Two strong partners for your customer satisfaction
Your expert for questions
Dr. Rüdiger Göbel
Partner, SAP Customer Experience Consulting at PwC Germany
Email
Today's customers expect a personalised customer journey that is consistent across all channels. Traditional customer relationship management (CRM) is no longer enough. To strengthen existing customer relationships and expand your customer base, you need to implement a CRM system that enables intelligent, integrated interactions and a real-time customer journey.
To turn your CRM transformation into a real competitive advantage, you need the right technology, a unified platform and a clear vision. This is exactly where we step in. We analyse your processes, advise you on the right CRM technology and tailor it to the needs of your individual customer experience. As your partner, we share our best practice expertise with you and accompany you from the company-wide, holistic introduction of a CRM system to area-specific modernisations and the development of individual solutions for your requirements.
Migrate from SAP CS to S/4HANA Service – for streamlined customer processes and smooth operations.
Benefit from reduced interfaces, seamlessly linked business processes, and PwC's profound experience of the middle market and SAP.
Discover how best practices and intelligent automation can transform your customer service.
Create a motivating working environment for your employees with cloud-based service management.
From end of maintenance to competitive advantage: Transform your CRM processes with SAP CX and S/4HANA.
Discover your new marketing solution for sustainable engagement and loyalty.
Finally putting an end to silos: When marketing, sales and service work together seamlessly and areas such as commerce, IT and data management are closely interlinked, the result is more than the sum of the individual solutions. Intelligent customer data platforms offer a 360° view of your target groups, while artificial intelligence derives concrete recommendations for tailor-made campaigns and services from behavioural data. Modern self-service portals and automated processes take the pressure off your teams and shorten the path from initial idea to order development. SAP technology organises fragmented system landscapes into an integrated platform. Data at a glance, compliance requirements under control and innovative solutions? All of this forms the basis for responding more quickly to market changes, creating individual customer experiences and ensuring sustainable growth.
Transformation in sales is now crucial, as sales is facing a paradigm shift: AI, automation and data-driven decisions are the keys to remaining successful in a dynamic market environment. But technology alone is not enough.
PwC combines SAP Sales Cloud and SAP Configure Price Quote (CPQ) – part of the SAP Customer Experience portfolio – as well as SAP Incentive Management and S/4HANA Sales Force Support with in-depth industry expertise, best practices and a holistic approach to transformation.
Especially in saturated markets, maintaining and strengthening existing customer relationships is essential for a company's sustainable revenue. Outstanding service plays a key role in this. However, this requires a holistic service approach across all channels. To deliver a compelling customer experience, your services must above all be flexible and intelligently structured in order to retain customers in the long term.
PwC creates added value for your business with the optimal combination of the SAP service portfolio – SAP Service Cloud, SAP Field Service Management (FSM), SAP S/4HANA Service and SAP Enterprise Service Management (ESM).
Marketing today faces major challenges: customers in the B2C and B2B sectors expect highly personalised content that is delivered at the right time via the appropriate channel. At the same time, complexity is increasing: more touchpoints, more data sources and higher speeds. Traditional campaign approaches quickly reach their limits here.
PwC supports companies in overcoming this challenge with a strategic, AI-supported marketing approach based on SAP Emarsys, SAP Engagement Cloud, SAP Customer Identity and Access Management (SAP CIAM), SAP Customer Data Platform (SAP CDP) and SAP Customer Loyalty.
PwC also supports you with additional enablers from the SAP portfolio, which, combined with in-depth industry expertise, best practices and a holistic transformation approach, complete your digital vision.
These include the SAP Integration Suite and the SAP Business Technology Platform, as well as SAP Business AI, the SAP CX AI Toolkit and embedded and premium AI features of the individual solutions.
We implement SAP Customer Experience projects from a single source. Our global network always finds the right solution for your technology and management challenges. With our BXT approach, we create real added value, enhance the user experience and put innovation into practice. We offer your users change management and agile methods so that they can quickly understand and confidently use new systems.
