Customer Data maintenance in Emarsys Customer Engagement

[JaiMishra]

Hi Folks,

We have a B2B scenario where there is a need to maintain customer data and also customer- contact relationship data in SAP Emarsys system. I checked the Account Engagement add-on which has SAP Sales Cloud as a prerequisite. I have 2 questions:

1) Is it mandatory to have SAP Sales Cloud in the landscape with the customer data in order to get the account information.

2) In case if Sales Cloud is there, in that case if the integration between the 2 systems is established, will we be able to have customers independently as in case of SAP Sales Cloud or will it be as an attribute of a contact. Also in that case whether we can have 1:n relationship between an account and a contact.

Best Regards,

Jai Mishra

[valentin_minkov]

Hi Jai,

yes, SAP Sales Cloud is a prerequisite for the Account Engagement Add-on. We're currently expanding our Account Engagement offering with a B2B Commerce Cloud, which will likely be released soon, so you could either connect Sales Cloud or Commerce Cloud or both at the same time.

Once the connection has been established, the relevant account data will be synchronised to Emarsys as a flat contact attribute. That being said, we're currently working on introducing a native account object in Emarsys, which will be able to also store attributes on an account level. This feature is expected in Q2/Q3 2023.

In any case, you can have multiple contacts belonging to one and the same account. It's just that right now this relationship is only reflected in the Account Engagement integration tool, then flattened out and the account data is written on every contact belonging to the account, so you can still use it for segmentation and personalisation use cases. As said, in future this will be changed to a more B2B native process with the account object.

I hope this helped answer your questions.

Regards,

Valentin Minkov