Single Customer View
Joined up data every step of the way
Traditional multi-channel approaches may help you to meet increasingly steep AOV and purchase KPI’s, but it’s a short-term solution to a longer-term issue. To create a lasting relationship with your customers, you need to focus on building an understanding of their behaviours, needs and motivations – and that is enabled with data.
This rich data view of the customer isn’t just focussed on acquisition, it influences and drives every part of the customer journey online and in store, across all customer interactions and maximises the potential of each touchpoint.
A top-down view of all your customers’ needs
Data underpins every point in an omnichannel process and can give you the insight you need to create a personal relationship with your customer. A 360 view shows you all the possibilities for you to interact with your customer and how you can build a connected solution to allow them flexibility throughout their buying journey.
Your customer may start browsing for a product on an app at home, then engage with retargeted advert, or they might add things to a wish list and sign up for email marketing. All of this can happen without them making any decision to purchase. They may want to go in store to see the product, and then may make the purchase from the comfort of their couch! And post purchase, they may need to contact customer services, maybe join your loyalty scheme.
A study by Gartner predicts that by 2023, organisations that have invested in a single customer view will outperform those that haven’t by 25% in customer satisfaction metrics
Omni-channel customer touchpoints
Taking a holistic view of the customer journey, and the multiple touchpoints within it, both online and physical, will allow you to deliver a first-class customer experience and complete flexibility. This starts even before the buying journey begins, with marketing and advertising, and doesn’t end after the purchase is made. With this data you can develop solutions that allow you to connect with your customer base in an intelligent way, anytime, and through any channel.
A window into your customers world
Connected journeys enable brands to hit their KPIs and make justified data-based decisions about how to connect with their customer base. Connected customer experience is the interplay of multiple systems, providing a consistent experience through:
Remove Data Silos
SAP Sales Cloud helps organisations connect and guide customers throughout their buying journey and remove individual silos around the business.
Build Customer trust
Annex Cloud combines best-in-class loyalty programme management capabilities with powerful engagement modules to help you seamlessly connect, engage and grow your customer relationships at scale.
Omni-Channel Connections
The SAP Cloud for Customer solution helps you manage day-to-day sales and service interactions efficiently by sending and receiving signals between front- and back-office solutions and providing a single view of the customer.
Enabling Hyper-Personalisation for Luxury Retail
Our proven track record of excellence
Our mission is to help you realise the full capabilities of an omnichannel SAP CX suite. With our industry-leading know-how and passion for successful transformations, we develop e-commerce solutions that increase sales, boost conversion rates and deliver excellent customer experiences.
Our work has not only delivered successful customer case studies – it also wins us international awards. Take a look for yourself!
s.Oliver
Omnichannel platform for the digital future
In the S4 Excellence project, s.Oliver digitalised all flows of goods and values and implemented the SAP Fashion Management Solution and SAP S/4HANA for global finance. The go-live for the finances took place worldwide and the roll-out for the merchandise management and retail processes by brand.
Dreams
Digital acceleration for homeware retailer
Our relationship with Dreams hasn’t ‘just’ been implementing a new SAP e-commerce solution. We have worked hand-in-hand, researching their retail space and going above and beyond to meet consumer needs. Find out more about this award-winning transformation journey here.
CHRIST JEWELLERY
Turning Customers into Fans!
Omnnichannel Deluxe with excellent performance where the customer is – from the point of sales to the scalable shop system in the cloud. In just a few months, KPS expanded CHRIST’s already high-performance online shop into a customer interaction platform. The focus was always on a customer journey that is in no way inferior to the perfect all-round experience and lived trust in the offline business.
Get in touch to find out more about our single view of customer solutions.
Barnaby Moffat
Commercial Director bei der KPS UK
