SAP CX: digital solutions for optimal customer experience

Place the customer at the center of your business processes.

Improve the customer experience with SAP Sales Cloud, SAP Service Cloud and SAP Field Service Management.

Meet your entrepreneurial challenges and develop innovative business models: Atos and SAP Customer Experience (CX) put the customer at the heart of your business. Create complete visibility across customer interactions and communication channels in sales and service. Provide your team valuable insights for proactive measures and a complete overview on your sales data.

As intuitive cloud solutions, CX products can be implemented quickly and cost-effectively.
With the Atos addons simpleCustomer, simpleQuality and simpleKnowledge, you can maximize the potential of the CX products.

Inspire customers: Be a winner in digitization with SAP CX

Your benefits at a glance

Challenges:

Decreasing product differentiation

Increased customer needs

Acceleration of time to market

New, technology-driven business models

Solutions:

Platform for differentiation based on customer experience

More self-service

Improved agility through scalable platform

Platform for innovative business models

Stand out from competitors with your tailored SAP Customer Experience solution

Optimize your customers’ shopping experience with SAP Sales Cloud and increase your revenue through more efficient sales processes. The cloud solution supports employees with quotes, contracts, incentives and sales territory management.

start now with SAP Sales Cloud

Benefit from these features:

  • Lead and opportunity management
  • Intelligent forecasting & dashboards
  • Quote and order management
  • Activity and visitor management
  • Surveys
  • Customer and contact management
  • Partner and competitor information
  • Product and price maintenance
  • Integration into ERP systems

SAP Service Cloud puts the focus on customer care. Offer your customers a unified source of omni-channel services and empower your service teams to respond to increasingly complex customer inquiries in a timely and context-sensitive manner. The cloud solution breaks down silos to harmonize customer contact and back office processes.

start now with SAP Service Cloud

Benefit from these features:

  • Integrated service across all channels and devices
  • Service desk for ticket management
  • Automated ticket classification using artificial intelligence
  • Repair assignments for engineers including dispatching
  • Regular maintenance planning
  • Service contracts
  • Integration of groupware, telephone systems and social media
  • Reporting and dashboards
  • Integration into ERP systems

Optional extensions:

  • Vulnerability analysis using a service cockpit (SAP Analytics Cloud)
  • Predictive maintenance

SAP Field Service Management (FSM) enables you to respond to customer requirements in real time – through customer self-service and simplified planning of on-site visits. A mobile app streamlines technical and maintenance tasks, while analytics and dashboards help you stay on top of things.

start now with SAP Field Service Management (FSM)

Benefit from these features:

  • Native mobile app for field service with offline functionality
  • Order data, activities, expenses and checklists
  • Intelligent engineer dispatching
  • Customer and equipment overview
  • Self-service for customers enables guided ticketing
  • Extended checklists
  • Integration in ERP systems
  • Integration in SAP Service Cloud

Atos packaged solutions cover the value chain end-to-end:

Shorter implementation time periods with Atos smartStarter for SAP CX

Organizational model

Setup of organizational model and authorizations (5 roles included)

Customers and contact persons

Management of prospect and customer data and the corresponding contact persons

Products and prices

Management of products and price lists

Lead-to-Quote

Implementation of a sales process consisting of lead, opportunity and quote

Activities

Management of appointments, visits, e-mails, calls and tasks including synchronization with MS Outlook

Key user training

One-day training for handling the SAP Sales Cloud for up to 10 key users

Reporting training

Two-day training for reporting and dashboards for up to 5 key users

Migration training

One-day data migration training for up to 3 IT administrators

Organizational model

Setup of the organizational model and authorizations (5 roles included)

Customers and contact persons

Management of prospect and customer data and the corresponding contact persons

Products and prices

Management of products and price lists

Ticket center

Implementation of an e-mail channel, Facebook and Twitter as well as a ticket handling process

Activities and surveys

Management of appointments, visits, e-mails, calls and tasks including synchronization with MS Outlook and implementation of surveys

Key user training

One-day training for handling the SAP Service Cloud for up to 10 key users

Reporting training

Two-day training for reporting and dashboards for up to 5 key users

Migration training

One-day data migration training for up to 3 IT administrators

Organizational model

Setup of authorizations (3 roles included)

Customers and contact persons

Administration of customer data and the corresponding contact persons

Installed base

Management of installed base

Self-service

Setting up self-service chatbot

Field operations and Smartforms

Management of field operations and use of Smartforms

Key user training

One-day training for handling the Field Service Management Cloud for up to 10 key users

Smartform training

One-day training for Smartform creation for up to 5 key users

Migration training

One-day training on data migration for up to 3 IT administrators

The advantages of the Atos smartStarter implementation methodology at a glance:

Quick deployment
2-3 months

Individually customizable
customer-specific in SAP Standard

Work packages
with clearly defined contents

Traceability
directly in the system

The Atos solutions simpleCustomer, simpleQuality and simpleKnowledge

Extend SAP CX with our proven customer solutions for data quality, customer management, integrated knowledge base, machine data processing and quotes.

simpleQuality

Intelligent data management system that helps your end users meet defined quality guidelines while recording business data. The traffic light system gives you a precise overview of whether your data is complete, correct and up to date.

simpleCustomer

Comprehensive solution that helps you to obtain all relevant information about your customers. As a result, customer conversations can be conducted in a goal-oriented and structured manner without any loss of time.

simpleKnowledge

Structured solution database that enables you to capture knowledge articles directly in the service cloud for frequently occurring problems. This enables employees to access this information and find solutions more quickly.

Contact

Do you have questions about SAP CX or one of our solutions? Please contact us to arrange a demo session.

Your Expert

Wladimir Friess

Head of SAP CX Germany
Phone: +49 211 399-32656

 

Our Experts

Wladimir Friess

Head of SAP CX Germany

Phone: +49 211 399-32656
Follow or send him a message:
Linkedin | Twitter | Mail

Anne Lubig

Presales/Solution Architect CX

Phone: +49 211 399-47105
Follow or send her a message:
Linkedin | Twitter | Mail

Alexander Fey

Subject Matter Expert Field Service Management

Phone: +49 211 399-31635
Follow or send him a message:
Linkedin | Twitter | Mail

Designing meaningful customer experience

How SAP CX solutions help you increase revenue

Use the advantages of Customer Relationship Management (CRM) to connect with your customers. With contact management, customer interaction management and lead management, you are well prepared for any customer inquiry. Create the best possible customer experience – assisted by advanced features like CRM automation, customer analytics and groupware integration.


With the SAP Sales Cloud, the sales department can use its tablet to access all customer and product data both in the office and when visiting customers on the move. They can act faster and respond proactively to customer requests and thus sell more.


With SAP Service Cloud – Customer Service, you offer your customers a consistent and unified experience across all channels.


Find the right engineer quickly with SAP FSM to support your customers in the best possible way.