EN




EN
Illustration
Anna Bondarenko
SAP CX Consultant

SAP Sales Cloud and SAP Service Cloud: Your Keys to Success in Modern Business 

Welcome to the first article in our series on CRM systems. We have prepared a series of articles to help you better understand how SAP Sales Cloud and SAP Service Cloud can become your reliable business assistants.

In the modern business landscape, CRM systems are essential for company success. They enable a deeper understanding of customers, provide relevant products and services, and ensure quick responses to customer inquiries. Without automating business processes, Companies risk losing competitive advantages, and customers may switch to competitors. SAP Sales Cloud and SAP Service Cloud solutions are part of the SAP Customer Experience ecosystem, which helps businesses reach new heights and stay at the forefront of modern technology.

Comprehensive use of SAP Sales Cloud and SAP Service Cloud allows you to manage customer relationships throughout their lifecycle, covering communication, sales and customer service. Let's look at the main advantages of these solutions. 

 SAP Sales Cloud

  • Illustration

    Digitization of the sales process:

    Provide your team with a modern tool for analyzing customer needs and closing deals, where the system provides recommendations on the next steps and stages in working with the customer. 

  • Illustration

    Mobile selling:

    Work from anywhere with adaptive versions available for different types of devices. якого місця - доступні адаптивні версії для різних типів пристроїв. 

  • Illustration

    Intelligent sales:

    Artificial intelligence simplifies sales processes and forecasting, increasing revenues and the likelihood of closing deals. Built-in AI can analyze sales history and highlight the most promising customers and deals. 

  • Illustration

    Retail execution and field sales: 

    The system provides tools for planning visits, task execution, and surveys, as well as AI recommendations. Visit planning can help optimize sales representatives' routes, reducing transportation costs, standardizing visit execution, and providing analytics on product and customer checks. 

  • Illustration

    Sales analytics: 

    Easy creation of dashboards and metrics that provide online analytics. For example, dashboards and reports can show various data: from the current sales plan to which products are most in demand in different regions. Key metrics can also be displayed as widgets on mobile devices. 

Illustration
Illustration

AP Service Cloud

  • Illustration

    Omnichannel service: 

    Personalized service through various communication channels (chat, email, messenger, social networks, or phone). 

  • Illustration

    Intelligent service:

     Artificial intelligence increases productivity, reduces costs, and improves customer satisfaction. It can automatically classify and prioritize customer requests or verify specialist responses. 

  • Illustration

    Case designer and case management: 

    Automated workflows can help quickly redirect cases to the appropriate specialists, provide recommendations and sequence actions. 

  • Illustration

    Service maintenance and utilities: 

    The system supports billing processes, creating service contracts, planning and executing equipment maintenance. 

  • Illustration

    Agent Experience:

    Quick access to information and insights improves the level of request processing from the first customer contact. Features like a knowledge base allow agents to quickly find answers to customer requests and see the history. 

Illustration

Overall, Sales Cloud and Service Cloud are separately licensed solutions, but we recommend implementing them together. This combination is effective for business as it provides a holistic view of the customer, improves interaction between departments, automates sales and subsequent service processes, increases customer satisfaction, efficiently manages data, and reduces costs. The sales team can see the status of service requests, and service agents can see sales details, ensuring quick interaction and problem resolution for customers. Centralized data storage reduces the risk of errors and duplicates, provides accurate analytics, and using a single platform reduces support and integration costs, simplifies employee training, and overall reduces IT system maintenance costs. 

Illustration
Illustration

Implementing cloud solutions like SAP Sales Cloud and SAP Service Cloud offers numerous benefits to businesses: 

    Process transparency and increased efficiency: Automating processes provides businesses with a real-time online view of their operations and customer interactions, while also standardizing team workflows. Managers can track sales and customer service metrics in real-time. New employees see the next steps for successfully closing a deal. 
    Improved customer interaction: Intelligent features and analytics help better understand customer needs and provide personalized services. Analytics can show which products are of most interest to customers to offer them relevant proposals. 
    Increased revenues: Optimizing sales and service processes contributes to increased revenues and customer loyalty. Quickly resolving customer issues can increase the likelihood of repeat purchases. 
    Speed of implementation and scaling: Thanks to the ability to quickly deploy the system and start using it immediately, businesses reduce implementation time and quickly gain benefits. The systems have an intuitive interface and adaptable settings. You can use not only ready-made business process templates but also customize the system to meet your specific business requirements. Data migration from other systems is seamless thanks to built-in integration and data transfer tools. This allows you to maintain data integrity, ensure uninterrupted business operations, and reduce integration costs. Integrating with SAP products is easy because pre-configured templates and detailed documentation are already available for all migrations. 
    Integration with non-SAP systems: Your team can collaborate with customers and internal teams through integrations with MS Outlook, MS Teams, and other systems using ready-made services. All communications will be recorded within the system objects. 
    Security, performance, and system support: SAP offers 24/7 support to ensure continuous system operation and quick issue resolution. Businesses don't need to worry about their infrastructure capabilities, as SAP handles system performance and data processing. This enables the processing of large data volumes and supports complex business processes. Additionally, a high level of data security is guaranteed, protecting against unauthorized access and data loss. 
    GROW with SAP: Using multiple cloud solutions together, such as SAP Cloud ERP and SAP Sales Cloud and/or SAP Service Cloud, provides more opportunities for business through a single common business process. Cloud solutions are not only a modern trend. They offer online capabilities to work with documents from another system in "embedded" windows of another system. For example, viewing financial and logistics analytics of a customer is possible from Cloud ERP directly in the Sales Cloud window. Also, when implementing SAP Cloud ERP, customers are immediately provided with licenses to work in Sales Cloud. 

Implementing SAP Sales Cloud and SAP Service Cloud solutions is not just about process automation. It’s essential for businesses to achieve process transparency, gain a comprehensive digital view of their operations and customers, and effectively respond to market challenges. 

And this is just the beginning! 
In the following articles, we will cover topics such as: ● Key sales functions, visit execution, lead management and forecasting ● Key service functions and service processes ● Analytics and reporting ● Integration capabilities  ● AI features ● Implementation details and architecture 
Don't miss our next articles!

We are a Ukrainian consulting company specializing in the implementation of SAP and other IT solutions for businesses.

Services

Contact us

36D Yevhena Konovaltsia St, Kyiv, 01133+380 (99) 036 48 04

We are a Ukrainian consulting company specializing in the implementation of SAP and other IT solutions for businesses.

Services

Contact us

36D Yevhena Konovaltsia St, Kyiv, 01133+380 (99) 036 48 04

Made with