Are you ready for SAP C/4HANA?

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Why should you be looking at C/4HANA?

There is no shortage of data on why the digital customer experience is a top priority for most organizations. Although the subject of customer experience has been a priority for over six years now, few companies successfully deliver a great digital customer experience and enjoy the rewards. Our research found that:

  • Over 80% of consumers are willing to pay more for a better experience, this holds true across sectors and countries.
  • The Digital Customer Experience Index is strongly related to a company’s Net Promoter Score (NPS®).

The biggest challenge in building a great experience is to break the silos of departments and have the technical ability to seamlessly transverse a customer journey between sales, service, marketing, and commerce. Having a platform that allows us to enable these functions is key to building great customer experience. And that’s exactly what SAP C/4HANA unlocks for an enterprise. SAP CEO Bill McDermott said that “The legacy CRM systems are all about sales; SAP C/4HANA is all about the consumer. We recognize that every part of a business needs to be focused on a single view of the consumer“. The SAP suite builds trusted relationships between brands and customers and helps manage the complete customer experience. So, if you’re still struggling to answer questions such as why marketing campaigns launched by your team are not available to field sales agents, why field service folks cannot order items that are needed to service a customer, why a order placed by customer cannot be seen by customer service center folks, and many more … then SAP C/4HANA may hold the answers.

How we can help (our offerings)

We have invested significantly in our overall digital customer experience offerings, and as a result we have developed assets, frameworks, and solutions that can be directly leveraged by organizations to build and continuously improve the digital customer experience. Some of our key offerings are:

  • Engagement Index framework: To investigate the relationship between the organization’s digital customer experience and the benefits that organizations can generate, we have developed a Digital Customer Experience (DCX) Index. The index scores the maturity of an organization’s digital customer experience. The more DCX practices an organization adopts, the higher the index (see the “DCX Index”). This helps customers to base line current experience and bring measurable outcome for CX initiatives.
  • Customer Engagement Solution: We have a solution accelerator that defines customer journeys across the lifecycle of sales, service, marketing, and commerce. The solution is hosted on cloud with pre-built use cases powered by the SAP C/4HANA product portfolio for business and IT teams. These solutions help customers in quick go to market and faster ROI.
  • Industry Solution: We understand that every industry is unique when it comes to delivering customer experience. We have industry-focused solutions for discrete manufacturing, quick service restaurants, and high-tech manufacturing. Our industry solutions have already been tested in given industry segments and provide measurable CX improvements.

Our capabilities

  1. We are among the top three SI partners for SAP C/4HANA (in the US).
  2. We are among the top three partners with the highest number of certifications in SAP C/4HANA and number one in worldwide certifications in S/4HANA.
  3. We have more than 25 customers in C/4HANA with strong credentials – including Rockwell, for whom we created a seamless customer experience for their end customers, and Bayou, for whom we enabled intelligent business decisions capabilities.

Conclusions

The success of customer experience programs starts with clearly defining the ways and criteria to measure experience parameters and enabling seamless consumer journeys across marketing, sales, and services channels. The C/4HANA suit provides all the right capabilities to build a great customer experience, but organizations need an experienced partner to strategize and implement the right elements of the C/4HANA suite while maximizing existing investments. With our vast experience and expertise in the complete SAP suite, we bring best strategies and technical architecture to realize these journeys across channels.

Related articles

https://www.capgemini.com/wp-content/uploads/2017/07/the_disconnected_customer-what_digital_customer_experience_leaders_teach_us_about_reconnecting_with_customers.pdf

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