The Gold Guide Connect with Purpose © 2018 SAP SE Or an SAP Affiliate Company

5 Why SAP Customer Experience?

8 End to end, the strength of SAP Customer Experience

10 Vision, Strategy, and Value

13 The Great Leapfrog

14 What makes SAP different…

16 … and how it works in practice

18 Case Studies

26 SAP App Center

42 Unified Customer Experience

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In 2018, I challenged myself to meet at least one customer each day. It was a fascinating exercise. I spoke to people in every sector and region, using every technology you could imagine. I came away with two key observations.

These might seem like simple shifts in perspective but making them happen requires a revolution in end-to-end process.

THERE ARE FOUR GLOBAL TRENDS THAT DRIVE CHANGE TODAY. ••The obvious and important need for a single view of the customer so you can put them at the heart of the business. ••The move from shifting products to selling services – that’s how to win a customer for Alex Atzberger life rather than limiting your relationship to a President, SAP Customer Experience single transaction. •• The front- and back office must be connected, so you can offer a truly holistic First is that we work with great businesses, and customer experience. This is easy to say but the minds that move them are no less brilliant. challenging to do. Second, is that behind all their different ••Finally, perhaps most important of all, the products, business models, and motivations, notion of customer trust. You need data for customer experience (CX) was at the top of personalization and to deliver great each boardroom agenda. experiences; but it should not, must not, be abused. Giving people what they want, when they want, and what they need shapes the entire end-to- end experience. With the customer at the root of all their decisions, these businesses completely reframed the narrative for their actions. There was a domestic appliance giant that now sells better taste to its customers; the department store that realized the personal You need data for shopping experience should start at the personalization and to deliver parking space; the airline that is reimagining its entire business model to put customers at the great experiences; but it should center of their bookings. not, must not, be abused.

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© 2018 SAP SE or an SAP affiliate company. All rights reserved. For businesses that are responding and What makes the SAP Customer Experience But a top-line executive summary alone isn’t END TO END: A PERSONAL reacting to these enormous forces with customer portfolio cool is its blend. Integration and in- enough. You need more meat on the bones in EXPERIENCE experience at their heart, the customer the-moment insight with SAP Marketing this story. That’s where this book comes in. I bought some furniture in New relationship is everything. Without offering a Cloud, solidity and scale from SAP Commerce Here you’ll find not just thoughts and insights York with my wife recently. This consistent experience for the customer, you have Cloud, smoothness of transaction, configure, on turning innovation into best practice, but was at a big retailer, but not one fragmented, inconsistent processes, and price, and quote solution, and continuity of also the why and how of SAP C/4HANA – and that ran on our software. They services. Everything suffers. Worse, loyalty that service from SAP Sales Cloud, terrific field what this means for you. All this plus industry said they’d deliver within two took years to build up is easily shattered in a service and a customer engagement center in use cases, customer case studies, a directory weeks, but guess what? It didn’t single poorly handled transaction. SAP Service Cloud, and, of course, the of our applications and more. arrive. And when I called the unbeatable fusion of trust and identity store they couldn’t track it in It’s not easy to manage change at this scale if management that comes from the SAP We’ll keep building on this document and its the system, because the your CRM tech is outdated. Customers don’t care Customer Data Cloud. directories so you have a regularly updated go- software was built with the about different departments or handovers. They to guide for what’s great about SAP Customer manager’s sales reports rather deal with one business and want a single, simple So, while your customer enjoys dealing with Experience. But to me it will always come down than the customer’s fulfilment transaction that revolves around them. Ignore it just one entity in a single process, from to one thing. If you want an end-to-end in mind. at your peril. awareness and consideration right through to customer solution, you need a suite that can go payment, receipt and nurture, your business the whole nine yards. To me this sums up the entire SAP Customer Experience is where you’ll find processes can be linked in exactly the same If you combine SAP S/4HANA with SAP problem in one frustrating that, and it’s who we are. Five clouds – SAP Sales way, from lead, opportunity and quote through C/4HANA, you’ll be unbeatable. experience. As soon as the store Cloud, SAP Commerce Cloud, SAP Marketing to fulfilment and invoicing. had my payment, they were Cloud, SAP Service Cloud, and SAP Customer See you out there, done. Even if the staff wanted to Data Cloud – that work individually and together Alex help me, they couldn’t because so that you can manage and transform your they ran a fire-and-forget relationships with customers. As SAP C/4HANA, system. Yet, wouldn’t it be great they work together with the SAP S/4HANA suite, if there was a unification of simplifying the links and smoothing the path processes right the way along between front office and back office in one simple the customer journey? It’s not a chain of processes, optimized for machine pipe dream. We have a new learning, IoT and blockchain, and on an vision that builds long-term innovation curve rather than a plateau. relationships rather than short- term transactions and transforms CRM for the digital economy. There’s never been anything like this and we’re backing it all the way. Loyalty that took years to build up Customers deal with one business and want a single, simple transaction is easily shattered in a single that revolves around them. poorly handled transaction.

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© 2018 SAP SE or an SAP affiliate company. All rights reserved. OPEN, MODULAR, UNIFIED CUSTOMER EXTENSIBLE DATA microservices runs across front- and architecture for the back office for AI/ML- continuous delivery of assisted individualized END TO END new business services experiences at scale THE STRENGTH OF SAP CUSTOMER UNIFIED CLOUD PLATFORM UNIFIED CUSTOMER for the intelligent PROFILE EXPERIENCE enterprise to deliver to manage consent, customer-centric privacy, security, and processes and better compliance outcomes

UNIFIED FRONT OFFICE to orchestrate customer journeys and create better customer outcomes

