Customer relationship management solutions

SAP Contact center

Improve customer service across call, e-mail, and Web channels – even when volume is high and resources are distributed. SAP Contact Center software can help you seamlessly queue, prioritize, and route customer contacts. Optimize contact center operations, provide fast access to problem solvers – and embed multichannel communications in SAP Customer Engagement and Commerce applications. SAP Contact Center uses smart contact routing and handling to ensure your customers reach the right people to solve their problems – fast. With our contact management software, you can:
  • Facilitate omnichannel customer service with a universal routing engine
  • Embed omnichannel communications to improve agent productivity and first contact resolution
  • Personalize customer service with insight from real-time customer data and analytics

SAP Hybris Marketing

The hybris Marketing suite enables real-time contextual marketing. Engage customers, delight them, and cultivate brand relationships by marketing to an audience of one.


  • Gain Real-Time Insights
  • Deliver Unique Customer Experiences
  • Market with Speed and Agility


SAP Customer Relationship Management (SAP CRM) enables sales organizations to dramatically shorten sales cycles, quickly increase revenues, maximize sales team productivity, ensure customer loyalty, and optimize indirect selling channels. Organizations can proactively manage the complete sales cycle in an end-to-end, order-to-cash process across all sales channels. SAP CRM addresses the needs of four sales channels: direct sales, telesales, channel sales, and e-selling. Key sales functions of SAP CRM include:
  • Sales planning and forecasting to plan and forecast revenues and product quantities
  • Organizational and territory management to enable sales managers to define territories, so they can assign sales reps and identify prospects for each territory
  • Account and contact management to capture, monitor, store, and track all critical information about customers, prospects, and partners
  • Activity management to schedule and manage various tasks assigned to sales professionals
  • Opportunity management to manage sales projects from the very start and track their progress to the very end
  • Quotation and order management to configure, price, and create quotes for customers, as well as create sales orders, check product availability, and track order fulfillment
  • Contract management to help develop and revise customized contracts to generate and manage long-term agreements
  • Incentives and commissions management to develop, implement, and manage compensation plans easily and effectively
  • Travel and expense management to enable field sales personnel to record, review, and update travel information, enter receipts, and maintain time sheets
  • Sales analytics to determine the financial status and overall effectiveness of the sales organization, so managers can recognize and address trends proactively