We’ve officially entered the “age of the customer.” What does this mean? Buyers are more empowered than ever before and, as a result, are demanding a new level of customer service. While 92% of companiesview customer experience as a top priority, 53% of customers said, they have experienced very poor or just okay service as per the recent research made by Forrester Research, Inc.So, how you can deliver superior customer support and what are the best ways to take your service to another level?
Take service to the next level with customer service software and technology from SAP. Give your service reps instant access to real-time, 360-degree customer profiles – including social media content and sentiment – with our customer service software. Collaborate with your team to solve customer issues faster, deliver consistent customer care across all interaction channels, and analyze Big Data to identify new revenue opportunities.
- Deliver consistent, high-quality customer support across all channels, including social media
- Equip your field service engineers with mobile apps to increase productivity and data quality
- Package services with products to increase share-of-wallet and counter competitive deals
- Meet SLAs while keeping costs low by optimizing resource management scheduling
- Boost collaboration across your enterprise to solve complex customer service cases
- Extract service trends, buzz, and sentiment from social media
- Simplify the user experience on any device - with SAP Fiori UX
Respond to customer queries on any communication channel and resolve issues on the first attempt – for increased customer satisfaction and reduced service costs.
- Orchestrate consistent, effortless customer service via phone, e-mail, text, and social media
- Ensure positive customer experiences at every touch point
- Increase agent productivity with intuitive solutions that allow them to do more in less time
- Leverage back-office data from other enterprise systems for richer customer insights
- Improve insight into contact center performance with advanced analytics
Create an intuitive online portal that gives customers full access to your knowledge base – and allows them to create new tickets, track support requests, and find answers right away.
- Meet growing demand for 24/7 online self-service
- Allow your customers to create new service tickets and track existing support requests
- Let your customers access your knowledge base to find answers fast
- Reduce support costs by empowering customers to solve their own problems
Effectively listen, understand, and engage your customers through social media like Facebook and Twitter – in concert with traditional interaction channels.
- Deliver consistent, seamless customer experiences across any channel – including social media
- Monitor 150+ million social media sources – like blogs, forums, social networks, and others
- Engage and respond intelligently to social media conversations
- Assign, route, and escalate conversations based on topic, priority, and other business rules
- Leverage enterprise data to glean actionable customer insight
Optimize your field service operations and reduce service delivery costs with end-to-end, integrated processes that boost efficiency.
- Provide engineers with real-time service order information – for greater productivity
- Adapt quickly using field service management analytics
- Align resource scheduling with service level agreements (SLAs)
- Increase first-time fixed rates and meet service order requirements
Streamline your organization's service operations with SAP IT Service Management. Enable ITIL-compliant processes such as incident and problem management, change and service asset management, knowledge management, and more.
- Streamline your service desk by enabling agents to quickly track and resolve problems
- Gain insight into service desk operations with built-in analytics
- Satisfy customers and stakeholders with transparency into service-level agreements
- Employ an intuitive application that supports native integration with SAP Solution Manager
Support all core business operations with fully integrated, best-in-class applications that run on SAP HANA or a database of your choice – on premise or in the cloud – for maximum flexibility.
- Uncover new growth opportunities ahead of the competition
- Accelerate core business processes to run at market speed
- Empower your people to decide and act in the moment
- Innovate without disruption on an open platform
Get better results with a personalized user experience and simple access to real-time data.Provide a consistent UX across multiple devices – desktop, tablet, and smartphone.
- Achieve instant insight-to-action through real-time business cockpits
- Boost user productivity and satisfaction – and help users finish tasks faster
- Included as part of your SAP software license – nothing more to purchase
Services We Offer
SAP Services we offer
Implementation & Rollouts
Customer Relations Management
Supply Chain Management
Human Capital Management
Supplier Relationship Management
Enterprise Asset Management
Portfolio & Project Management
Enterprise Information Management
Governance, Risk and Compliance
Training & Testing