Give service reps a full view of customers across all channels, and enable real-time collaboration to solve complex cases
Rely on comprehensive omnichannel customer service – achieved with SAP Hybris software – so your company can meet the expectations of its most demanding customers. Improve customer satisfaction and strengthen loyalty to make your entire organization more competitive. Enable contact center channels through phone, e-mail, chat, and SMS, while empowering agents to streamline processes and provide multichannel service excellence.
With SAP Hybris Cloud for Service and SAP Hybris Cloud for Social Engagement, Bona chose to integrate its technology platform to improve service and engage customers through new channels. Now Bona can provide effortless service 24x7, and leverage new customers via new channels.
Optimize asset performance with proactive and predictive business insights
Monitor asset conditions, predict machine health, and proactively deliver parts. Our solutions for predictive business processes can help you provide efficient service management and execution in these and other ways:
Increase your first time fix rates and customer satisfaction
Harness the Internet of Things (IoT) into proactive service execution
Reduce costly breakdowns and bring service management efficiency to a new level
Provide a superior customer experience through comprehensive self-service
Empower your customers to research problems, seek solutions, and initiate services on their own through intuitive online and personalized self-service support – taking control of their service issues with SAP Hybris software. Increase deflection rates, reduce contact center costs while allowing customers to engage in a preferred manner, and provide direct access to agent-assisted service from self-service if needed.
Engage effectively through social channels to deliver optimal customer experiences
Empower your marketing and customer service teams to collaborate and quickly deliver appropriate responses to customer inquiries, issues, or comments made on social media channels – with social customer engagement software from SAP Hybris. Filter, prioritize, and route high volumes of customer content so the right expert addresses the right customer. Give your customers the personalized experience they deserve on their preferred social channel.
Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one customer experience
Understand the voice of the customer and turn volumes of social media and enterprise data into meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing customer sentiment and social media signals over time. Build customer profiles using both structured and unstructured data across all interaction channels – including public, private, and paid. Engage your customer in the right context by understanding each journey, sentiment, interest, and activity.
Provide personal, face-to-face customer service anywhere, anytime
Deliver on-the-spot customer service through attentive, personalized service – with help from mobile service execution capabilities in SAP software. Enable your on-site, in-person service professionals to create and process requests with all relevant information at their fingertips using iPads. Help your service reps have the most meaningful interactions when face to face with customers with mobile service request management, knowledge access, and expert collaboration.
Solve customer issues in one interaction with service request management
Provide your contact center agents and customers with a unified agent experience across all interaction channels with multichannel service request management from SAP Hybris software. With our solutions you can:
Maximize agent efficiency by capturing complete conversation history in a single location
Apply categorization, routing, SLAs, workflow, approval, and escalation rules to requests
Use data to make sure service requests are always handled by the right person with the right resolution
Help ensure first-contact issue resolution with efficient knowledge access
Increase productivity with knowledge management software from SAP that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.
Build an interactive community to foster collaborative service issue resolution
Build an interactive community to foster collaborative service issue resolution. Through Q&A forums and discussions, your community members can get the answers they need anytime and anywhere. Online communities offer insights into customers’ needs and interests – and offer relevant content designed to influence and accelerate purchase decisions and seamlessly go from a service inquiry to a storefront. Increase customer engagement and satisfaction and lower the total cost of customer support by inspiring low touch service engagements through communities.
Gain real-time insight into service performance with powerful analytics and intuitive dashboards
Give managers real-time insight into your team’s customer service performance with powerful analytics and easy-to-use dashboards. Monitor real-time service performance with pre-built dashboards. Use pre-built reports to track response times, handle times, priorities, and escalation trends.
Deliver the next generation agent desktop to your service organization
Enable customer service communication across a unified communication center. Efficiently monitor, control and manage contact center operations in real-time. Provide a unified agent experience across all interaction channels with multi-channel service ticketing.
Create new tickets and update existing ones automatically
Capture complete conversations in a single place – to maximize agent efficiency. All channels can identify customers based on data available from social media profiles, e-mail addresses, or phone numbers. Create new tickets and update existing ones automatically. Assign tasks to a ticket based on relevant attributes to help guide agents through complex processes.
Assign the right tasks to the right agents every time
Ensure that cases are always handled by the right person with routing and escalation rules. Create workflow rules with ease that can generate notifications, update fields, and trigger requests for multilevel approvals based on context and time.
Learn about the business value and best practices of integrating the contact center with omnichannel programs in order to deliver a seamless customer experience across multiple touch-points. (Aberdeen 2014)
Compare the TCO of SAP Contact Center software with non-SAP systems. Explore benefits of a platform integrated with CRM systems to improve customer satisfaction and performance of sales, service, and marketing functions along with reduced IT overheads.
Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $23 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.
Reimagine the way you do business with SAP Digital Business Services
Businesses everywhere are transforming into digital enterprises – but it’s not always that easy. SAP Digital Business Services can help guide your transformation journey every step of the way, from strategy to technology implementation and beyond.
Our experts take a holistic approach, helping you identify and implement new processes and capabilities while ensuring your operations continue to run smoothly. We’ll work to make sure your SAP software delivers ongoing, unsurpassed value as you address the evolving demands of the digital economy.
Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.