C4C Service Solution Package

SAP C/4HANA Cloud

Key highlights of the solution

Pre-packaged solution for Service Cloud is a comprehensive customer service and field service solutions that offer a consistent experience across all channels, access complete and contextual customer information, and gain real-time insight into call centre performance and field service management.

The strong Service Analytics embedded with Service cloud comes with real-time dashboard reporting capability, which enables Call Centre and field service Management to take faster decision based on ongoing service activities.

Business Challenges

  • Visibility of Complete Customer details
  • Separate offline Solution Repositary for first level resolution
  • High Turn Around time for Service Ticket Closures
  • Multiple followup from Customer and Challenges in Collaborating with Various Teams
  • Team Alignment (Territory Management) and Ticket Routing
  • Lack of Visibility on End to End Field Activity
  • Lack of On Demand Analytics for faster decision making

Scope & Deliverables

  • Collaboration (Feeds, Group, Shelf)
  • Account and Contact Management
  • Interaction Management
  • Presence and Skills
  • Routing
  • Service Tickets, Service Analytics
  • Queue Management
  • Service Level Agreement
  • Mobility
  • Out of the box Analytics
  • Security ( Role Based Authorizations)
  • Number of Country - 1
  • Leads, Quotes, Orders, Install base

Benefits

  • Reduce the Cost of Customer Interactions by up to 20%
  • Improve Average First Call Resolution Rate by up to 10%
  • Up to 15% improvement in closure of customer concern
  • Improve Customer Satisfaction (NPS) by 5% to 10%
  • Improvement in service cycle by 10% to 15 %
  • 5% to 10% improvement in SLA complaince
  • Increase the efficiency of Field Force by 20 % on average
  • Reduction of information loss by 15% to 20 %
  • Increase overall Revenue by 8% to 12 %

Package Information

Total Implementation Time: 4 weeks & 1 week Post Go-Live Support Additional Pricing: * Package pricing in exclusive of all Add-ons and logistics cost, if any (Add-Ons: Onsite Support, Integration cost & timelines, Historical Data Migration, Non-Standard Development Etc.)

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