This flipbook contains one-page excerpts of SAP Customer Experience success stories within the SAP Sales Cloud and SAP Service Cloud solutions including links to read the full stories and view videos online. These stories highlight the experience, financial and operational benefits realized by customers going live with SAP Sales Cloud and SAP Service Cloud, and in some cases, integrations with other SAP solutions.
SAP Sales Cloud & SAP Service Cloud Value Stories
When you truly understand your customers, you can improve engagements and build relationships that last
This flipbook contains one-page excerpts of SAP Sales Cloud and SAP Service Cloud customer success stories including links to read the full stories and view videos online. These stories highlight the experience, financial and operational benefits realized by customers going live with SAP Sales Cloud and SAP Service Cloud, and in most cases, integrations with other SAP solutions. eBook questions? Email: Laryssa.Fonzo@sap.com
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Deliver exceptional sales experiences
Find the best SAP Partners to meet your unique needs Let your sales organization spend more time building relationships and engaging with customers. With the SAP Sales Cloud solution, you can streamline and automate critical selling processes and empower sellers with intelligent recommendations. • Cloud deployment • Unified view of customers • Optimized mobile selling experience • AI-driven insights, recommendations, and analytics • Embedded generative AI highlights and summarization By tapping into a 360-degree view of every customer and interaction, your sales organization can deliver customer-centric sales engagements, leading to increased revenue and lifetime loyalty.
Explore SAP Sales Cloud
Read the Solution Brief
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SAP Sales Cloud & Public Cloud ERP
What is SAP Service Cloud?
The SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. See how you can accelerate issue resolution while delivering on your brand promise and securing future growth.
With intelligent customer service, you can:
Find the best SAP Partners to meet your unique needs • Accelerate issue resolution by connecting customer service management across the enterprise • Increase customer service efficiency with AI-driven insights, recommendations, and automation • Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution • Let business users adapt to evolving customer service needs by modifying the solution with low-code and no-code development
Click for SAP Service Cloud
Watch the Overview Video
Integrate with SAP Cloud ERP
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Automotive Bosch Automotive Aftermarket Grupo Q JSW MG Motors MG Motors India TATA Hitachi Toyota Motors Philippines
Engineering, Construction, and Operations
Chemicals IXOM
Use the buttons to navigate shortcuts to information SAP Sales Cloud Stories SAP Service Cloud Stories Combined Sales & Service Stories
Consumer Products Bosch Power Tools DeLonghi
Daiichi Properties Larsen & Toubro Prestige Group
HOFMANN’s John Keells MHP
High Tech Pitney Bowes
Banking Deutsche Börse Group
Miele Professional Nestlé Professional Swinkels Family Brewery Versuni Vileda / Freudenberg
Building Products Eczacıbaşı Franke Home Solutions Ursa Insulation
Analyst Reports
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Telecommunications Nippon Telematique
Industrial Manufacturing Alfanar Bitzer Dongwon Systems GEA Group MAPAL Piller Group Sealed Air SEI Laser Stabilus
Mill Products BHP Hörmann MACO Salzgitter AG
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Use the buttons to navigate shortcuts to information SAP Sales Cloud Stories SAP Service Cloud Stories Combined Sales & Service Stories
Utilities DTE Energy Jemena Nippon Telematique
Professional Services abl Solutions Sybit
San Diego Gas & Electric Southern California Edison Stadtwerke Bielefeld Sydney Water
Public Sector Christchurch City Council Tauranga City Council
Metals Jindal Stainless Salzgitter
Wholesale Distribution PRAMA HIKVISION Richter+Frenzel
Retail SCOTT Sports
Analyst Reports
Sports & Entertainment San Jose Sharks TSG 1899 Hoffenheim
SAP Sales Cloud Value Stories
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Bitzer Industrial Manufacturing | MEE SAP Sales Cloud SAP Emarsys
Industrial Manufacturing
BITZER is a German manufacturer of refrigeration and air conditioning technology. There are 3,500 employees in 65 locations worldwide.
B2C customer engagement use
Headquarters Germany
Products Refrigeration and air conditioning manufacturer
Web Site
Bitzer
Business Challenges • Global competition, digitization in manufacturing, and the need to futureproof are factors that accelerated the company’s plan to implement advanced digital solutions and services • Speed and agility in delivering a competitive digital customer journey by incrementally adopting customer engagement use cases using all customer data by integrating sales and marketing processes and solutions from one vendor Customer Benefits • Tried and tested B2C customer engagement use cases can be applied incrementally to B2B business models to deliver a competitive digital customer journey across all channels • Automate manual marketing processes to improve efficiency in marketing and IT processes • Successfully implemented a phased approach at adopting a fully integrated marketing and sales process to engage buyers more effectively • The marketing team have now begun digitally sending newsletters on behalf of sales teams to keep fully informed of products and services “It’s all about people, speed, data and agility. The complete integration of applications allows us to be faster than our competitors so its easier to do it with one vendor as its all about how data is used in a democratic way across departments, which is why we went on breaking out the next silo which was by building bridges with marketing and truly connecting it to create more instant value for our prospects and customers but also for our sales team and soon our commerce team.”
cases can be applied incrementally to B2B business models
Christian Stenzel Director of Organization and IT Bitzer
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Franke Home Solutions
Mill Products
Franke company with its three divisions manufactures kitchen, cooking, food service, water and coffee systems globally. With over 60 companies, they are present on five continents.
Building Materials / Furniture | MEE SAP Commerce Cloud | SAP Sales Cloud SAP Product Content Management | SAP ERP
100,000 Products With full details available through the e-commerce portal 11 Countries Live Where the portal is currently live Improved Operational efficiency
Headquarters Switzerland
Products Kitchen equipment, such as facets, worktops, and hoods
CHF1.09 M (€ 1.11 M) Revenue
Web Site franke.com
Featured Partner SPADOOM
Business Challenges • Provide a single source for product information • Reduce inbound sales inquiries by offering self-service ordering. Streamline ordering workflows through automation • Support resellers by providing smoother, digitalized purchasing processes Customer Benefits • Straightforward access to consistent and accurate product details as well as real-time order status updates and delivery information • Significant drop in the number of inbound sales calls, as resellers increasingly place orders online • Ability to monitor and analyze sales orders across multiple regions, informing future strategy
“With SAP Commerce Cloud, we’ve not only improved reseller experiences but have also managed to streamline sales and ordering processes to save time and cost.”
Anton Lütte Head of Technical Architecture and Operations Franke Group
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HOFMANNs Consumer Products | MEE SAP Commerce Cloud | SAP Sales Cloud SAP Marketing Cloud | SAP ERP
Consumer Products
HOFMANNs is a leading catering specialist in all fields of modern public catering operating in Germany, Austria, and Switzerland. It offers innovating and target group-specific catering and service concepts by focusing on high flexibility and traditional craftsmanship, serving 1 million end-consumers.
+7% Boost In people choosing to eat in company cafeterias 50,000 Orders Digitalized orders per year Tight integration With SAP ERP streamlining order processing and taking payments
Headquarters Germany
Products Prepared frozen meals and catering menus
€134.40 M Revenue
Web Site
Featured Partner codeitlabs.com
hofmanns.de
Business Challenges • Enable direct interaction with the people eating HOFMANNs meals • Streamline ordering processes by automating manual, paper-based workflows • Provide salespeople with straightforward access to customer history and requirements Customer Benefits • Insights about customer preferences, enabling HOFMANNs to optimize recipes and keep pace with culinary trends • Increased sales, with more people choosing to eat cafeteria meals due to better customer experiences • Less administration for both HOFMANs and customer organizations, thanks to automated processes • More-efficient sales management, with detailed reporting supporting strategic decision-making
“While we’re proud of our heritage of traditional craftsmanship and quality, we’re also able to innovate our offering and embrace exciting new opportunities thanks to the digital journey we’re taking with SAP Customer Experience solutions.”
Dennis Gmeiner CEO Hofmann Menü-Manufaktur GmbH
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MACO Mill Products | MEE SAP Service Cloud
Mill Products
Based in Salzburg, Austria, MACO Group is a hardware manufacturer for window and doors with a high level of market continuity and stability. Since over 98% of our production takes place in-house, we are able to respond quickly and flexibly to market changes.
State of the Art SAP Sales and Service Cloud and the implementation of AI, which gives MACO a lot of opportunities and help for sales teams ERP Integration with CRM With SAP Sales Cloud and SAP Service Cloud in the future with AI capabilities
Headquarters Austria
Products Window and door hardware manufacturer
Web Site maco.eu
Business Challenges • Digitization is very important for MACO because the construction industry is in a global or in a European crisis. To achieve this, they need to think in a new way. • Employees need to focus on the more challenging tasks. Once repetitive processes and administrative tasks are streamlined and automated, they have a lot more time for personal customer service. Customer Benefits • MACO Group’s transformation combined their ERP system with their CRM system, in order to have everything on one side regarding their customers. • Employees can use SAP Sales Cloud on their smartphone and a tablet in hand. It’s important to be attractive to their employees with offering modern tools to be productive. • MACO looks forward to moving to SAP Sales and Service Cloud, including validated data provided to a artificial intelligence system to build information out of it, which will be very useful to their sales people.
“And a really important thing is we want to get attractive for our employees. We really look forward to move on to the SAP Sales and Service Cloud. It's very state of the art and especially the implementation of AI, which gives us a lot of opportunities and help for our sales team."
