CUSTOMER SERVICE AND SUPPORT
INTEGRATE DIVERSE SUPPORT PROCESSES TO PROVIDE A CONSISTENT SERVICE EXPERIENCE
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 organization 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 organization.
- 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: