Wow your customers using our customer service solutions

CRM Interaction Centre

Enable your agents to research and solve problems, handle complaints, answer technical questions and more – with our interaction centre software.

• Get faster access to information that supports customer interactions via phone, e-mail or chat
• Seamlessly handle inbound and outbound calls with integration to telephony systems
• Respond to large volumes of incoming e-mail with direct or automated systems

Solution Brief: Differentiation Through Service Excellence Overview Video: Getting the Most from Your Interaction Centre

CRM Interaction Centre

Business Communications Management

Deliver a great customer experience across contact channels using our IP platform – turning your service into a competitive advantage.

• Improve service with back-office experts and work-at-home agents
• Deliver stellar customer communications across all channels
• Replace outdated, proprietary hardware with an open IP contact centre solution

Solution Brief: SAP Business Communications Management - A Rapid-Deployment Solution for Improved Customer Service White Paper: Creating Business Value with Communication-Enabled CRM Processes

Business Communications Management

E-Service

Offer your customers a personalised Web self-service channel to help manage their needs – from service requests to complaints to product registration.

• Reduce your service costs by making it easy for your customers to solve their own problems
• Increase customer satisfaction by enabling customers to interact via the Web channel
• Track and analyse Web activities and behaviour to improve customer experience and service

Solution Brief: Enabling Web Channels

E-Service

Next-Generation Billing

Work smarter, sell better and win more with our on-demand collaborative sales solution – designed for the way you sell today.

• Streamline complex rating and billing processes. Efficiently manage accounting, payments and collections while optimising financial customer care for high volumes of customers and transactions.
• Offer a personalised customer experience based on deep customer insight and real-time access to individual behavior and preferences
• Reduce operational costs by centralising and consolidating multiple, high-volume billing streams and minimise invoices
• Rapidly launch new services and cross-promotional bundles, based on advanced analysis and segmentation

Video: Smart Billing for New Business Model White Paper: Monetising Services in the New Hyperconnected World

Next Generation Billing

Field Service

Improve field service and cut service delivery costs with end-to-end processes
that boost efficiency.

• Provide field engineers with real-time information so they make best use of their time
• Manage and adapt quickly with field-service management analytics
• Improve efficiency with service resource scheduling aligned to service level agreements (SLAs)
• Increase first time fixed rates with service order requirements

White Paper: TSIA's Mobile Enablement: Field Service Automation

Field Service

Workforce Scheduling and Optimisation

Increase your service efficiency with accurate demand forecasting, better workforce shift scheduling and mobile workforce management.

• Improve tactical resource planning – for greater control of your service operations
• Streamline your roster and scheduling processes
• Improve customer satisfaction with on-time service visits and follow-up

Workforce Scheduling and Optimisation

Warranty and Claim Management

Manage warranties, process claims more effectively and reduce costs by increasing supplier recovery rates.

• Strengthen customer relationships with faster, more efficient claim processing
• Capture and analyse warranty service costs
• Reduce warranty claim costs by flowing warranties through to suppliers

Warranty and Claim Management

Service Sales and Marketing

Drive revenue with capabilities designed especially for marketing and
selling services.

• Plan and execute service marketing campaigns that target specific customer segments
• Increase the acceptance rate of your service quotes by bundling services with products
• Increase service revenue with intelligent cross-sell and up-sell offers

Service Sales and Marketing

Real-Time Offer Management

Make real-time recommendations for cross-selling, up-selling and retention – targeting the right offer to the right customer.

• Use real-time recommendations to enhance customer relationships
• Leverage up-to-the-minute transaction information when identifying offers
• Understand how and why offers are performing with advanced analytics

Real-Time Offer Management

Service Parts Management

Effectively manage parts availability across the service network to get the right parts to the right place at the right time.

• Streamline service parts planning and procurement processes
• Take advantage of advanced service parts warehousing strategies
• Reallocate parts across locations to maximise service levels and minimise costs

Service Parts Management

Service Contract Management

Retain customers and gain predictable and renewable revenue streams with our service contract lifecycle management solutions.

• Manage customer-specific service level agreements (SLAs)
• Accurately forecast revenues with service contract management analytics
• Meet customer requirements with usage and performance-based contract management

Service Contract Management

Installed-Base Management

Maximise your customer equipment up-time by taking care of your installed base of customers throughout the entire lifecycle.

• Track the status of all customer technical assets, from installation to dismantling
• Enhance service operations with installed-base service analytics
• Provide proactive service maintenance based on the up-to-date status of your installed base

Installed-Base Management

Depot Repair

Streamline your in-house repair service processes to keep your service delivery effort low – while complying with service level agreements (SLAs).

• Support planning, documenting and tracking of all repair-related activities
• Optimise in-house repair processes and loaner management
• Improve repair planning and quotation with depot-repair management analytics

Depot Repair

Partner Channel Management

Help channel partners drive indirect revenue, expand market reach and increase channel productivity with centralised information.

• Motivate partners to market and sell your products and services
• Improve channel sales, marketing and service processes
• Analyse partner and channel performance to identify and close gaps

Solution Brief: Partner Channel Management

Partner Channel Management

Service for Small and Medium Enterprises

Differentiate your company by providing superior service – and build customer loyalty – by relying on our customer service solutions for small and medium enterprises.

• Benefit from an integrated business solution that is designed for businesses of your size
• Focus on your business while saving time and system costs
• Capitalise on cross-sell and up-sell opportunities

Demo: Respond Quickly to Market Changes Solution Brief: Service Management with SAP Business One

Customer Service for SME

On-Demand Service for Small and Medium Enterprises

Deliver superior service cost-effectively with SAP Business ByDesign. Manage all your key business functions with a single software solution delivered on demand – and get the functional depth of a large-scale, business management solution without costly IT infrastructure.

• Pay only a monthly subscription fee with no up-front investment
• Take advantage of built-in support, service and maintenance
• Easily adapt your solution as your needs change

SAP Business ByDesign

Rapid Deployment of Business Communications Management

Get inbound contact centre and reporting functionality that can help you improve the quality of your customer interactions quickly.

• Increase visibility into and control of all customer-facing operations
• Reduce operational expenses
• See results in weeks with a solution designed for rapid deployment

Solution Brief: The Fast Track to Improving Customer Service

Rapid Deployment of Business Communications Management

Rapid Deployment of SAP CRM

Focus on attracting prospects, retaining customers and closing deals – not on implementing software.

• Increase sales productivity by providing one source to manage all sales activities
• Decrease cost to serve customers by quickly resolving customer issues
• Align with sales better by accurately targeting campaigns to generate qualified leads
• See results in weeks with a predictable approach to deployment

Brochure: SAP CRM Rapid-Deployment Solution

SAP CRM Rapid-Deployment Solution