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A Cloud Service that you can really trust if you have the pockets.
November 20, 2023

A Cloud Service that you can really trust if you have the pockets.

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

Overall Satisfaction with SAP Service Cloud

We primarily use it to streamline customer service processes. It provides tools for managing customer inquiries, complaints, and service requests efficiently. This includes handling customer interactions through various channels like email, phone, and social media, because we attend thousands of requests every day because of our service. Also we use it the platform for analytics and reporting capabilities, enabling us to analyze service performance, customer satisfaction, and identify areas for improvement.
  • Chat Bot
  • Socia Media
  • e-mail
  • Everything is SAP is close, so anything should be done with consulting, so this is an area that can improve if they lets us to use it.
  • Sap Service sometimes has uptime issues that we discover and would be great if they let us know
  • Is not to user friendly. Requires a learning curve quite relevant.
  • The ROI at this time is breakeven. So we are happy with that
  • It reduce customer service resolution time
  • The cost for customer service turn to breakeven. Great too.
It requires a lot of effort to integrate with other solution. Many hours of consulting and would be great if could share knowledge instead of delivering contractors. Once install, works ok, but need a lot of tweaking and knowledge that is expensive and you should know about. This systems are quiete close, so we recommend to check also another solutions.
In summary, SAP Service Cloud is well-suited for our organization who looks to improve their customer service operations, enhance efficiency, and gain valuable insights into their service processes. It addresses key challenges in customer service management, including operational efficiency, customer satisfaction, and data-driven decision-making. Also for us it Reduced Operational Costs: By automating routine tasks and optimizing service processes that SAP Service Cloud help us breakeven the costs associated with customer service operations.
We select this service because we already have deploy Sap Business One. The other services works great, but lack in compliance and security that we need it at the time. In term of pricing is more expensive but far more robust. We attent thousand of people and uptime should be high all the time. This are our reasons.

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 primarily used to streamline customer service processes. It provides tools for managing customer inquiries, complaints, and service requests efficiently. This includes handling customer interactions through various channels like email, phone, and social media. The platform supports omnichannel engagement, allowing customer service representatives to interact with customers across different channels seamlessly. This ensures a consistent and unified customer experience.