AI alone is no longer a differentiator: What matters is where intelligence鈥痮perates鈥痠nside of a business. As demand volatility increases, fulfillment windows tighten, and customer expectations鈥痳ise,鈥痮rganizations need more than insights or task鈥痑ssistance. They need intelligence inside quotes, product content, service interactions, and campaigns, guiding decisions as they happen and continuously adapting as conditions change.

This shift lays the foundation for a new generation of executional AI, where capabilities evolve from supporting users to actively鈥痬onitoring鈥痜lows,鈥痑nticipating鈥痳isk, and over time acting as intelligent agents within core customer-facing processes.

With the Q1 2026 release of鈥� solutions, 麻豆原创 advances this shift by bringing AI closer to day-to-day customer-facing execution across sales, service, commerce, and engagement. Intelligence now operates closer to where outcomes are realized鈥攈elping organizations protect revenue, reduce friction, and deliver consistent, trusted experiences at scale.

Below, explore more of the highlights from the Q1 2026 release. And for full sub-solution details, see recaps for听,听,听,听, and听.

Optimize revenue streams with confidence

Revenue becomes more reliable when customer intent is captured early and executed consistently across sales and commerce workflows. The execution depends on speed and accuracy: accurate product information, relevant content, and seamless handoffs from inquiry to quote creation. When these are disconnected, teams face delays, manual rework, and missed revenue opportunities.

From customer inquiry to executable quote

• Email to quote with AI:鈥疉utomatically add SKUs from a deal using opportunity and email data with the Microsoft Outlook add-in for 麻豆原创 Sales Cloud. Users can choose to generate a quote, and the quote is quickly created in 麻豆原创 Sales Cloud in just a few clicks. After review, sellers can hit send; it is that easy.  
• Deep research: Accelerate account planning and reviews by synthesizing 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud data with external market intelligence. For example, the deep research capability can deliver a detailed brief that can be used to better understand the account, their industry, and other crucial information like news and SWOT. Sellers will be able to engage prospects and buyers more effectively while customers will have more relevant and personalized information delivered.  
• Media attachments for product descriptions: Use AI to extract details from product documents, such as manuals, spec sheets, and PDFs, and automatically generate or enrich product descriptions in 麻豆原创 Commerce Cloud. This accelerates catalog updates and improves product data quality so that shoppers, search engines, and agentic commerce are rich with the most accurate product descriptions鈥攅nsuring product descriptions are detailed, differentiated, and discovered.

Delivering鈥痳别濒颈补产濒别鈥痵ervice at鈥痵肠补濒别

• Digital Service Agent handoff鈥痜or case creation: Connect every step of the service journey from conversational AI self-service to field resolution so service teams can resolve customer issues鈥痜aster and provide personalized service engagements that build trust.鈥疷sing conversational cues, Digital Service Agent鈥痵ummarizes intent identification for ticket creation while capturing essential information required for handoff to underlying solutions like 麻豆原创 Service Cloud.
• : Give service teams a single, real-time command center in 麻豆原创 Service Cloud, consolidating cases, tasks, and service orders into one view with visual workload insights so agents can prioritize faster, stay on top of commitments, and resolve more issues per day. 
• Retail Intelligence (麻豆原创 Early Adopter Care): Announced at NRF, Retail Intelligence provides one closed-loop, AI-enhanced retail supply chain planning environment that ties together planning, execution, and engagement. The result: human and agentic teams that don鈥檛 just execute tasks but reshape strategies, reimagine retail supply chain planning, and master autonomous growth and lasting differentiation.
  Learn more at the session.

Orchestrating engagement across the customer life cycle

Customer engagement spans browsing,鈥痯urchasing, fulfillment, and service across multiple channels. 麻豆原创 CX connects engagement directly to operational context.鈥�&苍产蝉辫;

• delivers鈥痯ersonalized, AI-personalized communications and interactions across every channel powered by connected customer and operational data all fully integrated across 麻豆原创. Teams鈥痗an鈥痙eliver consistent, intelligent engagement that builds loyalty and drives鈥痓usiness鈥痠mpact.

• :鈥疎xtend conversational analytics to SMS campaigns. A new data context model narrows analysis to the right dataset, returning faster, more precise answers to natural language questions, such as 鈥淲hat was SMS revenue last month?鈥�

• :鈥疨redictively鈥痠dentify鈥痗ontacts鈥痺ho are鈥痩ikely in the next鈥�30 days to engage,鈥痓ecome inactive, or remain inactive,鈥痵o marketers can target outreach鈥痺here it will deliver the strongest results.鈥��&苍产蝉辫;

Accelerate transformation鈥痺颈迟丑鈥痶丑别鈥痑dvanced success plan鈥痜or 麻豆原创 CX

To鈥痑ssist鈥痗ustomers鈥痮n their鈥痶ransformation鈥痡ourneys, 麻豆原创 launched the new Advanced Success Plan in the鈥�. This will鈥痟elp customers increase the value of individual applications, accelerate cloud transformation across 麻豆原创 Business Suite,鈥痑nd enable consistent adoption of new innovations and 麻豆原创 Business AI.

With expanded coverage with additional 麻豆原创 CX solutions, including and , the advanced offering is comprised of three powerful elements:

• Success expert: Regular 麻豆原创 expertise driving strategic customer outcomes
• Adoption guidance: Structured, AI-driven enablement accelerating adoption
• Activation and optimization services: Hands-on services to maximize performance and impact

Check out the鈥痺ebinar鈥痶o learn how the new service offering unlocks more of the transformative value of 麻豆原创 solutions:鈥�.

Intelligence where execution happens鈥�&苍产蝉辫;

With 麻豆原创 Customer Experience, AI moves beyond isolated鈥痑ssistance鈥痶o鈥痮perate鈥痙irectly within business execution flows. Intelligence is embedded where work happens鈥攊nside quotes, product content, service interactions, and campaigns鈥攈elping organizations respond in real time and deliver consistent customer outcomes at scale.

Learn more about 麻豆原创 CX in Q1鈥�2026鈥�&苍产蝉辫;

Read the 麻豆原创 Help documentation to get started with these new capabilities.鈥�&苍产蝉辫;

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience and Consumer Industries.鈥�

This isn鈥檛 just a consumer trend; it is reshaping engagement models across industries.

The Q4 2025 (麻豆原创 CX) release propels this transformation further with new out-of-the-box agents designed for customer service and the ability to easily build custom agents with Joule Studio. Additionally, AI features like predictive segmentation and AI-assisted reporting expedite planning and decision-making鈥攆oundational catalysts for future-ready businesses.

With WalkMe Premium now available across 麻豆原创 CX applications, teams can upskill and reskill with in-the-moment guidance. And 麻豆原创 Customer Loyalty Management takes new engagement models to the next level, helping businesses strengthen relationships and drive long-term growth.

Here, explore more of the highlights from the Q4 2025 release. And for full sub-solution details, see recaps for , , , , and .

Better customer engagement with out-of-the box agents and custom tools

With 麻豆原创, customer experience applications, data and AI come together as one鈥攑owered by 麻豆原创 Business Technology Platform. Whether it鈥檚 resolving an issue or managing inventory, CX applications connected to 麻豆原创 ERP keep processes running smoothly. AI agents take it further, by reasoning and acting directly in core processes, turning complexity into clarity. One of the most critical areas is in customer support.

• : Deliver instant and accurate self-service by putting knowledge at customers鈥� fingertips. Deflect common inquiries, resolve complex questions with AI, and escalate seamlessly to human agents when needed鈥攔educing contact center load while improving customer satisfaction.
  
  Digital Service Agent can be combined with , creating one conversational AI that handles the entire journey鈥攆rom product discovery and transaction to post-sales support. Customers can ask questions, get answers, and complete purchases in a single frictionless interaction. Together these agents unlock agentic commerce and intelligent service, which strengthens customer relationships and deliver experiences that truly stand out.

• : Create custom, business-ready AI agents for 麻豆原创 Customer Experience Cloud applications鈥攆ast and without complexity. Joule Studio, a part of , gives developers a powerful low-code, no-code environment to create and deploy AI agents and connect them seamlessly to Joule, 麻豆原创 CX apps and third-party systems. These agents can retrieve information, complete tasks, and run autonomous actions grounded in enterprise data from 麻豆原创 CX, 麻豆原创 Knowledge Graph, and non-麻豆原创 systems.
  
  For example, users can build a sales assistant agent that instantly pulls historical purchase records, analyzes buying patterns, and recommends the most relevant products or offers鈥攈elping sales teams increase conversion rates and shorten sales cycles. Learn how to .

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Boost insights and workforce skilling with AI-powered guidance

AI is no longer optional; it鈥檚 the engine behind smarter, faster customer engagement. As digital experiences raise the bar, customers expect speed, personalization, and simplicity in every interaction. Meeting those expectations requires more than automation. It demands AI-driven insights and skills that scale across the organization.

• : 麻豆原创 is embedding AI upskilling into the core of customer experience applications with WalkMe Premium for 麻豆原创 CX solutions. This solution empowers employees to work smarter and learn faster, driving better outcomes from day one. With real-time, role-based guidance and automation across , , , and , teams can unlock the full potential for 麻豆原创 CX solutions without complexity.

• : Easily generate custom reports and comparisons in 麻豆原创 Emarsys, and uncover campaign and customer insights instantly.

• : Enable service agents in 麻豆原创 Service Cloud to quickly understand key consumption trends for a premise. With AI-generated summaries of consumption graphs, agents can immediately identify usage fluctuations, anomalies, and important patterns to support faster resolution for utilities customers.
• : Check the overall health of the sales pipeline in 麻豆原创 Sales Cloud and display opportunities based on quantity and probability score.
• Promotion and account plan configuration: In , customers can configure promotion types and account plan types, defining scope, levels, spend, and baseline management, in order to enable flexible planning and support future indirect promotions.

• Engagement events: In 麻豆原创 Emarsys, ingest inbound events from external data sources to further enhance segmentation and personalization throughout the journey.
• (pilot): Use predictive AI segments in 麻豆原创 Emarsys to reach audiences that are most likely to engage based on a contact鈥檚 behavior, status, or channel preference.

Build lasting connections with 麻豆原创 Customer Loyalty Management

Customer loyalty is more than a metric; it鈥檚 a long-term strategy for growth. As expectations rise, organizations need solutions that create meaningful, lasting relationships. 麻豆原创 Customer Loyalty Management helps businesses deliver personalized experiences, reward trust, and strengthen engagement at every touchpoint, turning everyday interactions into enduring connections.

• : Empowers businesses with AI-driven insights to capture and unify customer data in a dynamic, cloud-based loyalty profile. These profiles provide deep insights into individual motivations, enabling smarter segmentation and highly targeted marketing campaigns. From managing global programs on a unified platform to forming strategic alliances and scaling initiatives for impact, 麻豆原创 helps transform loyalty into a measurable, powerful engine for sustainable engagement and success. 麻豆原创 Customer Loyalty Management has integrations for 麻豆原创 Service Cloud and 麻豆原创 S/HANA Cloud Private Edition to make the transformation faster.

The future of engagement is here, get ready with 麻豆原创

How we engage is changing faster than ever. 麻豆原创鈥檚 Q4 2025 innovations in customer experience anticipate this shift on every level. 麻豆原创 CX is enabling organizations to move beyond reactive strategies and into a world of proactive, personalized experiences.

Businesses that embrace and integrate these new models throughout their enterprise, pairing agentic AI with human intelligence and creativity, will set new standards for customer loyalty and growth.

Learn more about 麻豆原创 CX in Q4 2025

Read the 麻豆原创 Help documentation to get started with these new capabilities.

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Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience and Consumer Industries.

These moments are the building blocks of delivering seamless and memorable experiences — and lasting loyalty.

At 麻豆原创, we believe every touchpoint is more than a chance to meet a need. It is an opportunity to deepen trust, demonstrate value, and strengthen the relationship between customer and brand. That belief is at the heart of the 麻豆原创 Customer Experience (麻豆原创 CX) portfolio — now infused with the power of AI.

Our Q3 2025 release reflects this vision. Intelligence is embedded across the entire customer journey. Generative AI helps service teams classify cases the moment they arrive. Autonomous agents in commerce guide customers to the right products with real-time stock visibility. For marketers, AI personalizes campaigns and generates segment descriptions and translations, ensuring relevance at scale. For sales teams, AI keeps data clean and actionable, eliminating duplicates and surfacing the right opportunities at the right time.

 AI isn’t just about efficiency alone; it is about elevating every interaction into a moment where trust can be deepened and loyalty earned.

Here are the highlights from 麻豆原创 CX in Q3 2025.

AI that drives results

From decision-making to customer engagement, AI-powered intelligence and agents streamline processes and remove friction. Teams gain the ability to respond faster, deliver smarter interactions, and grow with confidence while delivering customer experiences that feel effortless, reliable, and personalized.

麻豆原创 Service Cloud

• Business information extraction in cases: Save time by automatically extracting registered product information from the case description, using pre-delivered elements for business information extraction.

麻豆原创 Sales Cloud 

• Contact and individual customer duplicate checks: Maintain clean, accurate records by managing redundant and data. This generative AI capability checks for duplicates and returns a confidence score, leaving the decision-making in human hands.

麻豆原创 Emarsys 

• AI-assisted product finder: Enable marketers to use natural language prompts and keywords to quickly search and locate products for targeted campaigns. Automatic product catalog sync ensures you are always working with the most up-to-date data.
• AI-assisted segment description generator: Generate human-readable segment summaries to improve execution. This ensures that existing segments are easily discoverable with descriptions that are intuitive and straightforward.
• AI-assisted campaign translator (pilot): Translate email campaign copy flexibly and seamlessly within the editing workflow. Localize product descriptions across languages to quickly build, optimize, and launch multi-language campaigns.

麻豆原创 Commerce Cloud 

• Shopping Agent: Using product stock awareness to return real-time inventory data, the configurable Shopping Agent can display or hide out-of-stock products in its recommendations. This makes for smarter recommendations, reducing friction and abandoned carts. For B2B transactions, merchants can also choose whether the agent answers questions about bulk product availability.

麻豆原创 Revenue Growth Management

• AI-assisted promotion creation: Create new promotions quickly by getting recommendations for promotion names, when to run a promotion, what products to include, which spend type to use, and recommendations for discount type.

Scale smarter with greater flexibility

Scaling efficiently while providing flexibility for customers means optimizing operations, offering expanded channel options, and extending visibility to customers and partners.

麻豆原创 Emarsys 

• Microsoft Ads integration: Scale personalized ad experiences across the Microsoft Search Network, including Bing, Yahoo, AOL, and other Microsoft properties.
• Conversational messaging for LINE (): After expanding our offering to in the Q2 release, we now support the popular conversational channel LINE, giving marketers a direct way to connect with customers in the channels they use every day and making it easier to turn engagement into conversion.

麻豆原创 Commerce Cloud 

• Central order service: This feature for seamlessly integrates online and offline transactions, paving the way for flexible customer experience scenarios like “buy online, return in store” (BORIS) and “buy in store, return online” (BISRO).
• Availability push: now allows customers to proactively send real-time product availability information to external systems like webshops and marketplaces, ensuring they have the most current stock data without needing to request it.

