SAP Service Cloud

Customer loyalty thanks to outstanding service quality.

Aftersales with SAP Sales Cloud

SAP Service Cloud – After-Sales Excellence

It takes years to build a good reputation - and seconds to ruin it. That's why your after-sales must be every bit as good as your products and distribution. Offer your customers a variety of ways to voice their concerns with you: directly in the self-service area of your customer portal, by phone, email, fax, on social media, or via chatbot. The SAP Service Cloud in the background accelerates ticket processing by automatically assigning tickets and proposing solutions based on AI analyses. Because the facts show: a positive service experience contributes massively to customer loyalty.

SAP Service Cloud: your advantages

Omni-Channel Service

Offer your customers a range of contact options: from the self-service area in the customer portal to phone, email, fax, Facebook, Twitter, YouTube, Instagram, WeChat, or the AI-driven chatbot. Independent of which channel the messages reach your after-sales service – they all accumulate centrally in the intuitive SAP Service Cloud dashboard, which your employees can use everywhere and on many devices.

Seamless Integration

The SAP Service Cloud is seamlessly integrated with the other solutions from the SAP CX portfolio. Use your customer portal to give your customers access to their messages and interact with them. With the Assisted Service module for SAP Commerce, your service team can support and accompany the customer throughout the entire purchasing process. This allows prospects to find the right products in the online store more quickly. This increases the completion rate, reduces the return rate, and increases customer satisfaction.

Optimized Problem Resolution Rate

With SAP Service Cloud, you not only increase the profitability of your service department but also the problem resolution rate at the first contact. Intelligent technology helps categorize and dispatch tickets and recommend solutions based on the successful resolution of previous tickets. This increases the satisfaction of your customers as well as that of your service team.

360° View of the Customer

SAP Service Cloud displays relevant customer data, service history, and product information every time a contact is made, so that your employees can respond quickly and adequately to the request. It also exploits customized up-sell and cross-sell suggestions that your employees can offer during their call

Satisfied customers

More information
SAP Service Cloud for Field Service

SAP Service Cloud for Field Service

The seamless integration of SAP Service Cloud with SAP Field Service Management makes the solution perfect for handling service calls in the field. In the first step, the customer request is recorded in the SAP Service Cloud and forwarded to SAP Field Service Management. There, the assignment is distributed among the team of technicians in such a way that the problem is solved as quickly as possible. Once the technician has successfully solved the problem, the ticket is closed in both systems.

Get in touch

Patrick Hey

Head of Customer Experience Solutions

Responsibilities
  • SAP CX – Portfolioberatung & Solutiondesign
  • SAP B2B Commerce Cloud
  • SAP hybris on-premise
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