What Aiden can help you with
Every interaction is a chance to build better customer relationships, whether it’s answering a sales-related question, giving technical support or emailing a follow-up. We help improve how your teams use customer data, so you attract new customers and keep existing ones without adding more work.
Customer acquisition
We implement solutions like SAP Sales Cloud and SAP Emarsys to help you turn interest into qualified leads. Your sales teams can track enquiries and follow-ups in one place, and marketing teams can tailor messages based on real behaviour, so prospects receive relevant contact at the right time.
Customer retention
Tools like SAP Service Cloud and SAP Field Service Management let you manage service requests and ongoing communications in one place. Your service teams see past orders and interactions while customers get clear answers and self-service options that reduce repeat questions and keep them coming back.
Tackle the omnichannel CX challenge
Customers contact you through reviews, social posts and email, and expect clear, consistent answers. They only resort to calling customer service for urgent and complex problems, when they expect an expert to solve their issue quickly.
And when there is no access to the same information by all employees, teams waste time. First trying to identify the problem, then aligning internally, and ultimately it takes too long to resolve customer concerns and things start to fall through the cracks.
Turn every interaction into a sales opportunity
Are your sales and marketing teams working with partial information? One team may answer an enquiry without seeing a previous reply. Another team sends messages without knowing that the customer still has pending invoices. Customers notice and feel underappreciated when answers don’t line up or when nobody gets back to them.
If your teams have to waste time asking around internally to piece things together, it slows down replies and leaves customers unsure who to contact next. With data and AI-driven CX tools in place, you create the full visibility your teams need to keep your customers happier.
Give customers a reason to stay
In competitive niche markets, customer experience is the best way to stand out. According to Gartner research, 89% of companies expect to compete mostly on the basis of customer experience, rather than price, assortment or other selling points. To turn CX into your company’s competitive advantage, it takes a modern tech stack built upon a strong foundation. SAP ERPs offer the stability and flexibility to bring a data-driven CX and customer retention strategy to life.
Aiden’s experienced consultants support you in enhancing core SAP capabilities, from tracking customer engagement and forecasting sales, to analysing common customer support questions, monitoring field service performance, and more.
Benefits for your customers
- Clear answers arrive faster because teams understand the full situation before replying
- Fewer repeated explanations as orders, questions and past contact stay linked
- Conversations feel more personal because staff know the customer history
- Self-service options empower the customer to handle routine queries on their own
Benefits for your employees
- Customer and product information is easy to find without internal back and forth
- Sales and service teams follow standard workflows instead of workarounds
- Admin work drops as follow-up and record keeping become part of daily flow
- Tools feel easier to use because they match how people actually work
Benefits for your company
- Your business can handle more customers without needing to hire at the same pace
- Customer loyalty improves as service quality stays steady at higher volumes
- Teams see where deals break down or service issues repeat, so they can continually optimise their strategies
- Managers can plan sales and service work based on what customers actually need
Integrated solution versus best-of-breed?
SAP has an out-of-the-box integration available between SAP Cloud ERP (formerly SAP S/4HANA) and the Customer Experience solutions meaning the integration only needs to be activated and configured during the implementation process. We often see up to 80% lower implementation cost, higher user adoption and up to 70% productivity gains.
Getting started with Aiden
CX optimisation with Aiden starts with a quick scan to see where your challenges lie and where there are opportunities to improve. We listen, ask questions and challenge assumptions to understand your business’s individual needs. Together with your team, we define a clear first step that’s designed to deliver value quickly. We roll out changes in small phases so people can use the system straight away and build trust in the tools. Our consultants stay close throughout the project, with one clear point of contact. With deep SAP experience and Mendix expertise, we expand what works without disrupting your daily operations. We help your CX setup grow alongside your business.
Related customer stories
Yanmar Europe goes live with SAP Sales Cloud in less than 3 months
By implementing SAP’s Customer Experience solutions on top of SAP Cloud ERP, Yanmar Europe created a 360° customer view—and also addressed the adoption issues at the same time.
Oliehoorn is getting to know its B2B customers better than ever with SAP CX
At the end of 2023, Oliehoorn upgraded its CRM by integrating SAP Sales Cloud and SAP Service Cloud into its existing SAP Business One ERP.
Amac takes the next step in optimising customer experience
Amac upgraded its IT ecosystem by integrating Fixably—a service portal built for Apple service providers—into SAP Business One.
Frequently Asked Questions
Do you have questions about customer experience? Here are the most common questions and their answers.
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Your partner for customer experience
Want to know more about our customer experience solutions? Yanick Smits would be happy to advise you. Together, we can create meaningful customer relationships.