Florin-Cezar Guma Chief Digital Officer MACO GROUP
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MHP (Myronivsky Hliboproduct SE ) Consumer Products | MEE SAP Sales Cloud | SAP S/4HANA
Consumer Products
With production sites in Ukraine, the Netherlands, Slovenia, Croatia, Bosnia, and Serbia, Myronivsky HliboproductSE (MHP) is one of the largest producers and exporters of poultry, meat, and grain in Ukraine and the 12th-largest poultry producer in the world.
3% Reduction In days sales outstanding 100% Traceability Of intercompany prices, credit management process, and reporting 2% Faster New-product development
Headquarters Ukraine
Products Exporters of poultry, meat, and grain
Revenue ~€2 B
Web Site mhp.com
Business Challenges • Enhance end-to-end export, sales, and logistics operations across different production segments and legal entities during and after the COVID-19 pandemic • Centralize and harmonize financial processes, cash collection, and reporting • Connect line-of-business applications across primary operations and back-office processes • Build ready-to-use applications to scale the business in new markets with new product segmentation • Create an end-to-end farm-to-fork automation solution to aid rapid and flexible growth Customer Benefits • Optimized processes within a new model for export sales management, connected supply chain operations, and customer relationship management • Created simplified and efficient applications to improve product management and customer insights • Centralized, automated, and harmonized multiple financial processes and reporting at a global level • Increased traceability, collaboration, and data security to aid decisions that improve performance “With SAP S/4HANA and SAP Sales Cloud, we gained full transparency of sales, logistics, and cash collection processes. Automation helped us better integrate sales execution and enabled efficiency gains through better collaboration of departments and locations across the world.”
Denis Gorbunov Lead of SAP COE Myronivsky Hliboproduct SE
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Miele Professional Consumer Products | MEE SAP Commerce Cloud SAP Sales Cloud
Consumer Products
Based in Germany since 1899, Miele is the leading manufacturer of premium domestic appliances. Miele Professional shares the same brand values, but truly focused on commercial applications, like hotels, elderly homes, laboratory glassware cleaning, and hospitals.
48-96 Hours To close replacement sales quickly Utilize AI To help the sales reps to focus on
Headquarters Germany
Products Premium domestic appliances manufacturer
Web Site miele.com
Business Challenges • We operate in very saturated markets, therefore, speed is important, especially for our replacement sales customers. • There are multiple challenges in the field. There are many opportunities, and different types of customers with different chains behind the customers. • Partners require a way to purchase any time of the day, and see documentation, installation instructions, and delivery times. Customer Benefits • SAP Customer Experience helps Miele to react fast and make quick decisions to route customers to the web shop or schedule a visit. SAP CX helps to document their application, their needs, their service interactions, in order to be rightfully prepared for the next time. • Salespeople are able to steer themselves. Intelligent Sales Execution helps them to look for the opportunities and also predict our future sales.
the
right topics.
Omnichannel Engagement
Helps dealers to win customers, as well as serve existing customers with perfect service, experience, and information about additional product setups
“We are at Miele standing for premium. And in order to deliver premium, one aspect is the product, the other aspect is the interaction with the customer. SAP CX helps us to improve these interactions every day.”
Christian Uffmann Director, Business process Management Miele Professional, Miele & Cie, KG
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Nestlé Professional Consumer Products / Wholesale Distribution | MEE SAP Sales Cloud
Consumer Products
Nestlé Professional, a global enterprise with 24 food and beverage brands like Starbucks, Stouffer's, and Coffee Mate. They create branded food and beverage solutions including culinary, nutrition, health and wellness, marketing, and above all, profitability.
+2,620 Views Guest content visits across 450 shared assets 100% Increase In content usage visibility + 211% Content Shares Month over month
Headquarters Switzerland
Products Food and Nutrition Services
Web Site
Featured Partner Mediafly
nestleprofessional.com
Business Challenges Nestlé Professional struggled with both content compliance and visibility: • Content Compliance – Sales reps were using printed and often outdated collateral or creating their own content, reducing brand control for marketers • Content Visibility – Marketers were unable to see what content was being used in the field and if it was impacting sales cycles and revenue Customer Benefits • Ability to easily share relevant and engaging content internally and with prospective buyers • Understand what content is being leveraged at various sales stages and whether it moves the needle • Reduce print spend/waste • Improved content compliance • Drive sales efficiency by reducing manual data entry
“With our integrated SAP Sales Cloud and Mediafly sales enablement solution, our marketing team has visibility into what content sales reps use and buyers consume in every opportunity at every sales stage, and ultimately, what content impacts revenue."
Nestlé Professional Team
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Nippon Telematique Telecommunications | APJ SAP Service Cloud
Telecommunications
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
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.
100% Intuitive Solution And helps in improved decision making
“Bringing positive change and improving business with SAP Sales Cloud.”
Miyasono Masaaki President and CEO Nippon Telematique Inc.
