Customer Service CRM and Call Center Software Solutions | SAP

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Make service the heart of your customer experience

Orchestrate seamless service experiences to support your customers throughout their entire journey.

Create a unified service experience with SAP Service Cloud

Bridge the gap between front-office engagements and back-office processes.

Allow agents and technicians to get the insights they need to stop broken, fragmented experiences that delay issue resolution
Create a single view of the customer to better serve them, based on service history and interactions with other departments
Diagnose issues to minimize downtime and optimize end-to-end service execution
Provide instant access to insights, regardless of where data is stored, with cloud-based customer service software

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Develop an elite team of skilled experts

Ensure your service teams are properly trained and available to meet service demands and volumes.

Solve customer issues quickly from any channel using omnichannel engagements
Maintain service teams that are ready for any situation and well-trained in courses relevant to their jobs and responsibilities
Empower agents and technicians using gamification techniques and incentives
Meet growing service demands by creating an on-demand network to connect and expand your service ecosystem

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Deliver the next generation of self-service

Provide faster, more accurate answers automatically with integrated, intelligent, and cloud-based customer service.

Leverage conversational AI to automate conversations and take relevant actions
Import content from disparate systems into a unified experience to eliminate information silos
Make information easily discoverable from anywhere, at any time, even outside your normal operating hours
Transfer conversations to live agents without losing context

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What are analysts saying about service solutions from SAP?

SAP Service Cloud delivers significant ROI

Find out about key benefits for businesses using SAP Service Cloud, including improved efficiency, increased cross-selling income, and lower call center costs.

Read the Forrester study

SAP Field Service Management is in Gartner’s Magic Quadrant

See how SAP Field Service Management helps automate processes and improve customer experiences in Gartner’s Magic Quadrant for Field Service Management report.

Read the report

See how customers are succeeding with SAP Service Cloud

Training and Certification

Realize business results fast with expert-led training, hands-on experience, and best practices for SAP Service Cloud.

Train where it suits you best

Training courses are available at select SAP offices, your own location, and online to meet your needs and preferences.

Empower your team

Role-based training equips your team with knowledge needed to adopt and optimize SAP Service Cloud quickly and effectively.

Read about our role definitions

Access the latest resources

Comprehensive, up-to-date resources are available when you need them by accessing SAP Learning Hub with a subscription.

Start your learning journey

Find the best training and certification for you and your team using our visual learning guides. Plan your learning journey to get started quickly.

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Get started with SAP Service Cloud

View how-to videos on using software features and functions
Watch Webinars and attend expert events for the latest updates, insights, and advice
Get information about our quarterly release cycles, service availability, and cloud support

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SAP Customer Experience Services

Transform your business faster with help from SAP Digital Business Services.

Explore all services

Partner Ecosystem

Benefit from specialist expertise to guide your SAP Service Cloud project. SAP Customer Experience solution partners provide the service and support you need to meet your enterprise goals.

Find a partner that fits your needs

Included Products

Learn about the products included in the SAP Service Cloud portfolio.

SAP Customer Service Management

SAP Self-Service Accelerator for Utilities by SEW

CallidusCloud ServiceMotivate

Litmos

Learn more about SAP Service Cloud solutions

SAP Service Cloud Resource Center

INICOM Service GmbH

Learn how this German professional services company reduced administrative overhead by 90%.

Find out how this utilities and customer service provider leveraged AI and automation to create a clear view of incoming e-mails.

10 predictions for customer service in 2019

Crowd service means no more waiting for the cable guy

Why self-service is critical to the future of CX

How customer service powers an intelligent enterprise

As workforce shortages grow, crowd service offers a solution

The future of customer service is the best of man and machine

Your field service technician is your best sales rep

Lost in your service silos?

Hear how you can harmonize your processes for field service success from the Service Council and SAP.

Five steps for turning field service into a profit center

Get practical advice on making the shift from a cost center to a profit center.

Redefine field service to live up to your brand promise

Find out how you can deliver superior customer experiences.

Make service a key differentiator of your brand

Discover the power of SAP Service Cloud.

Unleash the power of field service

Empower your teams to deliver excellent customer service by providing them with the right data at the right time and place.

Get the toolkit

SAP Service Cloud delivers significant ROI

See what Forrester found out about the key benefits of using SAP Service Cloud, including lower costs.

Read the report

Fundamentals of modern field service management

Get an overview of field service management and learn how new technologies such as AI are revolutionizing it.

Industry Report

Harmonize processes for field service success

Learn how aligning your field service processes reduces costs and improves customer satisfaction.

Read the report

Turning field service into your most valuable customer touchpoint

Learn how to transform field service into a top-flight operation that drives customer loyalty.

Perfecting customer service

Discover how SAP Service Cloud provides true omnichannel support.

Read the solution brief

Turning field service into a profit center

Find out how you can generate field service revenue by putting customers first and empowering your team.

Gartner Magic Quadrant for Field Service Management

Get insight into the field service management market and learn why Gartner positioned SAP in its Magic Quadrant.

Read the report

How to choose the right field service solution

Learn top considerations when selecting a field service management solution and mistakes to avoid.

Win utility customers’ hearts and minds

Read the IDC white paper to learn how to begin delivering experiences that build relationships and increase profitability.

Read the white paper

Redefine field service

Find out how to transform your field services with the SAP Service Cloud portfolio.

Read the solution brief

Drive customer loyalty for utilities with exemplary service

Get practical step-by-step guidance in delivering outstanding omnichannel customer service experiences for utilities customers.

Read the IDC report

Support the end-to-end customer journey

Explore the other cloud solution portfolios in the SAP C/4HANA suite.

SAP C/4HANA

See how the SAP C/4HANA suite brings together customer data, machine learning technology, and microservices to power real-time customer engagements across sales, service, marketing, and commerce.

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