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Author's profile photo Thomas Hensel

Improving Customer Service Experience at SuccessFactors with new Cloud-based Support Portal

Delivering exceptional customer service experience is among the top priorities of successful enterprises in order to differentiate from the competition.

Imagine your company is growing and going well with hundreds or even thousands of customers across the globe. In order to address urgent requests and questions by your clients, your service organization provides 24/7 support around the clock. As a modern, innovative company you would like to offer users various channels of communication with your support team – not just phone or email but also a web-based support website.

Analysts such as Forrester see intuitive self-services and a consistent, cross-channel service experience amongst the key trends for customer service in 2014.

How can you improve the service experience for your customers? How can you offer intuitive self-services and a community-based knowledge base? What can you learn from other companies with successful support portals?

New cloud-based Support Portal at SuccessFactors

Today I am excited to share first information and insights from recent go-live of the new Cloud Support Portal at SuccessFactors. More than 4.500 customers worldwide use this support website to centrally check for advice, find solutions or contact a support expert.


    (Home page of new Cloud Support Portal)

The new support portal successfully went live beginning of December 2013 powered by SAP Cloud for Service – Self-Service Support Portal. Since then more and more users have been experiencing the new support site. They highly appreciate the new intuitive user interface for monitoring their open tickets or engaging with the support agents for quick help.

The support site is delivered as a cloud-based solution, thus the service organization can now fully concentrate on introducing additional convenient self-services and improving the customer experience! The times are gone when they had to spent enormous time dealing with the system landscape and operations of the server infrastructure behind the scenes. In contrary – nowadays they immediately benefit from the regular functional updates and enhancements of the “SAP Cloud for Service” and “SAP HANA Cloud Portal” solutions.

Showcase and further information

I recommend reading the showcase documentSuccessFactors improves customer service experience with a new self-service support portal” and solution overview SAP Cloud for Service – Self-Service Support Portal for further details.

In the coming weeks I am planning to release further blogs with additional information and customer feedback as well as lessons learned from the project.

Stay tuned…


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      Author's profile photo Former Member
      Former Member

      Great article Thomas!

      In Product Support, which was redesigned in February, has leveraged the exceptional design qualities of the Support Portal you've highlighted, including action-case tiles & general look and feel. Because of this shared design theory, customers have a consistent and intuitive experience wherever they choose to interact with Support.

      Here's more information: SuccessFactors Q1 2014 Release: How Support Embraced the Cloud With In Product Support


      Jordan Hodgson

      SAP Customer Experience

      Author's profile photo Eduardo Gironas
      Eduardo Gironas

      I tested it, it is really fast!!

      You practice what you preach.