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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, technology, logistics, and financial services
Web Site
LTIMindtree Limited Featured Partner
Pitney Bowes
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.
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PRAMA HIKVISION Wholesale Distribution | APJ SAP Sales Cloud | SAP ERP
Wholesale Distribution
PRAMA HIKVISION is one of the world’s leading suppliers of video surveillance products and solutions. With the largest R&D team in the industry, Hikvision’s product offerings are used in more than 100 countries and have been used to secure various security applications around the world.
35% to 40% Increase Of sales leads converted to orders +90% NPS Score Increase in customer satisfaction
Headquarters India
Products leading suppliers of video surveillance products and solutions
Web Site
hikvisionindia.com
Business Challenges • Challenges in integrating Salesforce and SAP ERP which led to duplication of effort for order capture or inventory check • Data discrepancies across the two systems on orders, fulfilment and payment lead to incorrect reporting of revenue Customer Benefits • Integration of key processes, including end to end with SAP ERP, which proved to be a better fit for their requirements because of the ease of integration • Enhancements in order accuracy, offline mobility and reporting capabilities have helped increase leads to orders by 35-40%, and customer satisfaction has also increased by up to 90%
“Based on this experience [with SAP Sales Cloud], we see that year on year we are converting our sales lead and opportunity to orders up to like 35% to 40%.”
Hiren Dhakan Chief Information Officer PRAMA HIKVISION
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Richter+Frenzel Wholesale Distribution | MEE
Wholesale Distribution
Founded in 1895, Richter+Frenzel is one of Germany‘s leading wholesalers for sanitation, heating, and air conditioning equipment. Stocking products from more than 850 manufacturers in 180 locations, we work closely to help tradespeople craft beautiful bathrooms for their customers.
SAP Commerce Cloud | SAP Sales Cloud SAP S/4HANA | SAP ERP | SAP Signavio
650,000 Product Sku’s Sold through online stores 991 Opportunities Created in SAP Sales Cloud in the
Featured Partner adesso diva-e.com
Headquarters Germany
Products Wholesalers for sanitation, heating, and air conditioning equipment
Web Site
richter-frenzel.de
Business Challenges • Update existing IT architecture to enable the company to streamline B2B processes, serving their trade customer base more effectively • They needed to digitalize processes across the business in order to secure their future readiness to adapt to changing market needs • Deploy consumer-grade e-commerce capabilities to offer a smooth and convenient online purchasing journey • Reduce the amount of time salespeople spend on paperwork and provide easy access to the information needed to answer customer queries quickly and efficiently Customer Benefits • Laid the foundation for a transition to end-to-end processes that improve the customer experience • Automated processes enabled by SAP Sales Cloud mean that salespeople can spend less time on administration and more time engaging with customers, while sophisticated e-commerce functionality is delivering an enhanced online shopping experience • With SAP S/4HANA in place, standardized and integrated finance processes improve transparency and enable more- agile decision-making
first
five days 20% Less Time Spent on systems maintenance
“With cloud solutions from SAP, we’ve created an IT architecture that we can evolve and adapt in an agile way to meet new market challenges and keep pace with changing customer requirements.”
Matthias Sünner Head of IT Richter+FrenzelGmbH + Co. KG
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San Jose Sharks Sports & Entertainment | NA SAP Customer Data Platform SAP Customer Data Cloud SAP Emarsys | SAP Sales Cloud
Sports & Entertainment
As the parent company to the NHL’s San Jose Sharks and AHL’s San Jose Barracuda as well as the operator of SAP Center, TechCU Arena, and multiple recreational ice rinks, Sharks Sports & Entertainment manages several businesses in one.
From 71% to 87% Increase in Season Pass renewals 75 – 80% Increase In email open rates +26% Engagement Rates on emails
Headquarters United States
Products Professional sports team
Web Site
nhl.com/sharks
Business Challenges • Delivering experiences at every touchpoint is a requirement, and the organization needed digital technology that allows them to really connect with people at scale. • All of these different businesses are working on different systems, and bringing that data together to see what a customer is doing across all of our business units is a huge challenge. Customer Benefits • Customer Data Platform creates a unified customer view, better known as the ‘golden record’. Using segmentation, audience building within SAP Customer Data Platform, they are able to bring all of these different data sources together to really understand their customers. • The organization saw entirely different numbers year over year, and it’s attributed to the ability to segment based on the data coming in from the CX system. • The information collected from these different data sources can be overwhelming. The SAP CX AI toolkit is an exciting new solution with several use cases to experiment with, starting with the Intelligent Q&A. SAP's Intelligent Toolkit provides information as a point of service to the customer.
“SAP's long-term partnership based on a shared vision supports us in co-innovating our business processes, both fan-facing and back office."
Jonathan Becher President Sharks Sports & Entertainment (SSE)
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© 2024 SAP SE or an SAP affiliate company. All rights reserved.
