SAP Service Cloud for Consumer Industry with a Twist Where We Integrated it with SAP QM
July 31, 2022

SAP Service Cloud for Consumer Industry with a Twist Where We Integrated it with SAP QM

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

We use SAP Service Cloud as the global solution in Arla Foods Ingredients for handling customer complaints, it replaced the legacy Lotus note-based solution. We want to improve the overall customer experience, reduce time
spent on complaint management, and help Arla Foods quickly learn from
mistakes. We also want the Sales and Global/Site QEHS to work together for more
consistent and accurate handling of customer
complaints, i.e. product quality and shipment, and
provide the best support to the customers. Furthermore, the AFI Complaint project will enable tracking causes and “value” of complaints to avoid future reoccurrence and provide valuable insights as to the costs related to complaints.
  • Automatic complain creation from inbound Email and existing sales orders
  • Categorization of complaint, service workflow management, SLA management, etc.
  • Out of the box with prebuilt integration elements, e.g. service order, various master data elements, like the customer, product, equipment, time and material, etc.
  • I would like to see integration of a service ticket with SAP QM module.
  • Ticket History Data source should have information about the service technician, and to who it was assigned.
  • I would appreciate UI improvement, especially visual workflow type progress meter of lifecycle status.
  • It improves the overall customer experience, reduces time spent on complaint management, and helps Arla Foods quickly learn from mistakes.
  • The sales and service team will be enabled for more consistent and accurate handling of customer complaints on product quality and shipments and it provides the best support to the customers.
  • Service cloud solution enables tracking of causes and “value” of complaints in order to avoid future reoccurrence and provide valuable insights as to the costs related to the complaints.
1. Various SAP materials are available on what and how to configure the service modules. 2. Prebuilt integration elements reduce a lot of implementation time. 3. Prebuilt SAP standard reports help to quickly build the analytic part of your project requirement. 4. Out-of-the-box integration with Outlook or MS Teams improves user adaptability.
I see a huge improvement in our customer service management. It is easy to use the product. It is cloud-based and supports multiple devices. The service team no longer needs to log on to the VPN to connect to the service solution, now they find everything they need to solve a ticket at their fingertips.

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?

Yes

Did implementation of SAP Service Cloud go as expected?

Yes

Would you buy SAP Service Cloud again?

Yes

The best part of SAP Service Cloud is it is on the same platform as the sales cloud, meaning if you are already using the sales cloud, it is advantageous to go with the SAP Service Cloud so that we will have synergy between sales and service process. Various prebuild integration features with SAP ECC and S/4 Hana will save your implementation time. The machine learning part is super cool, which will help in the automatic categorization of tickets. Also, the feature of accessing KBA documents after integrating them with any third-party KBA software helps service technicians to find the knowledge base on past ticket history and various how-to documents. The scenario where it needs improvements is the out-of-the-box integration with the SAP QM module (QM Notification) which will allow the plant maintenance team to take part investigation process.