• March 5, 2013

SAP Updates Customer OnDemand Solution

SAP today announced new capabilities for its SAP Customer OnDemand solution.

Designed for marketing, sales, and service organizations, SAP Customer OnDemand is composed of the SAP Sales OnDemand, SAP Service OnDemand, and SAP Social OnDemand solutions and the SAP Social Media Analytics application by NetBase. The latest innovations are geared toward delivering a personalized customer experience.

The new home page for SAP Customer OnDemand brings consumer-grade user experience to sales professionals. The dashboard equips sales professionals with everything they need to know about the customer to orchestrate the sale, from lead-to-cash. Sales professionals can personalize the home page through a drag-and-drop interface.

New offline capabilities for the iPad application for SAP Customer OnDemand means sales people have complete customer insight wherever they are. With this new sales feature, meaningful customer engagements no longer halt when cell signal does. In addition, the new sales assistant provides guided selling at every stage of the sale.

Additional communication channels in SAP Service OnDemand and SAP Social OnDemand now include a self-service Web portal and an interface for computer-telephony integration (CTI). Customer service agents can now leverage an even greater number of sources for proactive customer interactions, such as branded online communities, Web sites for product ratings and customer reviews with pre-built integration into Bazaarvoice, a social commerce company that enables customer-powered marketing.

Customer service leaders can now access relevant service information, such as ticket status, escalations, and key service metrics, while on-the-go with the new iPad application for the SAP Customer Insight mobile app. Product registration and warranty information have been added to help service agents identify targeted upsell and cross-sell opportunities with their clients and to serve customers in a more targeted way.

With new scheduled alerting capabilities in SAP Social Media Analytics, marketers can stay on top of the latest social media trends across the globe. This feature has added support for 19 new languages, from Arabic to Vietnamese. Now campaign managers can capitalize on opportunities to adjust messages and launch corresponding campaigns or promotions almost anywhere in the world while also giving communications teams a chance to get ahead of risks before they go viral. Additionally, with the new "Focus Wizard," a streamlined approach to topic refinement, marketers can access research topics faster. Marketers can evaluate the quality of any social Web topic. It also helps eliminate any irrelevant chatter by applying filters with a single click, instantly providing a clean set of accurate results.

For marketers seeking the next level of customer insight, SAP has partnered with FanAppz, a personalized marketing platform for social media. This platform allows marketers to deliver compelling experiences on their social media pages, driving engagement and capturing social data as well as permission to use it. Now brand managers can fine-tune the way they connect with their audience and drive conversations across multiple channels.

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