The Big 5: SAP CX Clouds
The Big 5: SAP CX Clouds – what could be more majestic than South Africa’s 5 national game animals? Each animal is different from the next and unique in appearance, abilities, and stature. However, they have all been placed under one umbrella. The Big 5, which consists of a lion, leopard, rhino, buffalo, and elephant, were grouped together because they are the top 5 most difficult animals to hunt. Thus, this means that they each hold a significant ability that allows them to survive, and sometimes even thrive, in a dangerous situation. Similarly, SAP has also created its own big 5 that exists to propel your business’s customer experiences, and it’s called SAP Customer Experience.
SAP Customer Experience (SAP CX) is a customer relationship management (CRM) solution. SAP Customer Experience has five main cloud solutions, which cover different areas of CRM, mainly:
- Marketing
- Sales
- Service
- Commerce
- Customer Data
SAP Marketing Cloud
The right marketing tool can help you get a deeper understanding of customers’ unique interests, sentiments, and behaviours. SAP Marketing Cloud, for example, focuses on earning and retaining customers using data that is taken from all marketing activities. Thus, with the help of a simple dashboard, a sentiment engagement tool, and their customer journey insight tool. SAP Marketing Cloud allows businesses to make actionable, informed decisions on how to engage with customers. Therefore, using this cloud, a business can enjoy the benefits of:
- A unified view of customers
- Experience personalisation
- Multichannel campaign management
- Audience segmentation
SAP Sales Cloud
Within organisations that do not have an integrated sales system, its common to find the sales team without any visible access to all customer interactions. SAP Sales Cloud comes in to give the sales team an upper hand by using artificial intelligence. Artificial intelligence helps to manage data collection and reporting. Furthermore, the sales team can also use it to get a 360-degree view of customers, assisting them with bettering their sales process. This comes with:
- An easy-to-use dashboard
- Customizable home page
- Real-time engagement
- Pricing and quote management
- Customer feedback management
SAP Service Cloud
One of the most essential elements of good CX is great customer service. For today’s consumers, which means getting company responses and their problems solved instantly. Therefore, thanks to SAP Service Cloud’s end-to-end service management, this is easier to accomplish than before. A contact agent can now process queries and engagement with customers on different channels simultaneously, both before and after a sale. Its use of smart AI chatbots always make a business accessible to customers. From this cloud solution, you can expect functions such as:
- Self-service portal
- 24/7 support
- Full-service management
- AI chatbots
Cloud Deployment
The SAP Customer Experience suite is cloud-based. Thus, meaning all its deployments will be for cloud. This makes deployment faster and easier than with an on-premise solution. Cloud deployment also ensures your business:
- Saves on expensive equipment
- Is accessible from anywhere
- No longer needs continuous maintenance
- Doesn’t need to worry about a secure, physical location for the solution
Not all solutions within the SAP CX suite need to be used for every organisation. Therefore, it is important to analyse your business’s unique needs and decide which solution it can benefit from at that point in time. Regardless, all solutions are extremely powerful in helping your business where it may need assistance
