SAP Service Cloud

Our vendor who have developed a mobile application which full fills some of our major requirements like billing at the client location and updating the live inventory levels in multiple locations which helps us to make a decision to deliver a particular product from the nearest location to the end customer.

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.

Of course, we saw positive impact of the SAP Service Cloud on our work productivity and efficiency. We are able to work faster and able to get the customer feedback which allow to work on process improvement. Internal work efficiency has also shown significant impact. Given the AI capabilities has added some additional advantages.

NA

Yes, it has improved a lot in that section particularly; I see many improvements in our services to date by using SAP services; it has excellent analytical inbuilt skills with AI Insights and automates the process, which produces beneficial reports that describe customer journey start to end through our platform.

SAP Service Cloud really helped us with customer service. It made things smoother by giving us a clear view of what customers need, solving issues faster, and using smart insights. Customers are happier, and our work is better organized, saving money and making our services even better. it has made business easy in our organization.

CS time has been reduced and SAP has helped create a better process flow. This has improved our time as well as provided us with additional resources to focus on other aspects of the job. I recommend Service Cloud when starting out as a guideline for any other programs that a potential user may be interested in.

In summary, SAP Service Cloud is well-suited for our organization who looks to improve their customer service operations, enhance efficiency, and gain valuable insights into their service processes. It addresses key challenges in customer service management, including operational efficiency, customer satisfaction, and data-driven decision-making. Also for us it Reduced Operational Costs: By automating routine tasks and optimizing service processes that SAP Service Cloud help us breakeven the costs associated with customer service operations.

It helped us improve our response metrics, our customer satisfaction score, categorization of the tickets, first contact resolution rate, and proper prioritization of the tickets. Our two most important metrics i.e. response metrics improved by 3-4X while the CSAT score improved by 35% after the implementation of the software.

Delivering a more effective,personalised an responsive experience that lead to improve our customers satisfaction and loyalty.
Creation of knowledge base that includes FAQs,articles and solutions, where customers are able to access .
Proactive customers engagement through features like automated notifications, follow-up and communication( on unified communications channels) and efficient case management.

Our customer support team has better productivity and efficient workflow because SAP has allowed us to organize our processes in a simplified manner. It has allowed us to save a lot of time in our work; hence, our team can handle many more tickets.

Yes , I saw a drastic change in our feedback score which is increasing from the past few years. Beacuse of this my team effectively responded to each email on the proper timeline and also refering the same query from the previous solutions provided to my any previous customer. It saves a lot of time and manual effort as well

It's a great customer service tool that can sort people based on their priorities and issues. Help us to maintain a great relationship with customers. It helps us to improve customer satisfaction and allows us to provide omnichannel support to our customers. Overall SAP Service Cloud improves the quality of our service.

Our organization has observed enhanced customer service capabilities, and this has had a positive impact on our overall operations. It has resulted in increased customer satisfaction, more efficient case management, the ability to provide omnichannel support, and improved knowledge management.

I dont see any change, the customer service is via a local partner: Infocenter.

We noticed a great improvement in the quality of service, this was the main change after the acquisition of Sap Service Cloud, making the entire company more agile in its services and improving end customer satisfaction, the result of a job well done and very well optimized. project. One of the positive impacts of the platform was also to simplify all matters and make it faster for employees to contact them with super-routed service.

Since implementing SAP Service Cloud, our customer service capabilities have indeed seen a marked improvement. Before, we grappled with scattered communications and the occasional missed customer query. Now, with the centralized system, we have a clearer overview of all incoming queries, ensuring we address each one timely. The platform's efficient ticketing system, coupled with its integrated knowledge base, has empowered our team to resolve issues more rapidly and provide immediate solutions to frequent questions. This has led to enhanced customer satisfaction, as reflected in the positive feedback we receive. For our organization, this improvement means not only happier clients but also a more streamlined internal process. We've reduced time spent on manual tasks, allowing our team to focus on more complex, value-added activities. As a marketing agency working with a major bank, maintaining a high standard of customer service is crucial, and SAP Service Cloud has significantly aided us in achieving and maintaining that standard.

SAP Service Cloud has streamlined our customer service processes, allowing us to resolve customer inquiries and issues more efficiently.

It has created a better visual so our customers can have a better understanding of how our organization works.

Faster Issue Resolution: Through features like case management and knowledge management, SAP Service Cloud can help resolve customer issues more quickly and accurately.Data-Driven Decision Making: The platform provides robust analytics and reporting tools, enabling organizations to make data-driven decisions to improve service quality.Self-Service Options: Self-service portals and knowledge bases empower customers to find solutions on their own, reducing the workload on service agents.

A centralized method for handling customer service cases is offered by SAP Service Cloud. Cases can be created, assigned, and tracked by customer support representatives to guarantee prompt resolution of client concerns.

The fact that SAP Service Cloud provides a unified source for information for customer communication made it much easier to share information among internal teams facing the same customer, but usually not communications with each other.
This allowed for a better and more efficient communication with the customer, leading to increased customer satisfaction and thus increase in profits.

My use and experience with SAP Service Cloud does not allow me to say if it improved our customer service or not.

Absolutely, SAP Service Cloud has significantly improved our customer service capabilities. Processes are streamlined, customer insights are comprehensive, and issue resolution is more accurate. The impact? Increased customer satisfaction, operational efficiency, brand loyalty, and a competitive edge in the market. It's not just a tool; it's a transformation for the better.

Overall interaction with client is more effectively going on. We have a better secured way now to have data transmission. Customer identification feature is the best one helping to monitor the correct data along with the data privacy.