SAP yesterday introduced the SAP Jam social software platform and the SAP Social OnDemand solution.
SAP Jam enables allows employees to add social capabilities into their applications and daily business processes, eliminating social silos. SAP Social OnDemand transforms social media conversations into rich business insights.
The design principle behind SAP Jam was to create a unified environment in which users can connect with colleagues and collaborate around data, content, and processes right where they are working. Innovation between SAP and SuccessFactors brought SAP Jam to life. The platform combines SuccessFactors Jam for enterprise social networking, the SAP StreamWork application for social workflow and problem-solving, and new capabilities.
Collaborative business processes are supported via integrations with SuccessFactors Business Execution (BizX) Suite, the on-premises SAP Customer Relationship Management (SAP CRM) application, the mobile client for the SAP Financials OnDemand solution and the SAP Sales OnDemand solution for social onboarding or learning, collaborative opportunity or service request management, and social customer or partner engagement.
"Consumers are increasingly connected and informed today and this has transformational implications on how organizations engage with them, serve them and innovate for them," said Sameer Patel, global vice president and general manager of social software solutions at SAP, in a statement. "Deploying social software in a silo isn't enough. Social software needs to be pervasive across our business applications and our devices, not in social silos, so the best minds can come together where collaboration is needed the most to continuously meet both business execution objectives and to delight the end customer. This is the core design principle behind SAP's social strategy."
SAP Social OnDemand helps marketing organizations take action on insight by simplifying the process of prioritizing and engaging on social media and honing in on key trends. With real-time monitoring, routing, and escalation, it helps ensure that critical conversations are not missed and that responses are appropriate, based on a poster's profile that includes social influence metrics as well as customer data from other enterprise systems. Robust integration with on-premises CRM and an existing knowledge base allows companies to turn customer service into a marketing multiplier.