SAP Service Cloud – Customer satisfaction and efficient service processes

Nothing is more valuable than a satisfied customer. This goal can only be achieved if your complete customer journey is oriented towards the customer and places them and their needs at the center of your operating processes. This applies not only to the phases of purchase initiation and purchase processing but, above all, also to the phase after the purchase of your product in order to provide a holistic and consistent customer experience along the entire customer lifecycle.


SAP Service Cloud, formerly SAP Hybris Cloud for Service, is an SAP solution that helps you face the challenges of digitization and ensure the long-term success of your customer service and high customer satisfaction. The service cloud solution is part of the SAP C/4HANA suite. C stands for “customer” and therefore places the customer at the center. With SAP Commerce Cloud, Sales Cloud and Marketing Cloud, you can create a consistent customer experience in e-commerce and connect your marketing, sales and service departments.

Advanced CRM solution using SAP Service Cloud

SAP Service Cloud (formerly SAP Hybris Service Cloud) is the advanced SAP CRM solution for your customer service processes and supports you in fulfilling your after sales services. With the service cloud, your customer service benefits from a cross-channel insight into all customer requests: keyword “omnichannel service”. The service cloud is not only the optimal solution for a professional ticket management but also for call centers and field service management.


SAP Field Service Management offers you the professional planning of field service technicians, vehicles, materials and tools. The integration of your ERP or Warehouse Management system helps you avoid complicated double work for your employees and your resources are always up-to-date. With the SAP solution, your field service technicians benefit from a mobile application where you can complete all steps of an order from route planning, time recording and retrieving of work instructions to invoicing. In this way, your customers will benefit from a high first time fix rate and efficient processes.

The service cloud enables an effective knowledge management as all customer data is available for all departments on one single platform. Your technicians and service employees work in a networked way and always with up-to-date data on a real time basis in order to guarantee a smooth and satisfying customer experience. The service cloud is far more than a pure ticket system or a case management solution since all data arrives centrally in its CRM system and therefore provides an overall view of your customers and their buying history.


All data is stored securely and centrally in the cloud or can still be used via on-premise installations. Access to the data is possible both online and offline and completely independent of your service employee's location or device. As a result, the field service employees can also perform their tasks optimally, for instance via mobile devices, and have all current data available quickly. With just one click, they can see which products the customer has in use and recognize in advance which spare parts or tools are required on site.


Detailed reports and analyses are available in the service cloud as well. They inform on important KPIs, such as response times, processing duration or volume of the tickets entered. This enables you and your team managers to keep a comprehensive overview of the performance of your service team and to recognize improvement potentials at an early stage.


Flyer: SAP Service Cloud – Increasing Customer Satisfaction

Your benefits using SAP Service Cloud

  • Efficient ticket management incl. AI technology
  • Planning of field sales force, material, vehicles and tools within field service management.
  • Crowd service functions and predictive maintenance
  • Mobile app for field sales force (also offline)
  • Top usability: convenient mobile or desktop working
  • Self-service functions for your customers
  • Central knowledge management and database integration
  • Optimal integration in SAP S/4HANA or SAP ERP
  • Integration of social media channels in your customer service processes
  • Performance analyses in real time for your customer service

Optimization of your service processes

With FIS, you have a competent partner that pursues a holistic approach in the field of SAP Customer Experience (SAP CX). Together with the Medienwerft subsidiary, FIS provides highly integrative scenarios between the leading solutions in the area of Customer Experience enabling the joint development of your personal digital success strategy.


The FIS professionals examine your individual requirements and see to the implementation of the new software to map your digital business processes in customer service. Furthermore, FIS connects the service cloud to your existing interfaces. In this way, you benefit from a solution optimally embedded in your individual architecture.

Optimized processes for customer-centric departments

SAP Sales Cloud

SAP Sales Cloud is the advanced SAP CRM solution for your sales department. You benefit from preconfigured SD and marketing processes, collaborative work, optimized sales processes and, as a result, satisfied customers.


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SAP Commerce Cloud

SAP Commerce Cloud is the advanced platform for your successful e-commerce. Convince your customers by an excellent shopping experience!


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SAP Marketing Cloud

Knowing the customers and their requirements and making this knowledge the focus of your activities - the SAP Marketing Cloud solution makes this even easier.


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Do you want to optimize your business processes in customer service and make them consistent by using SAP Service Cloud or other C/4HANA Suite components? The FIS experts will find an appropriate solution with you.

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Do you have questions? Please contact me!

Julia Bezold
Specialized Sales C/4HANA