SAP C/4HANA

Customer experience is key for companies that want to succeed. SAP C/4HANA is SAP’s fourth-generation in-memory customer experience suite that addresses the shift from legacy sales-only CRM products and instead focuses on the consumer. It lets businesses know in real time what their customer needs and can tap into the digital core of SAP S/4HANA in a way only SAP can.

Utilities and Energy providers know they need to prepare for the digital prosumer and open new revenue streams. To do this they will need multiple relationships with their customers via both commodity and non-commodity products and services for company and customer owned equipment.

SAP C/4HANA is ready now to cover these requirements and there is a comprehensive roadmap charting the way forward.

SAP C/4HANA consists of five cloud solutions:

1. SAP Customer Data Cloud. Based on Gigya, this consists of solutions for building more trusted and valued relationships with customers. Essentially turning unknown online visitors into known, loyal customers. It consists of identity and authentication, consent (including data privacy), and a cross-cloud single customer profile.
2. SAP Marketing Cloud. Based on what was SAP Hybris Marketing Cloud this delivers a single view of customer data for marketing purposes, personalised experiences at scale and intelligent marketing.
3. SAP Commerce Cloud. Based on what was SAP Hybris Commerce Cloud but now running on Microsoft Azure Hyperscale platform, this is a comprehensive commerce platform that includes product content management, experience management, personalisation and order management. It allows utilities to sell “anything” in single or complex bundles if so desired.
4. SAP Sales Cloud. This brings together what was SAP Hybris Cloud for Sales, SAP Subscription Billing and CallidusCloud to help organisations connect and guide customers throughout their buying journey.
5. SAP Service Cloud. Combining SAP Hybris Cloud for Service, SAP Customer Engagement Center, Coresystems and SAP Self Service Accelerator for Utilities by SEW, this allows businesses to offer multiple service channels, access complete and contextual customer information and gain real-time insight into call center, self-service and field service performance.