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Sealed Air Industrial Manufacturing | NA SAP Sales Cloud | SAP BTP
Industrial Manufacturing
Sealed Air is in business to protect, solve critical packaging challenges, and make our world better than we find it. Our automated packaging solutions promote a safer, more resilient, and less wasteful global food, fluids and liquids supply chain, enable e-commerce, and protect goods transported worldwide.
90% Adoption Among users +13% Engagement Increase per user 6 Weeks To build and launch
Headquarters United States
Products Packaging solutions for food, fluids, and liquids
Web Site
Featured Partner Mediafly
sealedair.com
Business Challenges • Create an Adaptive Selling Organization by enabling sellers with quick access to all of the content and information they need; Sales Library assets are effectively distributed & used, and are well-organized and searchable to serve multiple sales regions worldwide • Reduce Risk by Showcasing Value to buyers at every stage of the customer journey through advanced content tools and access to data (Total Cost of Ownership/ROI calculator, strong analytics & metrics, AI/ML- enabled content recommendations, keyword, search) Customer Benefits • Content is managed centrally; distributed globally to the right audiences, supporting regional language and currency needs • Usage of content is automatically recorded, along with share views and details • Parameter and machine learning content recommendations, save seller time when preparing for a meeting • Value tools are used to drive leads and showcase expected ROI
“Our biggest motivation was to cut costs, save time, and increase efficiency, It no longer made sense for our sellers and marketers to work in two separate environments. We wanted a solution that would set us up for success for the next 10+ years.”
Kevin White Director of CRM, Sales Process & Technology Enablement Sealed Air
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Stabilus Industrial Manufacturing | MEE SAP Sales Cloud SAP Business Application Studio SAP Business One
Industrial Manufacturing
Stabilus SE is one of the world’s leading manufacturers of gas springs, dampers, and electromechanical drives. The company’s products can be found in everything from vehicle trunk closing mechanisms to office chairs and kitchen drawers.
100% Automated Of sales processes 99% Faster Quote generation times 1 Unified Source Of sales information across brands and regions
Headquarters Germany
Products Gas springs, dampers, and electromechanical drives
€937.70 M Revenue
Web Site
Featured Partner Orbis SE
stabilus.com
Business Challenges • Ambitious growth plans over the next decade • Manual and disconnected sales processes, resulting in inefficiencies • Poor visibility into sales processes, making it difficult for sales managers to formulate and execute successful sales strategies Customer Benefits • More productive salespeople with a single source of customer information and rapid access to pricing • Enhanced ability to plan winning sales strategies based on insights provided by real-time reporting • Increased cross-selling, thanks to enhanced collaboration between teams across different regions and subsidiaries who now have access to the same information • Greater flexibility to extend and integrate the solution with new applications to meet changing needs “With SAP Sales Cloud, international teams have the visibility to work together to find the best solutions for our customers.”
- Christoph Baumann - Lead Digital CX - Stabilus GmbH
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Sybit Professional Services | MEE SAP Sales Cloud Intelligent Sales add on
Professional Services
Sybit is one of the best digital agencies in Germany and is the SAP CX hub within the Itelligence Group. The company specializes in providing sophisticated and coherent strategies which help its customers to create unique customer experiences – of which modern IT forms the basis.
50% Time Savings With the Forecast Tracker tool <7,000 Opportunities Mapped in SAP Sales Cloud
Headquarters Germany
Products Consulting, conception, and Implementation of SAP Customer Experience solutions
€41.5M (2022/23) Revenue
Web Site sybit.com
Business Challenges • Limited reporting: sales management did not have a dashboard that provided a quick overview of all relevant KPIs • State-of-the-art technology: Sybit recognized that in today‘s complex sales environment, it needed a user- friendly, intelligent sales automation tool to give employees more time to focus on what really matters: the customer relationship Customer Benefits • Greater transparency and more efficient control of sales processes • More clearly defined goals and responsibilities thanks to the introduction of territory management and mapping the sales process in the new CRM • Better focus on the right opportunities, with clear distinction between different types of opportunity such as license sales and consulting • Higher conversion rate in the lead-to-order process thanks to targeted planning and better forecasting, leading to higher revenue “Our standards are high, both for customer projects and our own internal sales processes. That’s why we decided to deploy SAP Sales Cloud, intelligent sales add-on. We saw the value immediately: greater transparency, better conversion rates, more revenue.”
• Thilo Kerner - Chief Revenue Officer - Sybit GmbH
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TSG 1899 Hoffenheim Sports & Entertainment | MEE SAP Commerce Cloud | SAP Sales Cloud SAP Sports One | SAP SuccessFactors SAP Customer Checkout | SAP Event Ticketing SAP ERP
Sports & Entertainment
TSG 1899 Hoffenheim is a German professional football club based in Hoffenheim, a village of Sinsheim, Baden- Württemberg.
