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Author's profile photo Former Member

A Day in the Life of a Service Organization: Winning Customer Service in the age of Social Media

Customer Service is one of the most important functions in a company.  Not only do Customer Support organizations have to deal with digitally connected, socially networked, better informed, and more demanding customers, but other departments in an organization depend on information they gather.   For example, Sales needs to know what’s going on with a customer to help them close deals.   Marketing needs to know what products customers are buying
so they can design the appropriate campaigns to attract new customers as well as upsell to existing customers.   Product development needs to understand issues that customers are facing so they can make improvements. 


Sixty-six percent of consumers will spend more with companies who provide excellent service (source: American Express, 2012 Customer Service Barometer) so it’s imperative to delight your customers in every interaction.  Not only can SAP help companies solve issues faster and smarter through our Customer Service applications that leverage collaboration and social media, but because SAP has a 360 degree view of  the customer and end-to-end view of a company’s business processes, we can help streamline service operations, increase service profitability, and help companies make sense of all the valuable customer data they collect. 

Only SAP can help companies deliver the ‘wow’ customer experience to differentiate themselves and drive customer loyalty.  Watch this video to learn how SAP can help your organization serve your customers better.  We walk you through a Day in the Life of a Service Organization using the power of SAP to resolve a customer issue and win the hearts and minds of their customers in the age of Social Media:

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      Author's profile photo Jelena Perfiljeva
      Jelena Perfiljeva

      Reshma, I am sorry but this just looks like another obvious SAP self-promotional post that reminds of the Underpants Gnomes with their famous business plan:

      Phase 1 - Collect Underpants

      Phase 2 - ?

      Phase 3 - Profit.

      As a technical person, perhaps my vision is limited, but such posts have little value if they're missing "phase 2", i.e. at least the basic information on what tools are used exactly by this hypothetical "organization" and at what cost.

      Also it seems rather confusing that SAP heavily invests in all the bells and whistles yet at the same time does not deliver basic sales reports in the core SD module. E.g. every company needs an order status report (is it delivered? invoiced?), but other than looking at the document flow for each single line item individually, such information is not available. Of course we can develop our own reports (and every SAP customer does, I'm sure), but it worries me that SAP seem to be getting further out of touch with basic needs of their customers.

      Thank you.

      Author's profile photo Former Member
      Former Member


      Thanks for the nice overview video. For someone like me, who grew up with ERP and grew into CRM it is very interesting to see what has become possible in the world of customer relationship management. Looking at the way my kids communicate with the world around them, I can clearly see how the integration of social media into customer service processes will be beneficial to both - customer and company.