麻豆原创 Sales and Service Cloud 

• 麻豆原创 Preferred Success: We are empowering our customers to make the most of their 麻豆原创 investments with the . This interactive workshop helps participants pinpoint which processes to optimize, outsource, or remove for the greatest impact. Learn how to identify critical processes, define roles and responsibilities, and establish a sustainable approach to process governance.
• Integration review V2: A comprehensive solution launch checklist for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud Version 2 integrations ensures successful rollouts and compliance with 麻豆原创 best practices. The checklist systematically evaluates authentication mechanisms, interface configurations, middleware settings, and 麻豆原创 Integration Suite implementation. 

麻豆原创 Enterprise Service Management

Updates to include:

• Case summary enhancements: Sentiment trend and sentiment graph can now be enabled in the interaction summary for additional information on a customer. Internal and external case notes can be configured and used to generate the resolution summary overview.
• Custom services: Gain more flexibility and extend capabilities without modifying the core application. Integrate external functionality into 麻豆原创 Service Cloud V2 with custom services.
• Template visibility and restrictions: Every document is also an opportunity to establish trust. Now you can strengthen document security by limiting template access to those who need it.

麻豆原创 Revenue Growth Management 

New to  are:

• Custom KPIs: Assess the performance of your account and promotion planswith custom KPIs, tracking metrics that suit your planning and reporting processes. Save time by creating KPI profiles to define a set of standard pre-defined KPIs.

• Promotion calendar export to PDF: Reduce uncertainty, lower costs, and build relationships with better alignment on annual promotions and EDLP agreements with customers. Key account managers can now share a promotion calendar and associated promotion details in a PDF file, making collaboration easier and decisions faster.

Trust advantage in AI-powered customer experience

AI is now woven into the fabric of the 麻豆原创 CX road map, guiding how data, processes, and experiences come together. This deep integration sets the stage for a new era of customer engagement, one where intelligence anticipates needs, adapts in real time, and continuously strengthens loyalty at every touchpoint.

Learn more about what is new in 麻豆原创 CX Q3 2025

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Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience.

Every moment in the customer journey is a chance to deliver value, earn trust, and build relationships. But delivering consistently great experiences means adapting to evolving trends and expectations with a connected approach to people, data, and systems. 

The Q2 2025 release of the (麻豆原创 CX) portfolio does just that. Whether engaging customers, streamlining operations, or empowering employees, this release delivers smarter, faster, more personalized experiences at scale. Powered by AI with harmonized data, it brings improvements across the customer experience life cycle, from first touch to long-term growth, with seamless, value-generating experiences across service, sales, marketing, commerce, and consumer industries.听听

Here are the highlights from 麻豆原创 CX in Q2 2025.  

Making every interaction count 

Everyday moments turn into meaningful engagements when experiences are connected, relevant, and effortless. This release helps users go beyond meeting customer needs to building trust and loyalty at every touchpoint.听

麻豆原创 Service Cloud  

• Business Information Extraction: and convert it into structured, usable documents 鈥� like auto-filling case descriptions from customer emails 鈥� saving time and manual effort.

麻豆原创 Commerce Cloud 

• B2B Self-Service Portal: Raise customer satisfaction and reduce service volume with this scalable, easily implemented . B2B customers can view order status, invoices, and delivery updates鈥攔egardless of how the order was placed. 
• AI Shopping Agent: to drive conversions and growth. With prompting questions and natural, conversational language, the agent guides product discovery and enables in-chat actions like add to cart as well as view order and shipping details.

麻豆原创 Emarsys 

• Enhancements 
  • Segmentation: Combine wallet and customer data to target the right people; for example, reengaging those who have not interacted recently with Mobile Wallet campaigns.
  • Expanded Wallet Delivery Channels: Reach customers anywhere with the new Mobile Inbox and Mobile Push channels.
  • Pass Notifications: Automatically deliver timely lock-screen updates for on-the-spot engagement and conversion with mobile wallet users or targeted customer segments. 
• WhatsApp Template Messaging: like promotions and order updates using the rich content, personalization, and multi-language support in 麻豆原创 Emarsys.
• Conversational Messaging for WhatsApp (): Have based on contacts鈥� responses.

Scale smarter, operate better 

Sustainable growth requires operational efficiency and built-in customer experience. With unified data connected to core business operations and AI-driven insights, these updates improve internal operations, enhance scalability, and set the foundation for differentiated customer experiences.听

麻豆原创 Commerce Cloud 

• B2B Self-Service Portal: Give customers transparency without committing to full commerce and scale when ready, without data migration or replatforming.听Launch this for B2B customers in just weeks with partner packages that simplify setup and accelerate time to value. Built as an ERP add-on, the portal connects natively with back-end systems to surface real-time order and invoice data, reducing support workload and improving the customer experience with accurate, always-on self-service. Out-of-the-box compatibility with 麻豆原创 S/4HANA and 麻豆原创 Cloud ERP means faster setup, less IT effort, and long-term flexibility.听
• Open Payment Framework: Support for brings unified checkout, reliability, and built-in security and validation to the payment experience, accelerating time to market and increasing conversions.听

麻豆原创 Sales and Service Cloud听

• : Accelerate time to value and maximize your investment in 麻豆原创 with services navigator for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud Version 2 implementations. Part of 麻豆原创 Preferred Success for 麻豆原创 Customer Experience solutions, the navigator helps users discover relevant services from their 麻豆原创 Preferred Success subscription for each stage of a project, align support offerings with project goals and timelines, and improve business outcomes with accelerated adoption and reduced risk.
• : Reduce the costs and complexity of internal issue resolution with unified service delivery. By centralizing and structuring inquiry management and response, out-of-the-box integrations of 麻豆原创 Enterprise Service Management with 麻豆原创 Business Suite applications break down silos to improve service delivery across finance, HR, marketing, facilities, sales, support, and more.听

麻豆原创 Revenue Growth Management听

New to in Q2 2025 includes:听听

• Fund management: Gain control over trade spend鈥攃reate funds, manage and adjust fund budgets, and track spending for promotions.
• Analytics dashboards: Get quick access to planning data and insights into P&L for individual promotions with embedded 麻豆原创 Analytics Cloud, 麻豆原创 Revenue Growth Management analytics dashboards.听

AI that accelerates impact

Across the experience life cycle, AI-powered embedded intelligence and autonomous AI agents help unlock faster decisions and better outcomes. This release helps teams move faster, engage smarter, and scale with confidence.

麻豆原创 Sales Cloud 

• Sales Order Summary: Enable sales managers to act quickly with like price changes, product substitutions, on-time delivery probability, and more 鈥� boosting accuracy and profitability.
• Account Duplicate Check: Protect data quality and reduce the manual effort of dealing with redundant data. Account Duplicate Check uses AI to so users can maintain clean, accurate records and drive smarter engagement.听

麻豆原创 Service Cloud 

• Registered Product Summary: Empower agents with a of a product鈥檚 service history, turning standard service calls into a strategic conversation. 
• Business Information Extraction: from unstructured documents using AI, helping unlock insights and action.听

麻豆原创 Emarsys 

• Natural Language Search for Product Curation: Enable marketers to using natural language search, helping them move faster and build the right use cases. 

Innovation that connects it all

From loyalty to growth to operational agility, these innovations help deliver more intelligent, connected experiences at every touchpoint 鈥� with the adaptability and scalability to grow lifelong customer value. 

Balaji Balasubramanian is president and chief product officer for 麻豆原创 Customer Experience.

Joule is designed to help sales reps maximize their selling time, moments, and success, which is why we are excited to announce that Joule is available for the 麻豆原创 Early Adopter Care program in 麻豆原创 Sales Cloud.

With Joule, sales reps can leverage AI-powered capabilities to streamline their work and engage more effectively with customers.

Streamline Administrative Tasks

Joule can update appointments and add notes from the latest customer interactions, turning admin time into more time for selling.

Access Insights from Across 麻豆原创 Systems

Joule can access business data from other 麻豆原创 systems like 麻豆原创 S/4HANA Cloud to provide talking points for upcoming meetings or account and lead insights during customer calls. This puts the right information at reps’ fingertips, improving credibility and trust in every engagement.

Update Deals Effortlessly

Reps can tell Joule to update a lead, opportunity, or quote with the latest information, enabling real-time forecast accuracy without friction. By assisting with these tasks, Joule allows sales teams to focus on what matters most: building relationships and closing deals. It makes updating deals effortless, giving sales leaders the forecast confidence they need.

Join the 麻豆原创 Early Adopter Care Program

You can be among the first to experience the benefits of Joule through the 麻豆原创 Early Adopter Care program for 麻豆原创 Sales Cloud. Participants in the program will get:

• Early access to Joule features
• Dedicated support from 麻豆原创 for a successful rollout
• The chance to provide input and shape the future of Joule
• Recognition as pioneers in AI-powered selling

With Joule, you have the opportunity to transform how their sales teams work, engage, and deliver.

Get Started Now

Ready to empower your sales team with Joule? The 麻豆原创 Early Adopter Care program is accepting registrations until March 31, 2025. Register now .

Steven Spears is AI Product Marketing lead for 麻豆原创 Customer Experience at 麻豆原创.

With disconnected enterprise resource planning (ERP) and customer relationship management (CRM) solutions, sales teams face challenges such as siloed data, delayed responses, and inconsistent messaging 鈥� all of which prevents sales teams from engaging customers effectively and scaling operations.

When businesses connect 麻豆原创 Customer Experience solutions, such as 麻豆原创 Sales Cloud, with 麻豆原创 ERP, the results are impressive. According to research by , organizations see:

• Approximately 90% improvement in productivity in Sales team
• Approximately 40% improvement in productivity in Business Operations team
• Approximately 100% improvement in sales conversion rates

The Power of a Unified Lead-to-Cash Process

A unified lead-to-cash process is at the heart of every successful business. It enables organizations to manage leads from the moment they enter the pipeline — through qualification, proposal, negotiation, and, ultimately, to closed deals. However, for many, the journey from lead to cash is complicated by fragmented processes that prevent a holistic view of data.

When sales teams struggle to connect the dots between lead generation, order fulfillment, and invoicing, they encounter inefficiencies that prevent them from acting on real-time insights, providing consistent messaging, and delivering personalized experiences to customers. The result is missed opportunities and lost revenue.

This is where 麻豆原创 Sales Cloud, together with 麻豆原创 S/4HANA Cloud Public Edition, comes in. These powerful solutions provide a unified process that connects all critical sales and operational functions into a seamless workflow. By integrating 麻豆原创 Sales Cloud with 麻豆原创 S/4HANA Cloud Public Edition, businesses can break down data silos and transform their sales processes to be more agile, responsive, and customer-centric.

Key Benefits of 麻豆原创 Sales Cloud and 麻豆原创 S/4HANA Cloud Public Edition

• Real-Time Insights for Informed Decision-Making: With 麻豆原创 Sales Cloud and 麻豆原创 S/4HANA Cloud, sales teams gain access to real-time data, so they can make informed decisions on the spot. No more waiting for updates or dealing with outdated information. This integration helps teams respond to customer inquiries more quickly and tailor solutions to each customer’s unique needs.
• Streamlined Lead-to-Cash Process: One of the most significant advantages of using 麻豆原创 Sales Cloud in combination with 麻豆原创 S/4HANA Cloud is the ability to streamline the entire lead-to-cash process. From capturing leads to managing opportunities and enabling AI-infused sales processes, these solutions provide a seamless experience for both sales reps and customers.
• Improved Collaboration Across Teams: Integration between 麻豆原创 Sales Cloud and 麻豆原创 S/4HANA Cloud aligns different departments — from sales to finance — for seamless collaboration and unified access to critical data. This integration fosters better collaboration, so that everyone has access to the same data, improving alignment and accelerating deal closures.
• Accelerated Sales Operations Through Automation: 麻豆原创 Sales Cloud automates routine tasks like lead assignment, follow-ups, and quote generation, which accelerates sales cycles. This automation reduces manual workloads, empowers sales teams to focus on strategic activities, and helps close deals faster, all while supporting accuracy and consistency across the process.

Exclusive Access for GROW with 麻豆原创 Premium Subscribers

For businesses using a suite of 麻豆原创 solutions, the value is clear: 麻豆原创 Sales Cloud is included as an entitlement for premium subscribers of GROW with 麻豆原创. This allows them to take full advantage of these powerful tools without additional cost, empowering them to unlock their sales potential and accelerate growth.

The benefits of GROW with 麻豆原创 go beyond just access to 麻豆原创 Sales Cloud. Premium subscribers of GROW with 麻豆原创 also gain access to a suite of resources designed to optimize their 麻豆原创 environment and empower teams with the skills and tools needed to drive success.

To learn more, watch 鈥�,鈥� a webinar exploring common challenges and demonstrating how to establish a streamlined sales process.

Sung Cho is product marketing director for 麻豆原创 Customer Experience at 麻豆原创.

While we have more exciting innovations to share, we鈥檝e dedicated this event to celebrating our customers鈥� achievements.

AI Meets CX: Personalized, Engaging Experiences

In a fast-paced market, delivering the right message at the right time is crucial. When AI meets CX, businesses can create personalized, engaging experiences at every touchpoint. But these seamless experiences require a blend of people, processes, and technology, supported by integrated data.

Intelligent Customer Journeys with Business AI

At , Christian Klein, CEO and member of the Executive Board of 麻豆原创 SE, emphasized the transformation of customer experience through business AI, moving from reactive to proactive engagement and AI-driven insights. Companies like the San Jose Sharks are leveraging AI to drive personalized experiences and exceptional customer value.

San Jose Sharks: MVP Experiences

The San Jose Sharks are embracing digitalization and AI to create MVP experiences throughout the customer journey. By integrating vast amounts of data from various sources such as hockey games, concerts, food, and merchandising, they form a holistic view of their customers. The Sharks鈥� use of 麻豆原创 CX solutions, including 麻豆原创 Emarsys Customer Engagement, 麻豆原创 Sales Cloud, 麻豆原创 CX AI Toolkit, 麻豆原创 Customer Data Platform, and 麻豆原创 Customer Data Cloud, significantly enhanced customer engagement. This strategic approach led to impressive results, with season membership renewal rates increasing to 87% and open rates soaring from 26% to 80%.

Online Metals: AI as a Game Changer

Greg Raece, president of Online Metals, believes that AI will revolutionize the company鈥檚 sales approach. With a diverse customer base ranging from hobbyists to Fortune 500 companies, Online Metals is constantly evolving to meet emerging trends and ensure customers receive the right materials quickly and hassle-free. Raece firmly believes that AI will change the way Online Metals sells to customers. To better engage customers and enhance its online merchandising and sales strategies, Online Metals has joined forces with 麻豆原创. Using 麻豆原创 Commerce Cloud and 麻豆原创 Emarsys Customer Enagement, it successfully increased conversions, average order value, and website traffic.

Unleash Potential with a Harmonized Suite

Captivating customer experiences require visibility into the back office, front office, and everywhere in between. Companies like Universal Destinations & Experiences benefit from the seamless integration of 麻豆原创 CX solutions with existing ERP systems, helping to enhance overall customer experience.

Universal Destinations & Experiences: Omnichannel Excellence

For Universal Destinations & Experiences, making people happy is priority number one.
When planning its new resort in Beijing, China, Universal wanted to focus on the full guest journey 鈥� before, during, and after their visit. It needed a scalable platform with true omnichannel capabilities to support its diverse business, including theme parks, food, and retail. By leveraging 麻豆原创 S/4HANA with 麻豆原创 Commerce Cloud, Universal is creating a seamless and immersive experience for millions of guests, allowing them to live out their movie dreams.

