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Customer Satisfaction bound to increase once you move to SAP Service Cloud
October 20, 2023

Customer Satisfaction bound to increase once you move to SAP Service Cloud

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

I have used SAP service cloud to address the queries and concerns of existing customers and resolve any issues via tickets creation and tracking to closure. My use case was to take care of the complaints and service requests raised by social and email channels for a Software as a service company.
  • Seamless integration with multiple channels like social, email, phone
  • Automated insights on the customer including AI generated recommendations and self service options
  • gels well with other SAP solutions, such as SAP S/4HANA, SAP CRM, etc.
  • Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
  • Slow loading of the pages as compared to other consumer tech softwares we use
  • Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
  • can help speed up issue resolution, reducing the time customers spend waiting for solutions
  • AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
  • One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers
It took my IT team a very long time to integrate the SAP service cloud with a relatively lesser known billing software to fetch in customer billing data. They took 3 months to integrate and despite that if you are trying to fetch the billing data, the system would be mostly very slow.
Yes, saw improvement in customer service levels and overall customer satisfaction increased over time. There was a constant workforce for customer success despite the company growing twice meaning that the manpower needed for customer support was slowly declining. Customers always rated the support as 5 stars (90% of the time)

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

Not sure

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

SAP Service Cloud is like the Swiss Army knife of customer service for big businesses. Ideal for enterprises dealing with high volumes of customer inquiries and multiple products or service lines. For those in the early stages of business or wanting to quickly prototype customer service solutions, the learning curve and setup time might be too much. Early stage companies with budget constraints - please stay away - it could be an overkill