SAP CRM – Deliver Superior Customer Service: Product Demo

Learn how SAP CRM enables you to solve customer problems on the first call, understand customer entitlements and deliver the right level of service, and transform service from a cost centre to a profit centre.

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    • SAP CRM: deliver superior customer service. SAP CRM enables you to solve customer problems on the first call, understand customer entitlements and deliver the right level of service, and transform service from a cost center to a profit center. This demonstration shows how SAP CRM allows you to view complete customer information, access a problem-resolution database, schedule field technicians, and make tailored offers based on complete customer insight. Lakshmi Milan is a customer service rep for LS Top Computer, a maker of laptops. She works in the company's offshore offices. Lakshmi receives a call from a customer, Jeff David of High Com. When the call comes in, SAP CRM automatically populates Lakshmi's screen with complete customer information, including assets the customer owns. She can see that Jeff is a key decision maker and requires the highest level of service. The software prompts her to explore a 360-degree view of the customer, including recent orders, service history, and more. Jeff explains that he's having a problem with backup software on his new laptop. Lakshmi is presented with a list of suggested solutions. However, the laptop is a new model, so none of the suggestions will resolve the problem. Lakshmi has immediate access to Chris Miller, a laptop support specialist. SAP CRM and SAP Business Communications Management enable her to see if Chris is available for a quick conference call – whether he's at home, at the office, or on the road. Chris determines that Jeff's problem is a network issue that requires on-site service. With just a few clicks, Lakshmi can check the availability of service technicians. She can then schedule a service appointment, without having to leave the application. Next, real-time offer management prompts her with relevant offers based on customer value and product availability. She offers Jeff a special printer promotion and a 50% discount on a laptop docking station. Jeff rejects the printer promotion but accepts the docking-station offer. A quick available-to-promise check enables Lakshmi to confirm that the docking station will be available on the date of service and can be added to the technician's van stock. Finally, she confirms the service appointment and ensures that the service technician will deliver the docking station when he provides service. Both simple and powerful, SAP CRM allows you to solve customer problems, deliver the right level of service, and transform service from a cost center to a profit center.
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