SAP Intelligent Service Cloud

A simple service hotline is no longer enough to meet the demands of today's customers. Offer your customers innovative customer service on a wide variety of channels and ensure a trusting basis for discussion and a high level of satisfaction. Remember: your customers' customer journey does not end with the purchase of your products, but also offers plenty of valuable touch points afterwards. There is enormous sales potential to be discovered and exploited, especially in the area of after-sales service.

With the Agent Desktop, service employees have a central working environment that makes everyday life easier with smart features. Multi-session communication makes it possible to work on several communication tasks in parallel, while the automatic customer identification and search function immediately provides the required information about the customer. Thanks to the integrated knowledge base, the service team can resolve a case more quickly and is optimally supported in processing and administration by the user-friendly interface. The Microsoft Teams integration provides an additional improvement in internal collaboration.

With the Case Designer, companies can optimally adapt case management to their specific business requirements. The customized case management guides service employees step by step through service processes. Stored workflows and templates ensure the standardization of processes and increase efficiency and productivity in day-to-day service work.

Thanks to clear dashboards and reports, you have an optimal overview of your service business and can make decisions based on meaningful KPIs.

Thanks to machine learning, the Solution Finder makes recommendations for similar cases and thus helps to find possible solutions for the current ticket. In addition, the system supports case categorization and summarization and makes a further contribution to rapid completion.

The more service channels you make available to your customers, the more comfortable they will feel with you. And the more customer data you generate. However, it is important that all the information you receive from your customers' various tickets is stored centrally and no knowledge is lost. Thanks to channel orchestration, all data and customer tickets - regardless of which touchpoint they are received via - come together in a central interface in the SAP Intelligent Service Cloud and can then be processed further. This means that your customers can contact you via their preferred channel and your service employees know at all times where your customers' shoes are currently pinching or which service requests have been made in the past. This allows you to create consistent service experiences for your customers and a positive image for your company.

Thanks to the central platform of the SAP Intelligent Service Cloud, your employees not only always have access to all customer data in real time, but are also perfectly networked with each other. This means that knowledge is no longer lost between individual employees, departments or service steps. In addition, your customers will always receive the best possible support thanks to the concentrated know-how within the company.

Offer your customers the opportunity to use an interactive self-service portal to find answers to urgent questions about their business solution or to create, process and track service tickets themselves. This allows your customers to choose exactly the service they currently need and saves you valuable resources, as small requests can be processed faster and more efficiently. You can also track the performance of your service team and benefit from transparent controlling and ongoing reports, analyses and KPIs (processing time, response times, volume, etc.) that help you to identify success factors and optimization potential and make your service offering even better.

Network service and sales even more and ensure an even better customer experience for your customers! Spare parts procurement is an important part of full service management. The creation of spare parts quotations, which precedes the deployment of technicians, can be greatly accelerated and made much more efficient. Simply use the ticket function of the SAP Intelligent Service Cloud. Inquiries about wear parts are sent to you by ticket, i.e. they are assigned directly to the right employee, who also immediately has all the necessary customer information. Of course, these tickets can also be triggered automatically if, for example, a sensor in the machine detects that a spare part needs to be replaced soon.