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Integrated customer experience with SAP® solutions

Put customers at the centre of everything—with Lead to Loyalty

Customer experience (CX)

Customer experience (CX) is a thread that runs throughout your entire business. It goes beyond just sales to customers and customer service. Customer experience is shaped by virtually every business process—from the back office to the front office, from SAP® systems to non-SAP systems.

An integrated, unified enterprise environment that puts the customer at the center of everything—across each and every touchpoint—is key to delivering exceptional experiences that strengthen the human connection, exceed customer expectations, boost loyalty and drive powerful business results. Lead to Loyalty from Deloitte Digital can help.

Unlocking value—from Lead to Loyalty

Lead to Loyalty is an integrated end-to-end offering centred on cloud and SAP solutions, delivering a unified, ready-to-deploy ecosystem of technologies and connecting your processes for:

  • Customer strategy
  • Advertising
  • Marketing
  • Commerce
  • Sales
  • Service

The potential payoff? With Lead to Loyalty, you ultimately can:

  • Deliver a consistent customer experience across all customer touchpoints
  • Provide a more personal and human experience
  • Drive loyalty by going beyond when it comes to service
  • Anticipate problems and react faster using intelligence-driven solutions

LEAD to Loyalty

Experience enhancer

Here’s just one example of Lead to Loyalty in action—predicting customer needs. With an integrated Lead to Loyalty solution, your organisation can seamlessly:

  • Segment data to spot customer patterns and trends
  • Use insights to identify a customer who might benefit from a new product
  • Connect live with the customer to provide product information and sales data from similar customers
  • Follow up with a promotional offer
  • Enable first purchase online and apply discount at checkout
  • Track impact of new product on customer’s business
  • Collect customer survey about the product
  • Identify sentiment trends
  • Use insights to improve the product

Take the next step

Disruption keeps coming. Expectations keep rising. How will you respond? If transforming how you engage with customers is a priority for your organisation, we should talk.

Contact us to get the conversation started—to schedule a demo of Lead to Loyalty use cases, to get CX transformation insights, or to discuss a specific challenge your organisation is facing.

Meet the “built to evolve” Kinetic Enterprise

Nurturing Customer Experience, from Lead to Loyalty

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Centered on SAP solutions

Lead to Loyalty incorporates a number of SAP technologies, including the SAP Customer Experience cloud suite, the SAP S/4HANA® ERP and SAP’s Qualtrics® experience management platform—as well as additional digital solutions and capabilities.

Enabled by cloud, driven by insights and capable of scaling in any direction, Lead to Loyalty elevates the human experience for your customers—while enhancing your business processes, from initial business lead to customer loyalty.

Supported by Deloitte Digital services and industry-specific capabilities, Lead to Loyalty includes:

  • SAP Customer Experience cloud solutions:
  • SAP Marketing Cloud
  • SAP Commerce Cloud + SAP Commerce Cloud context-driven services
  • SAP Sales Cloud with SAP CPQ (Callidus CPQ)
  • SAP Service Cloud
  • SAP Customer Data Cloud
  • SAP S/4HANA, the digital core ERP
  • SAP Cloud Platform integration

Make an impact with an integrated platform

Lead to Loyalty allows you to tap a host of potential benefits. The integrated solution can help you:

  • Expand your revenue pipeline—by delivering more relevant and engaging content, tailored to the individual
  • Enable new cross-sell and up-sell opportunities—through the power of marketing tightly integrated with commerce
  • Create an effective experience across multiple channels and touchpoints, to help drive conversion and loyalty
  • Get a 360-degree view of the customer, providing relevant insights and allowing you to deploy personalised messages at the right time and place
  • Draw on big data and analytics for insights into whom to target and how to optimise content, tactics and spend
  • Simplify the sales process and enhance the experience for your sales, service and marketing workforce

The Deloitte Digital difference

Dedicated to a human approach to enterprise transformation, Deloitte Digital brings a complete set of services and solutions that can help you move forward fast and enable the “built to evolve” Kinetic Enterprise™—no matter where you are in your transformation journey with SAP solutions.

Our three decades of collaboration with SAP, deep industry experience and technical knowledge provide a foundation to help you address nonstop disruption with forward-facing capabilities for digital commerce, customer service, sales and marketing.

With a team of 25,000 SAP specialists worldwide, we are widely recognised for our ability to help clients deliver results with SAP solutions. Our list of awards and accolades includes 2020 SAP® Pinnacle Awards as Partner of the Year for both SAP S/4HANA and SAP S/4HANA® Cloud—as well as 2019 SAP® Pinnacle Awards as Customer Experience Partner of the Year and Digital Partner of the Year.

Read more about Lead to Loyalty

Build predictive, proactive, human-first customer experiences that go a step beyond