IFS Customer Engagement is based on the mplSystems Omni-Channel Contact Centre, now owned and supported by IFS since the August 2017 acquisition. It contains workforce optimization with messaging and email support emphasizing the needs of outbound call centers.
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SAP Service Cloud
Score 8.6 out of 10
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SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.
Most of the time, if any issues are faced, IFS representatives address those issue immediately as previous users have also faced them. But when we face a certain issue which is new to the IFS representative, and there is little help available on IFS community, it takes time to resolve.
SAP Service Cloud is well suited with its omni-channel capabilities giving the possibility to collect service requests from different channels like phone, e-mail or CTI telephony. It also has nice User Interface (when it comes to desktop version). On the other hand SAP Service Cloud needs to be definitiely improved in terms of mobile app, which is horrible and it has limited development possibilities.
Screens containing several information fields are hard to visualize because the fields do not have any surrounding borders.
Some of the reporting functionality could be maybe more modern, but one sees development within IFS Customer Engagement so it probably is a matter of time before any desired changes are made, or worked around.
IFS Customer Engagement reports are transferable to Excel as data only or with the format selected for pdf reports. Sometimes it becomes too slow.
Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data
Slow loading of the pages as compared to other consumer tech softwares we use
Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement)
I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
IFS Customer Engagement allows efficient manufacturing reporting for the business to select whether to use standard/default reporting or actual reporting or combined reporting. Since the system has business logic to look through the defined rules, there is minimum manual intervention. IFS Customer Engagement is working throughout the organization in different roles and it is being rolled out to additional countries as part of a replace and enhance strategy.
Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud.
It's very optimistic for business when it comes to the satisfaction that support is with us for all the times and ultimately it increases the productivity altogether.
After implementing SAP Service Cloud, we've noticed a noticeable drop in the average time it takes to resolve customer queries. Centralized communication and an efficient ticketing system enable our team to respond faster and more effectively.
Our customer feedback scores have improved since using the platform. The integrated knowledge base has particularly empowered our team to provide immediate solutions to common queries, elevating the overall customer experience.
The platform has streamlined our operations and reduced manual interventions, leading to decreased operational costs related to customer service. Automation features and AI integrations minimize repetitive tasks, allowing our team to tackle more complex customer concerns.
