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Customer Experience Management
Inspire your B2B customers with excellent experiences in sales and service, and create sustainable customer relationships.
When digital innovation meets solid industry expertise, customer experiences arise, that create long-term loyalty.
Customer centricity that excites in the
consumer goods industry
At 4brands Reply, we specifically optimize customer experiences along the entire Customer Journey–from the first contact in sales to excellent post-purchase service. With deep industry know-how and tailored solutions, we help companies recognize business customer needs early, strengthen relevant touchpoints, and build long-term relationships. This way, you increase satisfaction, loyalty, and your business success in the B2B environment.
Our Services
AI and Machine Learning
Sales Excellence
Perfect Store
Consumer Service
Workshops with Industry Focus
Artificial Intelligence for Field Sales in the Consumer Goods Industry
By leveraging artificial intelligence (AI), for example, using the SAP Business Technology Platform (BTP) or the SAP CX AI Toolkit, we empower field sales and optimize B2B sales processes in the consumer goods sector. AI-powered tools support your sales teams in efficient visit and tour planning, the automatic identification of relevant customer potential, the automation of processes, and provide individually tailored recommendations for the next visit.
Your benefits
Targeted support for your B2B customers with customized action recommendations
Faster market response and sustainable increase in sales performance
Improved transparency in the sales process and targeted resource allocation
Sustainably optimizing sales using data
Achieve your growth goals through data-driven strategies, transparent performance measurement, and powerful reporting. With AI-powered CRM systems, automated lead scoring, and digital platforms, we create an agile, customer-oriented sales organization. Continuous enablement of your sales team and the intelligent connection of digital and personal sales channels ensure long-term success.
Your benefits
Increased efficiency and higher close rates through seamless integration of all sales channels
Targeted customer approach at the optimal time with relevant content, supported by AI analyses and automated recommendations
Dynamic route planning for optimal resource use and greater sales success
Shaping the shopping experience of the future
With the Perfect Store concept, you systematically unlock the full potential of each store to optimize both area productivity and the shopping experience. Modern technologies like IoT sensors, real-time data analysis, and mobile apps enable precise management and assessment of the Perfect Store Score. The integration of external data sources—such as local events, competitor activities, or sales trends—provides a holistic view of each location and allows for forecasts and proactive measures.
Your benefits
Prioritization of stores with the greatest optimization potential through objective scorecards and AI analyses
Automated field service action recommendations—individualized for each store and integrated into tour planning
Transparent performance measurement and reporting via centralized dashboards and clearly defined KPIs
Rethinking customer service with SAP Service Cloud
With SAP Service Cloud, you manage all service processes centrally and across channels—from email and phone to social media and self-service portals. Integration with CRM and field service tools gives your team access to all relevant customer and service data at any time, both in the office and on the road. Intelligent algorithms automatically prioritize and route requests for efficient handling and increased customer satisfaction.
Your benefits
Omnichannel service for consistent customer experiences
Real-time access to all relevant customer data
AI-based analysis of service tickets for fraud prevention and support load reduction through chatbots
Always keeping the requirements of the consumer goods industry in mind
With years of industry experience, we know your markets’ challenges and success factors inside out. We share proven practical knowledge about digital sales and service processes, as well as the effective use of modern tools. Creative workshop methods and digital collaboration tools foster joint ideation, enabling teams to develop innovative solutions for industry-specific challenges.
Your benefits
Tailored content with a strong industry focus for field sales, service, and B2B sales
Integration of the latest technologies and trends such as AI, automation, and omnichannel approaches
Practical optimization of sales and service processes using proven methods
Your roadmap to customer centricity
SAP Sales & Service Cloud—perfectly complemented by SAP BTP as an innovation engine for the consumer goods industry
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4brands Reply specializes in the consumer goods industry and supports companies in designing their individual digital transformation processes with innovative IT technologies. The approach of 4brands Reply focuses on the consumer with their customer journey, which the entire value chain of the company is aligned with. The offering includes process consulting and system integration for the key areas of customer experience management, revenue growth management, management of demand-driven supply chains, enterprise management, and management of a digital data platform.