SAP C4C: Customer Relationship Management (CRM) in the Cloud
Cloud-based customer relationship management (CRM) software solutions typically take less time to implement compared to on-premises CRM systems and usually feature a lower initial cost, though the total cost of ownership (TCO) tends to be roughly the same over a period of three to five years. With all data stored on a central server based in the cloud, cloud-based CRM users can access data from anywhere. The following is a general overview of SAP Cloud for Customer (C4C)—a complete, robust, and mature, cloud-based solution built on over 13 years of CRM development.
SAP C4C CRM Overview
SAP’s C4C covers standard CRM functionality, including contact and account management, sales team management, tracking of customer communications, and support for marketing and communications campaigns. It can integrate with ERP and ECC solutions from SAP, as well as Outlook. SAP C4C CRM can be deployed using both Silverlight and HTML5. Silverlight is usually used by Administrators and HTML is used by end-users.
SAP C4C Modules & Features
SAP C4C comes bundled with the ability to integrate with SAP ERP and SAP CRM solutions, plus it offers a consistent, intuitive user interface and strong social media engagement/management features. Within the SAP C4C architecture, there are the following sub modules: SAP Cloud for Sales, SAP Cloud for Marketing, and SAP Cloud for Engagement. Some specific SAP C4C features include integration with social media, integration with Microsoft Outlook and Google Gmail, and real-time analytics. These are key in sales force automation, and the solution includes collaboration tools and interactive dashboards. In addition, SAP C4C features an embedded sales intelligence with AI recommendations and activity guidance.
SAP C4C Benefits
SAP C4C CRM is available in 19 different languages and can be integrated to SAP ERP/ECC solutions. The SAP C4C architecture is multi-tenant, meaning solutions and components can be shared between multiple customers and all updates. Being multi-tenant also means that when SAP upgrades or releases a patch, it might overwrite some of the custom solutions built on top of the SAP C4C solution. A single tenant option that is a private edition is available for an additional cost when there’s a need to retain industry specific and company specific modifications.
One of the key SAP C4C benefits is that it enables you to manage all interactions with your customers and prospects efficiently and securely. Your sales and customer service team can access customer information from anywhere, on virtually any device.
For more information on how SAP C4C compares to its leading competitors, check out our SAP C4C Compatibility Report to see if it’s compatible with your company’s needs.