Customer Engagement Solutions Offerings
Centering Business Objectives on Consumer Needs
Synchronizing an organization’s goals around customer needs is very crucial for an organization’s business agenda. Marketing, Sales and Customer Service are some of the integral customer-facing aspects that required systematic support. Such teams must utilize end-to-end enterprise platforms, replete with deep-seated customer insight and personalized engagement to distinguish oneself from competitors.
Kaar helps in crafting a distinctive experience at every step of the customer’s journey by empowering the marketing, sales and customer service teams with SAP CRM to emerge over today’s knowledgeable customer base effectively.
The core focus of the marketing department is enhancing customer acquisition. SAP CRM tries to boost this with a tri-fold approach. This includes software led Campaign Management activities such as e-mail, phone and other customer engagement techniques. Trade Promotion Management involves solution weaved around facets such as sales forecasting, planning and budgeting, predictive modeling and optimization, execution and monitoring, settlement and post event analysis. Segmentation is also a significant process that includes segregating of customers/leads/opportunities into appropriate classifications. This assists with the effective use of time and resources with a well-defined marketing strategy.
Sales involve functions such as Order to Cash Cycle (OTC) excluding the logistics entity. The main areas of the SAP CRM Sales module include order management, quotation management, contracts management and other sales related activities. Billing is another important component that consists of the invoicing of the orders created. In fact, SAP CRM is specifically suited for service related Billing.
Service and Customer Interaction Center
SAP CRM’s Service module encompasses most activities that are involved in SAP ECC’s SM & PM Modules. They include Service Order Management, Repairs & Returns Management, Service Contracts Management and Equipment and Installed Base Management. SAP CRM also has a very sophisticated call-center management system called the Customer Interaction Center (IC). The latest IC Web client, completely web-based software is used for Call Center Management. This solutions package interacts with SAP CTI (Computer Telephony Integration) module for managing inbound and outbound calls.
SAP Customer 360 (CRM powered by SAP HANA)
SAP 360 Customer delivers transaction, text and analytics processing on a CRM platform powered by SAP HANA. This revolutionary customer engagement suite includes integrated application services, key enterprise capabilities, disaster recovery, integrated text analytics and key OLTP optimizations.
SAP 360 Customer allows businesses to interact with customers, evaluate customer behaviour and complete transactions in real-time. It has the capacity to create a 360 degree profiling of a customer via a mix of transactional data, social networks and other data sources.
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