Improved end-to-end service experience with SAP service solutions!
Outstanding service across different channels, any time you like. This is how you exceed your customers' expectations. Before, during and after the purchase. With SAP applications for optimized service, such as SAP Service Cloud (version 2) as part of the SAP Customer Experience Suite and SAP Field Service Management, you can handle all customer service processes digitally, efficiently – yet still in a customer-focused manner. From the first interaction with the customer to service delivery and ultimately the billing via S/4HANA Service – both you and the customer benefit from this seamless service experience
An efficient, forward-looking service is a clear competitive advantage. Intelligent systems help companies achieve this and contribute to increased customer satisfaction and ultimately to customer loyalty in the long term. We’ll explain what needs to be considered here.
From quick information to on-site service – the tools and functionalities for the perfect service experience in detail
Which SAP Service applications in detail lead to the perfect customer experience, and how can end-to-end processes be created in service? What exactly are the benefits and how do they interact or work together?
The image shows that the SAP Service Cloud (version 2) is the tool for you when it comes to customer service in the end-to-end service process. SAP S/4HANA Service is used for service operations and SAP Field Service Management for your field service. The SAP solutions are complemented by the SAP CX AI Toolkit and the ORBIS Customer Service Portal.
SAP Service Cloud for improved customer service
Your customer has a question and expects you to provide direct support over their preferred channel. If the question cannot be answered using the self-service portal, the Support Team in Customer Service takes over.
With SAP Service Cloud version 2, your customer service employees have a tool that provides them with quick, easy and smart support, allowing them to focus on providing solutions. The intelligent integration of AI throughout the entire service process offers you system-supported answers and suggestions for meaningful measures. For example, you can get relevant knowledge articles from your knowledge base or previously resolved cases with similar issues.
The functionalities of SAP Service Cloud version 2 at a glance
Intelligent Case management and case designer
Tickets become cases. Optimize the processing of requests received by phone, email and other applications using pre-configured workflows in the case designer and intelligent case management, in which requests are automatically analyzed using artificial intelligence and forwarded to the appropriate employee. This results in a high resolution rate.
Agent desktop and omnichannel service
Service Cloud provides a customer engagement center for mapping seamless service over all service channels (such as email, social media, app, telephone etc.). This makes it easy to keep track of customer information and contact history. The Agent Desktop with state-of-the-art UI assists with call handling with the key call center functions, such as integrated computer telephony with caller routing or provides you with AI-powered recommendations for email templates.
AI-powered case handling
Machine learning and natural language processing (NLP) support employees in their daily work in a GDPR-compliant manner by summarizing cases and emails, automated categorization, sentiment analysis, recommendations based on similar cases and automatic translations. This increases productivity and efficiency. Proactive service can also be improved thanks to synergy between IoT and AI.
Perfectly integrated into the SAP Service Cloud version 2: Self-service offers and knowledge databases
Help your customers to help themselves! Whether it’s talking to a virtual service agent, chatting live using a chat bot, reading extensive information about products and functionalities in a knowledge database, or exchanging experiences in an online community, there are many ways of enabling your customers to solve their problems on their own and can be integrated seamlessly in the SAP Service Cloud.
ORBIS Customer Service Portal
Manage service requests and equipment transparently, at any time and from anywhere. The ORBIS Customer Service Portal provides you with real-time updates on all requests and each piece of equipment/registered product. This information can then be forwarded to the customer automatically. Customers can also quickly and easily submit service requests themselves.
Knowledge databases
Use tools like Empolis to ensure efficient knowledge management. These can be seamlessly integrated into the SAP Service Cloud version 2. Make company and product knowledge accessible to your service employees in a central location and clearly arranged across all data sources, documents and media. This helps to achieve a faster resolution rate and allows new employees to quickly get up to speed in their new role.
The added value of SAP Service Cloud version 2 for you, your team and your customers
For you and your team:
- More efficient service thanks to better insights and easier collaboration
- Higher resolution rate thanks to AI-powered and predefined workflows
- Use of knowledge databases gets new members up to speed in no time
For your customers:
- Higher degree of personalization thanks to improved customer insights.
- Faster response times thanks to optimized processes
- Improved availability thanks to the use of self-service portals
In our webinar on demand on SAP Service Cloud version 2, our experts look at exciting new functions and discuss the advantages in the live demo.
The roadmap for transitioning from v1 to v2
Are you looking to transition to SAP Service Cloud version 2 and benefit from the range of new functions and AI features? Please get in touch with us and we’ll discuss the switch with you in depth.
