Wow, things are happening fast in social enterprise country…. here I was rambling about how nice it would be to integrate Twitter into a SAP ERP system, meanwhile there are obviously people working on that already.
SAP’s social media expert Steve Mann reports from SAP’s recent Business Suite launch event:
“What we’ve done is integrate conversations into enterprise processes so that they are actionable on behalf of the enterprise. These take 2 forms. Conversation -> Process integration and Process -> Conversation.
A good example of Conversation -> Process integration was demonstrated yesterday briefly but to elaborate, by pulling Tweets into the SAP Business Suite and applying a sentiment engine to those tweets, a customer service rep can make those conversations actionable by identifying and emerging customer or brand issue. Someone may be complaining about your product or service. With Sentiment analysis not only can an organization proactively address a looming customer crisis but they can initate corporate processes such as raising a Customer Service Ticket to initiate a problem resolution process.
Going the other way, a super example of Process->conversation integration is the deployment of Marketing Campaigns using Social Channels. Using Business Suite functionality, users can now design and deploy marketing campaigns which can execute over a variety of social environments, including Twitter.”
Markets really are conversations now!
But wait, there’s more: Uwe Fetzer has made his ABAP Twitter client available for download today!
Can’t wait to see where this may be going…