Customer 360 View with SAP Service Cloud
September 27, 2024

Customer 360 View with SAP Service Cloud

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

Overall Satisfaction with SAP Service Cloud

As a consulting company we support our customers to implement the software based on our clients needs. Most common use cases are around customer service scenarios, but we have implemented field service management, warranty management and similar use cases where SAP Service Cloud is used to manage machinery/installed base. Often the customer service use cases aim to improve customer satisfaction by providing an omnichannel support and making sure customers' issues are resolved promptly and effectively.

Pros

  • Single View of Customer (Customer 360 view)
  • Ticket routing
  • Integrations to other SAP solutions
  • Integrations to 3rd party solutions

Cons

  • Agent desktop usability (improved with v2)
  • Reporting on chat entries
  • Increased number of tickets resolved
  • Increased number of interactions handled
  • Improved customer satisfaction
Many standard integration available. On top of these the APIs are open and allow custom integrations. We have seen especially good results when using SAP CPI as a middleware in our integrations. Integration with Sinch Contact Pro can be highlighted as a really easy to integrate solution for contact center use cases.
Our customers have seen improvement in agent efficiency by having all data available in one platform (SAP Service Cloud). This makes their work easier and higher 1st contact resolution metrics are measured. Users also have given good feedback on the integrated solution where they have contact center and service cloud embedded in one UI.

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?

I wasn't involved with the selection/purchase process

Did implementation of SAP Service Cloud go as expected?

Yes

Would you buy SAP Service Cloud again?

Yes

SAP Service Cloud (C4C) is perfect solution for someone with highly customized process to manage customer service, service technician or other support process. Platform allows lot of customization on top of the standard capabilities. On the other hand if customers have a very simple support use case, then the Service Cloud v2 is well suited with improved UI and performance, but so far limited functionality. SAP Service Cloud v2 on the other hand cannot be recommended to customers who have really unique use cases as the customization options of the platform are very limited so far.

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