Since products are becoming more and more interchangeable, good service more than ever is a unique selling proposition. Efficient and transparent service processes help companies turn their customers into fans. As the number of contact channels is constantly increasing and big players are the trend-setters for rapidity and perfection in service processes, companies need to invest into customer service optimization.
Digital applications facilitate daily work and the strategic orientation of the processes. They can be used to manage service requests, the deployment of field service technicians and active knowledge. Detailed analyses and clear dashboards help service managers identify weak points and constantly increase processes.
SAP Service Cloud is provided by SAP as an advanced CRM system for ticketing and call centers. With the service cloud, service agents benefit from a cross-channel insight into all requests and, as a consequence, get a 360° view of customers. By means of AI support, service tickets ban be assigned to a service employee who has the appropriate know-how and spare capacities. Digital knowledge management enables the service employees to learn from each other and share experiences, which makes it easier for them to find the tailored solution for the customers more rapidly.
SAP Field Service Management is the best solution to coordinate the deployment of field service technicians. With this SAP solution, the deployment of service technicians can be planned intelligently depending on qualifications and availabilities. In addition, it is possible to manage vehicles, materials and tools. The field service technicians are provided with a mobile app for holistically handling a service case from request to billing. The solution is amended by SAP Crowd Service for planning the deployment of external service technicians and different self-service functions.
SAP’s Competency Framework demonstrates the expertise a consulting and implementation partner has in a particular area.
FIS and Medienwerft have achieved the CX Expert status, the highest partner status within the SAP Competency Framework in the area of Customer Experience, which designates the FIS Group as experts in the areas of e-commerce, sales, service and marketing.
Customer service – digital solutions for optimized processes
Efficient service processes with SAP Service Cloud
SAP Service Cloud (formerly SAP Hybris Service Cloud) is the advanced SAP CRM solution for customer service processes and, in particular, supports enterprises with products in need of explanation in fulfilling their after sales services. With the service cloud, service agents benefit from a cross-channel insight into all requests and, as a consequence, get a 360° view of customers.
Optimized technical field service with SAP Field Service Management
SAP Field Service Management is an application for professional deployment planning of field service technicians, vehicles, materials and tools. Here, the solution supports employees in charge of service in the entire process – from tickets, planning and mobile field service up to reporting and final billing.
Further modules for efficient service processes
Provide your customers with a unique service experience and, as a result, secure competitive advantages! We will be pleased to help implement the best strategy for the digitization of your service processes and the appropriate solution. Do not hesitate to contact us: our experts can be reached by phone or via e-mail.
