Real-time data availability is essential to
providing the customer experience people expect today
available for SAP integration has advanced considerably in the last 10 years.
The widespread availability of smartphones and the arrival of cloud-based
computing has made the customer experience more challenging for companies.
Customers expect fast responses to inquiries and requests for quotes. Companies
with outdated or slow technology aren’t able to meet those demands and lose the
edge when it comes to selling to these customers.
Real-time visibility guarantees the most
Customers are used
to accessing the information they want at a moment’s notice. Whether it is
checking the price of your product against a competitor’s by scanning a bar
code or looking up the address to the nearest Starbucks, customers have more
access to data than ever before.
businesses have a lag from when the data populates through the system until it
updates product inventories, customer contact information, and more. That
information gap can be the difference between an unsatisfied customer and a
loyal brand enthusiast.
Having the most accurate information on inventory,
product location, and order history does not only benefit the employee but the
customer as well. How do you connect with customers who have these
expectations? Use real-time SAP integration to give sales and support
representatives the power they need to keep up with the increasing demands of
Faster service is
one way to improve the customer experience, but it isn’t the only way. Here are
10 more ways you can improve the customer experience with SAP integration:
1. Provide easy access to order history
Have you lost a
receipt recently? It happens all the time and can be infuriating if you need to
return a defective product or provide proof of purchase to contact technical
support. If the store requires a hard copy of a receipt to resolve a problem
and you don’t have it, it immediately becomes a negative customer experience.
Many times, it takes businesses forever — often getting a manager involved —
just to look up a receipt to provide proof of purchase. Or the system has been
purged of sales data from a transaction made long ago.
But what if the
store could bring up your entire order history with a few keystrokes and
provide you with that missing receipt? Or better yet, allow that customer to
look up that information for themselves?
2. Deliver self-service options
always want to speak to a live person to get information:
- According to the Harvard Business Review, 81% of customers across all industries attempt to take care of matters themselves before reaching out to a live representative.
- 75% of customers in a recent Zendesk survey said that “self-service is a convenient way to address customer issues.”
- And 67% of respondents prefer self-service over speaking to a company representative.
Having a robust self-service system, powered by a real-time SAP integration solution such as enosix Transact, can provide the customer with up-to-date information immediately after a transaction occurs.
3. Support mobile devices
Insider Intelligence estimates that total “m-commerce” sales will reach $284 billion, or 45% of the total U.S. e-commerce market by the end of 2020. The days of online shopping strictly happening from behind the screens of desktop computers are over. Brands, especially eCommerce sites, must be configured for mobile devices.
According to Google, 40% of mobile customers went to a competitor’s website after an unsatisfactory mobile Web experience, and 57% of users would not recommend a business with a bad mobile website. Improving the customer experience must include a plan to configure your SAP-to-frontend integration to support the mobile experience.
4. Deliver seamless transition from sales
We all know that
information is power, and immediate access to the most up-to-date customer
information assures that you always have what you need to address customer
issues. This means that a customer service team member can easily access
real-time data and provide correct answers because they have all of the
information for that customer at their fingertips — even — if the call occurs a
couple of hours or even minutes after the sale.
5. Shorten wait times and resolution times
Nothing destroys a
customer’s experience faster than the inability to get an actual person on the
phone to answer a question. Real-time SAP integration assures that the customer
service representative has the latest information and documentation on an
issue, even if the call was accidentally disconnected.
There is no need
for the customer to wait for the person who was helping them before because all
the data captured on the earlier call is right there in front of the new rep so
they can continue resolving the problem seamlessly. Real-time data integration means
that both the wait times for service and the time to resolve a problem are
For example, when Carhartt, the well-known durable workwear company, partnered with enosix to improve customer service calls, the results were:
- 25% faster resolution
time on calls
- 50% increase in
first-time customer service call resolutions
6. Offer a live chat option
Part of the positive customer experience is fast response and resolution times, and according to HubSpot, customers expect to get a response from customer support within 10 minutes.
7. Communicate over numerous channels
communication channel meets the needs of all your customers. You need to
provide many options for your customers to resolve issues if you want to
provide the best customer experience. This may include email, phone support,
live chat, social media messaging systems, and more. The more options you
provide, the greater the number of customers you will keep happy.
8. Connect with customers via social media
social media and may use it to promote or pan the goods and services of your
business. What better way to show customers that you care than by having rapid
interactions with them via social media?
problems, generating sales leads, and answering questions are just a few of the
ways a real-time social media presence will benefit your business. For
customers, your SAP integration makes the buying experience even better.
Imagine the loyalty you will receive if you answer a customer’s question using
Facebook Messenger or thank them for a positive Google or Yelp review. Don’t
overlook social media as a serious option for engaging with customers online.
9. Get accurate quotes out faster
One of the biggest hassles for both sales teams and customers is the amount of time it takes to generate a sales quote. Most company quote processes involve complex interactions between multiple systems before the salesperson can provide an accurate quote, and this takes time — sometimes a lot of it. For example, enosix replaced a costly quoting system for Verso, a leading North American paper company, with a Salesforce-integrated solution that reduced the quote publication time by 98%.
10. Create a customer-focused business
SAP integration is
just the start to improve the customer experience. Business leaders must
communicate the importance of delivering superior customer service all the time
to maintain an edge over their competition. Implementing new tools and systems
is a great approach, but it means nothing if your employees don’t buy in to the
need for superior customer service in every interaction.
Are you ready to improve the customer
experience with dynamic real-time SAP integration?
Then reach out to us here at enosix. We are a recognized leader in providing integration solutions between front-end platforms like Salesforce and SAP ERP systems. Request a demo, reach out to us via our simple online contact form, or give us a call at 844 436-6749 today to see how we can put an enosix solution in place for you.