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Illustrating Value Creation with the SAP CX Portfolio through Customer Examples

<div id="content"><div class="parentsection"><div class="section"><p tabindex="0"><strong>Customer Success Stories</strong></p><p tabindex="0">SAP customers run some of the world's biggest businesses. Explore a few successful customer stories with SAP Customer Experience.</p></div></div><div class="parentsection"><div class="section"><img style="max-width:900px;max-height:none" class="image 1_1_landscape" title="smart Logo" alt="smart Logo" src="/service/media/SL_CX100_04_en-US_media/SL_CX100_04_en-US_images/U2L7_002.png" tabindex="0"><p tabindex="0"><strong>Three Years - Go to Market</strong></p><p tabindex="0">Discover how smart Europe is breaking new ground in customer experience with a direct-to-consumer approach based on a new e-commerce platform.</p></div></div><div class="parentsection"><div class="section"><div class="kalturaVideoLessonWrapper"><div aria-label="" class="kalturaVideoLessonContainer" data-testid="video" id="1_wkih6q0m"></div></div></div></div><div class="parentsection"><div class="section"><div tabindex="0"><h3>Growing Customer Loyalty through Service Excellence</h3></div><img style="max-width:900px;max-height:none" class="image 1_1_landscape" title="ALDO Logo" alt="ALDO Logo" src="/service/media/SL_CX100_04_en-US_media/SL_CX100_04_en-US_images/U2L7_004.png" tabindex="0"><p tabindex="0">Discover how ALDO connects digital transactions, CRM, and inventory to provide consumers with superior shopping experiences.</p></div></div><div class="parentsection"><div class="section"><div class="kalturaVideoLessonWrapper"><div aria-label="" class="kalturaVideoLessonContainer" data-testid="video" id="1_udj4j8r3"></div></div></div></div><div class="parentsection"><div class="section"><div tabindex="0"><h3>48-96 hours to Close Opportunities</h3></div><img style="max-width:900px;max-height:none" class="image 1_1_landscape" title="Miele Logo" alt="Miele Logo" src="/service/media/SL_CX100_04_en-US_media/SL_CX100_04_en-US_images/U2L7_008.png" tabindex="0"><p tabindex="0">Discover how Miele Professional offers a speedy and efficient service by helping sales and service teams react quickly to meet customer requirements.</p></div></div><div class="parentsection"><div class="section"><div class="kalturaVideoLessonWrapper"><div aria-label="" class="kalturaVideoLessonContainer" data-testid="video" id="1_k4rwoz4z"></div></div></div></div></div>

How customers are succeeding with SAP Customer Experience solutions

Discovering SAP Customer Experience Solutions

smart Europe Customer Success Story

Smart Europe is a joint venture of Mercedes-Benz and Chile. We are all super passionate and we achieved go-to-market within three years. What we change in the market is definitely our direct-to-consumer approach. We had the opportunity to build up a platform, an IT and e-commerce platform from scratch. We call it the Smart Eco Platform. We built it up on the basis of the SAP Commerce Cloud to have all that complex transactional processes managed and have an e-commerce platform towards our end customers. And the SAP Siam platform for all the customer data interactions. That means direct purchase, subscription models, leasing, all that integrations are possible. But not only that, we're also looking towards the mobility solutions and mobility solution for us is for instance sharing the key. So our customers are able via those eco-platform systems also to share the key to their friends and to the family. We have multiple touch points in the awareness phase, in commerce, who offer at each stage of those touch points the right solution. We are looking into data. The data are anonymous. That means it's not personal profile. It's just a segment that we identify where we make best guessings and suggestions to the end customer what they might need. Smart as a company but also the whole eco platform and also our products been built to be a platform to partner with others. We are looking for partners bringing their services into the car to have an added value for our customers. For us smart, future technologies like AI are quite interesting. We are already using it in optimizing our processes. For instance, the interface between SAP ERP for stock management and the e-commerce platform could already be optimized and is already a big help for our colleagues to manage the whole logistic management. A great success for us and also for the partnership with SAP was that we achieved being live in the markets within three years. So if you imagine starting an automotive company from scratch to getting after three years to the market and sell cars, it's amazing. And this is why we choose an enterprise partner as SAP with their experience to really make the journey together.

