3. Why Focus On Customer Service, And Why Now?
86%of customer service
decision-makers say
that a good customer
experience is one of
their strategic priorities.
63%say they want their
customer experience
to be the best in their
industry.
excellent
good
≠
29%
6% 11%
36%
18%
Only
35%of brands provide a
positive customer
experience
Only
30%of companies have
dedicated budget for
customer experience
initiatives
Source: Forrester, 2011
5. Today’s Customer Service Has To Master Multiple
Challenges
Service Agent
Customer
• Wants great choice in the way
support can be reached
• Expects customer service to
be always one step ahead
• Faces rising complexity to serve
customers
• Needs access to relevant information
to solve case quickly
• Needs to know complete
context and history
Service Manager
• Needs insight into service
center performance and
customer satisfaction
• Requires mobile access
8. SAP Service OnDemand
Designed to WOW the Customer, Agent and Manager
Intuitive Flow
• Multi-channel service ticketing
• E-Mail response management
• Routing and escalation rules
User Experience
• Extensibility & Integration
Solution Finder
• Integration with existing
knowledge base
• Context-sensitive
recommendations
• Easily share content with
customers
Collaboration
• Contextual social collaboration
with integrated feed
Analytics
• Real-time service performance with pre-
built dashboards
• Embedded reports response times,
handle times, priority and escalation
trends
Mobility
• Manage service requests on iPad –
anytime, anywhere
Integration
• Native integration with SAP
ERP and SAP CRM
• Open API
20. SAP provides the flexibility to tailor Customer OnDemand
to meet your business needs
• Partner/Customer
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Packaged and delivered
to multiple customers
• Customer Specific
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Specific to customer
• Key User Extensibility
- Custom Fields and Facets
- Mashups
- New Reports/Views
• Integrations
- Open APIs
- SAP Customer OnDemand
Cloud Integration option
22. Only SAP delivers everything you need for 21st century
customer engagement
Easy
SAP Customer OnDemand Complete
Mobility
SAP Cloud for Sales SAP Cloud for Social Engagement
SAP Cloud for Service
SAP Social Media
Analytics by Netbase
Connected
Open Platform
Cloud Integration
SAP Business Suite
ERP CRM
Cost Effective