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What part does Customer Service play in your CRM story?

To build a true CRM story, you need to recognize the role of your service organization. Whether via contact center or field service visits, your customers expect great service before, during and after their purchase. Seamlessly orchestrating service experiences and supporting your customers throughout the entire journey will help you differentiate from the competitors and drive revenue. It’s time to write a new CRM story with customer service.

SAP Service Cloud

SAP Service Cloud allows you to create an end to end service experience — starting wherever your customer chooses to engage and completing the process all the way through billing. You can deliver on your customer promises in every step of the customer journey. With SAP Service Cloud, reduce call center costs, increase the efficiency of your service teams and connect all aspects of the field service value chain with a deeper understanding of your customers’ needs.

Omni-Channel Call Center

Transform your call center into a true customer-engagement center. Seamlessly orchestrate your omnichannel customer service, leverage AI-powered chatbots for quick answers and harmonize your front office engagements and back office processes.

Harmonize your service processes

Accelerate issue resolution and service execution by harmonizing customer engagements and operational processes.

24/7 service with AI chatbots

Extend service hours and provide more accurate answers quickly and automatically using our 24/7 customer service platform with a top rated AI Chatbot.

Truly omnichannel service

Benefit from native support for both traditional and digital channels in a single cloud offering -no need for a separate contact center infrastructure.

Motivate your employees

Reduce employee turnover by empowering agents with knowledge, insights and tools and motivating them based on real engagements.

Initiate a full feedback loop

Enable continuous service and product improvements by creating a full feedback loop from case to resolution.

Proactive Field Service

Meet real-time service expectations. Keep customers informed on their service needs, scale your workforce to meet current demands and equip your service technicians with the right knowledge and tools on the go.

Drive a Consistent Mobile Experiences
Keep technicians connected and informed with consistent, online and offline mobile access.
Deliver Smart Analytics with ML and IoT

Create proactive service and operational efficiency with smart analytic, including machine learning and IoT.

Redefine Self-Service

Allow customers to manage and review their installed base and reach out for assistance when needed.

Create an On-Demand Service Network

Boost service performance and meet customer expectations by leveraging crowdsourcing and creating an on-demand service network.

SAP Service Cloud: related content

Forrester Total Economic Impact™ study
The Total Economic Impact™ of SAP Service Cloud
SAP commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying SAP Service Cloud solutions. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of SAP Service Cloud on their organizations.
Blog Post
Writing a new story: CRM and customer service

To build a true CRM story, companies need to recognize the role of their service organization. We are in the age of a CRM evolution, an age that is defined by digitalization, disruption, automation, and predictive behavior, and customer service plays a key role in your CRM story. Here are 3 things to consider with CRM and customer service

Case Study
HOERBIGER: Digitization Fuels Efficiencies in the Energy Sector

See how HOERBIGER is transforming customer service with SAP Service Cloud and the Internet of Things technology of SAP Leonardo.