Mar 16-19, 2026Las Vegas, Nevada, NV
SAP CS
What Is Customer Service?
Customer service is the support a company provides to customers before and after they purchase a product or service. Today, customer service has evolved to include omnichannel support, such as in-store, telephony, email, chat, social media, and self-service options.
What Is SAP Customer Service Management?
SAP offers SAP Customer Service Management as part of the SAP Service Cloud portfolio. According to SAP, “SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. It connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel.”
What Is Customer Service?
Customer service is the support a company provides to customers before and after they purchase a product or service. Today, customer service has evolved to include omnichannel support, such as in-store, telephony, email, chat, social media, and self-service options.
What Is SAP Customer Service Management?
SAP offers SAP Customer Service Management as part of the SAP Service Cloud portfolio. According to SAP, “SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. It connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel.”
Successful Customer Service Process
Companies rely on an effective customer service process not only to retain existing customers, but also to attract them. How well a company interacts with its customers can affect brand reputation and potential long-term revenue.
A blog from HubSpot identified several critical areas that comprise an effective customer service function. A few of those include:
- Put customer needs first. This is first and foremost to be successful with customer service. If a solution to a customer issue is not readily available, the company does what is necessary to devise one that meets the customer’s needs. Ultimately, the customer knows you’re invested in their success.
- Ask for feedback and learn from customers. Always seek feedback from the customer about what went well and what could be improved. Not only is it a learning opportunity to identify process deficiencies, but it also can lead to insights about products or services. Is the same product failing for multiple customers? This is valuable feedback for the product development team.
- Solve for long-term solutions, rather than short-term conveniences. What does true customer service look like? It takes the form of a company that resolves a product issue at the moment but reopens a customer file and reaches out with a longer-term or permanent solution when it becomes available. For example, a software package may not have a direct solution for a customer problem; through a workaround, a short-term fix is found. However, in a future update, a feature becomes available that solves that specific issue. The company contacts the customer and alerts them about the updated feature and solution.
Vendors in the SAP customer service space include: Bilot, Datasense Solutions, and Focused Impressions Technology.
5 results
A Look into the Ultimate Online Selection DirectoryJun 14, 2017 — ERP News (www.erpnews.com) is excited to announce that the ultimate online ERP Selection Directory 2017 is live! ERP Selection Directory (www.erpselectiondirectory.com) is an unbiased, formative and unique platform where you can search for ERP vendors and related application partners just by entering the location or industry information. Deploying an ERP system is an expensive process […]
1 minute read
Embracing the Art of the Possible with SAP’s Chief Customer OfficeMay 26, 2017 — Discover how SAP’s Chief Customer Office helps customers leverage existing investments and innovate with new technologies in this SAPinsider Studio interview with Patrick Bresnan, Vice President, Chief Customer Office at SAP. Topics covered include: How the Chief Customer Office transitioned from being 99% reactive to 90% proactive to better help customers leverage their SAP investments […]
1 minute read
Improve Customer Service by Enhancing the Integration of CRM and ECC Logistics and BillingJul 5, 2012 — Most companies have established their logistics and billing processes in their SAP ERP Central Component (ECC) systems. Since understanding customers better has become a key strategy, many organizations are now also using SAP CRM to improve and analyze customer experience, interaction, and satisfaction. Integrating the two systems gives companies the option to maintain their solid […]
11 minute read
Get a Single View of the Customer by Linking Customer Master Duplicates in SAP CRMNov 30, 2011 — When your SAP CRM system has to account for a customer master that has duplicates, an approach based on linking master data records can provide you with a single view of this data. For example, Customer XYZ exists in the system as XYZ1 and XYZ2, and transactions or installed base products are scattered between the […]
13 minute read
Effectively Manage Your Customer Service Business Function by Using SAP’s Integrated Service Order FunctionalityJun 17, 2011 — See how service order functionality integrates with the controlling function to record, track, and manage both costs and revenues resulting from service functions for some of the common customer service scenarios. Key Concept Customer service (CS) order functionality helps you capture the desired level of detail pertaining to activities and resources used to carry out […]
16 minute read