Your service portal with SAP technology

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The service portal that turns customers into fans

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 in conjunction with SAP Service provides you with optimum support. Thanks to the integration and connection to the SAP backend and any other components of the SAP Customer Experience portfolio, your teams have all the important information about their counterparts in view at all times. The comprehensive self-services help speed up problem resolution and reduce the workload of your service team.

Score points with customers and employees

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 appear 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.

Advantages of the Service Portal with SAP

Seamless integration

Your service portal is seamlessly connected to other components of the SAP CX portfolio and the SAP backend.

Internet of Things

Use IoT data to optimize service quality or for predictive maintenance.

Self-Service Area

Increase first-contact problem resolution rates with comprehensive self-service capabilities.

Up- and cross selling

Customized up-sell and cross-sell suggestions contribute to sales.

FAQ

The most important information about the Service Portal

Does a service portal need a self-service area?

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.

Is there a demo of a service portal with SAP that I could look at?

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.

Can I also offer predictive maintenance via a service portal with SAP?

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.

Which service KPIs make sense for a modern service portal?

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.

Satisfied customers

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A look into the system

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!

Our B2B ordering portal had to be one thing above all else: stable and easy to use. At Arineo, we didn’t just find the necessary expertise to implement the system exactly as we envisioned, but also the right mindset. Stability and optimized project processes are part of the corporate culture here. Our contacts were always available and helped us easily. As a result, we were able to enjoy a smooth go-live. Simply outstanding!

Dr. Christoph Urban

Director IT and Service, Einhell Germany AG

We love, teach, like IT

We focus on long-term relationships.

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 impact on the quality of our consulting services and our joint business relationship.

Our services start before the project and end...

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.

Shared knowledge is double knowledge

Our experts pass on their knowledge to your specialist team in training courses and seminars.

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How well do we and our services suit you?

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!

Ausgezeichnet. Wenn, dann machen wir es richtig! Nicht umsonst haben wir den Microsoft Gold und Solutions Partner Status sowie den SAP Gold Partner Status erreicht. Und unsere hervorragende Bonität wurde mehrfach von Creditreform bestätigt.

Whether copper or fiber optic – your direct line to us.

Patrick Hey

Head of Customer Experience Solutions

+49 551 521381187

patrick.hey@arineo.com