SAP Customer Experience – We bring brand, SAP and commerce together

We are your experts for SAP Customer Experience (SAP CX)

  • Long-term customer retention across all channels
  • Automatic address in real time
  • Consistent and relevant omnichannel customer experience

Nowadays, (prospective) customers use numerous channels to get to know the products or services of specific companies and are therefore better informed than some years ago. This has a long-term effect on purchase decisions (when and how) and on the customer retention of long-time customers. Whenever prices, services or other aspects are no longer favorable enough, customers might ‘drift away’. This complicates customer retention and is of great concern to the marketing, SD and service departments. In order to remain competitive, these departments need to cooperate closely so that the customer gets a consistent and positive image of a company’s products and services. The controlling and monitoring of Customer Experience going beyond pure Customer Relationship Management (CRM) as well as the use of field-tested applications by SAP, for instance, can be the solution for your company.

Under the topic Customer Experience (CX), SAP combines all applications for the customer-centered departments within a company. Among these are marketing, sales, service and e-commerce. These applications are combined in the SAP C/4HANA suite (former SAP Hybris). The products are based on SAP S/4HANA or the SAP Cloud Platform – therefore the name "SAP C/4HANA". "C" stands for the "Customer" who is in the center of the individual solutions. "4" means the fourth CRM generation. The solutions are still available as on-premise installation. SAP C/4HANA includes the following products:


  • SAP Marketing Cloud: campaign management, lead management and analysis
  • SAP Commerce Cloud: omnichannel commerce, product information management, merchandising and promotion
  • SAP Sales Cloud: mobile CRM solution, customer and opportunity management
  • SAP Service Cloud: ticketing and call center management, knowledge management, real-time analyses
  • SAP Field Service Management: scheduling, mobile engineer app, self service, crowd service
  • SAP Customer Data Cloud: comprehensive data management solution for efficient data use

Today’s well-informed customers as central challenge

Companies are facing an elementary challenge: to understand customers and their interests as well as to communicate with customers on different digital channels and to interact with them. Every company has a fundamental interest in recognizing developments in their customer master in time and establishing the basis for effective and continued customer acquisition. The customer journey becomes more diverse and every individual customer needs to be convinced of your products and brand identity in the long term.


Customer engagement should focus on the regular interaction with prospective customers at eye level. This primarily concerns market-oriented departments such as marketing, sales and distribution and service that can refer to a constantly increasing database for the interaction with customers due to growing digitization. It is important for companies not just to send a crude invitation to purchase. Authentic, content-driven and individual communication as well as a strong service are important and meet with a positive customer echo.

Inspire your customers by COORDINATED COMMUNICATION

Many companies hesitate to abandon the familiar path of customer communication and to go beyond classical marketing. However, this is exactly what the new generation of customers requires since they have become more demanding. Above all, social media provide countless opportunities to communicate with existing and new customers via different digital channels.


Important as the cost factor for products and services is, most of your customers appreciate good personal care and your interest in their concerns. This includes direct and easy availability and competent communication with professional support via social media, for instance. All your measures with regard to service marketing and good customer service should be coordinated. The messages you send should be the same across all departments so that you provide a uniform image of your product and your company on all communication channels. SAP applications provide the central technical basis and help you be close to the customer.

Give it a try E-COMMERCE

Every year, e-commerce gains market shares and companies of all industries are therefore obliged to also offer their products and services online. Even if it is difficult to market your products or services via a classical online shop, your company should demonstrate the commitment to present itself as reputable and reliable sales partner in the internet. Modern e-commerce means more than just integrating a Web shop into your website. What counts more is a direct connection to business partners, vendors, distributors and, of course, end customers.


SAP installations can be a useful framework to get e-commerce started or to put steps already taken to a more solid grounding. Irrespective of its volume and complexity, any information on customers and orders becomes a valuable economic asset of your company with many advantages for your sales and marketing departments. The multifunctional SAP applications enable you to use this information also in other divisions of your company without any problem. FIS will not only assist you in this field but also in the proper and sensitive handling of customer data, for instance.


The challenges of digital transformation and the online age can be mastered easily and efficiently by means of solutions within the SAP C/4HANA environment. With a multitude of e-commerce and CRM functions, SAP C/4HANA creates the basis for meeting the requirements and desires of modern and digitally operating customers. Place the highly networked customers at the center and see the availability via diverse channels as an economic opportunity.


The FIS Group would be pleased to offer you holistic consulting services to find the right solution for your company, which enables you to start digital marketing and e-commerce or optimize your existing strategy. Start digital transformation promptly to strengthen customer retention. With a first-class digital business card, you will leave a lasting impression with existing and new customers and increase your sales permanently. Using the solutions of the SAP C/4HANA suite, you combine marketing, sales and distribution and service and control your specific communication. FIS and its Medienwerft  subsidiary help you establish a strong brand, promote your services, set up a Web shop and integrate ERP. All this creates a continuous strategy for your corporate success.

Our references – the best evidence

Customer Experience with SAP – The C/4HANA toolset


Flyer: SAP Service Cloud – Increasing Customer Satisfaction

Flyer: SAP Commerce Cloud – End-to-End process integration with FIS

Flyer: SAP Marketing Cloud – Put Customers First

Flyer: SAP Sales Cloud

Using the SAP C/4HANA suite and the comprehensive know-how of its Medienwerft subsidiary, FIS helps you find your successful digital strategy for the customer-centered departments within your company. The experts of the FIS Group will be pleased to provide you with individual consulting services tailored to your needs.

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Do you have questions? Please contact me!

Raphael Zundel
Head of Specialized Sales