Nokia: Elevating Wireless Technology

Nokia, once known for its iconic phones, now leads in telecommunications innovation and is partnering with NASA to further advance wireless technology. To ensure efficiency and accuracy in delivering complex solutions, Nokia digitized its order management processes. By integrating 麻豆原创 S/4HANA with 麻豆原创 Commerce Cloud and 麻豆原创 Order Management Services, Nokia achieved faster deliveries, precise invoicing, and seamless billing, securing a competitive edge and driving ongoing success.

MACO Group: Efficient Sales Transformation

With thousands of global customers and 25,000 products associated with 40,000 components, door and window seller MACO Group has a wealth of data. The construction industry has been disrupted by global events, prompting MACO to digitize its operations for more efficient and effective sales. MACO鈥檚 transformation involved combining its 麻豆原创 S/4HANA and CRM capabilities with 麻豆原创 Sales Cloud, enabling it to move faster and with greater accuracy.

New Strategic Partnerships

麻豆原创 CX solutions continue to help add value and bring business AI to life through innovative collaboration and integration. At 麻豆原创 CX LIVE in 2024, we announced two new partnerships with Gainsight and ChannelEngine.

By integrating 麻豆原创 Sales Cloud with Gainsight, companies can unify data and intelligence for a comprehensive customer view and a seamless journey. With human-first AI capabilities, automation, and standardized workflows, Gainsight and 麻豆原创 customers can dedicate more time to clients and less to administrative tasks. Learn more.

The integration between ChannelEngine and 麻豆原创 Order Management Services can enable merchants to increase revenue and profitability by automating and optimizing third-party marketplace operations. 麻豆原创 users can now effortlessly activate over 950 new sales channels and expand into global markets. Learn more.

A Future-Ready CX with 麻豆原创

麻豆原创 customers are rapidly leveraging AI-powered solutions to create superior customer experiences, improve operational efficiency, and drive business growth. By integrating 麻豆原创 into their operations, they are driving innovation and achieving measurable success. 

Our approach is simple yet powerful: connected, insightful, adaptive, and industry-tailored. By prioritizing responsible innovation, especially in handling customer data and interactions, we can ensure our AI solutions are built on trust, privacy, ethics, and security. I鈥檓 proud that 麻豆原创 is integral to our customers鈥� achievements, and the 麻豆原创 CX team remains committed to delivering products and features that drive outcomes and delightful customer experiences.

I invite you to view the and .

Ritu Bhargava is president and chief product officer for 麻豆原创 Industries and Customer Experience.

As a leader in customer success and product experience software, Gainsight enables 麻豆原创 customers to align sales and customer success efforts, delivering a seamless customer experience that boosts retention and drives revenue growth.

By integrating 麻豆原创 Sales Cloud and Gainsight Customer Success, organizations can orchestrate connected customer journeys, leverage AI-powered automation, standardize workflows, and enhance strategic account planning, among other benefits. 

This partnership seeks to redefine and enhance enterprise customer success strategies while reinforcing 麻豆原创鈥檚 commitment to intelligent CX.

To develop an effective customer program, organizations need the capability to integrate relevant data and intelligence. With a composable, plug-and-play framework approach in 麻豆原创 Sales Cloud, organizations can seamlessly access and integrate Gainsight data within the 麻豆原创 Sales Cloud solution, harmonized with the data and intelligence.  

What does this partnership mean from Gainsight鈥檚 perspective?

“Gainsight has helped more than 2,000 companies, including many of the world鈥檚 top brands across industries, transform their operations and prioritize customer retention and growth,” said Chuck Ganapathi, COO and President at Gainsight. “Now, by delivering Gainsight鈥檚 unique human-first AI capabilities to 麻豆原创 Sales Cloud, we鈥檙e empowering our joint customers to spend less time on administrative work and more time focusing on their clients. And this is just the beginning 鈥� we鈥檙e looking forward to deepening our collaboration with 麻豆原创 and driving even more innovation together.” 

The integration offers comprehensive insights into the customer journey, accessible to both sales and customer success teams within a single platform. A 360-degree customer view along with real-time data analysis and automated workflows and playbooks enable teams to proactively act on customer risks and expansion opportunities. It empowers the sales team to enhance and expedite the sales cycle, while enabling the customer success team to expand post-sale engagement strategies.  

It鈥檚 also important to myself and my team to have a pulse check on the market, collaborating and validating with our user community, partners and industry analysts.

鈥淐ustomer success is a strategy that requires data, intelligence and analytics to be successful,鈥� explained Liz Miller, vice president and principal analyst at Constellation Research. 鈥溌槎乖� and Gainsight are bridging the gaps that can form across the customer, revenue, and success ecosystem by intentionally bringing success data together with market intelligence to accelerate decision velocity and action. This partnership is focused on centering success on the customer by expanding the scope and scale of intelligence where sellers and successful leaders work.鈥�  

To put this all into context, let鈥檚 say a manufacturing company wants to increase customer retention and capture untapped revenue opportunities. Through this partnership, customer success managers can develop and align tailored customer goals and success plans with customized engagement and support strategies, expanding upsell and cross-sell opportunities. At the same time, sales reps can utilize in-depth data, such as customer satisfaction levels, and product usage patterns to refine and improve ongoing and future sales cycles.   

The 麻豆原创 and Gainsight integration .

Ritu Bhargava is president and chief product Officer of 麻豆原创 CX and Industries.

Fernet-Branca originated in Italy in 1845 as the creation of herbalist Bernardino Branca, who intended it as a medicinal digestif. Produced from a secret recipe of herbs, flowers, roots, and spices 鈥� thought to include saffron, rhubarb, myrrh, and artichoke 鈥� the drink remains popular for its many curative properties.

While the strong bitterness and unique flavor is arguably an acquired taste for most, sales of Fernet-Branca remain robust for global producer Fratelli Branca Distillerie, headquartered in Italy with production plants in both Italy and Argentina and from there they export to other countries.

Gaston Vega, director of IT at Fratelli Branca Distillerie in Argentina, summarizes the brand鈥檚 success: 鈥淚n the last three years, counting until 2023, Fratelli Branca has been exceeding the sales level every year 鈥� meaning that each year of the last three, from 2021 to 2023, was a record.鈥�

But with such success comes pressure to meet rising demand. For many years, Fratelli Branca in Argentina relied on a patchwork of outdated tools and time-consuming manual methods for its customer relationship management (CRM). To become a world-class, sales-driven organization, Fratelli Branca needed to carry out a digital transformation to modernize and automate its CRM processes for improved efficiency. But first, it urgently required an internal champion who could devote time to investigate the technology market and introduce new digital solutions. Vega, who had only recently joined the company in 2022 after many years in the consumer products industry, came to a disquieting realization: 鈥淚n the mass consumption sector, the truth is we were quite behind,鈥� he says. 鈥淭here were many opportunities for automation, digitalization, and technology modernization.鈥�

Valuing a Tradition of Continuous Innovation

For more than 175 years, Fratelli Branca has honored the company motto 鈥�Novare serbando鈥� 鈥� a Latin phrase that means to keep innovating while respecting tradition. This commitment to continuous innovation is evident in the broad portfolio of premium beverages that the company produces, including many brand-name brandies, liquors, vermouths, vodkas, and whiskies.

Now it was time for the sales organization to champion this commitment to innovation through its digital transformation. Would the team be ready for a new way of working? Yes, Vega says: 鈥淲hen I raised the idea of implementing a CRM, I had the unconditional and absolute support of the sales director and the entire commercial area.鈥�

With key stakeholders in agreement, Fratelli Branca evaluated a range of CRM solutions on the market. It chose 麻豆原创 based on best performance, value, and ease of integration with the organization鈥檚 existing 麻豆原创 enterprise resource planning software. 鈥� solutions won in that bid for different reasons: first, we liked the application better, for cost, for different reasons,鈥� Vega says, explaining that 鈥渂asically, the need arose from automation. Many very manual processes were being done here. The sales order system was obsolete, almost unsupported. That was why we looked for an application like this.鈥�

The sales team participated in the demo sessions and asked detailed questions to gain an in-depth understanding of how the new 麻豆原创 solution could enhance productivity. 鈥淚t is an application that they really liked from the first moment,鈥� Vega says. 鈥淭hey thought it was super agile, super versatile, and that it was going to bring them many benefits. Reducing their manual and administrative tasks meant that they gained productive time. So, that’s a very big benefit.鈥�

麻豆原创 Sales Cloud: Optimizing Each Customer Interaction for Improved Profitability

is an advanced CRM solution that helps sales-driven organizations maximize customer interactions and profit margins simultaneously. Using a data-driven approach, the solution expedites a comprehensive strategy to help optimize sales, customer service, and marketing operations. The integration of AI features can enable sales representatives to turn data into actionable insights to help enhance customer engagement, drive customer retention, and ultimately increase sales.

麻豆原创 Sales Cloud鈥檚 success can also be attributed to its versatility and adaptability; it can be seamlessly integrated into an organization鈥檚 existing IT infrastructure without interrupting routine workflow.

Dynamic and Strong Support Drives Project Success

To ensure project success, Fratelli Branca chose global consultancy , an 麻豆原创 partner with a proven track record in helping clients accelerate value from digital transformation of core technologies. The work chemistry with Avvale was an important consideration, Vega says: 鈥淲e have a great dynamic with them. They are people who understood very well what we needed and did not try to go a different path. They recommended things to us; we adopted them. So, that was the first milestone.鈥�

Also, 麻豆原创 continued to monitor the project鈥檚 progress, so Fratelli Branca was never alone or stuck for answers. 鈥溌槎乖� obviously sold us the product, it sold the licenses, but it never stopped accompanying us in the implementation,鈥� Vega says. 

With a strong team and stakeholder support, the implementation of 麻豆原创 Sales Cloud, including the platform, proceeded quickly, so that within five months, Fratelli Branca was ready to introduce the new CRM solution to the sales team. The implementation team knew that selecting highly motivated key users would be necessary to ensure acceptance and spur adoption. 鈥淲hen you bring a new tool that no one knows about, finding the key user who is your internal partner is essential,鈥� Vega says. 鈥淟uckily, we had that commitment on the side of the key users.鈥�

Real-Time Data Access with Mobile-Ready Solution

With a host of powerful capabilities for sales teams, 麻豆原创 Sales Cloud offers a mobile-ready solution to help meet the needs of a remote and traveling workforce, meaning that salespeople can have immediate access to critical data and analytics from anywhere. For the sales team at Fratelli Branca, access to real-time information while in the field has been a game-changer.

With sales coverage responsibility for the entirety of Argentina 鈥� from rugged Patagonia in the south to the wine-growing region of Cuyo in the west and the sunny wetlands of the Argentine Littoral in the northeast 鈥� Fratelli Branca鈥檚 sales team is on the go to meet customers, take sales orders, check invoices, and monitor sales progress. Now equipped with tablet computers and mobile phones, the team is achieving new levels of efficiency, as they can better perform their work in the field. 鈥淸It鈥檚] everything that a CRM gives you and in a super agile way,鈥� Vega says. 鈥淚magine that we went from almost prehistory to modernity.鈥�

Fratelli Branca continues to evolve its use of the new digital solution to further automate sales processes and eliminate onerous manual and repetitive tasks. One of the features it plans to implement is a survey module that can save photographs at the point of sales 鈥� usually a bar or restaurant 鈥� and gather important sales-related information about pricing and competitor data.

Overall, Vega describes the adoption of 麻豆原创 Sales Cloud as 鈥渟uper positive, with always good positive comments. The truth is that I never had a complaint.鈥� He notes that previously the 鈥渟ales team was manual and today they are digitalized; you clearly notice that the sales team and the directors value precisely this greater efficiency [from] having digitized certain processes.鈥�

As of today, the premium edition of GROW with 麻豆原创 will now include access to the 麻豆原创 Sales Cloud and Concur Expense solutions.

麻豆原创 Sales Cloud helps customers improve sales processes, improve forecast accuracy, and increase wins, while Concur Expense helps customers unlock spend insights and optimize performance via a world-class expense management solution.鈥�

麻豆原创 Sales Cloud Solution for GROW with 麻豆原创鈥�&苍产蝉辫;

With 麻豆原创 Sales Cloud, organizations will benefit from leading sales automation capabilities that are powered by cutting-edge artificial intelligence (AI) and generative AI. The inclusion of 麻豆原创 Sales Cloud with GROW with 麻豆原创 provides the opportunity for organizations to maximize revenue generation and improve the buying experience.

With 麻豆原创 Sales Cloud, sales organizations can optimize B2B sales processes by:

• Delivering effective sales engagements that drive revenue and customer loyalty through a single, connected view of data, processes, and people
• Helping sellers focus on key business priorities through guided sales actions and customer insights
• Adapting to new market opportunities through intelligent, flexible sales processes that use data and AI to inform the next best action

Together with GROW with 麻豆原创 and Concur Expense, organizations can achieve a complete lead-to cash process delivered on cloud-native and user-centric user experience (UX) at the lowest possible TCO.鈥�

Concur Expense Solution for GROW with 麻豆原创

With Concur Expense, customers can transform spend management beyond automation with a connected, flexible solution. With its robust open architecture, Concur Expense enables customized workflows that optimize productivity, ensure compliance, and reduce expenses effortlessly.

鈥疶he package includes proven benefits; for example, the ability to:鈥�

• Focus on the most important business tasks through automated and streamlined expense management every step of the way, from receipt capture to report approval
• Get visibility into expenses and reporting needs to better manage spend, wherever and whenever it happens within Concur Expense
• Meet organizational and regulatory compliance needs throughout the expense reporting life cycle

Now, customers can enforce spend management policies, adapt to changing requirements and regulations, and future-proof their organization. Additionally, with the Concur Expense mobile app, employees and supervisors can effectively manage their expenses from any location, on any device.

Grow Your Business with the Best of 麻豆原创 Sales Cloud and Concur Expense

Through these new entitlements, your business can improve sales processes, improve forecast accuracy, and increase wins with 麻豆原创 Sales Cloud, and also unlock spend insights and optimize performance with Concur Expense.

Together, organizations have the tools they need to optimize their business and build a connected foundation for future success.鈥�

• Learn more about
• Discover more about the

Jonathan Rhodes is senior vice president and head of Product Marketing for 麻豆原创 S/4HANA Cloud Public Edition at 麻豆原创.

Businesses are looking at the transformative power of business AI to help them adapt to rapid market changes, grow customer loyalty and profitability, and get tangible outcomes. Yet, it can be challenging for business leaders to separate the hype from reality and we at 麻豆原创 Customer Experience (CX) remain committed to helping. We showcased customer stories with some of the biggest brands in the world that have transformed their customer experiences using our products. We are riding a wave of momentum, having introduced an impressive 600 new innovations to our customers in the last year.

At 麻豆原创, we take a holistic and integrated approach to customer experience with our composable and scalable solutions. We align people, processes, and technology across the customer journey to help enhance profitability and shareholder value while ensuring an exceptional customer experience. Our solutions are based on the four pillars of and built with the highest standards of trust, privacy, AI ethics, and security. We create a comprehensive and ethical foundation for customer-centric CX with measurable business results.