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The SAP Customer Experience portfolio has an unbeatable scope across the front There are two key takeaways here. First, you reduce the time gap between office. Together, our five cloud solutions are greater than the sum of their parts. customer data and trust are the new oil. With a implementation and value. But what does this mean to you, to what you can offer – and to your customers? few global players controlling most consumer data, access to that data – and therefore to VISION: SAP CLOUD PLATFORM ECOSYSTEM consumers – is getting more expensive. Microservices are being adopted by blue-chip As cost per customer rises, it’s going to make companies way faster than we first thought. It can be done, and it all comes down to more sense for you to build that data yourself They’re doing it because they’re all subject to integration. But these aren’t just vertical issues – and to do so without being creepy. For that massive digital disruptions. – for example, making all parts of a sales to happen, you need the trust of end-users. transaction work smoothly together – they are SAP Customer Identity (formerly Gigya In tech, it can seem that the water level is horizontal, too, linking sales to marketing, Identity Management) is your way to do always rising. Look at platform services today, service and so on. Get this right and the real exactly that, building clean, strong, compliant you’ll see an exciting and important migration value will come when you tie each of these key data that the customer trusts and controls. from on-prem to the cloud. Fast forward a few pillars to the customer experience and can years and instead of saying “I need two constantly iterate to tweak and finesse different The second takeaway is that it’s the same with terabytes of cloud storage,” you’ll be searching parts of your offering, reacting to the customer machine learning. The more data you have, the for a product catalog wireframe or a tax- just as swiftly as you can. better your tools and solutions work and the calculation service that you can just plug into Moritz Zimmermann more they can do. And if here at SAP, SAP your current setup. CTO, SAP Customer Experience Fixing the problem is a matter of bringing S/4HANA gives us everything that’s together your processes into a single, unified happening in the back office, we also know The game of the platform is evolving into stack. What businesses are finding is that only what’s happening out front thanks to SAP one centered around reusable business CUSTOMER EXPERIENCE SAP has the combination of long expertise and C/4HANA. It’s quite an alliance. services. SAP has deep expertise in these A company might build a perfect mobile Web innovative cloud solutions that can do that services built from decades of experience site as its shop window, but what happens from end to end with combinations of product DISRUPT AND ITERATE: FASTER, BETTER, and data. And now we’re exposing and after that? Can it also guarantee flawless and process – all the while keeping the STRONGER carving them out as reusable microservices fulfilment within 24 hours? Same day customer at the center. If you are subject to digital transformation, for the intelligent enterprise. delivery? This is a perfect example of the you’ll know that the big difference between the bigger problems that businesses are starting DATA AND TRUST current pattern of disruption and those of the to address. Between humans, trust isn’t created by some past is the speed at which it happens. binary, transactional switch. It’s a humanized, Get this right and the real value Over the past 10 years I’ve seen leaders in all authentic relationship based on countless You need to iterate faster because you don’t sectors tackling the low-hanging fruit, small interactions that accumulate over time. know what the future looks like. The greatest will come when you tie each of patching their CRM and commerce processes It’s the same for businesses. Trust is the disruptors iterate millions of times a year. Each these key pillars to the customer with quick fixes, doing what it takes to survive. ultimate currency and owning customer data one of these is a tiny course correct that keeps experience. But now customers expect each transaction is a critical mechanism for success. them proactive and on point. to run like clockwork, smoothly and seamlessly, whether online or offline. This How many software updates do you do in a takes a killer end-to-end unified process. You need to iterate faster year? And how many could you do if you wanted? Maybe it’s time to tell you a little because you don’t know what more about our own agile cloud platform, and the future looks like. how its microservices architecture can help

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© 2018 SAP SE or an SAP affiliate company. All rights reserved. 1 BUILD FOR THE PLATFORM ECONOMY – RIGHT HERE, RIGHT NOW The Great Leapfrog One strategy is to go straight to consumer in a trusted way, but you can also build a platform business – and you can do this yourself with us. Billing engines allow two-sided models that combine elements of platform economy. If products turn into services, you need Configure, price and quote to make your pricing, and sales flexible. This means you can now not just There’s no getting round the fact that SAP – UPGRADE YOUR CUSTOMERS offer one-off prices, but you can also sell bundles and subscriptions in any combination. founded in 1972 – is hardly the new kid on the TO THE SUITE block. But sit with that fact for a moment, Customer experience is a take the expertise, data, and tools we finessed neverending cycle. It’s not a in the field, and now add what our next- one-off thing. It starts with generation software offers compared to the engagement, trust, with what rest of the market. happens at touch points like 2 4 A DRIVING LESSON: WHERE IT AGILE AND ALWAYS-ON MATTERS IS WHERE IT COUNTS phone calls and delivery, If you’re an insurer that needs to evolve Microservices are most critical when it About 15 years ago, the competition developed renewal and so on. digitally before some fintech puts you out comes to rapid change. The CIO of an platforms that were – in the early 2000s – of business, or a car company trying to established car manufacturer will look at a compelling proposition at the time. To succeed today and in the master autonomous vehicles, this is things like in-car intelligence changing future, you need to build a where the fightback begins. We support rapidly over the next few years – there But as years passed, an interesting thing customer for life. Customers the critical need for agility and will be rapid product cycles, months happened. That proposition became a expect a lot these days – think continuous deployment, even with the apart, within their own global hardware convolution of antiquated stacks, with four of the most seamless digital possibility of bringing in different back- cycle of eight years for their fleet. upgrades a year, monolithic architecture and experiences you enjoy – you end languages and systems, essential for a focus on low-hanging fruit rather than can only meet these digital transformation. Today, the smartphone is an accessory integration – and with non-existent AI and expectations in a highly that you use in conjunction with your car, consumer data privacy. contextualized, personal way. but Google and Facebook want to make the car an accessory to the phone, to MEANWHILE, WE BUILT SAP C/4HANA To really deliver experiences control the car and the OS for the car via Linking agility and innovation to size, scale and perfectly, you need a the smartphone. They are aggressive muscle in a single platform environment, SAP set of solutions that works SIMPLE PLEASURES: DRINKING new entrants with a new way of looking C/4HANA is a serious combination. The ultra- together seamlessly. 3 OUR OWN CHAMPAGNE at a traditional business – and they’ll scalable microservices architecture allows Why do it? This isn’t a technical question; have that CIO jumping at his shadow as millions of upgrades a year. it is about a catalyst for reducing he tries to stay ahead. organizational complexity. We have a It allows you to re-engineer your sales and microservices-based architecture on an But for Tesla this isn’t a problem because service processes so that products become extension platform that also serves our they don’t have an eight-year cycle for its services, it’s focused on a contextual core platforms. car. Instead the car reupdates its customer-for-life experience, and if the next set We’re already using it in our SAP firmware constantly. If you’re a customer, of challenges around customer experience C/4HANA cloud solutions. Tools such as suddenly overnight you’ll find you’ve got require superbly integrated business loyalty, revenue, and order management a free trial of autopilot uploaded and you processes, this is where you get them. are all already built with microservices. can add it for 500 bucks a year. Meanwhile, on the B2B side, SAP Cloud Platform connects front and back office The lesson? Just by having a digital including SAP S/4HANA while also service you can extend your product’s making predictive maintenance possible. shelf life, suddenly making it a We’re already using the tools of the subscription service. Old-school future – and offering them to you. manufacturers just can’t compete.

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What makes SAP different…

SAP Cloud Platform and SAP Customer Experience offer a vital combination API of power, trust and speed – essential in meeting the changing needs of Managment today’s customers

Workflow & Business Rules 1. MOBILITY SERVICES services. It’s shedding light on previously Only the SAP Cloud Platform offers unified data Managment In the connected world, customers expect the unseen areas of business, streamlining across front and back-office functions that same standard of user experience at every production and optimizing shipping. enables AI/ML-assisted individualized touch point, and are abandoning companies The product itself becomes a data source for experiences to be delivered at scale. That that fail to evolve. Indeed, mobile is becoming its entire life. SAP takes IoT data and combines means across the value chain, with algorithms Process Integration the primary channel in many sectors. it with data from other applications, and that define target audiences and determine the A2A/B2B/Cloud Companies need mobile apps that enable through machine learning and smart analytics best offers and campaigns for each customer. Service/Mobile App customers to manage orders and interact with can build a unified, true 360-degree customer sales and marketing. Equally, many companies view. That empowers service managers, This allows salespeople to tailor their pitch want their sales team – whether on the shop agents and technicians with predictive to customer needs and focus their efforts on Data Integration floor or on the road – to access customer services and the real-time insights they need the opportunities that are most likely to information on the device in their pocket. to increase productivity and drive profits. close, making better use of their time and loT Integration improving forecast accuracy. Sales Consumers demand a mobile experience that SAP provides an end to end approach to the professionals who deliver a better customer is not only effective but also a pleasure to use IoT, not just a narrow front-office view; experience can build your brand – forging – simple, personal and helpful. You might be leveraging the power of SAP HANA database, more profitable relationships. able to build the perfect mobile experience, there is no need to worry about data volumes API but can you build it today? Our partnership a mature IoT implementation generates. Also, 4. DATA PRIVACY with Apple makes it easy to build great iOS our multi-cloud approach allows customers Data enables new customer experiences and With SAP Customer Identity, companies can apps, fast, using SAP Cloud Platform SDK for to run their business on a choice of brings new insights from machine learning deliver personalized privacy, security, and iOS. With our Google partnership, we offer SAP infrastructure providers such as AWS, Google and the Internet of Things. However, if there is compliance. Only SAP Customer Data Cloud Cloud Platform SDK for Android. But whether or another provider. a breach, data collected to drive consumer offers SAP Customer Identity. Companies it’s iOS, Android, SAP Fiori, or WebIDE, our insights can be a risk to brand equity. using it can deliver personalized services that tools make it simple to build a beautiful, 3. MACHINE LEARNING keep customers engaged and remain assured engaging and consistent customer experience. Machine learning (ML) brings you an Increasingly, customers are aware of the risk that the data driving it is protected. expanded workforce. It can analyze data at of identity theft and cyber attack. New SAP Cloud Platform easily integrates back-end speed and make predictions that guide the regulations such as GDPR promise stiff If data is the oil of the digital economy, then processes and delivers a quality mobile strategy of your human teams. penalties for companies that make a mistake. trust is the engine. customer experience consistent with your Customers want experiences to be personal, other channels. Knowing what your customers will do is far but it’s vital that your services are trusted, so more powerful than knowing what they have transparency about what data you hold and 2. INTERNET OF THINGS been doing. ML enables call-center systems why is essential. You must assure customers The Internet of Things (IoT) gives you the that can tell the agent why a customer is calling that you treat their data with the care you n insight to deliver smart services – and enables – or even automatically direct the call to the apply to your own. new business models such as subscription agent most knowledgeable about the query.

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… and how it works in practice

As these end-to-end industry stories show, leveraging the SAP Customer 4. AUTOMOTIVE 6. UTILITIES Experience and SAP Cloud Platform offers myriad advantages in the race to Car manufacturers want to learn everything We deliver a customer experience platform evolve, unify and grow they can about potential buyers. Finding that includes pre-built industry-specific meaningful connections in a sea of data, capabilities for utilities. With less however, is time-consuming and difficult. customization and embedded industry best That’s where machine learning wins. It can practices, time-to-value is accelerated and 1. MANUFACTURING 2. RETAIL process the data, determine what matters and TCO is reduced. It also enables novel Digital transformation is leading to entirely Customers become dissatisfied if their create predictive value – and do so quickly. For approaches to harness new business new business models, such as subscription experience is not connected across channels. example, a premier car manufacturer used opportunities. In the German public-funded services with mutual benefits for supplier and They expect consistency on mobile and SAP Hybris Commerce, SAP Hybris Marketing research project called ‘enera’, SAP is dealing customer. SAP’s open, modular, and desktop, and close integration between and SAP Cloud Platform and machine learning with the digital transformation of utilities’ extensible microservices architecture makes physical stores and Web sites. to determine which customers were close to services and future business models. We build these new services possible. buying. Data analysis identified that within a prototypes and demonstrate future end-to- Nicolas (Castel Group), a French wine retailer, specific 15% of the population, 78% are more end processes that enable data-driven One company – a forklift manufacturer – used SAP Hybris Commerce to drive its omni- likely to buy. That means sales staff can focus products, while incorporating SAP Cloud worked with SAP to launch a new revenue channel strategy. The firm exported their efforts on the 15%, with a good chance of Platform services to seamlessly run and management platform for forklift fleet information on 18,000 products into one success, rather than wasting time trying to integrate applications in the cloud. management, offering a subscription service system, connected to the online store so that identify potential customers. that provides actionable data to customers to customers could see the origin, history and help them optimize forklift use. This also tasting notes of their wine. 5. HIGH TECH supports a phased approach, incorporating It saw a 15% increase in Web-site visits in the When your business is bringing exciting billing data from existing legacy systems. first six months. After seven months, 20% of technology products to market, your online sales used the new e-reservation customers expect you to leverage innovative With help from SAP, IoT technology tells them system. technical capabilities in your own operations. how far a forklift has traveled and even whether it has been involved in a collision. 3. CONSUMER PRODUCTS A U.S. distributor of computer and technology That lets them optimize routes, spot that a Data is vital to the modern business, but products wanted to deliver a simple customer specific driver might require more training, or useless if you can’t make sense of it. A U.S. experience and remove redundant business even ‘gamify’ the service. This reinterprets the confectionery company turned to SAP for help solutions from its operations. It chose to deploy relationship from a one-time purchase to one with consolidating numerous data sources and SAP Hybris Commerce because of its product that sells outcomes and performance. silos. Today real-time analysis allows the content-management capabilities, lower total company to access huge volumes of detailed cost of ownership (TCO) and extensibility. SAP helped to facilitate this capability with an information at speed, which is used to SAP billing bundle, including subscription empower the right people to make decisions. Leveraging the unified SAP Cloud Platform for order management, invoicing and customer With better data, those decisions are smarter the intelligent enterprise and customer-centric financials. SAP was chosen because of its and more timely. The result is a 50% processes, it achieved better business proven flexibility to address IoT requirements, productivity gain for the planning team, a 94% outcomes, including a streamlined customer the ability to support complex multi-sided data size reduction and hundreds of self-service environment that allowed the firm models and a scalable customer engagement thousands of dollars saved. to redeploy employees to value-adding platform that can grow with their business. activities elsewhere in the business and resulted in improved customer satisfaction.

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We examine how three cutting edge companies are using SAP software to give them complete control of their business from the ground up

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Karma wanted to connect in near-real time care, every single operational unit uses this Jim Taylor adds: “Ultimately, our success WHAT THEY DO: every aspect of its business in the cloud in a platform. We started with the standard best comes down to our customers. They will Manufacture luxury hybrid sports cars consolidated place to expertly address all practices that came with SAP S/4HANA, remain loyal if we deliver convenient customers’ concerns – including manufacture, explored which capabilities worked for us, and interactions, a great driving experience, and SAP PRODUCTS USED: sales, vehicle inspections and maintenance. It tweaked areas that did not. Approximately ease of ownership.” SAP S/4HANA, SAP Fiori, SAP Cloud wanted speed and flexibility, with increased 90% of our processes are out of the box. Platform, SAP Cloud for Customer, insight into customer interactions and vehicle Karma says that perhaps the most rewarding SAP Hybris Commerce performance. Streamlining ordering and “For us, it’s all about making sure we can build outcome of SAP’s digital transformation is warranty claims was another goal. the highest-quality vehicle possible. From hearing customers and dealers say that the WHAT ARE THE BENEFITS? order through to delivery, we have one system platform is one of the best they have used. Real-time monitoring of vehicle Having the right technology was essential. It of record, one version of the truth and one “Our dealer network and customers are very performance, integrated manufacture, needed a single, always-on platform to platform to ensure 100% customer discerning,” says Elley. “So, when we received sales and service. support company-wide decision-making, and satisfaction.” their feedback, we were excited to hear that a dealer platform that simplified transactions they felt it is easy to do business with us.” and customer engagement.

