Greater Transparency & Efficiency in Customer Service – with SAP Service Cloud V2 as Component of your End-to-End Process
Outstanding service across multiple channels and at all times: This is how you exceed your customers’ expectations. And this applies before, during, and after the purchase. With SAP applications for optimized service - such as SAP Service Cloud (Version 2) as part of the SAP Customer Experience suite and SAP Field Service and Asset Management (formerly SAP Field Service Management (FSM)), you handle all Customer Service processes digitally, efficiently, and still in a customer-oriented manner. From the first customer interaction through service delivery and ultimately billing via SAP S/4HANA Service — both sides benefit from this seamless Service Experience.
What Is SAP Service Cloud V2?
With SAP Service Cloud Version 2, your Customer Service employees receive an omni-channel tool that supports them quickly, easily, and intelligently, enabling them to focus on delivering solutions. Through the meaningful integration of AI along the entire service process, the system provides supported responses as well as recommendations for appropriate actions. For example, you receive suitable knowledge articles from your knowledge base or previously resolved cases related to similar inquiries. This increases both the resolution rate and customer satisfaction.
The Role of SAP Service Cloud in the End-to-End Process
Efficient, predictive service is a clear competitive advantage. Intelligent systems support organizations in achieving this and thereby contribute to increased customer satisfaction and ultimately long-term customer loyalty. We explain what must be considered. We explain which responsibilities are handled by the various SAP and ORBIS service solutions.
Within the end-to-end service process, SAP Service Cloud (Version 2) serves as your Customer Service tool. All ticket and customer information is consolidated here, including data from SAP Sales Cloud as the CRM system. At the same time, SAP Service Cloud is deeply integrated with SAP S/4HANA Service. This is your tool for Service Operations in the Back Office. From quotation creation through spare-parts management to billing. Combined with SAP Field Service and Asset Management, the solution for field service, this creates a seamless Service Experience. The SAP service solutions are meaningfully complemented by the SAP CX AI Toolkit and supported by the ORBIS Customer Service Portal. Many service processes additionally require internal services - from IT and HR through Finance. This is where SAP Enterprise Service Management (ESM) comes into play as a solution that enables you to process internal requests just as structured, fast, and traceable as customer inquiries.
The Benefits of SAP Service Cloud Version 2 for You, Your Team, and Your Customers
For You and Your Team:
- greater service efficiency through better insights and easier collaboration
- higher resolution rates through AI support and predefined workflows
- faster onboarding through the use of knowledge bases
For Your Customers:
- stronger personalization through the improved customer view
- shorter response times through optimized processes
- improved availability through the use of self-service portals
Greater Transparency & Efficiency: Functions of SAP Service Cloud Version 2 at a Glance
Intelligent Case Management and Case Designer
Tickets become Cases. Optimize the handling of inquiries via phone, email, and additional applications through process flows preconfigured within the Case Designer and intelligent Case Management, where requests are automatically analyzed using AI and routed to the appropriate employees. This results in a high resolution rate.
Agent Desktop and Omnichannel Service
SAP Service Cloud provides a Customer Engagement Center that enables seamless service across all service channels, such as email, social media, apps, telephone, and more. This allows you to maintain a clear overview of customer information and the associated contact history. The Agent Desktop, featuring a state-of-the-art UI, supports call handling with essential call-center functionalities, such as integrated computer telephony with caller routing, and also provides AI-supported recommendations for email templates.
AI-Supported Case Processing
Machine Learning and Natural Language Processing (NLP) support employees in their daily work in a GDPR-compliant manner through case and email summarization, automated categorization, sentiment analysis, recommendations for similar cases, and automatic translations. This increases both productivity and efficiency. Proactive service can also be improved through the interaction of IoT and AI.
Perfectly Integrated into SAP Service Cloud Version 2: Self-Service Offerings and Knowledge Bases
Help your customers help themselves! Regardless of whether through virtual service agents, live chat via chatbots, comprehensive product and functionality information within a knowledge base, or through interaction in an online community: the options for enabling your customers to solve problems independently are diverse and can be seamlessly integrated into SAP Service Cloud.
ORBIS Customer Service Portal
Manage service requests and equipment transparently around the clock and from anywhere. The ORBIS Customer Service Portal provides real-time updates for all requests and every piece of equipment / registered product. This information can then be automatically made available to customers. In addition, customers can submit service requests quickly and easily on their own.
Knowledge Bases
For efficient knowledge management, use tools such as Empolis seamlessly within SAP Service Cloud Version 2. Make corporate and product knowledge centrally and clearly accessible to your service employees across all data sources, documents, and media. This contributes to faster resolution rates and enables new employees to onboard more quickly.