The four pillars of intelligent CX are:

• Connected by design, seamlessly uniting operational and experience data and processes, helping you deliver delightful holistic experiences that span back and front office while safeguarding your TCO
• Insightful by enabling you to rapidly turn your most critical asset data into proactive and contextual insights that drive real business outcomes 鈥� intelligent CX helps you start on your AI journey today with meaningful generative AI capabilities infused across the entire solution portfolio
• Adaptive by allowing you to experiment with agility through our hybrid composability approach by extending 麻豆原创鈥檚 core capabilities with a plethora of carefully curated, pre-integrated, and certified partner solutions, helping take the guesswork out of these crucial decisions
• Industry-tailored by applying deep industry context, experience, and knowledge of over 25 industries 鈥� coupled with our rich, curated partner ecosystem, 麻豆原创 CX solutions can support end-to-end blueprints that are tailored to the unique needs of your industry and its customers

With these pillars, we have been hard at work bringing innovative features to our customers. Here鈥檚 a closer look at some of them.

Enrich the Customer Experience for Maximized Loyalty and Interaction Value

AI Shopping Assistant

Transform your B2B and B2C storefronts with 麻豆原创’s new AI shopping assistant. This cutting-edge technology can act as a shopper’s personal product expert, uncovering subtle details and complex information often hidden in user manuals or specifications through natural conversation. By engaging with shoppers on your storefront, it helps identify their specific needs and can offer detailed recommendations and insights to make it easy for them to find the right product.

Agility and Experimentation for Enterprise Merchants in 麻豆原创 Commerce Cloud

Enterprise merchants have historically struggled to balance agility and compliance in commerce. These new capabilities can enable them to be more innovative and agile while still experiencing the reliability that they have come to expect from .

Conversational Messaging

Marketing teams can now engage customers with conversational messaging. They can send customized one-way messages, automated responses, and engage in two-way interactions with customers on their preferred chat application.

Rev Up Productivity with AI-Driven Tools

Enterprise Service Management

Organizations can now break down operational silos, curb redundant processes, and automate tasks to serve their internal and external customers in more effective, efficient, and personalized ways.

AI Image Creation

Commerce and marketing teams can now easily create engaging and personalized product images, using natural language to produce new product photos or make seamless edits to existing images, including changing or completely removing backgrounds. As a result, their product visuals can better reflect their brand’s identity, enhance the customer experience, and reduce costs.

AI Expert Recommendations

Sales, service, and commerce teams can quickly find the right subject-matter experts to answer customer queries and concerns. Rather than sifting through e-mails, notes, team messages, and org charts, CX teams can now easily type questions using natural language and receive recommendations on who within their organizations is best equipped to provide insights and answers.

AI Segment and Content Generation

Marketing teams can now easily create, copy, or insert new content from the catalog. Additionally, they can generate simple, understandable descriptions for existing segments or create new segments using natural language prompts.

Grow Profitably with Generative AI Innovation

AI for 麻豆原创 Sales Cloud

Empower your sales team with AI capabilities that can anticipate, automate, and personalize customer experiences.

Predictive Forecasting

Predictive forecasting can give CROs and sales executives a more accurate view of sales performance and revenue forecasting by using AI to predict the likelihood of deals closing across the entire business portfolio.

Predictive Product Recommendation

Predictive product recommendations can empower sales teams with insights into what are the right products to pitch to customers.

AI Account Summary and Lead Booster

AI-based account summary and lead booster insights use both internal and external sources to help provide sales teams with the news, background, and information they need to have informed prospect outreach and ongoing deal management.

AI Order Insights

AI order insights from help surface order information from 麻豆原创 ERP in a highly consumable way in the platform sales teams use every day, so they can be prepared to answer customer questions quickly and efficiently.

Custom Generative AI Tools and Data Sources in 麻豆原创 CX AI Toolkit

Enhance your customer experience with AI customized for your business. Leverage your CX data to create, customize, and deploy secure and trusted AI tools that help generate relevant content aligned with your business needs. Furthermore, integrate your own knowledge base and data sources to power generative answering for sales, service, and commerce teams. Don’t be limited by pre-built solutions 鈥� build AI that reflects your unique customer journey.

The innovations we unveiled at 麻豆原创 Sapphire are a testament to our commitment to drive tangible business outcomes and bring out your best customer experience. These innovations are available now or will be available in H2 2024. In addition, we have many more exciting offerings in the pipeline. Brace yourself for an exciting journey ahead with our next-gen CX solutions and stay tuned for more developments on the horizon!

Find out more about these innovations .

Ritu Bhargava is president and chief product officer for 麻豆原创 Industries and Customer Experience.

ORLANDO 鈥� At its annual 麻豆原创 Sapphire conference, 麻豆原创 unveiled generative AI innovations and partnerships that showcase how the company is taking business to the next level in the era of AI.

By infusing Business AI across an enterprise cloud portfolio that powers the world鈥檚 most mission-critical processes and partnering with companies pushing the edge of what鈥檚 possible with AI, 麻豆原创 is igniting a new wave of insight and ingenuity in global business.

鈥淭he Business AI innovations we鈥檙e announcing at 麻豆原创 Sapphire in 2024 will redefine the way businesses run,鈥� says Christian Klein, CEO and member of the Executive Board of 麻豆原创 SE. 鈥淭oday鈥檚 AI announcements and partnerships build on our commitment to deliver revolutionary technology that drives real-world results, helping customers unleash the agility and ingenuity they need to succeed in today鈥檚 fast-moving business landscape.鈥�

AI That Means Business

As 麻豆原创 embeds Business AI across its enterprise solutions, it puts rich insights at users鈥� fingertips, empowering them to deliver better outcomes and elevate the creative problem-solving humans do best. Examples include AI-generated reports in 麻豆原创 SuccessFactors solutions that give people managers responsibly sourced insights for compensation-related discussions as well as forecasting capabilities in 麻豆原创 Sales Cloud solutions that predict combinations of salespeople and products most likely to drive sales. Meanwhile, the 麻豆原创 Business Technology Platform is adding large language models from Amazon Web Services, Meta and Mistral AI to its generative AI hub. This capability in the 麻豆原创 AI Core infrastructure makes it easier to build generative AI use cases for 麻豆原创 applications.

麻豆原创鈥檚 generative AI copilot Joule, which quickly sorts and contextualizes data from multiple systems to advance automation and improve decision-making, is expanding throughout the company鈥檚 solution portfolio. Joule launched in 麻豆原创 SuccessFactors solutions last fall and is now embedded into 麻豆原创 S/4HANA Cloud solutions and others including 麻豆原创 Build and 麻豆原创 Integration Suite. Further expansion by year-end will include 麻豆原创 Ariba and 麻豆原创 Analytics Cloud solutions. At Sapphire, 麻豆原创 also announced plans to further broaden Joule鈥檚 scope by integrating it with Microsoft Copilot to surface even richer insights. This deep, bi-directional integration gives users a unified experience built right into the flow of work, enabling seamless access to information from interactions with business applications in 麻豆原创 and Microsoft 365.

Reflecting Business AI鈥檚 increasing importance, 麻豆原创 is redoubling its commitment to the principles of relevant, reliable, and responsible AI it pioneered. At Sapphire, 麻豆原创 is adopting the 10 guiding principles of the UNESCO Recommendation on the Ethics of Artificial Intelligence, which aim to ensure that AI technologies are developed and used in ways that respect human rights, promote fairness and contribute to sustainable development.

Partnerships That Scale Innovation

麻豆原创 is partnering with best-in-class technology leaders to push the limits of what generative AI can do at an enterprise level. In addition to our expanded collaborations with AWS and Microsoft, partnerships with Google Cloud, Meta, Mistral AI and NVIDIA ensure 麻豆原创 can harness the power of AI-ready technology to innovate at speed and deliver richer real-world results.

Google Cloud

麻豆原创 and Google Cloud are expanding their partnership, using Business AI to help enterprises better predict and mitigate supply-chain risks to minimize disruptions and maintain optimal inventory levels. The companies will integrate Joule and the 麻豆原创 Integrated Business Planning for Supply Chain solution with Google Cloud鈥檚 Gemini models AI assistant and Google Cloud Cortex Framework鈥檚 data foundation.

Meta

麻豆原创 will leverage Meta Llama 3 to generate scripts that render highly customized analytics applications in 麻豆原创 Analytics Cloud. Meta鈥檚 next-generation AI model excels at language nuances and contextual understanding, making it an ideal candidate for translating enterprise business requirements into tangible outcomes.

Mistral AI

麻豆原创 will also add new large language models from Mistral AI, a global company headquartered in Paris specializing in generative AI, to the generative AI hub capability in 麻豆原创 AI Core.

NVIDIA

麻豆原创 and NVIDIA Corporation advance a to embed cutting-edge technologies into enterprise-ready business applications:

• As 麻豆原创 trains Joule to serve as an AI assistant for the RISE with 麻豆原创 solution implementations, NVIDIA鈥檚 state-of-the-art AI models sift through 麻豆原创 consulting assets to provide relevant and precise answers to implementation-related questions;
• As 麻豆原创 embeds Joule in the ABAP Cloud model to generate ABAP code for 麻豆原创 developers, NVIDIA鈥檚 accelerated infrastructure will run, scale, and manage 麻豆原创’s generative AI model for ABAP code generation;
• As 麻豆原创 infuses generative AI into the 麻豆原创 Intelligent Product Recommendation solution, NVIDIA Omniverse Cloud APIs enable the simulation of complex manufacturing products and configurations as industrial digital twins.

Cloud Technology That Drives Agility and Sustainability

Business success in the era of AI means being in the cloud. 麻豆原创 is making the move easier than ever with initiatives that help customers find partners with the expertise needed for complex 麻豆原创 S/4HANA Cloud transformations. Further cloud innovations at 麻豆原创 Sapphire include features that help the world鈥檚 organizations measure, manage and execute their sustainability strategies. 麻豆原创 Sustainability Control Tower and 麻豆原创 Sustainability Footprint Management solutions now track carbon footprints at scale and help businesses meet regulatory standards.

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B2B and B2C customers are demanding virtual sales interactions and smooth, consultative customer service experiences, according to a report from . Yet, 51% of businesses still struggle to provide the right data, processes, and capabilities that allow sales and service teams to deliver moments that create lasting connections.

Now, with greater ease, 麻豆原创 customers can access the content, guided expertise, resources, and planning methods essential to building a cloud-based technology foundation for this new era of sales and services. And all of this is possible through the plan for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud, expanded edition.

Maximizing Value with Focused, Proactive Guidance

Offering a combination of omnichannel sales and value-added customer service is, by no means, a simple feat that can be achieved overnight. Making this transformation requires mutual understanding and close collaboration between sales and service teams, accessing data-driven insights on customer needs and expectations and delivering value at every touch point with effective technologies.

The expanded edition of 麻豆原创 Preferred Success for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud can deliver that advantage with exceptional support from knowledgeable 麻豆原创 experts throughout the lifetime of a cloud solution investment. Without processing another statement of work, 麻豆原创 customers can move from planning and implementation to go-live and active operation with such speed and effectiveness that they can transform their customer experience faster and more efficiently.

For example, reviews and related analysis help maintain peace of mind throughout the deployment of a cloud solution, keeping organizations on the right path toward achieving their goals. This can include quality checks to help ensure integration integrity, in-depth release guidance for future feature adoption, targeted training programs on the latest topics and best practices, and service-level agreements for enhanced support.

But what makes the expanded edition of 麻豆原创 Preferred Success for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud truly distinctive is the long-term, enhanced partnership it can provide to help advance and accelerate the cloud journey. Throughout the subscription lifecycle, organizations are continuously supported by experts and specialized services designed to meet their unique needs.

Access to Product Specialists

Appointed based on their technical and product-based expertise, product specialists leverage their knowledge and insights to help accelerate business outcomes and maximize the consumption of 麻豆原创 solutions. They achieve this by recommending and overseeing the delivery and scheduling of crucial services, providing direct access to experts for targeted advice on solutions, and advising on 麻豆原创 best practices.

This experience can allow sales and services organizations and their stakeholders to enhance the ROI of their overall investment in cloud solutions from 麻豆原创 by:

• Acquiring functional and technical knowledge when needed
• Receiving answers to queries related to standard integration with other 麻豆原创 solutions
• Addressing critical implementation difficulties quickly and resolutely

Solution Reviews

During prescriptive solution reviews, 麻豆原创 experts work closely with customers to analyze their usage patterns and advise on process improvements and transformation journeys that align with their success plans and business goals. Specifically, they focus on aligning usage with best practices, measuring the impact of changes on business operations, and identifying areas for improvement.

Customers can also benefit from collaborating with subject-matter experts during these reviews, receiving recommendations and advice on changes that can help mitigate or resolve business challenges, improve the customer journey, and reduce bottlenecks proactively. This service can offer stakeholders valuable insights into simplifying and optimizing operations, reducing administrative work, boosting process efficiency, and enhancing transparency for user adoption and cloud landscape stability.

New Feature Activation

麻豆原创 customers can also receive assistance in identifying, evaluating, activating, and maximizing the impact of the latest features to support their business operations better. Subject-matter experts help provide an enhanced adoption experience by aligning business goals with value and product capabilities, creating a tailored adoption plan, and providing guidance and enablement to activate features.

The new feature activation service can also assess and enable the impact of new configurations and simple customizations added to 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud. By matching business needs to updates that offer better value, 麻豆原创 experts can evaluate the potential benefits and risks of the new additions, pinpointing system changes needed to activate and test the update to measure business outcomes.

Reaching Mission-Critical Goals with Extra Impact

The right technology partner can make all the difference 鈥� especially as expectations for sales and customer service experiences continue to evolve. Providing access to expert guidance, resources, and support when and where needed helps ensure businesses drive customer loyalty and success.

The expanded edition of 麻豆原创 Preferred Success for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud can deliver on that promise with a transformative approach to sales and customer service. This significant step towards creating personalized, value-driven experiences can help sales and services teams not only meet but exceed customer expectations, turning transactions into lasting connections.

Ready to amplify the impact of your sales and customer service experiences? or contact your local 麻豆原创 representative to learn more about 麻豆原创 Preferred Success for 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud, expanded edition.

Amitesh Tiwari is a solution manager for the Chief Innovation Office of Cloud Success Services at 麻豆原创.

These new capabilities will help businesses automate time-consuming tasks and quickly analyze data from across the enterprise to gain valuable, actionable insights that deliver more intelligent, personalized experiences for customers.

Unlike other generative AI technologies that only utilize the data found in one siloed system, these new AI capabilities leverage 麻豆原创鈥檚 wealth of experiential and operational data, as well as data from third-party sources, to provide businesses with a holistic view of their customers. Proactive, contextual, AI-powered insights from across the enterprise help organizations optimize business processes and adapt to unique business needs and rapid changes in the market.

