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What is SAP Service Cloud?
SAP Service Cloud is part of the SAP Customer Experience portfolio centered upon providing highly efficient and cost-effective customer support throughout an omnichannel customer experience. Regardless of where the customer resides or the time of day, SAP Customer Cloud ensures that the appropriate customer support channel (e.g., self-service, chatbot, telephony) engages and resolves customer service issues.
Ultimately, users of SAP Service Cloud want to achieve greater customer loyalty and lower operating costs. It’s for these reasons that the solution serves retailers and manufacturers of consumer products.
According to SAP: “With the SAP® Service Cloud portfolio, you can improve the speed, efficiency, and cost of customer service operations, better understand customers, and free them to engage with your business on their own terms across all channels. Use it to automate tasks, analyze service operations, and integrate with sales, e-commerce, and other areas so there’s a unified customer view and context – the key to extraordinary, consistent service.”
What is SAP Service Cloud?
SAP Service Cloud is part of the SAP Customer Experience portfolio centered upon providing highly efficient and cost-effective customer support throughout an omnichannel customer experience. Regardless of where the customer resides or the time of day, SAP Customer Cloud ensures that the appropriate customer support channel (e.g., self-service, chatbot, telephony) engages and resolves customer service issues.
Ultimately, users of SAP Service Cloud want to achieve greater customer loyalty and lower operating costs. It’s for these reasons that the solution serves retailers and manufacturers of consumer products.
According to SAP: “With the SAP® Service Cloud portfolio, you can improve the speed, efficiency, and cost of customer service operations, better understand customers, and free them to engage with your business on their own terms across all channels. Use it to automate tasks, analyze service operations, and integrate with sales, e-commerce, and other areas so there’s a unified customer view and context – the key to extraordinary, consistent service.”
Key capabilities include:
- Intelligent routing to ensure the right channel serves the customer.
- Customer sentiment analysis to quickly react and respond to customer complains in emails and tickets.
- Experience management to act upon revenue opportunities based on customer behavior.
- Agent desktop that sues customer history and analytics for a personalized service approach.
Key Considerations for SAPinsiders
- Open the door to digital transformation within the customer service area. In this video case study about Moen, Tim Baker, SVP of Information Technology at Fortune Brands Global Plumbing Group, shares how the company strengthened customer loyalty and digitally transformed its customer service channels. After gaining solid results with its sales team, the company shifted to its consumer services call center that receives thousands of consumer calls throughout North America. … “what we did is we created a digital platform to automate that process and allow them to be much more efficient in the way they answered questions and much more complete in the answers that they gave to consumers. We estimate that there are 50 million Moen owners in North America alone. And we started providing inbound callers that were known to be Moen product owners with e-coupons that they could redeem and purchase our products online.” Watch the full video to learn more.
- Automate document processing for faster response times. When Butterfly Marketing Limited, a home appliances and consumer electronics store in Bangladesh, needed to transform its customer service operations into a digital and automated process, it relied on SAP Service Cloud as part of the solution. A key initiative of the transformation was creating a transparent and quality end-to-end customer omnichannel experience. According to SAP and Butterfly, the project resulted in, “Enhanced complaint management through the auto allocation of service tickets, increasing average response times, reducing manual errors, and supporting higher employee productivity. And improved service ticket integration with complete automation of document processing regarding goods movement and financial transactions, providing greater visibility of the end-to-end document flow.” Read the case study to learn more.
Other solution providers in this space include: ServiceNow and Boomi.
854 results
Cloud Foundry and the Future of Cloud-Native Development on SAP Cloud PlatformMar 31, 2017 — Learn what Cloud Foundry is and its impact on the future of cloud-native development and SAP Cloud Platform. Key Concept With production support for Cloud Foundry scheduled with the Q2/2017 release of SAP Cloud Platform (formerly SAP HANA Cloud Platform), it’s important for developers to understand what Cloud Foundry is and the prominent role it […]
13 minute read
Make the Move to SAP Cloud Platform ABAP Environment with ConfidenceAug 15, 2020 — A fully digital approach to operations enables not only efficiency, but also resiliency and stability during disruptive times, such as the COVID-19 crisis. Cloud-based solutions allow businesses to continue running at any time and from anywhere, and cloud-delivered software updates continuously add new features and improvements to help organizations run better. With SAP Cloud Platform ABAP environment, these capabilities extend to the application development and runtime environment for SAP software.
This article introduces features delivered with the latest release of SAP Cloud Platform ABAP environment, version 2005, to help SAP customers start moving their ABAP development to the cloud with confidence. Topics include:
• An overview of the major new features delivered with version 2005
• A deep dive, using a step-by-step example, into one of the new integration features, which enables a simplified approach for connecting on-premise back-end systems with the cloud-based ABAP environment
• A closer look at a key new infrastructure feature — flexible sizing options for supporting the cloud-based ABAP environment
• A preview of the features planned for delivery with versions 2008 and 2011 of SAP Cloud Platform ABAP environment
18 minute read
Technical Guide: Transitioning to SAP Cloud Platform Integration SuiteMay 22, 2020 — Seamless integration across applications and systems — whether they are SAP, non-SAP, on-premise, cloud, or hyperscaler systems — enable organizations to digitalize their end-to-end processes and make the enterprise more connected and intelligent. Forward-thinking organizations are taking a holistic and strategic approach to their enterprise integration initiatives as they pursue digital transformation, embracing the agility and simplicity of modern cloud-based integration platforms by moving to more intelligent solutions such as SAP S/4HANA and SAP’s Intelligent Suite. This article provides guidance for IT architects to help them safely and successfully transition from SAP Process Integration and SAP Process Orchestration to SAP Cloud Platform Integration Suite.
