SAP improves suite for marketing, sales and service


SAP AG has added new capabilities to its Customer OnDemand suite that it says helps businesses know their buyers better.

Used by marketing, sales and call centre staff help determine what customers want and are doing online, Customer OnDemand includes Sales OnDemand, ServiceOnDemand and Social OnDemand, as well as the SAP Social Media Analytics application by NetBase.

The improvements include

–a new home page can be built for the suite that SAP says is easier to use. The dashboard equips sales professionals with everything they need to know about the customer to orchestrate the sale from lead-to-cash, the company said in a news release. The home page can be personalized with drag-and-drop interface;

–the Customer OnDemand iPad app now works offline so sales staff can use it even when they can’t connect to the Internet;

–a new “sales assistant” provides guided selling to help representatives in multi-step sales;

–the ability to create a powerful self-service Web portal and an interface for computer-telephony integration. It gives customer service agents the ability to use branded online communities, Websites for product ratings and customer reviews with pre-built integration into Bazaarvoice,  a social commerce marketing firm;

–customer service manager can access information such as ticket status, escalations and key service metrics through a new iPad application for the SAP Customer Insight mobile app. Those who sell online can access product registration and warranty information to help identify targeted upsell and cross-sell opportunities;

–for organizations with international sales campaigns, the Social Media Analytics module has added support for 19 more languages, from Arabic to Vietnamese.

A new “Focus Wizard,” a streamlined approach to topic refinement, lets marketers can access research topics faster;

Finally, SAP said it is now partnering with FanAppz, a personalized marketing platform for social media. The platform allows marketers to deliver messages on their social media pages.

 The improvements were announced Tuesday in Germany at the annual CeBIT conference.

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