Real-Time Social Insights from SAP Help Companies Engage With Customers Like Never Before

 Real-Time Social Insights from SAP Help Companies Engage With Customers Like
                                 Never Before

New SAP® Social Contact Intelligence Analytic Application Leverages Power of
SAP HANA® Platform to Deliver Unmatched Customer Insight and Intelligence

PR Newswire

NEW YORK, Aug. 20, 2013

NEW YORK, Aug. 20, 2013 /PRNewswire/ --SAP AG (NYSE: SAP) today announced the
release of the SAP® Social Contact Intelligence analytic application. Powered
by the SAP HANA® platform, the new application allows businesses to unlock
sentiment and contact insights from both social media channels and internal,
company-owned sources to better target and influence prospects and customers
in a variety of ways. The announcement was made from the CRM Evolution event,
being held Aug. 19 – 21 in New York City.


Sales, marketing and customer service professionals today struggle to access
and analyze the large amounts of internal customer data stored in disparate
systems within their organizations as well as external social media data
beyond the reach of their IT systems. Often they must rely on outdated
information, which can cause them to miss out on profitable cross- and up-sell
opportunities, or incomplete information, which can lead them to rely on only
gut instincts when making strategic decisions such as offering incentives to
engage customers and prospects.

With SAP Social Contact Intelligence, marketing professionals can incorporate
social sentiment insights directly into their campaigns to more easily
identify and target prospects and influencers and help drive incremental
sales. Additionally, sales professionals can gain deeper insights into
customers, allowing them to quickly identify the most influential and relevant
contacts at an account and service professionals can analyze product and
service complaints from social channels to proactively identify trouble spots
and take preventive measures.

SAP Social Contact Intelligence is part of the SAP® Customer Engagement
Intelligence solution, a set of applications powered by SAP HANA designed to
enable real-time insight from customer data, which allows for highly
personalized and targeted initiatives that can help grow both revenue and
profit for organizations. SAP Customer Engagement Intelligence can leverage
powerful text analysis and predictive engines within SAP HANA to bring the
power of advanced natural language processing (NLP) and complex predictive
algorithms directly to the fingertips of sales, marketing and service
executives in an intuitive, practical and user-friendly way without the need
for data scientists and PhDs.

"We saw an opportunity with SAP Customer Engagement Intelligence to influence
our customers' buying behavior and reduce product return rates," said Michael
Kuenzl, vice president of IT systems at HSE24, Europe's leading home shopping
retailer. "We sell over 1 million products to 8 million customers and estimate
that decreasing our return rate by only one percent can lead to 7-digit Euro
savings on the bottom line. SAP Customer Engagement Intelligence enables our
marketing teams to uncover hidden trends that help drive product returns and
build high-precision marketing campaigns to influence customers' return

SAP Customer Engagement Intelligence comprises four fully integrated

  oSAP Social Contact Intelligence, which allows organizations to leverage
    real-time sentiment and contact insights from social media and internal,
    company-owned sources to help identify and target the key influencers,
    generate new leads and opportunities, and improve overall service levels
    and customer loyalty.
  oSAP® Audience Discovery and Targeting analytic application, which allows
    marketing managers to engage customers and help convert prospects by
    running advanced segmentations on large target populations and distilling
    insights into focused and personalized marketing campaigns.
  oSAP® Customer Value Intelligence analytic application, which can give
    sales and marketing managers real-time customer insight into the true
    value of their customers, personalized recommendations for cross- and
    up-selling and closed loop execution.
  oSAP® Account Intelligence mobile app, which offers mobile sales teams
    real-time customer insights and personalized selling recommendations that
    allow them to create target lists, increase the effectiveness of their
    sales visits and seize sales opportunities from anywhere.

"Customer segmentation models that took more than 12 hours to complete today
can be run 985 times faster," said Bernd Seidel, Business Solution Management,
Thomas Cook AG. "That makes a big difference to our business users allowing
them to experiment with different segmentation models and receive instant
responses so they have the ability to build more personalized and targeted
sales and marketing campaigns."

For more information, visit the SAP Newsroom.

About SAP

As market leader in enterprise application software, SAP (NYSE: SAP) helps
companies of all sizes and industries run better. From back office to
boardroom, warehouse to storefront, desktop to mobile device – SAP empowers
people and organizations to work together more efficiently and use business
insight more effectively to stay ahead of the competition. SAP applications
and services enable more than 248,500 customers to operate profitably, adapt
continuously, and grow sustainably. For more information, visit

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