SAP Business Communications Management – Optimizing Customer Communications: Product Demo

See how SAP Business Communications Management allows you to manage inbound and outbound communications, use e-mail to handle customer complaints, and mobilize your workforce by extending your contact center.

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    • SAP Business Communications Management: optimizing customer communications. This demonstration shows how SAP Business Communications Management allows you to manage inbound and outbound communications, use e-mail to handle customer complaints, and mobilize your workforce by extending your contact center. Enabling you to improve customer interactions, give customers a consistent experience across all channels, and optimize marketing, sales, and service. Manage inbound and outbound communications. Kirsten Miller is a call center agent for Top Shelf Utilities. She uses SAP CRM to manage customer communications, such as billing inquiries. Top Shelf has received a call from a residential customer, Dave Bliss, about an overdue bill. Dave's call is handled by the built-in interactive voice response, or IVR, tool in SAP Business Communications Management. Press 1 for account balance. Press 2 to speak to an agent. Dave uses the self-service option to retrieve his account balance. Your account balance is $380 and is past due. Press 1 to pay your bill now. Press 2 to set up an installment plan. When Dave chooses to set up an installment plan, his call is routed to Kirsten. The software automatically generates a "screen pop," populating Kirsten's screen with Dave's profile. Kirsten can see instantly that Dave wants to set up an installment plan. With just a few clicks, she can access his complete account information. Kirsten can then create the installment plan to meet the customer's needs. Use e-mail to handle customer complaints. SAP Business Communications Management enables Kirsten to handle phone, e-mail, and chat interactions from a single desktop. Kristen receives an e-mail from a residential customer, Martin Schumann. Martin is contacting Top Shelf to complain about a high bill. Kirsten opens Martin's account and sees that the latest bill is higher than usual. However, she knows there was a recent rate increase. Martin has also asked for information about making his home more energy-efficient. Kirsten searches the outbound correspondence list for an appropriate, pre-written e-mail response. Kirsten has the tools she need to quickly answer the customer's question. Mobilize your workforce by extending your contact center. Chris Bassford is a service technician for Top Shelf Utilities. He's been issued a smart phone that lets him access his company's call center. SAP Business Communications Management takes advantage of voice-over-IP technology to allow Chris to log in to the call center. Once Chris is logged in, all call center agents assigned to his call queue will see that he's available. Chris can also set his availability so that calls that require his skills will be routed to him. Kirsten, the call center agent, receives a call from a residential customer, Maria Lopez. Maria explains that her utility service isn't working. Because this is the first service interruption reported in that area, Kirsten dispatches Chris to investigate. Chris updates his availability to show that he's not available while he looks into the problem. He reports back to Kirsten that there's a service interruption and that he's taking steps to resolve it. Kirsten notifies the call center manager, who will create an automated response to notify callers. There is currently a service interruption in your area. We are actively working to resolve the problem. SAP Business Communications Management allows you to improve customer interactions, give customers a consist
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