鈥淧utting customers at the center of business transformation requires delivering a strong, personalized customer experience with intelligent CX,鈥� said Ritu Bhargava, President and Chief Product Officer, 麻豆原创 Industries and 麻豆原创 CX, 麻豆原创. 鈥淭hese new AI capabilities within the 麻豆原创 CX portfolio will allow businesses to unlock their full potential, improve customer loyalty, solidify themselves as industry leaders and reap the benefits of generative AI with intelligent CX solutions that have a tangible impact on businesses. These capabilities are the next step in redefining intelligence to deliver a delightful customer experience, effortlessly.鈥�

The new capabilities, which include tailored use cases for commerce, sales, customer service and marketing teams, are the next step in delivering intelligent CX and enabling teams to work more effectively and efficiently. This will help ensure customers can deliver exceptional customer experiences that differentiate their businesses, create brand loyalty, deepen customer relationships and ultimately drive profitability. These new capabilities, which can be applied across the entire 麻豆原创 CX portfolio, include the ability to:

Automate Labor-Intensive Tasks with Curated Role-Based AI Tools
New AI capabilities include more than 10 CX role鈥揵ased tools that aim to increase productivity and efficiency by automating routine tasks, leaving time for more nuanced aspects of business. For the service team, when a customer issue arises, AI can help summarize the situation and align the team on the problem, provide an overview of customer sentiment, suggest a solution and even track how quickly the issue is resolved. This step increases efficiency, boosting the business鈥� bottom line and giving workers more time to focus on strategic initiatives.

Supercharge Catalog Management and Product Discovery with AI
Catalog health is one of the most arduous tasks for commerce managers. Items that are not tagged properly won鈥檛 show up in searches and incomplete product recommendations take away from conversions. Commerce managers can ensure high levels of product visibility and discoverability by using the new AI capabilities to review product tags and catalogs, generate and customize product descriptions and help guide customers to the right choice for their needs.

Retrieve Answers in Natural Language with Proactive AI
Using AI to identify and answer customer questions within conversations will free up sales and service teams to focus on more value-adding tasks. For example, a salesperson might receive an e-mail from a customer asking about products. This new capability, intelligent Q&A, reads the e-mail, points out the important questions and gives the salesperson a suggested written response that includes the latest product information.

Surface Customer Profile Intelligence in Context
About 76% of global consumers prefer personalized marketing communications,, an 麻豆原创 company, showing that it is imperative for businesses to have a 360-degree view of their customers. With AI-generated customer profiles supported by the real-time 麻豆原创 Customer Data Platform, businesses can combine data from all business applications and surface these profiles to customer-facing teams. This holistic view allows workers to quickly understand customer preferences, enabling a more personalized and relevant service. If a customer reports a delayed delivery, front-line workers can use the AI-generated customer summary, which includes information on order histories, previous interactions and preferences, to quickly resolve issues and provide a better customer experience.

鈥淥rganizations are looking for a trusted platform technology and AI partner which they can adapt and grow with today as well as thrive with in the future,鈥� said Alan Webber, Program Vice President, Digital Platform Ecosystems, IDC. 鈥溌槎乖粹�檚 approach to connecting data across the enterprise, both in 麻豆原创 systems and beyond, provides a foundation customers can build on for the long term. Furthermore, 麻豆原创鈥檚 decades-long experience designing business processes from AI can be leveraged to reduce AI鈥檚 time to value.鈥�

麻豆原创 is also infusing AI capabilities into existing products across the 麻豆原创 CX portfolio with the ability to:

Fortify Customer Identity and Access Management with AI
The 麻豆原创 Customer Identity and Access Management solutions are debuting new AI risk-based authentication capabilities. These new functions secure user identity data and help prevent threats by gaining intelligence across all digital properties and brands. Users will have a unified customer view and consent profile, making data connected and adaptable for real-time customer engagements. Providing this level of customer data privacy and security is essential to preserving our customers鈥� trust. 麻豆原创 solutions hold our customers鈥� most sensitive data, so we take this extremely seriously and it remains our top priority.

Create Personalized Content Creation Powered by Generative AI
Using generative AI, the 麻豆原创 Emarsys Customer Engagement platform gives marketers the ability to create targeted, compelling email content that delivers the right message to the right audience. The 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud solutions will also embed two new generative AI capabilities: AI-generated summary and e-mail response generation will help users identify relevant information, have more effective customer interactions and ultimately deliver superior customer service.

To learn more about these capabilities, read 鈥�Revolutionizing Customer Experience: The AI Advantage.鈥�

Visit the . Follow 麻豆原创 at .

Media Contact:
Jillian Baker, +1 (516) 554-4450, jillian.baker@sap.com, ET
麻豆原创 麻豆原创 Room;听press@sap.com

This document contains forward-looking statements, which are predictions, projections, or other statements about future events. These statements are based on current expectations, forecasts, and assumptions that are subject to risks and uncertainties that could cause actual results and outcomes to materially differ. Additional information regarding these risks and uncertainties may be found in our filings with the Securities and Exchange Commission, including but not limited to the risk factors section of 麻豆原创鈥檚 2022 Annual Report on Form 20-F.
漏 2023 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see  for additional trademark information and notices.

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.

鈥淔or new products or customers, it鈥檚 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 麻豆原创 Customer Experience solutions and 麻豆原创 Field Service Management with 麻豆原创 S/4HANA,鈥� said Frank M眉nzner, in-house 麻豆原创 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 麻豆原创 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 麻豆原创 Customer Experience solutions for sales, service, and marketing and with , the company鈥檚 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 麻豆原创 Customer Experience portfolio, 麻豆原创 Field Service Management, and 麻豆原创 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 麻豆原创 S/4HANA as the core software, it鈥檚 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鈥檚 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

鈥淲e鈥檝e always combined tradition with innovation when manufacturing our blowers. With 麻豆原创 Customer Experience solutions, our customer management operations are superior to those of our competitors. We鈥檙e able to keep a close eye on processes and respond quickly and accordingly,鈥� said Thomas Henzler, CIO at PILLER Blowers & Compressors GmbH.

Rolling Out Customer-Centric Solutions

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

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

Watch an of 麻豆原创 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 麻豆原创 Field Service Management. .

Karin Fent is senior director of Global Customer Success Digital Supply Chain at 麻豆原创.

Interconnection is the first aspect of the intelligent 麻豆原创 Customer Experience (麻豆原创 CX) portfolio, bringing operational and contextual data to the individual engagement.

In a changing world, both customers and utilities are forced to adapt:

• The customer has unprecedented access to smart devices
• Energy and water providers are asking consumers for usage flexibility and conservation
• Programs are available and mandated to support home and business owners with decarbonization investments
• The utility is deeply involved in distributed electric generation, energy storage, and decarbonization

Staying connected constantly with customers is a critical factor for succeeding in the energy transition.

Globally, utilities have been driven to expand and shift, and there is no end in sight. While energy and water suppliers must embrace sustainability goals, the industry is developing new business models. Utilities are becoming retailers for commodity and non-commodity offerings. To their consumers, the utility is a trusted partner and welcome advisor when investing in home energy and storage or electric transportation, or simply subscribing to bundled home service offerings for energy, water, telecommunication, transportation, and other services.

This means that a utility company faces what seems to be contradicting goals: optimizing classic customer operations for stable and reliable energy and water supply, while at the same time innovating the customer experience with speed.

To meet these two important goals — optimize and innovate — companies are specifically demanding better customer solutions.

On the one hand, customer service must maintain, if not improve, customer satisfaction while lowering cost-to-serve. Automation of manual tasks, digital channels, and process excellence are key. On the other hand, innovating customer experience can be tricky for a utility. Traditionally, especially in regulated markets, the energy and water supplier did not need to focus on nurturing customer relations and growing a market share. Time-to-market, digital storefronts, and third-party collaboration can be challenging for the classic utilities culture. Consumer technology has grown rapidly. People now come with smart devices and expectations, and are used to seamless shopping experiences.

To be competitive, utilities must learn and adopt best practices from other industries, including retail, electronics, and automotive. Introducing new products and services requires a state-of-the-art marketing and sales execution setup.

Customers expect individual — and respectful — communications and offerings. Insight is the next aspect in the 麻豆原创 Customer Experience portfolio, with timely, meaningful, and predictive data to anticipate, support, and optimize customer interactions. A best-of-suite business solution with end-to-end process for lead to cash and service request to resolve enables both, optimizing the back office and innovating the front office.

“Our utilities customers have the goal to build customer intimacy and involve their respective end customers in the energy transition journey, including them becoming energy generators and contributors to the grid as well,” says Daniela Sellmann, global vice president and head of the at 麻豆原创. “This can only be achieved if the front and back office come together to get a 360-degree view of the end customers. That is why we strategically invest in our customer experience solution for utilities.”

麻豆原创 is unmatched in combining enterprise resource planning (ERP) with CX solutions in the industry context. CX includes several applications, connecting service, sales, marketing, e-commerce, and customer data on a solid and flexible platform. 麻豆原创鈥檚 continued focus on delivering and innovating industry-tailored CX solutions is visible both in the current product portfolio and road maps.

With the , launched in 2022, utilities customer service teams in the office, on the road, and at home can easily connect to their customers. A redesigned agent desktop runs at greater speed, scalability, and availability. The extends 麻豆原创 Service Cloud with native integration to meter to cash in the 麻豆原创 for Utilities portfolio, the core of energy and water back-office processes.

麻豆原创 Sales Cloud equips sales teams with the right tools in today鈥檚 complex selling environment. When used in combination, 麻豆原创 Service Cloud and 麻豆原创 Sales Cloud can .

Innovative products require an online presence, which is where 麻豆原创 Commerce Cloud, subscription management add-on, delivers a store front and e-commerce platform suited and ready for any utility offering.

麻豆原创 Emarsys Customer Engagement is the new marketing solution to personalize interactions and 麻豆原创 has an exciting road map for utilities-specific analytics and tactics, with pre-built content for listening to signals during customer journeys and context-sensitive responses.

The partner ecosystem plays a critical role delivering 麻豆原创 Customer Experience solutions, not only with implementation services but also enhancing 麻豆原创 offering with apps; for example, through 麻豆原创 store.

“We now have more than 14 apps built for 麻豆原创 for Utilities and CX, covering multiple scenarios for customer data, service, sales, marketing, deregulation, or CPQ and product management to meet specific needs,”says Edgar Kauter, managing director at Power Reply Germany. “As an industry cloud partner, we see 麻豆原创’s investment in CX and the industries and we value the innovation. Utilities can easily see how the standard 麻豆原创 portfolio, together with our standardized apps and implementation services, provides not only a quicker time to value, but also cost-efficient processes.”

A seamless customer experience requires a seamless organization and a seamless solution. Any integrated front office and back office requires adaptive measures, the third aspect of听 intelligent CX from 麻豆原创. Adaption means that feature-rich 麻豆原创 applications can be personalized, extended, integrated, and composed with other apps; for example, industry cloud partners.

麻豆原创 is on a mission to help make utilities businesses more customer-centric. Discover , and explore road maps to discover how 麻豆原创 plans to improve the integration design of sales orders for utilities commodity contracts in 麻豆原创 S/4HANA听.

Robert Straubinger is chief solution expert for Solution Management Utilities at 麻豆原创.

But the fun of my conversation with Lamees Butt, SVP Global Alliances & Channels at Zoovu, was more about the sheer inventiveness of the offering itself than the name. You know how everybody loves to tell you about their 鈥渞evolutionary鈥� new products? Well, Butt quickly convinced me that the Zoovu app, one of the hottest sellers on 麻豆原创 Store, really is. As for the name 鈥� I鈥檒l get to that later.

Transforming Discovery

Product discovery: that鈥檚 what Zoovu is revolutionizing. While online search does keep improving, the truth is that you still have to know what you鈥檙e looking for. Zoovu 鈥渉umanizes鈥� product discovery, Butt told me, making products easier to find, evaluate, and buy by bringing context to your search.

鈥淢ost e-commerce sites are not much more than indexes or digital catalogs,鈥� she commented, 鈥渘ot well organized or structured. Say you need a new laptop and go online to do some research. Where do you start? You鈥檒l probably be asked to specify, for instance, how much RAM you need, how much CPU. What does that mean?鈥� She added a shocking statistic: 80% of organizations believe they are offering a good user experience. Only 8% of buyers agree.

Imagine instead being guided through the process with relevant questions and interactive buying advice. With Zoovu integrated into your commerce experience, Butt explained, you are asked the questions the knowledgeable sales assistant would pose in-store. For example, what do you typically do with your laptop? Say you run a lot of spreadsheets, meet colleagues virtually online, travel on business, design flyers for community events, and construct crossword puzzles. Voil脿! With five questions, the digital assistant translates your needs and recommends you a laptop. Essentially, it uses artificial intelligence (AI) and semantics to personalize your search.

That鈥檚 a simple example for a B2C use case. Now imagine a complex purchase for a B2B buyer 鈥� a hospital upgrading X-ray equipment, for example, or a contractor building aircraft components. 鈥淚t鈥檚 so easy to make a mistake in specifications or choose the wrong product,鈥� Butt said, 鈥渁nd there typically are no tools on commerce for cross-checking product compliance. With our solution, by connecting the back-office product content and exposing it to the front-office commerce experience, there is zero error.鈥�

Converting Prospects

Since 麻豆原创 Store is such a valuable resource for 麻豆原创 account executives, who can learn about and recommend partner offerings, I broached concern about the app eliminating sales people鈥檚 jobs. On the contrary, she replied, it can serve as an assistant for them, too. Customers can get answers to simpler questions on their own and free up the experts for transactions that require their know-how. Account executives can work with customers to better understand what they need and adapt their sales approach in real time 鈥� and dramatically improve conversion rates. Another Zoovu app on 麻豆原创 Store, , enables your end customer to virtually set, build, bundle, and configure complex products online while reducing manual intervention.

Innovating Through Integration

The Zoovu discovery experiences are integrated with 麻豆原创 Commerce Cloud, 麻豆原创 Sales Cloud, and 麻豆原创 CPQ to work securely with any IT landscape. The Zoovu platform enriches product content automatically with industry-specific taxonomies and work across all industries. 鈥淭he qualifying questions,鈥� Butt remarked, 鈥渁re gold dust for companies that are building complex mechanics for their customers.鈥� Because of that tight integration, the apps scale across channels and regions and can easily be embedded at distribution partners via web, chat, and in-store kiosks.

I was intrigued about Butt鈥檚 role, since she is such an enthusiastic evangelist. She鈥檚 been a member of the Zoovu team as one of the first employees, coming in with a background in the digital transformation space. She noted that the company expanded quickly after it was established in 2017 by several young computer scientists, who surrounded themselves with smart people from diverse fields with different skill sets. Her responsibility is to help the company scale through partnerships, and 麻豆原创 is an ideal match, she observed, because of the product-customer fit. Let me add that she is 100% correct in that respect. The Zoovu apps set a record on 麻豆原创 Store with the speed of uptake from our customers.

It seems that an intern came up with 鈥淶oovu鈥� in the process of building a product subset, and it caught on. That intern, Butt added, is now part of the Zoovu leadership team.

Is your organization ready for a revolution in product discovery? Why not find out how on ?

Rajiv Nema is part of Marketplace Group for Digital Experiences at 麻豆原创.

We鈥檝e seen how, in today鈥檚 fast-paced, digital-first world, the demands placed on sales and marketing teams are greater than ever and buyer expectations are at an all-time high. This makes successful account engagement critical.

The problem is that sales and marketing teams selling to businesses are often operating separately from each other, using siloed tech stacks to manage buyer engagement. Having disconnected systems brings about a host of technical, data, and process barriers that reduce speed to market, limit personalization, hinder growth and revenue, and, most importantly, degrade the customer experience.

