1 SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center
2 Create a better retail experience across multiple channels Create a better retail experience across multiple channels For many retailers, the customer contact center is often an overlooked sales channel one that can have a dramatic impact on the experience a customer has with your brand. Streamlining contact center operations and gaining better visibility across customer touch points can help you create customer experiences that drive sales and enhance loyalty. If a customer asks the same question to your associates through , chat, phone, and fax, will he or she get the same answer? How satisfied will the customer be after receiving different answers? Ensuring a consistent and positive customer experience is a must in today s competitive retail environment. SAP Contact Center software can help you improve consistency and enhance service across all modes of communication. The software solution helps retailers manage multichannel contact centers to optimize connections with customers across phone, text, fax, , and chat for both inbound and outbound communications. As a Webbased solution, the software can be deployed over multiple locations with minimal hardware investment. By consolidating customer service processes on a single communications platform, SAP Contact Center helps you become more responsive to customer needs while lowering costs. 2 / 7
3 Consolidate customer service processes on a single platform Consolidate customer service processes on a single platform Provide order status updates and enhance service Maximize the value of loyalty rewards programs Operating disconnected systems to manage communications can limit visibility across customer touch points and slow response times. Contact center agents have to toggle between systems to address inquiries that arrive via , chat, or phone. This issue is often magnified when retailers outsource contact center operations to third parties, but this doesn t have to be the case. SAP Contact Center brings all of these systems together on one Web-based communications platform. The solution enables you to manage geographically dispersed contact centers, including third-party operations, as one virtual contact center. This consolidation facilitates unparalleled collaboration between your best resources and provides better visibility across communication channels and contact center locations. Intelligent routing of inbound communications helps to ensure that the best-skilled and available representatives address customer inquiries. Since the solution is natively integrated with the SAP Customer Relationship Management (SAP CRM) application, you can embed communications processes into customer service processes. For example, as an agent receives a call, their computer screen is automatically populated with the customer s order information and interaction history to help reduce time to resolution and improve service. 3 / 7
4 Provide order status updates and enhance service Consolidate customer service processes on a single platform Provide order status updates and enhance service Maximize the value of loyalty rewards programs Customers prefer to buy from retailers who keep them informed. They want to know the status of their orders and want this information readily available. SAP Contact Center, together with other SAP solutions, supports the delivery of automatic order status updates according to your customers preferred form of contact and self-service access to order information. Your agents won t have to field as many inbound queries, so they can focus on more complex tasks as well as up-selling and cross-selling. Regardless of the size or location of your contact centers, SAP Contact Center can help you optimize performance so you can serve customers better. You can use the software as a stand-alone solution or integrate it with other business applications to streamline the processes that best support your business. Informed customers are happier customers. Provide order status notification and self-service information so your customers are happier and buy more. 4 / 7
5 Maximize the value of loyalty rewards programs Consolidate customer service processes on a single platform Provide order status updates and enhance service Maximize the value of loyalty rewards programs Loyalty programs can help attract and retain customers, creating a win-win scenario for both you and your consumer base. Your customers are rewarded for their patronage, and you re rewarded with repeat business. To maximize customer participation in loyalty programs, processes for enrolling and managing rewards must be convenient and intuitive. With SAP Contact Center, you can set up loyalty programs that offer customers: Self-services Registration either online or on the phone through interactive voice response technology Online management of loyalty balances Notification of special promotions, discounts, and incentives over each customer s preferred channel of communication Self-service access and automated loyaltyprogram communications reduce inbound call volume, helping you control the operational cost of running loyalty programs. Make shopping with your company a rewarding experience. Create loyalty programs that excite your customers and boost your bottom line. 5 / 7
6 Enhance sales and service through better communication Enhance sales and service through better communication With SAP Contact Center, you can consolidate communications processes on a single platform. The solution can be deployed over multiple locations with minimal hardware investment to control costs and provide better visibility across your channels of communication. Whether your contact center is internal or outsourced to a third party, you can maintain a single dialogue with customers to create a better and more consistent customer experience. Your agents can work more effectively to reduce time to resolution and improve customer satisfaction. The solution helps you build long-term relationships and encourages future sales by supporting customer notification services that keep customers informed and connected with your business. Loyalty programs provide incentives to encourage customers to buy more products more often. Notifications and customer self-services also help reduce the number of routine customer inquiries that your reps need to address, so they can focus on maximizing sales. Provide exceptional service, foster customer loyalty, and stay ahead of the competition with SAP Contact Center. 6 / 7
7 Objectives Summary SAP Contact Center software is an advanced communications solution for multichannel, inbound contact centers and outbound marketing. The solution enables a more consistent customer experience across phone, text, fax, , and chat communications. Retailers can use the solution to connect more effectively with customers to increase customer loyalty, enhance service, and maximize sales while reducing communications costs. Objectives Create a consistent customer experience across communication channels Provide customers with updates on order status Enable loyalty programs to enhance the customer experience and maximize sales Multichannel management of inbound and outbound communications Notifications and customer self-service access to order status information Loyalty-program management and self-service access to member account information Improved customer service to help increase loyalty, improve sales, and reduce call-handling time Increased customer satisfaction by keeping customers informed of order status and loyalty-program information Boosted productivity by working in a single solution and enabling agents to focus on value-added tasks Learn more To learn more, call your SAP representative today or visit us online at 7 / 7 Studio SAP 26640enUS (14/05)
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