Transforming Customer Engagement For The Digital Age

SAP Value Added Reseller | UK’s first SAP CRM Recognised Expertise Partner

Gauri Engaged As hybris Integration Partner

Gauri Achieves UK’s 1st SAP CRM Recognised Expertise Accreditation

Gauri Achieves SAP VAR Accreditation

Sales and Service

scCustomerInsight

Deliver a compelling customer experience with a 360 degree view.

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Marketing

scSAPC4C

Achieve real-time, personalised and contextual marketing for every customer.

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Analytics

Netweaver

Ever wondered how to be in control in this ever-transforming world?

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B2B Commerce

Distribution

Are you geared up for the consumerisation of B2B commerce?

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B2C Commerce

Retail

Omni-channel consumer experience: No longer a nice-to-have.

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Integration

SocialCRM

Don’t lose the gains of best-of-breed hybrid solutions to poor integration!

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Grants Management

Grantor

Optimise your grants funding, ensuring every penny is worth its spent.

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Citizen Services

SocialService

Save costs, streamline processes. Harness the power of self-service portals.

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Don't just take our word for it!

CMS-GauriThis is what our client says!

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HANA

SocialCRM

HANA: Where volume and speed do not clash with each other.

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User Experience

scSAPHana

Renew your SAP solutions through a transformed user experience.

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OUR STORIES AND VIEWPOINTS

Technical Articles | White Papers | Journals | Case Studies

Mangoes – sweet and aromatic!

Roughly a fortnight ago, I bought a box of mangoes from Sainsbury’s. To my disappointment, the first two Mangoes I picked up from the box were neither ‘sweet’, nor ‘aromatic’, as the label on the box suggested. Feeling the disappointment, and a loss of £4, it took me seconds to pick my phone and I tweeted. “@Sainsburys Mangoes – Neither sweet nor aromatic” Within minutes, I had a response from @Sainsbury’s, and their customer service representative offered a full refund without any questions. However, his politeness and responsiveness made me stop and think. Instantly, I felt bad, because Sainsbury’s cannot possibly check all the Mangoes in every box! Why did I then tweet about it? I could have picked my phone and instead of tweeting, I could have dialled their customer services or maybe written an email. The question hammering in my head was ‘why did I choose to tweet? Why did I go global with my complaint?’ It did not take me long to find answers to my question: It is easy to ‘Tap, Type & Post’ Yes, with the ever-alive connectivity with Facebook, Twitter, Instagram, Pinterest – a tap, few types and post – Job Done. You don’t need to call anyone and probably wait in queue, find an email address to disclose your identity or take all the efforts to go to the merchant to return the goods. Social media has made ‘complaining’ easy (sic). Belief that you will be heard only when you shout In our subconscious mind, we all believe that unless many people hear about my complaint, the merchant will not feel the... read more

What will your customer buy from you next?

What will your customer buy from you next? To be able to answer this question you need to think like a buyer. Buyers do research via many different channels. They have preferences which are derived from both business and personal likes and dislikes. Understanding your customer and the channels they use to buy your products is the key to sales and marketing success. Many buyers can be up to 70% through the buying process before they contact a seller according to research done by Forrester. Marketing and sales have their work cut out to sell to these well informed buyers. The best way to influence the buyer and create a sense of urgency is to take the buyer on a journey. The Buyer’s Journey is an idea coined by Hugh Macfarlane the author of the thought provoking book The Leaky Funnel, which explores the way businesses buy. It focuses on increasing customer revenue by finding the buyers problem and sending this message out into the market with improved alignment of sales and marketing activities. The start of the buyer’s journey depends on your particular buyer but 93% of business buyers use online searches to begin the purchasing process. The buyer’s journey is not a single channel one so businesses need to think omni-channel when creating content and ensure it is seamless across all channels. The content should create a preference to buy and it is useful to remember the power of a good story. ‘Tell me a fact and I’ll learn. Tell me a truth and I’ll believe but tell me a story and it will live in my... read more

How engaged are you with your customers?

Everyone’s talking about Customer Engagement. All of us have become marketers; the interactive touch points with the customers are now spread across various departments. Hence, customer engagement has become everyone’s responsibility. Engagement can happen through many channels, including content consumption, website page views, email opens, paid and organic search clicks, call centre interactions, likes and follows, tweets and retweets and referrals. Increasingly, customers are driving companies to be more proactive and customer centric. Providing a positive customer engagement and valuable experience is a key differentiator for companies that will drive customer loyalty.  With the added action of advocacy, the best customer engagement allows companies to build a truly virtuous cycle. Customers disclose so that your company can learn even more about them… you create offerings that your customers like even more… and your customers become even stronger advocates of your products and brands. Companies are facing a huge challenge to move beyond a function-by-function view of their customer to improving the coordination of customer interaction across the increasing the number of touch points. Underpinning technology will play a crucial role for companies that strive for this improvement and we believe that if they start by validating their technology and business model against the 4 points as mentioned below, they are going to achieve a superior customer engagement model: Consistent service and message across all channels Customers are looking for a continuous, integrated, effortless and seamless experience across all touch points, interactions and devices, especially in the self-service and mobile support channels. To meet these expectations, companies need to streamline the internal customer engagement process to deliver quality support and relevant... read more

