Kitesurfers Paradise – Extending SAP’s customer experience portfolio with no-code
We get a lot of questions from people who don’t think it’s possible to create sophisticated apps using no-code tools. It is one thing to create a note-taking app for personal use, for example, or create a barcode scanner that connects to a third-party API. Building software critical to a company’s success is an entirely different set of challenges. While taking that leap from idea to app doesn’t require learning to write code, it does require the investment of time to understand processes, logic and other concepts, which is what we hope to get you started with in the Citizen Developer Learning Journey.
Here we’ll look at a use case for a kitesurfing equipment company: the demo shows how marketing teams can connect SAP AppGyver with CX tools to create something useful for their business, customers, and third-party stakeholders.
The Scenario: Kitesurfer’s customer journey 🏄🏽
Paul is a marketing manager for a company that manufactures kitesurfing equipment. He has built a sophisticated app: an engagement platform for the kitesurfing community that facilitates interaction among his company, third-party retailers (in our example, a surf shop), and customers — the kitesurfers who have bought or may buy his company’s products. This demo focuses on the app’s UI setup, especially how the customers are experiencing it through their mobile phones.
The journey: A kitesurfer goes into a surf shop looking for a new board. She finds what she’s looking for. It so happens that the manufacturer has printed a QR code right next to the board branding. The kitesurfer takes out her phone and scans the QR code, and immediately sees the Kitesurfers Paradise welcome screen, which invites her to sign up (the same screen will be the login screen after signing up).
The welcome screen also lists a few benefits that come with signing up — a warranty extension, “nature points” (a.k.a. customer loyalty points), and support for the environment by planting a tree in her name. After choosing to sign up, users see that there are a couple of ways they can do so — they can log into an existing social media account or use an email address. After they’ve signed up, the next step lets them personalize the interaction they will have with the kitesurfing app. The app also saves user preferences on the backend side so that each time they log in, they see the same setup that they chose when registering.
In this case we’ve briefly looked at the registration process, but the app includes many other functionalities:
- Online-accessible product catalog – if customers need a new kitesurfing board or accessory, they see what is available and where they can buy what they’re looking for.
- Conversation feed – lets kitesurfers communicate directly with retailers about local events or the manufacturer if something needs to be repaired. Retailers can also communicate with the manufacturer, as well as with the kitesurfers who have signed up to receive information about local events that the retailer is promoting.
- Social engagement – kitesurfers can talk to one another about water conditions, beach parking, and so on. Paul has created a complex engagement platform for different stakeholders by setting up the necessary front-end UI elements and connecting them to backend resources.
Utilizing SAP CX tools in the backend
On the left, you see the two different kinds of end users: the kitesurfer and the surf shop owner. While the kitesurfer uses her mobile phone, the shop owner uses a web app version. On the backend side, the manufacturer makes use of several SAP cloud resources:
- SAP Customer Data Cloud – handles sign-in and consent processes.
- SAP Emarsys – tracks loyalty points and facilitates marketing campaigns.
- SAP Service Cloud – manages communications among stakeholders and tracks registered products.
- SAP Commerce Cloud – where the manufacturer houses the company’s online store.
This demonstrates how SAP AppGyver can utilize multiple data sources on the backend to serve different business needs. Now with the new BTP Destinations feature, consuming data from any SAP system is simplified to a few clicks by connecting them as a direct data source. So there you have it: a fully-functional app with a number of sophisticated features to benefit the manufacturer, the retailers, and the entire kitesurfing community.
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