Your service team has no time to waste
Customers contact your service team via multiple channels expecting reliable answers fast. Agents can only respond effectively when they can see the customer’s full case history, their latest orders, delivery details and all other relevant information and communication in a single overview. If those details are spread out across multiple systems, your agents waste time searching for the latest facts. Meanwhile, your customers quickly get tired of having to repeat themselves each time they contact your company for help. This has a direct impact on customer loyalty and retention. Nine out of ten dissatisfied customers never make a formal complaint. They simply stop coming back.
Benefit from built-in AI functionalities
SAP Service Cloud has advanced AI features that allow your service teams to respond faster and with more accurate answers. Artificial intelligence can be used to automatically categorise and summarise cases, generate email responses based on customer information, and proactively identify and answer questions. These features can either eliminate work for your customer support team—such as automatically answering simple questions—or assist your team in working more efficiently—for example, by recommending similar cases and a suggested next step. Aiden helps you identify the ways you can best benefit from these features.
What you get with SAP Service Cloud
SAP Service Cloud helps your company answer essential questions relating to your service team. What are current workloads? What are typical response times, and are they within the SLAs? Are customers happy with the support they receive? Who are the most demanding customers? Where are there bottlenecks? Having answers to these questions allows you to better steer your customer experience and retain your customers.
Faster responses with full context
- See the full case history across all departments before replying
- Record key updates in Service Cloud, not in separate systems or inboxes
- Colleagues can stand in for each other seamlessly, without restarting the conversation
- Track open cases and next actions in one place
Fewer repeat contacts from the same customer
- Give better answers the first time regardless of the channel used, so customers don’t have to call back
- Record clear next steps and ownership, so cases keep moving
- Send one complete update instead of asking for information in multiple messages
A service experience that builds trust
- Give customers the right answer no matter who they speak to
- Send clearer updates, so customers don’t feel ignored
- Reduce escalations and complaints caused by slow responses or wrong answers
Customer story: Strengthening CX with SAP Service Cloud
Dekker Zevenhuizen wanted to give customers faster answers and a more consistent service experience. With SAP CX, their team gained better access to customer context during daily case work, which helped them respond more clearly and avoid repeated follow-ups. Read the full case study to see what they changed first and how the rollout supported adoption.
Read customer story
Get more out of SAP Service Cloud with Aiden
Your service team needs a setup that helps them respond quickly and accurately, especially when case volumes rise. We start with a quick scan to understand how cases come in today, where agents lose time and where customers get delayed. We then deliver a first working phase early, so your team can start using Service Cloud while we continue to optimise the setup step by step. We focus on the information agents need during customer contact, so they can answer questions without switching between tools. We test the flow with real cases, then adjust the setup based on how your team actually works. You work with one clear point of contact from start to finish. Our team brings over 25 years of SAP delivery experience , so we help you make the right choices on scope, rollout and ERP integration.
Related customer stories
Dekker Zevenhuizen enhances customer experience with SAP CX
In just three months, Dekker Zevenhuizen launched both SAP Sales Cloud and SAP Service Cloud—and then moved straight on to SAP Field Service Management.
Oliehoorn is getting to know its B2B customers better than ever with SAP CX
At the end of 2023, Oliehoorn upgraded its CRM by integrating SAP Sales Cloud and SAP Service Cloud into its existing SAP Business One ERP.
How Deli Home enhances customer interactivity with SAP CX Suite
What are the CX challenges you need to consider when expanding your routes to market? For Deli Home, this meant rethinking their sales processes and service offering per channel.
Frequently Asked Questions
Do you have questions about SAP Service Cloud? Here are the most common questions and their answers
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