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SAP Service Cloud – Customer satisfaction and efficient service processes

Nothing is more valuable than a satisfied customer. Due to globalization and products that are more and more exchangeable, good customer service becomes the most important unique characteristic. However, keeping an eye on the numerous communication channels and versatile customer information is an ever-increasing challenge for service employees.

 

Digital service solutions can provide support here. They help service agents keep a constant overview and, for instance, enable professional and automated ticket management. Real-time analyses provide valuable insights to optimize service experiences even more comprehensively.

 

SAP Service Cloud is part of the SAP C/4HANA Suite and, in combination with SAP Field Service Management for technical field service planning and execution, forms a holistic solution for all corporate customer service processes.

Advanced CRM solution using SAP Service Cloud

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.

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Flyer: SAP Service Cloud – Increasing Customer Satisfaction

How you benefit from SAP Service Cloud

  • 360° view of customers and all service channels for more efficient service processes and increased customer satisfaction
  • Intelligent and convenient application for ticket management and call centers, including AI technology
  • Constant overview of key figures and optimization options due to performance analyses in real time on clear dashboards
  • Faster service processes due to central knowledge management with database integration
  • Consistent processes due to optimal integration in SAP S/4HANA or SAP ERP
  • Linking with technical field service due to a simple enhancement by SAP Field Service Management

Full integration of all service processes

In order to holistically process a service request, it is important to integrate all systems involved. FIS has more than 25 years of experience in implementing and operating SAP software and its integration into the IT landscape. Enterprises benefit from this comprehensive know-how when SAP Service Cloud is implemented by FIS. The FIS experts integrate this service solution into the existing SAP ECC system or the SAP S/4HANA solution. Furthermore, the service cloud can be easily supplemented by SAP Field Service Management for planning and executing technical field service. To exploit the solutions’ full potential, SAP Sales Cloud can be connected in addition. In this way, sales and service departments benefit from consistent processes and a common view of customers.

 

The FIS Group pursues a holistic approach in the field of SAP Customer Experience (SAP CX). The professionals create end-to-end processes for thought-out and inspiring customer experiences. Together with the Medienwerft subsidiary, the experts for e-commerce and marketing, FIS provides highly integrative scenarios between the leading solutions in the area of customer experience and all adjacent systems.

SAP Field Service Management management of technical field service

SAP Field Service Management is an application for professional deployment planning of field service technicians, vehicles, materials and tools. Here, the solution supports employees in charge of service in the entire process - from tickets, planning, mobile field service up to reporting and final billing.

 

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FAQ on SAP Service Cloud

SAP Service Cloud (formerly SAP Hybris Service Cloud) 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 the service cloud, service agents benefit from a cross-channel insight into all requests and, as a consequence, get a 360° view of customers.

  • 360° view of customers and all service channels for more efficient service processes and increased customer satisfaction
  • Intelligent and convenient application for ticket management and call centers, including AI technology
  • Constant overview of key figures and optimization options due to performance analyses in real time on clear dashboards
  • Faster service processes due to central knowledge management with database integration
  • Consistent processes due to optimal integration in SAP S/4HANA or SAP ERP
  • Linking with technical field service due to a simple enhancement by SAP Field Service Management

SAP Service Cloud is a ticketing and call center solution. With SAP Service Cloud, service requests can be intelligently assigned to the appropriate processor, assumed and solved. Service processes are optimized by means of central knowledge management and clear analyses. However, SAP Field Service Management is a solution for deployment planning and execution of technical field service. The application can be used to coordinate the deployment of service technicians, materials and vehicle fleets. Furthermore, a mobile app is available for the technicians for coordinating on-site deployments.

SAP Service Cloud is part of the SAP C/4HANA Suite. In this suite, marketing, sales and distribution, service and e-commerce solutions have been bundled. These applications are optimally integrated into each other. A great advantage of this SAP service solution is its proximity to the sales and commerce applications that the service cloud can be easily connected to. But also an ERP integration of SAP Service Cloud is provided by default and, as a consequence, can be easily set up. For technical field service management, SAP Field Service Management is an optimal solution, which can also be integrated into the service cloud and into the ERP system.

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