Next-Level Customer Service: The Roadmap for the Transition from V1 to V2
Would you like to migrate toSAP Service Cloud Version 2 and benefit from its extensive new functionalities and AI features? Feel free to contact us, and we will discuss the details together with you.
We Advise You …
… through our expertise and many years of experience in the CX area regarding migration to the new version of SAP Service Cloud. In doing so, we address your individual needs and requirements, evaluate efficient implementation options, and support you with process design.
We Plan Together with You …
… based on our proven transition service and while considering SAP’s Transition Journey, we work together with you to develop your roadmap for a tailored migration.
We Support You During Implementation …
… and through comprehensive preparation as well as our own tools and project solutions, we make migration and integration into your existing IT landscape as simple and fast as possible. From configuration and data migration through to employee training, we support you and ensure a seamless transition to Version 2 without loss of efficiency.
Your free guide to switching to version 2
Our practical guide provides you with a comprehensive insight into the transition journey and our tried and tested transition service. Familiarize yourself with the unique project solution from ORBIS and the most important SAP tools.
Additional Seamlessly Integrated SAP Solutions as Building Blocks for Optimizing Your Service
SAP S/4HANA Service
The ideal foundation for back-office service processes is the core solution SAP S/4HANA Service. It supports you with standard functionalities such as service contracts, subscription business, and solution quotations. Integrate service functions into additional SAP Cloud solutions or On-Premise SAP enterprise solutions and thereby create a seamless Service Experience for your customers - from issue reporting through to resolution.
SAP Commerce Cloud
A successful e-commerce strategy requires consistent and personalized communication as well as a unified platform. Regardless of whether your company operates in B2B, B2C, B2B2C, or even D2C: SAP Commerce Cloud is the ideal software solution for your online presence and enables all touchpoints to be consolidated onto one platform. Combined with the ORBIS Customer Service Portal, spare-parts and new-parts purchasing can also be integrated.
Implementation support is provided by our partner Arineo. The Arineo team focuses on the design, implementation, and operational support of B2B customer portals and B2C shop solutions.
SAP CX AI Toolkit
With the SAP CX AI Toolkit, you have access to a standalone AI application based on SAP BTP. With SAP Joule, it proactively and contextually supports you and your service team through analyses and summaries, for example of service orders, while remaining fully compliant with data privacy regulations.
The following AI Toolkit functionalities simplify your service operations, for example:
- Creation of Personalized Email Templates
Respond more quickly to service inquiries by allowing AI to summarize the most important information from various sources and pre-formulate it into an email that only requires individual adjustments. - Creation of Knowledge Base Articles
Have you successfully resolved a complex case and want to add it to the knowledge base as quickly as possible so that other service employees can benefit from it as well? With the SAP CX AI Toolkit, this becomes possible in a very short time through AI-supported summarization and preparation.
SAP Field Service and Asset Management
Maintenance, Diagnostics, and Troubleshooting at the Machine: Today, these activities are preferably handled by Field Service. In an increasingly digital business world, your field service organization becomes an important representative of your company. With SAP Field Service and Asset Management (SAP FSA), you support your team from scheduling and dispatching through to mobile work on site via the mobile app with Smart Forms, guided workflows, and service reporting. AI-supported, integrated, and available at any time (online/offline).
SAP Enterprise Service Management
Service requests are not only created by end customers, but also arise across various departments. This is where SAP Enterprise Service Management, based on SAP Service Cloud V2, comes into play in order to support employees, suppliers, and partners quickly and efficiently with their requests as well. As a central helpdesk, the solution provides extensive functionalities such as self-service, forms, Solution Finder, AI summaries, and dashboards. Easy to integrate through widgets, the tool delivers real value for HR, Finance, IT, Facility Management, and Customer Service while breaking down silos in request handling.
We understand how to boost customer service and tailor the SAP service solutions to meet your needs
We bring together all the important process components – from the contact center, product returns and exchange, to credit and technician dispatch – and associated technical solutions. And make matters simple for you and create a seamless service experience for your customers.
Marketing, customer service and sales combined
We aren’t just specialists when it comes to service topics. Instead, we believe we should focus on producing synergy effects in marketing, service, logistics, finance and sales activities. We promise to contribute this overarching understanding to make your SAP Customer Experience solution profitable. Would you like more information?
The low-risk, quick way of getting started with SAP Service Cloud or SAP FSA
Get your service project off to a low-risk, standardized and speedy start with our precisely tailored starter packages for customer service and field service activities – at a fixed price.
I’m here to help you
Oliver Lamberti
(Senior Account Manager)
Tel.: +49 681 9924 702
Email: Oliver.Lamberti(at)orbis.de
