Offer engaging and highly personalized experiences across channels, devices, and touch points with a citizen engagement transactional platform
Deliver an exceptional and personalized online citizen experience across omnichannel touch points and channels with a citizen engagement transactional platform. Provide your citizens with a single view of the government and digitize your services and processes to improve citizen satisfaction levels. With SAP software you can:
Integrate all channels and touch points on a single citizen facing platform, and be flexible enough to add new touch points as they emerge
Create an experience that's cost effective yet purpose built for today's omnichannel citizens - and deploy it fast
Gain a 360-degree view of citizens to create personalized and targeted experiences
Make the experiences available on all touch points using responsive design with intuitive Web-content management capabilities
Tap integrated knowledge sources for faster resolution of service issues
Equip service agents with integrated information from knowledge bases, so they can respond to customer issues intelligently and consistently in real time, with solutions from SAP. Increase productivity with integrated knowledge management that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge base content with customers.
Enhance customer service efficiency and profitability with better insights from citizen service analytics
Help service executives to get a complete picture of customer service performance and profitability with solutions from SAP. With citizen service analytics solutions powered by in-memory computing, you can:
Maintain real-time reporting
Give service executives access to key performance indicators that help executives make informed, timely decisions
Provide deep insight into the complete customer service lifecycle, including technical and financial analysis
Improve performance with unified contact center operations
Deliver high-quality, consistent service across all channels – with SAP software for inbound and outbound contact centers that integrates multichannel contact centers with other SAP and third-party software. Unify your inbound and outbound contact handling and real-time monitoring processes. Align marketing and sales targets in your telesales initiatives for increased customer satisfaction and greater cost savings and revenue streams.
Manage service requests better to resolve customer issues faster
Offer contact center agents a unified experience across all interaction channels – including social, e-mail, Web, chat, and phone – with SAP solutions that support multichannel service ticket management. Maximize agent efficiency by capturing complete conversation history in a single location, and apply routing and escalation rules to help ensure that service requests are always handled by the right person.
Process high volumes of payments quickly and accurately
Take advantage of software that handles every possible payment channel and provides sophisticated and flexible clearing control. With our software for receivables management and payment handling, you can assign individual clearing strategies, automate payment reconciliation, and generate reports aligned with accounting principles. By automating your processes, you can speed payments and reduce internal processing costs.
Increase service efficiency across all facets of operations
Operate at maximum service organization efficiency across forecasting, planning, execution, and analysis with SAP solutions that support resource scheduling and dispatching. Use demand forecasting to determine what, when, where, and how much work is expected, and allocate the right resources to meet the anticipated workload. Respond in real time to field issues such as traffic and cancellations, and analyze performance to identify problem areas.
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.
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.