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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
Redefining Service Experiences with AI and SAP Service CloudJun 2, 2025 — As customer expectations for speedy and personalized service rise, businesses face challenges in cost-efficient service delivery amid talent shortages, but SAP Service Cloud offers AI-enhanced solutions to improve customer experience through automation, case management, and data integration.
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SAP Service Cloud and SAP S/4HANA -Deliver Outstanding Customer ServiceAug 6, 2024 — See how you can take advantage of your SAP Digital Core and deliver outstanding customer service with increased efficiency and lower TCO. With SAP Service Cloud and SAP S/4HANA you can drive digital transformation that delivers greater value to your customers.
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Körber Acquires Majority Stake in Stellium to Expand SAP Supply Chain FootprintFeb 3 — Körber's acquisition of a majority stake in Stellium exemplifies the trend of consolidation within the SAP consulting space, enhancing its capabilities in supply chain management as demand grows for integrated solutions over standalone applications.
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How Companies Use Service Management to Increase Revenue and Retain CustomersJun 3, 2009 — Find out how companies are using different service delivery models — including service contracts and product service letters — to transform their service processes to maximize service revenues. In addition, take a look at service billing using CRM Billing and contract entitlements before and after service is provided. Key Concept Service order management allows users […]
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How to Integrate SAP CRM Shared Services Framework with SAP ERP HCMNov 25, 2013 — Learn about the integration of various HR processes with the SAP Customer Relationship Management (CRM) service center’s front-end solution, Shared Services Framework, which helps improve the efficiency and effectiveness of your shared-service organization. Using the birth of a child as an example, the details for the employee benefits of SAP ERP HCM are covered in […]
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ABAP Development in the CloudNov 1, 2018 — Thank you for registering to read the discussion transcript on taking advantage of the newest ABAP innovations, enterprise-grade SAP Cloud Platform business and application services, and the power of the SAP HANA business data platform to build breakthrough business applications in the cloud. Please find the transcript below. Matthew Shea: Hello, and welcome to our […]
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