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

Overall Satisfaction with SAP Service Cloud

Use Cases and Deployment Scope

Lack of feature in an in-house tool we were using, especially to track/enable customer journey & different touch points.

Pros and Cons

Pros

Integration with existing tools.
Creating Customer Journey.
Tracking Customer Footprints coming through different mediums.
Enable Quality Evaluation Module with in Service Cloud itself.

Cons

Access on Mobile could be better.
Customization could be easier to make it quicker during onboarding.

Return on Investment

Helps customer satisfaction - as able to track it better.
Helps retain customers by giving them better service - Potential saving of customer churn.

Customization could have been easier or self-owned; instead, we have to tell and draft it for them word by word, which makes it a little complex & time-consuming, sometimes as small as putting a question mark in a question.

Customer Service Improvements

Yeah, it had; as earlier, we had multiple channels of customer communication; however, there was no systematic way to track it back or organize/review it on a real-time basis, so having a service cloud has helped sort that issue out.

Key Insights

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?

Would you buy SAP Service Cloud again?

Yes

Likelihood to Recommend

Trusted brands with tons of features and customization possible to meet customer service-related needs, especially being able to integrate with existing tools.

Comments

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Tool to Enhance Customer Service & Experience by Tracking, Monitoring, Measuring & Improving.