50% Time Savings Expected at stadium sales kiosks with pre-ordering and fast lane pickups 25,000 Transactions Processed in the PreZero® Arena on sold-out match days 350+ Employees Benefit from improved HR processes
Headquarters Germany
Products Professional football club
Web Site
tsg-hoffenheim.de
Business Challenges • In one of the world’s most competitive soccer leagues, it is crucial to stay one step ahead of the competition. Using technology is important to maintain an excellent talent development program. • Another important key to success is offering fans an unforgettable experience in the stadium. Customer Benefits • Fans can order the jersey of their favorite player at any time via TSG Hoffenheim’s online store, which is based on the SAP Commerce Cloud e-commerce platform. A chatbot is available during the purchasing process to answer questions. • With SAP Sales Cloud, the club connects data and sales processes to SAP ERP, helping it to identify and take advantage of synergies. • The cloud-based SAP Sports One solution simplifies sports administration in all areas and unifies it in one platform. With connected HR, sales, and business management systems, TSG Hoffenheim is also equipped for a bright future off the pitch. “Innovation and digitalization are cornerstones of the future development of TSG Hoffenheim. Through the targeted application of modern approaches in the field of sports science and data analysis, we’re building the foundations for sustainable success.”
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Prof. Dr. Jan Mayer Managing Director TSG Hoffenheim
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SAP Service Cloud Value Stories
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Bosch Automotive Aftermarket Automotive | MEE SAP Service Cloud | SAP ERP Bosch Automotive Aftermarket provides aftermarket and repair shops worldwide with modern diagnostic and repair shop equipment and a wide range of spare parts.
Automotive
360 ° Visibility Of customer interactions
Headquarters Germany
Products Automotive aftermarket parts and repair shops
Web Site
boschaftermarket.com
One Integrated System To manage all service management–related data
Business Challenges • Challenge was managing and tracking contact center operations effectively, with multiple portals used for
ordering different services, and data held in numerous, siloed databases • Difficult for service agents to get an overview of customer requests
• Consolidate aftermarket services information in a single solution while providing service agents with smooth user experience that would help them deliver swift, efficient customer experiences and fast resolutions for customer inquiries Customer Benefits • Accessing all the information needed in one place, no longer needing to switch between multiple systems to resolve customer inquiries • Integration between SAP Service Cloud and SAP ERP supports smooth billing and logistics processes and provides service agents with visibility into order and shipping status • Ability to connect to third-party distance calculation and carrier systems from within SAP Service Cloud means that agents don’t have to log in to multiple screens in order to complete tasks
“A high-quality aftersales experience is an essential part of our overall offering. We are constantly aiming to improve the customer experience and increase the efficiency of service processes, and SAP Service Cloud is supporting us on this journey.”
Jim Leonard Service Manager, Bosch Automotive Service Solutions Inc. USA, Automotive Aftermarket Division, Robert Bosch GmbH
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Bosch Power Tools Industrial Manufacturing| MEE SAP S/4 HANA, public and private cloud SAP Service Cloud SAP BTP | SAP Joule AI
Industrial Manufacturing
As a division of the Bosch Group, Bosch Power Tools is a leading global supplier of power tools, garden tools, power tool accessories, and measuring technology. Whether you need specialized or general-purpose tools, Bosch has a tool that can do it all.
Adjustments in Minutes From weeks for new products and services introduced using SAP AI Optimizes Costs Saving millions of work hours annually AI Improves Efficiency Enhancing capabilities and uncovering potential
Headquarters Germany
Products Power tools manufacturer
Web Site
bosch-diy.com
Business Challenges • Bosch previously relied on countless static rules to route each ticket, a complex, slow and frustrating process for everyone. • Bosch needed an AI strategy to focus on a number of essential use cases in an aim to drive interest and spark discussions to accelerate potential rollouts within the company. Customer Benefits • The global roll out of the case classification agent in SAP Service Cloud eliminates hundreds of workflow rules, while significantly improving first-touch accuracy. • An AI agent in SAP Service Cloud analyzes each ticket’s context and automatically directs it to the right team for that specific inquiry. With faster responses, better first time resolution and consistent service quality, service operations become for efficient. • As Bosch Power Tools introduce new products and services, adjustments can be made in minutes instead of weeks. This transformation saves millions of work hours and optimizes costs in service management. • By leveraging AI technology from SAP, Bosch is diving efficiency, boosting productivity, achieving significant cost savings, and shaping a better tomorrow.
“The global roll out of the case classification agent in SAP Service Cloud eliminates hundreds of workflow rules, while significantly improving first- touch accuracy.”
