SAP Cloud for Service
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SAP Cloud for Service

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SAP Cloud for Service

SAP Cloud for Service
Customer Service that will WOW Your Customer, Agent and Manager

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SAP Cloud for Service SAP Cloud for Service Presentation Transcript

  • SAP Cloud for Service Customer Service that will WOW Your Customer, Agent and Manager September 2013
  • Customers Have Greater Choice Than Ever. Retain Them With Delightful Customer Service. “5% increase in customer retention can increase profits by 25% to 125%.” “68% of customers leave because they think that you do not care about them.” “Being on par in terms of price and quality only gets you into the game. Service wins the game.” - TONY ALESSANDRA © 2012 SAP AG. All rights reserved. 2
  • Why Focus On Customer Service, And Why Now? 86%of customer service decision-makers say that a good customer experience is one of their strategic priorities. 63%say they want their customer experience to be the best in their industry. excellent good ≠ 29% 6% 11% 36% 18% Only 35%of brands provide a positive customer experience Only 30%of companies have dedicated budget for customer experience initiatives Source: Forrester, 2011
  • © 2012 SAP AG. All rights reserved. 3
  • Today’s Customer Service Has To Master Multiple Challenges Service Agent Customer • Wants great choice in the way support can be reached • Expects customer service to be always one step ahead • Faces rising complexity to serve customers • Needs access to relevant information to solve case quickly • Needs to know complete context and history Service Manager • Needs insight into service center performance and customer satisfaction • Requires mobile access
  • © 2012 SAP AG. All rights reserved. 4
  • Cracking The Nut: Provide Exceptional Service Experience To Delight Your Customers Service Agent: Be In Full Control! Customer: Get The Service You Deserve! Service Manager: Be in the Know! © 2012 SAP AG. All rights reserved. 5
  • SAP Service OnDemand Designed to WOW the Customer, Agent and Manager Intuitive Flow • Multi-channel service ticketing • E-Mail response management • Routing and escalation rules User Experience • Extensibility & Integration Solution Finder • Integration with existing knowledge base • Context-sensitive recommendations • Easily share content with customers Collaboration • Contextual social collaboration with integrated feed Analytics • Real-time service performance with pre- built dashboards • Embedded reports response times, handle times, priority and escalation trends Mobility • Manage service requests on iPad – anytime, anywhere Integration • Native integration with SAP ERP and SAP CRM • Open API
  • SAP Service OnDemand Designed to WOW the Customer, Agent and Manager © 2012 SAP AG. All rights reserved. 6
  • SAP Service OnDemand Intuitive Service Ticketing Solution across Multiple Channels Features and Benefits  Multi-channel service ticketing offers unified agent experience across e- mail, web, chat, phone  E-mail response management captures complete conversation history at one single place and maximizes agent efficiency  Routing and escalation rules ensure that cases are always handled by the right person Maximize Agent Productivity © 2012 SAP AG. All rights reserved. 7
  • SAP Service OnDemand In-Context Social Collaboration Across Your Enterprise Features and Benefits  Use integrated Feed for instant, efficient collaboration across your entire enterprise  Crowdsource and share service best practices, relevant information in context of accounts and service requests  Plan and prepare for customer interactions more effectively  Connect with the extended team including sales staff who are on the road with support for mobile devices  Share relevant knowledge to support resolution efforts Leverage the entire organization to assist customers © 2011 SAP AG. All rights reserved. 8
  • SAP Service OnDemand Solution Finder with Knowledge Base Integration Features and Benefits  Leverage existing knowledge base content to respond intelligently and consistently in real-time  Increase productivity with automatic recommendations within embedded UI placement  Take advantage of the collective team memory by surfacing similar tickets  Easily share content with customers Make Your Contact Center Smarter © 2011 SAP AG. All rights reserved. 9
  • SAP Service OnDemand Insightful Service Analytics Features and Benefits  Track real-time service performance with pre-built dashboards  Readily use embedded reports to track response times, handle times, priority and escalation trends  Dig deeper into data using Microsoft Excel add-in  Gain greater insight through integrated access to analyses done with SAP Business Warehouse Real-time service performance information and analytics © 2011 SAP AG. All rights reserved. 11
  • SAP Service OnDemand Personalization and Productivity Features and Benefits  Drive rapid adoption via consumer-grade user experience  Access all information you need quickly–available at a glance via Feed, Search, People, Navigation  Improve efficiency with quick-create and short-cut capabilities  Use the Shelf to quickly find personalized tagged and flagged items  Tailor experience to fit your service agents’ needs with easy to implement field extensibility and re-labeling  Run in your local language (English, German, French, Spanish, Portuguese and Italian supported) Engaging Experience designed for Service Agents from the ground up © 2011 SAP AG. All rights reserved. 12
  • SAP Service OnDemand Native SAP ERP Integration Features and Benefits  Provides additional context about customer such as Recent Orders  Synchronization of master data (customers, contacts, products) ensures consistency Get real-time back-office information from existing SAP investments © 2011 SAP AG. All rights reserved. 13
  • SAP Service OnDemand Task Management and Productivity Features and Benefits  Easily assign and track activities required to get to resolution  Increase productivity with convenient access to Service OnDemand customer information and productivity features within Outlook  Automatically sync tasks bi- directionally – no double data entry Coordinate activities to enable more efficient work © 2011 SAP AG. All rights reserved. 14
  • SAP Service OnDemand Support for Survey Integration Features and Benefits  Understand customer impact with available APIs for integrating third part survey functionality with automation and formatted templates emails  Realize full flexibility for survey triggers via Customer OnDemand Studio Understand ultimate impact on customer satisfaction © 2011 SAP AG. All rights reserved. 15
  • SAP Service OnDemand Support for Multiple Communication Channels Features and Benefits  Available partner chat to facilitate real-time customer interactions with automatic transcription.  Available portal API to empower customers with self-serve system access while reducing cost to serve. Provide maximum choice for customers © 2011 SAP AG. All rights reserved. 16
  • SAP Customer OnDemand Support Portal Offering Your Customers Even Greater Choice for Customer Service Your customers’ end users can take control by  Creating new tickets  Tracking support requests  Accessing your company’s knowledge base from a branded website. © 2011 SAP AG. All rights reserved. 17
  • SAP provides the flexibility to tailor Customer OnDemand to meet your business needs • Partner/Customer Solutions - Native - Built with SAP Customer OnDemand studio - Run on SAP Cloud - Packaged and delivered to multiple customers • Customer Specific Solutions - Native - Built with SAP Customer OnDemand studio - Run on SAP Cloud - Specific to customer • Key User Extensibility - Custom Fields and Facets - Mashups - New Reports/Views • Integrations - Open APIs - SAP Customer OnDemand Cloud Integration option
  • SAP provides the flexibility to tailor Customer OnDemand to meet your business needs © 2011 SAP AG. All rights reserved. 18
  • Only SAP delivers everything you need for 21st century customer engagement Easy SAP Customer OnDemand Complete Mobility SAP Cloud for Sales SAP Cloud for Social Engagement SAP Cloud for Service SAP Social Media Analytics by Netbase Connected Open Platform Cloud Integration SAP Business Suite ERP CRM Cost Effective
  • Only SAP delivers everything you need for 21st century customer engagement 183,000 Customers Worldwide • #1 Enterprise Applications • Industry Expertise © 2011 SAP AG. All rights reserved. 19