“The auto industry can change instantly. It’s Karma built its cloud foundation with SAP The most rewarding outcome important for us to keep pace or stay at the S/4HANA at the core. This gave employees forefront of evolution,” says Karma access to real-time information, anytime, of SAP’s digital transformation is Automotive’s Chief Revenue Officer Jim Taylor. anywhere, allowing them to make the best hearing customers and dealers possible decisions. It served as the central hub say that the platform is one of the Hyperconnectivity and digitization are for connecting cloud-based solutions such as transforming the industry and Karma – a SAP Hybris Commerce and SAP Cloud for best they have used. privately-held manufacturer of world-class Customer running on SAP Cloud Platform. plug-in hybrid cars that use advanced, Mikael Elley, Karma’s Vice President and CIO, sustainable gas-solar technology – needs to says: “SAP Cloud Platform provided the be at the forefront of this revolution. foundation for simplifying interactions with our customers and dealer network.” The There are many affordable, mid-priced electric intuitive user experience delivered by SAP vehicles on the market – but not aimed at the Fiori was added for a seamless customer passionate drivers that Karma focuses on with experience. its stunning design and luxurious driving experience. The company grew from 20 Using SAP software let Karma establish one employees to 900 in three years. integrated platform, with a suite of cloud solutions. In the future, the company may Cars are connected through the cloud, and work jointly with SAP in areas such as machine Karma’s are rolling computers that generate learning and the Internet of Things. mountains of data to monitor performance, service needs, emerging risks, and driver According to Elley, “From customer behavior. engagement to order fulfilment to customer

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“Since the machines are really out in the field, Ullrich explains: “When data reaches WHAT THEY DO: it was necessary for an operator to travel to SAP Cloud Platform, an algorithm splits Engineering for the automotive, the machine by car, maybe hundreds of it into two streams. One stream goes to industrial and energy sectors kilometers, which could take a whole day, and SAP Cloud for Customer, the other to pick up all the information he needed, write it the SAP ERP system. If a machine goes SAP PRODUCTS USED: down on paper, and put the data into a down, a ticket is automatically created SAP S/4HANA, SAP Cloud Platform, laptop,” Ullrich says. If the data showed in the SAP Cloud for Customer system, SAP ERP, SAP Cloud for Customer further maintenance was needed, it entailed a so the operator can evaluate if it’s second trip. necessary to travel to the machine. WHAT ARE THE BENEFITS? ” The ERP system handles payments. Recovering data from remote units for This cumbersome process is being “We have fully digitized our billing repair, maintenance, and automatic streamlined by linking the compression units process, so operating hours are sent to billing, and 24/7 status updates. to the SAP Cloud Platform using Wi-Fi, GSM or the system, and bills and invoices a satellite connection. It takes about half a day created automatically.” to link a machine to the system. “If we need some more development, it could take longer,” Kriechbaum says: “With SAP we have Pioneering engineering company HOERBIGER says Ullrich. “But it’s not a big effort.” a 20-year history of joint developments. has been at the forefront of innovation for over They have all the experience we were 120 years. Today it operates in more than 100 If a machine goes down, the system looking for. We are currently locations in more than 50 countries, servicing automatically generates a maintenance ticket. standardizing all our processes in three major markets: automotive, the HOERBIGER can give its mechanics real-time SAP S/4HANA, which we are rolling industrial sector and energy. information, even on a mobile phone, saving out globally.” long inspection trips. And customers can track In this last sector, an important market for performance 24/7 – an executive in Vienna The next step is working with SAP on HOERBIGER is compressors for gas wells, can check on 400 units in Latin America digitalizing the supply chain. Ullrich where it is transforming its servicing and straight from their desk. adds: “One of the major reasons for billing processes using SAP products. Head of choosing SAP systems is that they are Corporate IT Teja Ullrich explains: HOERBIGER hopes to link up more than 350 integrated. HOERBIGER is a very “HOERBIGER owns about 400 wellhead machines in 2018. “Suddenly we can better innovative company and we want to try compression units, mainly in Argentina or in utilize and manage our mechanics,” says to bring in the newest technologies. One Mexico, spread over a very wide area.” Thomas Kriechbaum, HOERBIGER’s Chief of those is SAP Cloud Platform, which Process Officer. “It is also changing our opens the way for complete digitization These compressors extend the life of older gas business model. We can react instantly of our processes.” and oil wells, where the remaining resources because we have live data.” cannot be extracted profitably by conventional methods. A wellhead compression unit can HOERBIGER is also working on predictive increase output for HOERBIGER’s customers maintenance, to keep machines running for significantly. longer, and automating its billing process. HOERBIGER is a very innovative company and we want to try to bring in the newest technologies. One of those is SAP Cloud Platform.

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In 2014, GKN Off-Highway Powertrain, the The new business model, which included the taking customer care to a new level. Although WHAT THEY DO: market leader in manufacturing drive shafts digitization of processes, involved a the producer had to manage a huge base of Industrial machinery and components and gearboxes for Europe’s train industry, “performance management” approach that important customer data, it had not managed decided to prepare for the future and maintain switched from simply selling products to to fully understand and use these data SAP PRODUCTS USED: its status at the top of its sector by marketing GKN as a maintenance service for properly and immediately on-site. SAP Service Cloud, SAP Cloud Platform transforming itself from a sole producer into a those products via a subscription model. service company. SAP was the only business capable of putting WHAT ARE THE BENEFITS? IT Services Director Thomas Wasmuth says all these requirements into one cloud solution Simplified digital processes, improved the company needed software that could be supporting the entire service process. The customer care through better insight into used by every employee on multiple devices. collaboration resulted in a new business model data, improved on-site service by GKN SAP Service Cloud was the only solution that based on performance data. All GKN technicians suited these challenging requirements. He employees could access information via their says: “By digitizing our services, we gain mobile devices. A variety of processes have access to tomorrow’s most exciting business been simplified by intuitive interfaces. That models. SAP Customer Experience gave us the way, technicians can use customers’ data vision and SAP Cloud Platform helped make it during an on-site assignment. possible.” Overall, the project took 13 months – and To start the transition, GKN worked with SAP thanks to the simple software interface, to find a specific solution to support the entire employees did not need special training to service process from sales to billing. SAP work with it. GKN has initiated a project aiming Service Cloud proved to be the key, and laid at the expansion of the SAP Customer down the technological grounds for the next Experience solution, and the company wants innovations. to further establish the use of the software and There were many challenges. First was the extend its functionalities. need to digitize the field service department. Technicians supporting customers needed The software uses condition monitoring and real-time access to their data and process artificial intelligence to improve processes. information. Wasmuth says: “Condition monitoring and artificial intelligence present us with a host of Therefore, the company’s software needed to new opportunities. The next few years will see support all processes from sales to billing, us making great strides forward.”

SAP was the only business capable of putting all these requirements into one cloud solution supporting the entire service process.

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© 2018 SAP SE or an SAP affiliate company. All rights reserved. The SAP App Center is the digital marketplace where customers can discover, try, buy and manage access to these innovations across all SAP lines of business and SAP APP CENTER platform groups.

