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Omnichannel Customer Service Solutions

Give service reps a full view of customers across all channels, and enable real-time collaboration to solve complex cases

Rely on comprehensive omnichannel customer service – achieved with SAP Hybris software – so your company can meet the expectations of its most demanding customers. Improve customer satisfaction and strengthen loyalty to make your entire organization more competitive. Enable contact center channels through phone, e-mail, chat, and SMS, while empowering agents to streamline processes and provide multichannel service excellence.

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Solution Capabilities

Included Capabilities

Predictive Business Process

Optimize asset performance with proactive and predictive business insights

Monitor asset conditions, predict machine health, and proactively deliver parts. Our solutions for predictive business processes can help you provide efficient service management and execution in these and other ways:

  • Increase your first time fix rates and customer satisfaction
  • Harness the Internet of Things (IoT) into proactive service execution
  • Reduce costly breakdowns and bring service management efficiency to a new level

SAP Hybris Cloud for Service

Self-Service Support Portal

Provide a superior customer experience through comprehensive self-service

Empower your customers to research problems, seek solutions, and initiate services on their own through intuitive online and personalized self-service support – taking control of their service issues with SAP Hybris software. Increase deflection rates, reduce contact center costs while allowing customers to engage in a preferred manner, and provide direct access to agent-assisted service from self-service if needed.

SAP Hybris as a Service

Social Customer Engagement

Engage effectively through social channels to deliver optimal customer experiences

Empower your marketing and customer service teams to collaborate and quickly deliver appropriate responses to customer inquiries, issues, or comments made on social media channels – with social customer engagement software from SAP Hybris. Filter, prioritize, and route high volumes of customer content so the right expert addresses the right customer. Give your customers the personalized experience they deserve on their preferred social channel.

SAP Hybris Cloud for Social Engagement

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.

SAP Hybris Marketing

Mobile Service Execution

Provide personal, face-to-face customer service anywhere, anytime

Deliver on-the-spot customer service through attentive, personalized service – with help from mobile service execution capabilities in SAP software. Enable your on-site, in-person service professionals to create and process requests with all relevant information at their fingertips using iPads. Help your service reps have the most meaningful interactions when face to face with customers with mobile service request management, knowledge access, and expert collaboration.

SAP Hybris Cloud for Service

Service Request Management

Solve customer issues in one interaction with service request management

Provide your contact center agents and customers with a unified agent experience across all interaction channels with multichannel service request management from SAP Hybris software. With our solutions you can:

  • Maximize agent efficiency by capturing complete conversation history in a single location
  • Apply categorization, routing, SLAs, workflow, approval, and escalation rules to requests
  • Use data to make sure service requests are always handled by the right person with the right resolution

SAP Hybris Cloud for Service

Knowledge Management

Help ensure first-contact issue resolution with efficient knowledge access

Increase productivity with knowledge management software from SAP that offers agents automatic recommendations, allows agents to take advantage of collective team know-how, and enables sharing of knowledge-base content with customers. Build a comprehensive knowledge database with in-house and social community knowledge, flexible authoring, and usage analytics. 

SAP Hybris Knowledge Central by Mindtouch

SAP Hybris Cloud for Customer

SAP Jam Collaboration

Social Collaboration

Have experts collaborate to solve customer issues and inform service teams

Help customer service and support teams strategize, solve problems, and drive action for customers through social media. Our service collaboration solutions can help: 

  • Unite people, data, processes, and content to transform teamwork into results
  • Expedite customer support issues and services requests
  • Find experts to improve responsiveness to customer needs
  • Increase customer satisfaction, strengthen direct engagement, and build more solid relationships to help ensure ongoing success

SAP Jam Collaboration

SAP Hybris Cloud for Customer

Support Communities

Build an interactive community to foster collaborative service issue resolution

Build an interactive community to foster collaborative service issue resolution. Through Q&A forums and discussions, your community members can get the answers they need anytime and anywhere. Online communities offer insights into customers’ needs and interests – and offer relevant content designed to influence and accelerate purchase decisions and seamlessly go from a service inquiry to a storefront. Increase customer engagement and satisfaction and lower the total cost of customer support by inspiring low touch service engagements through communities.

SAP Jam Communities

Customer Service Analytics

Gain real-time insight into service performance with powerful analytics and intuitive dashboards

Give managers real-time insight into your team’s customer service performance with powerful analytics and easy-to-use dashboards. Monitor real-time service performance with pre-built dashboards.  Use pre-built reports to track response times, handle times, priorities, and escalation trends.

SAP Hybris Cloud for Service

Inbound/Outbound Contact Centers

Improve performance with unified inbound and outbound contact centers

Deliver high-quality, consistent service across all channels with solutions for inbound and outbound contact centers. With SAP software you can:

  • Integrate multichannel contact centers with other SAP and third-party software
  • Unify your inbound and outbound contact handling and real-time monitoring processes
  • Increase customer satisfaction, cost savings, and revenue streams
  • Align marketing and sales targets in your telesales initiatives

SAP Contact Center

SAP Hybris Service Engagement Center

Unified Agent Desktop

Deliver the next generation agent desktop to your service organization

Enable customer service communication across a unified communication center.  Efficiently monitor, control and manage contact center operations in real-time.  Provide a unified agent experience across all interaction channels with multi-channel service ticketing.
Omni-channel Case and Ticket Management

Create new tickets and update existing ones automatically

Capture complete conversations in a single place – to maximize agent efficiency.  All channels can identify customers based on data available from social media profiles, e-mail addresses, or phone numbers. Create new tickets and update existing ones automatically. Assign tasks to a ticket based on relevant attributes to help guide agents through complex processes.
Workflow Rules and Ticket Routing

Assign the right tasks to the right agents every time

Ensure that cases are always handled by the right person with routing and escalation rules.  Create workflow rules with ease that can generate notifications, update fields, and trigger requests for multilevel approvals based on context and time.

SAP Hybris Cloud for Service

Native Social Media Capabilities

Meet your customers in the channel of their choice 

Include social media into your customer service. Seamlessly transition from social channels to traditional channels. Combine social and enterprise data to establish complete customer profiles.

SAP Hybris Service Engagement Center

SAP Hybris Cloud for Service


Contact center in omnichannel strategy

Learn about the business value and best practices of integrating the contact center with omnichannel programs in order to deliver a seamless customer experience across multiple touch-points. (Aberdeen 2014)

TCO Analysis of SAP’s contact center solution

Compare the TCO of SAP Contact Center software with non-SAP systems. Explore benefits of a platform integrated with CRM systems to improve customer satisfaction and performance of sales, service, and marketing functions along with reduced IT overheads.

Have a small team?

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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.


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


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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