BOSCloud: Providing Customers with a Different Value Experience Through Customer Lifecycle Management
Explore how BOSCloud established a customer engagement framework and invested in dedicated Customer Engagement Executives to serve as the customer advocate and help ensure SAP experts are collaborating to resolve customer pain points. Download the DocumentPUBLIC
BOSCloud Jiangsu Science and Technology Co. Ltd is an SAP gold partner in
China dedicated to facilitating digital transformation. With a highly skilled services
team of more than 30 SAP consultants, BOSCloud provides comprehensive
sales, delivery, and solution support.
Its customers highly value BOSCloud’s services expertise and as a result, they
were reluctant to transition to the post-sales resources after project completion.
This created instances whereby customers were not receiving proactive insights
to optimize their cloud solutions from SAP.
BOSCloud invested in dedicated Customer Engagement Executives and also
accelerated the introduction of these new resources once a sale was finalized.
Providing Customers with a
Different Value Experience Through
Customer Lifecycle Management
Picture Credit | Customer Name, City, State/Country. Used with permission.
BOSCloud Jiangsu Science and Technology Co. Ltd is an SAP gold partner in
China dedicated to facilitating digital transformation. With a highly skilled services
team of more than 30 SAP consultants, BOSCloud provides comprehensive
sales, delivery, and solution support.
Its customers highly value BOSCloud’s services expertise and as a result, they
were reluctant to transition to the post-sales resources after project completion.
This created instances whereby customers were not receiving proactive insights
to optimize their cloud solutions from SAP.
BOSCloud invested in dedicated Customer Engagement Executives and also
accelerated the introduction of these new resources once a sale was finalized.
Providing Customers with a
Different Value Experience Through
Customer Lifecycle Management
Picture Credit | Customer Name, City, State/Country. Used with permission.
89395enUS (23/09) © 2023 SAP SE or an SAP affiliate company.
sap.com/terms-of-use
“We now have a complete customer engagement methodology. We will continue to
work together with the SAP team to achieve customer success.”
Xinyan Jia, General Manager, Customer Care Department, BOSCloud Jiangsu Science and Technology Co. Ltd.
Enhancing Customer Experiences Through a Customer
Engagement Framework
Renewal rate
75%
Projects delivered in
the past 24 months
22
Featured Solutions
SAP S/4HANA Cloud, public
edition; SAP S/4HANA Cloud,
private edition; and SAP Field
Service Management
Products and Services
Cloud services and support
for SAP S/4HANA® Cloud
and the SAP® Filed Service
Management solution
Industry
Professional services,
high tech, and industrial
manufacturing
BOSCloud Jiangsu
Science and
Technology Co. Ltd.
Nanjing, China
www.boscloud.cn
Customer success
reference stories
7
Context: Bridging the Gap Between Sales, Delivery, and Post-Sales
Application management services (AMS) manager fulfilled the responsibilities of customer engagement,
which did not allow time to focus on innovation and best practices
Limited ability to offer tailored recommendations, as the AMS manager wasn’t part of the sales handover
and couldn’t fully understand the customer’s key business outcomes
How BOSCloud Adjusted to Accelerate Customers’ Time to Value
Partnership with SAP’s Partner Success Executive to establish a customer engagement framework and
investment in dedicated Customer Engagement Executives (CEEs)
CEEs to serve as customer advocates and help ensure SAP experts are collaborating in design thinking
workshops to resolve customer pain points
The Result: Maximizing Customer Success
CEEs serving as trusted advisors to their customers due to the formal onboarding and sales handover
process built into the customer success framework
Customers receiving individualized support from their dedicated CEE and following a proactive
engagement model
Increase in customer satisfaction, which resulted in the production of multiple customer success stories
sap.com/terms-of-use
“We now have a complete customer engagement methodology. We will continue to
work together with the SAP team to achieve customer success.”
Xinyan Jia, General Manager, Customer Care Department, BOSCloud Jiangsu Science and Technology Co. Ltd.
Enhancing Customer Experiences Through a Customer
Engagement Framework
Renewal rate
75%
Projects delivered in
the past 24 months
22
Featured Solutions
SAP S/4HANA Cloud, public
edition; SAP S/4HANA Cloud,
private edition; and SAP Field
Service Management
Products and Services
Cloud services and support
for SAP S/4HANA® Cloud
and the SAP® Filed Service
Management solution
Industry
Professional services,
high tech, and industrial
manufacturing
BOSCloud Jiangsu
Science and
Technology Co. Ltd.
Nanjing, China
www.boscloud.cn
Customer success
reference stories
7
Context: Bridging the Gap Between Sales, Delivery, and Post-Sales
Application management services (AMS) manager fulfilled the responsibilities of customer engagement,
which did not allow time to focus on innovation and best practices
Limited ability to offer tailored recommendations, as the AMS manager wasn’t part of the sales handover
and couldn’t fully understand the customer’s key business outcomes
How BOSCloud Adjusted to Accelerate Customers’ Time to Value
Partnership with SAP’s Partner Success Executive to establish a customer engagement framework and
investment in dedicated Customer Engagement Executives (CEEs)
CEEs to serve as customer advocates and help ensure SAP experts are collaborating in design thinking
workshops to resolve customer pain points
The Result: Maximizing Customer Success
CEEs serving as trusted advisors to their customers due to the formal onboarding and sales handover
process built into the customer success framework
Customers receiving individualized support from their dedicated CEE and following a proactive
engagement model
Increase in customer satisfaction, which resulted in the production of multiple customer success stories