Composable CX Cloud Architecture

Transform your CRM

From On-Prem to Composable CX Cloud Architecture

The challenge

Support service for CRM system on-prem expires - plan the switch to the cloud now

If you are currently working with an on-prem CRM system, you need to be prepared for the support service to end in 2025. Plan now with us the necessary steps to move to the SAP Cloud to remain competitive!

You will be able to use the Composable CX Cloud architecture in a more versatile and value-adding way. With optimally aligned detailed customer data, you will know when and how best to target your customers, be able to deploy resources in a more targeted manner and optimise your sales processes. Get started now so you can leapfrog your competitors using the latest CX Cloud solutions.

Our solution

With the Composable Customer Experience Platform you create the perfect environment for your customers

Composable CX Cloud Architecture

The advantages of a CX Cloud: High flexibility of data exchange, higher user-friendliness, and a future-proof process landscape. Create the optimal conditions for your customer relationship management with the Composable Customer Experience Platform!

Use comprehensive best-practice processes of modern and flexible CX components. A good CRM helps you to determine the behaviour of each individual customer and to get to know their specific wishes. The interaction of the cloud product solutions makes it easier to combine and evaluate customer data distributed in different segments. Create added value for your employees and partners through modern interfaces, a user-centric approach and support in the most important activities.

Composable CX goes beyond CRM

A Composable Engagement Suite for the Complete Customer Journey

The Customer Data Cloud Platform brings together all data on customer contact and interaction, for example, data from Customer Registration & Newsletter Subscription, Single-Sign-On, Self Service Profile Management, Segmentation & Audience Management or Real-time Journey Orchestration.

Composable Cloud CRM
Marketing

Marketing

  • Real-Time Execution
  • Omnichannel Campaigns
  • Marketing Campaign Content
  • Customer Lifecycle Management
  • AI Recommendations 
  • Reporting & Analytics
  • B2C & B2B Marketing  
Sales

Sales

  • Sales Planning, Performance & Forecast
  • Sales Content & Learning
  • Lead-to-Cash Process
  • Opportunity & Lead Management
  • Sales Quotation Management
  • Sales Contract Management
  • B2C & B2B Sales  
Commerce

Commerce

  • Headless Commerce
  • Experience Management
  • Product Content & Data Management
  • Context-driven Services
  • Omnichannel Commerce Management
  • Customer generated Content
  • B2C & B2B Commerce
Service

Service

  • End-To-End Service Processes
  • 360 view on Customer Data
  • Knowledge Base
  • Contact Centre Management
  • Automated Ticket Routing
  • Omnichannel Engagement
  • Chatbot
  • Reporting & Analytics (Insight)
  • B2C & B2B Service  
Loyalty

Loyalty

  • Customer Omnichannel Loyalty
  • Online/POS Earning & Burning
  • Social and Behavioral Loyalty
  • Benefit Management
  • Refer-a-Friend
  • B2C & B2B Loyalty  
Marketing

Marketing

  • Real-Time Execution
  • Omnichannel Campaigns
  • Marketing Campaign Content
  • Customer Lifecycle Management
  • AI Recommendations 
  • Reporting & Analytics
  • B2C & B2B Marketing  
Sales

Sales

  • Sales Planning, Performance & Forecast
  • Sales Content & Learning
  • Lead-to-Cash Process
  • Opportunity & Lead Management
  • Sales Quotation Management
  • Sales Contract Management
  • B2C & B2B Sales  
Commerce

Commerce

  • Headless Commerce
  • Experience Management
  • Product Content & Data Management
  • Context-driven Services
  • Omnichannel Commerce Management
  • Customer generated Content
  • B2C & B2B Commerce
Service

Service

  • End-To-End Service Processes
  • 360 view on Customer Data
  • Knowledge Base
  • Contact Centre Management
  • Automated Ticket Routing
  • Omnichannel Engagement
  • Chatbot
  • Reporting & Analytics (Insight)
  • B2C & B2B Service  
Loyalty

Loyalty

  • Customer Omnichannel Loyalty
  • Online/POS Earning & Burning
  • Social and Behavioral Loyalty
  • Benefit Management
  • Refer-a-Friend
  • B2C & B2B Loyalty  

1. Marketing

  • Real-Time Execution
  • Omnichannel Campaigns
  • Marketing Campaign Content
  • Customer Lifecycle Management
  • AI Recommendations 
  • Reporting & Analytics
  • B2C & B2B Marketing  
Marketing

1. Sales

  • Sales Planning, Performance & Forecast
  • Sales Content & Learning
  • Lead-to-Cash Process
  • Opportunity & Lead Management
  • Sales Quotation Management
  • Sales Contract Management
  • B2C & B2B Sales  
Sales

1. Commerce

  • Headless Commerce
  • Experience Management
  • Product Content & Data Management
  • Context-driven Services
  • Omnichannel Commerce Management
  • Customer generated Content
  • B2C & B2B Commerce
Commerce

