Transform Customer Service with SAP and Infosys
Integrated Service Management for Enhanced Customer Experience
Service management is pivotal to customer experience and integrated service management is vital for the sustainable growth of any enterprise. Service scenarios in SAP can be enabled via solutions like SAP S/4HANA (customer service compatibility pack or service module), SAP Field Service Management (for field service), SAP Service Cloud (for front end service scenarios) and SAP Asset Management, to manage complex assets, installations, predictive maintenance and IOT. Service Management Software from SAP harmonizes front office and back-office functionalities, engineering a cohesive and future-ready service landscape. SAP S/4HANA connects the entire enterprise service management business processes across lines-of-business, enabling the organization to create new revenue streams, while protecting current business.
Leveraging SAP Solutions for Service Transformation
SAP S/4HANA Service provides a stable core in which the back-end processes run. The cloud applications, mainly SAP Service Cloud and SAP Field Service Management are built around this core.
SAP Service Cloud is designed to optimize service experiences by equipping service teams with the right tools for a unified view of all customer touchpoints. Its powerful case management and workflows streamline issue resolution, with a focus on self-service and simple service tasks.
SAP Field Service Management solution provides extensive capabilities to manage key field service processes, including demand planning, workforce scheduling and dispatching, notifying field technicians, crowdsourcing, performing analysis and reporting of field service operations. It empowers field technicians with on-the-go mobile tools for speedy issue resolution and improving customer satisfaction by providing a smooth service experience.
SAP Asset Management transforms asset management practices into fresh opportunities for operational excellence. It enhances maintenance activities by seamlessly planning, scheduling, and executing them with the help of streamlined and efficient processes powered by SAP S/4HANA.
This integrated approach enables organizations to manage complex service scenarios effectively and enhance customer satisfaction by providing a seamless and responsive service experience. For example, companies using SAP Field Service Management have reported a 25% reduction in service resolution times and a 15% increase in customer satisfaction scores.
While challenges such as integration complexity and change management may arise during implementation, SAP offers comprehensive support and training to ensure a smooth transition and optimal return on investment.
By employing these tools, enterprises can optimize their service operations, stay ahead of maintenance trends, and secure a forward-thinking service strategy.
Benefits of SAP Service Transformation with Infosys
Infosys can partner with your enterprise on your service transformation requirements as an expert to assess your service needs, make your service future-proof, and add value to your customers by digitizing the end-to-end processes.
Transform Your Customer Service Experience with SAP and Infosys – Contact Us Today for a Consultation!
