Resolve customer service problems faster – and build loyalty

Boost customer satisfaction and reduce service costs – with support for everything from warranty and claim management to field service.

• Resolve issues quickly with on-the-spot customer support
• Equip employees with the information and tools they need to retain profitable customers
• Provide a consistent, positive user experience across all service channels

Better understand and gauge net consumer sentiment, behavior, and opinions expressed on social platforms – with powerful social media analytics.

• Run real-time analysis of emotional responses to any topic expressed in social media
• Track, trend, and compare buzz and sentiment over time and across multiple topics
• Quantify market perceptions about products, services, and companies
• Extract insight from postings – including likes / dislikes, and emotional intensity
• Create and publish scorecards for end user consumption

Drive agility, improve productivity, and sharpen your competitive edge with our mobile solutions.

• Transform your organization
• Give your employees secure mobile access to the information and systems
• Leverage a wide range of mobile apps and underlying infrastructure

Increase your service efficiency with accurate demand forecasting, better workforce shift scheduling, and mobile workforce management.

• Improve tactical resource planning – for greater control of your service operations
• Streamline your roster and scheduling processes
• Improve customer satisfaction with on-time service visits and follow up

Monitor customer conversations on social media sites, automatically identify top influencers and issues, and collaborate internally to craft the best responses.

• Listen and engage with customers on their terms – where they like to hang out
• Uncover the most critical messages and use enterprise data to gain customer insight
• Collaborate across your organization to resolve issues efficiently and effectively

Enable your agents to research and solve problems, handle complaints, answer technical questions, and more – with our interaction center software.

• Get faster access to information that supports customer interactions via phone, e-mail, or chat
• Seamlessly handle inbound and outbound calls with integration to telephony systems
• Respond to large volumes of incoming e-mail with direct or automated systems

Deliver a great customer experience across contact channels using our IP platform – turning your service into a competitive advantage.

• Improve service with back-office experts and work-at-home agents
• Deliver stellar customer communications across all channels
• Replace outdated, proprietary hardware with an open IP contact center solution

Bring speed and predictability to your next Service implementation with SAP's preconfigured software, services, or both – at a fixed scope and price.

• Deploy quickly – with preconfigured software and predefined services
• Benefit from a predictable implementation time and cost
• Target solution scope to your specific line of business needs
• Integrate seamlessly with other SAP software solutions

Improve field service and cut service delivery costs with end-to-end processes that boost efficiency.

• Provide field engineers with real-time information so they make best use of their time
• Manage and adapt quickly with field-service management analytics
• Improve efficiency with service resource scheduling aligned to service level agreements (SLAs)
• Increase first time fixed rates with service order requirements

Differentiate your company by providing superior service – and build customer loyalty – by relying on our service solutions for small and medium enterprises.

• Benefit from an integrated business solution that is designed for businesses of your size
• Focus on your business while saving time and systems costs
• Capitalize on cross-sell and up-sell opportunities

Run your entire enterprise on a single, affordable, cloud-based business management solution – ideally suited for SMEs and subsidiaries of large corporations.

• Accelerate financial, customer relationship, HR, procurement, and supply processes
• Gain timely insights with integrated analytics and reporting
• Access key business functionality anywhere – on a broad range of mobile devices
• Rely on SAP experts to manage and maintain your solution in world-class data centers