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SAP Service Cloud

Score8.6 out of 10

154 Reviews and Ratings

What is SAP Service Cloud?

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.

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SAP Service Cloud
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Who Buys & Uses SAP Service Cloud

SAP Service Cloud Reviews

What users are saying about SAP Service Cloud.
View all SAP Service Cloud reviews

Pros

  • Robust ticket and case management system
  • Efficient Service Level Agreement (SLA) tracking
  • Seamless integration with other SAP solutions

Cons

  • Complex integration with third-party and on-premise solutions
  • Limited and slow reporting capabilities with difficult customization
  • Mobile application lacks desktop features and consistent UI

Impactful solution for better customer support services.

Incentivized
Nikita SinghView profile
Technical Specialist in Information Technology at LTIMindtree (501-1000 employees)

Use Cases and Deployment Scope

Basically it helps by making the streamline of the service process to deliver the best experience to our customers. After implementation in our organisation it reduce the wait time and tickets gets resolved in very minimal time. It has centralised ticket system where ticket automatically assigned to respective department. It resolved inconsistent customer experience because every time our customers get the different answer from different executive. It reduce workload on our customer support executive. Easily integrate with ERP system as well. Provides real time visibility on every ticket.

Pros

  • AI driven response, resolves customer issues quickly.
  • Ensure consistency by standardized services processes.
  • Reduce manual efforts & improves our customer support service.

Cons

  • Slower response time create issues sometimes.
  • Licensing cost is not pocket friendly.
  • Third party integration is challenging.

Return on Investment

  • Reduce customer service response time by AI driven FAQ
  • Improved customer satisfaction by reducing the waiting time and delivering the better solution.
  • Increase brand value because best customer support is the main backbone of the every organisation.

Mind blowing Experience with SAP Service Cloud solution.

Incentivized
Akriti ChawlaView profile
Lead Technical Specialist in Information Technology at GlobalLogic (501-1000 employees)

Use Cases and Deployment Scope

SAP Service Cloud is very beneficial solution for our customer support department. It handles customer queries very efficiently and ensure smooth experience to our customers. It reduce the resolution time and gives the fast response on the customer queries. It saves from miscommunication. Easy to integrate with all types of application for better productivity. It organised all the queries at the one place where our customer support executive review the queries and responds quickly. It also saves our manual efforts by adding automated response in our systems.

Pros

  • Easy to manage all issue because available at one place.
  • Saves from late reply and miscommunication.
  • Quick resolution on customer queries and maintain communication chain as well as keeps all previous chats for quick and better resolution.

Cons

  • Sometimes automated response gives wrong reply on queries.
  • Reports are not accurate sometimes.
  • Solution is paid not an open source.

Return on Investment

  • Reduce almost 50-70% customer queries resolution time.
  • Improves customer satisfaction by resolution quickly tickets & gives the better resolution.
  • Increase brand value because now customer are happy with our services and recommending use on every platform.

SAP Service Cloud Review

Incentivized
Nikhil VermaView profile
Technical Specialist in Information Technology at GlobalLogic (1001-5000 employees)

Use Cases and Deployment Scope

It is cloud based service provider solution with AI capabilities. It really helps in managing customer interactions with faster result on the queries. It boost customer loyalty. It has decent dashboard where all basics informations are available. Securely integrate with other SAP solutions for better usability or productivity. Mainly omni-channel support play a vital role for handling queries from the different channels. Case managing is quick with this solution as well. It meets customer expectations very smoothly.

Pros

  • Wide range of integration with other SAP services.
  • Makes business more agile and fulfilling customer needs.
  • Case management is really quick.
  • AI saves time and gives quick response on the customer queries.

Cons

  • High costing for setup in small organisations.
  • Limited options for customisations.
  • Challenging integration with non SAP products.

Return on Investment

  • Saves resources and maintenance.
  • Improved customer experience by reducing response time.
  • Increased brand value as well as brand revenue.

Happy with SAP Product.

Incentivized
Bhavya GuptaView profile
Application Developer in Information Technology at Oracle (1001-5000 employees)

Use Cases and Deployment Scope

SAP Service Cloud allows us to resolve our customer issues very quickly with proper resolution. Tracking, managing, and assigning tickets to the respective team for better and quicker resolution. It really helps reduce human effort and builds customer trust in us. We can also create a workflow to automate the resolution of issues without requiring any human interaction. It saves time & increases productivity.

Pros

  • Quick resolution with minimal queue time.
  • Customised workflows for automating.
  • An inbuilt reporting and analytical tool for better decision making.

Cons

  • UI is a little bit laggy.
  • The pricing model is not friendly.
  • Challenging when integrating with 3rd party services.

Return on Investment

  • Customer satisfaction is the first priority.
  • Quick resolution on tickets.
  • Transparency and flexibility for customers to track the status of tickets.

Excellent Product For Better Customer Service

Incentivized
Lovleen SinghView profile
Project Manager in Information Technology at KPMG India (501-1000 employees)

Use Cases and Deployment Scope

It is well designed solution for managing customer queries in single platform. It is simple to create tickets and assigned to the respective department for better and quick resolution. It improves our customer support, decrease queue time and manual efforts. Easy for us and the customer to track the status on the tickets. We can add automation to the tickets which priority is low it automatically resolves with any human intervention. We are happy with this product.

Pros

  • Auto resolves tickets for better & quick resolution
  • Managing and assigning of tickets.
  • Seamless integration with other SAP products for better experience.

Cons

  • Costing is not user friendly for startups.
  • Dashboard has limited options needs to be added more to make this user friendly.

Return on Investment

  • Mainly reduce the manual efforts or enter the values.
  • large no of tickets can handle easy by adding automation.
  • Reduce human errors.

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