Currently included on SAP App Center are The SAP App Center allows customers to ~1,500 enterprise-class apps from 1,000 explore solutions at their own pace, from partners and growing, providing customers discovering to trying, to ordering to paying, with real-time access to innovative solutions, and to managing the third-party solutions they microservices and plugins to extend purchase. Customers can choose to go their SAP solutions and digitally transform entirely digital/frictionless across all of these their business. steps or take a progressive approach, one step at a time. Customers are benefiting from SAP App Center in various ways. They can maximize On the SAP App Center, SAP has simplified the their investments in SAP solutions and enterprise procurement process by bringing it address their most demanding business into a digital form-factor. Customers can buy challenges with a mix of free and paid partner application licenses directly from SAP apps designed to help them conduct business. partners, with the flexibility to negotiate and receive the best price, including support for They can take advantage of seamless custom terms and conditions. They can then integration into their existing landscapes and centrally manage multiple application gain immediate access to their apps from a subscriptions, billing and vendor launchpad enabled with single sign-on. With communications in a unified experience. streamlined procurement, designed for the enterprise, customers can manage the entire Customers have a choice to either receive and lifecycle of their purchases, from license pay invoices using SAP Ariba Pay or credit acquisition to user management and renewals, cards, or they can choose to settle outside of simply and centrally. the system. SAP App Center supports roles- based, workflow-driven orders. It also includes In today’s business environment, the support for multiple currencies, and transition to digital software procurement is application usage analytics. challenging for enterprise customers, cutting With it, SAP has truly engineered procurement across many business processes. for the enterprise.

Find more SAP partners: www.sapappcenter.com/productLines/15

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WHAT DOES IT DO? “This can also then impact on both marketing WHAT DOES IT DO? Sprinklr works across a number of SAP and advertising,” adds Yule. “Companies not only Mediafly is a sales empowerment platform for platforms and enables companies to monitor, know their customers better, but are also able to SAP Cloud for Customer, designed to enable analyze and react to conversations on social engage with them on a deeper level, and act on presenters to tailor the content of their channels. It is an integrated solution that works that insight. Sprinklr helps break down the silos. presentations in a dynamic and agile way. company-wide. We help SAP do an even better job by delivering “Salespeople often present in a linear fashion,” better data that leads to enhanced engagement.” explains Tony Kavadas, the company’s EVP “Listening to consumers is essential for growing Global Sales and Alliances. “Yet during the sales businesses,” explains Forest Yule, Senior Director WHO’S IT GOOD FOR? process, things invariably don’t progress that of Partner Marketing, Global at Sprinklr. “Social “There are many solutions for medium and way. Customers interrupt, ask questions, focus media should be the foundation of the way smaller companies,” explains Yule. “However, we on different points and ask for calculations on companies listen, communicate and engage. It is are most tightly focused on Fortune 100 the fly.” essential they understand what’s being said companies, and can boast Nike, Cisco, Microsoft Mediafly is based around a concept called about them and then act upon this.” and IBM as customers.” “Evolved Selling”. Presenters can respond by accessing relevant and appropriate content – be WHAT IS THE BENEFIT? WHAT SAP PRODUCTS DOES IT INTEGRATE that Microsoft PowerPoint slides, PDFs, charts, Sprinklr and SAP Commerce Cloud can analyze WITH? or video – quickly and easily. This enables them key trends to improve social advertising, and the Sprinklr works with SAP Commerce Cloud, SAP to optimize the presentation to suit their identification and habits of influencers. When Cloud for Customer, SAP Marketing Cloud. customers’ requirements dynamically. used with the SAP Cloud for Customer solution, companies can automatically create SAP WHAT IS THE BENEFIT? Service Cloud tickets directly from engagement “We think Mediafly enables the presenter to map on social channels. At the same time, SAP their selling methodology in the application All the content is stored on the device (laptop/ Marketing Cloud and Sprinklr work together to rather than the person changing the way they iPad etc), so there’s no requirement for Wi-Fi or a enable companies to develop understanding of sell to match an application,” says Kavadas. mobile network. Mediafly has also added tools, real-time customer experiences and perceptions In addition to meeting the requirements of the such as a calculator, to enable presenters to of the brand, and to engage with audiences in customer and delivering a more organic sales offer projections or prove return on investment their preferred channel. process, Kavadas believes that Mediafly offers without having to leave the app. Yule says the combination of Sprinklr and SAP two other key benefits. can be most powerful when the various WHO’S IT GOOD FOR? elements work in an integrated way. “An example Firstly, there’s a significant time saving for the Mediafly has already been deployed by sales is the way social insights, often noted by social salesperson who no longer has to be constantly teams in a wide spectrum of industries, including care teams, can be used to improve products. creating or updating presentations. According to consumer products, healthcare and life services, Product faults can be spotted and addressed on Kavadas, this could potentially decrease the media, and financial services. Clients include social, so they don’t wind up causing a crisis. time they can spend on actual sales Pepsi, Miller, Sony, NBC and Goldman Sachs. presentations by up to 25%. WHAT SAP PRODUCTS DOES IT INTEGRATE Secondly, each presentation is tracked. So, for WITH? example, companies are able to capture and Mediafly is compatible with SAP Sales Cloud and analyze the interactions during each meeting and SAP Service Cloud. Plans are underway to add use that data to inform their future sales strategy. compatibility with SAP Marketing Cloud, too.

