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SAP Service Cloud

SAP Service Cloud

Overview

What is SAP Service Cloud?

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

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Recent Reviews
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Awards

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Reviewer Pros & Cons

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Verified User
Administrator in Other
Wholesale Company, 11-50 employees
Verified User
Employee in Customer Service
Information Technology & Services Company, 501-1000 employees
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Pricing

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SAP Service Cloud

SAP Service Cloud

N/A
Unavailable

What is SAP Service Cloud?

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is SAP Service Cloud?

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

SAP Service Cloud Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

Reviewers rate Ease of integration highest, with a score of 7.4.

The most common users of SAP Service Cloud are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(128)

Attribute Ratings

Reviews

(1-1 of 1)
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October 17, 2023

Trust

VK
Vishal kanwar
Deputy Manager
Whirlpool Corporation (Consumer Goods, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Hi We are using SAP C4C service cloud. We are a Service based org. and almost 15000 Plus tickets are created everyday and to support the whole cycle of tickets we are using SAP C4C .Apart from Tickets , we use contracts, Products and other areas as well.

Complete lifecycle of Service is addressed very well by SAP.
Pros and Cons
  • Ticket Management
  • Contracts
  • Personalization on screens wrt business roles
  • Organizational structure
  • Contracts lifecycle needs to be improved
  • Speed and performance is issue sometimes
  • Expert services and SLAs on incidents.
Likelihood to Recommend
Ticket Management
Ticket allocation
Contract Management
Products Management
Customer Management
Return on Investment
  • reduced customer service resolution time
  • customer service cost
  • improved customer satisfaction
Ease of Integration
10
We have integrated our system with other system aswell
Customer Service Improvements
We have seen the turn around time for any query has reduced but the problem is sometimes with the performance,
Alternatives Considered
I was not the part of the engagement ,
Other Software Used
Users and Roles
800
they represent Service function after sales of the product.
Support Headcount Required
4
SAP C4C
ABSL
BODL
Business Processes Supported
  • Ticketing
  • Contracts
  • NPS
  • Warranty
Innovative Uses
  • Detractor Tickets
  • Contracts extensions
  • Ticket allocation based on localities , pincode and Service Partners
Future Planned Uses
  • Adding more products to the portfolio
  • interacting the C4C with different trade partners
  • integration with other products to make system smooth
Likelihood to Renew
9
Products Replaced
Yes
SAP CRM On premise was replaced by SAP C4C . Also a custom System based on C# was replaced with SAP C4C Service.
Key Differentiators
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
As SAP C4C is a cloud based solution We acknowledged that SAP C4C had Seamless Integration with Other Systems where as we also found the layout and frontend was very user friendly. It is also very secured as the system is license based compared to the other system which we were planning SAP C4C stood out wrt to all the important parameters.
Evaluation Lessons Learned
We would consider trying it out based on a few parameters mentioned below.

1. We would consider figuring out the system performance as sometimes system performance goes down.
2. User-based license costs should be less.
3. More drag-and-drop customization for end users.
4. System end support from the organization should be prioritized.



Support Rating
6
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.
Premium Support
We have a SPOC assigned from SAP but still, sometimes we don't get the required support when the issue is very high as the business on the other hand does not understand the limitations that we have to do. Premium support is something that we had initially but currently, we don't have it in the organization. We are planning to work parallel with SAP on the same.
Bug Resolution
Yes
Sometimes it takes time but sometimes the issue get stuck. So I would not completely agree that we have a satisfactory response from SAP we would say it is very neutral sometimes the priority needs to be checked and the response/ resolution should be provided in a manner that the customer doesn't have to escalate every time.
Exceptional Examples of SAP Service Cloud Support
1. while deploying the issue was checked from SAP and resolved on time.
2. System performance was monitored as it was going down when system was hosted at SAP.
3. The old version of the SDK file with changed data was shared on priority basis.
4. At the time of project implementation (hyper care) SAP did help a lot on issues.
5. Issuing of license was also very fast.
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