Koen has a great team of customer care agents at the office and a dedicated team of service technicians on the road. His service department is the point of contact for customer questions, aftercare and complaints. When Koen took over operations, he notices that complaint handling could run more smoothly. Customer care agents are bombarded with requests coming in via several channels. Phones are ringing, e-mails are pouring in and there is a constant need to reroute questions and to check about the status of specific complaints. Discover Koen’s main challenges:
Streamlining the complaint process
Koen has to tackle several pain points along the complaint handling flow. SAP Service Cloud allows him to capture all requests through several channels into one 360° view on the customer. That is especially important in B2B services, as several persons of the same company may introduce complaints about the same problem. To solve this, customer care agents need a holistic view on a company level.
Does your customer care agent have all the necessary data?
Are your customer care agents phoning daily to the financial department to ask about the latest invoicing status of accounts? Desk agents need a lot of detailed and specific info to solve complaints. What is the customer complaint history, is he a loyal customer and does he represent a lot of turnover? And not only that, Koen’s agents need all details about the job or product related to the service ticket. With SAP Service Cloud, there is a native link with SAP S/4HANA, enabling the solution to collect all data from other departments in real-time. It will save your team hours of phoning and enable them to react swiftly to customers.
Improving the first-time fix rate
SAP Customer Experience is also seamlessly integrated with the SAP Field Service Management that captures all the data related to field technicians. Working together with technicians and field engineers, exchanging info and making sure that their visits are well planned and well prepared, will improve your first-time fix rate dramatically. Resulting in less complaints and more time to service your customers.
The four personalities of customer centricity
This blog is dedicated to customer service. and is part of a sequel about the SAP Customer Experience Portfolio, looking at the solution from the perspective of four stakeholders.
Next to the challenges of a service agent, you may also want to discover the challenges of other stakeholders to streamline the customer journey: