Cloud Nine: The Impact of SAP Service Cloud on Our Company
January 17, 2023

Cloud Nine: The Impact of SAP Service Cloud on Our Company

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

Overall Satisfaction with SAP Service Cloud

We use SAP Service Cloud as a centralized platform for managing customer service inquiries and support requests. It allows us to track and manage customer cases, assign them to the appropriate team members, and monitor progress towards resolution. The business problems that SAP Service Cloud addresses include improving customer satisfaction, reducing response times, and streamlining internal processes. The scope of our use case is primarily focused on managing customer support and service requests, but we also use it to track and manage internal processes like labor management


  • In routing and assignment - It allows us to automatically assign cases to the appropriate team members based on specific criteria such as support level and SLA
  • The knowledge article feature is useful for creating and sharing knowledge articles among team members, which helps us to resolve similar issues much more quickly in the future.


  • The knowledge article publishing feature can be improved to make it easier to find and access relevant articles.
  • one of the most notable benefits has been a reduction in customer service resolution time as a result of the platform's case routing and assignment features.
  • We have saved significant costs through AI labor
  • We now provide excellent customer service
The platform does come with pre-built integration components such as service orders and different types of data, but the integration process is not as seamless as it could be. For example, while we were able to integrate SAP Service Cloud with our legacy systems, SAP Adaptive Server Enterprise (ASE), it required plenty of additional efforts and resources to do so.
The implementation of SAP Service Cloud has for sure led to an increase in customer satisfaction. By using the platform's labor management feature, we have been able to improve the efficiency of our customer service team. We also have been able to reduce the number of unnecessary engineers collaborating in case closure, which has saved us several bucks and improved our bottom line.

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Based my two years of experience, SAP Service Cloud is perfect for organizations that need to manage a large volume of customer service inquiries and support requests. Companies/organizations that have a high volume of similar requests will find it as a gem as it allows teams to quickly resolve similar issues using knowledge articles.


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