Sprinklr and hybris partner to Bring Social Experiences and Business Processes Seamlessly Together
Munich & New York – 1 April, 2015: Sprinklr, the world’s most complete enterprise social technology, and hybris software, an SAP company, today announced a strategic partnership that will seamlessly bring social experiences together with business processes like e-commerce, sales, customer service and marketing. The integration between the Sprinklr Experience Cloud™ and hybris’ new market-leading business platform as a service (YaaS) offering will transform the role of social in the customer journey, making it more actionable than ever before.
With customer data sitting in silos across any organization, one of the biggest challenges businesses face today is bringing data from sources like CRM, historical transactions and web browsing together, to achieve a 360-degree view of a customer when they are engaging on owned channels like social media sites, websites, community sites, support sites or forums. This often causes friction and disruption when the customer journey moves into different parts of the organization like sales, marketing or customer service.
With hybris YaaS and Experience Cloud™, for the first time ever, brands will be able to seamlessly link First Party Experiences (FPX), such as customer forums, advocacy programmes, ratings and reviews, and gamification directly with their organization’s business processes. The result will be more valuable and consistent management of the social customer journey -- from awareness to purchase to advocacy, across third party social solutions, brand websites, and devices.
Ragy Thomas, founder and CEO of Sprinklr, comments: “Sprinklr passionately believes that the days of channel-centric and function-centric thinking are numbered, as marketers continue down the path of digital transformation. We selected hybris YaaS as our integrated platform for Experience Cloud™ because we are convinced that hybris and YaaS are at the forefront of helping marketers everywhere break down silos in the customer journey. Both companies share a commitment to bridging the gap between social and side-side experiences and commerce transactions to deliver valuable customer experiences at every touch point.”
Launched in limited availability on Tuesday, the Sprinklr Experience Cloud™ offers brands a customer-first view of the data, as opposed to the traditional silo, functional or channel-centric view of data. The integration with hybris YaaS will enable companies to connect that view with other data sources within an organization, allowing it to serve the customer more effectively. This might be offering a ‘Buy Now’ button, with address and payment information pre-loaded, to a customer, without leaving their social channel; or using data from social channels to personalize an outbound marketing message.
Carsten Thoma, President at hybris comments: “Sprinklr’s channel and function-agnostic view of business is perfectly aligned with our own. Today, a 360-degree view of a customer isn’t enough. You need to be able to combine browsing, transactional, social and other forms of information together to understand what a customer wants or needs at any given moment in time. By bringing hybris YaaS together with Sprinklr and its pioneering new Experience Cloud™, we have created the market’s most complete customer experience management (CXM) platform.”
Sprinklr is the most complete enterprise social media management technology in the world, purpose-built for large companies to drive business outcomes and manage customer experiences across all touch points. Called "the most powerful technology in the market" by Forrester, Sprinklr's fully integrated social experience management software powers more than four billion social connections across 77 countries. Headquartered in New York City with almost 700 employees globally, Sprinklr is revolutionizing customer engagement for almost 800 of Fortune’s top enterprise brands, including IHG, Intel, Microsoft, Samsung, and Virgin America, and partners like Accenture, Havas, and Razorfish. For more information, visit sprinklr.com or tweet us at @sprinklr.