1. Service

  • End-To-End Service Processes
  • 360 view on Customer Data
  • Knowledge Base
  • Contact Centre Management
  • Automated Ticket Routing
  • Omnichannel Engagement
  • Chatbot
  • Reporting & Analytics (Insight)
  • B2C & B2B Service  
Service

1. Loyalty

  • Customer Omnichannel Loyalty
  • Online/POS Earning & Burning
  • Social and Behavioral Loyalty
  • Benefit Management
  • Refer-a-Friend
  • B2C & B2B Loyalty  
Loyalty

1. Marketing

  • Real-Time Execution
  • Omnichannel Campaigns
  • Marketing Campaign Content
  • Customer Lifecycle Management
  • AI Recommendations 
  • Reporting & Analytics
  • B2C & B2B Marketing  
Marketing

1. Sales

  • Sales Planning, Performance & Forecast
  • Sales Content & Learning
  • Lead-to-Cash Process
  • Opportunity & Lead Management
  • Sales Quotation Management
  • Sales Contract Management
  • B2C & B2B Sales  
Sales

1. Commerce

  • Headless Commerce
  • Experience Management
  • Product Content & Data Management
  • Context-driven Services
  • Omnichannel Commerce Management
  • Customer generated Content
  • B2C & B2B Commerce
Commerce

1. Service

  • End-To-End Service Processes
  • 360 view on Customer Data
  • Knowledge Base
  • Contact Centre Management
  • Automated Ticket Routing
  • Omnichannel Engagement
  • Chatbot
  • Reporting & Analytics (Insight)
  • B2C & B2B Service  
Service

1. Loyalty

  • Customer Omnichannel Loyalty
  • Online/POS Earning & Burning
  • Social and Behavioral Loyalty
  • Benefit Management
  • Refer-a-Friend
  • B2C & B2B Loyalty  
Loyalty


 

Benefits

Why wait? Good reasons for the switch

Future-proof platform

Future-proof platform

Moving to a scalable, modern and composable cloud architecture enables business agility and is future-proof.
Use innovations

Use innovations

You have access to enhancements and innovations through quarterly release upgrades.
State-of-the-art business scenarios

State-of-the-art business scenarios

Use comprehensive best-practice processes of the modern and flexible CX components.
Customer journey-oriented process landscape

Customer journey-oriented process landscape

Get to know your customers and implement end-2-end processes that ensure a harmonised user experience along all required customer touchpoints.
High degree of expandability

High degree of expandability

The modularity of the individual components of a Composable CX Cloud architecture makes them expandable with less development time and improved reliability and consistency.
Coordinated processes

Coordinated processes

Run processes in the designated components and benefit from seamless integration.
Business User Experience

Business User Experience

Create added value for your employees and partners through modern interfaces, a user-centric approach and support in the most important activities.
Customer Data Clean Up

Customer Data Clean Up

Use the transformation to review and clean up your data and create the basis for making informed decisions and developing efficient strategies.
Future-proof platform

Future-proof platform

Moving to a scalable, modern and composable cloud architecture enables business agility and is future-proof.
Use innovations

Use innovations

You have access to enhancements and innovations through quarterly release upgrades.
State-of-the-art business scenarios

State-of-the-art business scenarios

Use comprehensive best-practice processes of the modern and flexible CX components.
Customer journey-oriented process landscape

Customer journey-oriented process landscape

Get to know your customers and implement end-2-end processes that ensure a harmonised user experience along all required customer touchpoints.
High degree of expandability

High degree of expandability

The modularity of the individual components of a Composable CX Cloud architecture makes them expandable with less development time and improved reliability and consistency.
Coordinated processes

Coordinated processes

Run processes in the designated components and benefit from seamless integration.
Business User Experience

Business User Experience

Create added value for your employees and partners through modern interfaces, a user-centric approach and support in the most important activities.
Customer Data Clean Up

Customer Data Clean Up

Use the transformation to review and clean up your data and create the basis for making informed decisions and developing efficient strategies.
Develop your strategy now to keep up with the competition and pave the way to your future-proof CX solution. Shape your transformation and accelerate your growth in your industry!

Erfolgsfaktoren

Eine integrierte Plattform: Alle Erfolgsfaktoren auf einen Blick

Customer Data Platform

Plattform für Kundendaten

Zentrale Plattform
 

  • zur Pflege, 
  • Verteilung und 
  • Verwaltung von Kundenstammdaten und Interaktionen

Mehr erfahren

Business Domain Systems

Business Domain Systems für Geschäftsbereiche

  • Marketing Automation – Verwaltung hoch personalisierter Kundenkommunikation 
  • Loyalty – Verknüpfung von Offline-Aktivitäten durch Treueprogramm
  • Service – Exzellentes Management von Kundenanfragen
  • Customer Identity – Verwaltung von Zugangsdaten zwischen allen Systemen
  • Sales – Komplexe Vertriebsprozesse skalierbar verwalten

Mehr erfahren

Vernetzung und Analyse

Touchpoints, Analytik, ERP und Erweiterbarkeit

  • Vernetzte Systeme für den Datenaustausch
  • Analyse des Kundenverhaltens
  • Input von jedem Kunden-Touchpoint (E-Commerce, POS, App,...)

