Customer Retention: SAP + Zendesk
Which customers are about to stop coming back? askotter reads SAP and Zendesk together and answers it for your business, by text.
How does customer retention with SAP and Zendesk work for a small business?
askotter reads SAP and Zendesk side by side so it can spot the signs that a customer is drifting away. Customers at risk flagged early, with the best way to win each one back listed first.
Read the full answerShow less
The owner asks follow-up questions by text.
- From SAP
- Financial accounting, Inventory and materials management, Production planning.
- From Zendesk
- Ticket volume and resolution, CSAT scores, Agent performance.
- Status
- Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
- Not for
- Replacing SAP or Zendesk. Both keep working exactly as they do now.
Which customers are about to stop coming back?
By the time you notice a regular has gone quiet, they have booked somewhere else. The warning signs were spread across your accounts: a complaint, a missed visit, a failed card payment. No single tool saw all of it.
How askotter handles it
askotter reads SAP and Zendesk side by side, so it can spot the signs that a customer is drifting away.
A person checks the result before it reaches you. This is part of our digital marketing services work.
How SAP and Zendesk records line up
SAP and Zendesk both store the customer's email address. askotter lowercases and trims it on both sides before matching, so the same person shows up as one customer across the two tools.
SAP and Zendesk both keep a company record. The match runs on the company's web domain first and falls back to a cleaned company name.
Shared between the two: the customer email address and the company or account.
What customer retention uses from each
Customer retention needs repeat behaviour from the same customer over time.
From SAP that means reorder intervals per account. From Zendesk it means repeat tickets and low satisfaction scores.
Zendesk is on the integration roadmap, so the matching described here starts when that connector ships.
What each tool sees on its ownShow less
SAP on its own
SAP holds the booked order, the invoice and the customer master. It has no record of the marketing that produced the order.
Timing. SAP data usually reaches outside systems in scheduled extracts, so it runs as current as the extract schedule your ERP team sets.
Access. Read-only OData services or scheduled exports set up with your ERP team.
Zendesk on its own
Zendesk sees the complaint and how it was handled. It cannot see what the customer is worth or whether they bought again.
Timing. Zendesk timestamps every ticket, reply and status change.
Access. The Zendesk Support API with a read-only token.
Related guides
- AI Assistants Are Getting Your Business Details Wrong. Someone asked ChatGPT when you close. It answered with confidence.
- How to Measure Marketing ROI When You're Not a Data Scientist. The right questions can do the work of a data team.
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Questions about SAP + Zendesk
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How is askotter's Customer Retention different from what SAP shows on its own?
SAP + Zendesk is coming soon
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