Customer Service Planning and Execution

Customer Service Planning and Execution

Company Profile

The Need

The company faced some challenges related to Customer Service:

  • Track the relational intensity between Customer Service and customers;
  • Optimise the collection of information at all touch points (telephone, email, web, social);
  • Improve the management of customer service information;
  • Automate the creation and management of service tickets.

The Solution

We designed and implemented a SAP Service Cloud solution to enable:

  • Automatic creation and categorisation of service requests (tickets);

  • Routing of tickets from different channels (email, social media) and from IOT products towards a single repository;

  • End-to-end ticket management in the different steps from assignment to resolution;

  • Access Customer Knowledge Base and previous tickets  to facilitate ticket resolution;

  • Interact in real time with Customer Service colleagues (internal messaging);

  • Monitor in real time how service activities are going (dashboard with kpi).

The Benefits


  • Timely tracking of customer service information;
  • Increased efficiency in the customer service process;
  • Improved response times and quick resolution of service requests;
  • Increased perception of the Customer Service Level.


Machinery & Components

Tech & Service

SAP Fiori, SAP Service Cloud




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