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Bridge-x Customer 360

Your gateway to the most comprehensive customer information

Every business needs customer information to function efficiently and effectively. With the growth in the number of customer "touch-points", internal software applications that contain customer data and multiple sales channels, it is no longer simple to maintain an integrated view of the customer for effective marketing, sales, service and order management.

Bridge-x Customer 360 allows you to integrate customer data in real-time from backend ERP, CRM, call center applications or just about any other third-party systems.

Bridge-x Customer 360 is customizable by role – so your company's account managers, customer service agents, credit managers and order management staff can customize their own personal views
Bridge-x Customer 360 comes with its own "widget gallery" that can be extended by your IT team – e.g.: sales analytics, performance scorecards etc
Bridge-x Customer 360 runs on Netweaver technology from SAP – trusted by several hundreds of companies around the world
Bridge-x Customer 360 is tightly integrated with your business processes in SAP so your internal users and external users are always on the same page
Secure role-based application with complete integration with SAP ERP and CRM systems.
Flexible and customizable – wide range of widgets available, from order status to invoicing to sales analytics etc.
Allows you to share leads and opportunities with your distributors and channel partners.
Intuitive user interface for critical tasks like quote generation, order entry, product availability and pricing
All data is always stored in your backend applications like SAP ERP, CRM, SFA etc.
Ability to provide mobile access (e.g.: iPad) for your users.

Improve sales efficiency

Make it easy for sales teams to find information about their accounts and prospects

Improve sales effectiveness

Provide directional guidance to sales users by giving them fast and convenient access to rich customer information including buying trends, top contacts, pricing, account hierarchies etc.

Enable Sales, Marketing, Customer Service, Finance (and others) be on the same page

Share 360° view of the customer with all your customer-facing teams to facilitate internal communication and improve the customer experience.

Bridge-x Connect for Distributor management has been developed on SAP Netweaver CE. The solution also utilizes technologies such as JavaScript (ExtJS), HTML etc for user interfaces.

For non-mobile deployments, Bridge-x Customer 360 requires the following environments: SAP Netweaver CE (7.2 or higher).

It is assumed that you already run SAP ERP (version 4.7 or higher; preferably ECC 5.0 or ECC 6.0), CRM (it is not mandatory) and a data warehousing application (again, not mandatory).

Mobile deployment scenarios depend on mobile devices, operating systems etc. Please contact us if you are interested in exploring Customer 360 options for your mobile users.

