Customer Relationship Management(CRM)

Customer

Take service to the next level with customer service software and technology from SAP

Give your service reps an instant access to real-time, 360-degree customer profiles including social media content and sentiment with our customer service software. Collaborate with your team to solve customer issues faster, deliver consistent customer care across all interaction channels and analyze Big Data to identify new revenue opportunities.

  • Deliver consistent, high-quality customer support across all channels, including social media.
  • Equip your field service engineers with mobile apps to increase productivity and data quality.
  • Package solutions with products to increase share-of-wallet and counter-competitive deals.
  • Meet SLAs while keeping costs low by optimizing resource management scheduling.
  • Boost collaboration across your enterprise to solve complex customer service cases.
  • Extract service trends, buzz and sentiment from social media.
Solutions for Service

CRM Service

Support all facets of your customer service organization, from contract management to marketing, with help from SAP CRM service capabilities.

  • Delight customers by providing a positive customer experience.
  • Quickly resolve issues with real-time customer support technology
  • Give customer service employees the tools to retain your most valuable customers.

SAP 360 Customer

Revolutionize customer engagement with a completely new approach that combines our proven CRM software with the power of in-memory, cloud, mobility and social media.

  • Combine transactional and external data for a complete, 360° view of your customers.
  • Better understand customer needs and preferences and accurately predict future behavior.
  • Deliver contextual, personalized customer experiences through any channel, on any device.
  • Monitor and analyze social media sentiment and proactively engage with customers.

CRM In-Memory

Create sincere, 1:1 customer experiences with real-time insight into needs, preferences and predicted behavior with SAP CRM run on our in-memory platform, SAP HANA.

  • Get a real-time view of your customers and easily share insights with your team.
  • Personalize offers based on needs, preferences, past interactions and current context.
  • Improve operational efficiency and effectiveness to consistently deliver on promises.
  • Monitor and analyze social media sentiment and react quickly to changing trends.
  • Develop new products and solutions based on emerging demand faster than competitors.

Cloud for Service

Take customer service management to a whole new level leveraging the cloud for unprecedented speed and flexibility with SAP Cloud for Service.

  • Deliver consistent customer support across all channels including e-mail, Web, chat and phone.
  • Provide customer care agents with complete, up-to-the-minute customer information.
  • Improve customer service reps productivity with an integrated knowledge base.
  • Harness collective service expertise and share relevant information across your enterprise.
  • Get real-time insight into service performance with powerful analytics and dashboards.

Cloud for Social Engagement

Monitor customer conversations on social media sites, automatically identify top influencers and issues and collaborate internally to craft the best responses.

  • Listen and engage with customers on their terms where they like to hang out.
  • Uncover the most critical messages and use enterprise data to gain customer insight.
  • Collaborate across your organization to resolve issues efficiently and effectively.

Billing and Revenue Management

Streamline complex rating and billing processes. Efficiently manage accounting, payments and collections while optimizing financial care for high customer / transaction volumes.

  • Rapidly launch solutions and cross-promotion bundles using advanced analysis / segmentation.
  • Minimize invoices and reduce costs with centralized, consolidated high-volume billing streams.
  • Personalize the customer experience with real-time insights into behavior and preferences.

Social Media Analytics by NetBase

Better understand and gauge net consumer sentiment, behavior and opinions expressed on social platforms with powerful social media analytics.

  • Run real-time analysis of emotional responses to any topic expressed in social media.
  • Track, trend and compare buzz and sentiment over time and across multiple topics.
  • Quantify market perceptions about products, solutions and company.
  • Extract insight from postings including likes / dislikes and emotional intensity.
  • Create and publish scorecards for end user consumption.

CRM Interaction Center

Enable your agents to research and solve problems, handle complaints, answer technical questions and more with our customer Contact Center software.

  • Get faster access to information that supports customer care via phone, e-mail or chat.
  • Seamlessly conduct inbound and outbound call handling with integrated telephony systems.
  • Respond to large volumes of incoming e-mail with direct or automated systems.

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Business Communication Management

Deliver a great customer experience across contact channels using our IP platform – turning your service into a competitive advantage.

  • Improve service with back-office experts and work-at-home agents.
  • Deliver stellar customer communications across all channels.
  • Replace outdated, proprietary hardware with an open IP contact center solution.

Field Service

Optimize your field service operations and reduce service delivery costs with end-to-end, integrated processes that boost efficiency.

  • Provide engineers with real-time service order information for greater productivity.
  • Adapt quickly using field service management analytics.
  • Align resource scheduling with service level agreements (SLAs).
  • Increase first-time fixed rates and meet service order requirements.

Workforce Scheduling and Optimization

Increase your service efficiency with accurate demand forecasting, better workforce shift scheduling and mobile workforce management.

  • Improve tactical resource planning for greater control of your service operations.
  • Streamline your roster and scheduling processes.
  • Improve customer satisfaction with on-time service visits and follow up.

Real-Time Offer Management

Make real-time recommendations for cross-selling, up-selling and retention targeting the right offer to the right customer.

  • Use real-time recommendations to enhance customer relationships.
  • Leverage up-to-the-minute transaction information when identifying offers.
  • Understand how and why offers are performing with advanced analytics.

Rapid Deployment Solutions for Service

Bring speed and predictability to your next service implementation with SAP’s pre-configured software, solutions or both at a fixed scope and price.

  • Deploy quickly with pre-configured software and predefined solutions.
  • Benefit from a predictable implementation time and cost.
  • Target solution scope to your specific line of business needs.
  • Integrate seamlessly with other SAP software solutions.

Service for Small and Medium Enterprises

Differentiate your company by providing superior service and build customer loyalty by relying on our service solutions for small and medium enterprises.

  • Benefit from integrated software designed for businesses of your size.
  • Improve all aspects of customer relationships from marketing to sales to service.
  • Successfully seize cross-sell and up-sell opportunities.

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Mobile Solutions for Customer Service

Drive agility, improve productivity and sharpen your competitive edge with our mobile solutions for customer service management. Transform your organization and boost customer retention with mobile service.

  • Give your employees secure mobile access to customer information and systems.
  • Leverage a wide range of mobile apps and underlying infrastructure

Business Suite and Enhancement Packages

Support all core business operations with fully integrated, best-in-class applications that run on your database of choice including SAP HANA.

  • Uncover new growth opportunities ahead of the competition.
  • Accelerate core business processes to run at market speed.
  • Empower your people to decide and act in the moment.
  • Innovate without disruption on an open platform.