Service applications alone rarely solve customer issues. Agents typically need tools and data from across the enterprise to troubleshoot and resolve customer issues. This includes both SAP applications and any proprietary applications and tools.
Seamless front-to-back office connectivity is crucial. This allows agents to quickly obtain relevant and vital customer information and execute the end-to-end business process to bring the issue to a positive conclusion.
SAP heavily invests in the depth of capability, bringing together Service, Field Service Management (FSM), SAP S/4HANA, Enterprise Service Management (ESM), and other service domain solutions to provide best-in-class connectivity. AI-powered automation and productivity-enhancing features are combined with harmonizing data and processes to achieve an excellent customer experience. This results in lower resolution times, reduced total cost of ownership (TCO), and risk.
The following graphic illustrates the issue-to-resolution process that begins with a customer reporting an issue and concludes with the scheduling of a field service visit.
Note
Explore the interactive value journeys (IVJ) by clicking on the links associated with each respective step.The customer reports the issue via the self-service app. The case is automatically created.
Interact with the Service AgentThe customer also calls customer service for immediate follow-up. The agent accepts the call and sees an overview of the customer data and the issue at hand.
Resolve Issues with InsightsThe agent accesses the data pertaining to the issue and resolves it using AI-driven insights on similar tickets and an AI-generated case summary.
Collaborate to TroubleshootThe assigned agent collaborates effectively with experts using Microsoft Teams integration.
Create Service orderA service order is created in SAP S/4HANA Cloud.
Schedule Field Service VisitA field service visit is scheduled to address the customer issue.
SAP Service Cloud with S/4HANA Cloud: Build Customer Loyalty with Connected Service
Customer service is a crucial factor in building brand reputation and loyalty, both of which are essential for your company's success. To deliver outstanding service that meets your customer expectations, you need to connect service to your value chain. With SAP Service Cloud and its native integration with SAP S/4HANA, you can build a truly end-to-end and easy-to-follow customer service process. This integration equips service agents with seamless access to back-end data and processes, enabling more efficient customer support and faster issue resolution.
To Summarize
- Agents need tools and data from a range of applications coupled with seamless office connectivity to solve customer issues. Through comprehensive SAP solutions including SAP Field Service Management (FSM) and SAP S/4HANA, AI automation, and harmonized processes, these issues are quickly resolved, enhancing customer experience and lowering costs and risks.
- The SAP Service Cloud resolution process involves customer-reported issues via an app, agent interactions using AI insights, expert collaboration with Microsoft Teams, and ends with a service order and scheduled field visit.
- SAP Service Cloud integrated with SAP S/4HANA significantly enhances customer service and creates a seamless end-to-end process that benefits both customers and service agents. Key benefits include 360-Degree Customer View and Real-Time Data Access.