Customer centricity is a key driver for innovation. Rethinking the entire business from the customer’s perspective is fundamental to create viable value propositions. Empowering customers through IoT-powered dashboards, omni-channel commerce, and blockchain enabled traceability, integrated seamlessly with S/4HANA, allows them to pursue a range of next generation opportunities.
IoT-powered dashboards using SAP Leonardo serves customers access to important data that enables fast comprehensive decision-making. Omni-channel commerce using SAP Commerce Cloud ensures that the decision can be fulfilled efficiently to enable fast delivery. Blockchain traceability underlies the process to ensure safety throughout for parts and vendors. Customer experience is not lost through all these benefits – this integrated solution is built using new cloud SAP products that can be designed to meet unique user experience needs.
A single point of contact for a customer and extremely fast response times are vital. Dashboards are the heart of a service operator’s job but need to be powered by up to date and accurate data. IoT can collect and send sensor information in real-time from various parts in an aircraft to an SAP C/4HANA dashboard via SAP Leonardo.
Once the fault is found and the solution decided, services or spares should be delivered as fast as possible. SAP C/4HANA offers a platform that can give a range of fulfilment options which include blockchain supplier ratings and 3D printing for after-market spare parts. Omni-channel capabilities allow customers to order parts and services on the go seamlessly from the office to site visits.
From a solution architecture viewpoint, an integrated solution with S/4HANA at its foundation will provide a platform to build up at scale and to incorporate emerging technologies such as IoT and blockchain.
Capgemini will be presenting a demonstration incorporating IoT, blockchain, SAP Commerce Cloud and SAP S/4HANA at the Farnborough Airshow on 17-18 July. Visit our stand to hear about how Capgemini can help you incorporate advanced customer engagement and e-commerce solutions into your business.