High Tech Industry & CX Value Stories

This flipbook highlights success stories of companies in the High Tech industry. Gain a deeper understanding of the experience, financial and operational advantages that result from implementing SAP end-to-end Solutions to support your transformation to an intelligent enterprise.

SAP Customer Experience Value Stories

For the High Tech Industry

The new world of high tech requires innovation to sustain demand and maintain profitable growth

This flipbook highlights success stories of companies in the High Tech industry.

Gain a deeper understanding of the experience , financial and operational advantages that result from implementing SAP end-to-end Solutions to support your transformation to an intelligent enterprise.

eBook questions? Email: laryssa.fonzo@sap.com

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SAP for the High Tech Industry

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High Tech Industry coverage

Anvils

Today, high tech companies are facing challenges due to new business models, supply chain issues, and a constant demand for smarter products.

INTERNAL –SAP and Partners Only

Industry Trends Global megatrends affecting High Tech Industries

Focus on customer intimacy

Everything-as-a- Service (XaaS) models XaaS and consumption- based business models are on the rise, with many high tech companies now selling outcomes instead of products.

Chip shortages and supply chain disruptions The chip shortage, the pandemic, and war have exposed major holes in tech supply networks. Leaders need end-to- end visibility to adapt.

Smart digital products

More customers are demanding smart digital products that can dynamically adapt to market, consumer, usage, and environmental needs.

Innovation alone isn’t enough. Tech companies

must compete on customer intimacy,

leveraging deep insights to gain – and keep – trust.

By embracing these trends, High Tech companies can address consumption-based business models, improve their supply chain operations, focus on customer experience support, and meet the growing demand for sustainable products. This will ensure their long-term viability and maintain their competitiveness in the market.

Read The Key to Everything- as-a-Service Delivery

Read the TrustRadius Market Report

Public

Sustainability and Reuse  Recommerce (Products/Parts)  Remanufacture

Strategic Priorities Attain your organization’s vision

Sales Excellence

 B2B unified

 SmartLabel/Traceability  Responsible Design and Production

Customer Profile  Integrated sales channels for opportunity and quoting  Complex configurations with CPQ  Complex pricing optimization  B2B marketplace platform

 Service Contract Management  Warranty Service  Warranty/returns: Part replacement Service Excellence

Direct to Consumer  Unified Consumer Profile  Personalized Experience  Buying Experience  Marketplace (owned)  Subscription Billing  Return Management  Aftersales excellence

Drive Customer Centricity

Service Excellence

Serve all customers providing a unique service experience to increase trust and loyalty. Support B2B and B2C processes leveraging connected devices for proactive service and field service management.

Direct to Consumer Enable data-driven customer engagement across all channels. Deliver the right personalized message at all points of the consumer journey to increase awareness, preference and loyalty with target segments.

Everything-as-a-Service Pivot to selling services bundled with product-as-a- service. Augment B2B, B2B2C and B2C capabilities to increase levels of customer self-service while offering products through a new business model.

Sales Excellence Provide the sales team with smart solutions to ensure they focus on added value activities with customers and maximize the efficiency of sales processes. Simplify complex B2B Sales and enable customer self- service solutions for ordering, claims, invoices and order tracking.

Sustainability and Reuse Offer a safe, attractive, and purpose-driven business to attract new customer segments and differentiate from competition. Launch new business models and sales channels to capture

Success Strategies Achieve your business goals effectively

value from new eco- conscious customers.

Innovative utilities companies manage the balance of operating efficiently under their established business model of generating, distributing, and selling energy while they are searching for new sources of revenue and business outcomes. The following success strategies show a range of approaches based on evolving existing products and processes and exploring disruptive new business models.

SAP solutions come together to help high tech companies deliver: Sales excellence: Increase volume, value and velocity of personalized and complex orders by reshaping sales with frictionless buying process enabled by digital engagement. Direct to consumer: Increase revenue by transforming digital sales channels as well as product as a service for OEMs & Consumer Electronics sellers to achieve customer intimacy. Service excellence: Align service and sales teams and as per customer needs, thus improving loyalty and create recurring revenue streams in B2B by enabling everything-as-a-service and new subscription business models for OEMs and Software companies.

Sustainability for reuse: Create new sustainable products, services, and business models.

Economic benefits of AI, CX, and ERP

GROW with SAP

CX on SAP.com

Intelligent CX

Align Front-To-Back Office Business Processes to Deliver Seamless End-To-End Omni-channel- Experiences on A Single, integrated Technology Platform with Industry Specialization

Customer Engagement

Service

Industry Prebuilt Solutions

Sales

Business Processes

Customer Data

Partner Ecosystem

Digital Core

Commerce

Search High Tech Stories by Solution

SAP S/4HANA – SAP ERP & BTP Integrations Lenovo Pitney Bowes

SAP Commerce Cloud Samsung

SAP Sales Cloud Nippon Telematique Pitney Bowes

SAP Emarsys DJI

Industry Cloud & Other SAP Solutions Dell Technologies

What is SAP for High Tech

Analyst Ratings

SAP Store

SAP Partners

Help & Support

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What is SAP Customer Experience for the High Tech Industry?

