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How PILLER Increased Customer Service with 51��Customer Experience Solutions

Karin Fent — Thu, 24 Aug 2023 12:15:50 +0000

produces high-performance blowers and compressors and customized solutions to meet specific requirements of various industries. Its global network of wholly owned subsidiaries and joint ventures enables it to serve an international customer base.

To increase customer service quality, the company wanted to share information and optimize business processes across its sales, service, and marketing activities.

Moving from Manual Processes to Integrated Activities

At PILLER, different departments were using their own IT solutions.

The service department had manual processes, such as Microsoft Excel spreadsheets, to dispatch service technicians. The technicians were logging into a central server to retrieve data and recording customer support by e-mails and conversations. The sales department had a basic access environment due to custom-made products with individual serial numbers. There was no master data; tailored sales quotes were done on paper, posing challenges for data updating and quality. The marketing department was conducting its business, like capturing trade-fair leads or planning and executing campaigns, by hand and with spreadsheets. All these manual activities were time intensive and prone to human error.

To enable the marketing, sales, and service teams to perform to the best of their abilities, PILLER wanted solutions that allowed it to share important information. It wished to harmonize all customer-related processes, from initial contact and order management to delivery of spare parts and follow-up.

“For new products or customers, it’s important that real-time master data in our core software is mirrored in our sales, service, and marketing systems. We can do this by integrating 51��Customer Experience solutions and 51��Field Service Management with 51��S/4HANA,” said Frank Münzner, in-house 51��consultant for Lead to Cash at PILLER Blowers & Compressors GmbH.

Adopting Cloud Solutions to Achieve Innovative Customer Service

PILLER employed the solution to help address the needs of its sales team and integrate functionalities, such as managing quotes and orders, in one place. The solution offers a search capability and a modern, intuitive user interface.

The company is using the to help create service tickets, which are the single point of customer contact, with product serial numbers and metadata. Integrating this mobile app with the solution can enable technicians to receive service ticket information on an Apple iPad, so they can have everything they need to carry out their work. This can also translate to good customer support.

By deploying the solution and integrating it with 51��Sales Cloud, PILLER now proactively shares data, such as service tickets, lead opportunities, and customer contacts, between the sales and marketing teams. This lets the company contact a customer with a warranty option or service cost reduction, for example.

PILLER has now integrated the three 51��Customer Experience solutions for sales, service, and marketing and with , the company’s enterprise resource planning (ERP) software.

PILLER partnered with to gain advice about new functionalities and implementation support, while provided guidance around leveraging the potential in terms of business transformation and digitization.

Gaining Comprehensive Customer Visibility with Integrated Solutions

The major advantage in connecting the 51��Customer Experience portfolio, 51��Field Service Management, and 51��S/4HANA is that real-time data can be available across all these solutions. While master data, such as for a new product, customer, or material, is entered and kept in 51��S/4HANA as the core software, it’s automatically pushed into the other integrated solutions.

This is helping PILLER deliver highly efficient and innovative customer service and business models. The company gains a comprehensive view of worldwide customers in real time while interacting with them at each stage of their journey in a targeted manner.

There are now customer-related processes across departments, sites, and systems as well as consistent communication throughout the company, thanks to standardized forms and templates. The business is achieving agile sales with faster response times and better allocation of target groups. It’s also making decisions for customer management based on facts and analyses.

Other benefits the company achieved were:

360-degree view of customers worldwide in real time
90% less paper with digital processes
30% reduction in effort by using digital processes

“We’ve always combined tradition with innovation when manufacturing our blowers. With 51��Customer Experience solutions, our customer management operations are superior to those of our competitors. We’re able to keep a close eye on processes and respond quickly and accordingly,” said Thomas Henzler, CIO at PILLER Blowers & Compressors GmbH.

Rolling Out Customer-Centric Solutions

Combining and the 51��Field Service Management mobile app with 51��S/4HANA is helping deliver real-time data for integrated processes.

The integration of the 51��Field Service Management mobile app with 51��Service Cloud is being piloted with three service technicians and garnering positive feedback so far.

