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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