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Software Solution 

SAP Service Cloud

Inspire your customers with automated service processes, fast response times, modern information management and interactive service offerings on all channels. Especially targeted omni-channel communication paired with individually configurable customer portals ensure comprehensive customer care. With SAP Service Cloud, you can now react quickly and competently to customer enquiries, process service tickets with absolute precision, plan and implement efficient service calls, and thus ensure a high level of customer satisfaction.

Description

To meet the demands of today's customers, a simple service hotline is no longer sufficient. Offer your customers innovative customer service on a wide range of channels and thus ensure a trusting basis for discussion and a high level of satisfaction. Remember: The customer journey of your customers does not end with the purchase of your products, but also offers many valuable touch points afterwards. Especially in the area of after-sales service, there is enormous sales potential that needs to be discovered and used.

The more service channels you make available to your customers, the better they stay 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 that no knowledge is lost. In the SAP Service Cloud, all data and customer tickets - regardless of the touch point they are received from - converge in a central interface and can then be processed further. This means that your customers contact you via their preferred channel, and your service staff know at any time where exactly the customer's problem is or which service requests have been made in the past. This creates consistent service experiences for your customers and a positive image for your company.

Thanks to the central platform of the SAP 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 no knowledge is lost between individual employees, departments or service steps. In addition, your customers will always receive the best possible service thanks to the concentrated know-how within the company. The SAP Service Cloud can also be accessed online and offline from a wide range of devices.

Offer your customers the possibility to find answers to urgent questions about their business solution or to independently create, edit and track service tickets via an interactive self-service portal. This allows your customers to select exactly the service they need at the moment , and saves you valuable resources by handling small requests faster and more efficiently. In addition, 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 identify success factors and optimization potential and make your service offering even better.

Network service and sales even more and thus ensure an even better customer experience for your customers! An important part of full service management is the procurement of spare parts. The creation of spare parts offers, which precedes the technician deployment, can be greatly accelerated and made much more efficient. Simply use the ticket function of the SAP Service Cloud for this. Inquiries about wear parts are sent to you by ticket, i.e. they are directly assigned 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.

your benefits

  • Central interface / platform for customer data, individually configurable
  • State-of-the-art ticket management
  • Self-service portal for customers
  • Knowledge management & collaboration tools
  • Real-time analysis and reporting
  • Sales department has an overview of current tickets at all times

Nothing is worse than a customer having to explain their problem several times - with SAP Service Cloud, your employees have all the relevant information about a ticket in view.

David Molter, Head of Product Management, All for One Customer Experience

Our services

  • Process consulting: Integration of the SAP Service Cloud into your service processes
  • Development of a template / prototype with your users
  • Implementation and individual customization of the SAP Service Cloud
  • Training and workshops for your users
  • Interfaces to many SAP solutions, e.g. SAP S/4 HANA (Cloud), SAP ECC and other applications
  • Technical support and managed services to take strain off your internal IT

Do you have any questions?

We are happy to help you!

johannes_preiß_2316x1054
Johannes Preiß Senior Director Sales
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