After reading this article you will be able to:
- List actions that are key to a successful transition to the SAP Cloud Platform Integration Suite;
- Explain how to build new integrations with SAP Cloud Platform Integration Suite;
- Follow best practices for moving existing integration scenarios to SAP Cloud Platform Integration Suite.
15 minute read
Introducing SAP Cloud Platform Credential StoreNov 20, 2019 —
Most organizations today are somewhere along the journey toward becoming a digital business, with meeting high expectations for the customer experience a central driver. One of the keys to creating an exceptional experience is the ability to access data in back-end systems in real time, which means that robust integration is critical. This article introduces a new, standardized approach to integration that can help you accelerate your digital transformation and ensure a seamless customer experience.
A holistic integration approach is a key prerequisite for organizations pursuing a digital path for their business. This article introduces SAP’s Integration Solution Advisory Methodology (ISA-M), which helps organizations shape their integration strategy — using predefined integration patterns for processes-, data-, user-, and Internet of Things-centric integration scenarios — and become an Intelligent Enterprise.
Secure connections between applications is critical in modern, hyperconnected landscapes. The SAP Cloud Platform Credential Store service enables highly secure connections between applications in cloud-based landscapes by storing the required credentials and making them available to applications via a REST API. This article provides an overview of the key concepts and configuration tasks that are required to use this service in SAP Cloud Platform landscapes.
8 minute read
Understanding Service Level Agreements in Service DeskAug 26, 2011 — Manager See how the configuration of Service Level Agreements (SLA) works in SAP Solution Manager, with a specific focus on how information moves among configuration objects. Knowing how the objects involved interact allows you to not only perform more effective configuration but also solve problems should anything go wrong. Key Concept SAP Solution Manager’s Service […]
17 minute read
What You Need to Know About Cloud Security for SAP SolutionsOct 1, 2016 — Live Blog What You Need to Know About Cloud Security for SAP Solutions SAPinsiderMatt: Welcome to today’s Q&A on cloud security for SAP solutions. I am pleased to be joined by cloud security experts from IBM. Please give Madhuri Chawla, Tony Petta, Mark McNair, and Michael P Daniels a warm welcome! There are already […]
20 minute read
How to Configure and Implement Global Percentage Bidding for External Service ProcurementDec 28, 2017 — Learn how global percentage bidding (GPB) is configured and implemented to accelerate the management of service specifications for external service procurement. Discover how this functionality reduces the time and cost of procurement in organizations. Key Concept Global percentage bidding (GPB) is a request for quotation document type in an SAP system that is used to […]
20 minute read
Consume Enterprise Services in Java Using SAP NetWeaver Developer Studio to Achieve Your Business Process GoalsJan 15, 2009 — Find out how to connect to the Services Registry, download the service from it, and design, deploy, and test the service using the Java 2 Platform, Enterprise Edition (J2EE) engine in an SAP NetWeaver Developer Studio environment. Learn how you can publish a service using SAP NetWeaver Administrator on the Java side, browse and download […]
17 minute read
Embracing a Multi-Cloud Strategy with SAP BTPSep 30, 2021 — The SAP Business Technology Platform (SAP BTP) has been subject to several key transformations over the years. While cynics are quick to point to marketing shenanigans with all the product name changes (“SAP BTP: Now with 63% more awesomeness…”), there has absolutely been a method to SAP’s madness: openness.
While many of SAP’s competitors continue to fight for territory in the ultra-competitive and ever-changing platform-as-a-service (PaaS) space, SAP has gone all in with its commitment to open-source projects such as Cloud Foundry and Kyma in an effort to give its customers more choice when it comes to building out a (hybrid) cloud strategy.
In this article, we’ll take a look at some different ways that SAP BTP can be used to develop a multi-cloud strategy that maximizes your existing cloud investments while simultaneously extending the reach of your SAP business systems – SAP S/4 HANA or otherwise. Here, we’ll see that SAP BTP can be used side-by-side with PaaS services provided by hyperscalers such as Microsoft (Azure), Amazon (AWS), or Google (GCP) to create many new and exciting solutions to accelerate your digital transformation journey.
12 minute read
Running SAP on the IBM BlueMix Infrastructure Platform: Live Q&A on IaaS Deployment OptionsApr 1, 2017 — IBM offers SAP certified cloud infrastructure available in multiple locations globally with a choice for clients to choose a self service / IaaS model or fully managed by IBM on the BlueMix platform. IBM’s bare metal servers on BlueMix provide the best performance for SAP and HANA applications while allowing the capability to leverage Watson […]
29 minute read