Item: SAP Service Cloud
Rating: 7
Author: Manish Doddamane

Overall Satisfaction with SAP Service Cloud

Use Cases and Deployment Scope

We mainly use SAP Service Cloud for accounting and CRM functions. It allows us to provide an optimum service for our customers which has improved the experience of our end users drastically. It can easily handle large-scale data and process it without any hassle. The convenience of storing the material, the security of the content, and the ability to access it using our personal devices.

Pros and Cons

Pros

Well-organized
The payment structure is very convenient as you pay only for the services you utilize
Intuitive UI

Cons

Initial setup and configuration is tedious
Trail version has a very limited scope

Most Important Features

CRM tool
Ticket Management Feature
It provides omnichannel support

Return on Investment

It has improved the customer experience
The time taken to close tickets has been reduced drastically.
The overall efficiency of the sales team has been improved.

Alternatives Considered

We opted for SAP Service Cloud for pre-existing business relations and SAP has strong service expertise in this field. With SAP, there is a real intention to enhance the product on a continuous basis with a focused product roadmap and future vision. SAP also offers a breadth of services that can be integrated with its other modules.

Key Insights

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

Likelihood to Recommend

For a large organization, it is a perfect fit in terms of functionalities and scalability. Although the cost is on the higher side, suitable for large-scale companies, the features and the overall return on investment are optimum. Also, it has very good customer support which provides you with proper assistance when needed, especially in set-up and initial stages.

Comments

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