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Omnichannel Customer Experience

Deliver a unified customer experience with omnichannel engagement

Create personalized, in-context offers at the moment of decision, and provide exceptional service in store, online, and on mobile devices.

Commerce Management and Personalization

Drive your business strategy and win with an industry-leading omnichannel commerce platform.

Retail Store Management

Attract customers by blending online and physical experiences with new technologies.

Omnichannel Sales Order Management

Buy anywhere and fulfill anywhere by optimizing omnichannel sales order management.

Customer Service

Deliver an omnichannel customer service experience to exceed customers’ expectations.

Customer Experience Management

Manage your customers' experience across the entire engagement cycle.

Commerce Management and Personalization

Give your customers a better shopping experience and win their loyalty by relying on an industry-leading omnichannel commerce platform.

SAP Commerce Cloud

Market to an audience of one by creating targeted and highly personalized omnichannel customer experiences in real time. Improve the relevance of experiences with a 360-degree view and analysis of the customer.

Product content and catalog management

Empower business users to manage product content across channels and geographies.

Search and navigation

Improve personalization with search and navigation experience solutions for your customers.

Context-driven foundation

Create, maintain, and continually extend real-time customer profiles from commerce storefronts and other data sources.

Context-driven customer recovery

Create, schedule, and measure effectiveness of cart re-targeting campaigns to win back visitors who have abandoned their shopping session.

Context-driven merchandising

Automate the promotion of relevant goods and services driven by business goals and customer behavior.

Context-driven segmentation

Enable commerce personalization through real-time micro-segmentation.

Retail Store Management

Merge online and physical shopping interactions, attract consumers, and offer a superior buying experience by using the latest technologies.

SAP Omnichannel Point-of-Sale by GK

Connect with your customers where they shop – whether it’s in the store, on the go, or through your Web store – and deliver personalized and consistent promotions with a single common view of your customer.

SAP S/4HANA Retail for merchandise management

Build the digital core of your future value network – which connects your workforce, suppliers, consumers, and the Internet of Things (IoT) in real time – to capture every opportunity and increase business value.

Store merchandise and inventory

Build customer loyalty and boost sales using real-time inventory data to fill customers' merchandise needs.

Store management with RFID

Use RFID to digitalize and automate the execution of routine store business processes for increased efficiency.

Omnichannel POS

Maximize your revenue potential by delivering an outstanding omnichannel shopping experience.

Mobile POS

Improve interactions with your customers and turn the point of decision into the point of sale.

POS data transfer and audit

Transfer and audit point-of-sale data for more efficient decision-making.

Mobile offers and coupons

Get closer to your customers by providing them with personalized mobile coupons and offers.

Omnichannel Sales Order Management

Manage and process customer orders from any channel and intelligently source orders and promise inventory from anywhere in the supply chain.

SAP Commerce Cloud

Engage customers on their mobile device with targeted and highly customized experiences in real time with a comprehensive view and analysis of the customer.

SAP Customer Activity Repository

Collect, cleanse, and centralize your customer and point-of-sale data in real time. Prepare cross-channel data for analysis, as well as consumption by other applications, while accelerating retail analytics and planning capabilities.

Order sourcing and product availability

Create flexible assignments of demand to supply, supporting order management from anywhere.

Omnichannel inventory visibility

Achieve a near real-time view on inventory with omnichannel inventory visibility using CAR.

Omnichannel price and promotional offer execution

Calculate sales prices and promotional offers for shopping carts in respective sales channels.

Sales order management and processing

Support frictionless order processing from quote to cash.

Sales billing

Manage the complete sales order lifecycle for faster billing with less administrative effort.

Claims, returns, and refund management

Accelerate complaint and returns processing with optimized claims and refund management.

Receivables management and payment handling

Manage receivables, payments, and reporting of high volumes of financial transactions with SAP S/4HANA.

Credit and collection management

Tailor credit decisions and collection management processes to customer profiles with SAP S/4HANA.

Customer Service

Exceed customer expectations by delivering a personalized, omnichannel customer service experience.

SAP Service Cloud

Personalize your omnichannel service experience by empowering agents with a complete customer view. Improve your first-time fix rates in the field by giving technicians the data and tools they need to help each customer.

Customer engagement

Engage your customers on their buying journeys through omnichannel communications and service.

Service request management

Solve customer issues in one interaction with service request management.

Knowledge management

Ensure issue resolution on first contact with effective knowledge management and access to information.

Service collaboration

Bring company experts together to solve customer issues with service collaboration.

Service management analytics

Gain real-time insight into service performance with powerful analytics and intuitive dashboards.

Customer Experience Management

Manage your customers' experience across the entire engagement cycle.

SAP Qualtrics Digital CX

With the SAP Qualtrics Digital CX solution, you can see the entire customer journey across multiple channels and touch points on a single platform.

Digital customer experience management

Provide a streamlined customer experience across all digital touch points.

Experience management for sales

Increase loyalty, improve sales force productivity and close more deals through a better understanding of your customers’ behavior.

Experience management for service

Turn your customer support channels and teams into the primary driver of customer satisfaction.

Get the facts

13 %

higher cross-selling and up-selling through greater customer insight.

58 %

increase in cross-sell and up-sell revenue when customer-facing employees have ready access to product and competitive information.

29 %

improvement in operating margin when monitoring sales trends and proactively addressing revenue shortfalls.

See how customers are succeeding with SAP

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