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SAP Cloud for Customer

Re-define customer engagement with our next generation cloud CRM solutions

Engage your customers in more meaningful ways by understanding what matters to them at a specific moment. Our cloud CRM portfolio brings marketing, sales, commerce, and customer service together – to deliver rich insight, flawless execution, and a contextual customer experience. Stay a step ahead with SAP Cloud for Customer – so you can engage your customers like never before.

Product capabilities

Functional capabilities

Account and management intelligence

Make fast account updates, get complete customer intelligence and keep everyone in the loop so that you and your team are delivering the right impact in every customer conversation.

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Collaboration and social selling

Accelerate sales cycles by collaborating effectively with your sales team, internal experts, customers, and partners — all in the context of your accounts and opportunities.

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Efficient field service management solutions

Support field service from every angle with optimized workforce scheduling and mobile apps.

Available for SAP Cloud for Customer only.

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Knowledge base and customer support portal

Increase productivity with knowledge management that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.

Available for SAP Cloud for Customer only.

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Opportunity management and insights

Accelerate sales wins by rapidly tracking activities, collaborating with internal teams, customers and partners, submitting quotes and sales orders in seconds, keeping tabs on the competition and obtaining guided selling materials specific to each deal.

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Real-time actionable analytics

Track your performance in real-time and proactively drive the right opportunities to close while steering clear of unwanted surprises. Forecast with ease and perform what-if analysis to learn where to focus. With out of the box interactive dashboards, embedded reports with real-time content, and advanced analysis tools, you’ll avoid end of quarter surprises.

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Sales performance management

Turn sales strategy into action by guiding and coaching sellers to ways to increase revenue, and exceed goals and objectives. Your team can also sell faster and perform better with the right territory management and forecasting and quota planning.

Available for SAP Cloud for Customer only.

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Service ticket management

Offer your contact center agents and customers a unified agent experience across all interaction channels with multichannel service request management from SAP software. Maximize agent efficiency by capturing complete conversation history in a single location and apply categorization, routing, and escalation rules to help ensure that service requests are always handled by the right person with the right resolution.

SAP Digital for Customer Engagement offers Email Service Ticket management only.

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Social channel engagement

Empower your marketing and customer service teams to collaborate and quickly deliver appropriate responses to customer inquiries, issues, or comments made on social media channels. Filter, prioritize, and route high volumes of customer content so the right expertaddresses the right customer. Give your customers the personalized experience they deserve on their preferred social channel.  

Available for SAP Cloud for Customer only.

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Technical capabilities

APIs and SDK

With access to APIs and SDK,  developers and administrators  can personalize and extend SAP Cloud for Customer and integrate the solution to other back-office systems to meet your business needs.

Available for SAP Cloud for Customer only.

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Back-office integration and mash-ups

Get back-office information pushed to you in real-time so that you no longer need to hunt for pricing, quotes or other order-to-cash information. With native SAP ERP and SAP CRM integration and business application mash-ups, you’re always effortlessly up-to-speed on your accounts.

Available for SAP Cloud for Customer only.

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Email and notes integration

Work more efficiently leveraging office productivity tools you use every day. Integration with Microsoft Outlook, Google Gmail and Lotus Notes means no double data entry and key customer information and notes stay automatically in sync. In addition to groupware integration, SAP Cloud for Customer also supports notes (ie: Evernote) integration.

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Mobility and offline access

Make every interaction count anywhere and anytime with seamless mobile support for iPhone, iPad, Windows, and Android devices. Engage in real-time with your customers, manage your activities, and track your performance, even when you’re offline.

Offline access is only available for SAP Cloud for Customer.

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Productivity and personalization

Designed for today’s salesperson, the ease-of-use, with innovative features such as tagging, flagging, in-line editing and the shelf, custom fields, reports and tiles, enable sales people to personalize their experience and get quick access to the information they need.

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Try SAP Digital for Customer Engagement

Get up and running in minutes with a CRM solution designed for smaller sales teams. With many of the same capabilities as the enterprise version, this solution allows you to close more deals and collaborate more effectively.

Licensing and purchasing options

Contact your local SAP account executive for additional purchasing options. Consult the guide Licensing SAP Software: A Guide for Buyers for general licensing information.

SAP Cloud for Customer subscription-based licenses give you access to licensed SAP software that is hosted at a remote location and available to you based on your requirements.  License options for Sales, Service, and Social Engagement are available.

