SAP Customer OnDemand

In March, 2013 the SAP AG company announced the new opportunities of the SAP solution Customer OnDemand allowing to obtain such detailed customer information, more than ever before, to accompany them at each stage of purchase and to provide their loyalty and commitment to a brand. The declaration was made at the CeBIT-2013 exhibition in Hanover, Germany.

The SAP solution Customer OnDemand is intended for marketing, trade and service organizations, includes - SAP Sales OnDemand, SAP Service OnDemand and SAP Social OnDemand and also SAP application of Social Media Analytics from NetBase.

The solution combines advantages of consumer projects, social, mobile and cloud computing with detailed customer information and automation of process from the first contact with the client before payment. The solution changes idea of how the enterprise should look, customer-oriented.

The impossibility to gain absolutely fair presentation about each stage of passing of the buyer across different platforms is the main restriction in the majority the CRM systems existing for today. Besides, they expensive, nonflexible, their implementation in the systems of a back office for the purpose of studying of processes, related to clients (pricing, preparation of commercial offers and order processing) takes a lot of time. Whatever solution used the enterprise - local, cloud or hybrid, the SAP company - the only supplier whose solutions are easily integrated with any environment, at the same time is involved analytical information, and processes which bring customer focus to new level are performed.

Releasing the SAP solution Customer OnDemand of a consumer class, the SAP company expands possibilities of people, offering opportunities of purposeful cooperation and the profound analysis for professionals in the field of sales, service and marketing at the enterprises of any sizes. The last innovations of the SAP solution Customer OnDemand are aimed at creation of the personalized approach to customer service.

Training of specialists on sales to purposeful communication with clients at any time and in any place

Modern sales representatives expect when there are applications which they will be able to configure according to the offers of sales and which will help them to work effectively, servicing clients in the best way. The new home page SAP Customer OnDemand provides to professionals in the field of sales a user-friendly interface. On the toolbar there is everything that they need to know about the client and that is necessary for the organization of sales from the first contact before payment. Sales specialists can individually configure the home page, using the clear interface with carryover function of parameters, on the basis of what they consider important, intelligent and productive.

It is very important to have near at hand customer information for ensuring relevance and differentiation of interaction with each of them. New autonomous features of the SAP solution Customer OnDemand for iPad allow sales representatives to have complete idea of the client where they were. With these extremely necessary new features purposeful customer interaction will not come to an end any more where mobile communication stops working. Besides, the new "assistant on sales" provides purposeful sales, helping sales representatives to use the best practical methods, it is correct to formulate the information message for the client and is personified to interact with the client at each stage of sales.

"Mobile version is a binding decision for our trade divisions, - Jop Stoppels, the manager of Managed Training Services, Schouten Global says. - The SAP solution Sales OnDemand includes full-function mobile applications without additional payment. They help our mobile trade divisions with China jointly to work at any time in any place, having at the same time the complete information about the client. Thanks to mobile application of SAP Sales OnDemand they are ready to hold an important purposeful meeting with any client".

Provide excellent customer service, using any communication channels

Clients want to select independently an interaction method with a support service — by e-mail, phone or through social networks. At the same time customer service agents need cross-channel visualization at each stage of interaction completely to satisfy needs of the client. Additional communication channels in SAP Service OnDemand and SAP Social OnDemand include a powerful Web self-service portal and the interface for integration of computer-integrated telephony now (computer-telephony integration, CTI). These channels allow clients to do business really on their own conditions. Customer service agents can use a bigger quantity of sources for pro-active customer interaction, for example, corporate online communities, the Websites for assessment of products and placement of a customer feedback, with previously built in integration into Bazaarvoice, social business company providing the marketing managed by clients now.

Leaders in customer service can quickly obtain important information, such as status of the receipt, transfer of a problem on higher level and key indicators of service, using new mobile application of SAP Customer Insight for iPad now. Conversion of customer service from cost center in division, revenue-producing, never was so important. To promote it, information on registration of products and a guarantee helping service agents to define plans for increase in the amounts of purchases and opportunities of cross-sales for the clients and also to service clients more purposefully is added.

To collect more information from social networks for modern sellers and in bigger quantity of languages quicker

Tastes and views of clients change quicker, than ever earlier. In the modern world connected by the Internet, language should not become an obstacle to studying of clients. Using the new planned possibilities of change in the SAP solution Social Media Analytics, sellers will be able to monitor recent trends on social networks worldwide. Support of 19 modern languages — from Arab to Vietnamese is added to this powerful function. Now heads of marketing campaigns can quickly benefit by opportunities, adjusting messages and starting the corresponding campaigns or actions of promotion almost around the world, at the same time giving to departments of communications chance to outstrip risks before they begin to extend with improbable speed. Besides, using the new "Master of focusing", the simplified approach to refining of a subject of a discussion, sellers can quicker, than ever, to define an object of research. Thanks to the increased efficiency of researches sellers will be able to estimate quality of any subjects on social networks which they want to analyze. These means also allow to exclude from the analysis all irrelevant discussions by one mouse click, instantly reporting the cleaned set of exact results.

For sellers who need an analytical picture of clients at higher level SAP organized partnership with the company providing the personalized marketing platform for social networks FanAppz. This platform allows sellers to create convincing information pages on social networks, increasing the involvement and collecting data from social networks together with permissions to their use. Now brand managers can precisely arrange style of the communication under audience and develop dialogs on different channels.

The SAP company aims to provide to business the correct solutions for the different markets, coordinating sales and customer service within all global enterprise. Permanent investments and quarterly updates of the SAP solution Customer OnDemand allow the trade, servicing and marketing organizations to understand clients, to interact with them and to satisfy their requirements at each stage of joint work.