We’ll advise you …
... and draw on our expertise and vast experience in the CX area when migrating to the new version of the Service Cloud. We’ll address your individual needs and requirements, evaluate efficient implementation options and assist you with process design
We’ll plan with you …
... and build on our tried and tested transition service and consideration of the SAP transition journey, we’ll work with you to develop your roadmap for a tailored transition.
We’ll help you with the implementation process …
... and can make the migration and integration into your existing IT landscape as easy and quick as possible for you thanks in-depth preparation and our own tools and project solutions. From configuration and data migration to training your employees, we’ll support you and ensure a seamless transition to version 2 without any loss of efficiency.
SAP Field Service Management (SAP FSM)
When it comes to machine maintenance, diagnostics and troubleshooting, the field service is the preferred option nowadays. To make sure it is successful, smart, mobile and consistent, we have specialized in consulting for the entire service process chain. In this respect, we understand both the process level and the implementation and integration of systems based on SAP solutions.
The functionalities of SAP Field Service Management at a glance
Integrated service processing in SAP ERP or S/4HANA
The technician’s deployment-related planning and feedback is automatically posted in the system. Seamless integration in SAP S/4HANA enables direct and automatic data updates. Both consumption and times are recorded, chargeable items are invoiced, required parts are selected from parts lists and are pre-shipped and stocked for the warehouse, and cost estimates are submitted. Not only does this save time; it also reduces susceptibility to errors.
Enhanced efficiency in the field service
On-site scheduling must be handled efficiently to minimize downtime and ensure excellent service. The SAP Field Service Management solution helps you by optimally scheduling your resources. It also helps your service technician with processing the deployment. SAP FSM makes all the necessary information available and provides support by means of managed checklists.
Real-time key performance indicators
Individual analyses and reports enable you to identify problems at an early stage and make the right decisions. SAP FSM also allows you to always keep an eye on the field service’s key performance indicators and come up with appropriate tasks. This enables you to always comply with your service level agreements (SLAs) and guarantee customer satisfaction.
Summary of the advantages of SAP Field Service Management
Optimized planning
Automate your route planning, scheduling and dispatching with AI and integrate external partners via Crowd Service
Reduced costs
Reduce field service costs through improved planning, extended operating times and real-time information, e.g. on resource availability
Increased customer satisfaction
Customers benefit from faster service delivery and are kept informed automatically.
More seamlessly integrated SAP solutions for your service activities
SAP S/4HANA Service
SAP S/4HANA Service – a core solution – is the ideal basis for back-office service processes. It supports you with standard functions such as service contracts, subscription deals and solution portfolios. Integrate service functions in other SAP cloud solutions or on-prem SAP enterprise solutions to enable an end-to-end service experience for your customer – from problem reporting to problem solving.
SAP Commerce Cloud
A successful e-commerce strategy requires consistent, personalized communication and a standardized platform. Whether your business focuses on the B2B, B2C, B2B2C or even D2C segment, SAP Commerce Cloud is the ideal piece of software for your online presence, enabling you to combine all the touchpoints on a single platform. In combination with the ORBIS Customer Service Portal, you can also integrate the purchasing of spare and new parts.
Our partner, Arineo, will help you with the implementation process. The Arineo team’s focus is on conceptually designing, implementing and providing operational support for B2B customer portals or B2C shop solutions.
SAP CX AI Toolkit
The SAP CX AI Toolkit provides you with a standalone AI application based on SAP BTP. With SAP Joule, it supplied you and your service team with proactive and contextual support through analyses and summaries of service orders, for example, and is fully compliant with data protection requirements. The following functions of the AI Toolkit, for example, will make your daily service work easier:
- Creation of personalized email templates
Respond faster to service requests with AI summaries of the key information from various sources and pre-formulating it in an email that then only needs to be personalized. - Creation of articles in your knowledge base
Have you successfully resolved a complex case and wish to add it to the knowledge database as quickly as possible so that other service employees can benefit from it? With the SAP CX AI Toolkit, you can do this in no time at all using AI-powered summaries and processing.
Get your service project off to a low-risk, standardized and speedy start with our precisely tailored starter packages for customer service and field service activities – at a fixed price.
We understand how to boost customer service and tailor the SAP service solutions to meet your needs
We bring together all the important process components – from the contact center, product returns and exchange, to credit and technician dispatch – and associated technical solutions. And make matters simple for you and create a seamless service experience for your customers.
Marketing, customer service and sales combined
We aren’t just specialists when it comes to service topics. Instead, we believe we should focus on producing synergy effects in marketing, service, logistics, finance and sales activities. We promise to contribute this overarching understanding to make your SAP Customer Experience solution profitable. Would you like more information?
