Trust
Updated October 17, 2023
Trust
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with SAP Service Cloud
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.
Complete lifecycle of Service is addressed very well by SAP.
- 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.
- reduced customer service resolution time
- customer service cost
- improved customer satisfaction
We have seen the turn around time for any query has reduced but the problem is sometimes with the performance,
I was not the part of the engagement ,
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
Using SAP Service Cloud
800 - they represent Service function after sales of the product.
4 - SAP C4C
ABSL
BODL
ABSL
BODL
- Ticketing
- Contracts
- NPS
- Warranty
- Detractor Tickets
- Contracts extensions
- Ticket allocation based on localities , pincode and Service Partners
- Adding more products to the portfolio
- interacting the C4C with different trade partners
- integration with other products to make system smooth
Evaluating SAP Service Cloud and Competitors
Yes - SAP CRM On premise was replaced by SAP C4C . Also a custom System based on C# was replaced with SAP C4C Service.
- 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.
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.
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.
SAP Service Cloud Support
| Pros | Cons |
|---|---|
Knowledgeable team Problems get solved Quick Initial Response | Not kept informed Escalation required Difficult to get immediate help |
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.
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.
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.
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.