Read how BOSCH Thermotechnik transformed its customer service and support with SAP software.

The number of channels through which a customer can contact your company is increasing. All channels – the Web, phone, remote service monitoring, or a channel partner – offer an opportunity to turn customer service into a more profitable activity. But to seize these opportunities, your service organisation must deliver a cost-effective, consistent, and positive customer experience across each channel.

With SAP software for customer service and support, you can leverage state-of-the-art communication technologies for a seamless interaction with your customers – and within your own support organisation.

• SAP software provides a 360° view of customers and related information such as assets, contracts, and interaction history.
• You can automate routing processes and use alerts and escalations to ensure compliance with service level agreements (SLAs).
• Cross-company documented know-how, provided in an easily accessible manner, serves to improve service quality.
• Self-service tools with convenient, 24/7 access improve customer satisfaction.

These features help you handle large request volumes with reduced service and support costs – and to resolve customer problems on the first contact, avoiding costly follow-ups. Our customer service and support software enables you to achieve high customer satisfaction through best-in-class service quality, while keeping your service delivery effort low.

Software to Enable Effective Customer Service and Support

The following functions – available in customer service and support software – can be used in an after-sales service context:

• Interaction centre
• Customer and asset fact sheet
• Service-request processing
• Complaints processing
• Returns processing
• Alerts and escalations
• Knowledge management
• Customer service and support analytics

You gain these customer service and support capabilities – and more – with the following enterprise applications:

• SAP Service and Asset Management
• SAP Customer Relationship Management
• SAP Business Communications Management
• SAP ERP Operations