Catch all system for all your service needs
July 28, 2022

Catch all system for all your service needs

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

Our biggest problem was the need to get all of our service organizations onto the same platform. Service Cloud allowed us to do that. Now we are able to process over 3000 customer inquiries per day and provide a wholistic view of our customers to those that need it.
  • Email to Ticket Processing
  • Integration with SAP backend
  • Machine learning - AI to assist users quickly
  • Overall flexibility and extensibility
  • Field Service offering requires an additional product for more features
  • Performance - always room for improvement compared to competitors
  • Customer service has been able to move out of shared mailboxes and into a ticketing system.
  • Reporting capability for Customer Service
  • SLA's have been established and tracked
Out of the box integrations have been fairly easy but always a unique journey anytime that needs customized.
Impact on customer service has been very good. We have been able to standardize how customer service is approached. Customer inquiry process time, visibility, and tracking have all benefitted.
Feature offering was quite close. Integration with SAP back in was a big deciding factor.

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Service Cloud is relatively well-rounded for all of our service scenarios. Overall it does not do anything extremely well, but at the same time, it does not do anything poorly either. The system is a very even system for all of our service processes. One area where we have seen good success is around email to ticket handling. We send 3000+ new emails into C4C per day to create tickets and the system handles that volume and all their interactions quite well for customer service.