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WHAT DOES IT DO? WHAT DOES IT DO? Facebook and Google, we can optimize the Adform is an advertising suite designed for Ysance is a first-party data management customer acquisition process to ensure it agencies and advertisers who want to use platform (DMP) for the retail industry. It targets the most appropriate prospects.” personalized targeting and real-time bidding in specializes in retail marketing and its solution display advertising. The suite provides a data- complements and works with SAP Marketing Ysance is also embedded within the ad-tech management platform, a demand-side platform Cloud and SAP Commerce Cloud. It uses offline ecosystem, and the targeting can have a and an ad server using cloud technology that can and online data to help companies make the significant impact on online and offline sales. be used independently or as an integrated most of their customer-relations management platform for enhanced benefit. systems, content and social advertising. WHO’S IT GOOD FOR? Ysance is mainly used by retailers in consumer Adform is built with privacy as a central focus and The platform is powered by an artificial goods in more than 40 countries. Its customers meets a number of important certifications intelligence algorithm that identifies the tend to be large multinational companies, including being ISO/IEC 27001 certified for intentions of customers to buy products. The typically boasting revenues greater than US$1 Information Security Management, which is Adform’s platform will only process company is proactive in maintaining customer billion. Customers need to have in place a strong critical for GDPR compliance, Media Rating pseudonymized personal data and does not use privacy. It is also GDPR compliant. CRM program such as loyalty cards and digital Council (MRC) accredited for viewability Directly Identifiable Personal Data leading to receipts to enable the harnessing of offline data. measurement across desktop, mobile Web, and limited risks for clients, reduced requirements, WHAT IS THE BENEFIT? app environments for both display and video ads, added security and safety for consumers and a Romain Chaumais, Ysance’s co-founder and WHAT SAP PRODUCTS DOES IT INTEGRATE EDAA Trust Seal Certified, IAB certified and was true Privacy by Design setup. This makes it a Chief Strategy Officer, identifies three key WITH? granted the Certified Against Fraud seal by secure place for both customers and advertisers. benefits for customers. “First, enhanced Ysance works with SAP Marketing Cloud and Trustworthy Accountability Group (TAG). Users can access several features including customer profiles. Ysance empowers retailers to SAP Commerce Cloud. campaign planning, ad serving, optimization, recognize the customer behind each visitor. WHAT IS THE BENEFIT? analytics or reporting. This also results in Being able to match a person’s digital behavior It can be difficult to ensure you’re reaching the increased ROI from marketing budgets. with their in-store transactional behavior, taken right people with adverts. Adform simplifies and from digital receipts, store accounts and so on, targets the display-advertising process. It extends The customer is changing, says Mariniello. “We means retailers can accelerate conversions of the omni-channel engagement for SAP Marketing are moving towards being able to understand both online and offline purchase intentions.” Cloud and SAP Commerce Cloud into the world of their behavior in a much more thorough fashion. digital advertising. This means advertisers reach the right target at A second benefit is spotting customer intent. the right time with a relevant message for the This is provided by the integration of artificial Alfonso Mariniello, Vice President, Global customer.” intelligence and machine learning, using a Partnership at Adform, says: “It makes sure predictive scoring system to gauge how likely a planning, buying, optimizing and analyzing WHO’S IT GOOD FOR? customer is to buy. Chaumais believes that by display campaigns are all done in one place, thus Adform is designed for agencies, trading desks, harnessing this data and acting on it, retailers saving time and resources.” He adds: “Tailored publishers, and advertisers, allowing them to can increase overall sales revenue (online and ads follow the modern user’s behavior and manage tailored ad campaigns on desktop, offline) by as much as 5%. because they integrate in an unobtrusive way mobile, and in-app more effectively in real time. within the content they’re looking at, they allow “Thirdly, enhanced targeting. The data means the advertiser to tell a story on different devices WHAT SAP PRODUCTS DOES IT INTEGRATE that companies can send the right content to the and in a more involving way than standard WITH? right person,” adds Chaumais. “Whether through advertising.” This means media spend can be Adform integrates with SAP Marketing Cloud and the CRM and email, or social advertising on used elsewhere more effectively to convert SAP Commerce Cloud. browsers into valuable customers. 31 / 46

WHAT DOES IT DO? WHAT DOES IT DO? variety of businesses in different roles. The Mirakl is the leader in online marketplace Productsup is an enterprise product content- former include ecommerce agents who need to solutions and a SAP partner for marketplace syndication platform. It empowers users to distribute optimized product feeds to online technology. It works as a feature functionality assess channel readiness and then transform, shopping and marketing channels and at the extension to SAP Hybris Commerce. optimize and distribute high-quality content to same time keep abreast of the constantly Founded in 2012, Mirakl helps companies provide thousands of destinations. These can include changing product attributes, information and a better customer experience as part of an omni- retailers, marketplaces, and marketing channels requirements of those channels. channel and product content-management such as Google, Amazon and Facebook. It works strategy. seamlessly with SAP Hybris Commerce to Productsup is also being used by marketing rationalize time-consuming processes. agencies who face the challenge of constantly It gives retailers, distributors, manufacturers, and optimizing their clients’ product feeds. Other brands the ability to use their ecommerce site as WHAT IS THE BENEFIT? companies that can benefit from Productsup a marketplace where third-party sellers can push Many marketing execs face the challenge of include data aggregators – such as their products and services, says Eric Lessard, delivering high-quality, accurate information to a marketplaces, comparison shopping engines or Director of Alliances and Channels for Mirakl. number of channels, which often demand widely affiliate channels – whose businesses depend on This allows those organizations to offer a wider differing criteria. Tricky content management the accuracy of the data they present. For an range of goods and services without the need to systems complicate things more and marketers aggregator whose client submits their feed via a carry inventory, so increasing profitability due to invariably have to rely on IT departments to different source and in a different format, lower overheads. complete processes. significant problems of standardization can be easily addressed by Productsup. WHAT IS THE BENEFIT? Productsup simplifies things by harnessing a Amazon has been a major disruptor in the B2C visual data-mapping tool integrated into sector for many years, but the arrival of Amazon SAP Hybris Commerce to syndicate content to Business – a version aimed at B2B companies – seller onboarding, product data management, more than 1,500 partners. Emile Bloemen, has meant many providers need to seek such a service quality control, and order distribution – Senior Vice-President, Enterprise and marketplace platform to remain competitive. on an API-based solution that’s modular and Commerce, believes Productsup’s key attribute Mirakl offers that alternative. easy to integrate into any e-commerce platform. is its usability. “There is no coding required; it is a simple drag-and-drop process,” he says. “It Marketplaces are platforms for organizations to WHO’S IT GOOD FOR? enables marketers to be faster to market in a grow revenue and scale significantly. With Mirakl B2B retailers, distributors and manufacturers, greater number of channels. This will ultimately B2B, retailers can easily increase their product but increasingly niche operators such as deliver more revenue-generating opportunities.” offering, at competitive prices, improve search- insurance, science and telco companies seeking engine ranking and create more opportunities to a marketplace strategy to reach a wider Bloemen argues that Productsup will also save build loyalty. Manufacturers can offer a direct audience. Clients include Best Buy Canada, marketers significant time, freeing them up to route to market, while distributors can integrate Carrefour, Condé Nast, Darty, Galeries Lafayette, invest in other activities. Another key benefit is new products and offer them for sale in minutes. Urban Outfitters, and J.Crew. that the syndication process ensures uniform The Mirakl marketplace platform is modular and descriptions of the products are maintained WHAT SAP PRODUCTS DOES IT INTEGRATE easy to integrate, and automates seller WHAT SAP PRODUCTS DOES IT INTEGRATE throughout. WITH? onboarding, service quality control, and order WITH? Productsup works with SAP Commerce Cloud distribution. SAP Hybris Commerce solutions in product WHO’S IT GOOD FOR? solutions in product content management The Mirakl Marketplace Platform is a turn-key content management and order management. Productsup is currently being deployed by a (PCM). SaaS solution that automates the hard things –