About the solution
- In a few sentences, tell me what Customer 360 is all about?
  - Your company's customer-facing personnel – in Sales, Marketing, Customer Support and Logistics – need easy, quick and reliable access to customer information to be productive and effective. However, customer information resides in many systems and, depending on the user's role and job function, is accessed from many systems. Bridge-x Customer 360 delivers customer information to users when they need it and where they need it – on the web, in their CRM application or on their favorite mobile tablet.
- How is this different from BI/data warehousing?
  - Customer 360 is not a replacement for business intelligence applications. Bridge-x Customer 360 uses your BI and data warehouses as a source for customer information and analytics. Whether you run SAP BW or a custom data warehouse, Customer 360 makes it convenient for you to deliver timely insight and analytics to your business users.
- How is it different from portals?
  - Portals are aggregation of various applications and content without context. They provide a unified front end to the users but they don't provide context. In Bridge-x Customer 360, the customer (or business partner) number is the unifying context, making it easy for users to search for and select information very easily. Bridge-x Customer 360 can be federated to your existing enterprise Portal as a web application.
- How is it different from CRM?
  - CRM is yet another source of customer information for a 360° view of the customer. Typically, CRM systems have information such as customer sales, marketing attributes, contacts, activities, leads, opportunities etc. However, other equally critical information such as orders, shipments, invoices, payments, credit, supply chain data, products, pricing, availability and quotations reside in SAP ERP (and all the reports, analytics are in BI systems). Bridge-x Customer 360 provides a unified front end to all customer information including SAP CRM. Bridge-x Customer 360 widgets can also be embedded into SAP CRM (version 7.0 EhP1).
- Do I need SAP ERP? CRM?
  - Bridge-x Customer 360 is designed for SAP ERP customers. SAP CRM is recommended but optional.
- Does Customer 360 integrate with our SAP system?
  - Yes. Bridge-x Customer 360 is fully integrated with SAP applications using Web Services.
- What about security? Can any user see any data?
  - Bridge-x recommends named user access to all systems where applicable. This ensures two levels of security. Bridge-x Web application provides User interface level Role based security to control each user's view of the application. The web services that provide data from the back end applications then rely on your back-end security settings to provide data level security.
- What am I buying? Software? Service? Both?
  - Customer 360 is a combination of Bridge-x software and professional services. We understand that building a 360° view of a customer is a complex initiative that requires both business and technology expertise. Our experts will guide you through the entire process from helping you take inventory of customer information, identifying roles and information needs, complex data mapping rules across multiple applications, handling customer hierarchies, security, performance and most importantly building a REAL and result oriented roadmap to achieve the goals. So yes, the short answer is "Both".
- How do you price Customer 360?
  - License fee for the software plus implementation fees. Fees toward support services are additional.
- Is Customer 360 available for Mobile users?
  - Yes! Bridge-x is proud to have "Customer 360" as part of SAP/Sybase Unwired 100 applications list along with other Bridge-x Solutions. We believe that access to Customer information for the Mobile Sales teams offers a major competitive advantage for our customers.
- Who hosts your web solutions?
  - Our web solution is typically hosted and managed by our customers' IT department. As there is no data stored in Bridge-x Customer 360, it also makes it ideal for hosting by third-party providers.
- Do you have a list of existing widgets and applications?
  - Please write to us at sales@bridge-x.com from your company email id and we will provide you more details.
- Can we implement Customer 360 only as a mobile app and not for the web?
  - Our Customer 360 To Go application is available both as our overall Customer 360 package as well as a stand-alone mobile solution on Sybase unwired Platform.
- What do we do if we need additional functionality that is not currently available in your application?
  - We recognize that in spite of our growing list of applications, widgets templates, you will always have information needs that are unique to you. Our Customer 360 platform is designed to scale to meet your needs. We offer the full range of services to accommodate any such requests; from requirements assessment to solution conception and from rapid prototyping to deployment.
Users
- Is Customer 360 for my internal users only or also for external users?
  - Bridge-x Customer 360 is for all users, both internal and external. Because it is role-based, you can create external roles that get only a certain view of the Customer 360 information. Typical roles created by our customers include Customer Service agent, Account Representative, Sales Manager, Customer buyer, Customer Manager. The solution allows you to create as many roles, internal or external, to meet the needs of your organization.
- Can I control who sees what information?
  - Customer 360 gives you complete control over each user's access to information. Your organization's security and authorizations are an integral part of the solution as we design and implement the information access model.
Implementation
- How long does it take to implement Customer 360?
  - Implementation of Customer 360 is a function of your information needs, readiness of data sources, complexity of business rules (customer hierarchy, business processes in the backend) and most importantly, performance and security requirements. In the past, implementations have varied from 12 weeks to 6 months.
- Can we implement the functionality in phases?
  - Yes. Customer 360 is never a one-time activity in any company. As the business changes, the information needs to support the business and the customer-facing teams also change. Our solution's modular architecture allows you to implement the functionality in phases based on priorities and needs. Our experts will guide you during the assessment on the recommended roadmap.
- Is an assessment necessary before embarking on an implementation?
  - The assessment reduces your implementation risk and helps you in clearly defining project objectives, roadmap, roles and responsibilities and the budget to achieve the result.
- How do you charge for implementation?
  - During the assessment, we arrive at the implementation costs based on the roles and responsibilities. We provide a fixed fee for the next immediate phase and an estimate for the rest of the phases.
License and Pricing
- How do you price Customer 360?
  - Please write to us at sales@bridge-x.com for pricing details.
- Do we need a Netweaver license to run Customer 360?
  - As Bridge-x customer 360 is built on SAP Netweaver CE 7.2 Application server, Netweaver CE 7.2 license is mandatory.
- Will we need additional SAP licenses?
  - We recommend "named user security" across the landscape. This may require investment in additional SAP backend licenses. Bridge-x can help uncover these requirements during the assessment phase.
- Do we need Sybase (SUP) for mobile implementations?
  - Yes. Bridge-x Customer 360 to go is currently available only on SAP Sybase Unwired Platform
Technology
- What is the underlying technology for Customer 360?
  - Bridge-x Connect is built on SAP NetWeaver CE 7.2. The application logic is written in Java. The User interface is built using Javascript, HTML and ExTJS form Sencha technologies.
Support
- How will my IT team support Customer 360 after go-live?
  - We offer two options to our customers: Knowledge transfer to internal IT organization for customers who wish to support the solution in-house. We also offer comprehensive production support capability as an outsourced service using our onsite/remote delivery model with pre-defined service level agreements.
- How will my SAP ERP upgrade impact Customer 360?
  - We recommend full regression testing for technical ERP upgrades. Functional ERP upgrades will require testing and assessment of the change based on the backend process change.

Solutions

Next Steps

Call us: 1-609-371-7101 (US)
Sales enquiries: sales@bridge-x.com
Career enquiries: jobs@bridge-x.com