1. Capabilities Enabled

2. Sales Capabilities
Customer and Knowledge Management: Foundational SAP CRM modules for service order management, service request management, case management, warranty set up, cross-sell, up-sell, product, and pricing
Next Best Action: Foundational capabilities to convert customer touch data points into actual business actions and deliver a predicted, clear and concise action to serve the customer, leveraging all available information
Right Offer Right Time: Foundational capabilities to act on real-time customer data collected, and proactively determine the right service offer based on unique customer needs. Enable “off-cycle” offers in real-time to improve customer experience
Real Time Usage & Analytics: Role-based access to Data Visualization views to include a customer and aggregate views. Generic business logic layer for retrieving top sales, service, port in & out touches with geography dimensions. Social media X integration to SAP CRM that supports identifying customer and read media X content based on the integration done
Product Master/Pricing/Cross Sell: Implemented secured generic web services providing connectivity for channels to subscribe all available recommendation from RTOM (next best action, right offer at the right time, cross sell, up sell)
Customer Insights: Role-based access to Data Visualization views to include a customer and aggregate views
Cross Channel Visibility: Generic business logic layer for retrieving top sales, service, port in & out touches with geography dimensions
Channel Integration: Implemented secured generic web services providing connectivity for channels to subscribe all available recommendation from RTOM (next best action and right offer at the right time)
Plug & play UI: Social media X integration to SAP CRM that supports identifying customer and read media X content based on the integration done
Prospect Management: Intakes and processes consumer data from vendors. Existing customers and undesirables are suppressed to generate a database of qualified prospects.

3. Service Capabilities
Customer and Knowledge Management: Foundational SAP CRM modules for service order management, service request management, case management, warranty set up, cross-sell, up-sell, product, and pricing
Next Best Action: Foundational capabilities to convert customer touch data points into actual business actions and deliver a predicted, clear and concise action to serve the customer, leveraging all available information
Right Offer Right Time: Foundational capabilities to act on real-time customer data collected, and proactively determine the right service offer based on unique customer needs. Enable “off-cycle” offers in real-time to improve customer experience
Real Time Usage & Analytics: Role-based access to Customer Touch views to include a customer and aggregate views. Generic business logic layer for retrieving top sales, service, port in & out touches with geography dimensions. Social media X integration to SAP CRM that supports identifying customer and read media X content based on the integration done
Product Master/Pricing/Cross Sell: Implemented secured generic web services providing connectivity for channels to subscribe all available recommendation from RTOM (next best action, right offer at the right time, cross sell, up sell)
Customer Insights: Role-based access to Customer Touch views to include a customer and aggregate views
Cross Channel Visibility: Generic business logic layer for retrieving top sales, service, port in & out touches with geography dimensions
Channel Integration: Implemented secured generic web services providing connectivity for channels to subscribe all available recommendation from RTOM (next best action and right offer at the right time)
Plug & play UI: Social media X integration to SAP CRM that supports identifying customer and read media X content based on the integration done

4. Marketing Capabilities
Customer Segmentation: Foundational segmentation capabilities made available through SAP ADT installations (SP01, SP02, and SP03). Segmentation Audit report built to support segmentation validation
Channel Enablement: Complete integration with Client X to support OnDevice capabilities (such as real-time SMS). Advanced and OnDevice capabilities. Integration with Outbound Calling and Direct Mail vendors to support B2B and VOC campaigns
Data Enablement: Standard inclusions and exclusions, data attributes to migrate prepaid and postpaid campaigns. Real-time event data to support service messages
Real-Time Campaigns: Using RTOM, ability to trigger a real-time campaigns or service message upon an event. RTOM also provides business users with flexibility to set business rules and define the contact strategy
Operational Reporting: Set of operational reports such as Campaign Metadata Audit, Contact Summary and Campaign Management Audit to monitor campaign deployment and validate campaign data
System Usability: Foundational capabilities to build campaigns, to automate the Marketing Plan and Approval workflows, and to schedule campaigns
Survey Campaigns: Survey UI to host survey questions. Campaigns can be migrated from SAS, however need manual effort for reporting and list loads for segmentation
Content Management Workflow: OpenText integration to install baseline content management functionality