Since products are becoming more and more interchangeable, good service more than ever is a unique selling proposition. Efficient and transparent service processes help companies turn their customers into fans. As the number of contact channels is constantly increasing and big players are the trend-setters for rapidity and perfection in service processes, companies need to invest into customer service optimization.
Digital applications facilitate daily work and the strategic orientation of the processes. They can be used to manage service requests, the deployment of field service technicians and active knowledge. Detailed analyses and clear dashboards help service managers identify weak points and constantly increase processes.
SAP Service Cloud is provided by SAP as an advanced CRM system for ticketing and call centers. With the service cloud, service agents benefit from a cross-channel insight into all requests and, as a consequence, get a 360° view of customers. By means of AI support, service tickets ban be assigned to a service employee who has the appropriate know-how and spare capacities. Digital knowledge management enables the service employees to learn from each other and share experiences, which makes it easier for them to find the tailored solution for the customers more rapidly.
SAP Field Service Management is the best solution to coordinate the deployment of field service technicians. With this SAP solution, the deployment of service technicians can be planned intelligently depending on qualifications and availabilities. In addition, it is possible to manage vehicles, materials and tools. The field service technicians are provided with a mobile app for holistically handling a service case from request to billing. The solution is amended by SAP Crowd Service for planning the deployment of external service technicians and different self-service functions.