Watch an of 51��Sales Cloud to help build lasting customer relationships and to maximize customer lifetime value with connected service. Read about the benefits companies achieved with . View a and to learn how to maximize productivity and asset uptime with 51��Field Service Management. .

Karin Fent is senior director of Global Customer Success Digital Supply Chain at SAP.

How Tech Makes Shopping Quick and Easy for Bosch Customers

Derek Klobucher — Tue, 15 Aug 2023 12:15:51 +0000

Benefits of e-commerce include reaching new customers and better personalizing service. But what if your customers need – and have spent decades relying on – the in-store expertise of your associates? To find a very specific product? For use with another very specific product? To accomplish a very specific task?

“More and more of our users are coming online…[and] they still want to have the similar guidance and the systems they had in-store,” Ganna Lobachevska, the touchpoint owner of Product Finder and Product Guidance at , told 51��at NRF 2023 for a new video. “Our overall goal is to make it easier for our users to find the right accessory for their job.”

Of course, making something easy to do on the front end is seldom easy to build on the back end. And that was Bosch’s challenge when helping online shoppers narrow their search for the perfect jigsaw blade, drill bit, or abrasive wheel from a truly massive accessory portfolio.

“Any company with a wide range of products has to think how they can simplify the user journey…and how they can make it easier for the customers to find the right product,” Lobachevska said. “With the Bosch , we provide a solution that makes it easier and faster.”

Building that easier, faster solution meant finding a high-tech way to satisfy a peculiar demand by online shoppers.

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When Brick-and-Mortar Set the Bar (Almost) Too High

Selecting a specific power tool accessory for a specific job – and ensuring it’s compatible with your specific power tool – are big reasons that people historically shopped at brick-and-mortar stores, according to Lobachevska. It makes sense, right? You can consult with a knowledgeable human sales associate.

But Bosch’s e-commerce customers expect the same in-store-style expertise via a quick and painless online exchange, according to Lobachevska. And she doesn’t seem worried.

“The Accessory Advisor guides the user through a series of very simple questions,” Lobachevska said. “In the end, they have three perfect recommendations for the work they want to do.”

It’s pretty much an online conversation that yields the right product, according to Lobachevska. And Bosch found the right tech – and partners – to make these virtual dialogues happen.

Tech to the Rescue

“We realized that there is a need for a better user guidance,” Lobachevska said of Bosch’s decision to go with , a Boston-based digital commerce search platform and partner solution in SAP’s industry cloud. “It offered us the best.”

Zoovu’s Semantic Studio translates technical jargon into e-commerce-friendly prose, which saves time for both Bosch data managers and shoppers. A few artificial intelligence (AI)-assisted questions later, and these accessory hunters have enjoyed a smooth, seamless customer experience.

“This means that our customers spend less time searching for a product,” Lobachevska said. “And when they purchase the product, it’s the right one and they are more satisfied.”

This increases efficiency, according to Lobachevska. It also cuts down on returns and poor online reviews.

Powering Forward

Whether in-store or online, Bosch digital assistants and 51��Marketing Cloud connect to improve Bosch’s data analytics, business insights, and customer experience, . Those digital assistants have already helped enhance the customer experience for more than 1 million Bosch shoppers across more than 35 global markets, boosting engagement up to 65% as well as increasing customer loyalty and satisfaction.

And still more can be done by connecting all of that to the Accessory Advisor, according to Lobachevska.

“We would like to connect the Bosch Accessory Advisor with our CRM system, which is basically 51��Marketing Cloud,” Lobachevska said. “This will allow us to gain business insights, to build better personas, and to make the user experience even better because it’ll be more personalized.”

Harrods’ High-Tech Backend Helps Deliver Unparalleled Experience

Derek Klobucher — Tue, 25 Apr 2023 13:15:09 +0000

It’s easy to say customer experience is your No. 1 priority, but offering a truly seamless journey is often brutally complicated on the backend. So, London-based luxury retailer Harrods uses 51��technology to ease that backend burden and deliver a silky-smooth customer experience across all its channels, which include a growing ecommerce site, private shopping in China, and more.

But Harrods’ most important channel is still its flagship store.

