SAP has introduced of a new suite of CRM applications, SAP® C/4HANA, to help businesses serve and retain customers. SAP also announced the SAP HANA® Data Management Suite, a comprehensive data management solution that enables companies to turn data sprawl into business value, according to SAP.
SAP C/4HANA is an integrated offering designed to modernize the sales-only focus of legacy CRM solutions. Following the completed acquisitions of market leaders Hybris, Gigya and CallidusCloud, SAP now ties together solutions to support all front-office functions, such as consumer data protection, marketing, commerce, sales and customer service.
The new SAP C/4HANA suite will offer full integration with SAP’s business applications portfolio, led by its ERP suite, SAP S/4HANA®. The combination of assets features new machine learning capabilities from SAP Leonardo, a set of intelligent technologies the company introduced last year, as well as the new SAP HANA Data Management Suite, which enables companies to gain visibility and control of their highly distributed data. The company’s overall strategy, focused on helping businesses run as intelligent enterprises, highlights the demand for a balanced approach to automation in the workplace.
Expanding its customer service solutions offerings, SAP also announced it has acquired Switzerland-based Coresystems AG to improve field-service customer experience, especially in the manufacturing, energy, high-tech and telecommunications industries. Coresystems’ platform service provides real-time scheduling for customer-service requests and uses artificial intelligence-powered crowd-service technology. This broadens the service technician pool to include company employees, freelancers and industry partners to assign the best-qualified technician to each call by taking into account expertise, location and availability of the individual service expert.
These announcements come on the heels of Europe’s new General Data Protection Regulation (GDPR), which took effect on May 25. The massive regulatory change has caused businesses to take a critical look at their legacy CRM investments.