Specialty
SAP BTP
Governed integrations, Fiori extensions, and automations that keep the core clean and accelerate innovation.
Customer Experience
Customer Experience: marketing, sales, and service in one journey.
Customer Experience with SAP CX, Dynamics 365 Sales, and Amazon Connect: customer data, marketing, sales, service, and contact center integrated with your ERP.
Customer engagement hubToday's interactions by channel
- Voice · Amazon Connect46%
- Chat and messaging31%
- Self-service15%
- Email8%
- Case 10482 · product exchangeResolved
- Late order · B2B customerEscalated
- Qualified lead → Sales CloudSent
- Retention campaign · EmarsysScheduled
- commerce, sales, service, marketing, and customer data
- SAP CX
- a single customer view across every touchpoint
- 360°
- cloud contact center with managed Amazon Connect
- AWS Partner
Overview
Every customer interaction informs the next one.
Customer Experience is how marketing, sales, digital commerce, and service show up for the customer. When each team runs its own system and database, customers repeat information, receive offers out of context, and wait longer than they should.
Grupo Intelsis starts with strategy: we assess maturity, design the priority journey, and choose the platform. We implement the SAP Customer Experience portfolio, Microsoft Dynamics 365 Sales, and cloud contact centers with Amazon Connect.
What sets us apart is the connection to the back office. Unified profiles, campaigns, opportunities, and cases work with ERP orders, inventory, and invoices, so every interaction uses the same data and the experience is measured end to end.
Highlights
- CX strategy and omnichannel journeys
- Unified data with SAP Customer Data Platform
- Marketing automation with SAP Emarsys
- Sales and service with SAP Sales Cloud and Service Cloud
- Cloud contact center with Amazon Connect
Why Grupo Intelsis
Strategy, platform, and integration from one partner.
Strategy before tools
A maturity assessment, priority journeys, and CX governance define what to implement first and how to measure it.
SAP Gold Partner
SAP consulting, support, licensing, and solutions, with the front office connected to your ERP and back-office processes.
AWS Partner
Cloud contact center with managed Amazon Connect, integrated with CRM, customer data, and service history.
The right platform for your scenario
We recommend SAP CX or Microsoft Dynamics 365 Sales based on your ERP and processes, backed by more than 10 years of Dynamics 365 experience.
Capabilities
From strategy to service, with connected data.
We combine business consulting, CX platforms, and integration so marketing, sales, and service work with the same customer.
CX strategy and maturity
Maturity assessment, loyalty and retention strategy, and experience governance across business units.
Omnichannel journeys
Journey design for marketing, sales, and service, with context handed off seamlessly between channels and teams.
Unified customer data
SAP Customer Data Platform to consolidate profiles, segment audiences, and analyze behavior and purchase intent.
AI-driven personalization
Real-time recommendations and offers based on each customer's history and context, across every channel.
Automation and self-service
Automated marketing and sales workflows, chatbots, and self-service assistants that free teams for complex cases.
Cloud contact center
Managed Amazon Connect for voice and chat, with bots, intelligent routing, and customer history on the agent's screen.
ERP and CRM integration
Orders, prices, inventory, and invoices synchronized across CX platforms, digital commerce, and SAP S/4HANA.
Experience metrics
NPS, CSAT, SLA compliance, conversion, and retention tracked in dashboards that guide each new wave of improvements.
Focus areas
Four fronts, one customer.
Each front answers a different business question. We start with the one that matters most for revenue or satisfaction.
SAP Emarsys
Marketing
How do you reach each customer at the right moment, on the right channel?
- Segmentation with unified data
- Automated campaigns
- Loyalty and retention
- Real-time personalization
SAP Sales Cloud
Sales
How do you give sales reps a complete view of every account?
- Leads and opportunities
- Quotes and sales forecasts
- ERP pricing and inventory
- Dynamics 365 Sales as an alternative
SAP Commerce Cloud
Digital commerce
How do you sell online to businesses and consumers without disconnecting the ERP?
- Catalog, pricing, and inventory
- Cart, payments, and promotions
- AI-powered recommendations
- Logistics integration
SAP Service Cloud
Customer service
How do you resolve issues on first contact, on any channel?
- Cases and tickets
- Intelligent routing
- Contact center with Amazon Connect
- Field service integrated with SAP
- SLA, NPS, and CSAT
Reference architecture
From first contact to billed order, on the same data.
CX platforms manage the relationship; the ERP remains the source of orders, inventory, and invoices.
Channels
Website, app, email, stores, sales reps, and the contact center capture every customer interaction.
Customer data
Unified profiles, consents, and segments become available to every business unit.
Engagement
Campaigns, offers, and digital commerce use that data to personalize every touchpoint.
Sales and service
Opportunities, quotes, and cases give every rep and agent the customer's full context.
ERP and integration
Orders, inventory, prices, and invoices synchronized with SAP S/4HANA through governed integrations such as SAP Integration Suite.
How we work
From the first journey to continuous improvement.
Free 30-minute assessment
A focused conversation about channels, data, systems, and the journey moments that most affect conversion and retention.
Journey co-design
The priority journey, data, integrations, and metrics defined with marketing, sales, service, and IT.
Agile delivery in waves
Implementation in short iterations, with frequent validation and each channel going live when it is ready.
Go-live, adoption, and evolution
A supported go-live, hypercare, team training, and continuous optimization guided by metrics.
Frequently asked questions
Questions about Customer Experience
Do I need SAP S/4HANA to use SAP Customer Experience?
No. SAP Customer Experience solutions run in the cloud and can be integrated with other ERPs and systems. With SAP S/4HANA, however, integrating orders, prices, inventory, and invoices is more straightforward, and we connect them through governed integrations such as SAP Integration Suite.
Do you work only with SAP platforms?
No. We recommend the platform that fits your scenario. In addition to the SAP Customer Experience portfolio, we implement Microsoft Dynamics 365 Sales, backed by more than 10 years of Dynamics 365 experience, and cloud contact centers with Amazon Connect as an AWS Partner.
How does a contact center with Amazon Connect work?
Amazon Connect is the AWS cloud contact center. We configure queues, contact flows, routing, and self-service bots, bring customer history to the agent's screen, and run the environment as a managed service.
Where should a Customer Experience project start?
With the journey that matters most for revenue or satisfaction, such as lead capture, repeat purchases, or after-sales service. In the free 30-minute assessment, we map channels, data, and systems and recommend the first wave, with metrics to track progress.
How do you measure results?
Metrics are defined during co-design: conversion, retention, resolution time, SLA compliance, NPS, and CSAT, among others. They live in dashboards that business teams follow, and they guide the improvements in each new wave.
Keep exploring
Solutions that connect.
Next step
Which customer journey should we improve first?
Book a free 30-minute assessment and leave with a clear view of your channels, data, and priorities.