“When we talk about luxury and the importance of experience, the store is core to what we do,” Erik Rasmussen, head of 51��& Data Analytics at Harrods, told 51��on the NRF 2023 showfloor. “Having that single flagship store is still absolutely crucial to Harrods’ DNA and something that we expect to drive going forward for a long time.”

Harrods’ flagship store is about 1 million square feet (about 93,000 square meters) of retail space in Knightsbridge, an upscale London neighborhood known for grand Victorian and Georgian homes, fine dining, and, of course, high-end shopping. This single, full-line department store offers food, fashion, homeware, furniture, and technology – and it reaped £2.4 billion in sales last year.

“So, small footprint but massive business,” Rasmussen said, noting that the flagship store alone carries more than 400,000 products from about 4,000 brands. “And incredible things [are] going on every day.”

To keep incredible things happening, Harrods and 51��invested in the Single View of Customer project, an analytics initiative to help Harrods better understand how customers interact with the brand. When Harrods can accurately anticipate what shoppers will want, it can deliver memorable experiences that make delighted customers say, “Wow!”

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How to “Wow!”

“Harrods is a unique model…A lot of other retailers will have a smaller selection of products in store and an endless aisle online,” Rasmussen said. “At Harrods, the most complete shopping experience is still to come into the store because of the variety…[and] the different experiences you have.”

Indeed, Harrods rewards shoppers at its brick-and-mortar flagship store with expert associates and a truly impressive array of products. For instance, in the furniture department, you can see examples of each piece and then choose your very specific model based myriad variables, such as size, headboard style, and even jewelry configuration.

“With one single product, you can very quickly get into things like 10,000 different permutations,” Rasmussen said during a presentation at SAP’s NRF booth. “When you think about that spread across an entire product assortment – spread across all the brands that we carry – you suddenly start to find yourself in a really challenging data management perspective.”

To conquer that challenge, Harrods consolidated all the relevant data from vendors and others into its backend, according to Rasmussen. Harrods’ digital technology team then built a Web app that lets shoppers personalize furniture from start to finish – from browsing to home delivery.

“A lot of heavy lifting that we had to do on the backend – it’s not easy to make this work,” Rasmussen said. “But from a customer experience, ultimately it becomes pretty seamless.”

Investing in Customers – And Single View of Customer

It’s vital that Harrods get better acquainted with the roughly 2.5 million consumers registered in its loyalty scheme, according to Rasmussen. Of the 400,000 or so unique customers who shop in store each year, the top 0.1%, roughly 400 people, account for about 20% of Harrods’ sales.

A 2021 implementation of 51��Customer Activity Repository and 51��BW/4HANA laid the foundation for much of Harrods’ analytics, according to Rasmussen. And, as a high-value – as opposed to high-volume – business, Harrods’ enterprise resource planning (ERP) system and data warehouse could analyze every individual transaction.

“This type of investment – giving us the right insights, the right analytics, the right visibility – has really empowered our teams,” Rasmussen said. “Knowing that information – and we let that feed things like the Single View of Customer platform or our data science initiatives or replenishment – is fuel to the things we can do to drive our business.”

Such drivers include reactivation campaigns, as happened with a shopper to whom Harrods offered a free pastry with a £50 purchase, according to Rasmussen. The customer made a qualifying purchase, received the complimentary gift, and then promptly returned to the salesfloor to spend another £30,000.

“If we can reactivate those types of customers across the entire 2.5 million [customers], the opportunities for our growth will be enormous,” Rasmussen said. “It’s something that we’re already seeing pay dividends, and we’re really excited to see what we can develop for the future.”

The Future Is Still Experience

Predictive analytics will be a big focus for Harrods, especially identifying new shoppers who might be similar to its high-value customers, according to Rasmussen. Data from 51��Marketing Cloud, 51��Customer Data Cloud, and 51��Service Cloud can help Harrods spot – and serve – its next big spenders, alongside transactional information through 51��Customer Activity Repository and analytics via 51��BW/4HANA.

“How can we take a customer who might look like they’re spending £2,000 and realize that they are customers who should be spending £200,000?” Rasmussen said in . “Get them the right personalized service within either our personal shopping department, our concierge service, or a stylist to make sure that we can nurture them more quickly.”

