The SAP CRM on-demand solution maximizes the value of each customer by keeping profitable customers loyal, decreasing service costs through efficiency, and increasing service revenue. The solution puts you on the fast track to improved customer service and support with tools for:

• Customer service and help desk – Improve customer satisfaction and reduce costs by enabling service agents to quickly and accurately resolve customer inquiries via a single desktop solution.
• Rule-based distribution and escalation of service tickets – Meet changing service demands by organizing and assigning service employees in the most effective way possible via rule-based distribution and escalation of service tickets.
• Service analytics – Identify problems quickly and take corrective action with robust service analytics. View profitability by customer, type of service-level agreement, or geographic territory, and use key metrics – including average response times, repair times, and mean time between failures – to measure the effectiveness of your service operations. Track actual values versus targets, and compare the effectiveness of one service territory to another.

Improved User Interface and Administration

The SAP CRM on-demand solution offers a new user interface and administration features, including:

• Improved user experience – Offer your users a new, improved user interface – completely redesigned based on customer feedback – to mirror the way they work.
• Simple administration – Quickly add and authorize new users; create and edit roles and control data visibility; reassign owners for key areas such as accounts, opportunities, contacts, and activities in response to organizational changes; and manage other administrative tasks online.