Cloud for Service

 Take customer service to a whole new level – leveraging the cloud for unprecedented speed and flexibility – with SAP Cloud for Service. This state-of-the-art software gives your customers options with multiple service channels, provides agents with easy access to complete, contextual information – and equips service managers with real-time insight into call center performance.  

• Deliver a consistent experience across all channels – including e-mail, web, chat and phone

• Give your customers full control from a branded self-service support portal   

• Provide agents with complete, up-to-the-minute customer information  

• Improve agent productivity with intuitive design and easy integration to your existing knowledge base - or available knowledge base from SAP   

• Harness collective service expertise and share relevant information across your enterprise  

• Get real-time insight into service performance with powerful analytics and dashboards

Intuitive Service Ticketing Solution Across Any Channel

• Multi-channel service ticketing offers unified agent experience across e-mail, web, chat, phone

• Give your customers full control from a branded self-service support portal

• E-mail response management captures complete conversation history at one single place and maximizes agent efficiency

• Routing and escalation rules ensure that cases are always handled by the right person

In-Context Social Collaboration

• Use integrated Feed for instant, efficient collaboration across your entire enterprise

• Crowdsource and share service best practices, relevant information in context of accounts and service requests

• Plan and prepare for customer interactions more effectively

• Connect with the extended team including sales staff who are on the road with support for mobile devices

• Share relevant knowledge to support resolution efforts

Solution Finder with Knowledge Base Integration

• Leverage existing knowledge base content to respond intelligently and consistently in real-time

• Increase productivity with automatic recommendations

• Take advantage of the collective team know-how by surfacing similar tickets

• Easily share content with customers

Full-Featured Mobile Experience

• Manage service requests on iPad - anytime, anywhere

• Increase productivity through access to real-time business information

• Collaborate with service team on important topics

• Track Service Performance through real-time analytics

Service Analytics

• Track real-time service performance with pre-built dashboards

• Use pre-built reports to track response times, handle times, priority and trends

• Dig deeper into data using Microsoft Excel add-in

• Gain greater insight with integrated access to analyses with SAP Business Warehouse

Native SAP ERP Integration

• Access complete customer history including recent orders and payment

• Synchronize master data for consistency across customer, contact, product information

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