The increasing adoption of cloud technology has enhanced collaboration and communication and improved data security within enterprise operations.
SAP has established itself as the most trusted solution provider to transform various business processes within the enterprise and optimize its operations. SAP S/4HANA helps enterprises create a backdrop for more dynamic and responsive enterprise digital operations.
Salesforce, on the other hand, started as a customer relationship management company. Today, it offers solutions to help sales, marketing, and customer service teams to automate operations.
Integrating SAP S/4HANA Cloud and Salesforce can offer a unique opportunity to enterprises to enhance their customer experience by synchronizing data between the two frameworks.
SAP and Salesforce Integration – How?
Some of the most significant benefits of SAP S/4HANA Cloud and Salesforce integration are reduction in data redundancy, agility to act on new information, and elimination of dual data entry leading to time and cost savings. SAP S/4HANA Cloud and Salesforce together can also improve customer service experiences by manifolds.
To ensure smooth integration between SAP and Salesforce, the SAP cloud platform integration delivers pre-configured integration of flow packages to accelerate the integration projects in the application. It provides core integration patterns and security stabilities for safe and reliable processing and data integration while leveraging a broad choice of protocols such as HTTP, RFC, SFTP, and IMAP.
To help transform the messages in any integration scenarios, SAP cloud platform integration supports different message formats and also offers message converters. Furthermore, it provides a wide range of adaptors – both protocol-based like SOAP, OData, SFTP, LDAP, HTTP adaptors, and others based on applications like Facebook, Twitter, SuccessFactors, Ariba, and Salesforce. This comprehensive set of adaptors offers a wide range of connectivity options to suit any integration scenario.
Enterprises can integrate SAP S/4HANA Cloud and Salesforce using SAP cloud platform open connectors as well. The service provides comprehensive connectivity to non-SAP systems.
Enhancing Customer Experience with SAP S/4HANA Cloud and Salesforce
When enterprises integrate the potential of SAP S/4HANA Cloud and Salesforce, they can unlock various benefits.
With SAP S/4HANA Cloud and Salesforce integration, the data flows seamlessly between the two systems, allowing businesses to easily make better sales-related decisions, increase transparency, improve customer service, and increase productivity.
Case Management and Resolution
With omnichannel routing, SAP S/4HANA Cloud and Salesforce can automatically connect cases with agents who can give the best possible resolution of the problem. It also offers a holistic view of the customer activity and allows the agents to take their notes and log them automatically. There are several ready-to-use templates and productivity tools that can allow an organization to provide a quick resolution to its customers.
The point-and-click interface in the service cloud allows the creation and updating of records, logging of calls, sending emails, etc. Agents may have a variety of issues to handle, so the Service Cloud also offers recommendations to agents, to resolve their requests at any hour.
The integration of SAP S/4HANA Cloud and Salesforce integrates the metrics shown by Salesforce Service Cloud to help in progress tracking. One can even customize the dashboards from multiple platforms as per the information requirement. There are analytic tools to check the real-time performance of the customer service team. The integrated analytic tool can also track future customer needs by interpreting the currently collected data. With detailed performance metrics, organizations can train their teams to handle customer service more effectively.
Personalized Customer Experience
The integration allows customer service agents to analyze and interpret the collected data and better understand the customer’s behavior. By having the entire history come up with a few clicks, the agents can communicate with the customers better in real-time. It also allows them to move seamlessly from one medium to another – for example from social media to email, by offering a personalized customer experience. There are options to share the screen and have a video chat with customers who want a little more than email or texts.
Not every customer is looking for an agent to interact with. Some of them just want to know more about the products and services alongside getting answers to their specific questions. With SAP S/4HANA Cloud and Salesforce integration, it is possible to create communities where customers can come together to discuss, learn, and help each other out. These communities are also great for conducting surveys and understanding the needs of the customers for customer service improvement.
SAP S/4HANA Cloud and Salesforce integration can do wonders for any business by improving its customer service experience. Businesses of all scales can deliver personalized customer service instantly, propelling their growth and surpassing all expectations.
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