SAP Customer Experience
About SAP Customer Experience
SAP Customer Experience offers a range of tools to meet the needs of sales, marketing and customer service staff, as well as managers and business owners. The Interaction Center within the CRM provides a platform to manage customer communication from multiple channels. All customer interactions, from call, email, social media and live chat can be tracked, managed and evaluated. Tasks and dates can be prioritized, follow-ups can be schedules and team selling supported, using the CRM.
Integrated knowledge management, along with rules-based email management, allows agents to solve issues faster within the CRM. The marketing and sales analytics features, combined with the reporting tools offered in SAP Customer Experience, allow marketing and sales departments to refine their campaign strategy. Align teams on company goals and team objectives by analyzing performance and coordinating efforts with call lists, agent scripts and promotional campaigns.
Create and execute marketing campaigns using data gathered though SAP Customer Experience. Marketing campaign efforts can be implemented globally, regionally or locally. Campaign performance can be monitored in real-time and scenario-based campaigns can be implemented. The pipleline management tools offered by SAP Customer Experience allow sales reps to qualify leads more efficiently and to make use of cross-selling and up-selling opportunities. Sales reps can use the SAP ERP integration to manage sales orders, quotes and contracts, processing and closing deals more efficiently.
Key benefits of SAP Customer Experience
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Reviews
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- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Great CRM tool
Reviewed on 02/02/2023
I had an enriching and educational experience as I got to learn a new skill using SAP CRM
I had an enriching and educational experience as I got to learn a new skill using SAP CRM
Pros
The feature I like best about SAP is its adaptability, it can be customised very easily as per the customers needs and the relevant sector.
Cons
It takes some time to learn to use the software, which might seem tedious to beginners but post that it is easy to use
- Industry: Chemicals
- Company size: 11–50 Employees
- Used Monthly for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Fresh user of SAP
Reviewed on 17/04/2024
Pros
The system has a completeness to it, almost every part of our needs have been considered.
Cons
The implementation takes quite a while for all users to get settled in.
- Industry: Medical Practice
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Cumbersome menus and not enough access to data in one place
Reviewed on 12/12/2018
My biggest pet peeve is that when you hit the back button on your browser, it goes back to the...
My biggest pet peeve is that when you hit the back button on your browser, it goes back to the login screen, so you have to use a little tiny back buttons - and depending on how many sub items you have entered, there are multiple back buttons on one screen - nothing like a normal web page visit.
Pros
Web-based product makes accessing from any computer simple. There are lot of features, which is also the biggest con as it makes it very hard to find what you are looking for at times. Hot links provide access to view customer master data, though it is typically hidden amongst random menus
Cons
Slow...The spinning wheel "Waiting" is it's own item to select when entering an IT ticket. It completely lacks intuitive menus - trying to find something would be simple if the menus were described better - but that is typical of German software, they think a different way than normal software flow, and make thing more difficult than they need to be - e.g. you have to click, then click, then click, then click again to finally get where you wanted to go. Unfortunately that is a normal process - you end up doing the same 5 clicks multiple times a day.
- Industry: Leisure, Travel & Tourism
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Easy to learn and work with, yet most powerful Java based eCommerce platform
Reviewed on 17/12/2019
Pros
1. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com.
2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years.
3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms.
4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses.
5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available.
6. The licensing is very flexible.
7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure.
Cons
1. The CMS and personalization still have some room for improvement.
2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Great product
Reviewed on 04/11/2021
Pros
I like that it is easy to use and everything is in one place.
Cons
I don't dislike anything about this software.
SAP Customer Experience FAQs
Below are some frequently asked questions for SAP Customer Experience.Q. What type of pricing plans does SAP Customer Experience offer?
SAP Customer Experience offers the following pricing plans:
- Starting from: US$58.00/month
- Pricing model: Subscription
- Free Trial: Available
The solution is offered on a subscription payment model and varies depending on your requirements. SAP offers small business pricing options.
Q. Who are the typical users of SAP Customer Experience?
SAP Customer Experience has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does SAP Customer Experience support?
SAP Customer Experience supports the following languages:
English
Q. Does SAP Customer Experience support mobile devices?
SAP Customer Experience supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does SAP Customer Experience integrate with?
We do not have any information about what integrations SAP Customer Experience has
Q. What level of support does SAP Customer Experience offer?
SAP Customer Experience offers the following support options:
Chat
Related categories
See all software categories found for SAP Customer Experience.
- CRM Software
- Lead Management Software
- Predictive Lead Scoring Software
- Customer Service Software
- Customer Experience Software
- Survey Software
- MRM Software
- Knowledge Base Software
- Complaint Management Software
- Sales Tracking Software
- IT Ticketing Systems Software
- Insurance CRM Software
- Customer Engagement Software
- Campaign Management Software
- Personalisation Software