I’m sorry caller – my system is slow, I’m waiting for your data to load…

It’s no longer an acceptable situation to have to sit in a call centre and make excuses for a lack of system response, in order to respond to a customer enquiry. Every organisation invests in Business Intelligence and Analytics Solutions to give their users information that can help them drive smarter processes, improve performance, and become more effective in everything they do – but it doesn’t always “just happen”. Users are still required to launch and login to various applications in order to get the essential information. Single sign-on solves the problem partially, wherein users are not required to provide their log on credentials every time they launch a new application, but the additional efforts of launching multiple applications still remains. We went one step further to provide our customer with all relevant information on a CRM home page by establishing a smarter way of integration with both SAP and non-SAP Business Intelligence and Data exploration tools. This arrangement has helped the users in customer facing roles to respond immediately and make faster and more informed decisions. These integration scenarios can be designed for SAP BO and various other non-SAP business intelligence solutions like Cognos, which offers an environment to design reports that use corporate data from multiple SAP and non-SAP sources. QlickView serves as the implementation example for all other solutions under the non-SAP category because the same implementation principals can be applied to the others. QlickView Once the QlikView connector is deployed, the SAP front end can interrogate the QlikView applications that are tied directly back to their MM, FI, SD, CO, CRM and other SAP modules.... read more

The Mobile Enterprise – which way forward?

Since the Millennium, some 52% of the Fortune 500 companies have ceased trading, with a failure to keep up with new technology being given as a contributory reason. They were out-innovated by their competitors and could not simplify their collaborative interaction. Today, companies have to give their customers and employees 24/7 access to timely and relevant enterprise data – any time, anywhere – i.e. On Demand and On Mobile. This hi-availability information promises increased productivity and a simplicity in the user interaction – both having a positive impact on profitability. The decision to move to a mobile platform is not made lightly, but once it has been taken, the strategy written and the technology selected, the implementation begins. For those contemplating this journey, the following very different examples of how Gauri has implemented mobile solutions for our SAP customers might give you some food for thought: 1. Bespoke SAP CRM Service application on third party mobile devices: This customer with a significant field service team needed to upgrade old technology PDAs with customised applications to new mobile devices that would integrate the call centre with the scheduler and installation information. The Service Engineers could get linked to their job details, allowing real-time access to resource and location information. New layers of integration were introduced, based upon File Transfer Protocol (FTP). This is an extremely customisable and easy-to-develop approach, with relatively lower costs associated with infrastructure and licence. An offline mode is also fully supported. There are some notes of caution, worth considering, with this approach. A comprehensive bespoke error handling and reprocessing framework was developed, consequently requiring thorough testing. The correct... read more

Our customers come back to us and ask for more

Gauri is a growing SAP partner, already well recognised for its project delivery expertise, but time and again we have delivered beyond customer expectations in both core and non-core areas. Steering a business transformation programme to its successful outcome is a challenge, and even more so in multi-vendor engagements. We have been introduced into numerous situations where programmes were losing direction and struggling to deliver on their promises, but going beyond our contractual brief, we have worked shoulder to shoulder with our customers to re-focus these programmes and get them back on track. Our collaborative and Customer First approach has earned us recognition as a valued partner that our customers can depend upon to deliver, even within highly complex and politically sensitive projects. One of the UK’s leading suppliers of safety equipment has selected Gauri as integration partner for an ERP / CRM / hybris integration programme: busy SAP landscape including ERP and CRM hybris was the platform of choice for an e-commerce project a strong integration implementation partner with SAP ERP, CRM and hybris integration knowledge was required Gauri was the partner of choice and we are currently working to realise the end-to-end vision for e-commerce in an integrated landscape, and help shape the complete Customer Engagement and Commerce (CEC) roadmap for the customer One of the UK’s most reputable suppliers of bathroom products and furniture has retained Gauri to optimise their SAP ERP and Analytics landscapes: Gauri took over the support function of the existing ERP solution (without any knowledge transfer), and has been delivering ERP support and ongoing improvements We architected and delivered the re-implementation of... read more

