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SAP cracks open customer habits

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SAP has announced new integrated digital enterprise technologies that are intended to transform the relationships companies have with their customers.

SAP plans to unleash a powerful portfolio of SAP hybris tools that are envisioned to enable in-the-moment customer profiling, digital commerce and community development, empowering an organization’s front office to stay connected with the frequently shifting needs of its customers and prospects and enabling companies to go beyond customer relationship management (CRM) into a new era of digital connectedness, customer service and support.

“Companies can no longer rely on the costly, siloed systems of yesterday to engage with their customers, who are savvy, multidevice digital natives. They want their needs understood and met — right now and every time,” said Bill McDermott, CEO of SAP SE. “Legacy cloud-based CRM technologies create business complexity because their foundations predate the rise of social media and mobility. Companies today need innovative, integrated solutions that simplify the front office, making them easy to do business with and fostering greater customer engagement.”

In today’s digital world, businesses need to connect the front office and back office in real time — linking people, inventory, supply chain, pricing and customers together. This means that the new front office must go beyond the traditional marketing, sales and service automation functions and include integrated, real-time personalization, Web and mobile commerce, social customer service and more. Planned tools from SAP are envisioned to simplify the front office, helping businesses get a single, contextual view of their customers while giving each customer a consistent, personalized experience across all channels.

SAP hybris Profile Aimed to Derive Insights into Customer Habits

The planned SAP hybris Profile solution is intended to serve as the customer-centric foundation of the system, capturing all interactions, contexts and behaviors to create a continually evolving and dynamic profile of the customer. With these insights, the system is envisioned to surface actions for real-time, one-to-one engagement with every customer across all touchpoints. Specifically, SAP hybris Profile is planned to:

  • Create a real-time dynamic profile of customers
  • Capture customer interactions, contexts and behaviors
  • Enable businesses to deliver a new wave of customer experience capabilities
  • Continuously enrich the profile
  • Feature specialized design for maximum flexibility and massive scale

“The Yankees use the most modern technology available to engage with our fans, wherever and however we can,” said Mike Lane, vice president and CIO, Technology & Broadcasting, for the Yankees. “Solutions like the ones SAP envisions can help sports organizations deliver consistent and contextual experiences across every channel and touchpoint, which is exactly what our fans have come to expect from us.”

SAP hybris Customer Experience for Cross-Touchpoint Experiences

SAP hybris Customer Experience software is envisioned to be the omnichannel delivery capability of the future, offering the visual contextualization of the customer’s experience. The solution is planned to offer:

·       A next-generation, responsive omnichannel content management system

·       Management and delivery of dynamic, targeted, consistent content, offers, products and service interactions

·       A focus on cross-touchpoint real-time optimization and context

·       A tool set for customers and partners to develop experiences for a variety of uses

·       Integration with other SAP hybris products for simplified deployment and management of integrated experiences

“We are now in an era where customer engagement is a top-of-mind initiative for businesses across the spectrum,” said Paul Greenberg, president of The 56 Group and author of CRM at the Speed of Light. “Reimagining CRM, finding ways to interact in a more personalized way with customers and being able to understand how a customer is thinking and acting so that intelligent actions can be taken is the way of this new world. SAP’s focus on this is smart — very smart in fact — and makes the choices that customers have when it comes to technology that much richer.”

SAP hybris as a Service on SAP HANA Cloud Platform Envisioned as Platform for Innovation

Intended to become the modular business microservices layer for the planned SAP hybris front office on SAP HANA Cloud Platform, SAP hybris as a Service is envisioned to help customers to stay ahead of the curve by providing community, autonomy and simplicity. Planned features include:

·       Innovation in the cloud and integration with SAP hybris applications

·       An ecosystem of solution providers accelerating innovation with low cost and low barriers to implementation

·       Microservices to administrate functionalities

·       A cloud delivery model for frictionless and cost-efficient consumption of functionality

“SAP hybris as a Service is envisioned to offer a wide range of diverse business services, further simplifying the front office and driving a stronger community for customer engagement,” said Scott Mager, customer engagement and commerce practice leader, Deloitte Digital. “SAP hybris as a Service is intended to offer easily digestible packages for fast integration, and to help us take the companies we work with beyond CRM.”

Broad Ecosystem Support 

Recognizing the opportunity, many leading SAP partners are at the forefront to help turn the SAP vision into a reality. Thousands of professionals from global consultancies and agencies such as Accenture, Capgemini, Deloitte Digital, IBM and Publicis.Sapient are being trained and certified on SAP solutions for customer engagement and commerce. SAP is also collaborating closely with a strong set of software partners, including DocuSign, GENBAND, OpenText and Sprinklr, with the aim of integrating key technologies with its newest solutions to unlock even more value for its customers in the areas of electronic signatures, real-time communications and the management of digital assets and social campaigns.

“We started Nestlé’s journey into personalized consumer and customer experiences, and we are orchestrating this complex digital ecosystem on the foundation of SAP solutions for customer engagement,” said Filippo Catalano, chief digital operations officer, Nestlé. “This enables us to engage our brand prospects throughout their own unique journey, from insights to advocacy, building our great brands further via real-time, tailored interactions, on a suite of scalable solutions that better serve our digital ambitions.”

