Setting the Stage
 | Clean core helps a company unlock new innovations by easily adopting new capabilities like Business AI, driving innovation and the ongoing enhancement of processes and services. |
Introduction
To conclude our exploration of the benefits of clean core, we turn our attention to the enterprise at large. In today's fast-paced business environment, efficient management of operations, resources, and data is crucial for success. This management is especially true for production companies, where streamlined processes and clear visibility into the entire supply chain are essential. ERP systems offer a comprehensive solution to these challenges, helping companies improve productivity, reduce costs, and increase customer satisfaction.
Understanding the Challenges (Company Perspective)
As with Jane, our user, and Klaus in IT, we explore the benefits of clean core ERP through the eyes of Fatima, the Chief Customer Officer (CCO) of Gritty Pixel. As a senior-level executive she is responsible for the company delivering a high level of customer satisfaction and building strong relationships with its customers. To accomplish this task she works with marketing, sales, customer service, product development, and other teams to design and implement strategies that enhance the customer journey and improve customer loyalty.
In the previous lesson, we mentioned how a favorable news article led to an increase in customer orders for Gritty Pixel. And just like with Klaus, the rapid and sustained increase in order volume while good news on its own laid bare the challenges of the legacy system. Fatima wanted to design and implement an application to create a "feedback loop". AI would analyze customer support tickets and take appropriate action, based on the patterns it detected. For example, if many customers requested support services for a product feature, a support note could be created automatically for the support website. In addition, a new workshop proposal could be created, with an automatically generated course structure, based on the content in the tickets analyzed. This workshop could then be offered to customers.
Normally, the business side of the house submits this type of proposal to IT, who would prepare a tactical plan and a timeline for implementation. However, the response Fatima received was not what she had hoped for. She was told that none of the current systems were designed on a platform with AI capabilities. Even if one was, the sheer number of systems and the interfaces required to implement this proposed scenario would be too expensive.
SAP Business Suite: A Game-Changing Solution
Gritty Pixel recognized that unlocking new innovations such as the one Fatima requested was crucial to staying competitive in the market. It became clear that the limitations of their legacy ECC system were preventing them from pursuing strategic business opportunities that would advance their competitive position and unlock new revenue streams. However once the conversion to SAP Cloud ERP Private (along with SAP BTP as the platform for innovation ) as part of the adoption of SAP Business Suite was complete Fatima had the ability to take advantage of the immense capabilities available.
Benefits For Fatima
Fatima's wish, the "feedback loop" application was not only able to be implemented but to be implemented quickly. This is particularly important as the innovation in this case was centered around AI. SAP Cloud ERP has AI built from the ground up woven seamlessly throughout it. From finance to supply chain to service and asset management to procurement, AI is there to provide significant business impact.
In addition to as Chief Customer Officer Fatima relies on SAP Cloud ERP to maintain a holistic view of her client relationships. To proactively address potential issues, she uses Joule, the generative AI copilot. By simply asking, "Show me clients with declining project satisfaction scores and recent billing disputes," Joule leverages SAP Business AI to instantly analyze sentiment from project communications and financial data within SAP Cloud ERP. It presents her with a prioritized list of at-risk accounts and even drafts a suggested outreach email, allowing Fatima to intervene with personalized support and solidify valuable client partnerships before they turn sour.
Conclusion
For companies the ongoing benefits of operating on a clean core platform compound continuously through reduced maintenance costs, faster innovation cycles, and improved employee productivity.
| Understanding the potential value that can be obtained supports investment to get and stay clean. |