Customers expect each interaction to feel relevant and connected. SAP Customer Experience brings sales, service, commerce, engagement and customer data together to help organisations respond with the right information at the right time.
Birchman helps organisations turn SAP CX technology into practical business value. We combine SAP expertise with business process knowledge, integration skills and hands-on delivery across strategy, implementation, optimisation and support.
SAP Customer Experience is a portfolio of cloud solutions covering sales, service, commerce, customer engagement and customer data. It connects customer interactions with the operational processes and information across your wider SAP landscape. This provides teams a clearer customer view and reduces the gaps between customer promises and business delivery.
Provides sales teams clearer visibility of leads, opportunities and customer activity so they can focus on the right priorities.
Connect service channels, cases and knowledge so teams can respond efficiently and with the right customer context.
Create B2B and B2C commerce experiences connected to products, pricing, orders and fulfilment.
(Formerly SAP Emarsys) Use customer insight, automation and AI to deliver more relevant communications across channels.
Connect customer identity, consent and profile information to support personalisation while maintaining trust.
Provide sellers with relevant customer insight and clearer visibility across the sales process.
Give service teams the information needed to resolve enquiries efficiently across channels.v
Make it easier for customers to research, purchase and manage products and services online.
Use trusted insight to shape communications around customer needs and behaviour.
Create a reliable customer view that supports informed decisions across the business.
Most customer experience challenges are not caused by a lack of technology. They are caused by disconnected processes, incomplete information and handovers that do not work as they should.
SAP CX helps connect the customer journey with the business processes behind it. Teams spend less time searching for information and customers receive a more consistent experience. The result is stronger sales performance, more effective service and clearer returns from your SAP investment.
Bring sales, service, commerce and engagement together around the needs of the customer.
Link SAP CX with SAP S/4HANA, SAP Business Technology Platform and other business systems.
Make reliable identity, consent and profile information available wherever customer decisions are made.v
Apply automation and AI where they can reduce manual work, support decisions and produce a clear business outcome.
It happens more often than many organisations admit. Software is purchased, priorities change and implementation plans lose momentum. Birchman can assess your licences, business priorities, processes and technical landscape. We then define a practical roadmap focused on the capabilities that will deliver the clearest value.
Define clear priorities and a practical roadmap based on your customer needs, business goals and existing SAP landscape.
Plan and deliver SAP CX solutions with clear governance, realistic timescales and a firm focus on business outcomes.
Connect SAP CX with SAP and non-SAP applications to support joined up customer journeys and business processes.
Prepare, migrate and connect the customer data teams need to work effectively and make informed decisions.
Review existing SAP CX solutions, address adoption issues and introduce capabilities that respond to changing business needs.
Help teams adopt new ways of working through practical training, change support and ongoing managed services.
Define governance, permissions, monitoring and accountability for AI assisted and autonomous actions so adoption remains transparent, controlled and auditable.
Prepare teams for new ways of working, clarify how responsibilities change and track whether adopted capabilities are delivering the intended operational and business outcomes.
Whether you are planning a new SAP CX programme, reviewing an existing solution or making use of licences you already own, Birchman can help define the right next step whenever you are ready.
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