Streamline all your customer-facing processes and strengthen relationships by putting the customer at the centre of your sales, marketing, commerce, and service activities.

You expect a Customer Experience Solution to have contact, lead, and customer interaction management. You also want analytics, and you’d love automation, but really, you want it all. And of course, you want it to be fully integrated. The good news? It’s all here:

Contact management: Securely store your customer information – including names, contact details, social media accounts, and communications preferences – in a central database that your entire team can access in real-time, 24/7.

• Interaction management: Track all of your customer interactions, including emails, phone conversations, social media posts, and chat sessions, to gain a 360° view of each customer, and deliver a consistent cross-channel experience.
• Lead management: Identify, score, and track leads through your pipeline to convert more prospective customers into buyers. With SAP Customer Experience Solutions, you can integrate your lead generation, pipeline management, and lead nurturing activities.
• Workflow automation: Automate repetitive, manual tasks such as contact record data entry and harness the power of embedded AI and machine learning to provide chatbot-based interactions on social media and in messaging apps.
• Customer analytics: Surface the right insights at the right time with on-demand reporting and interactive dashboards. Predict what customers want, personalise their experiences, and take the right action in the moment.
• Integrations: Integrate your SAP Customer Experience system with your website, email and calendar platforms, accounting and billing software, customer surveys, document management, and e-signatures, so that you can do everything in one place.
• Security, privacy and mobility: All of your SAP Customer Experience features should be available to you anytime, anywhere, from any device. In addition, operating in the cloud will help you streamline security, data privacy, and GDPR compliance requirements.

As SAP Partners in UAE, we offer the following SAP Customer Experience Solutions:

SAP Commerce Cloud solutions make the online shopping process for your customers easy and personalised, with a seamless experience from browsing to buying.

SAP Commerce Cloud harnesses the power of AI to offer the following features:

• On-demand commerce: Engage and transact with your customers across all channels from a single platform. Create engaging storefronts, promote the right products with powerful search capabilities, drive your sales and conversions with flexible built-in promotion capabilities, and use plug-and-play integration to deliver a scalable shopping cart and checkout experience with payment services and tax management.
• Context-driven personalisation: Serve each customer individually with one-to-one personalisation built on machine learning and real-time customer insights. Define dynamic customer segments based on intuitive and behaviour-based conditions that trigger personalised promotions, content and storefront views when a customer meets a defined condition, and hit and exceed business targets with A/B testing and real-time algorithms optimised to meet business goals.
• High quality content management: Present the right products to the right customers at the right time with engaging content that drives conversion. Easily consolidate and publish all your product data and product catalogs for consumption, with multilingual catalogs for a global commerce site, and enhance product content quality with built-in validation and workflow review and approval, bulk-edit, and mass-upload capabilities with a user-friendly management interface.
• Hyper-personalised experience design: Design and manage a highly personalised commerce experience that drives conversion. Design multiple storefronts with brand consistency and personalised customer experiences using the intuitive WYSIWYG website editing tool.
• Seamless order management: Deliver a true omnichannel buying experience by enabling customers to fulfill orders and make returns anywhere, anytime. Simplify complex commerce and order processes through buy anywhere, pick-up anywhere capabilities, omnichannel and self-service capabilities, inventory visibility and transparency, and defining sourcing and allocation rules for warehouses and physical shop networks so you can engage customers more effectively and connect the demand with your supply chain.
• Powerful pre-built integrations: Realise a fast return on investment and leverage industry-specific capabilities with pre-built integrations, based on SAP Cloud Platform Integration Suite, to help connect applications with other SAP and third-party cloud and on-premise applications. SAP Commerce Cloud is based on open APIs so it can be quickly integrated with third-party solutions.

SAP Marketing Cloud solutions consolidate user data that provides real-time, context-based information about customers allowing brands to deliver consistent, contextual, and relevant experiences throughout a customer journey, regardless of the marketing channel or device.

SAP Marketing Cloud offers the following full-stack marketing and customer experience features:

• Know your customers inside and out: Identify, capture, and augment customer profiles across every part of your organization and third-party sources in a single view with the help of machine learning and AI to gain insights into customers’ real-time behaviours and preferences. Make data management secure by managing permissions and consent to build trust with your customers too.
• Improve your marketing planning and performance: Collaborate across teams and provide transparency into marketing plans, budgets, and performance in real time through quick access to centralised information, data-driven decision making and automated campaign execution capabilities.
• Personalise your campaigns and customer experiences: Target defined audience segments and execute cross-channel engagements to deliver personalised experiences at just the right moment for meaningful customer engagements and conversions.
• Optimise lead engagement and sales success: Generate and nurture high-quality leads and seamlessly share customer information and insights with sales to convert leads into revenue by always putting the customer at the centre of the engagement.
• Analyse and understand marketing insights: Gain insight into marketing performance and customer behaviours, make informed and data-driven marketing decisions, and understand the drivers to business success through machine learning, advanced data visualisation, and executive-level reporting dashboards.