Lack of transparency and the slow processing of service requests inevitably lead to dissatisfied customers. This is because complaints always have the highest priority from the customer’s point of view. Often, however, the associated processes are only minimally automated and potentially error-prone.
Dissatisfaction with customer service, in turn, results in an increased willingness to change, which can lead to a loss of revenue. Not only through the change itself, but also through statements in social networks, a customer can contribute significantly to the company’s reputation being questioned in the long term. New customers are deterred, existing customers become insecure.
With the Process Package Complaint Management for SAP Service Cloud in SAP C/4HANA, IBsolution offers a fixed price package that takes on exactly this challenge. Customers receive a preconfigured process solution that takes into account the needs of both the end customer and the service personnel. Simple interfaces in SAP Fiori design enable the end customer to create tickets on his own responsibility, whose status can be checked and viewed at any time. In this way, the customer is always informed about the current status of complaint processing.
In the user interface, which is specially designed to meet the needs of service employees, they can easily process complaints and do not lose sight of the entire worklist. All necessary information about an inquiry in customer service can be recorded at a glance. This includes ticket master data as well as the corresponding communication with the customer and solution recommendations from a known error database. The control of other involved departments or service providers can also be optimized with the process package of IBsolution.
The Process Package Complaint Management for SAP Service Cloud is available for 49,900 EUR. An already installed SAP Service Cloud is required. Further information about this and other fixed price packages can be found here.