SAP Contact Center with CRM on Fiori is a modern solution that enables your Customer Service team respond in a faster and comprehensive way. It keeps track of all online and phone interactions between you and your customers and stores them in SAP CRM system, providing your consultants with instant and full knowledge of the person they talk to as well as their purchase history. All this in a friendly and intuitive interface modeled with latest SAP Fiori design.
SAP Contact Center
Covers multiple communication channels including:
Phone calls
SMS
Chat
3rd parties (i.e. FB messenger)
and transfers data to SAP CRM
Check how implementation process look like:
SAP Customer Relationship Management & SAP Fiori
Provides customer care key features:
Customer master data management
Interactions history
Ticketing
SLA measurement
E2E processes i.e. complaints or returns
Integration with external systems i.e. ERP
All available with rapid search algorithms through modern web applications
Next generation UX with contextual, role based single Fiori view
Benefits
Easy access to customers, tickets and interactions
All past interactions with a customer in a single screen
Easy interraction to ticket linkage
SAP and external systems integrations
Consultants guided thru complete complaint or return process
Automatic customer recognition based on email or phone number
