The rules of engagement have changed: technology is changing the game and customers are changing the rules. Today’s customer is digitally connected, better informed, and has higher expectations. To win these empowered customers, your salesforce needs to have access to real-time data. From an organizational standpoint, we have entered into a digital whirlpool, and to get the best out of it, we need to empower our employees with tools that can provide them with a competitive advantage in the market.
Do you need a tool to help you make your customers happy?
Take a moment and reflect on how the fundamentals of customer service have changed. Let’s face it: the only way for our customer service teams to ensure customers are contented now is with help from an intelligent cloud solution.
And if you are still wondering whether you need a cloud-based sales/service CRM, here are few signs to look out for:
1. Non-Centralized Data
If your business is still storing customer/prospect information in excel sheets, emails, or plain old notebooks, data redundancy is bound to happen. With the duplication of records, a situation may arise when the same prospect is being targeted by different colleagues from your organization.
The SAP Hybris Cloud for Customer solution provides an organization with centralized data. It provides a single version of truth to the organization, and it keeps track of all the business’ interactions with the customer and helps employees in retaining customers and closing deals.
2. Data Visibility
Still thinking what your salesforce has been up to? Are they in the field or in the office right now? Are they following up with the prospects or attending appointments?
With SAP cloud solutions, the manager can own the sales process with insights on their sales team performance, deals in progress, pipeline, revenue, activities, and visits. This 360-degree view of the customer helps sales reps to be more organized.
Digitalization is the need of the hour. Are your employees firing up a laptop to get basic customer information? It doesn’t seem to be a viable option especially when your sales reps are on the run.
The SAP Hybris cloud solution provides a native mobile application to bring a degree of flexibility to the employees. It gives real-time access to customer information to users, helps collaboration between sales and service teams on important topics, and facilitates employees to always stay informed.
Are you still running behind your salesforce for their weekly activities? Are they spending more time in filling up sheets rather than doing what they do best i.e. sell?
SAP Hybris Cloud for Customer’s (C4C’s) inbuilt reporting tools help organizations to transform their reporting capabilities. With cloud offerings, users will never miss a KPI. It provides a sustainable historical data and helps predict the future performance. This predictive analytics is a strong differentiator in SAP’s portfolio. With features such as excel add-ons, one can easily download/broadcast reports to executives who are outside of your CRM.
5. Omni-Channel Service
Many organizations face challenges because they manage their communications and systems as separate silos, which are completely disconnected from each other. This makes it difficult to cater to the customer as the data resides in different environments.
SAP Hybris Cloud for Customer offers an integrated environment for all communication channels. It brings all these disparate systems under a single roof and helps provide customers with a smooth, consistent experience across all avenues.
6. Social Media
Still using legacy mechanisms to reach out to your customers? Online relationships based on social networks create a feeling of trust among customers. Social channels provide an edge in gaining customer insight. With SAP Hybris Service Cloud, organizations can serve customers via the channel of their choice, interact with them, and resolve their queries seamlessly. It empowers employees at the point of interaction by providing customer history, feedback, preferences, and past interactions to deliver a personalized interaction with the customer.
7. Customer Classification
Still confused about which customer brings in the most revenue? Organizations need to be one step ahead and know what the customer requires before they ask for it. You want your best customers to be prioritized and treated in the best way possible. An intelligent CRM solution triggers regular events with which you can manage your customers in a personalized manner.
Having to deal with constant miscommunication, are your employees going the extra mile to resolve customer issues? With SAP Hybris Cloud for Customer, you can tag the transactions and use a feed to internally communicate with employees so that they can tap into the combined organizational expertise instantly and increase the speed it takes to solve a customer issue.
Don’t unquestionably go with the best-known or the most high-priced vendors in the market, or you could end up investing in a solution that your teams don’t use. Find the fit for you.
From personal experience, I can vouch for the fact that – unequivocally – SAP Hybris Sales Cloud and SAP Hybris Service Cloud provide the requisite tools to accelerate order processing, reduce turnaround time for service processes, and deliver a better customer experience.
Your smart business move starts with SAP Hybris Cloud for Customer!
Author: Chirag Chaudhary
Chirag is a Consultant – SAP C4C/CRM – at Knack Systems with over 6 years of consulting experience. He is certified in SAP Hybris Cloud for Customer (C4C) and has extensive consulting experience in C4C – Sales & Service integrated with ECC, CRM – Sales, Service, Marketing Development Funds, Campaign Management, Middleware (CRM-ECC), and SAP Workflows. Chirag has been involved in Exact Target integration projects as well. He holds a BTech in Information Technology and an MBA in marketing and is currently busy with Hybris C4C projects and Pre-Sales activities.