Stay Ahead of Your Online Customers via SAP Commerce Cloud (5 plus reasons)
If the customer that buys a product or service is made to feel valued, in a genuine way, then the likelihood of them buying further products or services is vastly increased.
For corporations, this can be a challenge though. How can we know every facet and preference across the whole customer base and create a unique experience?
Why CX Technology?
What is really required in the modern world is technology that truly understands how the customer engages with a business. Technology that can analyse and predict patterns and behaviours. By harnessing this type of technology the benefits are twofold.
To begin with, we can start to automate the processes that are on the lower end of the value spectrum. The tasks that don’t need to be carried out by a human because they don’t necessarily involve a need for direct contact with the customer.
Secondly, we can start to engage with our customers in the way they wish to be engaged with. They can engage with people who now have the time to do this as their low-value tasks have been automated.
Why SAP Commerce Cloud?
SAP has identified this challenge and created a range of products that help businesses meet this challenge. The SAP Commerce Cloud is one such product. It is aimed towards companies that sell products online, but may also have a traditional “bricks and mortar” presence.
SAP believes that the customer experience should be based on the principles of listening to the customer, understanding their intentions, deciding on the best course of action for them and responding quickly to their needs.
In order to create a tailored experience, SAP Commerce Cloud includes a range of technologies to individualize the online journey. For example, translation services will detect the local language of the customer and deliver pages that are enhanced according to language nuances. The technology also encompasses behaviour analytics that is able to sense at what stage a customer is at in the buying process. This may influence the information that is presented to the customer, for example, if the customer is simply researching products there may be more emphasis on product data over pricing.
Looking at the concept of being able to respond quickly to a customer’s needs, the Commerce Cloud has capabilities that allow vendors to quickly take new products to market. Approval processes can be built into the software so that approval hierarchies can review new product content before it is pushed out live on the platform.
Choice is another large part of SAP’s approach in the Commerce Cloud. The technology provides process driven choices for customers so that they can determine whether to have the products delivered or alternatively, they can take a “click and collect” approach if the vendor has a traditional brick and mortar outlet.
Furthermore, SAP Commerce Cloud is:
- Feature-rich commerce platform that includes all components needed for personalized commerce experience and end-to-end commerce processes.
- Providing robust configurable capabilities and extension framework based on microservices that enable you to differentiate, extend, test, and innovate to drive conversions.
- Time-to-value accelerator with built-in industry-specific capabilities beyond Retail, including: Financial services, travel, telco & media, and public sector.
- Ready to support many different go-to-market models: Direct to consumers (B2C), indirect via distributors or resellers (B2B2C), or selling to organizations (B2B).
- Providing many pre-built integrations to SAP S/4HANA, SAP ERP, SAP Marketing Cloud, SAP Customer Data Cloud, SAP Service Cloud, SAP Digital Payment, and many others.
These features and the others in SAP Commerce Cloud allow a contextual experience for the end consumer that ensures they feel valued and relevant. It is only by creating this unique customer experience can vendors compete intelligently with their rivals.
Anodius, as a SAP certified partner, offers full CX life-cycle services based on SAP platform. Do not hesitate to contact us for any questions. We will be happy to provide your with further details.
Tomas Jancik, Partner – Consulting Services