Differentiating Business Value Drivers and Benefits of SAP Service Cloud

Deliver on your brand promise with Intelligent Customer Service

SAP Service Cloud is an intelligent customer service solution that helps you improve customer service, increase efficiency, and deliver on your brand promise. This is achieved through these key differentiators-connected, insightful, and adaptive.

Connected: Connect channels, people, and processes to quickly solve customer issues.

Insightful: Use AI-enhanced insights and automation for efficiency.

Adaptive: Adapt and thrive in the era of constant change.

Let’s dive deeper into each of these unique characteristics.

Using SAP Service Cloud, you can connect channels, people, and processes to quickly solve customer issues. You can:

• Connect customer service to the end-to-end process flow
• Provide fast and smooth omnichannel service
• Engage customers with effortless self-service
• Empower the entire enterprise to resolve customer issues

Create customer value by bridging the silos

What does it mean to connect customer service to the end-to-end process flow? Customers contact customer service when something is wrong, or they need help. The solution to the problems often resides outside the contact center. It might reside in finance, logistics, manufacturing, etc. When customer service is connected to the value chain and the end-to-end process flow, you can resolve issues faster and increase customer satisfaction.

With SAP Service Cloud, you can:

• Connect customer service to data and processes you need to solve customer issues. By integrating both operational excellence and back office operational data, and linking it with the front office's experience data, you can enhance your service speed and efficiency.
• Ensure high customer satisfaction throughout the service journey: From effortless self-service to an efficient contact center and, if needed, all the way to onsite repair, SAP Service Cloud enables you to manage the whole process smoothly and efficiently.
• Reduce total cost of ownership with pre-delivered integrations with SAP S/4HANA. The integration drives costs down and helps you maximize the value of your existing investments in SAP core applications.

Meet your customers at their convenience

An effortless service experience increases customer satisfaction and loyalty. Therefore it is important to provide great service, no matter which communication channel your customers choose to use.

With SAP Service Cloud, you can:

• Make it easy for your customer to connect with you when and where they prefer. Be it self-service or agent-assisted service. Be it by phone, e-mail, chat, or social media. You can manage all communication channels in the same interface and have visibility into past interactions for consistency.
• Enable seamless transfer between channels to ensure high customer satisfaction. Sometimes customers start with self-service, but later may choose to talk to an agent instead. With SAP Service Cloud, you can transfer from chatbot to a live agent, maintaining the context and creating a smooth experience.
• Provide proactive customer support with AI-powered chatbots. This helps to keep customers on your website, find the information they need, and even increase ecommerce conversion rates.

Empower customers and increase satisfaction

Many customers favor self-service, making user-friendly self-service portals a critical component in delivering a superior customer experience. SAP Service Cloud enables you to engage customers with customizable portals (provided by SAP Build Workzone)

With SAP Service Cloud, you can:

• Provide a customer-driven 24/7 self-service experience with a customer portal connected to SAP Service Cloud. This helps you reduce customer effort and drive service costs down. You can do this by leveraging your existing self-service portal or using SAP Build Workzone.
• Create a seamless transition from self-service to agent-assisted service by maintaining the context and data throughout the entire process.
• Leverage self-service solutions provided by SAP partners or build one with SAP Build low-code tools.

Improve customer satisfaction and loyalty

Customer service cannot be an island within the organization. Smooth collaboration within and between teams enables you to find the best expertise to solve customer issues.

With SAP Service Cloud, you can:

• Speed up issue resolution with dynamic case management. Cross-departmental case management helps you engage the right subject matter experts across your organization, cutting the time to resolution and increasing customer satisfaction.
• Empower your service teams with automated, guided workflows. The guided workflows accelerate ramping up new employees and increase the efficiency of your service operations.
• Turn Microsoft Teams into a customer resolution hub, enabling seamless collaboration and accelerating service.

We talked about connecting channels, people, and processes. Next, let’s examine how you can use AI-enhanced insights and automation features for speed and efficiency. You can:

• Simplify the agent experience with a unified desktop
• Increase efficiency with AI-driven insights and automation
• Make data-driven decisions with analytics

Improve employee motivation and customer satisfaction

Your service agents are trained and motivated to provide the best possible service to customers. To do so, they need an instant access to relevant data and insights so that they don’t need to spend their time on searching for the right answers. Supporting your agents with the tools and data they need, you can increase employee motivation and customer satisfaction.

With SAP Service Cloud, you can:

• Create a seamless user experience from customer inquiry to resolution in a single workspace. Your agents don’t have to switch between applications but the tools, data and processes they need are provided to them on the same screen.
• Support your agents with 360 customer view and AI based recommendations. Your agents have full visibility into customer data and interaction history and they can provide personalized service to customers.
• Accelerate resolution with contextual knowledge management that provides the agents timely and relevant information.

Provide faster service and better outcomes

Artificial intelligence a critical component of modern customer service strategies. SAP AI is not just an add-on, it’s a completely built-in feature that enhances the whole service journey with effective automation and valuable insights. It helps you enhance the entire service process and provide faster service and better outcomes –while keeping costs down.

The innovations in this space happen very fast, and new features become available as we speak, but let us take a look at a few things how AI is already enhancing SAP Service Cloud.