The Data Conundrum – Transitioning into the big data world

From the time when cavemen were out hunting to provide for their families, raw data has fed decision making. Data is all around us. We can see, touch, hear, taste and smell incredible amounts of data on a daily basis. The human mind is so beautifully complex that it can process, understand, correlate, store, retrieve, and extrapolate this data, turning it into information that allows us to make decisions every waking moment of our existence. We have always tried to rationalise information around us in order to collaborate and reuse and pass on the intelligence that we gather from the data we encounter. From cave drawings that recorded hunting tools and strategies to outwit larger and more powerful animals, through the scrolls and carvings of older civilisations that depicted the way of life, to the millions of books that fill libraries and educational institutions all around the world, we strived to share the collective wisdom that drives our understanding and our existence. Over the last few decades, computer technology has been harnessed to simplify the process of turning data into timely and relevant intelligence. In effect, we have tried to make technology do what the human mind has always been doing. However, the internet revolution, mushrooming trends of smart devices, social media and key enablers like the Internet of Things have all contributed to the generation of immense volumes of data. Thus we are being constantly pushed to find technological innovations that will allow us to keep on top of, and make sense of the increasing volumes of data and complex information around us. This incredible revolution of ‘Big... read more

A Guide to identifying right platform & technology

Every philanthropic organisation or charitable trust in today’s digital world has a huge responsibility for its public image and the way it is perceived by people who are directly affected by its activities and the wider community in which it operates. The key challenges such organisations face are: Need for transparency and accountability in the way funds are collected and distributed Need to identify and optimise every penny that is handled by them Need to demonstrate the outcomes of their activities and the changes their efforts have brought to the local community, society, country or environment Need to align their activities with their own organisational goals In order to address these challenges, these organisations have to ensure that the right processes and tools are used to manage expectations and deliver value. IT is a key enabler in this regard to deliver on business process efficiency targets and the choice of appropriate technology. The important criteria that needs to be considered in the choice of an ideal platform to address business challenges are: Scalability in terms of technologies and functionality Accessibility for All and Device Agnostic Ease of use and manageability Analytics capability for quick and comprehensive reporting Scalability (hardware and software) Modern day demands lead to constantly adapting requirements, like need for online solutions and use of social media which are disruptive in nature and have profound impact. Any new platform has to have strategies in place to cope with such disruptions quickly without affecting day-to-day operations. Accessibility The solution needs to be accessible for everyone (including differently abled users), due to the nature of operation or business. On global... read more

Adopting a PaaS strategy with SAP HANA cloud platform

Adopting an ever-changing technology to meet business needs and problems is a constant challenge faced by CIOs in many organisations today. In order to focus less on hardware scaling, networks, databases and server and more on rapidly delivery of applications and solutions to address business needs, they can look to adopt a Cloud Platform or Platform as a Service (PaaS) model that will enable them to be completely aligned with the business. The HANA Cloud Platform is a PaaS offering from SAP with some great services. It is in-memory, and allows customers to build new applications or extend existing On-Premise or Cloud applications. Here are five reasons to consider this option. 1. Open and Standard Based with Multiple Runtimes The HANA Cloud Platform is based on open and industry standard based technologies. It supports multiple run times to deploy Java, Native HANA or HTML5/SAPUI5 applications. 2. Flexible Licensing options The platform comes with flexible licensing options, from licenses for just getting additional SAP HANA Infrastructure to getting the complete platform services with features for building, deploying and maintaining applications on the cloud platform. 3. Access to In-Memory Technology – HANA DB One of the key advantages for customers is getting access to the SAP HANA DB and its services. Customers can build Native HANA or Java applications which taps into rich feature set of SAP HANA. For example, customers could be building SAPUI5 applications which uses advanced features of the Predictive Analytics Library on the backend. 4. Access to the mobility platform The value of adding a mobility scenario can never be discounted, but if the number of mobile users... read more

A synopsis on SAP based Order-to-Cash: Architectural Options

With complex and ever evolving business requirements, and increasing demand for ease of use and efficiency, it is crucial that the right architecture/ solution is chosen to derive the maximum ROI and value add for the customer. Though this blog will focus on the various options (at a high level) that are available for a SAP Based ‘Order to Cash’ flow as an example, these options are applicable for other business processes as well. It would not be possible to single out a single option as the recommended approach as each solution has its pros and cons and the ‘best-fit’ solution would depend on a combination of factors including the customer’s existing landscape, scalability, requirements, scope and budget. 1. ECC Based Process – Standalone In the good old days, an ECC implementation would have been sufficient for an ‘Order to Cash’ flow and for many of the other business processes – ECC was the ‘integrated suite’. However, ease of use and quick access to relevant information wasn’t one of its strong points. It is quite tedious and cumbersome to create a sales order via VA01 (for example) – resulting in increasing customer demand for user friendly applications. It is important to keep in mind that SAP ECC integrated with other related SAP products would be a better fit if the following priorities are taken into consideration: the rapidly evolving requirements for new business functionalities ease of use features, information at ‘fingertips’ to improve efficiency associated implementation costs the drive to consolidate and optimise the system landscape 2. ECC Based Sales Orders via Lean Order Management If the system landscape already... read more