login and registration
- Identification and consent management
- Client profile generation and analysis
- Precise target grouping
Data transparency and governance allows you to communicate with them on their terms, which can help you earn their confidence during and after your online interactions.
What are the advantages of authorization of data?
• You respect the privacy of your customers and establish a devoted following.
• You learn more about your target audience.
• You develop inconspicuous customized offerings that are tailored to the demands of users.If you are looking for ideal Customer relationship management software that allows quick collaboration with brands irrespective of time and location, Contact Lineris Solutions today!