You have set up your service management according to well-known frameworks such as ITIL, but are not yet or no longer achieving the customer satisfaction you desire? This may be because such concepts are focused on processes and not on people. If you manage to put people – your customers – at the center of your service processes, service quality will automatically improve.
SAP Commerce Cloud, in conjunction with SAP Service Cloud, provides you with optimum support in this regard. Through the integration and connection to the SAP backend and, if necessary, other components of the SAP Customer Experience portfolio, your teams have an overview of all important information about their counterparts at all times. The comprehensive self-services help speed up problem resolution and reduce the workload of your service team.
Your customers want to reach you on the channel that currently suits them. Therefore, offer various contact options: from the self-service area in the service portal to telephone, email, fax, Facebook, Twitter, YouTube, Instagram, WeChat or the AI-controlled chatbot.
Regardless of their origin, all of these messages accumulate centrally in the intuitive SAP Service Cloud dashboard. This means that your employees can also respond to the request from anywhere and via any end device.
Your service portal is seamlessly connected to other components of the SAP CX portfolio and the SAP backend.
Use IoT data to optimize service quality or for predictive maintenance.
Increase first-contact problem resolution rates with comprehensive self-service capabilities.
Customized up-sell and cross-sell suggestions contribute to sales.
We recommend that you offer a self-service area. After all, many studies show that a large majority of people prefer to solve problems themselves directly via self-services. This frees up your service team to focus on the more challenging problems. This increases the efficiency of your teams and makes genuine financial savings.
Sure! In our showcase – the Move portal – we have compiled best practices from over 250 successfully implemented projects. Let us inspire you without obligation and without any commitment! In just under an hour, we’ll show you what we mean by a modern service portal, so you can quickly match your vision with ours.
Sure! After all, the best service call is the one that is not necessary – or at least not unscheduled. If your business model involves regularly servicing or repairing devices at your customers’ sites, connecting the devices to your system via an IoT solution is a good idea. In this way, the system recognizes at an early stage when a service call is necessary. This is automatically scheduled in the service portal and can be adjusted by your customers if necessary. This saves costs on both sides and strengthens your customers’ loyalty to your company.
When you put people at the center of your service operations with a modern service portal, you also need to adjust your KPIs. Ultimately, process-oriented KPIs do not adequately represent customer satisfaction.
The Customer Effort Score determines how time-consuming the problem resolution was for the customer; the First Contact Resolution Score shows how often problems were resolved during the first contact; the Self-Service Score reveals how many queries could have been answered in the Self-Service Portal; the Customer Satisfaction Score uses automated feedback to determine how satisfied the customers were with your service. Of course, these KPIs and others are displayed fully automatically in the clear SAP Service Cloud dashboards.
We are happy to support you in your decision for a new service system. Why not arrange a no-obligation demo of the SAP Service Cloud right now!
We like constancy – with our colleagues as well as with our business partners and customers. Thanks to our strong staff retention, we can ensure that you benefit from long-term support from the same contact persons. This has a positive effect on the quality of our services and on our whole business relationship.
not at all, if that’s what you want. Our team of experts advises you on digital sales strategies with SAP and the efficient digitization of sales processes. It implements the solutions according to best practices, and also supports you after go-live with application lifecycle management, application management services. Finally, our team supports you with strategic consulting for the continuous further development of your IT landscape.
Our experts pass on their knowledge to your specialist team in training courses and seminars.
Whether you need more information, are interested in a live demo or just want to talk to our experts, we look forward to hearing from you and getting to know you and your company!
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