SAP Service Cloud is part of the SAP C/4HANA suite of customer-facing solutions and, as its name suggests, is focused on delivering great customer service.
Rich with standard functionality, all of which is built on SAP’s responsive Fiori responsive user interface, the product can cater for any service requirement, whether it be B2C (Business-to-Consumer), B2B (Business-to-Business) or internal employee support scenarios.
Why SAP Service Cloud could be the answer both you and your customers have been looking for
Configuration is quick and easy, meaning lead times for building a basic solution are often greatly reduced and, being a SaaS (Software-as-a-Service) product, businesses are not forced to sign up to long and costly licence agreements, instead only paying a subscription fee based on the number of active users.
The Comprehensive Ticket Management functionality provides huge flexibility when it comes to recording, processing, and resolving service requests. Moreover, standard pre-packaged integration content between Service Cloud and SAP ECC allows for front- and back-office processes to tie up seamlessly. Huge value can be realized in this area, especially when it comes to handling field service scenarios; a work ticket in SAP Service Cloud can have spare parts consumption, time, and expenses recorded against it, all of which can then drive stock and financial processes in back-end SAP ECC as standard.
As mentioned earlier, SAP’s Fiori UI is highly user friendly, simple, and intuitive to use, meaning user adoption and buy-in are high, in contrast to many older legacy systems that have been over-engineered and whose screens are cluttered and require extensive training to successfully navigate.
Furthermore, SAP offers a Service Cloud mobile app for Android and iOS which, once configured (which takes moments), fully mobilizes your workforce enabling field agents to receive, amend, and complete assignments while on the move, all in real time.
Benefits and Features
Simplify service interactions
Provide a faster and more efficient response with an intuitive and customizable user interface
Make data-driven decisions
Improve data access and service analytics capabilities across the organization for unparalleled real-time visibility into service operations
Be mobile
Manage service tickets and monitor service performance using mobile devices