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.

Categories & Use Cases

Media

1 / 3

Most Frequent Users

Top 3 industries using SAP Service Cloud.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Manufacturing

38.8%

152 installations of 392

“We create workshop and onsite ticket type work tickets in C4C for tracking process for Technicians and Service parts and products.”
— Product owner, KSB (5001-10,000 employees)

#2 most frequent

Professional, Scientific, and Technical Services

14.8%

58 installations of 392

“Build customer trust and relationship.”
— Project Lead, Persistent Systems (1001-5000 employees)

#3 most frequent

Utilities

8.2%

32 installations of 392

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

Nikita Singh View profile

Technical Specialist in Information Technology at LTIMindtree (501-1000 employees 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.

Shreya Batra View profile

Technical Lead in Information Technology at EY (501-1000 employees employees)

Use Cases and Deployment Scope

SAP Service Cloud is our customer support team's preferred solution. Because it is easy for us to manage customer issues and respond quickly, we can build customer trust in us. It is very transparent because customers can check the status with every single update on the query to stay updated. It improves both our productivity and efficiency. It manages all the open & closed queries on the dashboard, making it easy for non-tech users.

Pros

Managing customer queries very quickly and efficiently.
The customer can check the status to know the progress.
Reporting & Analytics help in better decision-making.

Cons

Pricing needs to be more pocket-friendly.
The mobile app requires optimization for improved performance.

Return on Investment

Decrease manual work related to the support.
Managing customer issues is now easy and quick.
Saves money & resources.

Arushi Batra View profile

Senior Technical Analyst in Information Technology at GlobalLogic (501-1000 employees employees)

Use Cases and Deployment Scope

This solution allow us to deliver best experience to our clients and customers. We are using this to resolve our customer queries very promptly. It maintain the queries chain very efficiently so that customer can see the status with every updates. Dashboard has very clear and simple view where all customer queries are well organised. Tracking of open and closed tickets boost efficiency.

Pros

Tracking and managing multiple queries easily.
Better response time on customer issues.
Reporting and analysis improves our services.

Cons

Mobile app is very user friendly due to it lack of features.
Pricing model is not suitable for small organisations.

Return on Investment

Reduced workload on our customer support executive.
Fast response time and save maintenance cost.

Akriti Chawla View profile

Lead Technical Specialist in Information Technology at GlobalLogic (501-1000 employees 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.

Nikhil Verma View profile

Technical Specialist in Information Technology at GlobalLogic (1001-5000 employees 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.

Salesforce Service Cloud

SAP Service Cloud

What is SAP Service Cloud?

Categories & Use Cases

Media

Who Buys & Uses SAP Service Cloud

Most Frequent Users

Manufacturing

Professional, Scientific, and Technical Services

Utilities

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

Engineering

Customer Success

IT