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Innovate with Customer and Operator Experience to improve the installation process (Blog 1/2)

Introduction: Delivery issues can be very impactful on repurchase rate and customer retention. Identifying critical delays and reacting when problems happen is not automated. The blog will showcase how we can gather post-installation feedback from the Customer as well as from the Operator in Qualtrics and trigger appropriate action in SAP Sales/Service Cloud. CX and EX (Employee Experience) go hand in hand. By analyzing the X and O-Data, we can use Customer and Operator Experience to improve the delivery and installation process, as well as to identify potential customer defections. This shows the value of combining CX and EX, with a storyline starting from SAP S/4HANA, running through SAP Field Service Management (FSM), Qualtrics, and SAP Sales/Service Cloud.

Key Business Benefits include:

  • Increased service productivity
  • Increased CSAT
  • Reduced Customer Onboarding & Service Costs

The blog is divided into two parts:
1. High-level Process flow
2. Process touchpoints in detail

The Process flow starts with Service Order creation in S/4HANA.

 

We have also released a bot that automates the export of XM scores from Qualtrics to SAP Sales/Service Cloud. This bot uses a screen scraping methodology to capture the XM scores like CSAT, NPS & Satisfaction and push them to SAP Sales/Service Cloud. The below link will provide more details on the bot:
SAP Intelligent Robotic Process Automation Store (ondemand.com)

The next blog talks about the end-to-end process flow between SAP S/4HANA, SAP FSM, Qualtrics, and SAP Sales/Service Cloud.

https://blogs.sap.com/2021/05/05/innovate-with-customer-and-operator-experience-to-improve-the-installation-process-blog-2-2

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