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WHAT DOES IT DO? She adds: “Ours is a scalable solution that takes WHAT DOES IT DO? Worldpay is the market-leading global payment away the need for more decisions and further CyberSource | A Visa Solution offers a global provider, offering payment services to omni- changes down the line. We worked with a range payment management platform that helps channel retailers. The Worldpay Payments and of customers to ensure we met their need in businesses grow sales, mitigate risk, and operate Fraud Extension is a plug-in for SAP Hybris various environments.” with greater agility. Only CyberSource provides Commerce Customers, providing a pre-built and an integrated payment management platform, accredited connection to the Worldpay payment WHAT SAP PRODUCTS DOES IT INTEGRATE comprised of modular services, built on secure platform. Through one single integration, WITH? Visa infrastructure, with the payment reach and businesses gain access to popular cards, fraud This is the only SAP Hybris Commerce gold- fraud insights of a more than US$400 billion prevention and local payment types across accredited payments extension and it integrates global processing network. the globe. with B2C, Responsive, Paypal Express Checkout, OMS and Cockpit NG. Flexible payment-page CyberSource has a payment management WHAT IS THE BENEFIT? integrations and scalable add-on development platform integrated within the SAP Hybris The Worldpay SAP Hybris Commerce extension also support future Microservices functionality. Commerce solutions that enables faster and more efficient global helps businesses to deliver digital solutions that expansion thanks to reduced development and optimize cross-channel customer experiences. integration costs, and the potential for reaching more shoppers in more places around the world. WHAT IS THE BENEFIT? The extension also provides pre-built code and One of the key challenges facing many retailers clear documentation for quick customization. is how to significantly grow their customer base by expanding globally. CyberSource facilitates Yasmin Sharp, Worldpay’s Global Partner this with its on-the-ground network in 195 downtime and the temptation for consumers to Director, says: “We wanted a ‘plug-and-play’ countries and territories to help ensure smooth move elsewhere, so the robust and agile nature model for SAP Hybris Commerce customers to and seamless international transactions in of CyberSource is a major benefit. select the features they want without further approximately 40 currencies. development.” The extension features pre-built Countering fraud and data theft is also integral integrations to more than 200 global payment The company says it is highly cognizant of the to the system. “A suite of quality services helps methods, including Alipay, Boleto, China nuances of payment systems in different ensure that sensitive and confidential data is UnionPay, iDeal, Qiwi and Yandex. There’s also in- territories. It adds value by reducing the abstract handled discreetly by CyberSource and not built 3D Secure and fraud screening. complexity of payments so you can focus on accessible via customer networks,” adds your customer in addition to having a platform Monaco. WHO’S IT GOOD FOR? for broader commerce services such as security, The Worldpay SAP Hybris Commerce add-on is fraud, and sales tax. It also enables integrated WHO’S IT GOOD FOR? beneficial for any business using SAP Hybris commerce across interaction channels via one CyberSource merchants include B2B, B2C, and Commerce (version 5 and above), including B2C connection. vertical business sectors. and B2B. “Businesses have to make lots of decisions,” says Sharp, “and one of these is to Suzanne Monaco, Director Strategic Alliances at WHAT SAP PRODUCTS DOES IT INTEGRATE ensure they’re future-proof.” the company, states that in a highly competitive WITH? market, it is essential to mitigate the risk of CyberSource runs on SAP Commerce Cloud.

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WHAT DOES IT DO? those items and that information enables WHAT DOES IT DO? Impinj is an Internet of Things (IoT) solution retailers to sell with confidence across all KIT provides a complete omni-channel view of provider that is integrated within SAP channels. customer activity, allowing store associates Commerce Cloud. It delivers accurate real-time immediate access to customer needs, inventory data as part of an advanced IoT “The benefits are numerous. There are obvious preferences and purchasing history. strategy for omni-channel operations. ones, like retailers saving time by not having to It comprises three core elements: a tiny RAIN search for items in store. And subtler ones, too – WHAT IS THE BENEFIT? RFID tag, which is added to items within stores; for example, retailers no longer need to set “KIT connects store associates with customers,” reader systems that are physically placed in the safety limits of stock as they know exactly what explains Keytree’s Head of Retail, Adrian Slater. stores to monitor the tags; and a software items they have available, which means they can “When a customer walks into the store, the sales platform that delivers real-time and accurate reduce capital costs. They can also sell every associate can bring up all their previous info, inventory data to the retailer, enabling them to item down to the last one, which will reduce look at all the available products on the app, optimize the sales process. markdowns.” without having to leave the customer’s side – the storeroom can bring out the products.” WHAT IS THE BENEFIT? Tieman argues that Impinj should be at the heart “Knowing exactly what items you have is of an omni-channel strategy. “Knowing exactly Built using machine learning and speech and The KIT dashboard allows the user to manage essential to any retailer,” explains Julie Tieman, what stock is available avoids disappointing image recognition, the app connects hardware, tasks centrally, creating, editing and managing Senior Staff Solutions Architect, Retail, at Impinj. customers whose orders cannot be fulfilled in sensors, POS systems, Wi-Fi access points, RFID tasks, calendars, team meetings and client “Our system makes it simple to keep track of store. There is also a reduction in the cost of (Radio Frequency Identification) networks, appointments directly from the app. fulfilment when orders are routed to stores that iBeacon and Bluetooth technologies to identify don’t have a particular item.” nearby customers (integrating loyalty apps and Sales associates can identify who’s entering the Apple Passbook). store and create bespoke styles online to match There are also important data insights that could customer preferences. The app also features spark business decisions. For example, when an Features include Style Builder, which groups flexible payment handling and provides retailers item that is moved around the store frequently, products so a customer can see how they might with the ability to create a truly differentiated such as to the changing room, is not sold, it fit together, and tech that allows the sales experience for the customer. “Ultimately,” says might be an indication that it is priced too highly. associate to push content to a nearby TV screen. Slater, “it helps drive new sales and is easy to The app also enables the store associate to use, with little to no training required.” WHO’S IT GOOD FOR? communicate via SMS, WhatsApp, WeChat and The Impinj system works for any retailer, from wider social media channels during and after WHO’S IT GOOD FOR? the smallest boutique to the largest global the transaction. This is ideal for all retailers where the store enterprise. However, as Tieman explains, it works associate plays a pivotal part at some point in best for retailers who carry a large amount “It’s a full omni-channel sales tool,” says Slater. the customer’s overall buying experience. of SKUs and have a requirement to monitor The app, which is used by major retail clients, stock levels. also fits into existing technology sitting on top of WHAT SAP PRODUCTS DOES IT INTEGRATE a retailer’s SAP Customer Experience WITH? WHAT SAP PRODUCTS DOES IT INTEGRATE technology, for example. It is easily integrated Designed in collaboration with SAP and Apple, WITH? with back-end systems without the need for new, KIT sits on SAP Cloud Platform and integrates Impinj has been optimized to work with SAP expensive software implementations. directly with the SAP for Retail solutions. Commerce Cloud.

