SAP Customer Experience Cloud – Everything is connected
The SAP Customer Experience Cloud, or SAP CX, enables the design of personalized customer experiences throughout the entire customer journey. Especially the modules Commerce Cloud and Customer Data Cloud create a holistic customer experience through the interplay of easy registration, personalized shopping experience, and automated customer relationship management.
SAP CX overcomes the challenges of organically grown system landscapes, inconsistent processes, unreliable data, and manual reporting. Your customers and you have access to information and services in real-time at any time, whether in your online shop or your service portal, on the desktop or via the mobile app for salespeople and field staff.
Machine learning and IoT functions that can be integrated into the suite provide intelligent suggestions to users and customers and continuously learn. Secure your future viability and take the next step with the market leader SAP and us, the leading agency for Connected Commerce, towards an integrated cloud suite that brings together e-commerce, sales, marketing, and customer service.
SAP Commerce Cloud
The SAP Commerce Cloud is the perfect foundation for your success in e-commerce. It can be seamlessly integrated into any existing SAP environment. This saves you time in data maintenance and allows necessary adjustments to be made centrally in the cloud.
- Seamless integration
- Customization according to your needs
- Industry-specific extensions
SAP Customer Data Platform
The Customer Data Platform from SAP enables efficient collection, processing, control, and deployment of customer data, thereby creating a 360° view of your customers in real-time. This allows you to address your customers and potential new customers immediately and in a targeted manner.
- Creation of holistic customer profiles
- Activation of customer segments in real-time
- Individual channel-specific customer experiences
SAP Customer Data Cloud
The Customer Data Cloud provides the foundation for a cross-channel and cross-device customer experience. In addition to simple and cross-channel registration and login, it also enables secure and centralized customer identity management.
- GDPR-compliant applications
- Modern tools for customer insights & analysis
- Easy management of consents
SAP Sales Cloud
The SAP Sales Cloud enables your team to access current customer information and transactions. This allows leads to be evaluated in real-time and sales forecasts to be created. This way, you keep track of all ongoing sales processes – anytime and from anywhere.
- Integration into all common office tools
- Interactive sales dashboards
- 360° view of the customer journey
SAP Service Cloud
The SAP Service Cloud meets the expectations for efficient handling of any service requests across all your servcie channels. The module enables your service agents to manage cross-channel customer interactions and ensure the support of your customers at all touchpoints.
- Increase in customer satisfaction
- Integrated AI chatbot
- Integration of self-service functions
Emarsys
As a complement to the SAP CX Suite, Emarsys combines the advantages of marketing automation and CRM to connect with your customers, employees, and business partners at crucial touchpoints. This makes Emarsys the omnichannel helper for marketing and sales.
- Increase in customer loyalty and communication
- Automation of personalized marketing measures
- Enables unique customer journeys
Assessment
In joint workshops and targeted interviews, we assess your current situation. Starting with your channel-specific business goals and measures, we examine your existing commerce processes: from lead generation and shopping experience to fulfillment and customer relationship management. We gain an overview of your system landscape, data sources, KPI reports, dashboards, and your organizational setup. We also analyze how you currently address and segment your target group.
Developing a Strategy for Connected Commerce
Based on our assessment, we develop an integrated Connected Commerce strategy. We analyze your customer and transaction data and define customer- and touchpoint-specific goals and KPIs. Drawing on 25 years of experience, we outline your future customer journey and deliver specific recommendations. In a workshop, we evaluate these actions and calculate relevant business scenarios. Your optimal scenario is then translated into an actionable roadmap.
Architecture and Use Case Design
From your current state and overarching strategy, we develop concrete use cases – from newsletter product recommendations to real-time web personalization. In workshops, we define relevant use cases along the customer journey. After prioritizing, we derive system requirements and design an integrated architecture ensuring future viability and system compatibility.
Requirements Engineering und Implementierung
With the target architecture in place, we help implement custom features and process requirements using SAP CX modules. We support questions regarding system integration, data sources, and interfaces. Our team of 60 SAP experts ensures sustainable implementation of your requirements and wishes.
Operations, PMO, and Continuous Development
We document implementation in a transparent, detailed manner so your team can take over daily operations with ease. Or let our experts handle ongoing development. hmmh trains your staff during and after the project—during implementation, testing, or pre-launch phases. For cross-functional implementation of SAP CX use cases, we provide a Program Manager (PMO) to ensure smooth translation between business and IT, track progress, flag issues, and hit milestones.
hmmh and SAP have collaborated successfully for 15 years. Both companies nurture this partnership with great dedication—always with maximum value for you and your customers in mind. SAP has recognized our high consulting quality and implementation standards by awarding us the “Recognized Expertise” and “Gold Partner” certifications.
The SAP PartnerEdge® program awards Recognized Expertise (REX) status to partners who demonstrate outstanding knowledge in specific industries or SAP solutions. To qualify, partners must show proven project success, certified consultants, and a comprehensive service portfolio for the respective SAP solution.
Additional Services for Your Success
Your needs – and those of your customers – are close to our hearts. That’s why we place great value on close collaboration with you and our reliable partners. This way, outstanding solutions are created and the opportunity arises to build something truly special. As your digital lead agency, we offer a wide range of services to make it happen.