Intelligent Service Cloud

Digital Customer Service: These SAP Tools Convince

In order for companies to be able to establish customized digital service processes, it is essential to understand which phases the service can be divided into, which challenges companies face, and which tools can be used to counteract them.

The SAP portfolio offers Intelligent Service Cloud and S/4 Service tools to provide customers with a fast, personalized and consistent service experience. While the tools distinguish themselves in their orientation towards the customer and have their strengths primarily in ticketing processes, S/4 Service focuses on integration into back-end processes. In order to design the service process holistically and consistently, it is immensely important to establish an integrated service solution that also serves touchpoints other than the classic ones mentioned above. The solution: a service portal. SAP Commerce Cloud offers everything it takes to create such integrative portals.

Customer portals can be built based on the SAP Business Technology Platform, an open data and development platform for the entire SAP ecosystem. It is advisable to implement knowledge management around the process, which supports the service employee in complex inquiries. SAP offers its own solution here with SAP Knowledge Central by Nice.

But what happens when a technician is needed to repair an electrical appliance? Cloud-based SAP Field Service Management (FSM) is a component of the SAP portfolio and, in conjunction with SAP Service Cloud and Remote Support, forms the basis for efficient on-site deployment planning. The software enables real-time deployment planning and uses crowd service technology based on artificial intelligence.