  SAP Cloud for Customer SAP Digital for Customer Engagement
Users/Sessions
  • Per-user, per-month subscription pricing
  • No upfront capital investment required
  • Start with as few as ten users and add more as you need them
  • Option to license Cloud for Sales, Cloud for Service, and/or Cloud for Social Engagement software
  • Per-user, per-month subscription pricing (3 month renewal and no minimum user  equirement)
  • A combination of the Sales and Service capabilities is included
  Contact us Buy now
SAP Cloud for Customer
Users/Sessions
  • Per-user, per-month subscription pricing
  • No upfront capital investment required
  • Start with as few as ten users and add more as you need them
  • Option to license Cloud for Sales, Cloud for Service, and/or Cloud for Social Engagement software
  Contact us
SAP Digital for Customer Engagement
Users/Sessions
  • Per-user, per-month subscription pricing (3 month renewal and no minimum user  equirement)
  • A combination of the Sales and Service capabilities is included
  Buy now

System requirements

  • Minimum CPU hardware requirements – Intel Core 2 Duo or better; 4 GB to 6 GB of memory depending on operating system
  • Network requirements – from 1 mbps to 20 mbps depending on users, with 200 ms latency or better
  • Supported mobile and desktop operating systems and browsers – refer to the table on page 33 of the SAP Cloud for Customer Administrator Guide for more information
  • Optional Software Requirements – Add-ins for Microsoft Excel, Outlook; IBM Lotus Notes; CTI Client Adapter

For more information system and software requirements, refer to page 32 in the SAP Cloud for Customer Administrator Guide which lists the various devices, hardware, and corresponding operating systems, along with the apps or browsers and their respective release versions that are supported for SAP Cloud for Customer.  

Analyst reports and thought leadership

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Read the Forrester Wave review

We're proud to share the latest Forrester Wave review of CRM suites for large organizations. The 2015 review cites the SAP CRM and SAP Cloud for Customer applications among the most significant CRM suite solutions on the market.

See the Forrester report

Win at sales in the buyer empowered world

Are you and your sales organization providing engagements that anticipate customers’ current and future business needs? Take a look at a new report by Harvard Business Review Analytic Services to get a grasp on the latest trends.

Read the HBR report

Survey: Social media tools for service

Read this Social Media Today survey on the use of social media tools for customer service. Discover how customer support teams are using social listening and CRM software to offer a better customer experience and drive higher engagement.

See the survey results
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Extend the functionality of SAP Cloud for Customer

SAP Jam to bring together people, information, applications, and processes to solve business problems and drive results.

SuccessFactors Talent Solutions helps you hire, onboard, incent and train your sales teams so you can build rockstars from day 1.

SAP Hybris Marketing, a game changing marketing solution enables individualized contextual marketing on an unlimited scale.

Learn more about the solutions in the SAP Cloud for Customer product

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SAP Cloud for Sales

Give your sales force the insight they need to engage in meaningful customer conversations, and take the right action – with a new set of capabilities that enhance the sales process and go beyond traditional CRM software. Make it easy for your reps engage and win – anytime, from anywhere.

SAP Cloud for Social Engagement

Find out how companies are enhancing the customer experience by integrating social media across service and support channels. With our software at the center of the customer engagement processes, companies can respond appropriately when their brands are talked about online.

SAP Cloud for Service

Wow digitally connected consumers with consistent service across all channels. Give your call center and help desk agents a complete view of customers so they can quickly solve problems. And empower field service technicians with the right mobile tools and technology.

SAP Digital for Customer Engagement

Get up and running in minutes with a CRM solution designed for smaller sales teams. With many of the same powerful capabilities as the enterprise version to deliver a relevant experience at every stage of the customer journey – and close more deals.

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See what our customers are saying

openSAP: Experience SAP Cloud for Customer

This new openSAP course provides SAP customers and partners with the necessary know-how to get on board safely and quickly. It offers an initial overview of SAP’s overall Customer Engagement & Commerce (CEC) strategy, and how the comprehensive solution portfolio is shaping CEC as a new software category in the market.

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Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

Learn more

Review latest product documentation

Visit our user-friendly help portal to gain instant access to the latest SAP product documentation, and receive a wealth of information about your software – from installation and upgrades to security, integration, and availability.

Visit the help portal
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Explore the hottest topics in CRM

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HBR survey reveals how B2B sales reps win

A new Harvard Business Review report finds that business buyers are almost equally empowered as consumers in terms of information.

Selling with facts or appealing to emotions?

When should salespeople sell with facts and figures – and when should they speak to the buyer’s emotional subconscious instead?

Visit the SAP Cloud for Customer community

Join the SAP Cloud for Customer community to get fresh insights, the latest product details, and the opportunity to interact with the experts.

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