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Transparent Service Process and Operations Solutions

Access real-time views of customer feedback and boost productivity by collaborating with mobile connectivity

Achieve comprehensive and optimized service processes in a single workspace thanks to SAP Hybris software for transparent service operations. See how such service processes can result in higher first-time resolution rates. Enable your service professionals to collaborate, access needed data, and transact in real time – in person or on mobile devices. Align marketing, sales, and backend processes to help ensure that revenue opportunity is seized with every interaction.

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Solution Capabilities

Included Capabilities

Order Management and Processing

Achieve frictionless order processing – from quote to cash

Create smooth and seamless order management and processing designed to meet industry-specific requirements. By integrating all ERP-related order-processing activities and functions, you can streamline the process, capture sales data from multiple channels, and provide role-based access to information each business user needs throughout the process. The result? Lower administrative costs, profitable channels, and loyal customers.

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Complaints and Returns Management

Impress customers with faster complaint and return processing

Initiate processes for capturing and processing complaints and returns with SAP software. Trigger logistical follow-up actions, inspect returned material, and resolve issues, claims, and refunds. Streamline complaints and returns management processes to improve tracking, helping your service organization process requests faster and with fewer errors at the warehouse. See how these steps translate into lower operational costs.

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Service Contract Lifecycle Management

Secure customer relationships with service contract lifecycle management

Create positive interactions with customers and keep their business to help create higher recurring service revenue with service contract lifecycle management solutions. With SAP Hybris software you can:

  • Integrate billing and invoicing functionalities
  • Direct service-level management, maintenance plans, and its determination in service processes
  • Improve customer satisfaction by connecting service providers with the contract details they need to respond to contract-related inquiries

SAP Hybris Cloud for Customer

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Collaborative Selling

Capture maximum revenue opportunity during customer interactions

Foster transparency and collaboration between sales and service to help your customer service professionals engage in sales activities during their interactions – creating a single customer view with the help of SAP Hybris software for collaborative selling. Enable your service representatives to create leads, opportunities, and quotes – while collaborating with the account team to maximize revenue opportunity.

SAP Hybris Cloud for Customer

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Predictive Analysis

Reduce escalations by merging predictive analysis with service processes

Help ensure that service requests are handled before they escalate, and increase customer satisfaction. Our predictive analysis software for business processes can help you:

  • Combine predictive processes with workflow and automation capabilities for optimal process efficiency
  • Create proactive solutions
  • Minimize the reactionary nature of escalations, ultimately providing higher levels of customer service
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Real-Time Predictions and Scoring

Optimize customer experiences with real-time predictions and scoring

Accelerate your marketing processes and optimize customer experiences with predictive intelligence from real-time predictions and scoring solutions from SAP. With SAP software you can:

  • Use predictive algorithms and analytical scores to create targeted segments or trigger personalized recommendations and initiatives
  • Manage predictive models and run score calculations on the fly
  • Identify the right predictive model and the best model fit for publication to the business process

 

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Service Marketing

Drive service revenue through greater visibility into campaigns and marketing initiatives

Bring your company’s marketing processes, campaign management, and target groups to the forefront of your service processes – using SAP software for service marketing to increase revenue opportunity and campaign continuity. Execute more effective telemarketing campaigns and enable your service professionals to increase the success of your marketing spend.

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Social Listening and Sentiment Analysis

Gain clear insight into customer sentiment and interests to deliver a best-in-class, one-to-one customer experience

Understand the voice of the customer and turn volumes of social media and enterprise data into meaningful insights with marketing software from SAP. Improve brand loyalty by analyzing customer sentiment and social media signals over time. Build customer profiles using both structured and unstructured data across all interaction channels – including public, private, and paid. Engage your customer in the right context by understanding each journey, sentiment, interest, and activity.

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In-House Repair Management

Run an organized, productive in-house repair service

Improve the planning and execution of in-house repairs by enhancing visibility into the repair pipeline and optimizing workforce use and productivity. Streamline service operations by automating the entire depot repair process - from returns processing and repair diagnosis, planning, end execution to loaner-device management and product delivery

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The Social Customer Service Index 2015

A recent survey of the impact of social media on customer service indicates a structured, integrated social media strategy practiced across departments gives statistically strong results. See why getting the right people together using formal processes is a priority step in the right direction.

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Need a robust CRM solution for a small team? SAP Digital CRM is for you. Try it for free today. Then after 30 days, choose to continue with a $23 per user per month. It offers robust, enterprise-grade capabilities, it's flexible and scales with your business.

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Reimagine the way you do business with SAP Digital Business Services

The digital economy is having a profound impact on SAP customers and requires a new level of orchestration to evolve your business, unleash full business value, and ensure business continuity. SAP Digital Business Services brings business and IT together to help you reimagine your business using our digital business framework.

Based on over 40 years of experience working with the world’s most progressive organizations and a robust partner ecosystem, SAP Digital Business Services can guide you on the path to innovation and digital transformation, while securing critical business processes.

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Evolve your business by breaking new ground with a trusted adviser who knows you best

Unleash the full business value of your SAP investment and define a clear digital road map to adoption

Ensure business continuity with active guidance, while migrating to next-generation technology

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Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.

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Five Clever Ways to Deliver Effortless Customer Service

Minimize the effort that it takes for a customer to get his or her question answered and resolved. Focus on understanding the customer channel preference, the journey the customer takes across channels, and measure the success of customer interactions.

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