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
Watch the Video
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
Search SAP Sales & Service Cloud Stories by Industry
Building Products Eczacıbaşı Franke Home Solutions Ursa Insulation JSW MG Motors MG Motors India Toyota Motors Philippines Automotive Bosch Automotive Aftermarket Grupo Q
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 Döhler Group Essity Australasia
Larsen & Toubro Prestige Group
High Tech ERCOv2 Pitney Bowes SAP Learning Topcon
HOFMANN’s John Keells
Lyon MHP Miele Professional Versuni Vileda / Freudenberg
Analyst Reports
Telecommunications Nippon Telematique Oil & Gas SLB Search SAP Sales & Service Cloud Stories by Industry Special links
Industrial Manufacturing Alfanar Bitzer MAPAL Piller Group Sealed Air SEI Laser Stabilus
Use the buttons to navigate shortcuts to information SAP Sales Cloud Stories SAP Service Cloud Stories Combined Sales & Service Stories
Professional Services abl Solutions ACTICOv2 MEWA Textile Service v2 Sybit
Utilities ALBAv2 badenova v2 DTE Energy Jemena Stadtwerke Bielefeld Sydney Water TEAG
Public Sector Tauranga City Council
Metals Jindal Stainless Salzgitter
Wholesale Distribution Hayamaxv2 PRAMA HIKVISION Richter+Frenzel Wein Wolf Winncomv2
Retail
Elkjøp
Mill Products BHP Hörmann MACOv2 Pregis Packaging Salzgitter AG
Papa Murphy’s International SCOTT Sports
Analyst Reports
Sports & Entertainment San Jose Sharks TSG 1899 Hoffenheim
SAP Sales Cloud Value Stories
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ALBA Utilities | MEE SAP Sales Cloud V2
Utilities
When ALBA started up in 1968, the notion of reusing products and materials as a resource was seen as worthy but utopian. ALBA saw from the outset that there was far more to waste than just a disposal problem, and moved early to invest in technologies to recycle the valuable materials it contains.
Decrease Complexity of IT landscape and sales processes Unified Field sales and sales support services driving one source of truth and clear visibility into account activity
Headquarters Germany
Products Hazardous waste recycling
Web Site alba.info
Business Challenges • Need to future proof and simplify costly IT architecture and support • Inefficient, legacy IT landscape creating visibility and productivity gaps • Improve transparency for sales across all customer engagement activities Customer Benefits • Efficient deployment to approximately 290 users across sales and sales support services, increasing to 200+ by Q2/25 • The user experience and move to iPads delivered higher satisfaction and increased efficiency to field sales teams • All information is in one place for user, driving productivity and personalized customer interactions “Our users enjoy using SAP Sales Cloud v2 saying its more like the mobile apps they use every day. The modern and intuitive UX is a game changer.”
Alexander Welsch IT Project Manager – SAP Berater ALBA Group
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badenova Utilities | MEE SAP Sales Cloud v2
Utilities
Badenova AG & Co. KG is a leading energy and environmental service provider based in Freiburg, Germany. The company specializes in the supply of natural gas, electricity, and water, and is a subsidiary of the regional energy and environmental service provider badenova.
360 ° View Seamlesintegration with MSTeams and Outlook Fully Mobile Facilitates on-the-go customer documentation and synchronization Simple Some say the mobile app is much simpler than the desktop application
Headquarters Germany
Products Energy transmission services for natural gas, electricity and water
Business Challenges • Operated in siloed sections leading to duplicated efforts and inefficient communication with customers • Important customer data wasn’t shared making it difficult to see a full view of the customer
Customer Benefits • Enhanced customer management system provides a 360-degree view and streamlined, process-integrated steps, with seamless integration with Microsoft Teams and Outlook • Mobile solution facilitates on-the-go customer documentation and synchronization, offering seamless access and a unified data point across desktop and mobile platforms • Unified company-wide customer view enhances interaction and supports comprehensive IT department and customer relationship management “You don't have to open your laptop and do some documentation. You can do it directly with your mobile phone. And it's synchronized to the system. So all of us can access this information. It's very, very simple.”
Florian Textor Head of Business Service Management badenova
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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.
