Maximizing the Value by Pairing SAP Customer Experience with SAP Business Technology Platform

Consumer expectations are the highest they have ever been. For example, a frequent flyer with priority status will remember being assigned a middle seat. Meeting this anticipation requires a "connected enterprise."

Steps to accomplish these customer expectations fall under three major categories:

This video and the presentation will help you understand how to position the combined value of SAP CX with ERP and Supply Chain by leveraging SAP BTP for integration, analysis, and innovation.

Either watch the video here or / and keep on reading below:

How often have you been frustrated with inconsistent treatment from different departments in the same company?

To provide exceptional customer experience, the front and back office must perform as one entity. This is only delivered when exceptional customer experiences are created; when the front office is connected to the back office, in real-time.

Customers want on-demand updates on what products are available now and when their deliveries will arrive. They also want to receive the status of orders and inventory across the organization in real-time.

Connected experiences also mean tailored messages related to recent customer interactions and the ability to customize sales and service applications to address customer needs.

Tightly integrated organizations increase revenues by providing a cohesive appearance to their customers. This includes front and back offices as well as external and partner information.

SAP Integration Suite is part of SAP Business Technology Platform. It is an integration platform-as-a-service (iPaaS) that helps companies quickly integrate on-premise and cloud-based processes, services, applications, events, and data. SAP Integration Suite connects all areas of a business to:

• Connect all departments for seamless processes
• Assure the most up-to-date and reliable data is available to make informed decisions
• Customize the customer experience and maximize the value of data

It enables companies to deliver connected enterprise experiences to:

• Improve customer satisfaction with inventory, order, and delivery status all in one place
• Improve efficiencies by integrating processes across the enterprise
• Jumpstart implementations with pre-defined integration packages

Few departments conduct as much analysis as customer-facing teams. Traditionally, this required highly technical resources detached from the business. By democratizing analysis, decision-making accelerates. The primary focus is to understand products, categories, and markets.

Using SAP BTP with SAP CX drives profitable growth to:

• Improve margins by analyzing all customer interactions
• Create performance plans to drive high-margin products and improve efficiencies
• Build live marketing budget plans tightly integrated with corporate financials

SAP Analytics Cloud machine learning identify segments or categories with high probability of success as well as profitable customers and their likelihood of churning. Tightly integrated financial planning will further enhance organizational profitability. Examples are optimizing marketing engagement or ensuring that resources are aligned and allocated to execute a successful plan.

Understanding customers, categories, and the own organization is the foundation for driving profitable growth. SAP has many capabilities that can improve that understanding.

• SAP Analytics Cloud provides predictive machine learning, automated forecasts, and planning capabilities to optimize customer organization resources. The predictive, descriptive, and planning services are delivered in SAP Analytics Cloud. Descriptive tells what happened. Prescriptive tells the probability of something happening, including time series forecasts of future revenues. Planning is used to create commercial plans that include sales and marketing execution. The output of the sales and marketing plans are integrated with SAP ERP and finance for revenues and Supply Chain to establish demand for operational plans.
• SAP Datasphere harmonizes many data sources with consistent business semantics.  This empowers data analysts to access and blend data wherever it resides quickly. SAP Datasphere creates a self-service environment for customers to combine data from many sources and build models that SAP CX and ERP will understand. This includes real-time replication of data from SAP S/4HANA.
• SAP Customer Data Cloud authenticates back and front office data to understand all customer engagements.

Benefits when using SAP BTP with SAP CX:

• Machine Learning empowers sales & marketing analysts to accelerate decisions
• Analyze all departments to see past orders, inventory availability, and delivery probability to improve customer experience
• Create performance plans to drive high-margin products and improve efficiencies
• Build live marketing budget plans tightly integrated with corporate financials to facilitate field execution with a strategic focus

• SAP Build is a business application development and automation solution with a comprehensive suite of low-code, pro-code, and generative AI tools. Application development empowers fast creation with low-code/no-code capabilities. It is embedded in the latest release of SAP Service Cloud.
• Digital Workspaces support connection and collaboration across all enterprise applications in one place. This provides a seemless view of customer, finance and supply chain data in a consistent interface.
• SAP Build Process Automation, as the name suggests, automates lead to cash processes and workflows across SAP CX and SAP finance solutions.