SAP Service Cloud

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?

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.