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.