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SAP Customer Experience –We bring Brand, SAP and Commerce together

SAP Customer Experience –We bring Brand, SAP and Commerce together

FIS and medienwerft – your SAP Customer Experience experts

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

  • Personalized communication via all channels 
  • Professional customer management 
  • Innovative online shop with comprehensive data management 
  • Optimized and coordinated service processes 

These customers have already been convinced of our expertise in the field of SAP Customer Experience (CX)

Nowadays, prospective customers use numerous channels to get to know products or services 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, they might ‘drift away’. This complex and non-transparent customer journey may be of great concern to the marketing, SD and service departments. In order to remain competitive, these departments need to cooperate closely. Only in this way gets the customer a consistent and positive image of the company. The controlling and monitoring of customer experience going beyond pure Customer Relationship Management (CRM) is necessary. The use of field-tested cloud solutions, such as SAP CX Suite, provides reliable assistance.  

Under the theme of Customer Experience (CX), SAP combines cloud-based applications for marketing, sales, service and e-commerce. These IT systems are combined in SAP CX Suite (formerly known as SAP C/4HANA). SAP CX includes the following products: 

  • SAP Marketing Cloud: planning, campaign management, lead management and analysis 
  • SAP Commerce Cloud: online shop solution, product information management, CPQ and personalization 
  • SAP Sales Cloud: CRM software with mobile app, lead and opportunity management, reporting 
  • SAP Service Cloud: omnichannel customer service, ticket management, field service management, mobile app 
  • SAP Field Service Management: resource planning, mobile technician app, self service, crowd service 
  • SAP Customer Data Cloud: comprehensive management solution for efficient data use 

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SAP Customer Experience mit FIS und Medienwerft


SAP’s Competency Framework demonstrates the expertise a consulting and implementation partner has in a particular area. 

FIS and Medienwerft have achieved the CX Expert status, the highest partner status within the SAP Competency Framework in the area of Customer Experience, which designates the FIS Group as experts in the areas of e-commerce, sales, service and marketing.

Optimized processes INSTEAD OF DATA SILOS

An elementary challenge results from the reasons mentioned: understand prospective customers, address them via diverse channels, win them and bind them in the long run. Reconciliation between the different departments is immensely important here. CX Suite is an end-to-end solution, whose greatest advantage lies in its integration.   

Due to a uniform view of prospective customers, enterprises can support them in the best possible way. From marketing automation and CRM Suite for recognizing up-selling potentials to a customer service solution including self-service, intelligent systems and advanced technologies such as machine learning ensure optimal customer experience.  

With SAP Marketing Cloud, Sales Cloud, Commerce Cloud and Service Cloud, you provide your professionals with a tool for their daily work that lifts you to the next customer centricity level.   

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 also 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 products and your company on all communication channels. SAP applications provide the central technical basis and help you be close to the customer. 

Schematic structure of SAP CX Product Suite


Every year, e-commerce gains market shares and companies of all industries are therefore also expected to offer their products or services online via their own online shop or via online marketplaces. Even if it is difficult to market these products or services via a classical online shop, companies should be present where sales prospects are looking for them. 

Modern online trading means more than just integrating a Web shop into your web presence. For SAP users, professional online shops based on SAP Commerce Cloud as well as the SAP connection of online marketplaces are essential components of a successful e-commerce strategy. The focus is on a direct connection to business partners, vendors, distributors and, of course, end customers. Irrespective of its volume and complexity, information on customers and orders becomes a valuable economic asset. This information must be used for fast and transparent processes demanded by the sales prospects. A reliable IT infrastructure forms the basis for competitiveness and increased sales. 


The challenges of digital transformation and the online age can be mastered easily and efficiently by means of solutions within the SAP CX environment. SAP CX Suite creates the basis for meeting the requirements and desires of modern and digitally operating customers.  

With end-to-end cloud solutions for marketing, sales and distribution, commerce and service, companies are putting the highly interconnected customer at the center. 

The FIS Group would be pleased to offer you holistic consulting services to find the right applications for your company, which enable you to start digital marketing and e-commerce or optimize your existing strategy. With a first-class digital business card, you will leave a good impression with existing and new customers and increase your sales permanently. With CX Suite, you connect departments and therefore control your communication in a targeted manner. The FIS Group provides holistic support: from establishing a strong brand, promoting your services, setting up a CRM to establishing a Web shop and lean service processes. 

Due to our longstanding experience in the areas of SAP ERP and logistics, we also help you with the connection and integration of systems outside the CX family. You benefit from our know-how from numerous successfully completed IT projects. In this way, we work with you to create a consistent strategy for your corporate success. 

Using SAP CX Suite and the comprehensive know-how of our 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. 

Customer Experience with FIS – Everything from one source

 SAP Marketing Cloud



SAP Service Cloud & SAP Field Service Management – Increasing Customer Satisfaction


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


SAP Sales Cloud – More than just a CRM solution

Success Story:

A suitable CRM solution – SAP Sales Cloud at Walter Meier (Fertigungslösungen) AG

Success Story:

Closing the gap between Marketing and Sales – SAP Marketing Cloud at PILLER

Using SAP CX Suite and the comprehensive know-how of our 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. 

Raphael Zundel
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