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WHAT DOES IT DO? (identifying the best customers to focus on) to WHAT DOES IT DO? It is fully configurable and quick to set up so IT Revegy is a strategic account planning and key account growth planning to execution and Getting a single, actionable view of a customer can deliver tailor-made user experiences without execution platform that provides enterprise key business reviews. At every step of the process, can be hard when you’re working with data from the cost and time of custom development. account teams with the clarity they need to Revegy’s visual tools enable companies to align multiple sources. AppBuddy Cloud provides a AppBuddy’s unique approach to data uncover customer challenges, identify high-value their solutions with their customers’ goals and spreadsheet-like workspace for acting quickly on virtualization also means that users work directly revenue opportunities and maximize the lifetime objectives to uncover larger, more strategic sales core enterprise data within SAP Sales Cloud and against existing application data, no data syncing value of key accounts. opportunities that drive more predictable, long- SAP Service Cloud or across other enterprise or copying required. term revenue forecasts. In addition, data-driven systems. CRM was not designed to handle the unique insights deliver greater management visibility, And because AppBuddy provides an intuitive, complexities of key account management. resulting in more effective revenue generation spreadsheet-like experience that users are Revegy integrates with CRM to allow key account and margin improvement. already comfortable with, user adoption teams to manage their most strategic accounts, increases without a need for extensive training. drive revenue and margin growth, and enhance Says Tim Braman, Revegy’s VP, Corporate Users work faster and smarter, forecasts and operational efficiency. Strategy: “It’s a platform that’s designed to help other key business data are far more accurate, sales teams grow revenue in their largest and and everyone is better able to serve the Because of CRM limitations, most companies still most important customers.” He adds: “For most customer. use Microsoft PowerPoint or Excel for account companies, 80% of their revenue comes from planning and account management. Revegy puts 20% of their customers. We help them drive WHO’S IT GOOD FOR? the power of visualization to work inside of CRM global team-based collaboration to more deeply AppBuddy Cloud works for anyone who needs to to expose what really matters to a company’s penetrate the wallet of these key customers.” The access and update complex sales or customer most strategic customers. Put simply, Revegy difference between Revegy and its competitors, data. Any salesperson or sales leader managing translates customer intelligence into value for the says Braman, “is it’s quickly and easily adapted more than a dozen opportunities at a time will client and revenue for the company. to the customer’s process. Moreover, it’s benefit, as will account teams who need to extremely visual, which drives critical thinking manage complex account data for their WHAT IS THE BENEFIT? and strategic alignment both internally with key enterprise customers. Editable grids can be Revegy manages the entire account account stakeholders and externally with created for support teams as well, where reps management process from segmentation customers.” must frequently view and update multiple fields and records related to customer cases in a single WHO’S IT GOOD FOR? operation. Revegy works predominantly in information WHAT’S THE BENEFIT? technology, healthcare, life sciences, financial Many operational processes that support the WHAT SAP PRODUCTS DOES IT INTEGRATE services and manufacturing. Braman says: customer experience force users to navigate WITH? “Revegy is focused on B2B companies that sell across multiple click-heavy screens and AppBuddy Cloud works with SAP Sales Cloud expensive or complex solutions to extremely applications. and SAP Service Cloud. large, heavily matrixed organizations. Companies that employ a solution like ours typically have win AppBuddy Cloud allows the user to manage and rates 12%-15% higher than their peers.” act immediately on opportunities, leads and campaigns, account plans, support cases, WHAT SAP PRODUCTS DOES IT INTEGRATE financial data, and more – all within a 360-degree WITH? view of the customer, without having to leave the Revegy integrates with SAP Sales Cloud. SAP application they’re working in.

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WHAT DOES IT DO? Tabbert also stresses that an increased number WHAT DOES IT DO? maiTour is a dynamic tour planner, rooted in SAP of visits, especially when determined by maiCatch is a business-card scanner that has Sales Cloud, targeted at companies with sales maiTour’s intelligent optimization feature, will been developed to work seamlessly with SAP teams on the road. It enables salespeople to increase sales and revenue. Cloud for Customer. It is versatile enough to arrange their appointments for the day in a way recognize and store data from a number of that is both time and route efficient, and totally WHO’S IT GOOD FOR? formats including analog items, such as paper aligned with company goals. Salespeople input maiTour has largely been deployed by business cards and event badges, as well as data about customers and their behavior and companies with a large number of sales digital ones like email signatures. maiCatch maiTour’s intelligent automization system representatives in the field. Tabbert says that the scans the information and stores it in the considers variables such as revenue, customer main users of the app so far have been solution. classification and interests before delivering an companies that specialize in consumer-goods optimized route. industries, for example, Henkel, owner of brands Users can take images via their phone camera of such as Loctite and Pritt as one of its higher a construction sign, for example, and the app will maiTour is flexible, too, in that salespeople can profile customers. extract the relevant data and store it. The data also edit, customize and enhance the route using can be categorized in a number of ways, storing geo data to see who is nearby. The app also WHAT SAP PRODUCTS DOES IT INTEGRATE it as leads, contacts or private contacts in SAP includes GPS and traffic information enabling WITH? Cloud for Customer. Each contact is sales staff to find the fastest route to their maiTour works with SAP Sales Cloud automatically checked to ensure there are no prospect and customers. duplicates. maiCatch also stresses that the app meets the high security standards of the SAP The company claims that the app’s interface is Cloud Platform. simple to negotiate and that in many instances a day’s preparation can be concluded within three At the current time, maiCatch works with many WHO’S IT GOOD FOR? clicks. different languages, with Simplified Chinese and maiCatch has universal appeal in that it is an Japanese due to be added shortly. ideal tool for anyone who uses SAP Cloud for WHAT IS THE BENEFIT? Customer and needs to store contact Eva Tabbert, Product Sales Manager of maiHiro, WHAT IS THE BENEFIT? information. Its ability to quickly capture cards the company that developed maiTour, believes Eva Tabbert, Product Sales Manager of maiHiro, and email signatures makes it especially good the key advantage for salespeople who use the the company that developed maiCatch, believes for anyone in sales or business development, app is the time they are able to save. “We believe that the key benefit for customers is the time particularly those in the field. that maiTour can significantly improve the that maiCatch saves. “maiCatch is very simple to efficiency and effectiveness of salespeople. For use and will save significant amounts of time for WHAT SAP PRODUCTS DOES IT INTEGRATE example, for a sales team of 100 people who busy execs who would otherwise be inputting WITH? average six visits per day, we think that by contact data manually. It is very useful in maiCatch currently works with SAP Cloud for switching to maiTour that company can expect situations like trade shows and business trips, Customer. Plans are underway to optimize it to to spend a further 800 hours per month with when the cards can start piling up.” work with SAP Marketing Cloud. clients. It really means that the time required for preparation for a day’s visits is kept to a The integration with SAP Cloud for Customer is minimum, enabling salespeople to spend more seamless, and the additional features – such as time actually selling.” customization of the contacts, especially the option of adding images and voice memos – means users can create bespoke entries.

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SAP SAP SAP SAP MARKETING COMMERCE SALES SERVICE CLOUD CLOUD CLOUD CLOUD

Market with intelligence to each Connect customers’ needs Be helpful by guiding customers Make customers happy unique customer to the products and services throughout their journey • Dynamic customer profiling • B2C Commerce • Sell more from anywhere • Comprehensive self service • Segments, campaigns and • B2B Commerce • Sales force automation • Omnichannel contact center journeys • Product content management • Sales performance management • AI chatbot • Planning & performance • Industry accelerators • Retail execution • Proactive field service management • Contextual commerce • Intelligent sales with machine • Offline mobility • Impactful marketing analytics experiences learning • Preventive maintenance • Customer attribution • Personalization • Sales learning • Knowledge management • Lead management and nurture • Omnichannel order management • Configure, price, quote (CPQ) • Intelligent recommendations • Commerce marketing • Commerce for SME • Sales forecasting • Build loyalty & advocacy • Prebuilt integrations • Subscription billing

SAP CUSTOMER DATA CLOUD • Single, unified profile • Customer profile and preference Build customer trust and loyalty management SAPSAP C/4C/4HANA HANA • Registration as a service • Profile orchestration & governance • Enterprise preference & • GDPR readiness consent management

Internet Microservices Extensions Machine of things learning

SAP CLOUD PLATFORM

Analytics Big data Block chain Integration

LEONARDO S/S/4HANA4 HANA

© 2018 SAP SE or an SAP affiliate company. All rights reserved. “The consumer-driven growth revolution will require all businesses to change. SAP’s completeness of vision is built to deliver a single view of the consumer. Only SAP can provide 4th generation CRM that seamlessly connects the front- office to the back-office.”

BILL McDERMOTT CEO, SAP

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