Apart from the ordered product itself, additional factors such as completeness of delivery, appropriateness of packaging and, in particular, delivery time are among the decisive aspects that determine whether the supplier is considered for a follow-up purchase or falls through cracks. If there are delays in the delivery process, customer service staff should be able to check the order status directly and obtain an overview of individual delivery components. Transparency in service is essential in order to be able to inform customers adequately and proactively and to be able to provide information in the event of queries. In the following, you will gain insights into how the SAP Service Cloud in connection with the parcelLab integration for the SAP Service Cloud can lead to increased transparency, information capability and more efficient processes in the service.

Where is my parcel? As a customer you have certainly asked yourself this many times. This is accompanied by the question of whether the customer service provided can meet your own expectations?

With this experience, you should already be able to understand that your customers deserve to receive the best possible customer service. After sale is just as important as pre-sale!

Responsiveness in Service and Delivery Time as a Requirement for Customer Loyalty

And in order to provide your customers with the best possible customer experience, it is also important that your customer service is always able to provide transparent information regarding the current delivery status of your shipped goods.

We all know the following scenario – whether in the B2B or B2C environment: goods are ordered, then shipped and then we wait for delivery as soon as possible.

It may happen that an order consists of several deliveries, i.e. partial deliveries. This can depend on many factors, such as the product availability of the individual components, the weight, the transport route or other influences.

If a long-awaited delivery does not arrive or is incomplete, the customer reaches out to the seller’s customer service. This is usually done either by contact form, e-mail or by direct phone call.

Ultimately, the customer enquiry ends up in the customer service department, which in our scenario works with the SAP Service Cloud.

Visibility of Detailed Supply Components to Increase Transparency

With the Camelot parcelLab Integration for SAP Service Cloud, which is seamlessly integrated into the SAP Service Cloud, the customer service staff can now directly view the status of the order or its individual delivery components or parcels in order to be able to provide qualified information immediately.

In case of a call, the parcelLab Integration is also directly embedded in the Live Activity Centre of the SAP Service Cloud and customer requests regarding order and delivery information can be answered directly from within the service ticket.

Shipment details within Live-Activity-Center of SAP Service Cloud
Figure 1: Shipment details within Live-Activity-Center of SAP Service Cloud

Queries about the delivery status can be made by means of the order number, the tracking ID or also via the e-mail address of your customer.

Alternatively, if a service ticket has already been (automatically) created in the system for the corresponding customer enquiry, our parcelLab Integration is also directly integrated in the service ticket.

parcelLab Integration within SAP Service Ticket
Figure 2: parcelLab Integration within SAP Service Ticket

Increased Efficiency in Customer Service by Bundling Order Information With Delivery Status

Your customer service will work more efficiently, and your customer’s loyalty will increase by having an excellent customer experience.

For more information about the parcelLab Integration for SAP Service Cloud, visit the SAP Store. If you have any further questions or would like to receive a live demo on the system, you are welcome to reach out to us.

SAP S/4: Study on Transformation

The study "Expectations on S/4HANA in 2022" by techconsult and CamelotITLab shows possible painpoints in any migration and how they can be avoided. With data from 200 companies in Germany.

Download the complete study

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