SAP has rolled out new capabilities for its Customer OnDemand solution which combines design, social, mobile and cloud technology with deep customer insight and awareness-to-cash process automation.
Aimed at marketing, sales and service organizations, SAP Customer OnDemand is comprised of the SAP Sales OnDemand, SAP Service OnDemand,SAP Social OnDemand solutions, and the SAP Social Media Analytics application by NetBase.
The new home page for SAP Customer OnDemand brings consumer-grade user experience to sales professionals. The dashboard equips sales professionals with information about the customer to orchestrate the sale from lead-to-cash. Based on what is deemed relevant, insightful and productive, sales professionals can personalize the home page through an intuitive drag-and-drop interface.
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 a 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 personnel can now also 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 their customers in a more targeted way.
With new scheduled alerting capabilities in SAP Social Media Analytics that is supported in 19 languages, marketers can now stay on top of the latest social media trends. With the tool, 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 quickly. Through increased research efficiency, marketers are able to evaluate the quality of any social Web topic they wish to analyze, and eliminate irrelevant chatter by applying filters with a single click.
In addition, SAP has partnered with FanAppz, a personalized marketing platform for social media. This platform allows marketers to deliver experiences on their social media pages, driving engagement and capturing social data as well as permission to use it.