1. Home
  2. Customer Engagement Platforms
  3. SAP Service Cloud Reviews
  4. User Review of SAP Service Cloud
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.

Do you think SAP Service Cloud delivers good value for the price?

Yes

Are you happy with SAP Service Cloud's feature set?

No

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

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.