SAP released the SAP Social Contact Intelligence analytic application at the CRM Evolution conference in New York. Powered by the SAP HANA platform, the new application allows businesses to unlock sentiment and contact insights from both social media channels and internal, company-owned sources.
With SAP Social Contact Intelligence, marketing professionals can incorporate social sentiment insights directly into their campaigns to identify and target prospects and influencers and help drive incremental sales. Additionally, sales professionals can gain deeper insights into customers, allowing them to quickly identify the most influential and relevant contacts at an account and service professionals can analyze product and service complaints from social channels to proactively identify trouble spots and take preventive measures.
SAP Social Contact Intelligence is part of the SAP Customer Engagement Intelligence solution, a set of applications powered by SAP HANA to enable real-time insight from customer data. SAP Customer Engagement Intelligence comprises four fully integrated offerings:
- SAP Social Contact Intelligence, which allows organizations to leverage real-time sentiment and contact insights from social media and internal, company-owned sources to help identify and target the key influencers, generate new leads and opportunities, and improve overall service levels and customer loyalty.
- SAP Audience Discovery and Targeting analytic application, which allows marketing managers to engage customers and help convert prospects by running advanced segmentations on large target populations and distilling insights into focused and personalized marketing campaigns.
- SAP Customer Value Intelligence analytic application, which can give sales and marketing managers real-time customer insight into the true value of their customers, personalized recommendations for cross- and up-selling and closed loop execution.
- SAP Account Intelligence mobile app, which offers mobile sales teams real-time customer insights and personalized selling recommendations that allow them to create target lists, increase the effectiveness of their sales visits and seize sales opportunities from anywhere.
"Customer segmentation models that took more than 12 hours to complete today can be run 985 times faster," said Bernd Seidel, business solutions management at Thomas Cook, in a statement. "That makes a big difference to our business users allowing them to experiment with different segmentation models and receive instant responses so they have the ability to build more personalized and targeted sales and marketing campaigns."