Customer Journey Mapping: SAP + Zendesk
What do customers do before they call or book? askotter reads SAP and Zendesk together and answers it for your business, by text.
How does customer journey mapping with SAP and Zendesk work for a small business?
askotter reads SAP and Zendesk side by side so it can map the path customers take across your accounts. The whole path in one view, with every visit and decision point on it.
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.
What do customers do before they call or book?
On paper the path is simple: someone sees an ad, visits the site and books. In real life they search twice, read reviews and come back days later on a different phone. Each tool sees only its own piece.
How askotter handles it
askotter reads SAP and Zendesk side by side, so it can map the path customers take across your accounts.
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 journey mapping uses from each
Customer journey mapping needs the order of events for one person.
From SAP that means first order date per customer account. From Zendesk it means support contacts in the order they happened.
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.
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Services that use these connections
Other analyses: SAP + Zendesk
Questions about SAP + Zendesk
Do I need a developer to connect SAP and Zendesk?
How is askotter's Customer Journey Mapping different from what SAP shows on its own?
SAP + Zendesk is coming soon
Talk to us about your timeline, and we will confirm the launch date before you commit.
Self-managed is $99/mo and scales with the compute you use. Our team runs it from $600/mo.