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SAP SE introduced of a new suite of applications, SAP C/4HANA, to help businesses serve and retain customers. SAP also announced the SAP HANA Data Management Suite, a comprehensive data management solution that reportedly enables companies to turn data sprawl into business value.
SAP C/4HANA Extends SAP's Business Solutions
SAP C/4HANA is an integrated offering designed to modernize the sales-only focus of legacy CRM solutions. Following the completed acquisitions of Hybris, Gigya and CallidusCloud, SAP now ties together solutions to support all front-office functions, such as consumer data protection, marketing, commerce, sales, and customer service.
Building on the company’s reputation as an end-to-end business solutions provider, the new SAP C/4HANA suite will offer full integration with SAP’s business applications portfolio, led by ERP suite, SAP S/4HANA. The combination of assets features machine learning capabilities from SAP Leonardo, a set of intelligent technologies the company introduced last year, as well as the new SAP HANA Data Management Suite, which enables companies to gain visibility and control of their highly distributed data. The company’s overall strategy, focused on helping businesses run as intelligent enterprises, highlights the demand for a balanced approach to automation in the workplace.
Expanding its customer service solutions offerings, SAP also announced it has acquired Switzerland-based Coresystems FSM AG to improve field-service customer experience, especially in the manufacturing, energy, high-tech, and telecommunications industries. Coresystems’ platform service provides real-time scheduling for customer-service requests and uses artificial intelligence-powered crowd-service technology. This broadens the service technician pool to include company employees, freelancers, and industry partners to assign the best-qualified technician to each call by taking into account expertise, location and availability of the individual service expert.
These announcements come on the heels of Europe’s new General Data Protection Regulation (GDPR), which took effect on May 25. The massive regulatory change has caused businesses to take a critical look at their legacy CRM investments.
Ralph Rio, ARC Advisory Group, commented, “Enterprise software suppliers like SAP are extending the CRM application to include field service. This helps improve the users’ revenues for aftermarket services, customer satisfaction, repeat sales, and net promoter score.”