An agile customer experience (CX) can help you keep pace with changing buyer behaviors and market conditions.

See how your high tech business can increase revenue and profitability using SAP Customer Experience solutions:

Find the best SAP Partners to meet your unique needs • The high tech commerce experience Let your customers configure and purchase the complex products and solutions they need by using the SAP Commerce Cloud solution. • The high tech self-service with AI buying experience Sell faster and improve customer experiences by creating AI chatbots and self-services with SAP Customer Experience solutions. • The high tech sales experience Build trusted relationships by using the SAP Sales Cloud solution to get actionable insights on pipeline forecasts and customer interactions. • The high tech customer service experience Provide fast customer service and reduce service rep workloads using friendly, AI-enabled chatbots enabled by the SAP Service Cloud solution.

Click for more about Omnichannel Customer Engagement

Analyst Reports

See how High Tech customers are succeeding with software from SAP

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Dell Technologies High Tech | NA SAP CPQ

High Tech

Dell Technologies’ integrated solutions help customers modernize their IT infrastructure, manage and operate in a multi-cloud world, address workforce transformation, and provide critical solutions that keep people and organizations connected.

12,000 Purchase Orders Generated per quarter 20 Person-Hours Saved per quote >3x Increase In online revenue expected over two years Real-Time Availability Of order status and inventory data for all channel partners

Headquarters United States

Products Provider of information technology solutions

US$94.2 B Revenue

Web Site dell.com

Business Challenges • Legacy configuration, quotation, and pricing practices relied heavily on manual processes with multiple steps, providing opportunities for human error and resulting in a quote-to-purchase order ratio of 19:1 • Price book variations by country and teams difficult to manage using spreadsheets • Limitations around discounts and order quantities and suboptimal experience from nonstandard purchase order submission processes and manual order status tracking • Lack of transparency and basis reporting capabilities Customer Benefits • Established a single and accurate source of truth for price and inventory status for channel partners and the sales team, supporting real-time product inquiries and the ability to generate quotes and place orders 24x7 • Enhanced sales team productivity, freeing them from manual quoting processes and allowing more time to be devoted to selling and nurturing relationships • Reduced lead times and automated approvals, allowing factories to start work immediately “Using SAP CPQ, we have simplified complexity, empowering channel partners to configure solutions, generate accurate quotes, and place orders 24x7 while setting guardrails to protect margins and automate the approval process.”

Stefanus Novianto E-Commerce Consultant Dell Technologies Inc.

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DJI High Tech | GC SAP Emarsys

High Tech

DJI is the world’s leading drone manufacturer, with a market share exceeding 70% in consumer drones. DJI’s products are widely used by customers including professional filmmakers, photographers, search and rescue teams, farmers, and surveyors.

180% Increase In active customer revenue 122% Increase In premium customer revenue 45% Increase In number of orders

Headquarters China

Products Drone manufacturer

Web Site

dji.com

Business Challenges • Enhancing Deliverability & Click Rate During Peak Season • Personalizing Content Across Regions • Identifying Post Purchase Cross-Selling Opportunities • Understanding Customer Lifecycle Stages to Increase Retention Customer Benefits

• By incorporating zero- and first-party data that feeds business intelligence insights into Emarsys, DJI was able to take full advantage of prebuilt tactics that deliver personalized customer engagement in one click. • DJI achieved seamless personalization across more than 100 countries and regions, personalizing messaging to customers’ unique language and currency, making campaign operations much more streamlined and relevant. • With Smart Insights, DJI is able to focus on more precise segments to drive revenue, identifying opportunities for cross-selling complementary products or services to their one-time purchase customers. Additionally, they have improved customer retention rates through tailored communication, offers, and support throughout their journey. “SAP Emarsys has been a valuable partner in strengthening customer relationships. Their platform empowered us to create personalized campaigns, driving engagement and loyalty. The platform’s interface and tactics capabilities facilitated launching campaigns and making decisions. We appreciate SAP Emarsys’ technology and expertise, and recommend their platform for elevated marketing efforts.”

Read the Success Story

DJI Representative

Lenovo: Solving huge challenges smartly with intelligent solutions and services - The New IT! With SAP RISE, SAP S/4HANA Cloud & SAP BRIM, to offer everything as a service, Lenovo is creating a Digital Core for now and the future.

Click to view the video

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Nippon Telematique High Tech | APJ SAP Service Cloud

High Tech

Nippon Telematique is a Japanese telecommunications company headquartered in Tokyo, Japan. It is a joint venture between NTT East Japan and Itochu Corporation. Nippon Telematique’s primary line of business is in the field of system integration and provide solutions to corporate clients of NTT East Japan and Itochu Corporation.

