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

  • 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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    Pricing Options

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    Features

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    Ease of Use

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    Reviews

    Overall rating

    4,2 /5
    (239)
    Value for Money
    4,0/5
    Features
    4,2/5
    Ease of Use
    3,8/5
    Customer Support
    4,1/5

    Already have SAP Customer Experience?

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

    Showing 5 reviews of 239
    Ludmila
    Ludmila
    Overall rating
    • Industry: Electrical/Electronic Manufacturing
    • 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 8.0 /10

    SAP experience

    Reviewed on 2023/04/01

    I use SAP every day for ordering components in our factory and also parts from external supplier,...

    I use SAP every day for ordering components in our factory and also parts from external supplier, checking budget, add monthly hours, checking if any components is out of stock or how many pieces is in company

    Pros

    i have big overview about materials in company, possibility have a lot of information on one place

    Cons

    adding new roles is all time problem, using correctly transaction is not so easy

    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 2022/12/02

    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 2018/12/12

    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.

    Verified Reviewer
    Overall rating
    • Industry: Chemicals
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Need a CRM?

    Reviewed on 2019/02/12

    If you have a big company (1000+ employees) you definitely need a complete CRM package and SAP is...

    If you have a big company (1000+ employees) you definitely need a complete CRM package and SAP is probably the best in the market.
    You can configure almost anything on these thing.
    After you get the hang of how SAP works, you will not want to leave it.
    Throw anything at it and if it's well configured the job gets done.

    Pros

    Features
    Modules
    Configuration
    Adaptation

    Cons

    Price
    Resources needed
    Tables in german are hell
    Default UI not for everyone

    Ritam
    Ritam
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 10 000+ 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 Experience in Enterprise Asset Management

    Reviewed on 2022/09/22

    Pros

    Can be customized according to user requirement with the help of Enhancemnets and ZTables.

    Cons

    Standard table entries cannot be rectified directly and correction programs need to be build.

    Showing 5 reviews of 239 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.