About SAP Customer Experience

SAP Customer Experience offers a range of tools to meet the needs of sales, marketing and customer service staff, as well as managers and business owners. The Interaction Center within the CRM provides a platform to manage customer communication from multiple channels. All customer interactions, from call, email, social media and live chat can be tracked, managed and evaluated. Tasks and dates can be prioritized, follow-ups can be schedules and team selling supported, using the CRM.

Integrated knowledge management, along with rules-based email management, allows agents to solve issues faster within the CRM. The marketing and sales analytics features, combined with the reporting tools offered in SAP Customer Experience, allow marketing and sales departments to refine their campaign strategy. Align teams on company goals and team objectives by analyzing performance and coordinating efforts with call lists, agent scripts and promotional campaigns.

Create and execute marketing campaigns using data gathered though SAP Customer Experience. Marketing campaign efforts can be implemented globally, regionally or locally. Campaign performance can be monitored in real-time and scenario-based campaigns can be implemented. The pipleline management tools offered by SAP Customer Experience allow sales reps to qualify leads more efficiently and to make use of cross-selling and up-selling opportunities. Sales reps can use the SAP ERP integration to manage sales orders, quotes and contracts, processing and closing deals more efficiently.

Pricing starting from:

US$58.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of SAP Customer Experience

  • Marketing: Get valuable insights on customer interactions and marketing activities to refine marketing campaigns.

  • Sales: Use the sales planning and forecasting tools to ensure teams are inline with goals. Manage teams across territories, and see their real-time performance.

  • Services: The app supports customer service teams, and service industry staff. Tools include field service management; warranty and claim management, service contract management, returns and depot repair, and more.

  • Partner Channel Management: You can use SAP Customer Experience to manage partner relationships. Streamline processes for partner recruitment, communications, channel marketing and forecasting, partner order management, analytics and more.

  • Interaction Center: Manage and record all your client interactions across multiple channels, for both inbound and outbound communications. These tools support telemarketing, telesales, customer service, email response, and multifunctional shared service.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Australia, Canada, China, Germany, United Kingdom , India, Japan, United States

    Supported Languages

    English

    Pricing starting from:

    US$58.00/month

    • Free Version
    • Free Trial
    • Subscription

    Images

    SAP Customer Experience Software - Task and schedule overview in SAP Customer Experience
    SAP Customer Experience Software - HR data in SAP Customer Experience
    SAP Customer Experience Software - Corporate account view in SAP Customer Experience
    SAP Customer Experience Software - Account activity overview in SAP Customer Experience
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    SAP Customer Experience video
    SAP Customer Experience Software - Task and schedule overview in SAP Customer Experience
    SAP Customer Experience Software - HR data in SAP Customer Experience
    SAP Customer Experience Software - Corporate account view in SAP Customer Experience
    SAP Customer Experience Software - Account activity overview in SAP Customer Experience

    Features

    Total features of SAP Customer Experience: 20

    • Automated Routing
    • Campaign Management
    • Client Management
    • Contact Management
    • Customer Complaint Tracking
    • Customer Database
    • Email Management
    • For Small Businesses
    • For Startups
    • Forecasting
    • Knowledge Base Management
    • Lead Management
    • Lead Segmentation
    • Mobile Access
    • Pipeline Management
    • ROI Tracking
    • Reporting/Analytics
    • Routing
    • Sales Pipeline Management
    • Support Ticket Management

    Alternatives

    Adobe Commerce

    4.3
    #1 Alternative to SAP Customer Experience
    Adobe Commerce enables large companies to create, manage, and edit e-Commerce websites to provide personalized customer...

    Salesforce Sales Cloud

    4.4
    #2 Alternative to SAP Customer Experience
    Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud...

    Salesforce B2B Commerce

    4.6
    #3 Alternative to SAP Customer Experience
    Salesforce B2B Commerce is a cloud-based platform, which helps retailers, wholesalers, and distributors manage purchase...

    Salesforce Commerce Cloud

    4.3
    #4 Alternative to SAP Customer Experience
    Salesforce B2C Commerce helps businesses design, launch and manage eCommerce websites to handle orders, pricing,...

    Reviews

    Overall rating

    4.2 /5
    (212)
    Value for Money
    3.9/5
    Features
    4.2/5
    Ease of Use
    3.8/5
    Customer Support
    4.1/5

    Already have SAP Customer Experience?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 212
    Arvind Kumar
    Overall rating
    • Industry: Leisure, Travel & Tourism
    • Company size: 10,000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Easy to learn and work with, yet most powerful Java based eCommerce platform

    Reviewed on 17/12/2019

    Pros

    1. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com.

    2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years.

    3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms.

    4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses.

    5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available.

    6. The licensing is very flexible.

    7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure.

    Cons

    1. The CMS and personalization still have some room for improvement.

    2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features.

    Logan
    Overall rating
    • Industry: Construction
    • Company size: 11-50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    A hearty program to organize details

    Reviewed on 15/04/2019

    Helpful but exhaustive.

    Helpful but exhaustive.

    Pros

    SAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions.

    Cons

    I found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program.

    Matjaz
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 5.0 /10

    Sap Customer Experience

    Reviewed on 15/11/2022

    Not so satisfied, but the product (products in a package) are getting better with years,

    Not so satisfied, but the product (products in a package) are getting better with years,

    Pros

    Support ticketing option is a nice feature. Works great in a bigger companies. The response of a support engineer is another topic.

    Cons

    Very slow software. Often crashes under heavy usage on the same page. Mobile support not done properly.

    Ritam
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 10,000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    SAP Experience in Enterprise Asset Management

    Reviewed on 22/09/2022

    Pros

    Can be customized according to user requirement with the help of Enhancemnets and ZTables.

    Cons

    Standard table entries cannot be rectified directly and correction programs need to be build.

    Sarah
    Overall rating
    • Industry: Management Consulting
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    Why SAP CRM is better when it works with others.

    Reviewed on 17/04/2015

    Pros

    I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive.
    Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM.
    The system is really set up to help you try and capture the most relevant information to your business.

    Cons

    As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together.
    The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps.
    I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.

    Showing 5 reviews of 212 Read all reviews

    SAP Customer Experience FAQs

    Below are some frequently asked questions for SAP Customer Experience.

    SAP Customer Experience offers the following pricing plans:

    • Starting from: US$58.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    The solution is offered on a subscription payment model and varies depending on your requirements. SAP offers small business pricing options.

    SAP Customer Experience has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

    SAP Customer Experience supports the following languages:

    English

    SAP Customer Experience supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    We do not have any information about what integrations SAP Customer Experience has

    SAP Customer Experience offers the following support options:

    Chat

    Related categories

    See all software categories found for SAP Customer Experience.