Customer Experience Management

Create Customer Experience and Integrate Brand Ambassadors

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Privacy

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

THE EXPERIENCE MAKES THE DIFFERENCE

Creating customer experiences is an important driver in sales and marketing, especially in the consumer goods industry. Only those who position a brand or a product as an experience for their customers will create long term loyalty and make customers into advocates of their own products among their friends and on the well-known social media platforms.

LONG TERM CUSTOMER LOYALTY THROUGH INNOVATION

On the part of a company, there are many ways to design a customer experience and support it in terms of processes. 4brands Reply supports the development and implementation of innovative solutions based on many years of experience in process and IT consulting.

THE OFFERING


Sales Excellence

Sales Excellence

SUSTAINABLE INCREASE IN SALES PERFORMANCE


Sales Excellence describes the consistent achievement of your key growth targets through strategic, overarching initiatives. A wide range of measures are used - from enablement and training to the alignment of the corporate culture and the use of supporting tools. Together, these factors create an environment that builds and supports high-performing salespeople and delivers outstanding sales results.

The advantages

  • Increased efficiency of sales contacts through the integration of digital sales channels and targeted support by the field sales force
  • Sales staff can serve customers at the best possible time with appropriate content and suitable sales channels
  • Efficient visit planning thanks to KPI-supported tour planning
  • Powerful reporting and analysis of sales performance for the targeted management of sales tasks

Perfect Store

Perfect Store

CREATE A SEAMLESS SHOPPING EXPERIENCE


Perfect Store describes a concept that offers great benefits for all consumer goods companies. The idea is to identify the value that a single branch, store or outlet currently delivers to the company and to derive conclusions and actions to maximize it.

The advantages

  • Identify shops with the highest optimization potential using the Perfect Store Score
  • Focus on customers who need more support, thereby reallocating them to more profitable actions
  • Generate action points on which the field sales representative should focus during their visit
  • Integrate third-party data taking into account influencing factors such as local events, sales data and weather forecasts for better predictions
  • Additional benefits through our tour planning solution

Consumer Engagement

Consumer Engagement

MORE THAN A ONE-SIZE-FITS-ALL APPROACH TO MARKETING


With the help of the Customer Data Platform and Customer Data Cloud, you can combine all first, second and third party data into a holistic customer view. With SAP Marketing Cloud and Emarsys, we recommend two of the leading solutions for B2B as well as B2C marketing. What's more, you can obtain targeted feedback, through surveys with Qualtrics for example.

The advantages

  • Respond flexibly to the market through real-time segmentation of relevant customer profiles
  • Control personalized campaigns across a wide range of channels
  • Gain deep insight into your customers' behavior and needs with ML algorithms and AI
  • Predict customers' purchase probability and product affinity

Commerce

Commerce

CREATE OMNICHANNEL SHOPPING EXPERIENCES


With SAP Commerce Cloud, you can create exceptional omnichannel buying experiences for your B2B and B2C customers. If you focus primarily on B2C business and D2C, we offer you the optimal solution with SAP Upscale Commerce.

The advantages

  • Convince customers to buy your own products when browsing the Internet - whether at home on a laptop or on the go on smartphones and tablets
  • Provision of a complete Product Information System (PIM) including smart functions, such as the automated suggestion of products
  • Seamless integration with your back-end systems to process orders in real time
  • React quickly and flexibly to new customer touchpoints thanks to a mobile-first mindset
  • Short-term, cost-optimized set-up of a web shop thanks to easy integration into existing system landscapes

Customer and Consumer Services

Customer and Consumer Services

SUSTAINABLE MANAGEMENT OF ALL SERVICE REQUESTS IN ONE SYSTEM


The SAP Service Cloud enables the sustainable management of all service requests in one system. Support can take place via various channels. In combination with the SAP Sales Cloud, this results in seamless interaction with the sales processes and thus holistic customer support. An attractive business portal also enables an intuitive and appealing user experience.

The advantages

  • Provide customers with individually suitable services on the basis of a dynamic assignment of different service level agreements
  • Detect weaknesses in service performance with the help of self-configurable analysis tools
  • Business Portal as a central entry point for apps and services from business partners thanks to efficient and simplified data exchange
  • Reduce the number of requests received by the service department and offer self-service to consumers

SIGNPOSTING THE CUSTOMER JOURNEY


4brands Reply enables optimal alignment of your business processes:
  • Sales – Based on the modern cloud solution from SAP, we offer a CRM solution that enables collaboration between and across all lines of business. What's more, our portfolio includes various solutions for mapping consumer-goods-specific processes.
  • Marketing – With our process know-how and customized solutions, we support your marketing managers in all process steps, so you can address your consumers with relevant content at the right time.

  • Key Account Management – In key account management, we support you with various solutions in the areas of customer meetings and listings, action and promotion planning as well as price and condition planning.
  • Commerce – Our solutions offer your commerce experts lean processes and systems that can implemented quickly and seamlessly integrated with your marketing and sales activities.
  • Service – The customer experience is rounded off with an efficient and competent Consumer Service that can answer customer inquiries via all channels, such as social media, telephone or e-mail. Our experts can provide you with support in process design and implementation.
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    4brands Reply

    4brands Reply specializes in the consumer goods industry and supports companies in the design of their individual digital transformation processes with innovative IT technologies. 4brands Reply's approach focuses on the consumer with his Customer Journey, which covers the entire value chain of the company. The offer includes process consulting and system integration for the core areas of Customer Experience Management, Revenue Growth Management, management of Demand-driven Supply Chains, Enterprise Management and management of a Digital Data Platform.