Headquarters Germany
Products Refrigeration and air conditioning manufacturer
Web Site
B2C customer engagement use
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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ERCO High Tech | MEE SAP Sales Cloud v2 SAP Emarsys SAP ERP
High Tech
ERCO is a provider of architectural lighting solutions. Its product categories include track and light structures, projectors, floodlights and wall washers, luminaries, and more. The company also offers consulting and marketing services. ERCO has 39 locations.
Connect Teams and data to foster collaboration and accelerate sales processes Increase Sales productivity with improved user experience and better insights to opportunities
Headquarters Germany
Products Architectural LED lightnings
Web Site ERCO.com
Business Challenges • Digitalize sales and marketing to boost sales efficiency and enhance cross departmental collaboration • As the end of life for SAP CRM on premise was approaching, ERCO was looking for a new solution for a modern, global CRM, aiming to harmonize processes across locations • ERCO needed a solution that accommodates their plans for AI Customer Benefits • Enhanced user experience and the speed of the solution significantly boosts sales efficiency and productivity • Easier to identify sales opportunities from various channels and convert them into deals • Improved cross-functional collaboration and better field sales alignment due to the mobile app • Connected experience accelerates the processes: currently integrated with SAP Emarsys, SAP ERP, SAP Analytics Cloud, MS Teams and Outlook. Next steps: SAP Service Cloud (v2) and SAP Cloud ERP “Our sales team selected SAP Sales Cloud over other vendors, rating it as the most modern solution and highlighting its superior performance and excellent user interface.”
Oliver Heid IT Director ERCO GmbH
Read the SAP Sales Cloud v2 Success Story
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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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Hayamax Wholesale Distribution | LATAM SAP Sales Cloud (V2)
Wholesale Distribution
Hayamax is a company with 60 years of experience in the distribution industry. Hayamax has a broad portfolio of over 5,000 products in segments such as IT, gaming, musical instruments, professional sound, electronics, and more.
SAP Emarsys SAP S/4HANA SAP Integration Suite
5 Systems Consolidated Into the SAP Emarsys platform, generating 3% of revenue in less than one year 19% Increase Of SMB active client base in six months driven by guided selling
Headquarters Brazil
Products Distribution of electronic parts and communications equipment
Web Site
hayamax.com.br
Business Challenges • Performance tracking across the customer acquisition channels after sales process were all scattered • Consolidation of five different marketing and engagement systems could increase efficiency, reduce costs • Replacement of poorly integrated CRM with modern system needed to allow full transparency across inside sales, field sales and call center Customer Benefits • SAP Sales Cloud allows lead qualification, opportunity management, guided selling and pipeline visibility for sales and sales leadership contributing to Hayamax adding 200 accounts monthly • Increase in average order value by 7.8% within 6 months due to more qualified leads • By analyzing which trade shows produce the most qualified leads, Hayamax has moved budget to more effective events, saving tens of thousands of dollars annually • Up to 50 new clients added monthly through the integration between Emarsys and SAP Sales Cloud • Next: SAP Service Cloud will be implemented to extend a 360 ° customer view to the call center
“It was the logical choice to build our Lead to Cash system with SAP Sales Cloud & SAP Emarsys. In less than a year, SAP Emarsys is already generating 3% of our revenue.”
Vinicius Saura Hayamax Distribuidora de Produtos Eletrônicos Ltda
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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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Lyon Consumer Products | APJ SAP Sales Cloud | SAP Business AI
Utilities
Lion is a leading beverages company in Australasia with fast-growing operations in the United States, offering a portfolio that includes market-leading names in beer, wine, spirits, seltzer, and nonalcoholic drinks.
SAP S/4HANA, private cloud SAP BTP | SAP Build Apps
<10 Days To build an app that normally takes months 24/7
Headquarters Australia
Products Beverage operations
Web Site
www.website.com
Business Challenges • Adapting to evolving consumer tastes by quickly bringing new innovations to market. • solve a perennial issue for the sales team by simplifying the capture of beer tap information, which was a manual and time-consuming process that took salespeople away from selling product. • the company wanted to streamline identifying preferred venues, helping Lion employees find places that sell the Lion range on tap. Customer Benefits • They built an app that solves the challenge of finding the nearest venue serving Lion brands on tap and helps the user find the alcoholic beverage of their taste. • While the Lion mobile app was built with the intention of making it easy for our employees to find venues that serve Lion products, we can see it evolving into an app for all consumers as a new sales channel. • There is no more lag time to update venue customer records. It has been reduced from several hours to zero.
For Lion product recommendations
Zero Lag Time To update venue customer records, down from several hours
“We thought, ‘Why not have the user take a picture of the beers on tap and let AI determine which ones are Lion products?’ And from there, we could use SAP Business AI to generate individual beer preferences for the user.”
Jamie Grande Head of Enterprise Applications Lion Pty Ltd
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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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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 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.
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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.
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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
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 first five days 20% Less Time Spent on systems maintenance
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 “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+Frenzel GmbH + 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)
Watch the Video
© 2024 SAP SE or an SAP affiliate company. All rights reserved.
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SAP Learning High Tech | MEE SAP Enterprise Service Management
High Tech
SAP is a German multinational software company that develops enterprise application software. SAP is the world leader in enterprise applications in terms of software and software- related service revenue. SAP serves more than 378,000 customers in over 180 countries.
95% SLAs Achieved Service Level Compliance reached with first response within 24 hours
Headquarters Germany
Products Enterprise software
Web Site sap.com
Business Challenges • Address customer experience challenges due to multiple entry points, teams supporting different topics, and disparate system landscapes ensuring a high SLA adherence • Unify support for ALL SAP Learning users under a single AI-led solution addressing customer inquires, support needs and cross team collaboration, while driving strong efficiency gains • Incumbent 3rd party solutions did not address anonymous user needs creating support challenges Customer Benefits • Open collaboration and increased efficiency for 250+ support agents across 10 different teams • Unified customer inquiry timeline and data integration enables hyper personalized customer experiences for 2M+ customer contacts and employees • Intuitive user design enables all user levels to navigate easily and use the tool effectively • Clear insight to service status and key metrics ensures high performance service and operations “The intuitive design of the user interface makes it easy for users at all levels to navigate and utilize the tool effectively.”
9% Reduction In case resolution time
Alexandra McElhinney SAP LSESS Technical Product Owner SAP SE
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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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SLB Oil & Gas | NA SAP Sales Cloud SAP BTP
Oil & Gas
SLB, formerly known as Schlumberger, is a global leader in technology and services for the energy industry, operating in over 120 countries with a focus on innovation and sustainability.
100 Countries Supporting 4,000+ sellers -75% Sales Assets Improving seller efficiency 5K+ Visitors Engaged Live at a single trade show
Headquarters United States
Products Technology and services for the energy industry
Web Site
slb.com
Business Challenges • Sellers struggled to find relevant content, often resorting to downloading it onto their desktops. Which resulted in slowed time-to-market, inconsistent buying experiences, and potential security risks. • Customer-facing teams lacked the necessary content and information to fully support customer accounts as trusted advisors. • Overall, the go-to-market team faced limitations in showcasing the depth of innovation in front of customers. Customer Benefits • Accelerated time-to-market while elevating SLB’s ability to showcasing the latest in its extensive product portfolio. • Centralized sales content within SAP Sales Cloud through Mediafly integration, optimizing go-to-market efficiency. • Delivered a consistent Intelligent Customer Experience (CX) across diverse teams.
with dynamic, relevant content experiences
“Mediafly and SAP have turned our sellers into sales heroes. We now have a virtual sales assistant available to our sellers anytime, anywhere, providing timely and targeted information that propel our complex deals forward.”
Mikael Dognon Director of Product Management SLB
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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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Topcon High Tech – United States SAP Commerce Cloud SAP Sales Cloud
High Tech
Topcon Positioning Systems (formerly known as Topcon Laser Systems) designs and manufactures precision positioning equipment and control systems. Its products include antennas, 3D scanners, sensors, tablets, data transfer devices and crop weighing systems.
