The SAP Service Cloud solution connects customer service operations to the entire value chain, so you can accelerate issue resolution and increase profitability.
With connected customer service, you can:
Customer service, reimagined
The new, intelligent SAP Service Cloud powers the future of customer service.
Explore the economic impact of the SAP Service Cloud and SAP Sales Cloud solutions for your organisation – and calculate your potential ROI.
372
%
three-year return on investment.
6-month
payback.
360°
customer view.
Sales and Service Innovation Spotlight
Breathe new life into your sales and service engagements with the latest trends.
Explore 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.
Discover 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.
See the quantifiable link between customer service and revenue in a report from the Economist Intelligence Unit.
Learn how SAP Service Cloud and SAP Sales Cloud can help you boost your bottom line in this Forrester study.
SAP Service Cloud can help your company deliver fast and personalised 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 Commerce Cloud solution, so you can support online shoppers with fast and personalised omnichannel customer service. With the volume of e-commerce increasing globally, it's important that customers get the support they need. Integration with the assisted service module for SAP Commerce Cloud enables service agents to guide customers throughout the buying process and help them find the right products in the online shop, increasing conversion rates, reducing returns, and improving customer satisfaction.
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.
Discover how intelligent technologies help customer service organisations build customer loyalty and drive business growth.
Learn how connecting sales and service drives customer loyalty, retention, and revenue in this Webcast with guest IDC.
Learn how AI-driven, real-time customer insight improves customer experience.
Transform your sales and service capabilities as you look ahead to the future.
Improve customer satisfaction, boost net promoter scores, and reduce operational costs by applying expert insights from IDC.
Discover how SAP Service Cloud and Experience Management solutions from SAP can help you win customers with perfect service moments.
Learn about the quantifiable benefits of SAP Service Cloud when combined with SAP Sales Cloud in this Forrester Consulting study.
See how bringing sales and service together can improve customer service in this IDC infographic.
Learn how breaking down silos can improve customer experience and fuel business growth in this IDC white paper.
Discover how you can boost customer retention and accelerate growth by connecting sales and service on a unified platform.
Find out how SAP Service Cloud provides true omnichannel support to build customer loyalty.
