Creating customer experiences that transcend expectations with SAP solutions

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A new era of customer experience

To grow your customer base and build customer loyalty requires going beyond the standard of a simply positive customer experience. A truly superior customer experience—the kind that can differentiate your business and drive profits—is intelligent, integrated, and instant.

Combining SAP tools with the right guidance, your business can create customer experiences that transcend expectations, uncovering value that will improve outcomes and drive unprecedented customer loyalty.

Customer experience leveraging C/4HANA

Four underlying principles enable a superior customer experience

At its heart, the Intelligent and Integrated Customer Experience is about exceeding your customers’ expectations and showing that you know them in a personal way. There are four key principles that must be present in order to qualify as a superior customer experience:

Consistent and contextual: customer experiences are consistent and contextual across all channels and devices.

Convenient and secure: all channels are supported with access anytime, anywhere, and fast.

Seamless and integrated: navigation is intuitive and without hassle across all channels.

Personalized in real time: the right experience is delivered to the right customer in the right way.

Leveraging C/4HANA

The CX journey must become central to the success measurement of every arm of your organization. Enterprises using SAP solutions are uniquely positioned to make the successful transformation to reimagining customer engagement.

SAP C/4HANA is the industry’s first inclusive data management solution that enables companies to channel data sprawl into actual business value. By integrating big data, machine learning, and micro-services, C/4 unlocks real-time customer engagement to deliver simplified, real-time, intelligent customer experiences across business channels, fostering long-lasting and trusted relationships between customers and brands.

SAP C/4HANA inclusive data management solution

SAP solution architecture

A holistic transformation includes a combination of SAP’s C/4 HANA, and S/4 HANA – all accessible from the cloud.

  • Sales Cloud: Sales force automation, configure and price quote, sales performance capabilities
  • Service Cloud: 24/7/365 service, automation to free up agents to handle more complex issues
  • Marketing Cloud: a single customer view to gain deep insights and deliver individualized experiences
  • Commerce Cloud: a consistent, personalized and content-rich commerce experience
  • Data Cloud: secure, accurate data allows for relevant, contextual experiences

How PwC can help

We work closely with our clients to help them define and exceed their CX goals. We uniquely begin with a rapid “Discover” phase to determine the business case, establish the CX vision, perform a “proof of value” and create a customer value realization schedule using a design-thinking approach. We use an AIRe approach to ensure that our clients can realize their desired CX future-state.

SAP Pinnacle Award-Winning Partner

We are honored to be selected as a winner of this year's SAP Pinnacle Awards:

  • SAP SuccessFactors Partner of the Year — Large Enterprise category
  • Public Cloud for SAP S/4HANA Partner of the Year category

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Contact us

Rich Sernyak

Rich Sernyak

Partner, US SAP Alliance Leader, PwC US

Chris  Beiswenger

Chris Beiswenger

Partner, US SAP Practice Leader, PwC US

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