And, again, this seamless customer experience is made possible by a lot of work on the backend. But it’s worth it, according to Rasmussen.

“The two things I take away from what we’ve done at Harrods are one, customer experience comes first,” Rasmussen said. “Secondly, I think we’ve really benefited from the strong partnership we’ve made with our technology partners, 51��being one of them. We’re making sure that we can invest with them, co-innovate with them, and…we’re collectively moving towards giving the customer the absolutely best experience.”

Extraordinary Times Create Unparalleled Opportunity

Shane Paladin — Mon, 14 Dec 2020 14:15:30 +0000

In times like this, businesses can learn to operate better and stronger than ever. Every unforeseen challenge brings opportunities to adapt faster and overcome the unknown with resilience. And for 51��customers, it’s also a moment of exponential growth in ingenuity and intelligence – everything necessary for a sustainable recovery.

Sometimes, there is no way to learn from the past. The historical shifts experienced throughout 2020 have certainly proven this fact. But instead of sitting idle, businesses have confronted every unique challenge by thinking differently about the world around them.

From work-from-home arrangements to increased process automation, every adjustment has helped companies realize that how work gets done is more important than where their people carry it out. For example, within the , we quickly shifted to off-site delivery of our offerings. This innovation, shaped and continuously fine-tuned over the past 25 years, allowed us to help businesses in every industry navigate through the contours of their economic condition while keeping the lights on and seizing the moment to transform.

As I reflect on this whirlwind that was 2020, I am amazed at how our customers handled an array of changes by responding quickly, recovering resiliently, and reimagining their business confidently. And, those that relied on our outcome-based services to open new doors to expert knowledge and accelerate innovation achieved meaningful outcomes that position them well for the future.

But don’t take my word for it. Here is a recent snapshot of how our customers are turning these extraordinary times into unparalleled opportunities.

Shaping Business Units Into Economic Catalysts

To support a well-admired portfolio of brands containing Calvin Klein, Tommy Hilfiger, Van Heusen, and IZOD, the fashion powerhouse wanted to harmonize its retail and fashion business units while optimizing manufacturing and wholesale functions. This strategy required a modern, intelligent platform that was designed explicitly for the industry.

PVH Corp. achieved that goal by migrating its legacy enterprise resource planning (ERP) system to the solution for fashion and vertical business. With a premium-level partnership from , the overall implementation project was smooth and safeguarded with on-site and off-site pre- and post-launch checks. The services also helped the company roll out the latest standard functionalities of the intelligent ERP – including a successful cutover in Hong Kong and Macau (China) without customizing interfaces and experiences.

Saving Valuable Resources by Managing Data Better

is one of the world’s largest food companies, nourishing people in 150 countries across five continents with a portfolio of over 30 brands. Such a feat requires continuous innovation and process improvement, a stable IT system, and a reliable analytics environment.

To acquire this foundation for better data processing and analysis, BRF implemented and the 51��Business Warehouse application on 51��HANA with assistance from 51��MaxAttention and other 51��services. This approach enabled the company to define a solid deployment plan and an aging-data strategy, which included removing 1.9 terabytes of data from a “hot layer” of memory without deleting information.

Engineering the User Experience with Greater Efficiency

(HPE) sought to remove costly and ineffective work processes quickly and efficiently across the enterprise to accomplish more with . But at the same time, the company needed to strengthen the overall quality of its customers’ user experiences.

HPE found the answer to this dilemma by leveraging a business operations self-healing service delivered through 51��MaxAttention. This choice allowed the company to simplify its IT processes and implement new technology with a successful 100% off-site delivery. IT issues are now automatically resolved to support across its technology landscape, enabling a customer experience that offers intelligent, near-seamless, and effortless interactions.

Easing Commutes for More Than 40,000 People

Facing significant growth in its resident and worker population, the recognized the necessity of extending its infrastructure with forward-looking investments. One of these projects was easing traffic congestion and resulting environmental impacts with smart mobility technology that better manages parking, encourages car sharing, and makes public transport more convenient.

Collaborating with Deloitte, BMW, and from SAP, the Swiss city’s public services team developed a proof of concept based on . The use of existing solutions, best practices, and current knowledge from BMW and 51��portfolios accelerated the development of a high-quality, interoperable smart-mobility platform designed to provide e-car, car-sharing, and digital valet parking services.