With SAP Service Cloud, you can:

• Empower agents to solve cases faster with intelligent recommendations based on past resolutions and suggested next best actions.
• Accelerate customer service with generative AI. You can create e-mail and case summaries, saving the agent a lot of time. This also helps ramp up new agents as they get up to speed faster.
• Utilize generative AI to create personal and context-driven responses. For example, you can use the email drafter to write a case update for the customer. This again saves the agents a lot of time but gives them the full control to finalize the response before sending to the customer. The agents can also define the style and tone of the e-mail and add their own greeting for a personal touch.

Improve customer satisfaction and maximize the business impact

Comprehensive and timely analytics is important to continuously improve customer satisfaction and maximize the business impact.

With SAP Service Cloud, you can:

• Track and monitor service operations with real-time and predictive analytics. See service trends and patterns and take corrective actions immediately when the need arises.
• Capture the issue processing time per case or agent to understand bottlenecks and improve performance.
• Take advantage of the end-to-end visibility into customer profitability. Understand who your most important customers are, and gain visibility into costs and revenue.

We've covered the aspects of "connected" and "insightful" customer service. Now, let's move onto adaptability. We've previously discussed the internal and external shifts that occur and how customer service is often on the front-lines of these changes. When things do change, you need a customer service solution that enables you to react to them. If you are able to support your customers even in times of uncertainty and turbulence, that will increase customer loyalty and build trust. You can:

• Adjust service operations on the fly, by yourself.
• Customize with no code simplicity.

Quickly adapt to internal and external changes

Things can change overnight so it is important that you can react quickly.

With SAP Service Cloud, you can:

• Keep your service agents up to date with instant access to data and AI-driven recommendations. With sudden changes in your business you can ensure that your agents have the latest information and they are able to help customers.
• Easily adapt your service operations with a dynamic case designer. The case designer allows admins and managers to adjust the steps and actions in a case flow and make changes when needed.
• Quickly add and change steps for case creation on based real-time operations.

Easily expand and customize your solution to optimize customer service

No-code tools are redefining how business applications are used and developed across various sectors, including customer service. These innovative applications empower even non-technical customer service teams to create and implement solutions without writing a single line of code. Low code no code tools give you new kind of agility to respond to customer service needs today and tomorrow.

SAP Build is SAP’s unified low-code no-code offering built on SAP BTP that enables everyone to create and augment enterprise applications, automate processes, and design business sites  with drag-and-drop simplicity.

With SAP Build, you can:

• Quickly add new capabilities with a visual, easy-to-use drag-and-drop tool.
• Easily embed new apps into your customer service processes to enhance customer service and continuously meet customer expectations.
• Unify multiple UIs and configure stepped flow to cut resolution and onboarding time.

To maintain the success and growth of your customer service and your business you need the flexibility to expand your solutions accordingly.

SAP offers you a composable set of solutions to meet the business needs of today and tomorrow.

We help you:

• Easily grow and expand solutions with microservices.
• Take advantage of the global reach, high performance and quick time to value of hyperscalers.
• Build your customer service roadmap to meet your current and future needs. You benefit from the tightly connected portfolio of SAP and partner solutions.
• Maximize the value of your existing investments in SAP. You can leverage your back office applications and/or CX solutions and benefit from the end-to-end visibility and connectivity.

SAP Service Cloud provides the following capabilities that allow your sales teams to excel:

• Embedded Analytics: Powerful analytics capabilities based on SAP Analytics Cloud, pre-delivered and preconfigured stories (e.g. for case insights, agents performance and SLA compliance)
• Easy-to-use Agent Desktop: Agent Desktop enables service agents to engage with customers efficiently across multiple communication channels. Includes supporting tools like automatic customer identification and search, detailed customer information, knowledge base integration, and case creation.
• Seamless Integration: Rich mashup capabilities seamlessly embed external application screens to cover cross-system business processes, external events like service order creation can be published into central interaction timeline.
• Dynamic Case Management: Leverage a configurable case process flow to guide the service agent through case resolution.
• Built-in Intelligent Insights: Case categorization, NLP classification, case summarization, profanity check, machine translation, similar case recommendation, GenAI enabled features like Account Synopsis and E-mail drafter.
• Easy Configuration and Extensibility: One central admin console to configure the whole solution, search-enabled configuration, easy side-by-side extensibility via App Switcher and rapid prototyping, modeled validations/determinations.

To summarize, these are the key differentiators for SAP Service Cloud:

• Connected
  • Unified Agent Desktop: Provides a single interface for agents to manage customer interactions, eliminating the need for multiple screens and improving efficiency.
  • Omnichannel Support: Offers seamless customer service across various channels, including social media, e-mail, and phone, ensuring a consistent customer experience.
  • Integration with SAP S/4HANA: Enables bi-directional replication and synchronization between SAP Service Cloud and SAP S/4HANA, ensuring data consistency and real-time updates.
• Adaptive
  • Low-Code/No-Code Development: Allows business users to modify and adapt the solution to evolving customer service needs without extensive technical knowledge.
  • AI-Driven Insights: Utilizes AI to provide recommendations and insights, helping agents resolve issues more efficiently and improve customer satisfaction.
  • Flexible Case Management: Supports rule-based determination of forms and workflows, allowing for customization and adaptation to specific business processes.
• Insightful
  • AI-Powered Customer Service: Leverages AI tools to enhance productivity, cut costs, and improve customer satisfaction by providing intelligent recommendations and automating routine tasks.
  • Real-Time Analytics: Offers advanced analytics and reporting capabilities to gain insights into customer interactions and service performance.
  • Smart Action Insights: Provides automated case and email summaries, helping agents quickly understand and respond to customer issues.