SAP Service Cloud - Leading Customer Service Excellence
April 03, 2024
SAP Service Cloud - Leading Customer Service Excellence
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
We use it as a centralised ticketing system for internal tickets as well as customer support tickets. In a company as ours it was very important to provide customer support and adhere to SLAs. SAP Service Cloud's ticketing system enables us to register tickets, track the status and helps in delivering resolution of the tickets. It gives a view to all the relevant stakeholders on the progress of the tickets. We are also able to monitor agent performance and improve their performance based on the insights we derive by using SAP Service Cloud's system. We can also access the entire history of a customer's tickets and refer to them in case we need any information.
- Accurately registers information. Acts as the single source of truth.
- We are able to track SLAs and make sure we do not breach them.
- Helps in coordination between multiple teams where all the teams can view the progress and stay up to date.
- Helps deliver value to clients as we it is seamless for clients to raise tickets and track them.
- Helps free up internal resources as we can focus on our core product offerings.
- A better onboarding guide as first time users need some training to get accustomed to the software.
- We do not use all the features as we do not the complete capabilities of the product. Hence maybe tutorials/demos as per use case a feature solves would help us understand better.
- New feature releases that are available in other stand alone tools
- Frees up internal resources to focus on core product offerings
- Helps adhere to SLAs
- Provides us with a system to manage customer support tickets
- Helps deliver high CSAT scores
Yes it has added significant value to us and our customers. Mainly to have a system where our customers can raise tickets. Secondly for our agents to respond to and resolve those tickets. This whole process from end to end of registering a new ticket to resolution has been facilitated by SAP Service Cloud's product. It has had a massive impoact on the way we operate.
SAP Service Cloud's system works better because in case we have any issues we are easily able to connect with the SPOC and get our issues resolved. Whereas with the other system it takes us time to connect and get a resolution. Also our agents are more comfortable using SAP Service Cloud's system because of the intuitive UI.
Do you think SAP Service Cloud delivers good value for the price?
Yes
Are you happy with SAP Service Cloud's feature set?
Yes
Did SAP Service Cloud live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of SAP Service Cloud go as expected?
I wasn't involved with the implementation phase
Would you buy SAP Service Cloud again?
Yes