Take customer service to the next level with SAP solutions

Revolutionize customer engagement with a completely new approach that combines our proven CRM software with the power of in-memory, cloud, mobility, and social media.

• Combine transactional and external data for a complete, 360° view of your customers
• Better understand customer needs and preferences – and accurately predict future behavior
• Deliver contextual, personalized experiences through any channel, on any device
• Monitor and analyze social media sentiment – and proactively engage with customers

Create sincere, 1:1 customer experiences with real-time insight into needs, preferences, and predicted behavior – with CRM run on our in-memory platform, SAP HANA.

• Get a real-time view of your customers and easily share insights with your team
• Personalize offers based on needs, preferences, past interactions, and current context
• Improve operational efficiency and effectiveness to consistently deliver on promises
• Monitor and analyze social media sentiment – and react quickly to changing trends
• Develop new products and services based on emerging demand – faster than competitors

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

Take customer service to a whole new level – leveraging the cloud for unprecedented speed and flexibility – with SAP Cloud for Service.

• Deliver a consistent experience across all channels – including e-mail, web, chat and phone 
• Provide agents with complete, up-to-the-minute customer information 
• Improve agent productivity with integrated knowledge base 
• Harness collective service expertise and share relevant information across your enterprise 
• Get real-time insight into service performance with powerful analytics and dashboards

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

Streamline complex rating and billing processes. Efficiently manage accounting, payments and collections while optimizing financial customer care for high volumes of customers and transactions.

• Rapidly launch new services and cross-promotional bundles, based on advanced analysis and segmentation
• Reduce operational costs by centralizing and consolidating multiple, high-volume billing streams and minimize invoices
• Offer a personalized customer experience based on deep customer insight and real-time access to individual behavior and preferences

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

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

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

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

Make real-time recommendations for cross-selling, up-selling, and retention – targeting the right offer to the right customer.

• Use real-time recommendations to enhance customer relationships
• Leverage up-to-the-minute transaction information when identifying offers
• Understand how and why offers are performing with advanced analytics

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

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

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

Support all core business operations with fully integrated, best-in-class applications that run on your database of choice – including SAP HANA

• Uncover new growth opportunities ahead of the competition
• Accelerate core business processes to run at market speed
• Empower your people to decide and act in the moment
• Innovate without disruption on an open platform