Businesses today face the ongoing challenge of delivering seamless customer experiences while optimising operational efficiency. Many organisations struggle with fragmented systems, manual workflows, and inefficient processes, leading to increased costs and poor customer satisfaction.
SAP Customer Experience (CX) solutions, powered by artificial intelligence (AI) and natively connected to SAP ERP, offer a transformative approach. These solutions streamline processes, improve customer interactions, and enhance business decision-making. Backed by the latest research from the Enterprise Strategy Group, this blog explores the economic benefits of implementing SAP CX solutions and how they deliver outstanding ROI.
The Challenges of Disconnected Customer Experiences
Despite the increasing reliance on digital transformation, many businesses still operate with siloed systems that hinder operational efficiency. Common challenges include:
- Fragmented sales, marketing, and customer service operations, resulting in disjointed customer interactions.
- Inefficient use of resources, where employees spend excessive time on manual data entry and extracting information from multiple systems.
- Complex integrations requiring custom middleware and connectors, increasing maintenance costs.
- Lack of real-time business insights, leading to slower decision-making and missed opportunities.
These inefficiencies not only impact internal productivity but also diminish the overall customer experience, affecting retention and brand loyalty.
The AI-Powered SAP CX Portfolio: A Game-Changer for Businesses
SAP’s AI-powered CX solutions address these challenges by seamlessly integrating with SAP ERP, creating a unified system that enhances customer engagement and operational efficiency. The key solutions in this portfolio include:
- SAP Emarsys Customer Engagement
- Delivers personalised, omnichannel marketing campaigns.
- Uses AI-driven insights to improve customer targeting and retention.
- SAP Commerce Cloud
- Provides connected and scalable eCommerce experiences.
- Uses AI to optimise product recommendations and enhance customer interactions.
- SAP Sales Cloud
- Improves sales forecasting and automates repetitive tasks.
- Ensures real-time access to critical customer data.
- SAP Service Cloud
- Enhances customer support with AI-driven chatbots and automated ticketing.
- Reduces response times and improves service efficiency.
- SAP CX AI Toolkit
- Provides advanced AI and machine learning functionalities.
- Helps businesses automate processes and drive intelligent decision-making.
These solutions collectively offer a comprehensive approach to customer engagement, backed by deep AI-driven insights.
Economic Benefits of AI-Powered SAP CX Solutions
The following benefits, supported by data and evidence, are based on a comprehensive Economic Validation Study conducted by Enterprise Strategy Group (ESG). This study, commissioned by SAP, analysed real-world customer data and testimonials to quantify the benefits of using AI-powered SAP CX solutions natively connected to SAP ERP. The findings highlight substantial improvements in efficiency, cost savings, and revenue growth for businesses adopting these integrated solutions.
- Faster Time to Value
SAP CX solutions integrate more seamlessly with existing SAP ERP deployments compared to third-party solutions. This results in:
- A faster time-to-market for digital transformation initiatives.
- Significant improvements in operational efficiency within the first six months of implementation*.
- Lower Total Cost of Operations
By eliminating the need for extensive middleware, businesses benefit from:
- A 25% to 80% reduction in integration costs*.
- A 70% decrease in time spent on managing and maintaining custom developments*.
- Reduced dependency on IT teams, allowing organisations to allocate resources more effectively.
- Increased Revenue and Sales Performance
AI-powered SAP CX solutions directly impact revenue growth:
- Customer registrations increase by 10% to 100%, boosting sales opportunities*.
- Higher retention rates of 24% to 55%, ensuring long-term customer engagement*.
- Improved conversion rates by 6% to 100%, leading to greater sales efficiency*.
- An increase in average revenue per sale by 10% to 30%, optimising profitability*.
- Enhanced Productivity Across Teams
By automating manual tasks and streamlining workflows, businesses experience:
- 25% to 70% improvement in digital marketing and customer operations productivity*.
- 50% to 90% improvement in sales team efficiency*.
- 20% to 40% increase in inventory management and business operations efficiency*.
- Up to 60% fewer service issues and 50% faster resolution times*.
- Improved Compliance and Risk Management
SAP CX solutions also help businesses mitigate risks by ensuring:
- Stronger compliance with industry-specific regulations.
- Better data protection and governance, reducing risks of non-compliance.
How Langia Can Help
Langia brings spearhead expertise in SAP CX, helping organisations unlock the full potential of AI-powered customer experience solutions. With deep knowledge of SAP’s ecosystem, Langia assists businesses in:
- Seamless SAP CX & ERP integration – ensuring a unified and data-driven approach.
- Custom AI-driven automation – enhancing efficiency in marketing, sales, and service operations.
- Optimising end-to-end business processes – reducing costs and improving operational performance.
- Maximising ROI on SAP investments – ensuring long-term success with expert implementation and support.
As a trusted partner, Langia empowers enterprises to navigate digital transformation confidently, leveraging SAP CX solutions to drive growth, efficiency, and customer satisfaction.
Final Thoughts
The findings from the Enterprise Strategy Group clearly highlight that SAP CX solutions, when integrated with SAP ERP, deliver exceptional economic value. From improving customer engagement to reducing costs and increasing revenue, these AI-powered solutions provide a strong ROI ranging from 214% to 726%*.
For businesses looking to stay competitive, investing in SAP CX is a strategic move that accelerates digital transformation while driving business success. And with Langia’s expertise, companies can ensure seamless implementation and maximise the benefits of SAP CX.
Ready to revolutionise your customer experience? Contact Langia today to explore how SAP CX can transform your business.
*Source: Analyzing the Economic Benefits of Using AI-Powered SAP CX Solutions Natively Connected to SAP ERP, Aug 2024, By Aviv Kaufmann, Practice Director and Principal Validation Analyst Enterprise Strategy Group
