Item: SAP Service Cloud
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

In our company, the use of SAP Service Cloud makes it easier to connect service operations throughout the company. With its use we achieve customer satisfaction and therefore translates into improvement of the company in general.

Pros and Cons

Connecting business processes
Customer service management
ticket usage management

Sometimes interface is very hard
Low adaptability
Development is hard to learn

Return on Investment

Reduce times of tickets management
Reduce time of getting information
Intuitive for managers

Ease of Integration

The use of SAP service cloud allows integration with other applications. It is necessary to initially carry out some integration projects but at the same time it subsequently automates many of the processes.We use it particularly well to connect with our internal personnel system, integration was not difficult at the beginning

Customer Service Improvements

Improve customer experience and support business growth by aligning service with other customer-facing functions.Accelerate service execution from first contact to resolution by integrating your contact center with field service.
we use particularly well because we store all the customer information and all the new people in the company is able to get the info since the first day

Alternatives Considered

Salesforce Service Cloud and Zendesk Support Suite

I have evaluated several products apart from SAP Service Cloud. there are others that maybe are cheaper , and others that are more expensive.
however I chose SAP Service cloud because it has lots of possibilities and it is adaptable to the new requirements in the future. Also it allows to have a nice user interface

Key Insights

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

Other Software Used

Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Finance, Microsoft Teams

Likelihood to Recommend

the use of SAP Service cloud Improves interaction with the customer and improves the information exchanged between the different areas of the companies. Also It simplifies data entry, making the way of information storage intuitive, being competitive in agile environments.
we use it to maintain ordered all the informations got from the customer and incidences.

Nice option to take into consideration

Overall Satisfaction with SAP Service Cloud