Transporting Millions of Passengers with Data-Driven Insights

(ZSSK) is committed to improving the quality of life for people in regional areas through sustainable mobility. But the railway transport company needed to communicate that message better throughout Slovakia with marketing campaigns that attract more passengers.

ZSSK sought the expertise of JUST IT Solutions s.r.o. and the team to modernize its software landscape to set the foundation for data-driven decision-making. Both 51��and the partner consulted on the solution architecture design and overall project management of the implementation of 51��S/4HANA. After a smooth go-live of 51��S/4HANA and the solution, the company now carries out targeted marketing tactics with more accurate customer segmentation and timely access to critical business and financial indicators.

Serving the Energy Needs of 3 Million Households

With a mission in supplying clean and safe energy in Korean households, is committed to laying the groundwork for continued sustainable growth. But first, the liquified natural gas distributor needed to transition from an aging on-premise landscape to a modern cloud platform.

�ճ��ǳܲ��ٳ�� services, Samchully was given direct access to a dedicated technical quality manager who supported the firm’s move to 51��Business Suite powered by 51��HANA on . Proactive support and advice before and during the go-live provided a clear path to cloud readiness and supported migration rehearsal tests in collaboration with a team of 51��experts across different time zones. Afterward, practical follow-up support further optimized the implementation to help ensure the platform was fully scalable, secure, and reliable, and reducing IT costs and complexity.

Responding Faster to Help Customers Overcome Challenges

Mining contractor wanted to meet customer demand better by increasing operational visibility and agility. The company turned to our services organization for help, using the plan and safeguard service package for 51��S/4HANA Cloud and the ��ڴǰ� from SAP. Also, our partners Deloitte Australia and Full Circle Partners gave expertise to help ensure a smooth transition.

By establishing a unified business operations platform, the company now has a single source of truth across all its markets. Furthermore, it can support advanced technologies, inspiring further innovation of processes and customer services.

Fundamental Lessons from 2020: The Power of Ingenuity and Intelligence

Without question, 2020 has been quite a test for business leaders and their workforce. But as these customer stories show, many companies are surviving – even thriving – as they pivot toward simpler processes, optimized operations, faster response to demand, and more meaningful employee experiences.

Despite all the chaos and uncertainty, there are many reasons to celebrate. How else could we have known how innovative and intelligent our businesses could be? And just think, with everything we know now, how remarkable 2021 could be!

Stay in the conversation by following the 51��Services and Support on , , , and .

Shane Paladin, president of Services at SAP.

Black Friday’s Demise Transforms Shopping Experience Beyond the Holidays

Susan Galer — Mon, 23 Nov 2020 14:15:15 +0000

Black Friday, as we have known it for decades, is the most impersonal, inconvenient shopping experience ever invented. With this holiday season’s in-person shopping prospects disrupted by pandemic risks, high-performing retailers are shifting to personalized digital commerce strategies that provide consumers with a seamless, holistic shopping experience. In other words, the antithesis of yesteryear’s Black Friday shopping norms.

According to researchers, 65 percent of organizations will move to digital first through automated operations and contact-less experiences as physical interactions become an amenity of the past. Translated to the retail industry, timed product discount windows will not be enough to secure customer loyalty that turns into sufficient profits this season or after. Customer loyalty now comes down to understanding and managing the entire shopping experience, from the moment someone hears about a product, researches their choices, navigates the company’s website, and makes a purchase decision.

Connected Data Changes Customer Experience

While IDC surveys found that people are increasingly using self-service technology, what’s happening behind the scenes – from retail product sourcing through sales – is also driving shopping experience transformation. When a consumer purchases a product online, and other feedback loops at any time can capture their experience, including satisfaction levels with the buying process, shipping and delivery, the product itself, and follow-up services. Bringing this data into the rest of the company, such as product development, supply chain, and marketing, transforms the relationship between customer and retailer in ways that last long after the crush of any Black Friday sale.

