Best Service cloud for enterprise clients
March 12, 2025

Best Service cloud for enterprise clients

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

Overall Satisfaction with SAP Service Cloud

We used the SAP Service Cloud in our organizations for case and ticket management for resolving all our client issues. as of now the product has met our expectations and helping the customer service team to resolve the tickets in record time. SAP Service Cloud omnichannel communication suit comes with emails and chat for smooth communication with customers which is must requirement for all customer service teams.

Pros

  • Prioritizes Cases and tickets based on urgency
  • Provision of Chatbots to address the real time issues
  • Integration with Knowledge base to access article , blogs and guide

Cons

  • There are too many features and icons on the dashboard itself, they should minimize this first to avoid confusion
  • reduce the journey path, so that anyone can get information within maximum 3 clicks, to avoid complexity
  • Should provide Guides for setting up and how to use the SAP Service Cloud for new members
  • We reduced our case or ticket resolution time by 30%
  • Reduce manual dependency after implementing the chatbots
  • Able to track all tickets properly in one system
  • Increase customer satisfaction rate and retained 2 big size clients since the implementation
SAP Service Cloud definitely needs a deep expertise in integration, but after integration you will see its very useful software application with all requirement fulfilling and ai features as well.
Since the implementation of SAP Service Cloud in our organization our whole customer success team is able to resolve the tickets very fast and in record time and also team leads able to see the teams performance and able to contribute as a team in doing the customer retention for our servcies business. we retain our top most priority clients using this software within last 1 year
customizations for zendesk are complicated and its expensive as compared to the features they are providing.

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

Its best suited for enterprise clients who have large customer base and want to streamline their customer operations then SAP Service Cloud is best suited for them. For Small companies with low ticket size clients it can be expensive as compared to other competitors in the market. they should choose wisely.

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