Link to printed page: http://en.sycor-group/sycor-americas/sap/e-commerce/sap-hybris-cloud-for-service/
Printed on date: 9/23/17

SAP Hybris Cloud for Service

With SAP Hybris Cloud for Service, you put the full flexibility, performance and speed of the cloud to use as a whole new basis for your customer service. As your partner, we will help you achieve this.

SAP Hybris Cloud for Service

Sycor: We implement SAP Hybris Cloud for Service in your company!

SAP Hybris Cloud for Service is a major benefit for your customers, employees and managers in service: With the full performance of the cloud, you improve your processes, open up several service channels for your customers with consistently high service quality and make everyday work easier for your employees. Take your service to a new level! You can adapt SAP Hybris Cloud for Service to your requirements: With forwarding and escalation rules, you ensure that all processes are handled by the right person and define response times or automated confirmations. All customer and service tickets are converged and processed in one interface with SAP Hybris Cloud for Service, regardless of the communication channel they come in on: e-mail, web forms, chat applications, telephone or social media, for example Twitter or Facebook. This means your customers see a consistent image of your company and offerings. In addition, you can give your customers full control and consistently current information about service performance with self-service support portals in your corporate design.

Fast processing – high service quality

Not only does the handling of all tickets in a single interface ensure short processing times: Access to comprehensive customer information up to the minute is crucial in helping your employees work more efficiently. The integration of SAP Hybris Cloud for Service with ERP provides insight into the entire customer history, including the most recent orders and payment data. The synchronization of master data ensures the consistency of customer, contact and product information. With functions familiar from social networks, SAP Hybris Cloud for Service further improves efficiency: The collective know-how of all employees in service and other departments with customer contact is available and accessible to everyone. Context-specific information is exchanged, best practices can be determined and solutions to problems found through teamwork. Thanks to mobile use on laptops, tablets and smart phones (also with free apps), there are virtually no limits on collaboration. With the integration of your existing knowledge base – or the SAP knowledge base – you boost the productivity of your service staff even more. You make information about similar tickets available to them and the system provides automatic recommended solutions to problems. Customers experience the efficient handling of their inquiries – which improves their satisfaction. With SAP Hybris Cloud for Service, you turn customers into advocates for your company and boost customer loyalty.

Service analysis in real time

With informative analyses and user-friendly, preconfigured dashboards, you can see the performance data for your service teams in real time: Keep an eye on response and processing times, priorities and escalation trends. Detailed evaluations are available with an add-on for Microsoft Excel or through SAP Business Warehouse analyses.

SAP Hybris Cloud for Service – your benefits:

  • Consistently high service quality for all interaction channels (e-mail, telephone, chat, social media)
  • Central ticket processing in one interface
  • Faster processes in service
  • Enhanced customer satisfaction
  • Modeling your processes and requirements
  • Access to comprehensive information identical for all employees
  • Using the collective knowledge of all employees
  • Option to integrate existing knowledge bases – or the SAP knowledge base
  • Straightforward cooperation and exchange of knowledge
  • Mobile availability on common devices
  • Link to the central ERP system
  • Reliable performance figures through integrated analysis tools
  • Self-service support portals for customers

For questions, further information, or to discuss your company's needs, please don't hesitate to contact us. We'd be happy to advise you in detail!

John Bertolino

Contact

John Bertolino

Sales & Marketing Director

Phone +1 412 788 9494

john.bertolino@sycoramericas.com

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