Item: SAP Service Cloud
Rating: 9
Author: Verified User

Overall Satisfaction with SAP Service Cloud

Use Cases and Deployment Scope

We are using SAP Service Cloud to keep track of customer (both, B2B and B2C) requests of any kind in order to know which services we do provide and what the respective numbers for each are.
In the end, we as service department can provide factual numbers on what we are doing when and how often.

Pros and Cons

Pros

Omni channel integration
Integration of other SAP backend systems
Build-in analytics

Cons

Integration into SAP ERP backend service processes
Some parts aren't extendable at all, so we have to live with the standard

Return on Investment

reducing the amount of manual entries in different systems by a lot
we were able to add a huge amount of automization to our processes
manual errors and/or double entries are reduced a lot

Ease of Integration

Only one very specific integration in SAP ERP is offered, but using other (standard) services and some development, a tight integration into ERP follow up processes are feasible and done

Customer Service Improvements

We now have one single tool to handle all requests from customer and/or partners, by integrating a web portal, some landing pages and webforms, email etc.
With regard to follow up processes, we now have a strong integration into SAP ERP, reducing manual work and, additionally, what needed to be done manually prior to Service Cloud has now also been automated

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 Sales Cloud

Likelihood to Recommend

Well suited for the direct end customer contact case. In this case, the usual ask a question get a quick reponse scenario is handled well.
In my understanding, Service Cloud per se is a basic framework that offers some (not all) usual use cases but just using the pure standard is only feasible for simple requests. Anything else often needs adaptation either integration-wise or even development.

Comments

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SAP Service Cloud - would recommend