Understand the New Features of SAP C/4HANA Customer Engagement Centre
Updated: Oct 12
For SAP customers looking for a customer service solution, the arrival of SAP C/4HANA Customer Engagement Centre will deliver your organization a brand new dimension in customer engagement.
SAP C/4HANA Customer Engagement Centre is designed to provide a centralised environment from which customer service representatives can support customers
Customer Engagement with Ease
"Start Small. Think Big. Act Now."
What is it?
This is SAP’s first cloud based solution designed specifically for customer contact centers that has the ability to be scaled to high contact volumes. The size of a customer service team can vary immensely, from a small team of 5-10 customer service representatives to a national call center operation with 1000+ people. Customer service roles can also vary, with many organizations structuring their teams around different channels, activities, or skill sets, such as General Enquiries, Billing Enquiries and Social Media. But in common there is a need to provide customer service and support consistently across multiple channels and with the right context. To do this users you need to be able to:
Deal with multiple channels (e.g. social, phone, email, online) in a consistent way
Easily and quickly see relevant customer information
Have key information and functions all in one place
Quickly process a customer request from a queue
Work on several processes and requests at the same time
SAP C/4HANA Customer Engagement Centre is designed to provide a centralized environment from which customer service representatives can support customers. Key capabilities include:
Service representatives can work on several business processes and communication requests simultaneously, within one browser window
An “Engagement Context” to keep the service representative informed. A dedicated engagement context is created for each incoming communication
Service Tickets and Interaction Log/History
Email Response Management
Pre delivered reports
Improve Your Customer’s Journey
SAP is positioning SAP C/4HANA Customer Engagement Centre as a standalone solution to provide customer support for “low touch” customer contacts such as a product or shipment date query. In particular SAP are emphasizing the potential value of the solution to support the pre purchase and buying stages of a customer journey. Increasing the resolution of these types of requests will improve buying propensity and customer satisfaction.
SAP C/4HANA Customer Engagement Centre is also designed to be integrated with other complementary SAP solutions to cater for post purchase and other “high touch” customer service scenarios, for example a product repair requests or taking a sales order, which require more time and process steps to fulfill. Integration to SAP C/4HANA will support the end to end service process, from the initial request to resolution, including field service scheduling, visit management and spare parts management where required. Integration to SAP ERP or SAP C/4HANA Commerce Cloud storefront will support taking a sales order.
Communication handling and routing
Like other customer management solutions, SAP C/4HANA Customer Engagement Centre provides the system of record and organizational process layer. If integrated communications handling and routing across voice, chat, email and video are required then you will also need a multi channel communications solution.
Many organizations will already have a chosen communications solution provider in place, but it is worth noting that SAP C/4HANA Customer Engagement Centre is delivered with standard integration to SAP Contact Centre, which is SAP’s IP based multi channel communications solution for inbound and outbound customer contact handling and routing.
There’s also standard integration for service representatives to interact with customers on SAP JAM Communities, a cloud based solution that provides a collaborative environment to customers for peer reviews, product recommendations and questions and answers.
What standard integration is there to other SAP solutions?
Currently SAP provides the following standard integration with SAP C/4HANA Customer Engagement Centre:
Integration with SAP ERP
Customer
Material
Pricing
Sales Order
Integration to SAP C/4HANA Commerce Cloud storefront
Customers contact using video or text chat
Sales Order
Integration to SAP Contact Centre for Web Real Time Communication Video (WebRTC), Text Chat and Voice (phone)
Integration to SAP Jam communities.
Should I be interested?
If you are a SAP customer looking for a customer service solution then SAP C/4HANA Service Engagement Centre should be the top on your list of options to review, especially if you are looking to improve customer support for online sales. The solution offering is extensive and creates a fully fledged customer engagement solution. SAPDAY is the most experienced SAP C/4HANA or Cloud for Customer consulting organization in the World.
Want to know more?
Contact us to find out more on how SAPDAY can transform your customers' experience with you.
About the author
Soshi Watanabe
SAP C/4HANA CX & Fiori Expert
SAPDAY Melbourne, Australia
email: soshiwatanabe@sapday.com
