Transform customer service: AI drives customer value through service, from inquiry to resolution
Boost customer satisfaction and increase service efficiency by managing the customer service journey with SAP Service Cloud and SAP Field Service Management. Faça o download do documentoBusinesses around the
world* have achieved great
business benefits with the
solutions, including:
40%Faster to resolve service
tickets
41%Reduction in cost to serve
25%Increased customer
satisfaction score (CSAT)
Why juggle disconnected systems when you
can effectively manage service processes with
a consolidated approach? Your business can
boost customer satisfaction and increase
service efficiency by managing the customer
service journey—from the first point of
contact to the final field service visit and
resolution.
The combined power of SAP Service Cloud and
SAP Field Service Management
The SAP Service Cloud and SAP Field Service Management
solutions are a powerful dynamic, enabling you to deliver
efficient service that boosts customer value and reduces
TCO. (See the figure on the following page.) With the service
solutions from SAP, you can enhance the service process
with AI, taking your customer and employee experiences to
the next level. You can realize the benefits of AI during the
stages of your service journey: improve self service, speed
up contact center case management, and automate field
service scheduling.
Connecting the SAP Service Cloud and SAP Field
Service Management solutions can help you:
• Reduce average handling time
• Meet service level agreements
• Increase customer satisfaction
• Reduce TCO
• Achieve quick time to value
Transform customer service
AI drives customer value through
service, from inquiry to resolution
*Source: Internal SAP metrics
Information sheet | SAP Service Cloud and SAP Field
Service Management
world* have achieved great
business benefits with the
solutions, including:
40%Faster to resolve service
tickets
41%Reduction in cost to serve
25%Increased customer
satisfaction score (CSAT)
Why juggle disconnected systems when you
can effectively manage service processes with
a consolidated approach? Your business can
boost customer satisfaction and increase
service efficiency by managing the customer
service journey—from the first point of
contact to the final field service visit and
resolution.
The combined power of SAP Service Cloud and
SAP Field Service Management
The SAP Service Cloud and SAP Field Service Management
solutions are a powerful dynamic, enabling you to deliver
efficient service that boosts customer value and reduces
TCO. (See the figure on the following page.) With the service
solutions from SAP, you can enhance the service process
with AI, taking your customer and employee experiences to
the next level. You can realize the benefits of AI during the
stages of your service journey: improve self service, speed
up contact center case management, and automate field
service scheduling.
Connecting the SAP Service Cloud and SAP Field
Service Management solutions can help you:
• Reduce average handling time
• Meet service level agreements
• Increase customer satisfaction
• Reduce TCO
• Achieve quick time to value
Transform customer service
AI drives customer value through
service, from inquiry to resolution
*Source: Internal SAP metrics
Information sheet | SAP Service Cloud and SAP Field
Service Management
SAP Service Cloud SAP S/4HANA SAP Field Service Management
Customer service Service operations Field service
• Chat
• Email
• IoT
• Phone
• Ticket
• Service level
agreements and
entitlement
• Timeline and
360° view
• Knowledge
management
• Quoting
• Repair
• Maintenance
• Installation
• Contract and
warranty
• Spare parts
• Billing and
finance
• Dispatching
• Confirmation
• Mobile
• Crowd service
• Self-service
• Smart forms
• Predictive service
• Asset health
• Asset performance
SAP Asset Performance Management
94578enUS (24/10)
© 2024 SAP SE or an SAP affiliate company. All rights reserved.
See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers,
disclosures, or restrictions related to this material.
Figure: Integrated service management solutions delivering unified service resolution
With our project we effectively tore
down the walls between customer-
related processes and systems and
enabled a holistic understanding of
our customer relationships based on
a new SAP Customer Experience
landscape.
- Patrick Schwarz, Vice President CRM & Commercial Excellence, GEA
”
“
To learn more, visit us online.
Customer service Service operations Field service
• Chat
• IoT
• Phone
• Ticket
• Service level
agreements and
entitlement
• Timeline and
360° view
• Knowledge
management
• Quoting
• Repair
• Maintenance
• Installation
• Contract and
warranty
• Spare parts
• Billing and
finance
• Dispatching
• Confirmation
• Mobile
• Crowd service
• Self-service
• Smart forms
• Predictive service
• Asset health
• Asset performance
SAP Asset Performance Management
94578enUS (24/10)
© 2024 SAP SE or an SAP affiliate company. All rights reserved.
See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers,
disclosures, or restrictions related to this material.
Figure: Integrated service management solutions delivering unified service resolution
With our project we effectively tore
down the walls between customer-
related processes and systems and
enabled a holistic understanding of
our customer relationships based on
a new SAP Customer Experience
landscape.
- Patrick Schwarz, Vice President CRM & Commercial Excellence, GEA
”
“
To learn more, visit us online.