On top of this, sales teams are having to navigate exceedingly complex sales cycles that often involve buying centers with distinct consideration sets and buyer journeys that extend across multiple digital and physical touch points. Meanwhile, marketers are being tasked to drive more revenue for the business, prove their impact, and provide more relevant one-to-one experiences 鈥� all with less budget and resources.

By introducing the account engagement option, we are helping . With our unified solutions, sales and marketing teams will be able to collaboratively execute account engagement strategies at scale, resulting in more seamless customer experiences and better business results.

Solving Common Challenges with a Unified Solution

Sales and marketing teams have their respective goals, but they also have shared goals of engaging and converting more customers, increasing customer lifetime value, and driving revenue for the business.

Through two-way native integration between and the account engagement option for 麻豆原创 Emarsys Customer Engagement, sales and marketing teams can act upon a unified, single view of their accounts and business contacts. With a shared view of the customer, teams can better align their account engagement strategies to accelerate sales cycles, improve closure rates, and increase customer lifetime value. This ultimately helps solve the broader business goals of growth and revenue.

Collaborative account engagement has unique, positive benefits for sales and marketing teams respectively; whether you鈥檙e in sales or marketing, collaborative account engagement is all upside.

How 麻豆原创 Customer Experience Brings Value to Sales and Marketing Teams

How will account engagement help sales and marketing teams? What will it provide for businesses?

Teams using this option will be able to integrate with 麻豆原创 Sales Cloud, allowing them to bring together their data, process, and user experiences, and benefit from:

• Integrated, fully aligned sales and marketing account engagement
• Improved account segmentation and targeting
• Collaborative campaign development and execution
• More scalable, marketing-led, one-to-one sales interactions
• Pre-built strategies and tactics that accelerate time to market
• Real-time customer insights that drive real-time engagement
• Reporting and analytics to view and measure marketing鈥檚 impact on sales

Marketing teams will continue to benefit from the speed, simplicity, and scale that 麻豆原创 Emarsys Customer Engagement offers them, while sales teams will gain improved collaboration and visibility into marketing campaigns without having to leave 麻豆原创 Sales Cloud, which means sales, marketing, and the whole business win.

Learn More About the Benefits of Collaborative Account Engagement

麻豆原创 Customer Experience is all about helping businesses make each customer experience they deliver matter. It is also about providing integrated solutions that drive customer growth and revenue at any scale. This account engagement option propels us further on this path by helping businesses achieve their business-critical goals while also enabling sales and marketing teams to work smarter, more efficiently, and more collaboratively to deliver exceptional experiences.

To learn more about the power of collaborative account engagement, read “.” And to learn more about how the account engagement option for 麻豆原创 Emarsys Customer Engagement helps clients accelerate performance and generate more revenue, .

Joanna Milliken is CEO of 麻豆原创 Emarsys Customer Engagement.

麻豆原创 Customer Experience helps businesses achieve this balance. We provide a customer experience (CX) ecosystem that connects every part of their organization — from the front office to the back office — so they can be amazing at every customer engagement. We also deliver insights powered by artificial intelligence (AI) and end-to-end processes that simplify operations and make the business more adaptable.

This mission is especially vital for B2B sales. Legacy customer relationship management (CRM) software has become a significant hindrance in our modern, mobile, and always-on marketplace. Built on business-oriented process governance and in-person, siloed relationships between buyers and account executives, yesterday鈥檚 CRM cannot deliver the highly personalized digital experience that people expect today. It has not kept pace with the rate of change experienced by buyers and sellers.

That is why we are excited to announce the innovations powering 麻豆原创 Sales Cloud. With increased agility, intelligence, and scalability, our solution can transform routine sales tactics into holistic sales strategies. It provides the right mix of helpful guidance, self-service, and agile business operations to enable companies to maximize customer lifetime value.

Need for Change

Just how much B2B sales have changed is made clear in a , in association with 麻豆原创. Seventy-two percent of the respondents said their B2B sales strategies have undergone moderate or significant change over the past two years.

As millennials and Gen Z enter the workforce, buyer demands are changing rapidly. This new demographic wants more autonomy in their purchasing journeys. They want digitally enabled sales interactions, and they involve more decision-makers in the process. These trends are consistent across industries and regions.

On the selling side, teams are now more geographically dispersed, largely thanks to the pandemic and remote work. In addition, turnover, which has always been a problem, has increased. While stress has risen and operations have become overly complicated, plenty of job opportunities are available. These trends highlight three crucial challenges:

• Speeding time-to-value as new sellers are hired
• Providing efficient and effective ways for team collaboration
• Simplifying operations to strengthen loyalty from the existing sales force

Navigating the New Era of B2B Sales

Leading companies are pursuing three key objectives to deal with these trends and challenges.

First, they want to create continuity in the buying experience by linking each engagement and interaction. This continuity is powered by data from the entire organization, including front office engagement 鈥� marketing, commerce, and service 鈥� and back-end business processes such as enterprise resource planning (ERP), supply chain, and inventory data. By using this data to surface insights, sellers can enhance their understanding of each customer and deliver the dynamic, connected journeys that win repeat business.

Secondly, they are making selling easier and faster. Sellers get the tools and technologies to do their jobs, quickly overcome complexities, engage with buyers across digital and in-person channels, and easily navigate selling journeys.

This enables sellers to focus on high-value/high-win and strategic opportunities and to put time into making sure these deals succeed. If they can spend their time selling rather than navigating antiquated technology, they will do a much better job.

Lastly, they are looking to future-proof and accelerate their operations at any scale. This requires a system that is not only high-performing and reliable, but also connected to every part of the organization and easy to adapt when circumstances change. This point is crucial: dealing with the speed and scale of unexpected change has tested many organizations鈥� mettle in the last three years.

At the same time, usability matters; after all, B2B sellers are also consumers. Their experiences with tech giants such as Apple, Amazon, and Google shape their expectations of how their systems should work — lightning fast and intuitive.

鈥淐ustomer expectations are shifting rapidly. They are demanding more — more flexibility, more control, more channels, and more sustainable business practices. With the help of artificial intelligence, machine learning, data, and analytics, we are creating new opportunities for the entire sales team so they can make every interaction a personalized customer experience and can deliver the value this new generation of customers expects at every touchpoint.鈥�

– Thomas Saueressig, member of the Executive
Board of 麻豆原创 SE, Product Engineering

Intelligent Selling Made Simple

麻豆原创鈥檚 goal is to help organizations of all sizes and industries run profitable businesses and continuously adapt. Recent innovations in will help B2B sales organizations do exactly that. Because it is a composable solution, it enables companies to:

• Reimagine the way they engage with business customers to build better, faster sales experiences at scale with always-on availability
• Increase business agility and flexibility with an API-first, microservices-enabled technology approach
• Scale with ease while creating highly differentiated customer experiences that can easily be extended with composable apps

麻豆原创 Sales Cloud now creates understanding through insight so companies can effectively connect with customers and capitalize on emerging trends. It uses data-driven intelligence to provide a focus on high-value business, eliminating noise and guiding sellers to more effective courses of action. And it removes barriers to help unify and grow global sales operations. Together, these qualities speed up the sales process and help sellers meet buyers on the customer鈥檚 preferred terms.

Intelligent selling should do two simple things: create great experiences for buyers and sellers, and help companies grow. The companies that make intelligent selling a reality will be able to deal with challenges faster than their rivals. They are the companies whose sales operations will cope with rapid change and customer demands. And they are the companies whose customers and employees will stay loyal for the long term.

Ritu Bhargava is president and chief product officer for 麻豆原创 Customer Experience.

鈥淥ur investment in CX technology has been all about aligning with our business strategy and vision in a customer-centric way,鈥� said Carlson. 鈥淐onnecting data on a centralized platform across the sales team, contact centers, and marketing has resulted in higher sales and close rates, more responsive customer service with faster resolutions, and a competitive advantage for our brands.鈥�

Connected Data Is Foundational to Customer Loyalty

Moen is among the cadre of respected brands that rely on solutions to help deliver innovations for achieving high-growth plans. In fact, the company鈥檚 strategy reflects a market-wide sea change in how CX itself has transformed from a siloed tactic to strategic business must-have. While Moen鈥檚 foundational B2B connections remain strong, similar to many manufacturers, the company has moved closer to customers including retailers, contractors, plumbers and other service providers, as well as consumers. The initial impetus for the company鈥檚 CX investment was focused on sales team digital communication readiness with customers.

鈥淲hile we began by thinking about the selling process alone, we quickly realized that if we can connect all this data 鈥� interactions between sales and service, customer and consumer data, and marketing campaigns 鈥� that would drive our entire business strategy forward to build customer loyalty,鈥� said Carlson. 鈥淔rom an investment perspective, we far exceeded our initial revenue goals for the first three years. Our call agents can handle more calls and have added important cross-selling responsibilities. Marketing-wise, we can better target people who are calling into our contact centers, providing prospects like trade partners with personalized content. Due to our early success, we continue to invest in this strategic platform. We now have loyalty programs driving customers to purchase products that will deliver continuous value to them.鈥�

Digital Innovations Drive Business Opportunity

Moen is a prime example of how leading-edge manufacturers are taking advantage of digitally-fueled growth opportunities. When cloud-based platforms connect information from front-to-back office processes, new business models emerge. For example, Moen has expanded offerings into areas such as smart home technology, introducing new revenue models by monetizing customer data to sell products like scented shower head subscriptions. On a daily basis, service agents have easier access to a digital knowledge base of Moen鈥檚 products, while sales people appreciate a mobile-first experience when they鈥檙e on the road.

鈥淲e took our service agents 100% digital with a knowledge management solution that details SKUs down to the part level,鈥� said Carlson. 鈥淭hey can answer questions faster, even digitally sharing images with customers to help identify parts and products. If customers share a competitor鈥檚 product image, our agents can offer a discount to replace it with a Moen product. We鈥檙e also exploring the best methods of supporting installation and replacement questions, including step-by-step video instructions or referrals to local plumbers for customers who want field service.鈥�

Data Exchange Gets Closer to Customers

With its strong customer partnerships, Carlson said that Moen has a better sense of what鈥檚 selling in specific markets. Online customers can easily find the product they鈥檙e seeking on Moen鈥檚 Web site, along with local retailers that have it in stock. Moen also has dedicated sales agents for e-tailers and retailers, with service agents in select markets to help in-aisle purchasing. Homeowners working with their general contractor can find Moen product information in showrooms, supported by local sales teams who update displays based on sales demand. Minus a direct relationship with consumers, one of the biggest benefits of digitalization has been the continuous exchange of information with retailers.

鈥淣ow that we have the tools and technology, we鈥檙e looking ahead to become more sophisticated in finding out more from retailers how customers are experiencing our products,鈥� said Carlson. 鈥淭hey can provide us with feedback to helps drive some of the service aspects of what we provide or what we should be doing.鈥�

CX Becomes Competitive Advantage

According to Nitin Badjatia, head of Solutions and Marketing for 麻豆原创 Service Cloud and 麻豆原创 Sales Cloud, customer service can no longer operate as an island, disconnected from the rest of the organization. In an era where products and services are introduced at the pace of innovation, modern customer service is intertwined with the entire value chain.

鈥淢anufacturers are only getting closer to their channel partners and consumers,鈥� said Badjatia. 鈥淭o foster customer loyalty and keep up with fast-changing market demands, organizations need to create meaningful connections throughout the customer life cycle. It鈥檚 why we developed the intelligent 麻豆原创 Service Cloud, to provide customer service with fast and accurate insights that will not only help resolve immediate issues, but also protect the brand promise and secure future growth.鈥�

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But the strength of the solution and its broad appeal across diverse industries and use cases are just a couple of reasons for the company鈥檚 extraordinary growth over the past 18 months, to the tune of 鈥� wait for it 鈥� 1,600%. How did that happen?

鈥淒uring the pandemic, customers couldn鈥檛 go to the bank, but they still needed banking services,鈥� explained Eli Israelov, CommBox founder and co-CEO, when I asked him about the company鈥檚 recent experience and growth plans. 鈥淧eople were shopping online, but they still needed product info and questions answered. But agents were suddenly working from home. They were working in small teams as companies were forced to downsize. And virtually overnight, there was a shocking recognition that 鈥榙igital transformation鈥� is more than a buzzword; it鈥檚 not a nice-to-have, but a critical element for maintaining service excellence. It turned out that the CommBox platform was exactly what was missing.鈥�

That is not to say that customer service is entirely digitalized. Regarding the idea that customer service functions can be completely taken over by bots and artificial intelligence (AI), he observed that about 50% of customer service requests are still handled by live agents, while for the other 50%, customers are asking us to build scripts that address those repetitive, self-service inquiries.

The truth is that for all the talk about AI replacing call agents, that won鈥檛 happen any time soon. 鈥淭o integrate all the interfaces, cover the full range of the customer journey, and do it at scale is really complicated and expensive. No one does that today,鈥� Israelov said.

Protecting Customer Relationships

Behind the scenes, however, some 70% of responses and tasks we track from our customers 鈥� including all major core business processes like sales, customer services, and technical support 鈥� are repetitive and can be diverted to self-service by automation to reduce the load of the agents while at the same time enable customers to access services 24/7. As the name implies, CommBox AI Powered Omnichannel Platform automates what can be automated and leaves the more complex tasks for the live agents. The platform is designed to recognize the point at which the system is failing to provide a precise answer, and a live agent kicks in before the customer feels any frustration. This way, companies can protect their customer relationships.

But how does it work? I asked Tamir Peled Sasson, senior business development and partnerships manager for CommBox, how the system perceives the right point for the handover. 鈥淭he customer is choosing options digitally and the bot can identify the intent through option selection and keywords,鈥� he explained. 鈥淔or example, customers are given choices by our AI chatbots and scripts. If the bot has failed to answer the customer鈥檚 questions or complete the needed task, then they can get transferred automatically to a live agent.鈥�

Customizing Customer Service

Peled Sasson noted that the team works closely with individual companies to identify common themes, tailoring the prompts and scripts for their end customers鈥� buying journey. 鈥淲e walk along with them as they onboard the platform and build relationships that enable us to stay in front of the technology.鈥� He added that customers can easily launch new service channels to deliver unified service. That includes ticket management, e-mail, bots, video chat, voice, text, WhatsApp, Messenger, and social media 鈥� all are covered by a single smart inbox and outbox, without compromising each channel鈥檚 native features.

As CommBox continues to scale up to meet demand, the company has added employees beyond its base in Israel, with an especially strong presence in Latin America and North Africa 鈥� and it plans to expand further into Europe and North America. I expect that demand will only continue to explode given working with 麻豆原创 and having a broad overlap of markets, as well as integrating the CommBox platform with 麻豆原创 Customer Relationship Management and 麻豆原创 Sales Cloud.

Israelov agreed: 鈥淲e are seeing a real need for our products within the 麻豆原创 customer base. And we鈥檝e gained great exposure to the 麻豆原创 ecosystem, not only customers but sales teams all over the world.鈥� He had a lot to add about working with 麻豆原创. 鈥淔rom the first day, we recognized that there was something right in the DNA 鈥� that both of our companies are committed to doing what鈥檚 best for the customer. We鈥檙e working with an amazing portal in 麻豆原创 Store, an amazing team, and an amazing product in 麻豆原创 CRM. From our standpoint, 麻豆原创 has invested in us, and we are investing in 麻豆原创.鈥�

It goes without saying that we are mutually excited about the potential 鈥� for our companies, for our customers, and for their customers. Join in the enthusiasm and learn more about .

