Cloud Business Case #6: Deliver greater user experience to your clients
Next in our blog series, sharing SAP customers’ business cases for cloud solutions.
Recently a large retailer in the wholesale industry, who is headquartered in Europe and sells a various range of the world’s best brands in sports, fashion and outdoor, signed in for SAP Cloud for Customer and SAP Jam. Starting with one brand in one region, they have a typical cloud consumption strategy (Land & Expand). More brands and regions are to be added over time.
SAP Cloud for Customer helps you to bring your clients in the center of your organization. It’s more important than ever that your front line (e.g. Sales, Customer Service) harness the end-to-end enterprise, gaining deep customer insights to be able to offer personalized solutions. Delivering great customer experience is the flashpoint to turn prospects into promoters.
SAP Jam revolutionizes business collaboration by connecting employees from different areas, partners and even customers to key information and processes in the cloud. The social network for enterprises helps you to speed up sales cycles, increase customer and employee engagement and reduce training costs significantly.
The customers had a strong need to improve its disrupted sales & service processes and for a supportive CRM solution. So far no specific sales solution, but excel and outlook have been in place to support the sales & service organization – efficiency and transparency remained behind expectations. KPIs like Net Promoter Score (NPS) are getting more and more significant in B2C markets, where this company founds its hunting ground. It measures the customer loyalty and highly correlates with the revenue growth of a company in modern markets – nothing that came easily due to manual activities and inadequate information. As a matter of fact win rates didn’t meet the opportunities due to a lack of proper customer information at Point of sale (PoS) – a real challenge.
The customer searched for a solution to really support its sales & service people in their daily life. More insights of existing customers and prospects should be available in a consumable fashion from the web. Better listen and respond and offer more tailored products and services that meet customers’ expectations are worthwhile goals of the customer. Another desire was to improve the transparency and collaboration within their sales & service department; supported by appropriate solutions to share knowledge about different accounts.
The customer was already in final negotiations with one of our competitors. When SAP entered the stage with SAP Cloud for Customer and SAP Jam, the feedback was overwhelming. The sales people immediately fell in love with the greater user experience. Customer sentiments are pulled out from the web automatically and visible with one fingertip. Customer information between Sales and Service is shared in one spot. Furthermore SAP better served both sides, the IT and LoB. Where competitors force their clients to a rip and replace, SAP took care of existing investments of the customer as well and innovated where business demands. SAP’s strong commitment to make the customer more successful in sales was the icing on the cake.
We are looking forward to deliver proof points after implementation has been finished. Stay tuned.
For more product specific information, please refer to SAP Cloud Solutions and in particular to SAP Cloud for Customer and SAP Jam.
Looking forward to your feedback
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