Does this sound familiar? You get a call from a customer who is having issues with a product they purchased from you. Naturally, you want to resolve the issue as quickly and as efficiently as possible. However, it can get quite difficult to find the right contact or the related products and spare parts.
The solution: SAP Hybris* Cloud for Customer (C4C)
The CTI interface in C4C allows you to take the call directly in the system and automatically identify the caller by their number. In the Live Activity Center, you can enter notes right away and turn them into a new ticket. If the customer can give you the serial ID of their product, the system will even be able to retrieve any related service contracts with the corresponding SLAs, enabling you to ensure that an A customer will be prioritized according to the agreed response time. You can also choose to automatically add tasks and surveys to the ticket to optimally support the ticket owner in processing it.
It provides a structured approach to entering root causes and solutions, allowing for an in-depth analysis of your tickets at any subsequent time. From this, you can gain insights as to whether a customer’s service contract reflects their needs, whether you should increase their service frequency, or whether there is room for quality improvements in the products.
A built-in knowledge base makes it quick and easy to retrieve and apply past solutions. Ticket owners can search articles stored in the system and directly attach them to their response email to the customer.
Faster solutions: with service technicians and the built-in Resource Scheduler
If there is no way to remotely address the issue, you can dispatch service technicians to provide support or perform repairs at the customer’s location. The built-in Resource Scheduler lets you conveniently schedule your technicians using drag and drop. All you need to do is allocate a repair quota from the list of allowed services. These are already stored alongside the contract, eliminating the need to add any more information regarding coverage, warranties, or settlements.
As a result, an appointment is scheduled in the technician’s C4C calendar and synched with their built-in groupware tool, e.g. Outlook. And with the workload overview, you can also ensure that scheduling is effective and prompt.
Your service technicians’ assignments are directly linked to the ticket and with it to all other relevant information such as customer, problem description, and even installation point of the equipment. On the day of the assignment, technicians can rely on their mobile device to navigate them to the correct address at the tap of a button. And while on the job, they can document their work through voice messages even while offline, add any necessary spare parts, and have them billed. When everything is finished, they can set the status to closed.
As soon as they go back online, the ticket is updated accordingly to also keep your back office up to date.
As you can see, leveraging a system like SAP Hybris Service Cloud can really help you support and optimize your customer service operations. We wish you much success in implementing your processes and will be happy to assist if you have any questions.
*Note: The name of the SAP Hybris suite was changed to SAP C/4HANA in June 2018. For further information please visit the SAP website.