Customer Experience.

In the age of digitization, where unique products are constantly on our radar, competition is growing and access to information is practically unlimited, one of the most valuable assets for companies is the customer. They have a variety of choice where to purchase their goods, so their commitment level to a company does not necessarily have to be as developed as it was in the past. Keeping the existing customer base and attracting new customers is key.

Customer Experience with Westernacher Consulting

The answer to both is customer experience. Providing a top-class experience for the customer is the starting point for the successful transition from one-time customer to loyal customer. It is not only about a positive purchasing experience, it is also about providing the same level of experience over the whole customer lifecycle. Therefore outstanding knowledge about the customer is the key. All interactions have to be easily accessible, no matter where or when the interaction happens in the customer journey.

SAP
Sales Cloud

Empower your sales with SAP Sales Cloud.

SAP
Service Cloud

Deliver an effortless, end-to-end service experience with SAP Service Cloud.

SAP Commerce Cloud

Create a personalized, omni-channel customer experience with SAP Commerce Cloud.

SAP Marketing Cloud

Provide your business with trusted data via SAP Marketing Cloud.

SAP Customer Data Cloud

Manage data protection and privacy with SAP Customer Data Cloud.

>10

countries of engagement

>10

years of experience

Journey to digitalization.

Westernacher Customer Experience guides you with comprehensive process, IT and cloud know-how on your journey to the digital enterprise.
We support you in your mission to provide your customer with a seamless experience at every stage, because ‘experience matters!’

Integration into end-to-end process.

Although Customer Experience applications provide substantial value as standalone solutions, significant benefit also comes from the integration with core backend systems and other applications—these could be cloud based or on-premise.

Westernacher has a strong commitment to accompany our customers on the complete end-to-end journey. This mindset is key to our success.
Customer Experience_Westernacher_End-to-end
The journey does not stop with the integration of Customer Experience into the logistics and financial processes, it also includes the idea of an end-to-end Digital Supply Chain, which includes planning, analytics, manufacturing, warehousing, transportation, as well as yard logistics processes.

Why cloud software?

Companies that run on SAP have become accustomed to the idea that they can adjust their systems to a very high degree. This is mainly done in order to suit specific needs that correspond to highly optimized processes e.g. in production or supply chain execution. Cloud products offer standardized best practice processes to their customer and with that comes a shorter “time-to-value”. The implementation time gets reduced and with that the cost of the overall implementation.

1
Turn standardization
to your advantage

The faster the product can be used by the customers, the more standardization is needed. Imagine that the core of the software is not just used by you, but by other customers too and that makes it essential that the core is not changed by any customer, but by the software vendor alone. This makes the core robust and enables the software vendor to roll out innovations at a much faster rate than was previously possible.


Standardization does not imply that adjustments are not possible. In fact, enhancements are possible via an extensibility framework, which safeguards the core of the software so that it remains unaffected.

2
Intelligent
enterprise
The SAP intelligent enterprise delivers new innovations quarterly and this will change the best practices that we all know. We already see next-generation best practices in the cloud that utilize AI and ML and reduce a lot of leg work. These next practices will be THE new differentiator for your business.

Empower your sales with SAP Sales Cloud.

Focus on the customer. Give your team the tools that allow them to concentrate on building relationships with customers and selling instead of analyzing data and updating spreadsheets. SAP Sales Cloud is an AI-powered CRM platform, helping you to deal with everyday tasks, delivering a 360-degree view of the customer, enabling effective preparation and the ability to close a deal, as well as including the process of rewarding the participants. Equip your sales team with a solution which allows them to work more quickly, efficiently and sell more.

Even the best products need servicing. Make it the center of your customer experience. Seamlessly support your customers throughout their entire journey. SAP Service Cloud helps to provide 24/7, direct, omnichannel communication, providing the ability to mix automated responses, human agents, chat bots and community-based help. Meet expectations – keep parties informed with a properly scaled workforce, support agents with thorough knowledge and tools. Boost performance by creating an on-demand service network and leveraging crowdsourcing.

Effortless, end-to-end service experience – SAP Service Cloud.

Personalized, omnichannel customer experience – SAP Commerce Cloud.