Mehr erfahren

Our offering

Our CRM TRANSFORM package offers - Choose your starting point!

CRM Transform Basic Package

Basic Package

Discovery of your CRM On-Prem System

  • SAP Readiness Check & Survey Support 
  • Review of the readiness results
  • Inventory of current business processes, technical setup and data used
CRM Transform Advanced Package

Advanced Package

Basic + Definition of Composable CX Target Platform & Processes

  • Identification of target processes
  • Comparison with best-in-class KPS processes, incl. fit-gap analysis
  • Identification of the required CX components
  • Design of the CX target architecture
CRM Transform Premium Package

Premium Package

Advanced + Implementation Planning of the new CX Platform

  • Transformation workshops & CX roadmap
  • Showing the way from the as-is architecture to the to-be architecture
  • (Multi) project planning and implementation
  • Schedule and milestone planning

Transformation Journey

Die erfolgreiche Schritt-für-Schritt-Transformation

Analysis

Assessment (Explore)

Analysis

Identification of business processes, technical setup and architecture
Best-In-Class

Assessment (Explore)

Best-In-Class

Identification of target processes and architecture based on KPS best practices
Proposal

Innovate & Design

Proposal

Comparison of current and future processes & architecture

Module & Partner

Modulare Infrastruktur als Erfolgsprinzip für Ihre technologische Transformation

Ausgehend vom Prinzip der Modularität gestalten KPS-Marketingexperten automatisierte Marketing-Systeme mit maßgeschneidertem Aufbau. Durch die Integration interoperabler Funktionsbausteine auf einer modularen Plattform sind reibungslose Prozessabläufe sichergestellt und das symptomatische Herumdoktern an mangelhaften Features erübrigt sich. 

Business Process Driven

Business Process Driven

Your industry-specific end-to-end scenarios are fully covered.
Unified Experience Layer

Unified Experience Layer

Consistent user experience along all required touchpoints.
User Experience Landscape

User Experience Landscape

MACH-certified digital integration platform.
Business Operations Landscape

Business Operations Landscape

12 platform domains, combinable with the most suitable software products.
Business Process Driven

Business Process Driven

Your industry-specific end-to-end scenarios are fully covered.
Unified Experience Layer

Unified Experience Layer

Consistent user experience along all required touchpoints.
User Experience Landscape

User Experience Landscape

MACH-certified digital integration platform.
Business Operations Landscape

Business Operations Landscape

12 platform domains, combinable with the most suitable software products.

Das Team

Sichern Sie sich die Unterstützung von CX-Spezialisten

Unser Ziel ist es, ein Beratungspartner zu sein, dem unsere Kunden vertrauen können. Wir ziehen es vor, Projekte durchzuführen, bei denen wir Teil der gesamten End-to-End-Reise sind, von den Discovery-Workshops über die Implementierungsphase bis hin zum laufenden Support. So haben unsere Kunden einen Partner, auf den sie sich verlassen können, und müssen sich nicht um Fehler in der Einrichtung nach dem Go-Live und der Hypercare kümmern. 

Stefan Borchert

Stefan Borchert, Principal

Experte für Marketing Automation
Dr. Lucas Calmbach

Dr. Lucas Calmbach, Partner & Head of Customer Engagement Solutions

Experte für CX

Contact

Start now to keep up with the competition and take advantage of the latest CX Cloud solutions!

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KPS

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More insights

Everything that is important and becomes important.

Customer Experience & Marketing

Holistic CX

Kundenerfahrung & Marketing

With personalised customer journeys that are consistent across all touchpoints and the seamless integration of customer experience and business processes, successful companies create effective customer experiences, build stronger customer loyalty and ensure operational excellence. KPS is your partner if you want to effectively harness the power of this highly efficient customer centricity.

Start now

Instant Personalisation with KPS

Customer Experience

Instant Personalisation with KPS

Only holistic personalisation becomes a fast-acting success booster. That's why we call it Instant Personalisation. No matter where your company is at the moment, KPS will quickly bring your CX to a market-leading level, with comprehensive expertise in all areas of CRO/UX, Loyalty, ME Automation, CME and Customer Data Profile.

More Information

Hyper personalisation

KPS Marketplace

Does your business have Marketplace potential?

More and more e-commerce sales are generated on marketplaces. They offer operators unique economic and strategic advantages. That is why many online traders are considering expanding their business to a marketplace. But not every business is suitable.

Marketplace-check

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