100% Positive Contribution Towards business growth 100% Intuitive Solution And helps in improved decision making

Headquarters Japan

Products Telecom and system integration solutions

Web Site

Nippon Telematique

Business Challenges • As the systems integrations business model is evolving, there is a challenge of developing new products and services in order to sustain the company for the next 50 to 100 years. • Nippon Telematique had limited sales resources yet needed to increase their revenue while standardizing their sales activities. • Previously, Sales Team’s had to compile daily project summaries into reports which was time consuming. Customer Benefits • Sales teams can input data so that project status can be monitored in real time resulting in timely awareness of project status. • Even if the Sales Representative changes, the process remains consistent, allowing uniform project progress. • With SAP Sales Cloud, the team can view everything in a list format at all times. This has changed how meetings are conducted.

“Bringing positive change and improving business with SAP Sales Cloud.”

Miyasono Masaaki President and CEO Nippon Telematique Inc.

Watch the Video

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Pitney Bowes High Tech | NA SAP S/4HANA, public edition SAP Business Technology Platform SAP Sales Cloud

High Tech

Pitney Bowes is a global shipping and mailing company that provides technology, logistics, and financial services to more than 90 percent of the Fortune 500. Small business, retail, enterprise, and government clients around the world rely on Pitney Bowes to reduce the complexity of sending mail and parcels.

SAP Preferred Success SAP Early Adopter Care

100% Touchless Order fulfillment and service execution 92% Simplification Of case closure codes, from 120 to 9 95% Reduction In cost centers, from 1,443 to 71

Headquarters United States

Products Shipping, mailing,

Pitney Bowes Web Site

Featured Partner

LTIMindtree Limited

technology, logistics, and financial services

Business Challenges • Replace an aging on-premise ERP solution with next-generation cloud ERP in select countries • Simplify and standardize processes, access deeper insights, and accelerate operations to aid growth • Adopt software best practices and promote innovation while minimizing the need for customization Customer Benefits • Standardized processes and reduced software customization in an integrated IT environment • Reduced complexity and greater transparency across the order-to-cash process • Lower maintenance costs and total cost of ownership thanks to a rationalized landscape, fewer third-party applications, and consolidated software licenses • Smoother onboarding of users, aided by preconfigured software capabilities

“Using SAP Integration Suite, part of SAP BTP, to integrate SAP S/4HANA Cloud public edition with SAP Sales Cloud and third- party providers, we’re simplifying and standardizing business processes, increasing agility, and supporting our growth ambitions in select countries.”

Stuart Beadle, Senior Director Global Order Management, Supply Chain Applications and SAP Service Pitney Bowes Inc.

Read the Success Story

Analyst Reports

SAP Customer Experience solutions for the High Tech Industry can help your utility business reduce cost to serve, grow revenue, and improve the customer experience.

Analyst Reports

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SAP is the leading provider of software solutions for the High Tech industry. By delivering a personalized and consistent customer experience, you can grow your high tech business and build relationships that last.

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Fueling growth at midsize companies Discover the latest strategies that leading midsize organizations are implementing for long-term sustainable growth.

Increase impact with a digital transformation Research from Futurum reveals how high tech businesses can use digital transformation to create more efficient and productive operations.

Read the IDC analyst paper

Listen to the report

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SAP Customer Experience Services on the SAP Store

Why SAP Store • Do business with SAP and our partners online • Take ownership of your enterprise software, services, and education buying on your own time • Activate and optimize your SAP® Customer Experience (SAP CX) solutions with packaged services Benefits • Choose from a variety of CX services including solution enablement, accelerated implementation, and design or performance reviews • Easily browse (and buy) the services offered and get insights into features and benefits, services scope, conditions, and prices • Discover services that help fast-track value in as few as five days • Benefit from services delivered by SAP experts

Availble on SAP Store

Learn more about our easy-to- buy, fixed-price, fixed-outcome, and prepackaged solutions.

SAP CX Services

SAP High Tech Industry Services

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SAP Customer Experience and Industry Partners

We rely on our ecosystem to provide tailored solutions that address your unique business needs. SAP partners are an extension of our business, with the expertise to make our software more relevant. Benefits • Choose from a variety of CX services including solution enablement, accelerated implementation, and design or performance reviews • Easily browse (and buy) the services offered and get insights into features and benefits, services scope, conditions, and prices • Discover services that help fast-track value in as few as five days • Benefit from services delivered by SAP experts

Find the best SAP Partner to meet your unique needs

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High Tech

SAP Customer Experience Additional Support Links

SAP Emarsys Release Highhlights Find out about changes and updates in the latest release of SAP Emarsys

SAP Emarsys Product Road Map

View our road map to explore your current options as well as planned innovations and future features and functions.

SAP CX documentation

High Tech road map

Product documentation View documentation on product

SAP Services and Support Run SAP solutions at peak performance with services, including onboarding resources,

onboarding, implementation, extensibility, and more in SAP Help Portal for all SAP Customer Experience solutions

embedded teams, remote support, s elf-services, and innovation strategies.

Visit the Onboarding Resource Center

Visit SAP Help Protal

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