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SAP Service Cloud

The new era of customer service

The SAP Service Cloud (formerly SAP Hybris Service Cloud) offers customers seamless customer service: The customer has a uniform service experience across call center, digital channels, support communities, forums, and E-commerce thanks to a single platform with intelligent routing. The customer’s changing requirements and request volume can be satisfied in that customers receive answers to all of their questions on the channels they prefer.

24/7 availability 365 days a year makes for good customer service. Regardless of where the customer is. A digital service solution should do the same thing for service technicians. Regardless of whether inside sales or sales force, field service or call center, the SAP Service Cloud is always available in real time.

The SAP Service Cloud is part of the SAP Customer Experience Solutions. Service is the central component of an end-to-end customer experience, since it’s here that most direct contact with the customer and his challenges takes place.

Contents

Table of contents

Here's how companies can profit from the SAP Service Cloud

How do you create experiences that make customers happy and increase their loyalty? With digitalization, customers have more choices than ever for making contact with companies and placing their service requests. With the SAP Service Cloud, companies can satisfy these requirements completely.

Transparency

The SAP Service Cloud generates a complete feedback loop, from case to solution. All information about customers, products, and requests is available centrally and in real time.

Harmonized business processes

Harmonized front-office engagements and back-office processes are created with comprehensive data on a platform.

Omni-channel

The service team in inside sales can use omni-channel support in a single cloud offering.

Gamification

Motivated service technicians thanks to “playful” contact centers.

Integration

The possibility of easy integration into SAP S/4HANA or SAP ERP simplifies seamless processes with regard to the management of master data and contracts, on through to spare parts.

Simplified processes:

Simplified processes result in more sales, faster invoicing, and greater customer satisfaction.

Here's how customers can profit from the SAP Service Cloud

Customers expect that companies are in a position to support them however and whenever they need it. The times in which customer service was only an interaction after the sale are past, due especially to the rise of social media and direct contact channels and forums, where discussions and interactions are often conducted in public. That’s why it’s more important than ever for companies to reinvest in their customer service solutions, to improve them, and rely on an omni-channel strategy.

Happy Customers

Find and assign customers the right technician in the right place at the right time.

Help with self-help

Self-service offerings are available all the time and from anywhere.

Available 24/7

24/7 customer service with chatbots, knowledge databases, and communities.

The benefits of SAP Field Service Management at a glance

Quick and more efficient planning of service deployments with artificial intelligence.

Immediate access for all service technicians to all information relevant to their service tickets.

Transparent, open communication with customers at all times.

Customer self-service for shorter reaction times.

Learn more about the SAP Service Cloud

The SAP Service Cloud helps companies provide their customers with the best customer service. This way, customers have a seamless service experience. More in the video.

SAP Customer Experience solutions

Your Contact

Picture of Alexandra Maidl, Director Customer Engagement at valantic Customer Engagement & Commerce

Alexandra Maidl

Director Customer Engagement
valantic Customer Engagement & Commerce