SAP Enterprise Service Management

Efficient service delivery helps organizations drive down costs, improve productivity, and break down information silos.
A case flow for SAP Enterprise Service Management

What is SAP Enterprise Service Management?

SAP Enterprise Service Management is an omnichannel, unified approach to service delivery. It provides AI-powered customer inquiry and case management for efficient user engagements and resolutions.

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With SAP Enterprise Service Management, remove complexities from the resolution process with unified service delivery and efficiency across the enterprise.

  • Break down organizational silos with connected, integrated inquiry flows

  • Resolve inquiries faster with AI-powered contextual processes

  • Respond quickly to changing business needs with business user configuration

  • Drives down total cost of ownership with unified service delivery

Read the solution brief 
Sales and Service Innovation Spotlight

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Key benefits

Centralize service delivery

Drive efficiency—from inquiry to resolution. Easily execute scenarios by configuring inquiry and case management from a single desktop for service agents.

Add flexibility with AI-assisted automation

Help eliminate error-prone tasks, streamline processes, drive contextual insights, and speed resolution time using AI throughout service delivery.

Integrated and ready to use

Drive down total cost of ownership with pre-delivered scenarios and integration with SAP solutions such as SAP S/4HANA Finance and SAP SuccessFactors.

Key features

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Service request management

  • Enable self-service for inquires and updates using SAP Build Work Zone or with pre-delivered widget and forms on your existing portal

  • Allow omnichannel, contextual inquiry resolution from a single workspace with a unified agent desktop

  • Break down departmental silos with AI-powered insights and collaboration

AI-assisted case management

  • Create case types and workflows that reflect your business with a visual case designer

  • Connect processes from enterprise systems to create necessary case and response flows

  • Speed up resolutions with generative AI that delivers an intuitive, process-led experience

Insights and analytics

  • Ensure service levels are met to drive operational excellence

  • Optimize business flows and processes based on operational insights

  • Enhance efficiency throughout the inquiry-to-resolution journey with KPI-focused analytics

HR service delivery

  • Manage HR service requests centrally including self-service, assisted, and in-person inquires

  • Streamline resolution processes with AI-enhanced workflows

  • Easily configure with out-of-box integration to SAP SuccessFactors

Financial shared services

  • Ensure invoice and payment inquiries are quickly addressed from a central workspace

  • Automate processing of financial service inquires with AI document extraction and flows.

  • Deploy quickly with out-of-box integration using SAP S/4HANA Finance

Pricing

Choose a base plan

SAP Enterprise Service Management

Features:

SAP Enterprise Service Management can help you manage service requests across all channels with the help of AI, while also improving efficiency, removing complexities, and reducing cost, from inquiry to resolution.

Metric:

This edition is measured in blocks of 1,000 transactions.

Benefits include:

A unified workplace with connected data and processes

Interaction timelines for employees, suppliers, and distributors

AI-driven automation, workflows, and recommendations

Seamless process automation

Self-service case creation

Price upon request:

Pricing structure and contract duration details are available on request.

monthly price
EUR 93.00
  • In blocks of 1000 Transactions per month
  • Contract duration available upon request
  • Auto-renewal
    • See all pricing details
Terms and conditions

Features:

SAP Enterprise Service Management can help you manage service requests across all channels with the help of AI, while also improving efficiency, removing complexities, and reducing cost, from inquiry to resolution.

Metric:

This edition is measured in blocks of 1,000 transactions.

Benefits include:

A unified workplace with connected data and processes

Interaction timelines for employees, suppliers, and distributors

AI-driven automation, workflows, and recommendations

Seamless process automation

Self-service case creation

Price upon request:

Pricing structure and contract duration details are available on request.

Choose a base plan

Cloud test, demo, and development for SAP Enterprise Service Management

Included:

This is a non-productive and non-commercial tenant for test, demo, and development purposes only (check out Use Rights).

This edition is exclusively available for partners.

Payment method:

Invoice is supported for all countries.

Click on the “Configure to see price” button to find out if credit card is supported in your country.

  • In blocks of 1 Tenants
  • Minimum contract 3 months
  • Auto-renewal
    • See all pricing details
Terms and conditions

Included:

This is a non-productive and non-commercial tenant for test, demo, and development purposes only (check out Use Rights).

This edition is exclusively available for partners.

Payment method:

Invoice is supported for all countries.

Click on the “Configure to see price” button to find out if credit card is supported in your country.

SAP Enterprise Service Management webcast

Learn how to optimize service delivery across your organization.

Watch on demand

Resources

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SAP Enterprise Service Management for finance

See SAP Enterprise Service Management for finance in action.

Watch the video 
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SAP Enterprise Service Management for HR

Get inspired by the new SAP Enterprise Service Management solution for HR.

Watch the video 

Technical information

SAP delivers a high-performance, cloud-native enterprise service management application built on the latest technology and embedded AI capabilities.

Installation and setup

Explore setup instructions to start running your SAP software quickly and confidently.

Get started 

Configuration

Optimize the configuration of SAP Enterprise Service Management with comprehensive configuration guides.

Read the guides 

Integration

Find out how to integrate SAP Enterprise Service Management with your existing IT landscape.

Learn more 

Road map

Explore planned innovations, future features, and new functionality with the road map for SAP Enterprise Service Management.

Explore the road map 
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