Give service reps a full view of customers across all channels, and enable real-time collaboration to solve complex cases
Rely on comprehensive omnichannel customer service – achieved with SAP Hybris software – so your company can meet the expectations of its most demanding customers. Improve customer satisfaction and strengthen loyalty to make your entire organization more competitive. Enable contact center channels through phone, e-mail, chat, and SMS, while empowering agents to streamline processes and provide multichannel service excellence.
Optimize asset performance with proactive and predictive business insights
Monitor asset conditions, predict machine health, and proactively deliver parts. Our solutions for predictive business processes can help you provide efficient service management and execution in these and other ways:
Increase your first time fix rates and customer satisfaction
Harness the Internet of Things (IoT) into proactive service execution
Reduce costly breakdowns and bring service management efficiency to a new level
Provide a superior customer experience through comprehensive self-service
Empower your customers to research problems, seek solutions, and initiate services on their own through intuitive online and personalized self-service support with SAP software. Increase deflection rates, reduce contact center costs while allowing customers to engage in a preferred manner, and provide direct access to agent-assisted service from self-service if needed.
Engage effectively through social channels to deliver optimal customer experiences
Empower your marketing and customer service teams to collaborate and quickly deliver appropriate responses to customer inquiries, issues, or comments made on social media channels – with social customer engagement software from SAP. Filter, prioritize, and route high volumes of customer content so the right expert addresses the right customer. Give your customers the personalized experience they deserve on their preferred social channel.
Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one customer experience
Understand the voice of the customer and turn volumes of social media and enterprise data into meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing customer sentiment and social media signals over time. Build customer profiles using both structured and unstructured data across all interaction channels – including public, private, and paid. Engage your customer in the right context by understanding each journey, sentiment, interest, and activity.
Provide personal, face-to-face customer service anywhere, anytime
Deliver on-the-spot customer service through attentive, personalized service – with help from mobile service execution capabilities in SAP software. Enable your on-site, in-person service professionals to create and process requests with all relevant information at their fingertips using iPads. Help your service reps have the most meaningful interactions when face to face with customers with mobile service request management, knowledge access, and expert collaboration.
Solve customer issues in one interaction with service request management
Provide your contact center agents and customers with a unified agent experience across all interaction channels with multichannel service request management from SAP software. With SAP solutions you can:
Maximize agent efficiency by capturing complete conversation history in a single location
Apply categorization, routing, SLAs, workflow, approval, and escalation rules to requests
Use data to make sure service requests are always handled by the right person with the right resolution
Help ensure first-contact issue resolution with efficient knowledge access
Increase productivity with knowledge management software from SAP that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics.
Gain real-time insight into service performance with powerful analytics and intuitive dashboards
Capture a true measure of customer service performance with cloud-based analytics software from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports to evaluate response times, average handling times, service priorities, and escalation trends. Our customer service analytics software also lets your service representatives and managers create their own operational reports, dashboards, and KPIs using intuitive wizards.
Learn about the business value and best practices of integrating the contact center with omnichannel programs in order to deliver a seamless customer experience across multiple touch-points. (Aberdeen 2014)
Compare the TCO of SAP Contact Center software with non-SAP systems. Explore benefits of a platform integrated with CRM systems to improve customer satisfaction and performance of sales, service, and marketing functions along with reduced IT overheads.
Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $29 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.
Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.
Reimagine the way you do business with SAP Digital Business Services
Businesses everywhere are transforming into digital enterprises – but it’s not always that easy. SAP Digital Business Services can help guide your transformation journey every step of the way, from strategy to technology implementation and beyond.
Our experts take a holistic approach, helping you identify and implement new processes and capabilities while ensuring your operations continue to run smoothly. We’ll work to make sure your SAP software delivers ongoing, unsurpassed value as you address the evolving demands of the digital economy.