An Easy-to-Deploy Solution for Customer Service: Product Demo

Discover how the rapid deployment of SAP CRM delivers essential CRM functionality quickly and affordably, while reducing risk and following a predictable path to your CRM vision.

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    • SAP CRM rapid-deployment solution: Offering software and services together in one package that delivers essential CRM functionality, a quick implementation and affordable pricing, and the flexibility to grow with your business. In this demo, you'll see how SAP CRM enables your customer service representatives to: get a complete picture of the customer, easily access a knowledge base, and deliver customer service efficiently. With this solution, your customer service representatives can: Easily personalize the solution to the way they work best, be more productive, and provide superior customer service. In this example, I'm a customer support representative for an electronics manufacturer. I receive a call from a customer and she says her name is Julia Mitchell. I do a quick search in SAP CRM using her name and confirm that that she is the right Julia Mitchell from Wichita, Kansas. After she’s confirmed, the system automatically brings up a quick view of our recent interactions with her. I can also navigate to the Account Fact Sheet and get a more detailed and complete view of her interaction history with our organization. I can see that over the past few months, a number of requests have been opened for her, and there are several tasks that we are doing for her. Ms. Mitchell now tells me about her current issues, so I open a service request to track it. She tells me that she’s having trouble uploading videos, so I capture some details and create the service request. I also categorize the topic of the request, which will make it much easier for me and my colleagues to find solutions to similar customer issues in the future. Categorization also enables quick access to relevant knowledge articles, as well as future analysis. After creating the service request, I give Ms. Mitchell the ticket number. With her on the call, I quickly navigate to our knowledge base and use a keyword search to find a solution for her. It looks like there’s an FAQ about uploading videos. Reading through it, it appears to be just what she’s looking for. So I describe the steps to take for uploading videos to Ms. Mitchell, and she is happy with how quickly I could solve her problem. To make sure she has everything she needs, I also email these instructions to her. I click “add to cart” and navigate back to the knowledge base so I can send this FAQ to her. This is easy to do because her address is pre-populated, and I can select an email template to insert text and then make any necessary minor edits to personalize it. Now I can just go ahead and send it to her. Now that Ms. Mitchell’s questions have been answered, I navigate back to the service request, change the status to “complete,” and save the service request. At this point, I can end this customer call and move on to the next one. Now that we have resolved the customer issue, I’ll show you how to take advantage of valuable features that make my job as a customer service representative even easier. One of these features is the scratch pad. During a call, I can jot down notes in the scratch pad and then easily input them into the system using the built-in import feature. Using the Inbox, I can see what other work is in my queue. From my inbox, I can quickly see the various service requests that have been assigned to me – and I have quite a few. I can also use a quick search to see the requests that have been assigned to my team – so if my workload is light, I can help out by taking on other opened service requests. I can also easily personalize SAP CRM, making it work the way I like to work. As you can see, the service request screen has different areas of data that can be shown to me. I can move things around and choose how relevant information for a specific request is displayed. I can also decide what I want to show – for example, if I don’t want to see date information, I can just hide it. I can also choose to view the related knowledge articles once I open a service request, which enables me to quickly get to the answer I need. I can also create shortcuts that allow me to quickly access specific areas of the application using my keyboard. If I am unhappy with the page color scheme or layout, I can change the “skin” by switching from a blue to a yellow background, for example – it’s that easy. As you have seen, SAP CRM enables customer service representatives to gain a complete picture of the customer, easily access the knowledge base, and solve customer issues efficiently. They can also personalize the solution so they can be more productive and deliver superior service. With the SAP CRM rapid-deployment solution, you get essential CRM functionality delivered quickly and at an affordable price – and the flexibility of a solution that can grow with your business.
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