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How SAP can
to be faulty...
"...Provide high quality, cost-efficient servicing"
"Health" means making a difference in patients' lives
(Strategic goals source: annual report 2013)
Slow response on service requests
No view of customers' purchases from company
Inability to manage multi-channel engagement
Clean bill of health
Faster time to service with increased accuracy
Real time view of purchases with ease
Flexible interaction with "digitized"
1. Role-based access overview
2. Access Customer Service Rep. role
3. Main features elaboration
1. Identify customer & account
2. Record notes
3. Identify product for service
1. Input processing data
2. Categorize service request
3. Import notes
1. Find appropriate advice
2. Email solution for follow up
3. Review interaction
SERVICES CALL TIME
CALLS TENDED TO
SINGLE SOURCE OF TRUTH
Services time & cost,
8% Customer Satisfaction Increase
Streamlined Service processes,
12% lower cost
Integrated Service & Support
Advanced Integrated CRM
Mobile Sales Force Automation
Jeremy Leck, Life Saver.
SAP Solution Advisor