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Omnichannel Customer Service Solutions

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.

Solution Capabilities

Included Capabilities

Predictive Business Process

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
Self-Service Support Portal

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.

Learn about SAP HANA Cloud Portal

Social Customer Engagement (Cloud)

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.

Learn about SAP Hybris Cloud for Social Engagement

Social Listening and Sentiment Analysis

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.

Learn about SAP Hybris Marketing solutions

Mobile Service Execution

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.

Learn about SAP Hybris Cloud for Service

Service Request Management (Cloud)

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
Knowledge Management (Cloud)

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.

Learn about SAP Hybris Knowledge Central by Mindtouch

Social Collaboration

Have experts collaborate to solve customer issues and inform service teams

Help customer service and support teams strategize, solve problems, and drive action for customers through social media. Our service collaboration solutions can help: 

  • Unite people, data, processes, and content to transform teamwork into results
  • Expedite customer support issues and services requests
  • Find experts to improve responsiveness to customer needs
  • Increase customer satisfaction, strengthen direct engagement, and build more solid relationships to help ensure ongoing success
Customer Service Analytics (Cloud)

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 SAP Hybris Cloud for Service

Inbound/Outbound Contact Centers

Improve performance with unified inbound and outbound contact centers

Deliver high-quality, consistent service across all channels with solutions for inbound and outbound contact centers. With SAP software you can:

  • Integrate multichannel contact centers with other SAP and third-party software
  • Unify your inbound and outbound contact handling and real-time monitoring processes
  • Increase customer satisfaction, cost savings, and revenue streams
  • Align marketing and sales targets in your telesales initiatives

Contact center in omnichannel strategy

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)

TCO Analysis of SAP’s contact center solution

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.

Have a small team?

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.


Quickly adopt and maintain SAP solutions

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.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.


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. 

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