NSP C4S - Ticketing
SAP Cloud for Service Ticketing system
Improved Customer services
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Whether you are selling products or services, customer service is at the heart of success and customer retention
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In many scenario customers requires special attention and support, an efficient process must be set in place
Enhancing customer experience
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Easy handling of questions in the chat – no request will remain unanswered
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Make sure the customers know how important they are to you
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High quality responses ensured by seemless integration with MindTouch knowledge database
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Friendly communication – service provided in customer language by an agent from the same region
SAP C4S Ticketing system – an agile tool for your employees
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SAP C4S Ticketing system supports your employees in the efficient handling of service requests
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Use all the advantages of easily configurable SLA functionality
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Collect the latest data needed for reports and statistics
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Improve your offer and adapt it to the requests and needs reported in each region
General service request workflow
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Customer reports an issue by the communication channel of his choice
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Using standard SLA funcionality, client is assigned to the appropriate consultant in the first line of support
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If the consultant is unable to help the customer, his/her request is forwarded to the specialist in the second line of support
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If the customer’s case is more demanding, his/her service request goes to the third line of support
SCENARIO I – Customer perspective – chat
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A customer can submit a question, complaint, or comments via chat
Chat – view
Example of a conversation between a customer and a Service Agent on the chat
SCENARIO II – Customer perspective – web form
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The second form of reporting a problem is filling in the proper form available on the website
Web form
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Reporting an issue and filling data in the web form
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Email confirmation that the service request has been created in the SAP C4S system
SAP C4S Ticketing system – Benefits for your customer
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Easy reporting of a problem and issue or asking a question
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Quick response to urgent notifications
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Predictable wait time for the resolution of the request
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Request confirmation via E-mail submitted by web form
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Response and assistance of an agent in the customer’s region and his language
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Individual approach tailored to the customer’s needs
SCENARIO III – Service Agent perspective
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Seamless requests resolving process using C4S Ticketing system (Solution accepted)
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Customer reports an issue on the chat
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Service Agent accepts the chat and picks from the queue
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If customers data doesn’t exist on the system, Service Agent provides it
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Service Request is created in the system
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Service Agent can use answers provided in the knowledge base (MindTouch)
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Resolution is proposed to the customer
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Customer accepts the solution, Chat is closed and Service Request is completed.
Chat – view
SAP C4S Ticketing system – Agent panel – all the necessary data in one place – tabs examples
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Overview – most important informations on single tab
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Interactions – entire conversation with customer in one place
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Surveys – easily configurable surveys for your needs
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Survey answers – answers to completed surverys
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Attachments – images attached to service request
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Notes – internal comments
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Changes – access to ticket history
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Involved Parties – the people involved to solve the problem
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Sub-tickets – follow ups to main tickets
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Products – affected products
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MindTouch – easy access knowledge base
SLA (Service Level Agreement)
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Ticket Priority – determining the urgency of the service request
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Due dates – determining how much time is needed to resolve the ticket according to the set priority
Routing Rules
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After providing Country in a webform, the service team is assigned from the same country
Address validation Tool
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Great customer data quality
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Reduced mistakes during data entry
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Improved communication with customers
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Maximum accuracy in profiling customers
SAP C4S – Service Request Overview Panel
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Service tickets tabs, fields and sections can be visible or not depends on Service Agents needs – it is easy to customize
Address validation tool on Individual Customer Creation
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Under Action Dropdown Service Agent should choose Validate Address option.
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Individual Customer data has been updated.
Translation Tool
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Improve translation efficiency
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Better collaboration among hybrid teams
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Under Action Dropdown Service Agent click on Translate and ticket description is translated.
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The result of text translation on Service Request.
SAP C4S Ticketing system – MindTouch – Knowledge database
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Easy access to knowledge database
Surveys
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Email with survey link can be sent to the customer
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Customer fills in the survey
Survey answers
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Possibility for Service Agent to check answers to surveys which has been sent to customer
Prosta 20
00-850 Warsaw, Poland
Starokrakowska 133
26-600 Radom, Poland
7154 Wainscott Court
Sarasota Florida 34238, USA
+48 604 279 798
contact@nsp.biz.pl