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IT Management, Mag 23-05

Intelligent Service Cloud

The quality of services not only increases customer satisfaction and loyalty, but can also generate lasting enthusiasm, minimize costs, and increase the company's success. Which software supports this?
Sybit GmbH
16 June 2023
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This text has been automatically translated from German to English.

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.

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Working on the SAP basis is crucial for successful S/4 conversion. 

This gives the Competence Center strategic importance for existing SAP customers. Regardless of the S/4 Hana operating model, topics such as Automation, Monitoring, Security, Application Lifecycle Management and Data Management the basis for S/4 operations.

For the second time, E3 magazine is organizing a summit for the SAP community in Salzburg to provide comprehensive information on all aspects of S/4 Hana groundwork. All information about the event can be found here:

SAP Competence Center Summit 2024

Venue

Event Room, FourSide Hotel Salzburg,
At the exhibition center 2,
A-5020 Salzburg

Event date

June 5 and 6, 2024

Regular ticket:

€ 590 excl. VAT

Venue

Event Room, Hotel Hilton Heidelberg,
Kurfürstenanlage 1,
69115 Heidelberg

Event date

28 and 29 February 2024

Tickets

Regular ticket
EUR 590 excl. VAT
The organizer is the E3 magazine of the publishing house B4Bmedia.net AG. The presentations will be accompanied by an exhibition of selected SAP partners. The ticket price includes the attendance of all lectures of the Steampunk and BTP Summit 2024, the visit of the exhibition area, the participation in the evening event as well as the catering during the official program. The lecture program and the list of exhibitors and sponsors (SAP partners) will be published on this website in due time.