- Case Studies
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.
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.
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.
SAP Field Service Management (FSM)
in the SAP Service Cloud
The best service everywhere
With SAP Field Service Management (FSM, formerly coresystems), processes are simplified. This allows companies to profit directly from more sales, faster invoicing, and greater customer satisfaction. Field Service Management helps improve the customer experience.
In the back office, but also directly with customers, it’s possible to select the right employees, with the right knowledge for the customer’s service requests. Customers themselves can edit their tickets directly in SAP FSM, open, view, and control them. The customer can also select the tickets directly in the system and request particular actions.
Benefits and functions of SAP Field Service Management (FSM)
For the service team in inside sales, there is a dispatching board with non-assigned, outstanding activities, so-called service tickets. All activities that were not yet planned can be assigned to the right service technician for the service incident easily via drag & drop. The activities can also be assigned automatically, based on the technicians’ qualifications and availability. After assignment, they will be informed automatically on their favored devices and they can process the tickets immediately. Reports can be generated directly and signed by the customer on-site. And billing is integrated too. The invoice can be triggered right after the service is performed.
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.