SAP Service Cloud

A satisfied and loyal customer is the best asset for sustainable business growth. Due to the digitalization and globalization of trade, efficient and powerful customer service is increasingly becoming the focus of a long-term, stable customer relationship. Today’s customers expect companies to be able to support them whenever they need help. In the process, service employees often receive requests via many communication channels, which they need to keep track of. By leveraging SAP Service Cloud (formerly SAP Hybris Cloud for Service), the company can clearly differentiate itself from the competition through personalized omnichannel customer experiences.

Make it easier for customers to get in touch, be accessible across all channels, optimize customer service, and ensure quick problem solving. In order to achieve all this, smooth integration into the existing IT solutions in the background is necessary. As part of the SAP Customer Experience Suite, SAP Service Cloud guarantees holistic service processes in a 360-degree customer perspective. The result is a complete realignment of your customer service with a focus on customer satisfaction, efficiency of your services and employee satisfaction.

Customers contact your company through the channel of their choice (e.g. email, website, or social media). Using AI and machine learning, these customer inquiries are automatically summarized, analysed, categorized, and routed to the employees in charge. All of this improves the response time of your customer service, raises employee satisfaction and also reduces the potential for customer frustration.

An integrated knowledge database with context-based recommendations for quick solution building helps customers directly and thus avoids tickets. Support your customers to help themselves! In addition to a knowledge database, useful tools include chatbot services or the introduction of an online community. Also the onboarding of new service employees is made more efficient through flexible information sharing.

Intelligent systems enable permanent monitoring of systems and early detection of problems before they even arise. This results in a considerable reduction in repair costs. Exceed customers’ expectations and introduce new standards in customer service with this predictive service solution.

A corporate network in which all information from manufacturers, service providers, and plant operators is combined in a single platform, ensures an even more efficient exchange between those involved in the process and also sustainably reduces the risk of plant operation for everyone in the long term.

Collect valuable customer feedback during the service process at all touchpoints and then take proactive measures to increase customer satisfaction. Appropriate KPIs and real-time analytics support you in predicting customer behaviour and influencing customer loyalty preventively.