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

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.

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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 Often they must rely on outdated information, which can cause them to miss out on profitable cross- and up-sell opportunities, or incomplete information, which can lead them to rely on only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 behavior."

SAP Customer Engagement Intelligence comprises four fully integrated offerings:

• SAP 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.
• SAP® 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.
• SAP® 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.
• SAP® 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 www.sap.com.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as "anticipate," "believe," "estimate," "expect," "forecast," "intend," "may," "plan," "project," "predict," "should" and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.

© 2013 SAP AG. All rights reserved.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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For customers interested in learning more about SAP products:
Global Customer Center: +49 180 534-34-24
United States Only: 1 (800) 872-1SAP (1-800-872-1727)

For more information, press only:
Kate McNeel, +1 (484) 624-2256, [email protected], CDT
SAP Press Office, +49 (6227) 7-46315, CET; +1 (610) 661-3200, EDT; [email protected]

SOURCE SAP AG

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