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 centre of your business 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 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. The services are available as cloud and on-premise solutions.

SAP Service Cloud Customer Satisfaction and efficient service processes

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 and service tickets - keyword: omnichannel service - regardless of the touchpoint at which they are received: whether via e-mail, chat, telephone or via your website or social networks.


The service cloud enables efficient knowledge management as all customer data is available on one single platform for all departments. Your technicians 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 purchase history.


All data is stored securely and centrally in the cloud or can continue to 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 data available quickly and up to date. 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.

Your benefits of SAP Service Cloud

  • Optimal integration in SAP S/4HANA or SAP ERP
  • Top usability - convenient work on the mobile device or desktop
  • Efficient ticket management
  • Integration of social media channels in your customer service processes
  • Central knowledge management and database integration
  • Zentrales Wissensmanagement- und Datenbankintegration
  • Performance analyses in real time for your customer service
  • Self-service functions for your customers

We ensure that you will become a winner of digital transformation

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.


Medienwerft supports you with the consulting, conception and creation of a suitable digitization strategy, checks your individual requirements and implements the new software. As a counterpart to this, FIS provides you with the appropriate technology to map your digital business processes in customer service and connects the service cloud to your existing SAP interfaces.

What you can expect when implementing SAP Service Cloud with FIS

  • Holistic top consulting with more than 20 years of process experience for SAP products
  • FIS is an SAP partner with "Gold" status
  • Our development specialists understand their day-to-day business and know what counts. Therefore, we can meet the individual requirements of your company to a large extent.
  • You benefit from a solution optimally embedded in your individual architecture.
  • Integration scenarios in SAP S/4HANA Enterprise Management and SAP ERP

Do you want to make your business even more successful with SAP Service Cloud or other components of the C/4HANA suite? Please do not hesitate to contact the FIS professionals. FIS is one of Germany's largest SAP value-added resellers with "Gold" status and many years of know-how in the development, consulting and implementation of SAP applications. Together with the Medienwerft subsidiary, FIS is your ideal choice for seamless and promising customer relationships. Learn more about the chances and advantages of the service cloud as well as about SAP CX for your company.

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Do you have questions? Please contact me!

Dirk Schneider
Dirk Schneider
Head of Sales – Business Unit Smart Business Solutions