What Is SAP CX?
SAP CX Briefly Explained
- Platform for managing and using customer data
- Coverage of the entire customer journey – from marketing to service
- Integration into the SAP ecosystem (e.g. SAP S/4HANA)
- Modular structure with specialised solutions
SAP CX (short for SAP Customer Experience) comprises various cloud software solutions that enable you to provide customers with outstanding digital experiences. This portfolio includes systems for digital commerce, sales, service and customer engagement.
Although the individual tools can be used separately, they are ideally deployed in an interconnected set-up. This allows you to integrate all customer-related processes and systematically capture, consolidate and analyse valuable data across your business, leveraging it for targeted customer communication, interactions and transactions.
SAP CX Solutions at a Glance
SAP CX: Benefits
Connect every touchpoint along the customer journey and ensure that marketing, sales and service share a common data foundation.
Leverage behavioural and profile data to engage your target audiences effectively and provide customers with personalised content across all channels.
Grow step by step with a modular set-up, add new channels or business models and ensure that your architecture can evolve with your business.
Bring together data from marketing, sales, service and commerce in one comprehensive directory, creating transparency instead of silos.
Automating recurring tasks in SAP takes the pressure off your teams and enables a stronger focus on customers' needs.
Establish seamless workflows across all channels and systems and connect individual tools smoothly via SAP Integration Suite.
SAP CX: Features
- Provision of B2B and B2C online shops
- Product and catalogue management
- Pricing and quoting logic for complex scenarios
- Integration with enterprise resource planning systems such as SAP S/4HANA
- Audience segmentation based on behavioural and profile data
- Automated campaigns across multiple channels
- Real-time campaign performance analysis
- Support regarding scenarios such as lead nurturing
- Management of leads, opportunities and accounts
- Support for field service employees through mobile solutions
- Transparent pipeline and forecasting data
- Integration of commerce and marketing information
- Ticket and case management across multiple channels
- Self-service and knowledge base scenarios
- Support regarding field service processes
- Unified view of service histories
- Management of customer profiles and consents
- Consolidation of identities from different channels
- Support regarding compliance with data protection requirements
- Connection to SAP S/4HANA and other back-end systems
- Integration of third-party applications and existing platforms
- Options for extending standard functionality
Why dotSource Is the Right SAP CX Partner for You
- B2B and B2C Expertise: Draw on tried-and-tested best practices from complex scenarios with advanced business logic.
- Experience Design: Deliver consistent, intutitive experiences across all digital touchpoints.
- Scalable Architectures: Build on solutions that grow with your business and can be flexibly adapted to new requirements.
- Long-Term Partnership: Receive ongoing support regarding operations, optimisation and training of your teams.
- Holistic SAP CX Strategy: Gain a clear roadmap for your customer relationships – aligned with your business models and processes.
- End-to-End Support: Benefit from consulting, concept creation, implementation and ongoing optimisation from one source.
- Measurable Impact: Increase revenue, efficiency and customer satisfaction through data-driven optimisation.
- Seamless Integration: Connect additional commerce, sales, service and marketing solutions smoothly into your existing system landscape.
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FAQ – Frequently Asked Questions About SAP CX
How does SAP CX ensure data protection?
To safeguard your business and customer data, SAP CX offers a wide range of security features. These include encrypted data transfers, two-factor authentication and granular role and permission management. This is particularly important for companies that want to create personalised customer experiences without sacrificing security. SAP CX is compliant with the GDPR and meets additional international compliance standards.
Which companies is SAP CX suitable for?
SAP CX is ideal for companies looking to improve customer experience in a holistic way and manage customer relationships based on data. The solution is particularly valuable when marketing, sales, commerce and service need to be more closely connected to deliver consistent and personalised experiences along the customer journey. The suite is designed for use across all industries and is trusted by major players in retail, financial services, manufacturing and telecommunications.
Is SAP CX scalable?
Yes. Thanks to modern cloud infrastructure, SAP CX solutions can easily keep pace with your growth. Whether you enter new markets, deal with rising user numbers or handle seasonal peaks: They automatically adapt to the situation at hand. Resources such as server capacity and data traffic are scaled on demand, ensuring that performance and availability remain stable – even under heavy load. As a result, you benefit from a future-proof platform without having to invest in additional hardware.
How do you integrate SAP CX into your existing system landscape?
SAP CX can be seamlessly integrated into your existing system landscape and plays to its strengths when different applications, data sources and processes need to be connected. To achieve this, SAP CX uses SAP Business Technology Platform as the technological foundation for integration, extension and data management.
With SAP Integration Suite, you can efficiently connect SAP CX solutions, other SAP systems and third-party applicatons – in both cloud and on-premises environments. This creates the basis for end-to-end data flows and enables personalised services, content and customer experiences across all touchpoints.