Florian Haustein Head of Digital Customer Experience Bosch Power Tools
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Christchurch City Council Public Sector | APJ SAP S/4HANA, public cloud SAP Business Technology Platform SAP Commerce Cloud, citizen engagement accelerator | SAP Customer Data Cloud SAP Service Cloud Christchurch City Council is the local
Public Sector
government authority for Christchurch, New Zealand. The vision for the Council’s digital strategy will strengthen the city’s resilience to future challenges.
$20M in 5 Years Estimated savings moving to end-to- end digital processes with SAP 1,608 Hours Saved in 6 Months Time saved with improved processing of Land Information Memorandum (LIM) requests 96% Online Requests By introducing digitized processes
Headquarters New Zealand
Products Local government authority in Christchurch, New Zealand
Web Site ccc.govt.nz
Featured Partner DXC Technology
Business Challenges • Customer request and asset management systems were end-of-life and could not be extended to meet changing needs or new legislative requirements • Multiple point solutions and a lack of integration made customer service processes lengthy • Improvements to service delivery times were challenged due to a lack of automation and reliance on spreadsheets Customer Benefits • Upgrading SAP S/4HANA increased performance and gave Council greater disaster recovery capability for improved resilience • Moving from analogue to digital processes is estimated to save Council around $20m over five years • Automation of routine processes allowing Council to refocus resources in areas where personal interaction is more valuable • Citizens are using the Citizen Portal to quickly and easily interact with the Council to report issues, request services (both no charge and paid) and pay invoices
“The Council has transformed back-office processes by moving to a cloud-based, standardized ERP system to leverage the extensive capabilities of SAP Customer Experience solutions.”
Christchurch City Council
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Daiichi Properties Engineering, Construction and Operations |APJ
Engineering, Construction, and Operations
Daiichi Properties is a world-class property development company located in the Philippines. It acquires strategically located properties for office, residential, and industrial projects and converts them into sustainable, award-winning spaces.
SAP Service Cloud
+60% Tickets Closed Of customer tickets closed within a day 93% Compliance With service-level agreements (SLAs)
Headquarters Philippines
Products Real Estate
Web Site
Featured Partner delaware
daiichiproperties.com
Business Challenges • Limited interaction with tenants, leading to lack of visibility into issues and the best way to assist • Long turnaround times for issue resolution due to multiple layers of routing • No uniform system of record for complaints received and addressed by building personnel • Extended turnaround time for charging repair costs to the proper tenants Customer Benefits • More accurate billing and a better customer experience that improves customer satisfaction and strengthens the brand • Unified platform and enterprise-wide monitoring that reduces errors, increases efficiency, and speeds issue resolution • Timely maintenance request resolution and complete equipment, cost, and tenant data for better visibility
+98% Satisfaction Positive feedback on customer satisfaction surveys
“SAP Service Cloud has been helping us improve our customer relationships by providing a faster and more efficient feedback mechanism. It also helps better document ticket-related information and resolve tickets faster.”
J. Joel Cruz General Manager Daiichi Property Solutions (a subsidiary of Daiichi Properties)
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DeLonghi Consumer Products | EMEA S SAP Service Cloud
Consumer Products
De’Longhi is one of the world’s leading players in small domestic appliances associated with the world of coffee, the kitchen, air- conditioning, and home care. Its community of about 10,000 employees contributes to launching products that are increasingly innovative and tailored to consumers’ needs.
Single View Of the customer journey 14+ Apps
Headquarters Italy
Products Domestic appliances
Revenue
Web Site
€2.35 B
delonghi.com
Business Challenges • Remove obstacles between the company and customers by being customer-centric and having an omnichannel strategy to encourage convenient and positive customer experiences • Create best-in-class customer service with a user-friendly, high-performing, efficient, and well-integrated solution for agents to communicate with customers Customer Benefits • Improved performance of customer service agents with the speed and usability of the solution for customer dealings • Boosted agent productivity, faster query-resolution, and smoother customer experiences • Strong connection to company channels and processes, allowing workflow automation • Greater traceability, visibility, and cost-saving opportunities from faster query resolution and data-driven decision-making • User-friendly interface, allowing customers to quickly get answers through Web chat in one convenient and comfortable interaction
Integrated with SAP Service Cloud >1.5M Interactions Successfully managed per year
“Nowadays, being customer centric, having an omnichannel strategy, and equipping your customer service agents with the right tools are essential components in creating excellent customer experiences.”
Chiara Bearzatti Global Consumer Care Manager De’Longhi Appliances S.r.l.
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DTE Energy Utilities | NA SAP Service Cloud SAP Self Service Accelerator (SSA) for Utilities by SEW
Utilities
DTE Energy stands as a pillar of reliability in the ever-evolving energy landscape. With a commitment to serving 2.9 million electric customers and 1.3 million natural gas customers, DTE Energy is illuminating homes and powering businesses. It is committed to community growth and citizen prosperity.
