Create Seamless Service Experiences with SAP Service Cloud
Comprehensive service and support in the research phase and after making a purchase are crucial for an optimal customer experience. It is often difficult to keep track of customers' concerns. On the one hand, this is due to the multitude of channels, but on the other hand, it is also due to the service staff involved. Thanks to SAP Service Cloud, you are always one step ahead of customer expectations. In the future, you will be able to constantly keep an eye on all channels such as helpdesk, call centre, field service and service technology.
Your customers receive the right service on exactly the right channel. In addition, all information is available to your service team at any time – both on the road and in the office. Tasks and subsequent processes can be mapped transparently and organised efficiently.
As a long-standing SAP partner, we assist you in requirements elicitation, implementation as well as customisation and expansion of SAP Service Cloud.
Increase Customer Service Efficiency Through Automated Ticket Management
Ticket Management with SAP
With structured ticket management, you can efficiently manage and process a high number of service enquiries.
SAP Service Cloud supports you by
- prioritising tickets and classifying them into different categories
- automatically taking over tasks with the help of machine learning
- speeding up customer service and enhancing customer satisfaction
The system recognises, for example, the mood conveyed by submitted enquiries and provides detailed suggestions based on previous service enquiries.
Field Service Management with SAP
Do you offer customer service directly in the field?
With SAP's solution, you can integrate SAP Field Service Management directly into SAP Service Cloud. This way, your field service team receives all information on tickets and can carry out any repairs or provide other assistance directly at your customers' premises.
The intelligent ticket management is helpful in this regard as well. Tasks are assigned to an available team member as quickly as possible. This allows you to plan more efficiently in the field and set up appointments with greater ease.
Selected Key Features of SAP Service Cloud
- Sophisticated ticket management
- Efficient resource planning in field service management
- Avoidance of service bottlenecks through crowd service functionalities and predictive maintenance
- Comprehensive overview of customer data and service history
- Mobile app for your field service
- Access to customer data possible both online and offline
- High user acceptance thanks to excellent usability
- Real-time analyses and reports for your customer service
- Automated customer conversations and implementation of appropriate measures thanks to dialogue-oriented artificial intelligence (AI)
- Self-service features for your customers
- Unified knowledge management for your employees
- Perfect integration with SAP CX and SAP ERP
- Incorporation of social media channels into service processes
Why It Is Worth Using SAP Service Cloud
SAP Service Cloud is available as a software-as-a-service (SaaS) version in the cloud and comes with the corresponding benefits. The system is highly flexible and scalable and can provide the necessary capacities depending on requirements. The solution is based on the concept of microservices so that various features can be integrated just as flexibly. This includes, for example, field service management and the integration with an ERP system.
Your service team benefits from the excellent usability of SAP Service Cloud and the easy customisability of views. All information about customers and tickets is available in one view.
SAP Service Cloud automatically classifies incoming tickets into different categories and determines their priority. With the help of machine learning, it can provide suggestions for solving problems with certain tickets.
Today, service enquiries come in through many different channels. To manage them, SAP Service Cloud brings together enquiries from multiple sources, including e-mails, social media messages, live chat and phone. As a result, your service team can view and process all enquiries in a single, clear view.
To ensure that your service team does not reach its capacity limits when dealing with frequently asked questions, SAP Service Cloud offers a self-service portal. This helps eliminate repetitive tasks and the need to handle customer service enquiries by allowing customers to obtain additional information on their own, for example in an FAQ section.
In the field, the addition of field service management offers extensive options for on-site service and repairs. Your field service team can access an app that contains all important information, thereby benefitting from intelligent ticket management while on the road.
FAQ – Frequently Asked Questions About SAP Service Cloud
How can companies benefit from SAP Service Cloud?
With SAP Service Cloud, you can provide your customers with a holistic service experience. You ensure that your customers have direct contact with your service team throughout the entire customer journey – regardless of the channel.
SAP Service Cloud offers comprehensive omnichannel service features for this purpose. This means that your team works independently of channels using one system and can help your customers – whether it is via chatbots, phone, live chat, social media or e-mail. In addition, your customers can also obtain information via an AI-powered self-service portal and answer some of their questions themselves.
Another important factor for efficient customer service is the service platform's usability and range of features from your team's point of view. This is the only way to process enquiries individually and quickly. This includes, for example, automatic customer identification. As a result, customer data is displayed directly on the interface during consulting sessions so that you can keep track of everything important.
For internal communication in the case of enquiries that require the expertise of other employees, Microsoft Teams, for example, can be directly integrated and used to exchange information quickly. The entire interface can be customised to your individual requirements in SAP Service Cloud. For example, your service team can decide how certain information is displayed or how relevant data is highlighted depending on the case category.
What is SAP Service Cloud capable of?
SAP Service Cloud brings together all service enquiries from various channels and presents them clearly on a single platform. Tickets are intelligently managed, prioritised and categorised. Customers may be able to answer frequently asked questions themselves with the help of a self-service portal. Capacities of service staff can easily be viewed and planned. This also allows for a very detailed evaluation.
How much does SAP Service Cloud cost?
Prices vary greatly depending on project duration and scope. In general, however, companies benefit from a higher return on investment (ROI) if they seek advice from experienced experts when implementing such a system. As a digital agency and SAP partner, dotSource can support you in all phases of implementing SAP Service Cloud.
Why should companies work with dotSource when implementing SAP Service Cloud?
We are a dedicated team that loves challenges and can already look back on many successfully completed SAP projects. When implementing a new system, it makes sense to go through the process together with a digital agency to ensure a seamless implementation process. We assist you in requirements elicitation and throughout the implementation and customisation of the system to create an optimal service experience for your customers.
We Implement Your Individual SAP Customer Experience Solution
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