SAP Cloud for Service

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


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


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!


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


Designed to WOW the Customer, Agent and Manager



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



In-Context Social Collaboration Across Your Enterprise


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



Solution Finder with Knowledge Base Integration


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



Insightful Service Analytics


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



Personalization and Productivity


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



Native SAP ERP Integration


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



Task Management and Productivity


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



Support for Survey Integration


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



Support for Multiple Communication Channels


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


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.


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


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


Date post:	07-May-2015
Category:	Technology
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SAP Cloud for Service

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