Nortel, SAP Enter Strategic Alliance
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SAP has embedded customer interaction applications from the Nortels Clarify eBusiness Applications unit within its mySAP.com.
mySAP.com provides an open collaborative business environment enabling companies to fully engage their employees, customers, and partners to capitalize on the new Internet economy.
The companies intend to develop and integrate industry-specific customer interaction solutions to enhance collaborative customer relationship management (CRM).
Today, when a problem arises, customers must often navigate between multiple vendors and experience accountability finger-pointing among partners, resulting in long series of inquiries, self-service dead-ends, and a frustrating overall experience.
The new virtual communities of vendors will help ensure that customer issues can be addressed immediately by a single point of contact, regardless of where the problem resides.
Enhancing mySAP.com with Nortels Clarify eFrontOffice, is expected to enable communities of partners and suppliers within a specific industry to collaborate with one another to serve their joint customers through a single point of contact.