Cutting Edge Customer Service


Learn how  TPC revolutionized a Manufactured Goods Leader customer experience with SAP Service Cloud.

Case Study: SAP Service Cloud Implementation

While the digital era gives retailers and manufacturers access to larger global markets it also is creating fiercer competition and increased pressure to become more customer centric and outcome driven.

Manufacturers with both B2B and B2C revenue models are always looking for the best digital strategies to improve their consumer’s experience.

 

Principal Consulting leveraged SAP’s Service Cloud to deploy a solution capable of exceeding the level of service companies need to provide, and additionally capable of raising the bar through agent monitoring, intelligent analytics and effective quality assurance.

INDUSTRY

Manufactured 
Goods

SCOPE

Create one experience for the sales executive working within SAP Sales Cloud when creating a quote using SAP/Callidus CPQ

SCOPE

Solution Design

Implementation

Extensions & Integrations

PRODUCTS

SAP Service Cloud

TPC HIGHLIGHTS

THE CHALLENGE

Improve the "customer experience" for the company's consumers utilizing innovative digital solutions that would scale with the business. The "Manufactured Goods Company" needed to replace a decade old, heavily customized and complex, SAP R/3 ECC based contact management solution. The design and implementation needed to deliver a single screen experience for contact agents using customized information from multiple systems.

RESULTS

  • A comprehensive, well integrated cloud solution that provides a single work-space for agents

  • Strengthened by SAP’s robust Knowledge Management solution, MindTouch, allowing agents to have documents and how-to-articles at their ready

  • Within the proposed duration and budget, our customer began utilizing a world class platform to support its consumer service processes, delivering an outstanding customer experience.

  • Internal handover time between customer-facing service teams and the back office was drastically reduced.

  • Further, insight gained from data captured in the service process enables our customer to continuously improve its products and services.

Key Project Details

PROCESSES IMPLEMENTED

  • Ticket Process: Contact Center, Claims Processing, Field Issues

  • Registered Products Management

  • Telephone Integration

  • Email Integration for automatic Service Ticket creation

MASTER & TRANSACTIONAL DATA

  • Master Data: Consumer Master Data

  • Registered Products

  • Consumer Service Ticket

  • Claims Ticket

  • Field Issue Ticket

INTEGRATION & DATA MIGRATION

  • C4C ⟷ SAP ECC 

  • C4C ⟷ SAP CRM

  • C4C ⟷ BW

  • Consumer Data migration

  • Material Master Records

  • Registered Products

KEY OBJECTIVES
FOR DEPLOYMENT
INCLUDED:

5

  1. Ability to manage the complexity of multiple brands/products

     

  2. A reduction in contact volume via self-service and knowledge management

     

  3. A reduction in the average handling time by < 60 seconds while increasing support quality

     

  4. A reduction in training time

     

  5. Metrics to analyze interactions

Ready to Transform Your Customer
Service Experience?

Since 2004, Principal Consulting has helped literally hundreds of Fortune 1000 companies take advantage of innovative technologies.

Principal Consulting regularly designs and deploys world-class Digital Solutions, focusing on Enterprise Integrations, Advanced Analytics, and smart technologies for the Intelligent Enterprise, with an unmatched expertise for solutions developed to transform Commercial Operations and Customer Experience. (S4/HANA, C4/HANA, Sales, Service, Marketing, Commerce, & more)

We are here to help guide you on your digital journey. Reach out today for a complimentary discovery session.

Schedule a complimentary consultation today!

TRUSTED BY THE BEST

WHAT PEOPLE SAY

"We have welcomed our long standing relationship with TPC for many reasons, but mainly because they continue to impress us each and every day."

 

—  IS Executive, Fortune 1000 Manufacturing Company

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