Bill Rojas is senior director of Business Development and Partner Alliances for 麻豆原创 Digital Commerce.

In today鈥檚 world, 鈥渞emote selling鈥� is no longer an exception, it has become the norm. Sales professionals across the globe use Microsoft Teams to meet with customers and engage in sales activities. The integration of 麻豆原创 Sales Cloud and Microsoft teams enables users to access customer and sales information instantly from Microsoft Teams. While in customer meetings, they can update records in real time without ever leaving the Microsoft Teams environment.

鈥淭raditional sales automation solutions are record-keeping tools that focus on performing administrative tasks,鈥� said Sameer Patel, chief marketing and solutions officer of Customer Experience at 麻豆原创. 鈥淭hey can distract sales professionals from high-value activities. 麻豆原创 Sales Cloud is different because it removes complexities, adapts to changing needs of sales professionals and strives to make it easier for them to focus on customers and closing deals. The integration with Microsoft Teams is another great example of how 麻豆原创 makes it easier for sales professionals to engage with customers and grow revenues.鈥�

鈥淢icrosoft Teams is the new way people and sales professionals connect, collaborate and stay in the flow of work in today鈥檚 hybrid world,鈥� said Nicole Herskowitz, Microsoft Teams general manager. 鈥淲e are excited that partners like 麻豆原创 are building Teams Apps and native integration to enable collaborative solutions that help our mutual customers improve team productivity and better serve customers.鈥�

鈥淚t is more important than ever to eliminate friction in the sales process, remove administrative tasks and provide our sales听professionals with the right sales solutions that help听them听focus on our customers and engage with them anywhere and anytime,鈥� said听Gamze Senkal,听manager of Information Technology听at , part of one of the leading industrial holding companies in Turkey. 鈥淲ith the integration of 麻豆原创 Sales Cloud and Microsoft Teams, our听sales professionals can access the latest customer information with one click from Microsoft Teams and are able to update sales records听in real time without ever听leaving Microsoft Teams.听By eliminating duplicate data entry and record keeping, 麻豆原创 Sales Cloud helps ensure that our听sales professionals听are focusing on our customers and value-added activities.鈥�

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About 麻豆原创

麻豆原创鈥檚 strategy is to help every business run as a sustainable intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 麻豆原创 customers generate 87% of total global commerce. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into sustainable intelligent enterprises. 麻豆原创 helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want 鈥� without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, 麻豆原创 helps the world run better and improve people鈥檚 lives. For more information, visit听.

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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 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 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 麻豆原创’s future financial results are discussed more fully in 麻豆原创’s filings with the U.S. Securities and Exchange Commission (“SEC”), including 麻豆原创’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.
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鈥淲e help CPG companies and retailers make sure products are available when their customers are ready to buy,鈥� said Sergio Della Maggiora, founder and CEO of Teamcore. 鈥淲hether someone is shopping online or in a physical store, our retail execution platform based on intelligent workflows helps connect data across the supply chain 鈥� from warehouse to shelf, virtually or in-store 鈥� so companies don鈥檛 miss out on sales opportunities.鈥�

Intelligent Automated Workflows Boost CPG Sales

Based on sales data analytics, Della Maggiora said that Teamcore鈥檚 machine learning algorithm detects when products aren鈥檛 selling as planned and, in over 94% of cases, finds the root cause of the problem before assigning a task. Unlike garden variety alerts, Teamcore鈥檚 intelligent workflow notifications keep going until they reach the people who solve the problem. If someone in replenishment can鈥檛 find the product in the warehouse to restock virtual or in-store shelves, the workflow automatically routes that task to the appropriate store sales representatives, all the way up to regional store and supply chain managers.

鈥淭eamcore connects the whole CPG and retail team for opportunity detection sales and doesn鈥檛 stop until someone actually fixes the problem,鈥� said Della Maggiora. 鈥淥ver time, the collected data trains the model, improving its accuracy and ability to make predictions about potential issues.鈥�

Automated Retail Execution Leaves No Opportunity Unturned

Teamcore tackles some of the biggest challenges retailers face. Consider the problem of phantom inventory, which happens when company systems show products at a location, but they aren鈥檛 actually there. Another issue is underperforming promotions. CPG companies can have the best intentions in giving discounts to retailers, but if the right-priced products aren鈥檛 available to customers for whatever reason, the items won鈥檛 sell. Addressing these problems is not as simple as it sounds.

鈥淩etailers deal with thousands of product-related issues happening every day in virtual and brick and mortar stores,鈥� said Della Maggiora. 鈥淒ata from our automatic workflows lets retailers see where the problems are and act faster to correct them. If the algorithm detects that a product is underperforming compared to the same promotions in other locations, sales teams can take appropriate steps, like prioritizing in-store visits, replacing missing signage, or other activities, to help the retailer take full advantage of the promotion.鈥�

Teamcore鈥檚 customers include well-known global brands in food and beverage, personal care, and other CPG sectors across Latin America and the United States. On average, these companies have increased product sales from 3% to 5% by improving on-shelf product availability from 4% to 9% and online product availability from 5% to 15%.

鈥淥ne major CPG company reallocated its field sales team to activities where they could impact greater sales,鈥� said Della Maggiora. 鈥淥nce our data revealed how much time reps wasted on low value store visits, the company shifted the same team to dynamic, higher-value activities that had bottom line business results.鈥�

Data Science Meets Fast-Changing Consumer Demands

Born in Chile, Della Maggiora initially studied business, then began exploring technology during his undergraduate work. He and his cofounders took advantage of a government grant program in Chile to start a software company that developed mobile solutions. Eventually, he applied his eight years of retail operations experience at Walmart to cofound Teamcore. After seeing huge process inefficiencies firsthand, he and his team conceptualized a mobile and desktop app based on data science. Then the pandemic hit.

鈥淲e knew that designing a simple user experience on top of a solid data science platform would help retail operations become more efficient, selling what consumers want to purchase,鈥� he said. 鈥淲hen COVID-19 disrupted supply chains, many CPG organizations shifted to e-commerce and faced customer demands in unexpected ways 鈥� everything from rising home cooking trends to spikes in uptake of particular products. Our solution helps brands better understand and adapt to these fluctuating sales cycles.鈥�

麻豆原创.iO Hones Targeted CPG Product Design and Messaging

Della Maggiora and his team began working with experts across 麻豆原创 while participating in the data and analytics cohort. He saw alignment with 麻豆原创鈥檚 intelligent enterprise vision and expected Teamcore to deliver greater value by integrating with 麻豆原创 solutions in and . Teamcore is already integrated with .

鈥淲e鈥檝e learned so much from 麻豆原创鈥檚 consumer products and retail experts about how customers can generate value from our data when it鈥檚 integrated with their enterprise resource planning (ERP), financial, and supply chain systems,鈥� said Della Maggiora. 鈥淭hese insights have helped us in product design and crafting our messages for stronger market resonance on a global scale.鈥�

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That鈥檚 why I am so enthusiastic about from Nagarro ES, which uses advanced technology to help sales professionals plan their schedules down to the minute. Now available on , maiTour integrates with 麻豆原创 Sales Cloud to pair customer insights with intelligent tour planning and real-time geo-optimization.

Driving Efficiency in Tour and Call Planning

Oliver Mosick, senior sales manager for Nagarro ES, explained that the heart of maiTour is high-value customer relationships. 鈥淚n sales, you need to spend more of your time with high-value contacts than the ones who might have the best coffee,鈥� he commented.

He went on to explain that maiTour uses key metrics stored in 麻豆原创 Sales Cloud 鈥� classification and visit frequency, their commitments, planned activities, contact details, visit duration, and so on 鈥� to determine the importance of each customer. The solution incorporates appointments from a calendar in 麻豆原创 Sales Cloud and automatically selects which customers to visit and in what order. It geo-optimizes sales routes with both real-time and historical traffic information and adjusts planning periods and overnight stays automatically.

鈥淎nd to top it all off,鈥� Mosick noted, 鈥渕aiTour transfers all your visits and necessary details to your calendar with one click. The life of every field sales executive is instantly more manageable and productive. No more cut and paste from your CRM to Google Maps and fiddling around with your calendar to figure out the right time to leave from one customer to arrive at the next.鈥� He added that, by driving smarter, maiTour users have cut mileage by up to 15%.

Mapping Product Design for Future Customer Requirements

Like me, Mosick speaks from experience, having spent his career in sales. Now working directly with customers interested in improving sales processes with maiTour, 鈥渨e speak the same language,鈥� he observed. And customer input is inherent in the design. Dominik Girstenbrei, product manager for maiTour and a developer himself, works directly with customers to understand their requirements. He approaches product design from the customer鈥檚 perspective and thinks ahead to build in features they will need in the future. 鈥淲e are continuously improving with every new release, looking at new capabilities and working with the 麻豆原创 team on the product road map.鈥�

Clearly, integration with 麻豆原创 Sales Cloud is paramount. As a full-service IT provider for enterprise applications, Nagarro ES is a long-time 麻豆原创 partner. CX Services, a Nagarro ES business unit, specializes in developing innovative, best-of-breed software extensions and embedded solutions to complement 麻豆原创 IT landscapes, focusing primarily on add-ons for 麻豆原创 Sales Cloud and 麻豆原创 S/4HANA. In fact, Nagarro ES currently has six apps on 麻豆原创 Store.

That includes a new product, , that enhances the digital invoice-receipt workflow. That level of diversification, Mosick said, was instrumental in helping the company weather the pandemic, when sales opportunities for maiTour were interrupted with the sudden suspension of business travel.

Steering Business Through 麻豆原创 Store

鈥淚 see that more and more customers are coming to 麻豆原创 Store. The team is always helpful and has supported us in numerous customer activities,鈥� Mosick remarked. That goes both ways. 鈥淲e recently collaborated on a request for proposal from a major German beer brand, and actually, maiTour was the decision point.鈥�

Mosick鈥檚 advice for others considering publishing on 麻豆原创 Store? 鈥淕et in touch with the 麻豆原创 Store team! Or talk to us if you have an idea for enhancing end-to-end processes for the 麻豆原创 ecosystem. We are pushing innovation whenever we can. We are available to support startups and solution providers to develop and implement new and current solutions for the 麻豆原创 world.鈥�

Test drive or watch a demo right on 麻豆原创 Store.

Bill Rojas is senior director of Business Development and Partner Alliances for 麻豆原创 Digital Commerce.

鈥淏usinesses that understand their customers can ultimately improve how they engage with them and build relationships that last,鈥� said Sameer Patel, chief marketing and solution officer for 麻豆原创 Customer Experience. 鈥溌槎乖� Sales Cloud empowers organizations to deliver customer-centric processes that maximize sales by addressing customers鈥� needs at each stage of their purchase journey. With the integrated 麻豆原创 Customer Experience portfolio of cloud solutions, businesses can manage the complete customer experience to improve outcomes based on empathy and trust.鈥�

The 麻豆原创 Sales Cloud solution is part of the portfolio, which goes beyond traditional CRM solutions by bringing together customer data, experiential and operational data, and machine learning. 麻豆原创 Customer Experience offers organizations a complete platform to address all customer interactions using a common data model and functionality from commerce, marketing, sales and service to address their business needs.

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

Visit the . Follow 麻豆原创 on Twitter at .

Media Contact:
Susan Miller, +1 (610) 661-9225, susan.miller@sap.com, ET
麻豆原创 麻豆原创 Room; press@sap.com

*Gartner, Magic Quadrant for Sales Force Automation, Adnan Zijadic, Ilona Hansen, Melissa Hilbert, Steve Rietberg, 4 August 2021.
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. Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 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 麻豆原创’s future financial results are discussed more fully in 麻豆原创’s filings with the U.S. Securities and Exchange Commission (“SEC”), including 麻豆原创’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.
漏 2021 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

What is a CPQ system, exactly? Every sales interaction has a few distinct components; namely, the development of a set price for an item, any necessary adjustments, and then presentation to the customer.

This can be viewed, in a simple format, as the purchase of an ice cream cone on a hot day. A single scoop has a set price, and additions like toppings or extra scoops will adjust the price. In this example, it鈥檚 an easy — and delicious — transaction. But many sales processes, especially in the B2B setting, can become complicated very quickly, with variables like specific configurations, pricing changes, the combining of products and services, and multiple validation requirements across an organization.

This is where 麻豆原创 CPQ comes in. The sales configuration solution is designed to allow clients, sales teams, and partners to accurately and efficiently create proposals and configure, price, quote, and order complex products and solutions that deliver what the end client needs.

Nicole France, vice president and principle analyst at Constellation Research, recently did a deep dive into 麻豆原创 CPQ and presented results in an offering overview, 鈥溌槎乖� CPQ Transforms the Sales Process.鈥� The full paper, , first offers a brief overview of the inception of 麻豆原创 CPQ, noting that the solution capabilities were acquired as part of 麻豆原创鈥檚 purchase of CallidusCloud in 2018.

Part of the CallidusCloud acquisition, and since becoming part of the 麻豆原创 Customer Experience portfolio, 麻豆原创 CPQ has evolved to support direct sellers, channel or reseller partners, and commerce channels that enable customers to purchase directly online.

How does CPQ serve customers today? As France explains, 鈥溌槎乖� CPQ aims to solve several primary challenges. One is responding to demand from customers and distributors for self-service buying channels. Another is managing the increasing complexity of pricing, which can be as complex as product configuration. This is particularly true for combinations of products and services. In this scenario, configuring deals becomes more important than configuring products per se.鈥�

Notably, 麻豆原创 has built artificial intelligent (AI) capabilities into 麻豆原创 CPQ to help with both guided selling and deal analysis, and it integrates with a wide range of customer experience solutions both within 麻豆原创 and externally.

While CPQ systems have their origins in manufacturing, where deal sizing and configuring can become extremely complex, technology buyers from all industries are today recognizing the value in investing in CPQ. Notable applications for use include integrating distinct sales organizations after acquisitions and developing quotes in organizations where multiple sales units are involved, up to a point of 100% accuracy.

France notes, 鈥溌槎乖� CPQ streamlines, simplifies, and automates the administrative aspects of providing pricing quotes, proposals, and contract terms. Greater speed and accuracy benefit all parties: buyers, sellers, production, fulfillment, legal, and finance. 麻豆原创 CPQ has the added benefit of nesting within a broader set of related capabilities designed to facilitate the entire sales process.鈥�

She continues, 鈥淢any of 麻豆原创 CPQ鈥檚 customers manage extremely large portfolios of products and offerings. In some cases, those portfolios include products with millions of possible variations. For these types of customers, effective CPQ tools must be able to support both complex configurations and large deals that include many thousands of line items in a single quote鈥� 麻豆原创 CPQ allows coordination across all potential sales channels as well as the ability to manage separate options for each channel.鈥�

For customers that are embarking on a search for a new, or replacement CPQ system, France advises: 鈥淭he buying process may be a crucial element of customer experience, but it is only one element of building durable customer relationships. Because 麻豆原创 CPQ forms part of the overall 麻豆原创 Customer Experience portfolio, it lends itself to sparking change in other aspects of the customer experience as well, notably marketing and customer service. The insights generated by 麻豆原创 CPQ shape a different set of conversations between and among departments. Make the most of those discussions to extend customer-centric transformation.鈥�

. Learn more about the

Reza Soudagar is head of Product Marketing, Sales and Service Solutions at 麻豆原创.

