Building business with CEM

Building Business with CEMChantale Baptiste

Solution Architect

Customer Engagement Management

Customer Relationship Management

Mobile apps & Social Media

RealtimeAnalytics

Customer Relationship Management

Call C

ente

rs

Analy

tics

Social media refers to

interaction among people in

which they create, share,

and/or exchange information

and ideas in virtual

communities and networks.

Mobile Apps & Social Media Integration

Real time Analytics

• Transactional Data

• Customer Interactions

• Sentiment Analytics

• Social Interaction Analytics

• Channel Analytics

• Predictive Modeling

• Text Analytics

Workplace Application

• Higher Ed

• Call Center

• Retail

• HCM

• And More…

Revolutionizing Marketing, Sales & Service Models

Social networks Mobile Marketing

Instant Marketing

Internet Sales

EngageCustomer Promotion

Higher Ed Application

• Recruitment

• Student Management

• Alumni Donation Management

Omnichannel Customer Engagement Center

76%of service agents are able to efficiently resolve customer issues.

88%of customers have been influenced by online customer reviews when making buying decisions.

Retail

• Marketing

• POS Offers

• Proximity offers

• Mobile Apps

• Realtime Analytics

• Personalized Experience

Human Capital Management

• Recruiting

• Reference Check

• Managing immediate concerns

• Enterprise Social Networking

• For HR, learning, and knowledge management

• Social or blended learning

• Social onboarding

• Collaborative performance and goal management

Leading Technology

• CRM

• HANA

• Success Factors - JAMS

• Multiple Platforms (mobile/on premise /cloud)

• Fiori / Agentry (Mobile Apps)

• Text & Sentiment Analysis

• Predictive Modeling

• SAP Cloud for Social Engagement

• SAP Social Media Analytics by NetBase

Integrate into CRM/ERP

• Make Real-time decisions on Marketing, Sales and Service

Operations

• Identify current campaigns and promotions

• Identify location based promotions

• Suggest/recommend new promotion

• Identify customer details

• Geographic details

• Sentiment details

• Social media links/accounts

• Promote the campaigns one-on-one

• Direct communication with the customer on Social media

Key Benefits

• 15% to 20% increase in Productivity

• Bigger and enlarged presence on

Social Media

• Direct integration into business

systems including ERP, CRM, Mobility

• Real time data and reporting

• Adapt and Optimize internal

Business processes to include Social

Sales and Marketing

Time to Engage Your Customers

• The right insight at the right time

• The right interaction every time

• The channels your customers want

• Rich mobile apps

• Solutions integrated with your enterprise

Questions

?

Contact Information

Chantale Baptiste

Solution Architect

646-875-8236

[email protected]