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.
Industry
Machinery & Components
Tech & Service
SAP Fiori, SAP Service Cloud
Process
Service