SAP S/4HANA Cloud, public edition SAP Build, and WalkMe solutions
~29% Less Time For month-end closing, from seven days down to five 42% Automated Sales orders in one country, up from 18% 20 Minutes For monthly inventory reporting, down from between six and eight hours
Headquarters United States
Products Positioning
Web Site
topconpositioning.com
equipment and control systems
Business Challenges • Desire to consolidate 10 ERP systems in 12 countries in one cloud-based solution • Need to improve the customer experience and better support sales and marketing teams through integrated data, automation, and greater visibility across all channels Customer Benefits • Enabled faster reporting and greater agility through integrated, accurate, real-time data • Streamlined sales and marketing processes, from sales quote to order, with more consistent branding • Improved processes and increased automation, elevating efficiency and reducing manual effort • Triggered prompts to employees to fix invalid entries in real time • Enabled contextual guidance, automatically taking users to the next relevant step in a process, based on what’s been completed on the current page, helping ensure users don’t miss important fields “What’s changed with SAP S/4HANA Cloud Public Edition and SAP Customer Experience solutions? What’s not changed! We’ve matched almost every process with best practices recommended by SAP and gained real-time visibility. The transformation is amazing.”
David de Jong Senior Project Manager Topcon Positioning Systems Inc
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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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Winncom Wholesale Distribution | NA SAP Sales Cloud SAP S/4HANA, public edition
Wholesale Distribution
Winncom Technologies is a worldwide distributor and provider of complete
networking solutions, wireless and wired. Their expertise in networking products allows us to sell the products and provide complete solutions for various markets and applications.
Connect The sales and operational processes for data-driven sales activities and accelerated deal cycles Increase Sales productivity with improved user experience and better insights to opportunities
Headquarters United States
Products Distributor of wireless and wired networking solutions
Web Site
winncom.com
Business Challenges • Legacy ERP system was nearing end of life with limited scalability and capabilities, such as a lack of logistics needs support, no real-time visibility across global operations, and manual and inefficient workflows • In need of a system to support scalable growth and streamline business processes • Sought to improve the selling processes, customer experience, and increase revenue opportunities Customer Benefits • Simplified procurement processes, and streamlined invoicing processes with a cloud-based ERP ecosystem • SAP Sales Cloud and SAP Cloud ERP together empower the sales team with data-driven, AI-powered recommendations and accelerate deal cycles • Gain better insights on trade show results with the overview of leads to sales progression “Transitioning to SAP Cloud ERP and SAP Sales Cloud is a key milestone in our digital transformation. It’s equipped us with a unified platform that seamlessly connects our operations and sales processes – providing the agility, intelligence, and integration we need to scale globally.”
Vladimir Fedoroff CFO Winncom
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ACTICO Industry | Region SAP Service Cloud v2 SAP S/4HANA Cloud, public edition SAP BTP / SAP Integration Suite AP AI Core and SAP AI Launchpad
Professional Services
ACTICO Group GmbH (ACTICO) is a leading software and technology company, developing innovative solutions for automating corporate decision-making in credit risk management, regulation and investment management for the financial services industry.
2x Faster Time tracking 80% Fewer Controls and corrections In time tracking On Time Direct time billing during Monthly closing
Headquarters Germany
Products software and technology company
Web Site
ACTICO.com
Business Challenges • Each business unit and subsidiary operated on different processes and systems, creating silos and hampering collaboration. • Operated with different accounting and project management systems without integration—lacking unified cost accounting and effective standardized project management Customer Benefits • ACTICO’s implementation of SAP S/4HANA Cloud public edition and SAP Service Cloud has delivered substantial IT enhancements, both used to innovate the professional services processing processes • By standardizing processes and adopting a modern ERP solution, our IT department’s productivity has significantly increased. The cloud-based infrastructure offers scalability and flexibility, enabling us to easily adapt to evolving business needs without investing in additional hardware • Real-time data analytics boost transparency and provide comprehensive control over our business processes. Furthermore, SAP S/4HANA Cloud’s regular updates and robust protection measures ensure the highest security standards “Previously hampered by fragmented external bookkeeping, our SAP Cloud ERP and AGIL AI. TimeManager now deliver real-time insights across five companies — transformation achieved in just nine months.”
Hans Jürgen Rieder Chief Executive Officer ACTICO Group GmbH
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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
Business Challenges • Challenge was managing and tracking contact center operations effectively, with multiple portals used for
One Integrated System To manage all service management– related data
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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