
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