Modern ticket system with SAP
A customer portal filled with service requests and issues is a sensitive area where no mistakes can occur. Process adjustments and migration to a different system are therefore major risk factors for a company. Due to the need to maintain the best possible customer service, the project had a very tight timeline. Both customers and call center staff needed to continue working as smoothly as possible during the development and implementation phases with minimum disruption.
viastore was already building on a solid data foundation with the SAP Service Cloud connected to SAP ERP. The templates used needed to be individually configured and customized by the Arineo team.
The goal was a smart customer portal where customers could independently submit service tickets for issues or malfunctions with their systems. The current processing status, file attachments, accompanying information, and comments should always be viewable at a glance. This also included tracking and maintaining different addresses and contacts on the ticket so that spare parts, for example, were available at the right place at the right time.
The technical solution for myviastore, a modern ticket system, is based on an integration of the SAP Commerce Cloud with the SAP Service Cloud and SAP S/4HANA.