Business is moving to an online world. Equip your company with a single platform that is able to run most of your commerce processes. SAP Commerce Cloud doesn’t limit the markets you work in as it supports a variety of business markets and industry-specific scenarios. Stop worrying about multiple, hard-to- integrate applications and obtain most features quickly—out of the box or simply by extending. Prepare for comprehensive, highly personalized and targeted content delivered ‘in the moment’. Run an omnichannel, differentiated and personalized commerce experience.

The era of traditional marketing approaches has passed. Today’s customers require more. Deliver personalized, relevant experiences in real-time and understand customer needs. SAP Marketing Cloud uses data rather than just gathering it. By providing a complete customer profile based on data from across your business, it allows you to successfully plan your marketing actions. Machine learning measures the impact of your marketing and thus supports decision-making processes and the effective use of budgets. Track your success and make your next campaign more effective.

Trusted data – SAP Marketing Cloud.

Data protection and privacy – SAP Customer Data Cloud.

Trust between brand and customer is the basis of a beneficial relationship. Managing data protection and privacy is crucial. SAP Customer Data Cloud is a powerful solution allowing you to grow your audience through trusted, personalized and transparent data control capabilities provided at every touchpoint. Customer self-service in the field of data and preferences management, secure registration and authentication consistent across all channels ensure customers feel safe, and additional support for social media login also makes it convenient. Secure and grow your business by turning anonymous visitors into loyal customers.

Integration with SAP Cloud Platform.

In a cloud world, we can’t just follow the behavior from the past when it comes to integration and extensibility. In on-premise environments, it was already a wise decision to utilize modification-free enhancement options to adjust the system to your own needs and to use a multitude of existing interface options and techniques. The extensibility framework on SAP Cloud Platform enables you to extend agile cloud and on-premise applications, to optimize the business processes by integrating the whole IT landscape, as well as allowing you innovation by integration of digital applications, such as Internet of Things and Big Data.

In a public cloud environment, the option to modify the core is not a given, instead strong APIs are provided by the software vendor than can be utilized for integration and extensibility purpose.

Out-of-the-box integration

Utilize pre-packaged integration scenarios for the software vendor universe.

Open integration

It is important to have an open integration framework that supports a vendor agnostic cloud and on-premise systems integration.

Holistic integration

Data integration should not be neglected: Data should be replicated, synchronized or centrally stored with the highest quality and consistency.

Let's work together.

Customer Experience

SAP Sales Cloud

Focus on the customer. Give your team the tools that allow them to concentrate on building relationships with customers and selling instead of analyzing data and updating spreadsheets. SAP Sales Cloud is an AI-powered CRM platform, helping you to deal with everyday tasks, delivering a 360-degree view of the customer, enabling effective preparation and the ability to close a deal, as well as including the process of rewarding the participants. Equip your sales team with a solution which allows them to work more quickly, efficiently and sell more.

Go beyond quote-to-cash.

Bridge the gap between front-end and back-end. Manage revenue, billing and invoicing.

Accelerate sales.

Stay ahead with real-time scoring and predictive analytics. Get a complete view of customers and opportunities. Work mobile – online and offline.

Quotes and contracts support.

Eliminate manual work. Automate routine tasks. AI-powered guided selling and individual pricing increase efficiency and allow people to concentrate on selling.

Manage sales territories and incentives.

Provide intelligent, real-time territory and quota management. Create, manage and distribute compensation plans.
Customer Experience

SAP Service Cloud

Even the best products need servicing. Make it the center of your customer experience. Seamlessly support your customers throughout their entire journey. SAP Service Cloud helps to provide 24/7, direct, omnichannel communication, providing the ability to mix automated responses, human agents, chat bots and community-based help. Meet expectations – keep parties informed with a properly scaled workforce, support agents with thorough knowledge and tools. Boost performance by creating an on-demand service network and leveraging crowdsourcing.

Build a unified service experience.

Assist technicians with insights to support issue resolution. Create a single view of customer-based complete interaction history. Optimize end-to-end issue resolution.

Create an elite team of experts.

Prepare your team to meet service demands and volumes. Train your team to be ready for any situation. Empower employees using gamification techniques and incentives.

Deliver the next generation of self-service.

Intelligent, cloud-based customer service provides faster and more accurate levels of support. Let AI help your agents. Make information easily discoverable and work become more effective.

