MAKE CUSTOMER EXPERIENCE YOUR STRATEGIC PRIORITY WITH SAP CX
Introduction
While earlier, we saw companies solely focus on their product or service delivery as a means to capture the market, today’s customer expects a little more – creating a seamless customer experience for one. In the era of digitalisation and AI, where data is available at your fingertips, business leaders recognize the competitive edge gained by ensuring superior customer experience and the perseverance required to achieve such standards. Customer Experience or CX as it is more commonly known, reflects what a company offers to its customers and how its products and services are perceived.
According to Gartner, in 2021 over 89% of brands were seen prioritizing customer-facing digital experiences. In a study by PWC it was recorded that 68% of business-to-business marketers acknowledge that delivering a consistent, high-quality customer experience is vital in today’s marketplace. Customer Experience gains more traction in today’s market than it did in the past, when the concept of customer service and customer experience were often interchangeably used. Hence, it is pivotal that enterprises make customer experience management (CXM) one of their foremost investments in today’s competitive business climate.
What does a customer expect today?
The constantly evolving face of AI and the internet of things (IoT) platforms has led to companies adopting new tools and technologies in order to meet customer expectations. But what does the customer actually expect from an enterprise?
Primarily, customers want to have access to easy communication channels with the sales teams and reps who are capable of making intelligent product recommendations and suggestions. Additionally, enterprises that provide quick responses to customer queries seem to really do well in the CX department. Companies today understand that the sales and after-sales experience for a customer plays a vital role in building long-term relationships, avoiding customer churn, and expanding future business. Sales agents and reps are now expected to possess all-encompassing knowledge of the customer and their needs while also being equipped with the latest tools to provide quick solutions. But at the same time companies must align their CX functions to their business processes in order to ensure effective and consistent CX delivery.
But all this is easier said than done. B2B enterprises face many challenges in ensuring good CX for their clients. The challenges include:
In order to address these challenges, businesses must tie multiple customer journeys together using the proper technology like SAP CX.
SAP CX - A LEAD-TO-CASH SALES/SERVICE TOOL
While an all encompassing CX solution might sound like nothing short of a dream, the SAP CX is a cloud-based suite under C/4HANA that addresses all front or customer-facing needs. At its core, the SAP CX suite consists of a set of five pillar cloud solutions that help cover all CRM bases. These include:
- SAP Customer Data Cloud
- SAP Marketing Cloud
- SAP Commerce Cloud
- SAP Sales Cloud
- SAP Service Cloud
When we talk of customer experience, two areas come primarily to mind – sales and post-sale service delivery. The SAP Sales/Service Cloud comes with very real and quantifiable capabilities that enhance your sales and service team’s day-to-day productivity, leading to better customer experiences and improved sales outcomes. It helps the sales team preempt and adapt to ever-changing customer needs and expectations. Equipped with AI and machine learning capabilities, SAP CX can glean useful insights to help you come up with the best solution at all times. It helps you track and capture leads, study potential customers and their behavior, nurture leads, trigger quotations, and much more, all from the convenience of a single platform. Additionally, all this data is stored for later reference within the application. In a nutshell, SAP CX helps firmly integrate effective CX into your company’s ERP framework in order to increase customer experience and engagement without any hassles.
What are the potential implementation challenges?
By just investing in SAP CX will not ensure successful implementation or value realization. Any technology is only as good as its implementation. Hence, in order to ensure that the platform is used efficiently and yields ROI, it has to be effectively implemented so that it fits with your organization’s existing framework.
First and foremost, when a business is trying to adapt to new processes and tools, it requires a change management process. This includes the adoption of best practices rather than wasting time in reinventing the wheel. Additionally, we have to ensure that the technology investment is customized to the organization’s needs in order to create differentiation and show a quick ROI.
As discussed earlier, the SAP CX suite needs to be firmly embedded in the organization’s existing framework and all available systems are integrated resulting in the betterment of end-to-end customer journey. This requires a considerable amount of expertise for effective implementation and faster adoption. An added challenge is that in-house business teams are often not available to oversee the implementation cycle to get familiar with the applications. While some organizations tend to hire and train a separate team specializing in SAP best practices, this can be a time and cost-intensive process and hence not feasible.
This is the reason why more and more organizations today are turning to experienced implementation partners such as Blueprint Technologies, to handle all of their SAP CX needs. At Blueprint, we declutter the unwanted data and ensure effective implementation and consistent support from professional SAP consultants.
HOW WE CAN HELP
At Blueprint Technologies, we help you build a connected customer journey for sales and service based on industry-leading cloud solutions.
We harness the power of SAP Customer Experience products such as SAP Sales Cloud, SAP Service Cloud, and SAP Field Service Management (FSM) in order to help you establish a strategic “Customer Journey”. Our expertise in various SAP implementations helps us to provide organizations with digital capabilities for an end-to-end Customer Experience (CX).
Along with the implementation of key features of SAP Sales/Service Cloud, we can ensure seamless data integration with your existing systems ECC or S/4 to provide accurate information, SAC for analytic reports, and Qualtrics for Customer feedback surveys.
Blueprint can empower you to grow your business through exceptional customer experiences by helping you with customer journey orchestration and ensuring that you adapt to the customers’ unique needs.
ADDITIONAL OFFERINGS
Blueprint not just helps successfully implement SAP CX in your framework, but also assesses and suggests add-on solutions that can maximize your tech investments. Some of these add-on solutions include:
- BoB – BoB is a chatbot solution powered by SAP conversational AI that automates critical tasks in order to cut down on human intervention and redundant tasks. It allows your sales team to automate tasks such as completing the creation of accounts, populating contact information, triggering quotations, updating details pertaining to opportunities etc, within just a few minutes.
- B-FAST (Blueprint Field Accelerator for Service Technician) – B-FAST is a multi-faceted solution that covers the entire gamut of service operations right from the service ticket creation process, assigning the right skilled technician for the job, providing visibility on spare parts availability with the Dealer/Technician and then triggering feedback form upon closure of the ticket. The solution leverages the SAP Service Cloud, SAP FSM, ready connectors for integration with S/4HANA, and a custom-built dealer portal for providing visibility on stock availability.
Conclusion
SAP CX is a multi-faceted suite that can definitely help your organization streamline sales and service operations in order to boost customer experience. With the help of Blueprint, you can harness the application to constantly glean insights from the customers, competitors etc, and in turn use this information to innovate and improve sales and service delivery within your organization. Choosing a capable and experienced implementation partner is a crucial step in maximizing your SAP CX investment to show benefits and ROI. Hence, choose an implementation partner wisely and realize the full potential of SAP CX, today.