SAP HANA Cloud Platform is an open platform as a service providing unique in-memory database and business application services that enable customers to easily extend SAP applications and integrate with other cloud applications. To support the growing demand for innovative business process differentiators beyond CRM, SAP now offers the SAP Cloud for Customer solution bundled with SAP HANA Cloud Platform to enable companies to rapidly implement projects for fast ROI.

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Huawei goes ultra-premium

Porsche Design and Huawei have launched the Porsche Design Huawei Mate RS in South Africa exclusive to MTN and retailing for R 26 459.

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The Porsche Design Huawei Mate RS boasts features like the world’s first dual fingerprint design, including an in-screen fingerprint sensor, the world’s first Artificial Intelligence (AI) processor and Leica triple camera with 40MP image capture.

“After the overwhelming success of the Porsche Design Huawei Mate 10 Pro in South Africa, we now bring you our latest offering, a perfect blend of innovation in a smartphone and luxury design,” said Likun Zhao, Vice President of Huawei Consumer Business Group Southern Africa. “From three-point security feature including facial recognition, rear fingerprint scanner and the new innovative in-screen fingerprint to the Leica triple camera system. it culminates in an unprecedented experience for our customers.”

The device incorporates Porsche Design’s signature design language and Huawei’s breakthrough technology.  The phone has a 6” 2K curved OLED screen and symmetrical look, minimalist feel and 8-edged 3D curved glass body.

High performance is symbolised by the naming of the smartphone: the term “RS” in the world of Porsche motorsport stands for outstanding racing performance.

Huawei provided the following information on The Porsche Design Huawei Mate RS benefits and features :

·         The world’s first dual fingerprint scanner for enhanced convenience, allowing users to wake and unlock the device simply, thanks to an in-screen fingerprint sensor. Hover to wake the device, touch to unlock it

·         The winning combination of Leica triple camera with 40MP RGB sensor technology and exceptional photography powered by Master AI. This combination puts effortless, eye-catching photography at the fingertips of those looking to immortalise their favourite moments. Combined with 5 x hybrid zoom, and the world’s first AI image stabilisation on a smartphone camera ensures photography lovers can capture the best shots with exceptional clarity in almost any situation

·         The Porsche Design Huawei Mate RS is the first Huawei handset to allow quick wireless charging, making it even easier to keep the phone topped up and ready to go and, thanks to its long lasting battery, users will easily be powered through the busiest of days

·         An ‘intelligent’ smartphone, the powerful AI processor automatically tailors the performance of the phone according to how it is used – constantly learning, understanding and anticipating needs, it is the perfect personal assistant for the pocket

·         256GB of internal storage means those constantly on the go and constantly on their phone can be worry free

·         Dual SLS (super linear system) speakers with DOLBY ATMOS enable users to have a superior experience, with the best immersive surround sound and entertainment on the go

·         Splash, water and dust resistant, which means there is no need to worry about damaging the device in the rain or accidentally dropping it in water

Jan Becker, CEO Porsche Design Group, said: “Both Porsche Design and Huawei seek to imagine and develop products that stand for precision and perfection, intelligent functionality and highly sophisticated design. Our aim was to create an outstanding device that goes one step further. We believe we have reached this goal by taking our partnership to the next level.”

Porsche Design and Huawei have worked in tandem to develop a smartphone that fuses together the two brands’ DNA, wealth of experience in design and technology, industry-leading expertise and exceptional performance. Through the use of colour in the device’s body, software themes and accessories, the new handset is accentuated with Porsche Design’s distinguished aesthetic and purist, minimalist feel.

The Porsche Design Huawei Mate RS will be available to purchase exclusively from MTN at R 26 459.

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Cross-channel chat launched

Clickatell has launched a cross-channel live chat service, Touch Go, that transforms omni-channel customer care.

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It enables live chat across a company’s website as well as social platforms (Twitter and Facebook) and mobile apps, bringing customer care and engagement into a single business platform.

“Today’s consumers expect to engage with your brand on the digital channel of their choosing,” says Deon van Heerden, Clickatell Engage CEO and Group CFO. “They want to message your business and instantly have queries resolved, find the information and services they are looking for, without the need for a voice call. Clickatell’s Touch Go makes that happen with the right level of capabilities for businesses of all sizes.”

Businesses can start using Touch Go immediately, with a free Starter option. Touch Go requires no credit card for sign-up and is fully featured with a simple setup process. It offers customisable branding, a unified chat desk business application as well as reports and analytics.

As the business scales up its digital customer care, it can opt-in for the Touch Enterprise offering. Touch Enterprise is designed for scaling up customer care efforts through advanced capabilities including AI driven virtual agents, sentiment analysis, automated workflows, enterprise integrations and in-channel mini-applications.

“Customer care has become a defining factor for sustained business success ” says Nirmal Nair, Clickatell Engage EVP Product & Marketing. “In an ever-increasing mobile native world, customers often choose to interact digitally, but they also expect to be able to reach a human immediately, should they need. Monitoring multiple channels and providing immediate action becomes challenging with siloed deployments. Touch’s unified solution allows businesses of all sizes to provide the customer delight in a simple modular approach.”

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