Item: SAP Service Cloud
Rating: 10
Author: Asheesh Sahu

Overall Satisfaction with SAP Service Cloud

Use Cases and Deployment Scope

It is playing a vital role in our customer service department for handling our customers issues across all the channels. After implementation of this solution it reduce load time almost 50-60 percent. Now issues getting resolved very quickly. Sometimes some tickets automatically resolves without any human intervention. We can customise knowledge base for better and quick resolution. Maintaining consistency and transparency on all issues makes this wonderful support solution.

Pros and Cons

Pros

Improves operational efficiency without impacting business processes.
Simplify the customer issues.
Reduce queue time almost 60-70 percent.

Cons

Reporting and analytics features not as good as others.
Not suitable with non sap products.

Return on Investment

Builds brand image as well as value.
Reduce human errors and response time.
Better productivity reduce maintenance costing.

Customer Service Improvements

Making brand value because it helps us to give best customer support experience or services to our clients.

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?

I wasn't involved with the selection/purchase process

Did implementation of SAP Service Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy SAP Service Cloud again?

Yes

Likelihood to Recommend

Game changer and helpful solution basically for our customer support department. Escalated quickly for resolution in less time. Maintain transparency so that anyone can track and update it accordingly.

Comments

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Necessary solution for providing best customer support