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Consumer Goods

SAP Service Cloud​

Delight customers with a great service​

With SAP Service Cloud, part of the SAP CX software suite, you can deliver a consistent customer experience across all channels and throughout the entire customer journey. Motivate your service staff by giving them an intuitive tool to efficiently complete their daily service tasks.

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What is the SAP Service Cloud?

All companies want to win new customers and retain existing ones. But does your company have the right software tool to respond professionally and to everyone’s satisfaction to prospective and service enquiries from existing customers across all channels?

Are your service staff permanently overworked? Does the processing of service requests take too long or is professionally unqualified, so that there is a danger that disappointed customers will switch to a competitor?

Are your sales staff aware of the complaints that have arisen in the meantime during the next customer visit?

The SAP Service Cloud supports you in efficient service processes that offer real added value for your customers, your service and sales staff.

SAP Service Cloud can be easily integrated with other IT solutions such as SAP S/4HANA or SAP Field Service Management (FSM) into a holistic end-to-end process.

SAP Sales Cloud: Start Page

SAP Service Cloud: Overview

SAP Service Cloud: CTI-Integration

SAP Sales Cloud: Live Activity Center

SAP Sales Cloud: Ticket Analytics

What added value and functionalities does the SAP Service Cloud offer you?

SAP Field Service Management offers comprehensive functions for the daily challenges of your field service:

AI support ticket management

AI-assisted classification and assessment of your customer’s mood.

360-degree view of the customer

All offers, orders and other information about a contact are visible.

Automated routing

Automatic distribution of service tickets and support for processing service requests using templates.

Computer Telephony Integration (CTI)

CTI integration enables instant display of key customer information and automatic visibility of who is calling.

Analytics & reporting in real time

Access the most important key figures and KPIs of your customer service at any time at the touch of a button.

Social media integration

Customer support across all social networks, such as Facebook, Twitter, etc.

Knowledge database

A digital knowledge database is available to customer service staff, which can automatically suggest answers to service requests.

Viewing sales opportunities

New sales opportunities from cross-selling and up-selling are quickly passed on from customer service to sales

What are the benefits of SAP Service Cloud?

The SAP Service Cloud helps you to provide an excellent customer experience for both your prospects and existing customers. Whether the contact is by email, phone, website or even via a social network, your customer service staff can always keep track of what’s going on and provide the best customer service to the person they’re talking to.

Who doesn’t like to buy from a company that offers great customer service?

Customer service should not continue to be put in the back within the company in order to ’round off the portfolio’, but should finally be seen for what it is: another differentiator for customer acquisition and retention.

Customer service staff will also thank you for being able to provide information at any time with the help of SAP Service Cloud. At the same time, service employees are noticeably relieved and supported with the help of efficient service processes.

What is the difference between SAP Service Cloud and SAP Field Service Management?

SAP Service Cloud is a call centre solution based on a ticket system. It helps your customer service staff to process customer enquiries efficiently.

SAP Field Service Management is a solution for scheduling and executing the technical service field service. With the help of Field Service Management, service technicians and their required material can be optimally coordinated for assignments at the customer.

How we help clients

Digitalization & IT strategy consulting

  • Evaluation and definition of business & technical objectives in service
  • Process- und use case mapping
  • Definition of your use cases and process design for your service team
  • Gap analysis
  • Creation of user stories

Evaluation & conception​

  • Define service strategy for high quality service results
  • Further development of user stories to prioritize the implementation roadmap
  • Early involvement of key users to ensure acceptance of the processes and the system
  • Gain full transparency by breaking down tasks into smaller action items
  • Preparation of feasibility studies and preparation of mockups to represent the ‘look and feel’ of the future system

Implementation & training

  • Project management for a smooth go-live
  • Agile project approach
  • Agile realization and configuration of the relevant building blocks in sprints
  • Execution of the test phase and go-live
  • Train-the-trainer concept
  • Individual trainings

Why Camelot

Competitive pressure, comparable products, informed customers and their readiness to go elsewhere demand new sales approaches. This means turning analog customers into digital fans. As your technology partner, we support you in achieving exactly that with the smooth implementation of SAP CRM/ CX Suite. Take the leap and digitalize your sales department!

Award winning consultants​

Comprehensive consulting for your customer experience strategy from a single source: Our teams received the Best of Consulting Award from WirtschaftsWoche – and have SAP® Recognized Expertise for Germany in the area of SAP Cloud for Customer

Innovative & integrative system solutions​

With more than 25 years of experience in value chain management, we develop optimal, sustainable system architectures tailored to your needs across all business areas, and regularly release new innovations.​

Our industry expertise for your success​

Camelot’s general focus on the chemical industry, pharmaceuticals, life sciences, consumer goods and manufacturing has been expanded to include the healthcarelogistics, NGO and construction industries.

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Roberto Wahl, Camelot ITLab
Digital and smoothly functioning processes in the field service are a decisive factor in terms of service quality and hold the potential to anchor positive and sustainable customer experiences within the customer journey of its customers.

Roberto Wahl

Director Customer Experience

Expert for all SAP products in the SAP CX portfolio. His market and industry expertise comes from many years of planning and executing a wide variety of CRM initiatives for various companies from diverse industries.

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