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Good solution if you already have other SAP products.
October 23, 2023

Good solution if you already have other SAP products.

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

Overall Satisfaction with SAP Service Cloud

We, as a consulting firm and SAP partner we provide SAP Service Cloud installations to our clients. Mainly for SaaS medium to large companies in need of upgrading their actual CRM's or if they want to start a digital transformation and begin to use a new CRM software. The main problem that this software solves is the need of having all client information stored in the same place. Be able to support your client need and have their background in the same place is the main advantage of the platform
  • For SaaS companies with rapidly growing customer databases that need to be organised and well maintained in order to provide a good customer support.
  • Companies with existing on-premise CRM software that need ot update their processes and be fully in the cloud. Both for savings and security.
  • Large companies with manual databases that need to be digitalized and uploaded in the cloud so all the group around the world can access the data.
  • In terms of deployment the software could be a litlle bit more user friendly.
  • Out of the box configurations seems good but are extremely basic and most of the times are not that useful
  • Sometimes the price of the different licenses can be quite expensive compared with competitors.
  • One of the most positive impacts is the quick resultion of customer issues, having all the information at a glance.
  • As per our own investigations, overall customer satisfaction has improved a lot.
  • Having the platform updated means more efficient work which is a direct positve ROI.
As said before if you o not have SAP products already working in your company I would not recommend to use it. As everything has been designed to work together. For example if you have another ERP or WMS system in your company, the integration of SAP Service Cloud altough possible it will require a lot of development effort, meaning more cost and longer ROI period.
One of the most positive outcomes of the integration we normally see
with our customer implementations is the improved customer support
response time. When the system is up and running, customer support
tickets are managed twiced as fast as before, which is a great
advantage. Being able to have all the customer journey in one single
place makes the difference when providing a good customer support.
Main advantage of SAP Service Cloud is the integration with other SAP products. If you already have a SAP product in your company this software will be the best complement. It offers the best experience in combination with the rest of SAP components, while others competitors may be a little better on some aspects, SAP Service Cloud gives you the robust experience your company needs.

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?

I wasn't involved with the implementation phase

Would you buy SAP Service Cloud again?

Yes

In my experience the best situations where SAP Service Cloud is implemented is on big ccompanies that have worked with SAP products before. Employees/user knowledge is a key factor for the success of the deployment. Given that sometimes SAP environments are not the most user friendly non savy user may find it difficult to use. I would not recommend it to enterprises that have no SAP products installed.