SAP Service Cloud vs. TeamSupport

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.

Incentivized

How many departments will be using TeamSupport and how many "Groups" will I therefore need to create? The answer will impact how much you are spending on TeamSupport. The same goes for individual employees who use it. Additionally, you should ask how important uptime is and get assurance on how quickly issues will be resolved if there is downtime from TeamSupport during business hours. Finally, you should ask how the reporting component will meet your needs.

Incentivized

• First is It is highly effective when we consider Customer Relation Engagement.
• Good User Interface by which anyone can get used to it quickly.
• It is providing infinite opportunity of integration with other SAP solutions.
• Affordable Solutions with effective features.
• It has prebuilt charts which helps us to define customer journey with ease of efforts.

Incentivized

• Ease of Use. TeamSupport is very well laid out and is obviously being designed by people that have their customers in mind. I can find what I need quickly and have found none of the customizable features to be confusing.
• TeamSupport supports their clients well. Anytime I need help, they are an email or phone call away and I receive prompt, if not immediate assistance.
• TeamSupport integrates with our Salesforce CRM well. The integration was as easy as entering a token and then choosing the fields I want to sync to Salesforce. The initial import of data from Salesforce did not give me all of my customers, but that was because of how I had Salesforce set up and after talking to TeamSupport and making a few changes, we restarted the data import and it has been smooth sailing ever since. Now my Sales Staff can see what is happening on the ticket side of their accounts without having to ask, because TeamSupport automatically updates Cases in Salesforce. Very well done feature.

Incentivized

• 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)

Incentivized

• I would be interested in seeing a way to sort tickets under 2 filters. Example: I'd love to be able to sort my tickets oldest to newest - AND - by customer within the first filter.
• I would also like to be able to customize my user profile. I think it would be cool to be able to change colors and formats.
• I love TeamSupport!

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

The software is easy to use and more than fulfills our minimum requirements for a tech support database tool. TeamSupport is constantly adding new features, both that they identified themselves and that were directly requested by TeamSupport users. One of the most important things that a company does is communicate with its customers, especially when there is a problem. While we would all prefer to never have any down time, that just isn't possible. So when something happens it is critical you keep your users informed of what is going on and how long it will take to fix things. TeamSupport gets an A+ when it comes to keeping customers informed. You can make the answers in your tickets available in an FAQ. Obviously, the longer you stick with TeamSupport, the more complete and useful the FAQ will be for your customers

I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it. But the portal offers great tools and guides on workarounds.

Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7

It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection

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.

Incentivized

TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.

Incentivized

Able to get hands on training and ask questions.

Not much training was offered, but it was always provided when we requested it

Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.

Incentivized

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.

Incentivized

We have looked into Zendesk and previously moved from Axosoft to TeamSupport. TeamSupport is definitely better than Axosoft when it comes to fuctionality and ease of use. Zendesk is probably the best and widely used but of course that comes with a price. If the organization is big and a larger customer base, then is makes sense to use Zendesk.

Incentivized

TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part

• 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.

Incentivized

• When we first began using TeamSupport we were also preparing for an important review of our software product. Of course, our customer service was being evaluated also. We had about 80 people involved in our review and comments about our customer service came back excellent every time. One of our main goals is to provide exceptional customer support, but we could not have done it without TeamSupport.

Incentivized