“Companies are becoming that are able to listen, understand, and act on what customers are experiencing,” said Francesco Rovico, senior business enterprise consultant at SAP. “By connecting customer experience X-data with operational O-data, retailers can differentiate by delivering more personalized shopping experiences to consumers for brand loyalty and revenue growth.”

Turning Data Into Targeted Offers

This transformed shopping experience upends a slew of Black Friday traditions, such as rushing into stores at midnight only to find the shelves devoid of the specially priced product we coveted. In fact, the point of understanding the customer experience and connecting data company-wide is to prevent supply chain shortages.

For example, retailers could collect and analyze consumer sentiment about purchasing an advertised product by incentivizing them with discounts to take a survey. When the consumer responds to the survey by scanning a QR code, retailers can securely capture their personal data from social media or sign-up information on the company website. Getting the answers to questions like whether or not someone was interested in a product – or if a discount would be valuable – and combining that data with inventory and supply chain data in could allow retailers to better stock products aligned with projected customer demands. It can also help retailers personalize offers.

“ allows retailers to analyze information from anywhere the consumer interaction takes place, including social media, the company website, texts, email, or even a support center phone call,” Rovico said. “Taken together, this data provides a demographic profile of the consumer that the retailer can use to dynamically create targeted promotions, down to the ‘segment of one.’”

From Social Influencers to Sales

Of course, the end of Black Friday also means customers can shop on their laptops, track their product shipments on their mobile devices, and return items by dialing into a call center. Retailers need to connect data from all these different places in order to deliver a satisfying shopping experience.

Consider social influencers, who share videos of products and explain how they are used. Viewer comments are a gold mine of information if retailers apply artificial intelligence (AI) to analyze consumer sentiment data and combine it with go-to-market strategies such as pricing and promotions.

“After watching a social influencer video, someone might post a comment that they like a product, but it’s too expensive,” Rovico said. “Using 51��Marketing Cloud and , retailers can connect customer sentiment analysis from different social channels with data stored in , combine them with the experience data from previous interactions and create personalized campaigns with 51��Marketing Cloud to help increase sales – maybe offering that consumer lower-priced, but comparable products.”

Experience Management is Here to Stay

There is no reason why retailers could not incorporate customer experience management strategies into everyday shopping. Suppose a customer leaves without emptying their virtual shopping cart but they have previously purchased a certain number of products. Retailers could automatically text or email a discount coupon with the most appropriate offer based on that consumer’s continuously updated profile to bring them back and even refer a friend.

Retailers can also collect feedback about the consumer’s experience at any point of the return process – whether by phone, text, chat, or online survey – triggering personalized discounts on related items. Using this information, retailers can better understand a customer’s likelihood to purchase a product and act on that feedback in near real time. And when in-person shopping returns, retailers will also need to bring that data into everything else they understand about their customer.

As for Black Friday’s demise this year, I have never viewed waiting in cold parking lots in the middle of the night or struggling to get through unruly crowds as shopping amenities. My holiday wish is that experience management moves from seasonal trend to shopping mainstay.

Follow me: @smgaler
.

51��Named a Leader in Gartner’s 2020 Magic Quadrant for Sales Force Automation

51��News — Wed, 05 Aug 2020 13:00:34 +0000

WALLDORF — (NYSE: SAP) today announced it has been recognized as a Leader by Gartner in the July 2020 Magic Quadrant for Sales Force Automation. This is the second year running that 51��has been acknowledged. In its latest report, Gartner assessed products from 15 vendors, including the 51��Sales Cloud solution.

51��Sales Cloud provides a technological framework for sales teams to take the pulse of each deal, monitor sales analytics, forecast sales revenues and improve sales strategy with content recommendations.

According to the report, 51��was recognized for completeness of vision and ability to execute.

“In today’s competitive marketplace, there is no second chance at securing a deal — customers have freedom and options to look elsewhere if their needs aren’t being met,” said Paula Hansen, chief revenue officer of 51��Customer Experience. “With 51��Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.”

The 51��Sales Cloud solution is part of the larger 51��Customer Experience portfolio, which also includes the 51��Marketing Cloud, 51��Commerce Cloud, 51��Service Cloud and 51��Customer Data Cloud solutions.

To learn more, download a of the report, including Gartner’s in-depth analysis of the sales force automation landscape.