Particularly with many still working from home, I cannot imagine what daily communication and collaboration would look like without Microsoft Teams 鈥� and I think this holds true for much of the business community in a lot of enterprises.

So it came as no surprise that when we announced our new RISE with 麻豆原创 offering, a highlight for many was Satya Nadella joining me to share his thoughts on how Microsoft and 麻豆原创 team up to lift collaboration to the next level. One aspect many of you were particularly interested in is how we will integrate 麻豆原创 solutions with Microsoft Teams, so let鈥檚 have a look at some examples.

Putting Collaboration into Business Context

For many companies around the world, remote selling has become a necessity for conducting business. To simplify remote sales processes and allow sales professionals to fully focus on their customer engagements, we will integrate 麻豆原创 Sales Cloud with Microsoft Teams. Users can easily set up meetings from the 麻豆原创 system without switching applications. During a customer call, all information will be accessible in Microsoft Teams via an embedded 麻豆原创 Sales Cloud application. Finally, all information, including meeting recording and notes, will get automatically synced back to 麻豆原创 Sales Cloud in real time. Check out this to get an idea of what this scenario will look like:

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All of us know how much easier business life is when you have everything you need at your fingertips. Thanks to integrating Microsoft Teams with 麻豆原创 S/4HANA through 麻豆原创 Conversational AI, end users can seamlessly get all business-relevant information and critical business insights instantly. Chatbots help them identify and reach out to business contacts directly. In a first instance, we will focus on one concrete business persona: the operational purchaser. Over time, we will develop chatbots for more use cases and make the content available to our customers through templates so they can adopt custom-specific adjustments that meet their conversational AI needs.

Many customers use 麻豆原创 Analytics Cloud in addition to Microsoft Teams for generating data-driven insights into their business. By bringing together 麻豆原创 Analytics Cloud and Microsoft Teams, we enable users to benefit from both augmented and smart capabilities of 麻豆原创 Analytics Cloud and Microsoft Teams鈥� strong collaboration capabilities. Combining the power, we will provide an integrated solution for reporting and planning access with direct utilization of enhanced collaboration functionalities from the daily business workflow.

Time to Explore

To simplify users鈥� collaboration processes and enhance workplace productivity, we are exploring many more integration scenarios. A lot of 麻豆原创 solutions could form a robust symbiosis with Microsoft Teams, and we will cover a wide range of use cases across lines of business 鈥� from procurement to recruiting, talent management, and learning to travel and expense management.

Take 麻豆原创 Business Network as an example: While it helps drive process efficiency through predefined messages, documents, and rules that can be shared and processed systematically, Microsoft Teams complements 麻豆原创 solutions through collaboration capabilities like online meetings, chats, and more. Together, the solutions would enable users to run business processes efficiently while being resilient to disruptions.

Or imagine you are a recruiter working with our human experience management (HXM) solutions, wanting to finalize a contract with a prospective hire. By integrating Microsoft Teams, you could extract the contract from your 麻豆原创 system, edit it in Microsoft Teams, trigger a call to confirm the changes with the prospect, and store the contract back in your 麻豆原创 system without changing applications.

As you can see, the opportunities are endless! The first integration scenarios are planned to go live throughout this year, with the integrations for 麻豆原创 Sales Cloud and 麻豆原创 S/4HANA to come in the second quarter, and others to follow suit. These will mainly focus on classic use cases, such as setting up Microsoft Teams meetings directly via the 麻豆原创 applications. Next are then even bolder steps as we plan to enable context-based collaboration through 麻豆原创 systems and Microsoft Teams. This will allow users to access all relevant information about their interaction in Microsoft Teams through their 麻豆原创 systems or vice versa, anywhere and anytime.

Ultimately, with this, we will step up the employee experience and enable smooth and frictionless interactions across all levels of enterprises and their environment.

Want to learn more? Check out “Microsoft and 麻豆原创: Expanding Our Partnership,” from Thomas Saueressig.

Christian Klein is CEO of 麻豆原创.
.

Efficient virtual collaboration has never been more important, and we want to provide our customers with solutions that help them cope with business disruptions. When done right, these can be powerful tools to increase workplace productivity, raise flexibility, and foster agility within and across organizations.

One key aspect to this is the integration of business software applications with business collaboration tools. Together with Microsoft, we want to better support end users in their daily work and bridge the gap between enterprise software and collaboration tools more effectively and efficiently. Our two companies combine the market-leading business software applications from 麻豆原创 with the market-leading business collaboration tools from Microsoft.

Together with Microsoft, we will drive joint innovation to integrate Microsoft Teams and 麻豆原创鈥檚 business software applications. By doing so, we aim to simplify processes, enable collaboration without switching applications, and guide users of the solutions intuitively. Ultimately, the integration scenarios can help to achieve enhanced workplace productivity by offering our customers significant value to work better together with their employees, customers, and partners鈥攁nywhere and anytime.

Bringing Together Microsoft Teams and 麻豆原创 Solutions

We are looking to expand the integration scenarios with Microsoft Teams and 麻豆原创 solutions in the following areas to:

• Effectively collaborate with business partners: Especially in the case of disruptions in business, fast communication with clients and partners is imperative. One of our first integration scenarios relates to 麻豆原创 S/4HANA and Microsoft Teams. With the solution alignment, customers will be able to identify their business partners easily and initiate contact directly from 麻豆原创 S/4HANA鈥攚ith no need to switch between applications or devices. This will help customers swiftly react to business situations based on real-time data and constant communication with relevant stakeholders.
• Simplify and modernize the remote sales experience: Today, remote selling has become an imperative for companies across the globe. Integrating 麻豆原创 Sales Cloud with Microsoft Teams simplifies the remote selling process and removes barriers to customer engagement through an embedded in-app integration of the two solutions. For example, without switching applications, customer calls can be initiated directly from the customer experience application鈥攈elping ensure transparency and consistency within customer relationship management (CRM) and saving time through user-friendly workflows.
• Foster collaboration and build learning communities: Organizations have realized the necessity of providing simple, intuitive, and engaging ways for employees to learn new skills, share knowledge, and stay informed鈥攁ll in a virtual environment. Bringing together 麻豆原创 SuccessFactors solutions and Microsoft Teams will support learning experiences that enable collaboration, social learning, and remote conferencing.

This news makes one characteristic of the two companies鈥� enduring alliance very clear: the ability and commitment to continually evolve to make our customers even more successful. Every time an end user works with 麻豆原创 solutions, there is an opportunity for real-time collaboration such as chats, conference calls, alerts, and so much more. It is exciting to see the opportunities for collaboration culture and frictionless enterprises that our partnership with Microsoft creates for our customers.

Accelerating Migration and Increasing Operational Efficiencies

In addition, 麻豆原创 and Microsoft are further simplifying and improving the experience for customers running 麻豆原创 S/4HANA on Microsoft Azure. Together, we will continue to make our customers鈥� migration from 麻豆原创 ERP to 麻豆原创 S/4HANA in the cloud simpler, while at the same time ensuring choice for customers that prefer multi-cloud environments in their enterprise IT landscapes.

This means that our customers will see more guidance from 麻豆原创 and Microsoft on the initial setup and architecture design of 麻豆原创 S/4HANA on Microsoft Azure.

We also plan to collaborate with Microsoft to enhance 麻豆原创 Cloud Appliance Library, a tool that makes it easier for users to quickly provision 麻豆原创 applications for immediate use in the cloud, and offer automated 麻豆原创 system installations for 麻豆原创 S/4HANA. Customers can also subscribe to 麻豆原创 Landscape Management Cloud, improving scalability and operation efforts, and benefit from an 麻豆原创 system-centered view of their Microsoft Azure landscape. Additionally, we are working on a more guided approach for customers to quickly deploy 麻豆原创 S/4HANA directly into Microsoft Azure. For better transparency within the transformation process, we will provide guidance on data migration tool usage for the transition of 麻豆原创 workloads from on premise to 麻豆原创 S/4HANA on Microsoft Azure.

Bringing Platform Services Closer Together

We will also continue to expand the global availability听of 麻豆原创 solutions on Microsoft Azure during 2021. Together, we will drive co-innovation between (麻豆原创 BTP) and Microsoft Azure services to deliver business outcomes to our customers. The range of capabilities includes event integration based on open standards, single sign-on and provisioning of users between Microsoft and 麻豆原创, secure network connectivity, and improved application development experience on 麻豆原创 BTP. My 麻豆原创 Executive Board colleague and our Chief Technology Officer Juergen Mueller will give more insight on the role of 麻豆原创 BTP in the upcoming days.

With our partnership, we bring together Microsoft Teams with 麻豆原创 solutions, accelerate migration and improve operational efficiencies, and bring platform services closer together. We are working on making these enhancements and integrations of 麻豆原创 solutions with Microsoft a reality for our customers soon. You can find the latest status of our joint work in , which we will update regularly.听 I look forward to more joint innovation to come.

The next generation of enterprise software is intelligent and integrated, networked, sustainable, and collaborative.

Thomas Saueressig is a member of the Executive Board of 麻豆原创 SE, Product Engineering.

Growing concerns over food safety and sustainable sourcing call for better transparency for businesses and consumers. Meanwhile, tariff and global trade tensions are driving uncertainty in the form of excess inventory, labor shortages, and high operational costs.

The entire food and beverage industry takes these challenges seriously. But Doehler is going even further. It is infusing innovation into its DNA with company-wide intelligence 鈥� all fueled by large-volume processing, full-scale visibility, expanded automation, and increased efficiency with at the core of its IT system.

Spicing Up Food-Ingredient Innovation with Next-Generation ERP

Since its start as a local, Germany-based spice mill in 1838, 听Doehler has steadily evolved as consumer needs change, new product opportunities emerge, and global markets open. And doing so has allowed it to become a global producer, marketer, and provider of natural ingredients, technology-driven ingredient systems, and integrated solutions for the food and beverage industry worldwide.

One of the pioneering and ground-breaking transformations in its history was the 1995 implementation of 麻豆原创 ERP. For the first time, the business gradually eliminated information silos and streamlined processes across procurement, manufacturing, service, sales, finance, and HR in all offices and plants worldwide. But after over 20 years of use, it became a highly specialized system with more than 33,000 custom objects.

Unfortunately, such a high degree of specialization can restrict a growing company. The more customized the enterprise resource planning (ERP) system became, the faster the gaps between old and new requirements widened. For an operation that uses more than 5,000 different raw materials and depends on the talents of 7,000 employees distributed across 45 production sites and 48 offices worldwide, the legacy system couldn鈥檛 keep up. The business was no longer able to respond to consumer demand with the level of precision, scale, and speed necessary to stay competitive.

Doehler鈥檚 IT leadership team knew that the business needed to bring data-driven intelligence to every area. This strategic focus led to the decision to capture data with 麻豆原创 S/4HANA, a next-generation ERP suite, and other innovative solutions.

Blending Intelligent Capabilities to Take Operations to the Next Level

Within six months, Doehler completed the initial conversion to 麻豆原创 S/4HANA. Then, it undertook two series of upgrades, the first completed in five months and the second in three months, without operational disruption. Thus, the business gained a highly integrated and connected that is being used across all processes and functions involved in sales and distribution, materials management, production, and quality management.

With the assistance of its key technology partner, 听Doehler can give its employees a better view of business operations, as well as a real-time platform for proactive and actionable decision-making. Together, the business is delivering a vision that includes the use of innovative solutions and embedded intelligence integrated with 麻豆原创 S/4HANA to address areas such as cashflow management and transportation logistics.

Also, it has gained holistic visibility into its partners and optimized assets. For example, 听Doehler incorporated intelligent data models to support operations, which include 16 plants and more than 3,500 users. These models are enabled by capabilities such as and , which are integrated with 麻豆原创 S/4HANA.

麻豆原创 S/4HANA supports these tactics by enabling four fundamental capabilities:

1. An aggregated view of consumers

By integrating the 麻豆原创 Customer Experience portfolio with 麻豆原创 S/4HANA, operations can aggregate profiling data into a single 鈥済olden record,鈥� which significantly improves data quality. Essentially, the integration allows for more effective customer segmentation to target marketing campaigns, resulting in more effective campaigns overall. Plus, marketing and sales teams can tap into an internal, consumer-like view of product performance and customer feedback by market segments and access a 360-degree view of customers, available any time and through any mobile device.

2. Fast analysis and simulation of complex sales decisions

Doehler also integrated the for structural pricing. Doing so allows the business to manage all process steps, from contract initiation to pricing and pricing analysis. The application provides pricing management, action management, as well as pricing and reporting functionality 鈥� all working in tandem with 麻豆原创 Sales Cloud throughout the quotation process.

3. Full supply chain traceability from the farm to the consumer鈥檚 table

The company can prove that a product is kosher or halal with evidence that the machine used to make it is clean and compliant. Plus, 听Doehler plans to work more collaboratively with suppliers, manufacturing locations, and retailers with .

4. Automated cash management to build a more strategic finance organization

Integrating with 麻豆原创 S/4HANA has automated specific functions for 听Doehler鈥檚 finance team that, at present, supports seven of its companies. Up and running in four weeks, the application鈥檚 machine learning capabilities, for example, allow accounts receivable specialists to step away from repetitive activities and discussions to focus more on strategic responsibilities. The data model is retrained every three months to calibrate the algorithm with new business rules that reflect the changing needs of the function.

Combining Inspiration, Perseverance, and a Unique Core of Intelligent Technologies

With 麻豆原创 S/4HANA, Doehler is well on its way to achieving its vision of becoming a digital leader in the food and beverage industry. The percentage of invoices processed automatically has increased by 20 percent to date, and its ability to pivot operations to address continuously shifting consumer demand is more efficient than ever before.

More importantly, Doehler is expanding revenue sources as it develops new capabilities that can become service offerings, such as for customers. The inclusion of and a enabled by 麻豆原创 S/4HANA will help ensure that the entire business network accesses the data necessary to help people make the best decisions quickly and take action at the right moment.

But no matter how it evolves, Doehler鈥檚 future depends on the implementation of intelligent technologies, which pull together the information it needs to better understand the market it serves. It is through this level of intelligence that the business can proactively take on opportunities that bring new revenue streams and allow it to serve its customers better today and for years to come.

.

Harald Muley is head of Corporate Functions IT at Doehler.

麻豆原创 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, 麻豆原创 was recognized for completeness of vision and ability to execute.

鈥淚n today鈥檚 competitive marketplace, there is no second chance at securing a deal 鈥� customers have freedom and options to look elsewhere if their needs aren鈥檛 being met,鈥� said Paula Hansen, chief revenue officer of 麻豆原创 Customer Experience. 鈥淲ith 麻豆原创 Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.鈥�

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

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

Visit the . Follow 麻豆原创 on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
麻豆原创 麻豆原创 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鈥檚 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 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 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 麻豆原创’s future financial results are discussed more fully in 麻豆原创’s filings with the U.S. Securities and Exchange Commission (“SEC”), including 麻豆原创’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.
漏 2020 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.