Manage your field service.

Automatically schedule sources to meet growing demands. Create an on-demand network to connect and expand your service capabilities.
Customer Experience

SAP Commerce Cloud.

Business is moving to an online world. Customers spend more money on the web. Equip your company with a single platform that is able to run most of your commerce process. SAP Commerce Cloud doesn’t limit markets you work in as it supports a variety of business markets and industry-specific scenarios. Stop worrying about multiple, hard to integrate applications and obtain most features quickly – out of the box or simply by extending. Prepare for comprehensive, highly personalized and targeted content delivered ‘in the moment’. Run an omnichannel, differentiated and personalized commerce experience.

Get a single commerce solution.

Reduce the cost of ownership by simplifying the commerce setup. Support end-to-end e-commerce process.

Support all market models.

Deliver a consistent experience across B2B, B2C, B2B2C markets.

Leverage industry-specific capabilities.

Use best practices and industry specific capabilities embedded in accelerators for financial services, travel, telecommunications, media and the public sector.

Realize fast ROI.

Gain on pre-built SAP system integrations and possibilities to extend your framework with micro services.
Customer Experience

SAP Marketing Cloud.

The era of traditional marketing approaches has passed. Today’s customers require more. Deliver personalized, relevant experiences in real-time and understand customer needs. SAP Marketing Cloud uses data rather than just gathering it. By providing a complete customer profile based on data from across your business, it allows you to successfully plan your marketing actions. Machine learning supporting business analytics measures the impact of your marketing and allows you to support the decision-making process and spend budgets effectively. Track your success and make your next campaign more effective.

Personalize the customer experience.

Deliver individualized customer experiences based on deep insights and get a single view of the customer. Identify and target best audiences with advanced machine learning capabilities.

Drive revenue through marketing.

Understand what is driving business growth. Measure the impact of marketing activities, optimize and make data-driven decisions to get a return on marketing investments.

Generate demand and growth in B2B.

Close the gap between marketing and sales. Create and convert high-quality leads. Get a holistic view of your customer accounts by gathering data across the enterprise.
Customer Experience

SAP Customer Data Cloud.

Trust between brand and customer is the base of a beneficial relationship. Managing data protection and privacy is crucial. SAP Customer Data Cloud is a powerful solution allowing you to grow your audience through trusted, personalized and transparent data control capabilities provided at every touchpoint. Customer self-service in the field of data and preferences management, secure registration and authentication consistent across all channels, ensure customers feel safe and additional support for social media login also makes it convenient. Secure and grow your business by turning anonymous visitors into loyal customers.

Boost conversion and engagement.

Provide a user-friendly registration and login experience. Capture valuable data. Protect customers against fraud and identity theft. Create long-term brand loyalty.

Build trusted relationships.

Be transparent and allow customers to control their own data. Implement a holistic solution taking care of customer profiles, preferences and consent. Address full GDPR compliance. Protect your business with an audit-ready data vault.

Deliver a robust digital experience.

Break down data silos and build rich, unified customer profiles from permission-based customer data.

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SAP S/4HANA ERP & Finance

Basic workshop.

Reinvent yourself. See what is possible with S/4HANA.
This workshop is designed for decision-makers from business and IT who want to get a first basic overview of fundamental innovations, functions and technology of SAP S/4HANA.
SAP S/4HANA is currently intensely under discussion, there are lots of sometimes confusing information about S/4HANA. It is difficult to find out what S/4HANA really means for current and future SAP customers. Find the right answer for your company in our individual expert discussions and get the information you need to define your companies IT-strategy.

Goals. Expectations. Lessons.

Your individual workshop program.
  • What is S/4HANA?
  • What does it mean for your company?
  • What innovations does S/4HANA really have, what significance do they have for your company, processes and IT?
  • What is the best way to implement S/4HANA
  • On Premise or Cloud – which model fits your strategy?
  • How are S/4HANA projects planned and implemented successfully?

Your workshop details.

Get more information about your workshop and register now for free.

Date

We will contact you directly to find the most suitable date for your workshop day.

Place

We are happy to conduct the workshop on your premises or in our training rooms.

Time

Please contact us for your individual workshop offer.

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