What is SAP Service Cloud?
The new SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. Align your entire enterprise to accelerate issue resolution while delivering on your brand promise and securing future growth.
With intelligent customer service, you can:
- Resolve customer issues quickly with a unified agent desktop and access to relevant insights and data
- Boost profitability and customer retention with effortless self-service options powered by AI-driven intelligence
- Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution
- Let business users adapt to evolving customer needs by modifying the solution with low-code and no-code development
With intelligent customer service, you can:
- Resolve customer issues quickly with a unified agent desktop and access to relevant insights and data
- Boost profitability and customer retention with effortless self-service options powered by AI-driven intelligence
- Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution
- Let business users adapt to evolving customer needs by modifying the solution with low-code and no-code development
SAP Customer Experience LIVE
View the visionary keynote and customer sessions from SAP CX LIVE: Exec Connect.
Increase your ROI with SAP Service Cloud
Explore the economic impact of the SAP Service Cloud and SAP Sales Cloud solutions for your organization – and calculate your potential ROI.
372
%
three-year return on investment.
6-month
payback.
360°
customer view.
Customer service, reimagined
The new, intelligent SAP Service Cloud powers the future of customer service.
See how customers are succeeding with SAP Service Cloud
Explore how Carestream serves customers better and meets key business goals through modern, cloud-based support channels.
Learn how PILLER uses intelligent sensor technology to reduce machine downtime, lower costs, and improve service worldwide.
See how Habesha Breweries captures orders anywhere, anytime with mobile and GPS technology and ensures fast, reliable deliveries.
Learn how Moen improved customer service by automating processes and empowering agents to provide more complete answers to customers.
Discover how Rheem improves customer service and saves time and costs by using a single source of truth for customer interactions.
Find out how Goodyear supports its rapidly growing services business with a unified, cloud-based service management solution.
See how De'Longhi provides enhanced customer service with user-friendly tools, a single view of the customer, and intelligent reporting.
We are now able to handle over 1,500 customer inquiries each day and provide those who need it with a complete picture of our consumers.
Sienna Stuart
Senior Enterprise Account Executive, Quest Software
It improves the overall customer experience, reduces time spent on complaint management, and helps Arla Foods quickly learn from mistakes.
Verified User
Partner of a Consumer Goods Company
The best part of SAP Service Cloud is it is on the same platform as the sales cloud – meaning if you are already using the sales cloud, it is advantageous to go with SAP Service Cloud so that you will have synergy between the sales and service processes. Various prebuilt integration features with SAP ECC [SAP ERP Central Component] and SAP S/4HANA will save your implementation time.
Verified user
Partner of a Consumer Goods Company
We mainly use SAP Service Cloud for accounting and CRM functions. It allows us to provide an optimum service for our customers, which has improved the experience of our end users drastically. It can easily handle large-scale data and process it
without any hassle.
Manish Doddamane
Operations Associate, FynTune Solutions
Build a business case for SAP Service Cloud
Align customer service with B2B business goals
Explore the challenges that service leaders are facing today and discover the critical capabilities needed to transform customer service.
Uncover the business benefits of excellent service
See the quantifiable link between customer service and revenue in a report from the Economist Intelligence Unit.
Discover the ROI of SAP Service Cloud
Learn how SAP Service Cloud and SAP Sales Cloud can help you boost your bottom line in this Forrester study.
Frequently Asked Questions
SAP Service Cloud can help your company deliver fast and personalized customer service and increase service efficiency. The solution connects customer contacts from different channels in one solution to enable a consistent service experience across any contact channel. The agent desktop gives service reps a single view of customers and access to the right knowledge and information to improve customer engagement and first-contact resolution. Meanwhile, the ticket and case management function can help your service teams efficiently solve customer tickets and intelligent technologies can help you automate ticket categorization and support service teams with solution recommendations and sentiment analysis. Read the solution brief to learn more.
Yes, SAP Service Cloud supports social media, including Facebook, Twitter, YouTube, Instagram, and WeChat. You can route, prioritize, and process tickets from social media channels. In addition, you can handle all customer inquiries efficiently, respond to customer queries directly from SAP Service Cloud, and reply with a public or private message. Analytics tools provide insights into customer service channels and contact volumes to help you focus on the channels that matter most.
Yes, SAP Service Cloud was built with a mobile-first design, ensuring service agents can work on any device – anytime and anywhere. The solution provides a single agent desktop with access to relevant customer, product, and service information, so your service reps can help customers and answer questions quickly. With embedded knowledge management, you can support agents, even in changing situations, to provide resilient, flexible customer service.
SAP Service Cloud integrates with the SAP Field Service Management solution, enabling service from first contact to resolution. When a customer needs an on-site repair, a service agent can create a service ticket in SAP Service Cloud. The ticket is routed to SAP Field Service Management and the task is allocated to the best available technician to help ensure fast resolution and customer satisfaction. Read about SAP Field Service Management.
Yes, it does. The SAP Internet of Things solution enables proactive service and predictive maintenance. You can quickly detect errors, use IoT data for troubleshooting, create automated notifications based on IoT sensor data, and enable preventive maintenance for customers. Artificial intelligence and machine learning are used in conversational AI chatbots and service intelligence. Service intelligence enables automatic ticket categorization to reduce manual work and provide service teams more time to focus on value-added conversations with customers. Sentiment analysis of incoming e-mails helps route contacts to the best teams, shortening resolution times. Machine learning-based recommended solutions and next-best actions support your agents in their work, helping them solve customer inquiries quickly. Read more about intelligent technologies from SAP.