Item: SAP Service Cloud
Rating: 8
Author: Verified User

Overall Satisfaction with SAP Service Cloud

Use Cases and Deployment Scope

SAP Service Cloud is used in our organization's HR service to support our Employees who can raise a ticket for an issue or query them may have. We are able to manage incoming tickets in a consistent and auditable manner which is extremely important for our service. We have developed SAP Service Cloud to accommodate managing HR incidents and service improvements and likewise complex Employee Relation Cases.

Pros and Cons

Pros

Employee Interactions
SLA Management
Audit Logs
Data Protection and GDPR requirements

Cons

Front End Customer Ticket Management i.e. Portal
Dynamic Data Changes
Interfaces
Employee Personal Email Support

Return on Investment

Positive: Accountable Employee Support
Positive: Service Management Delivery
Positive: Centralised Employee Support

Ease of Integration

SuccessFactors integration is in place to allow Employee record replication. This will provided a consistent means to receive data. It is an exercise to put in place and in HR, we do require Employee Personal data attributes to be parsed but this has not been achievable.
EC Service is in place. This bolt on module does need some development by SAP Service Cloud as it has functional limitations and logically elements of it do not work very well.

Customer Service Improvements

Centralised Employee Support was a key aspect to why SAP Service Cloud was selected in line with the other SAP Products that the organisation has in place i.e. SuccessFactors.
It has radically changed the HR service and its offering and likewise how the Employee interacts with this service. A clear and better understanding of how HR operate and likewise what the Employee should expect to receive in terms of a service is now in place.

Alternatives Considered

Salesforce Desk

SAP Service Cloud came out cheaper and tied in a lot better with out other SAP products. It was well established and the logic within the product made it a consistent and well structured solution compared to Salesforce.
Salesforce did offer easy flexibility in customisation and development in line with other new age technologies and communication systems though.

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

SAP SuccessFactors HCM, OpenText Content Manager, SAP Concur

Likelihood to Recommend

It is well suited for a structured service support and it use with other related SAP products. Accountable and auditable management of data and tickets is at a high standard
It is not so flexible with more dynamic ways of managing situations and service provision and development and customisation can take considered effort.

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