Effortless Customer Service with SAP Cloud for Service

Transcription

1 SAP Brief SAP CRM SAP Cloud for Service Objectives Effortless Customer Service with SAP Cloud for Service

2 Discerning customers require expert service attention Discerning customers require expert service attention Today s customers are hard to please. They are value savvy, socially engaged, of widely diverse backgrounds and cultures, and better informed than ever before. Their demands are specific and uncompromising. Simply put: they know what they want, they expect you to know, and, if you don t deliver, they will look elsewhere. The SAP Cloud for Service solution can help you to better provide the service your customers demand. For these reasons, customer service has to master multiple challenges: Customers want multiple options for reaching support. Customers expect customer service to be ready to service their needs. Service agents require access to relevant information, including complete context and case history data, in order to satisfy customer requests and resolve issues swiftly. Customer service managers require insight into service center performance and customer satisfaction. Your service people are highly motivated, energized, and on top of their game, no question about it. And you know they have wanted the instant access and comprehensive contextual depth they need to provide your customers nextgeneration customer-care service. With the SAP Cloud for Service solution, they now can. 2 / 8

3 Highly motivated service agents want superior tools Highly motivated service agents want superior tools Cutting-edge features motivate and energize service agents Your service agents will love SAP Cloud for Service because it leverages the cloud to achieve unprecedented speed and flexibility. Your service agents can use multiple service channels to gain easy access to complete information that reflects the total context and history of the customer currently being served. Service managers are able to make decisions based on real-time insight into the call center s performance. The solution provides support for mobile access, which means your service force can manage service requests on-site and off-site. Your entire service staff will engage with customers and be able to share relevant knowledge with other service teams to resolve customer issues within a call for high customer satisfaction. Take customer service to a whole new level by empowering service agents to deliver exceptional customer experience effortlessly time after time. 3 / 8

4 Cutting-edge features motivate and energize service agents Highly motivated service agents want superior tools Cutting-edge features motivate and energize service agents Your service force knows what it takes to move your customer service to the next level. But today, any advance must be based on the right technology and the know-how to use that technology as it was meant to be used. SAP Cloud for Service provides both the technology and the intuitive functions that will have service agents using it expertly right away. The most widely used functions are discussed in the following sections. Ticket management Incidents can be created manually by agents and employees who have access to the system or a portal. Or incident creation can be triggered by inbound messages, a chat, an SMS, or a social media message, including Twitter, Facebook, and YouTube. All channels can identify customers based on data available from, for example, the social media profile, address, or phone number. This enables the software to create new tickets and update existing ones automatically. SAP Cloud for Service can automatically assign tasks to a ticket based on relevant attributes to help guide agents through complex processes. The solution can assign workflow rules that can generate notifications, update fields, and trigger requests for multilevel approvals based on context and time. With integration with SAP ERP Central Component, SAP Cloud for Service can create tickets directly from sales order items. 4 / 8

5 Highly motivated service agents want superior tools Cutting-edge features motivate and energize service agents Collaboration when and where needed The SAP Jam social software platform integrates with SAP Cloud for Service to serve as a knowledge base, accelerating ticket responses. You can search and share content from within agent workspaces and stay up-to-date on the latest service requests, comments, discussions, and decisions online. Or you can use the SAP Jam mobile app, which includes an integrated feed. Create groups from a service ticket to encourage the collaboration of experts to resolve issues more quickly. Use crowdsourcing, share best practices, and include your extended team including sales teams in reviews of account and service request information. Engage customers directly, or plan and prepare internal teams for customer interactions. SAP Cloud for Service searches articles in knowledge bases automatically and displays the results to the agent assigned to resolving a specific ticket. Using embedded solutionfinder functionality, service agents can search for relevant articles in a knowledge base from within a service ticket based on subject, categorization, or text analysis derived from key words and sentiment indicators. The solution proposes tickets similar to the ticket being processed, thus helping service agents resolve issues as quickly as possible, based on tickets created to handle similar issues. 5 / 8

6 Highly motivated service agents want superior tools Cutting-edge features motivate and energize service agents Continuous connection with a full-featured mobile experience With SAP Cloud for Service, you get constant, reliable support online and offline. You will be able to manage service requests from your Apple ipad anytime, anywhere. You will find you can increase productivity through access to business information in real time, collaborate with your service team on key topics, and track service performance through real-time analytics. Analytics and reporting Track real-time service performance with dashboards prebuilt into SAP Cloud for Service. Use predefined reports to track response times and handle times, priority, and trends. Take advantage of advanced analytic features such as ad hoc query analysis, real-time analysis, predictive modeling, simulations, statistical analysis, and advanced data visualization. Productivity and personalization Designed for today s service agent, SAP Cloud for Service is intuitive, supports rapid expert-level adoption, and has familiar features such as tags, flags, shelf, quick creates, and favorites. Custom fields, reports, and tiles enable service agents to personalize their experience to get even quicker access to the information they need. 6 / 8

7 The right service software gives your service team an edge The right service software gives your service team an edge Just some of the major benefits you can expect to profit from with SAP Cloud for Service include the following: Deliver a consistently meaningful user experience through easy access to complete, contextual information through multiple channels Increase customer and service agent satisfaction by equipping them with relevant customer data and updates Improve overall productivity by giving service managers real-time insight into call-center performance Increase service agent responsiveness by enabling them to manage service requests online or offline by harnessing mobile technology Improve the relevance and speed of ticket resolution by enabling service teams to share relevant knowledge and reference similar tickets With SAP Cloud for Service, you can deliver a consistent, contextual service experience effortlessly. 7 / 8

8 Objectives Summary Master complex customer service challenges with the SAP Cloud for Service solution. Your service agents are just waiting for the cuttingedge support this software will give them to respond to the uncompromising demands of today s value-savvy, socially engaged customer to make every engagement a superior customer experience. Objectives Give customers the options they want for reaching support staff Fulfill customer expectations of on demand by having your service team poised to respond immediately to customer needs Give service agents access to relevant customer information, including complete context and case history data Provide customer service managers with insight into service center performance Ticket management, with both manual and automatic ticket creation supported Channel-derived identification of customers, based on the social media profile, address, or phone number Automatic assignment of a task to a ticket based on relevant attributes to help guide agents through complex processes Collaboration features to stay up-to-date on the latest service requests and solve issues more quickly Superior, relevant customer service Energized, motivated service agents High productivity Greater insight into customer satisfaction Learn more To learn more, visit us online at 8 / 8 Studio SAP (15/09)

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