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.

Would you recommend this article?


Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.

Jim Love, Chief Content Officer, IT World Canada

Featured Download

Howard Solomon
Howard Solomon
Currently a freelance writer, I'm the former editor of and Computing Canada. An IT journalist since 1997, I've written for several of ITWC's sister publications including and Computer Dealer News. Before that I was a staff reporter at the Calgary Herald and the Brampton (Ont.) Daily Times. I can be reached at hsolomon [@]

Featured Articles

Empowering the hybrid workforce: how technology can build a better employee experience

Across the country, employees from organizations of all sizes expect flexibility...

What’s behind the best customer experience: How to make it real for your business

The best customer experience – the kind that builds businesses and...

Overcoming the obstacles to optimized operations

Network-driven optimization is a top priority for many Canadian business leaders...

Thriving amid Canada’s tech talent shortage

With today’s tight labour market, rising customer demands, fast-evolving cyber threats...

Staying protected and compliant in an evolving IT landscape

Canadian businesses have changed remarkably and quickly over the last few...

Related Tech News

Tech Jobs

Our experienced team of journalists and bloggers bring you engaging in-depth interviews, videos and content targeted to IT professionals and line-of-business executives.

Tech Companies Hiring Right Now