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SAP Customer Experience Solutions

SAP Customer Experience: Boost Customer Engagement and Sell More

Shine at every touchpoint and turn customers into fans with SAP Customer Experience solutions

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Deliver a Personal Customer Experience to Everyone

Digitization has changed the game dramatically for marketing, sales, commerce, and service. Gone are the days when companies could rely on a “one size fits all” model to get their message across, convince their audience, and gain loyal customers. That’s why traditional customer relationship management (CRM) is transforming, too.

A coherent, convincing, and truly personal customer experience is what sets apart digital leaders from digital laggards. But how do you become a customer-centric company?

Integrate every customer-facing process – with SAP Customer Experience Solutions. This suite of solutions offers tailored software for marketing, sales, service, and a foundation to align all your customer data – compliant with the strictest data privacy and protection laws. Add to this the latest trends in machine learning and you have everything you need to create real-time engagement with every single customer.

84% of organizations

that improved their customer experience saw an uplift in revenue. (Source: Dimension Data, 2017 Global Customer Experience Benchmarking Report)

Cornerstone of the Intelligent Enterprise

If you’re looking for an end-to-end customer solution, you need a suite that can go the whole nine yards. SAP Customer Experience solutions are designed to modernize the sales-only focus of legacy CRM solutions, which means the relationship doesn’t stop when the order is processed.

Zeni Thakkar, Senior Director, Sales Solutions

An Integral Part of the SAP Strategy

“Intelligence is the ability to adapt to change.” What can we learn from Stephen Hawking’s words today? That in the digital age, a time of constant change, becoming an intelligent enterprise is the most important competitive factor.

An intelligent enterprise is based on instant, reliable insights derived from artificial intelligence and machine learning. And for SAP customers, the SAP Customer Experience suite plays a key role in this. In fact, customer experience is one of five strategic pillars of SAP’s future roadmap.

How Customer Centric is Your Company?

  • Can your employees from each customer-related line of business access up-to-date and comprehensive customer data?
  • Do you still rely on mass marketing or do you target an audience of one with personally relevant messages?
  • Can you analyze your sales performance in real time and react immediately?
  • Are buying experiences appealing and coherent across all channels?
  • Is your service able to not just solve problems, but actually turn dissatisfied customers into loyal ones?

If you answered ‘no’ to any of these questions, you should have a closer look at the SAP Customer Experience portfolio and our services.

What You Can Achieve with SAP Customer Experience Solutions

Gain a 360-Degree View of Every Customer

Everyone talks about putting their customers at the center of their business. Yet only a few really do – because customer centricity requires you to know just about everything on each and every customer. That’s where SAP Customer Experience solutions come into play: Bring together master data, buying history, individual needs and wishes, and even sentiments. You can then provide your teams in marketing, sales, service, and commerce with all the information they need to create an engaging customer experience.

Create and Analyze Individualized Marketing Campaigns

Based on dynamic customer profiles and supported by artificial intelligence, you can create segments and campaigns that fit perfectly to each individual. You can even optimize marketing campaigns while they run to adapt to your audiences’ reaction. Marketing no longer simply helps sales teams do their job, but contributes directly to new business.

Deliver the Right Solution at the Right Moment

It’s crucial for your sales team to quickly identify key decision makers and establish a complete understanding of customer objectives. SAP Customer Experience solutions fully equip your sales team by breaking down silos of customer information in the back office and delivering this data to your team through their mobile devices. Empower your sales reps with the information they need to know which customers to contact, how to address their pain points, and how to nurture each opportunity to completion.

Become a B2B or B2C Omnichannel Business

No matter whether you’re in B2B or B2C, our customers today expect a consistent buying experience that matches the way they buy online in their personal life using a range of devices. You need to find cost-effective ways to seamlessly provide opportunities for them to make purchases at every stage of their journey, no matter how complex the business. With SAP Customer Expereience solutions you create a complete omnichannel sales experience, connecting digital and traditional sales channels end-to-end. You can integrate suppliers, distributors, and partners and manage multiple business models from one single platform.

Retain Customers with High-Quality Services

In the past, service has often been considered a necessary evil to comfort disappointed customers. At best, it was a way to bind customers through long-term maintenance contracts. Today, service should and can be much more. With SAP Customer Experience solutions, you not only accelerate service processes and improve the first-time fix rate, but turn service before, during, and after a purchase into an opportunity to engage customers; and sell additional products. To do that, your call-center service specialists have access to complete, contextual customer information – and to B2C or B2B omnichannel data, too. So they know exactly which additional products will perfectly suit their customer. Field service technicians also have all data available to help them complete their tasks faster – even while at the customers’ location.

SAP Customer Experience Suite: Solutions, Key Benefits, and Features

SAP Sales Cloud

  • Improve sales performance: Streamline the entire sales process thanks to sales-force automation and spend more time selling.
  • Analyze activities in real time: Optimize performance management, quickly identify ineffective sales activities, and focus on the deals that are most likely to close.
  • Sell anytime and anywhere: Engage with customers at the right moment – even when on the go.
  • Individual, well-timed offers: Deliver personalized rebates and offers through every sales channel.

SAP Service Cloud

  • Resolve issues faster: Provide your service staff with relevant insights into customer information so they can quickly resolve issues and satisfy customers.
  • Support – and sell: After successfully dealing with your customer’s problems, provide them with relevant discounts and rewards.
  • Include social channels: Meet your customers where they want to be reached – by extending your customer service into social networks.
  • Service on the go: Give service managers and field service technicians access to every tool and all data that they need through smart devices.

SAP Commerce Cloud

  • Establish a B2C or B2B omnichannel strategy: Connect every sales channel – from online store to physical branch – taking care of orders regardless of where they come from.
  • Strengthen customer loyalty: Create a consistent, personal experience for your customers with relevant information and offers.
  • Coherent product information: Consolidate your product content and provide every customer and employee with reliable data – ranging from price to features.
  • Adapt your web store to customer insights: Analyze your customers’ intent and affinities and use this info to personalize their shopping experience.

SAP Marketing Cloud

  • Individualized marketing: Precisely define and target your audiences and determine the best products and messages for individuals – based on machine learning.
  • Get a 360-degree view of your customer: Go beyond marketing data and use information from sales, service, and commerce to become more relevant.
  • Analyze marketing ROI: Quickly and precisely identify successful and unsuccessful campaigns as well as communication channels and adapt them immediately.
  • Base marketing strategies on data instead of gut feeling: Get real-time insights into customer needs, budgets, expenses, and product availability.

SAP Customer Data Cloud

  • Turn web shop visitors into returning customers: Provide convenient registration options and social login to engage unknown visitors and encourage them to share data.
  • Gain trust: Give your customers full control over the data they want to share and increase retention.
  • Simplify compliance: Automatically comply with EU-GDPR without having to launch huge data privacy initiatives.
  • Enrich customer profiles: Gain granular control of all customer accounts from a central location.


Improve CX by Giving Customers Greater Online Access and Control

The more technology evolves, the more customers demand that it help them increase control in their relationships with companies. This trend is especially true for B2B customers, who need convenience to gain flexibility in how they spend their valuable time.

Get the playbook
Solution Brief
Improve Your Customer Service Management

Learn how SAP Service Cloud, automation, and self-service options can boost customer satisfaction – in this NTT DATA Business Solutions solution brief.

Download now
Solution Brief
How to Sell More Effectively with SAP Sales Cloud

Find out how you can keep ahead in every step of the buying journey and align your sales processes with customer needs.

Download now
Solution Brief
How to Engage the Empowered Customer with SAP Marketing Cloud

With SAP Marketing Cloud you can identify individual customer needs and automatically create and deliver personalized campaigns.

Download now
Expertise Brief
Find In-Depth Information on SAP Sales Cloud and SAP Marketing Cloud in Our Buyer’s Guide

If you want to learn more about SAP Customer Experience solutions and how they can benefit your company, download the NTT DATA Business Solutions buyer’s guide.

Download now

How We Can Support You

Our expert consultants ensure seamless implementation of all the SAP Customer Experience solutions you need: from the former Gigya software now called SAP Customer Data Cloud, to the SAP Customer Experience solutions (formerly SAP Hybris solutions), to integration into your existing CRM systems.

As one of the first SAP partners for SAP Hybris and Gigya, we know the needs and challenges of today’s customer-focused business in B2B as well as in B2C. And we are at your side every step of the way of your IT project – worldwide.

Our experience with the implementation of SAP systems goes back 30 years. More than 10,000 customers worldwide use solutions that we have integrated. Our experts are available at locations in 25 countries, and our partnership with NTT DATA Group makes our network more powerful than ever.

NTT DATA Business Solutions has been a regional SAP Hybris Gold Partner since 2017.

How Our Customers Benefit From Us

Servimed implements SAP ERP and SAP Commerce B2B

Servimed chose NTT DATA Business Solutions for the re-implementation of SAP Suite on HANA (ECC) and SAP Commerce B2B due to its expertise in complex projects in this market.

Missguided Customer Portal, an NTT DATA Business Solutions complementary SAP solution, was implemented to enhance the B2B customer experience in the fast-paced world of women fashion.


With the integration of SAP Cloud Platform and the cloud-based application, SAP Sales Cloud, at KLAFS customer relationships are strengthened, sales opportunities are identified at an early stage and revenue is increased on a lasting basis.

Smyths Toys

NTT DATA Business Solutions’ strategy for the rollout of new SAP Commerce Cloud websites across Smyth’s central European region ensured rapid completion and cost efficiency, with minimal interruption to services.

Styria Media Group

To achieve efficient processing of incoming payments as well, an interface was set up between the SAP system and the payment providers, enabling seamless payment assignment to the sales order.

Customer Experience
Qualtrics + Commerce: Why Experience Management (XM) Matters

SriSahana Pidikiti | Aug 19, 2021

Application Managed Services
Run your SAP CX Suite Cost-Effectively with Proactive AMS

Andy Biswas | Aug 02, 2021

Customer Experience
Improve CX by Giving Customers Greater Online Access and Control

Bob Meyer | Jul 14, 2021

Customer Experience
Driving CRM Adoption for the Sales Team

Satyavrat Rastogi | Jun 24, 2021

Customer Experience
3 Lessons on Survival and Success During Uncertain Times: Why You Need a Commerce Cloud Solution

Bob Meyer | Jan 04, 2021

Customer Experience
The Top 5 Budget Initiatives for 2021

NTT DATA Business Solutions | Dec 16, 2020

Customer Experience
SAP Service Cloud New Features – Fast and Reliable Across Channels

Goutham Telukuntla | Dec 14, 2020

Customer Experience
Key Improvements Needed in Field Service Management

Satyavrat Rastogi | Nov 10, 2020

Customer Experience
Why You Should Focus on e-business, Not Just e-commerce

Steve Niesman | Oct 30, 2020

Customer Experience
SAP Sales Cloud New Features – Smarter and Faster

Satyavrat Rastogi | Oct 21, 2020

Customer Experience
The Generational Impact on Customer Experience

NTT DATA Business Solutions | Sep 23, 2020

Customer Experience
Positive and Negative Effects of Amazon on Customer Experience

NTT DATA Business Solutions | Aug 17, 2020

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Speak to Us Today

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