SAP Service Cloud

SAP Service Cloud is a cloud-based solution that elevates customer service at every touchpoint. Empower your service teams with a unified dashboard that provides rich information, enhanced by automation and artificial intelligence-based recommendations.

SAP Service Cloud is an integral part of SAP Customer Experience Solutions. It plays a crucial role as it facilitates the most direct contact with customers and their challenges.

SAP CX solutions portfolio

SAP Service Cloud is part of the SAP Customer Experience and SAP Cloud for Customer portfolio, a suite of SAP cloud solutions that span the entire customer journey, from marketing to sales to service and loyalty. SAP Service Cloud is compatible with other SAP solutions such as SAP S/4HANA, SAP ERP, and SAP CRM.

SAP Emarsys

SAP Sales Cloud

SAP Marketing Cloud

SAP Customer Data Cloud

SAP CX solutions portfolio

SAP Emarsys

SAP Sales Cloud

SAP Marketing Cloud

SAP Customer Data Cloud

SAP Service Cloud v.2

Customer service is no longer an activity concentrated in one department. The new SAP Service Cloud v.2 enables companies to engage the entire enterprise to deliver on brand promises and ensure customer loyalty.

SAP Service Cloud v.2 dramatically improves an organization’s ability to deliver excellent service through improved visibility, greater accountability, and reduced resolution times, with new dynamic case management and case modeling features.

The call center function included in SAP Service Cloud guarantees:

handling and analyzing service requests,

automatic categorization of service requests and creation of lists of proposed solutions based on previously closed requests,

real-time analytics including trend monitoring, report generation, and insight into team performance data,

handling requests on iOS, Android, and Windows mobile devices,

efficient and effective communication with the client.

SAP Field Service Management

SAP Service Cloud is worth enriching with SAP Field Service Management, which enables the management of field service technicians and the integration of processes and data, leading to better decisions.

With mobile technology and recommendations based on artificial intelligence, SAP Field Service Management will help you find the right technician for the job and confirm the availability of parts.

With integrated processes and intuitive collaboration with your technicians, you will speed up service delivery.

Based on real-time data, you will make the right decisions to increase customer satisfaction and reduce field service costs.

Your customer service management center

Business benefits

Support for multiple channels of contact with the customer

SAP Service Cloud will give you access to a consistent history of customer interactions and conversations stored in one place.

Faster problem solving

You will coordinate cooperation between Contact Centre members and gain insight into relevant customer and product information, which will speed up the process of handling service requests.

Customer support in all conditions

The use of mobile technology will enable your field service technicians to eliminate failures quickly and efficiently, increasing customer satisfaction and team productivity.

Benefits for your Customer