SAP Customer Experience

SAP Customer Experience puts your customers front and centre

Today, customers decide how they want you to communicate with them. That’s why your systems need to be networked so that you have the right information at your fingertips at every touchpoint and nothing is lost. This only works if all of your central systems are fully networked. Thanks to the fully compatible solutions SAP S/4HANA and SAP Customer Experience (CX) Suite, you can cater to customer needs even more closely.

The SAP CX modules enhance an S/4HANA transformation because they bring real added value and improve proximity to customers. Experience the seamless integration of CRM, marketing, customer data analytics and self-service to create unique and memorable customer experiences.

Invest in the customer journey with the right CEM software

Omnichannel alone cannot solve your customer management challenges. It is only through the interaction between your ERP system and front-end applications that you can achieve a fully integrated and seamless customer journey. Would you like to maximise customer loyalty? SAP CX provides you with valuable business data and useful insights into the entire customer experience chain. This creates the basis for intelligent customer care, marketing automation, e-commerce and allows you to introduce new areas, such as customer data or service cloud, to your company.

With Swisscom as an SAP CX partner, you benefit from an established methodology, budgetable costs based on the modular principle, a shorter time to market and reduced upgrade risks. We support your business transformation with SAP CX modules, such as Marketing and Sales Automation, Service Cloud and E-Commerce, and align these to your SAP S/4HANA transformation.

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What’s in it for you:

SAP CX partner with many years of market experience in the seamless integration of ERP and CX.
Consulting and implementation for marketing and sales automation, e-commerce and Service Cloud.
Improve customer experiences by adding SAP CX modules to your SAP backend transformation.

Your benefits

Optimise your industry-specific customer experience chain in conjunction with your SAP world.
Combined SAP CX and SAP S/4HANA technology and module expertise.
Many years of experience in transformation projects as well as in-depth industry expertise.

When is it the right solution?

Do you want to leverage your SAP landscape to improve the experience for your customers throughout the customer journey? Then you need SAP Customer Experience with Swisscom as an SAP CX partner: we offer you an established methodology, budgetable costs based on the modular principle, a shorter time to market and reduced upgrade risks.

Would you like to further increase customer loyalty? SAP CX provides you with valuable business data and useful insights into the entire customer experience chain. This creates the basis for intelligent customer care, marketing automation, e-commerce and allows you to introduce new areas, such as customer data or service cloud, to your company.

A modern, integrated CRM platform allows you to focus on your customer experience chain rather than the sales process. It enables a smooth shopping experience for customers and effortless work for employees and partners across system boundaries. SAP CX provides a secure connection between your digital touchpoints and your SAP landscape.

Website and app in one: Progressive Web App

Progressive Web App (PWA) combines the most important features of a responsive website with those of a native app to optimise the customer experience.

Why Swisscom?

Customer loyalty: SAP Customer Experience creates additional revenue through proximity to the customer and customer loyalty.
Methodology: far-sighted advice, proven conceptualisation and reliable implementation.
Added value: the integration of SAP CX ensures that you get the most out of your SAP transformation.

The first step

A free initial consultation

Swisscom guides you through your SAP CX project with a clear 6-phase methodology. Arrange a no-obligation initial consultation now.

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Example: lead-to-cash process

Improved customer experiences require harmonised internal processes. We help you to tackle this challenge step by step, as with this lead-to-cash example.

Contact to Lead Kampagne zu neuem Angebot wird ausgespielt Kund*in informiert sich auf der Webseite über das Angebot, registriert sich und gibt dabei die Zustimmung zur weiteren Nutzung der Kundendaten Lead to Opportunity Lead wird in eine Verkaufschance (Opportunity) umgewandelt Vertriebsmitarbeiter*in wird zugewiesen Kundeninteraktionen werden transparent getrackt Opportunity to Quote Kund*in erstellt selbständig einen Warenkorb auf der Website und fordert ein spezifisches Angebot an Vertriebsmitarbeiter*in erstellt ein Angebot und übermittelt es in das Kundenportal Quote to Order Kund*in evaluiert das Angebot, verhandelt und akzeptiert, Bestellung wird direkt im Webshop getätigt Kund*in gibt Feedback zur gesamten Einkaufserfahrung Order to Cash Bestellung wird vom Lager versandt, Kund*in sieht den Status in Echtzeit Kund*in beginnt, den Service zu nutzen Kund*in sieht Rechnung und tätigt die Zahlung Verkäufer*in sieht die Provisionsauszahlung, Umsatz wird gebucht, Bereichsleiter*in sieht das Ergebnis

Customer success stories

Data-driven marketing identifies user behaviour

Smart marketing

Customer situation

The sales department designs an upselling campaign for a product based on the buying behaviour of customers and sells it directly in the webshop.

Our solution

The sales department uses the SAP Marketing Cloud to define target groups based on ERP data and completes a dedicated campaign template in the system. After sending the newsletter, the product is displayed on the webshop homepage and is available for customers to purchase.

Sales app saves time in customer meetings

Mobile customer data

Customer situation

On the way to a customer visit, a sales representative wants to prepare for the meeting. This preparation is time consuming as there are multiple sources to check, and all the results then have to be brought together.

Our solution

The SAP Sales Cloud mobile app keeps all customer information available at all times, online and offline, saving considerable preparation time and reliably supporting customer discussions.

Intuitive customer app saves time for service requests

Field Service app

Customer situation

A customer wants to report a service problem to her provider simply, quickly and transparently, without having to provide all her data or repeating herself.

Our solution

With the SAP Field Service Management app, service requests can be resolved faster. The service technician quickly has all customer information at hand and is able to communicate smoothly via the app. Since the entire dialogue with the customer is documented, all information is available at any time. If other people or partners are involved, they can stay abreast of the request status. The customer only has to describe her issue once.

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“We consider the sales platform a valuable digital assistant that accelerates the sales process.”

Dominik Müller, Project Manager, Möbel Pfister AG

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