SAP Service Cloud

Score8.5 out of 10

200 Reviews and Ratings

What is SAP Service Cloud?

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

Categories & Use Cases

Media

Screenshot of SAP Service Cloud's AI case insights.

Screenshot of SAP Service Cloud's AI case summary.

Screenshot of SAP Service Cloud's AI email drafter.

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Jitu Yuddapa View profile

Project Manager in Information Technology at Vanguard (10,001+ employees employees)

Use Cases and Deployment Scope

We use SAP Service Cloud to manage customer support more efficiently and trackably. As employees of a financial company, we have many customers to handle and keep satisfied. SAP Service Cloud helps automate many repetitive tasks, and Customers come to us with problems through multiple channels, such as email, calls, and web forms. Everything is handled with smoothness, all thanks to SAP Service Cloud.

Pros

Centralized customer interaction through calls, emails, portal into one system.
Strong ticket management with automation to assign problems according to priority.
Real-time dashboard and reporting.
Help us distribute workload.
Effective SLA tracking with alerts and reminders.

Cons

User Interface is little bit complex at start to use.
System performance slows down sometimes when dealing with large amount of data.
Searching for old tickets should be more easy to use.

Return on Investment

Reduced average resolution for the customer problems.
Operational cost reduced to its lowest.
Customer satisfaction improved and customers are happy with us now.
Increased team productivity.
Improved management visibility through dashboards.

Alternatives Considered

Oracle Service

Other Software Used

Miro, GoTo Connect, TeamViewer, LogicMonitor, Webex Calling

Khushali Jain View profile

Software Engineer in Engineering at Neosalpha Technologies (51-200 employees employees)

Use Cases and Deployment Scope

SAP Service Cloud in our organization is solving the problem of different data on different location with centralized data. Due to this, it is easy to manage customer support across channels like Email.
Additionally, it is also helpful to track the tickets end to end. And it automatically updates the ticket, task routing and manages the whole service request end to end.

Pros

SAP Service Cloud is managing multiple communication channels seamlessly while maintaining the context and protocols.
It is doing an excellent job in AI to reduce the efforts we use to do manually and speed up support operations.
It is useful due to its one of the strongest integration with backend system like an ERP system.
Overall, it is doing very great in project management, from AI perspective, integration and all of these makes the work quite easier.

Cons

SAP Service Cloud should improve it UI. It feels outdated and very intuitive
It is very good in the integration with the SAP tools but very clumsy when we try to integrate it with third party tools. So, need to do the improvements in integration part.
Sometime, when the system is forced to work with large datasets, it gets slow down and can't handle the complex workflows.
The main improvement they need to work on is mobile interface.

Return on Investment

From customer service point of view, SAP Service Cloud has had a positive and effective impact on overall service quality and efficiency in customer service.
It has impacted our work in ticket resolution by reducing the resolution time.
We have also experience an improvement in customer satisfaction by giving the responses faster and kept the consistency in the service.
If we talk about ROI, then it comes with higher investment initially and demands extra efforts in initial implementation.

Alternatives Considered

Zendesk Suite and Salesforce Agentforce 360 for Nonprofits

Other Software Used

Atlassian Jira, Zendesk Explore, Salesforce Agentforce Service

Asheesh Sahu

Team Lead in Information Technology at Flash AI (201-500 employees employees)

Use Cases and Deployment Scope

It is playing a vital role in our customer service department for handling our customers issues across all the channels. After implementation of this solution it reduce load time almost 50-60 percent. Now issues getting resolved very quickly. Sometimes some tickets automatically resolves without any human intervention. We can customise knowledge base for better and quick resolution. Maintaining consistency and transparency on all issues makes this wonderful support solution.

Pros

Improves operational efficiency without impacting business processes.
Simplify the customer issues.
Reduce queue time almost 60-70 percent.

Cons

Reporting and analytics features not as good as others.
Not suitable with non sap products.

Return on Investment

Builds brand image as well as value.
Reduce human errors and response time.
Better productivity reduce maintenance costing.

Christian Gesú De Andrade Trillo View profile

Freela de mídia e conteúdo in Social Media at Freelance (1-10 employees employees)

Use Cases and Deployment Scope

SAP Service Cloud has allowed us to maintain a very personal relationship with our clients. Through its powerful CRM service, information flows clearly, and we never leave anyone unattended. Previously, we struggled with this because we lacked a way to maintain constant and up-to-date contact. Clients complained about a lack of communication and demanded improvements to our customer service process. With the new workflows, we've replaced unnecessary delays with solutions that leave our clients very happy and satisfied with our services.

Pros

simplify tasks
automate commercial tasks

Cons

More complete customer experience
more affordable storage plans
Enhance case management services
A little more agility in task automation

Return on Investment

Observamos un crecimiento del 35% en la velocidad de nuestros procesos de ventas en comparación con el año anterior.
El ROI de la compañía tuvo una mejora del 15,57% en el último trimestre
Nuestros plazos de entrega se redujeron en un 20%, generando clientes más satisfechos.

Alternatives Considered

Odoo CRM

Other Software Used

monday.com, Meta Business Manager, Google Ad Manager

Surbhi Chopra View profile

Software Engineering Manager in Information Technology at Publicis Sapient (1001-5000 employees employees)

Use Cases and Deployment Scope

SAP solution we use as customer support service solution for handling customer queries across every channel like email and phone. It is centralised platform gives us the complete overview of the customer tickets or queries. It maintain consistency of responses. By doing the automation of the tickets it gives prioritization and escalation to the right department for quick resolution. It decrease manual efforts and increase response and resolution time. It has superb knowledge base management, analytics and reporting. Overall it improves our customer satisfaction index.

Pros

Better operational efficiency.
Better customer satisfaction
Gives transparency on all queries.
Reduce waiting or queue time as well as our customer support executive manual efforts.

Cons

Customisation and configuration of the software is challenging for new user.
Integration with non SAP systems is little bit challenging.
Reporting & Analytics needs improvements and enhancements.

Return on Investment

Better customer satisfaction and resolution time.
Reduce operational cost and reduce manual efforts a lot.
Better decision making and management transparency & insights.

Salesforce Agentforce Service

SAP Service Cloud

What is SAP Service Cloud?

Categories & Use Cases

Media

Reviews

Stable and scalable option for financial service environments.

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Alternatives Considered

Other Software Used

Strong SAP Integration with areas of Improvements

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Alternatives Considered

Other Software Used

Necessary solution for providing best customer support

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