GrooveHQ vs. SAP Service Cloud

Groove is great for people who are wanting to provide accountability and organization for teams across your business. It is suited well for an organization that has many email requests coming in every day, because you can assign tickets to specific team members. It would not be suited for an organization that utilizes more phone support, than email support

Overall, SAP Service Cloud has a core set of functionality in which it performs well. Enterprise-level structured data collection, case categorisation, and single-channel case handling are very effective, and a good volume of service cases should fit within these parameters. When moving to more customised, atypical, or even just variant processes, however, configuration and streamlining of the system can quickly become very complex, costly, and/or not possible in its present form. Additionally, a very large volume of data is required to train any ML/AI models, so new and small customers will not benefit from these enhancements.

Incentivized

• Creates Tickets when someone emails in or you can create a ticket within the groove system.
• They have great reports on response times and the average amount of time it took for a ticket to close. You can even see individuals average response times as well as specific teams.
• We use their Knowledge Base which is a great tool for creating FAQ and sending people to that.

Incentivized

• First is It is highly effective when we consider Customer Relation Engagement.
• Good User Interface by which anyone can get used to it quickly.
• It is providing infinite opportunity of integration with other SAP solutions.
• Affordable Solutions with effective features.
• It has prebuilt charts which helps us to define customer journey with ease of efforts.

Incentivized

• Better Follow-up by customer success team
• More customization within their major features to fit both, large and small sales teams, alike
• Their site goes down fairly often

Incentivized

• While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
• While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
• While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

It's well organized, but slow.

I'm giving them a 3 for the really great support they gave for general questions. They also have a good knowledge base. I'm giving them only a 3 though because of my last customer service when I need a billing resolution. I was very disappointed in how they handled that. I also find it very bad practice to send out ONE email notice that they were raising my rate three times as much at the end of the month. When I was with Desk.com, I had numerous emails over months letting me know their billing plans were changing. Even worse than refusing to refund me the difference was that they just stopped responding to me.

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

We also use Trello for project management. I have used both systems and we like Groove because it allows for our clients to contact us via email. They do not have to go to a ticket submission page, they can just email us directly and it will create a ticket. Groove also provides analytics on how long it takes to respond to tickets

We went with SAP Service Cloud instead of Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.

Incentivized

• We wasted a lot of time setting up the product before we discovered a lot of features listed on the website aren't ready for public use

• can help speed up issue resolution, reducing the time customers spend waiting for solutions
• AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
• One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers

Incentivized