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.

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

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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

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

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

USD 108.00

In blocks of 1000 Transactions per month
Contract duration available upon request
Auto-renewal

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.

SAP Enterprise Service Management webcast

Learn how to optimize service delivery across your organization.

Watch on demand

Resources