By Eleanor Reader
In a bid to deliver a more personalised customer experience, SAP has announced new capabilities for its SAP Customer OnDemand solution.
SAP Customer OnDemand is comprised of the SAP Sales OnDemand, SAP Service OnDemand and SAP Social OnDemand solutions and the SAP Social Media Analytics application by NetBase.
Designed for marketing, sales and service organisations, the solution enables businesses to gain insight into their customers’ buying habits so their sales representatives can deliver a more personalised experience.
New capabilities of the solution include a new home page, which sales professionals can personalise through a drag-and-drop interface, offline capabilities for the iPad application and a “sales assistant” which guides representatives through the sale by leveraging best practice and ensuring all information is personalised to the customer.
Additional communication channels in SAP Service OnDemand and SAP Social OnDemand have also been announced, including a self-service web portal and an interface for computer-telephony integration (CTI).
SAP Social Media Analytics has been equipped with new scheduled alerting capabilities. The feature has added support for 19 new languages, including Arabic and Vietnamese, and enlisted the help of a ‘Focus Wizard’ which allows marketers to access research topics “faster than ever”, according to SAP.
A new iPad application for the SAP Customer Insight mobile app has also been released.
“Whether companies leverage on-premise, cloud or hybrid solutions, SAP is the only company that can easily integrate with any environment to surface the insight and execute the processes that deliver a new level of customer-centricity,” SAP said.
The announcement was made at CeBIT 2013 in Hanover, Germany.
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