<div><div><div>Discover how SAP is enhancing the shopping experience and building consumer loyalty through innovative digital solutions. Learn about the key technologies and strategies driving service excellence and customer satisfaction.<br><br># This description was auto-generated #</div></div></div>

Building Better Customer Relationships - ALDO

We're working on improving the shopping experience and growing loyalty for our consumers. We're working on what's next and how to bring this to life. I'm Grégoire Barret. I'm a VP in charge of digital product and experience. We're trying to bring a service excellence to our consumers and we need to make sure we meet their expectations. So some of the key solutions from SAP we're using for digital would be the combination of SAP Commerce Cloud, SAP MRSys and SAP Car. They are really critical to our digital system because they're connecting together digital transaction, CRM, and inventory. And on top of this, we do have a cloud-based approach, which is really helping us being stronger in terms of security, in terms of scalability. Some of the key use cases emerging SAP Commerce Clouds would be around product discovery and especially the listing page and the product page, where we do offer multiple services to ease filtering, to present some key options to get the right product, to connect with inventory and availability. We do focus a lot on mobile and social, to inject some social content on these critical spots. In fact, composable approach is critical for us because this is giving us the modularity we need to act fast on specific components and to keep up with consumers' expectations. We do have a headless approach, which means the frontends and the backends are decoupled, so we can be very targeted in the way we act and focus on specific components in a very independent and flexible manner. This is critical for us because we have tons of different applications. We need them to work all together as one unified and living system. We do aim for data of quality and accessible data because we need to leverage all together products, inventory, CRM, and transactional information to bring the right level of service. And one of these services will be to leverage it for specific AI-based services, some that are visible, like recommendations, to guide consumers through their segmentation, through their navigation, through clickstream, and some that are more invisible, more related to demand forecasting or to inventory optimization or allocation optimization. All of this is key for us to bring the right level of relevant service for consumers. And thanks to this collaboration, I believe you can walk the talk in delivering what the consumer is expecting the most.

<div><div>Discover how Miele, the leading manufacturer of premium domestic appliances, utilizes SAP customer experience to enhance sales efficiency and customer interactions. Learn about their strategies for rapid replacement sales and intelligent sales execution.<br><br># This description was auto-generated #</div></div>

Building Better Customer Relationships - Miele Professional

Miele is the leading manufacturer of premium domestic appliances. Miele professionals share the same brand values but truly focus on commercial applications like hotels, elderly homes, laboratory glassware cleaning and hospitals. We operate in very saturated markets. Many of our machine sales are replacement sales. When it's about a replacement sales, it's all about speed. Typically, we close our opportunities within 48 to 96 hours. 96 hours. SAP customer experience helps us to react fast. We can decide quickly whether we send a customer to our web shop based on SAP Commerce Cloud or whether we deal with him directly and visit him. Our sales have to serve about 1,500 to 2,000 customers. Many of them are only visited every three years because of the lifespan of our machines. SAP X helps us to document their application, their needs, their service interactions in order to be rightfully prepared when we are visiting them the next time. Our salespeople use SAP Sales Cloud to steer themselves. Intelligent sales execution was actually demanded by our sales managers. It helps them to look for the opportunities and also predict our future sales. Including the AI tool merely utilizes AI to help the sales reps to focus on the right topics. We have multiple challenges in the field, many opportunities, different types of customers, different chains behind the customers. AI helps us to determine the right opportunities and set the right focus for the sales rep. Many of our sales are done in a direct way, however on a few sales we need to rely on partner and these partners are connected with SAP Commerce Cloud in order to place their orders in an efficient way. For our dealers, the partner function of SAP Commerce Cloud are one of the most important things, because they can efficiently place their orders 24 hours a day. And on top of that, they get also information about the product, about installation procedures, and also delivery times. Omnichannel helps us to interact with dealers, to win customers, and also serve existing customers with perfect service experience or information about additional product setups. We are really standing for premium. And in order to deliver premium, one aspect is a product. The other aspect is the interaction with the customer. SAP CX helps us to improve those interactions every day.