SAP Service Cloud (formerly SAP Hybris Service Cloud or SAP Cloud for Customer) is the advanced SAP CRM solution for customer service processes and, in particular, supports enterprises with products in need of explanation in fulfilling their after sales services. With SAP Service Cloud, service agents benefit from a cross-channel insight into all requests and, as a consequence, get a 360° view of customers. In this way, they are provided with a consistent and optimized customer experience.
Here, the service cloud is far more than a pure ticket system or a call center application. Furthermore, enterprises manage service and maintenance contracts, plan routes and manage equipment and functional locations by using this application.
The customer service solution enables an effective knowledge management as all customer data is available for all departments on one single platform. Service employees work in a networked way and always use up-to-date data. This enables service analyses in real time that are available on clear dashboards. They provide information on essential KPIs and employees in charge of service get a comprehensive overview of their team’s performance.
Frequently, direct contact in customer service results in numerous cross- and upselling options. SAP Service Cloud provides a clear lead management to use this potential.