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MAKE CUSTOMER EXPERIENCE YOUR STRATEGIC PRIORITY WITH SAP CX

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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.

About the Authors

Prathiba Anandraj

SAP CX Practice Lead

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Rony John

Chief Executive Officer

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Rony John

Chief Executive Officer

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With over 20 years of rich and diverse experience in SAP, Rony John is leading the team at Blueprint in helping customers recognize the benefits of the ERP Solutions and providing sound design and integration approaches to successfully implement their SAP and ERP environments. Adept at bringing real-world expertise and solution design to the forefront, Rony has successfully helped many organizations, both big and small in actualizing their goals.

Rony owns an innate ability to decode customer needs and his in-depth knowledge about SAP and Kronos products sets him apart from the rest. Prior to leading Blueprint, Rony had donned diverse roles for some of the best software giants including Convergent, Autodesk, SAP GDC,Mindtree very strong technical grounding by way of involvement in Product and Global delivery.

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Rony John

Chief Executive Officer

Rony-John-scaled

Rony John

Chief Executive Officer

Rony-John-scaled

With over 20 years of rich and diverse experience in SAP, Rony John is leading the team at Blueprint in helping customers recognize the benefits of the ERP Solutions and providing sound design and integration approaches to successfully implement their SAP and ERP environments. Adept at bringing real-world expertise and solution design to the forefront, Rony has successfully helped many organizations, both big and small in actualizing their goals.

Rony owns an innate ability to decode customer needs and his in-depth knowledge about SAP and Kronos products sets him apart from the rest. Prior to leading Blueprint, Rony had donned diverse roles for some of the best software giants including Convergent, Autodesk, SAP GDC,Mindtree very strong technical grounding by way of involvement in Product and Global delivery.

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A New Chapter for Lion Brewery (Ceylon) PLC: HR Innovation through SAP SuccessFactors

Lion Brewery (Ceylon) PLC embarks on a pivotal journey in workforce transformation by partnering with Blueprint Technologies to implement SAP SuccessFactors. This strategic move promises to streamline HR processes and uplift the employee experience, cultivating a vibrant, efficient workforce ready for tomorrow’s challenges.

We’re thrilled about the transformative possibilities and look forward to seeing Lion Brewery elevate its employee experience and achieve workforce excellence.

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Prathiba Anandraj exemplifies Blueprint Technologies' unique approach to customer experience transformations.

In an interview with Dataquest, Prathiba Anandraj, SAP CX Practice Lead at Blueprint Technologies, emphasized the company’s unique approach to customer experience transformations. She highlighted Blueprint Technologies strategic partnership with SAP, which involves the use of cutting-edge cloud technologies. She spoke about changing customer expectations, emphasizing the need for personalization and seamless experiences. Pratibha explained Blueprint’s approach to CX transformation, focusing on personalized solutions. She also explained how Blueprint Technologies has helped organizations thrive in their customer experience transformations with SAP CX.

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⁠Blueprint Technologies co-hosted the CX Roundtable event in Gurgaon with the SAP CX Team and Dataquest.

Our esteemed speakers, delegates, and moderator shared their insights on CX trends and AI and ML in customer experience management, making the event the most engaging and informative. At the conference, we looked into several areas of the customer experience and new ways to improve customer satisfaction and retention. The exceptional attitude of teamwork and generosity among guests shows how well their commitment to exceptional customer experiences matches our company’s beliefs and goals.

We acknowledge our speakers, attendees, SAP CX, and Dataquest teams for their enthusiastic involvement in the “Future-Proofing CX Strategies: Connecting with Customers in the Digital Age for Business” roundtable discussion on September 15, 2023, in Gurgaon.

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Blueprint Technologies co-hosted the "CFO Playbook 2023" in Mumbai with the SAP Concur Team and Netnex.

At Mumbai’s Taj Lands End hotel, the second edition of the “CFO Playbook 2023” roundtable conference featured invaluable networking and knowledge-sharing sessions. We discussed how SAP can help your accounts payable team succeed and become a strategic driver of development, efficiency, compliance, and sustainability throughout the conference.

We appreciate our speakers, attendees, SAP Concur, and NetNex teams for their support and participation in the “CFO Playbook 2023” roundtable session in Mumbai on September 13, 2023.

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Blueprint Technologies co-hosted the "CFO Playbook 2023" in Pune with the SAP Concur Team and Netnex.

Our renowned speakers at the “CFO Playbook 2023” roundtable conference at the JW Marriott hotel in Pune delivered the best networking and knowledge-sharing sessions on September 5, 2023. We addressed how SAP can help your accounts payable workforce succeed and become a strategic driver of development, efficiency, compliance, and sustainability throughout the conference.

We appreciate our speakers, attendees, SAP Concur, and NetNex teams for their support and involvement at the “CFO Playbook 2023” roundtable meeting in Pune on September 5, 2023.

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Blueprint Technologies co-hosted the SAP Innovation Tour for CX in Mumbai with the SAP CX Team and Dataquest.

Our esteemed speakers, delegates, and moderator discussed evolving CX trends and the emergence of AI and ML in customer experience management, making it the most educational and remarkable event.We appreciate our Speakers, Participants, the SAP CX team, and the Dataquest Team for their support and active involvement in the “Unleashing Innovation: Accelerating Customer Experiences for Businesses” roundtable conference in Mumbai on July 21, 2023.

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Blueprint Technologies was one of the official silver sponsors at the SAP Spend Connect Forum India event

We witnessed the most extraordinary events at the SAP Spend Connect Forum India, which took place at the Taj Palace in Delhi on July 19, 2023, and the Shangri-La in Bengaluru on July 21, 2023, including outstanding networking and knowledge-sharing sessions by SAP and customer speakers.

Furthermore, we appreciate everyone who visited our booth. We appreciate your time and interest in our services. It was remarkable to meet and communicate with so many individuals who share our enthusiasm for facilitating digital transformation through the adoption of SAP Cloud solutions.

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Blueprint Technologies attended and delivered presentation at the SAP DKOM 2023 held on April 28, 2023.

Mr. Rony John, MD and CEO, Blueprint Technologies, presented a session on “Drive adoption of your cloud products – With SAP’s very own tools” at SAP DKOM 2023, along with Mr. Stefan Steinle, Head of Customer Support & Innovation, SAP AE.

A big thank you to SAP for inviting Blueprint Technologies to share our expertise and insights with the SAP community.

SAP DKOM is the biggest technology festival at #SAPLabsIndia, celebrating innovation, technology, and the people who use SAP Technology to make the world run better.

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Blueprint Technologies was one of the official silver sponsors at the SAP NOW event

We witnessed the most amazing event with superb networking and knowledge sharing sessions by SAP and customer speakers at SAP NOW.

Also, thank you to everyone who came by our booth. We appreciate your time and interest in our services. It was amazing to meet and interact with so many people who share the same passion as us for bringing in digital transformation and helping India achieve its goal of becoming an economic powerhouse by leveraging technology.

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