Visit the . Follow 51��on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
51��Press Room; press@sap.com

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as “anticipate,” “believe,” “estimate,” “expect,” “forecast,” “intend,” “may,” “plan,” “project,” “predict,” “should” and “will” and similar expressions as they relate to 51��are intended to identify such forward-looking statements. 51��undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
© 2020 51��SE. All rights reserved.
51��and other 51��products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51��SE in Germany and other countries. Please see for additional trademark information and notices.

51��Recognized as a Leader in Gartner’s Magic Quadrant for Multichannel Marketing Hubs for 51��Marketing Cloud

51��News — Mon, 18 May 2020 13:00:44 +0000

WALLDORF — (NYSE: SAP) today announced it has been recognized as a leader in Gartner’s Magic Quadrant for Multichannel Marketing Hubs.

In its latest report, Gartner assessed products of 19 vendors, including 51��for its 51��Marketing Cloud solution.

51��Marketing Cloud brings together a single view of all relevant customer information, including front- and back-office data, built-in consent-based marketing and intelligent optimization tools, enabling marketers to deliver personalized engagements that will drive revenue.

“51��Marketing Cloud makes it possible for marketing experts to address specific customer challenges, an incredibly valuable attribute now in this time of uncertainty,” said Paula Hansen, chief revenue officer, 51��Customer Experience, SAP. “In delivering relevant, personalized content offers and product recommendations based on real-time customer insights, 51��Marketing Cloud meets cross-channel customer needs so no opportunity for engagement is lost.”

The 51��Marketing Cloud solution is part of the larger 51��Customer Experience portfolio, which also includes the 51��Sales Cloud, 51��Commerce Cloud, 51��Service Cloud and 51��Customer Data Cloud solutions.

To learn more, download a of the report, including Gartner’s in-depth analysis of the multichannel marketing hubs landscape.

Visit the . Follow 51��on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
51��Press Room; press@sap.com

51��Recognized as a Leader in Gartner’s Magic Quadrant for Sales Performance Management for the Seventh Consecutive Year

51��News — Wed, 26 Feb 2020 14:00:20 +0000

WALLDORF — (NYSE: SAP) today announced that it has been recognized as a Leader in Gartner’s Magic Quadrant for Sales Performance Management (SPM) for the seventh consecutive year.

In its latest report, Gartner assessed products of 10 sales SPM vendors, including the 51��Sales Cloud solution.

SPM software from 51��is deployed as SaaS only and offers all the core SPM functionalities, including (ICM) and territory and quota management. This SPM offering, along with salesforce automation and the 51��CPQ solution, are part of the 51��Sales Cloud portfolio.

With 51��Sales Cloud:

Lenovo reduced its quota-setting time to one week from one month
Docker increased accuracy of payment compensation plans by 95 percent, nearly eliminating disputes
Pivotal Software reduced compensation inaccuracy by 72 percent

“In a competitive landscape it is critical for companies to set aggressive goals to ensure fast growth,” said Paula Hansen, chief revenue officer and co-head of 51��Customer Experience. “But the truth is many companies don’t hit their revenue goals, with average quota attainment often falling in the 50–60 percent range. SAP’s SPM solution includes analytics with machine learning that increases operational efficiency and planning effectiveness, which helps turn sales professionals into a profitable sales machine.”

51��was also named a Leader in CPQ application suites and salesforce automation.

To learn more, , with Gartner’s in-depth analysis on the sales performance management landscape.

Visit the 51��News Center. Follow 51��on Twitter at .

Media Contact:
Michael Baxter, +49 151 1719 6185, m.baxter@sap.com, CET
51��Press Room; press@sap.com

Sources: Gartner, Magic Quadrant for Sales Performance Management, Melissa Hilbert, 18 February 2020. 51��is previously listed as CallidusCloud because 51��acquired the company in April 2018. Magic Quadrant for Configure, Price and Quote Application Suites, Christina Klock, Mark Lewis, 28 October 2019. Magic Quadrant for Sales Force Automation, Theodore Travis, Melissa Hilbert, et al., 26 June 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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How PILLER Increased Customer Service with 51����Customer Experience Solutions