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SAP Service OnDemand


Service OnDemand, is one of the front-runner CRM application for Large Enterprise OnDemand. It is a new and dynamic product for customer service professionals to resolve customer issues via Social Media (Facebook, Twitter…), Email, Chat and Phone channels. The product includes unique features like Social Monitoring & Analysis, Enhanced Customer Profile with Social Data, Contextual content to help agents solve customers’ issues and Collaboration without Boundaries.

Intuitive Service Ticketing Solution across Multiple Channels

Features and Benefits

  • Multi-channel service ticketing offers unified agent experience across e-mail, web, chat, phone
  • E-mail response management captures complete conversation history at one single place and maximizes agent efficiency
  • Routing and escalation rules ensure that cases are always handled by the right person

In-Context Social Collaboration Across Your Enterprise

Features and Benefits

  • Use integrated Feed for instant, efficient collaboration across your entire enterprise
  • Crowdsource and share service best practices, relevant information in context of accounts and service requests
  • Plan and prepare for customer interactions more effectively
  • Connect with the extended team including sales staff who are on the road with support for mobile devices
  • Share relevant knowledge to support resolution efforts

Solution Finder with Knowledge Base Integration

Features and Benefits

  • Leverage existing knowledge base content to respond intelligently and consistently in real-time
  • Increase productivity with automatic recommendations within embedded UI placement
  • Take advantage of the collective team memory by surfacing similar tickets
  • Easily share content with customers

Insightful Service Analytics

Features and Benefits

  • Track real-time service performance with pre-built dashboards
  • Readily use embedded reports to track response times, handle times, priority and escalation trends
  • Dig deeper into data using Microsoft Excel add-in
  • Gain greater insight through integrated access to analyses done with SAP Business Warehouse

Personalization and Productivity

Features and Benefits

  • Drive rapid adoption via consumer-grade user experience
  • Access all information you need quickly–available at a glance via Feed, Search, People, Navigation
  • Improve efficiency with quick-create and short-cut capabilities
  • Use the Shelf to quickly find personalized tagged and flagged items
  • Tailor experience to fit your service agents’ needs with easy to implement field extensibility and re-labeling
  • Run in your local language (English, German, French, Spanish, Portuguese and Italian supported)

Native SAP ERP Integration

Features and Benefits

  • Provides additional context about customer such as Recent Orders
  • Synchronization of master data (customers, contacts, products) ensures consistency

Task Management and Productivity

Features and Benefits

  • Easily assign and track activities required to get to resolution
  • Increase productivity with convenient access to Service OnDemand customer information and productivity features within Outlook
  • Automatically sync tasks bi-directionally – no double data entry

Support for Survey Integration

Features and Benefits

  • Understand customer impact with available APIs for integrating third part survey functionality with automation and formatted templates emails
  • Realize full flexibility for survey triggers via Customer OnDemand Studio

Support for Multiple Communication Channels

Features and Benefits

  • Available partner chat to facilitate real-time customer interactions with automatic transcription.
  • Available portal API to empower customers with self-serve system access while reducing cost to serve.

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For ERP Solution

The range of services include software license sale, implementation services which includes training and support on the ERP solutions