SAP Sales Cloud: Automating Feedback Management

SAP Sales Cloud enables efficient optimization of business processes. Today, I’d like to share one of our team’s success stories — the case of successfully automating product sample feedback collection and management.
Until recently, sales managers manually sent product samples to customers, collected their feedback, and tried to organize it for further analysis. The lack of a unified process led to:

● Lack of control over sample dispatches and received feedback.● Limited ability to quickly analyze sample effectiveness and make informed business decisions.● No reminders for managers to collect feedback during customer visits.

The Solution

Since the Order Management and Visit Execution processes were already automated in SAP Sales Cloud, the logical next step was to integrate sample management into the existing business flows. This allowed us to:● Automate all stages of the process, making them transparent and controlled.● Simplify the management of sample requests and feedback collection.● Enable deeper analysis of received feedback using SAP’s analytical tools.
To implement the solution, we used standard SAP Sales Cloud objects, minimizing the need for additional development:● Sales Quotes – We added a new reason code “Sample Sale” to better manage requests.● Marketing Attributes – Introduced a special attribute to identify customers participating in the sample testing program.● Target Group and Product List – These are automatically generated based on predefined criteria, simplifying process management and feedback collection.● Surveys – Automatically added to customer visits to facilitate feedback collection.● Analytical Reports – Allow the business to assess the effectiveness of product sample testing.

Throughout the development, we followed the Clean Code principles in SAP. This approach improves code quality, simplifies future scaling, and reduces the likelihood of errors.
Integrating SAP Sales Cloud with the SAP Integration Suite enabled automation of several processes using OData requests, delegating data validation and processing to scripts and Integration Suite tools. This significantly reduced manual efforts and increased the accuracy of data analysis.

Thanks to the automation of the feedback validation process, the customer reduced manual work, improved the accuracy of analysis, and sped up feedback collection. Sales managers can now quickly create sample requests and collect feedback via mobile devices, enabling more effective responses to customer needs.
Full transparency of all stages of interaction with product samples improved control, while advanced analytics tools provided the flexibility to evaluate the effectiveness of samples and understand customer preferences.

Also read:● Maximizing Customer Visits: How SAP Sales Cloud Helps Organize Visits and Increase Sales.● Creating a Custom Solution for Mass Task Copying in SAP Sales Cloud Using SAP BTP and SAP Build Apps.

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