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Author's profile photo Ido Shamgar

Re-think your Customer Experience from the ground-up at #SAPPHIRENOW

Today we talked with Francesco Mari from SAP’s Global Custom Development organization. Francesco has been working at SAP for more than 14 years in various management roles focusing for the past years on SAP HANA and Analytics.

In his session at SAPPHIRE NOW: Session 13981 – Solve Your Biggest Business Challenge with a Platform for Innovation, he will discuss examples of how customers are using SAP HANA to tackle complex business issues.

There are two approaches for customers to adopt SAP HANA for their organization:

  1. Either it can be an evolution of their existing landscape, moving for example their Business Suite to SAP HANA.
  2. Or it can be a revolution. In this approach, companies are looking to transform themselves or radically innovate by building applications that have the potential to redefine their business models.

The SAP Custom Development teams can help businesses in their journey following both approaches, but are specially focusing on the second area by co-innovating with companies around the world to build new kinds of high-value applications.

How to re-think Customer Experience?

A lot of organizations sit on unexplored opportunities. They have massive amount of data that is untapped and that, when leveraged correctly, can bring tremendous value to bring customer experience to a new level.

In addition, they may be facing very complex problems, but don’t really know how to solve them. Often they are not fully aware of the new capabilities that a platform like SAP HANA can bring to the game, or just don’t know where to start and how to leverage the right technology.

New capabilities are in organizations’ hands today to meet these challenges, like the combination of a Real-Time platform and Big Data. Through formal or informal discussions with their customers, Francesco and his team have already identified multiple scenarios to help organizations identify complex problems and frame out concrete and very valuable solutions.

From Reactive to Predictive maintenance

For example, think about the automotive industry. Today, companies are putting sensors on all parts of their vehicles to collect and analyze a massive amount of data throughout the production process and beyond, so they can take better supply and demand decisions.

With the data collected, new applications can be built to move from a mostly reactive maintenance, that most companies have today, to a real predictive one. Based on mathematical models new applications, can predict when a part will need to be changed and automatically trigger alerts or material orders changes.

Predictive maintenance has deep impact not only on the customer experience but also on the company production plans, changing from the ground up the automotive industry business processes. The same kind of applications can be built in other industries as well.

Stay tuned for part 2 of this blog to learn about more examples, and your SAP HANA journey ahead.

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