>$94M Energy Assistance Provided to DTE customers since launch 2,735 Agency Users Have adopted the digital platform since launch
Headquarters United States
Products Electric and natural gas utility
Web Site
dteenergy.com
Business Challenges • Faced with the dual challenge of evolving energy demands and the need for inclusive customer support, DTE Energy embarked on a transformative project. • Serving a diverse customer base in Michigan, including a significant segment of low-income individuals, necessitated a more efficient and accessible approach to customer service and financial assistance. • The company recognized the urgency to streamline its customer service operations and enhance financial inclusivity. Customer Benefits • The platform’s implementation has been transformative. Customer satisfaction has soared, reflecting the seamless experience and proactive support provided. Digital agency adoption has surged, showcasing the platform’s accessibility and easy-to-use interface. • Customers have embraced digital payment methods, enjoying the convenience and efficiency they offer. For utilities, the platform has become a catalyst for substantial savings, optimizing collection processes and enhancing revenue streams. • The scalable platform can be easily integrated with multiple systems, such as CRM and CIS. As part of the roadmap, it will also be integrated with DTE's in-house chatbot to enhance customer experience further and build stronger customer communications. “The platform deployment effort is a brilliant example of what can be achieved through collaboration when we are all working to achieve a common goal. The team’s ability to deliver a multifaceted solution on schedule, is a reflection of the commitment by every person on the team.”
Angela Lipscomb IT Manager - Portfolio Delivery DTE Energy
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Elkjøp Retail | EMEA
Retail
Elkjøp Nordic is the leading consumer electronics retailer in the Nordics. The company sells consumer electronics, mobile phones, computers, white goods, domestic appliances, kitchen goods, and services related to these products both directly to consumers and to businesses.
SAP Commerce Cloud | SAP Service Cloud SAP Business Technology Platform | SAP Integration Suite | SAP Event Mesh | SAP Billing and Revenue Innovation Management SAP Subscription Billing | SAP Customer Activity Repository
3 Tenants Down from 17 tenants for 500 interfaces 5 Million Messages processed daily through SAP Integration Suite 30 Minutes From placing on online order to pickup in store
Headquarters Norway
Products Consumer electronics retailer
Elkjop.no Web Site
Business Challenges • Customers need a consistent, seamless shopping experience across online, in-store, and mobile channels to avoid confusion and ensure smooth transitions between different touchpoints. • High service and repair requests can cause delays and frustrations. Efficient scheduling and transparent communication are essential for minimizing customer inconvenience. • During peak times, limited stock and staffing can lead to long wait times and out-of-stock products. Proper forecasting and planning are crucial. Customer Benefits • Integrated many SAP solutions and third-party applications through SAP Integration Suite, helping to avoid manual interactions and giving us a real-time data view. • Supports customer relationships by managing high-volume events and data with minimal lag, meeting high service expectations.
“We are now at a place where we can distribute events that help us deliver a unified retail experience across online and physical stores. Our customers can now order online and pick up in a store within just 30 minutes.”
Mirko Adamovic Team Lead, Integration Elkjøp Nordic AS
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Jemena Utilities | APJ SAP Service Cloud SAP Customer Data Cloud
Utilities
Jemena owns and operates a diverse portfolio of energy assets, including providing gas and electricity across the northern and east coast regions of Australia. With over$11 billion worth of major utility infrastructure, we supply millions of households and businesses with essential services everyday.
100% “one-touch” Approval process of DFA claims completed 2.1 Million Records Of individual customer account records sourced from two backend SAPs: ERP and AMI 11k Tickets in 6 Weeks More visibility leading to rich customer service insights
Headquarters Australia
Products Electricity networks, gas pipelines, gas processing & storage facilities
Web Site
Featured Partner DXC Technologies
jemena.com.au
Business Challenges • Data siloing across disparate systems which made the effective consolidation of data and gaining a 360- degree view of our customers and services very difficult, and a reliance on manual processes which resulted in slow response times to customer enquiries and claims applications • Consolidate all business assets across Australia, which are currently run as sibling businesses with separate data silos and workflows • Legacy versions in use no longer offered the capabilities and functionality required to effectively serve our customers • Slow response times as well as confusion around what was happening with the customer’s specific service Customer Benefits • SAP Service Cloud offers a one-stop shop for customer management, able to manage all individual customers, account customers and contacts across the organisation in one system, as well as differentiate between one-time and returning customers, allowing us to further personalise our services and customer communications • Consolidating customer data allows customer service agents to focus on resolving tickets instead of inputting data and centralising the collective data empowers Jemena to perform more sophisticated data analyses and reports to refine insights "The CX Foundation program was truly a notable example of a business-led, digital- enabled change supported by strong external partnerships with customer centricity and employee experience being the center of the change. It was a role mode project focusing on organizational change management which resulted in a smooth and seamless transition."
Julien Capraro Chief Digital Officer Jemena
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