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SAP Customer Experience

SAP Customer Experience

4.3 (248)
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Enterprise CRM software
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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

  • Marketing: Get valuable insights on customer interactions and marketing activities to refine marketing campaigns.

  • Sales: Use the sales planning and forecasting tools to ensure teams are inline with goals. Manage teams across territories, and see their real-time performance.

  • Services: The app supports customer service teams, and service industry staff. Tools include field service management; warranty and claim management, service contract management, returns and depot repair, and more.

  • Partner Channel Management: You can use SAP Customer Experience to manage partner relationships. Streamline processes for partner recruitment, communications, channel marketing and forecasting, partner order management, analytics and more.

  • Interaction Center: Manage and record all your client interactions across multiple channels, for both inbound and outbound communications. These tools support telemarketing, telesales, customer service, email response, and multifunctional shared service.

    • Images

    SAP Customer Experience Software - Task and schedule overview in SAP Customer Experience
    SAP Customer Experience Software - HR data in SAP Customer Experience
    SAP Customer Experience Software - Corporate account view in SAP Customer Experience
    SAP Customer Experience Software - Account activity overview in SAP Customer Experience
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    SAP Customer Experience video
    SAP Customer Experience Software - Task and schedule overview in SAP Customer Experience
    SAP Customer Experience Software - HR data in SAP Customer Experience
    SAP Customer Experience Software - Corporate account view in SAP Customer Experience
    SAP Customer Experience Software - Account activity overview in SAP Customer Experience

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    Reviews

    Overall rating

    4.3 /5
    (248)
    Value for Money
    4.0/5
    Features
    4.2/5
    Ease of Use
    3.8/5
    Customer Support
    4.2/5

    Already have SAP Customer Experience?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 248 Read all reviews
    Showing 5 reviews of 248
    Sukesha
    Sukesha
    Overall rating
    • Industry: Education Management
    • Company size: 51–200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Great CRM tool

    Reviewed on 2/02/2023

    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

    Verified Reviewer
    Overall rating
    • Industry: Market Research
    • Company size: Self Employed
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    SAP Customer Experience review

    Reviewed on 2/12/2022

    Overall my customer user experience is quite positive and I'm looking forward to using it again

    Overall my customer user experience is quite positive and I'm looking forward to using it again

    Pros

    AI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me

    Cons

    The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand

    Michael
    Overall rating
    • Industry: Medical Practice
    • Company size: 1,001–5,000 Employees
    • Used Daily for 1+ year
    • 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.

    M. Sohaib
    M. Sohaib
    Overall rating
    • Industry: Utilities
    • Company size: 1,001–5,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    SAP CRM has everything an organization needs to deal with Customers

    Reviewed on 21/11/2018

    Pros

    There are a lot of back end settings that make SAP CRM one of the best CRM software out there. It can be customized and tuned whether the organization implementing it is a utilities company or an FMC i.e. it caters the needs of all kinds of organization.

    Cons

    Need highly qualified personnel to implement the CRM. The scope of implementation has to be carefully and properly defined with proper documentation at each stage of implementation. Any undocumented modification can result in a lot of garbage in the system within no time.

    Ravikumar
    Ravikumar
    Overall rating
    • Industry: Computer Software
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    SAP Hybris application is boosting your organization

    Reviewed on 23/10/2018

    I am basically administrative consultant to deployed in the server and configuration of the sap...

    I am basically administrative consultant to deployed in the server and configuration of the sap application for the integration level

    Pros

    The hybris application have lack of clarity and more features inbuilt and inefficient solution and improve the optimization of your business.

    Cons

    I have not yet identified the failure of my application or organization level. it boosting my skill as well as improving the lot of additional feature. The one thing needs to delivery new add-ons on quarterly basis

    Showing 5 reviews of 248 Read all reviews

    SAP Customer Experience FAQs

    Below are some frequently asked questions for SAP Customer Experience.

    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.

    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

    SAP Customer Experience supports the following languages:

    English

    SAP Customer Experience supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    We do not have any information about what integrations SAP Customer Experience has

    SAP Customer Experience offers the following support options:

    Chat

    Related categories

    See all software categories found for SAP Customer Experience.