"80% of businesses believe they provide excellent customer service, but only 8% of customers agree." - Forbes - "By 2020, the demand for an ...
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“80% of businesses believe
they provide excellent
customer service, but only 8%
of customers agree.” – Forbes
“By 2020, the demand for
an omnichannel customer
experience will be amplified
by the need for nearly
perfect execution.”
– PricewaterhouseCoopers
Reimagined Service Execution and Customer Experience
Service Innovation using
ECENTA’s Omni-channel Service offering for SAP ERP Customer
Service (CS) Customers
Back office Service Operations Reimaged for
Customer Engagement
Industry challenges: Though existing SAP-CS customers For this customer base, there needs to be a
utilizing Service related functions such as Service strategy that gets brings new omni-channel
Orders, Service Notification, Maintenance Plans customer engagement and field service
achieve operational efficiency for specific back office capabilities that work with existing SAP-CS
tasks, new opportunities from a strategic perspective investments.
are too large to ignore related to Customer
Engagement and translating Service into Sales. Often a “let’s build a mobile app for field service”
approach falls short in that this is still centered
Prior large investments in SAP-CS and downstream around internal operations. Execution today
dependencies give executives pause for “switch and needs to focus on the customer experience and
replace” solutions that bring forward looking giving all employees a “sales and service hat” to
capabilities, but leave a hole in the core back office – a wear.
critical purpose which will always exist.
ECENTA’s Omni-Channel Service offering with SAP-CS
The ECENTA Omni-channel Service offering delivers:
• Pre-built integration templates to SAP-CS so existing investments, reporting and downstream processes can
function as-is
• Hybris Service Cloud to delivery a modern Customer Engagement platform for all customer channels
• Seamless transition from Inquiry into Field Service scheduling, parts ordering, execution and confirmation
using native Hybris Service Cloud mobility
Engage Better Plan Better Execute Better
• All the channels our customers • We now can schedule • We serve the customer better as
engages us with flow into a single planned maintenance while we have their complete service
platform: calls, emails, chats, SMS, scheduling immediate break- history even in the field
portal, etc. fix requests • Revenue is no longer lost as
• Regardless of what role I serve in • More employees have warranty and service contracts are
the process chain, we have greater capabilities to offer available in real time to all
complete visibility to the first call resolution and offer employees
customers situation to better self service from our new • Field service can now sell parts
engage with them knowledge base and handle end to end service
execution and confirmation from a
mobile device
Sell Better Track Better Run Better
• We sell more service contracts and • Real time analytics lets us see • The omni-channel solution is
extended warranties as our root causes of warranty claims made to work with our existing
dashboard highlights who to target • We now have IoT capabilities SAP-CS so we can continue to
• Service helps Sales by recording run better without introducing
competitive information, handing major risks and costs
off leads, and upselling productsWhat to go even further?
ECENTA offers a B2B Service Portal that your customers can use to buy your products and services, perform self
service, request services, view installation base, IoT, and much more.
Want to learn more?
Find out more about the ECENTA Omni-channel Service solution with
SAP-CS and learn how your service operations can benefit from the next
generation service offerings for your company and your customers!
CONTACT INFO
For EMEA:
Hans Kaiser, ECENTA AG
Hans.Kaiser@ecenta.com
Engage Better Plan Better Execute Better
• For
All theAmerica:
channels our customers • We now can schedule • We serve the customer better as
Thomas
engages us with White, flow into ECENTA
a single AG planned maintenance while we have their complete service
platform: calls, emails, chats, SMS, scheduling immediate break- history even in the field
Thomas.White@ecenta.com
portal, etc. fix requests • Revenue is no longer lost as
©
• Regardless of what roll I serve in • More employees have warranty and service contracts are
the process chain, we have greater capabilities to offer available in real time to all
complete visibility to the first call resolution and offer employees
customers situation to better
© Copyright 2017 ECENTA AG. All Rights Reserved
self service from our new • Field service can now sell parts
engage
ECENTA AG ·with them
Altrottstr. knowledge
31, 69190 Walldorf, Germany · MAIL info@ecenta.com · WEBbase and handle end to end service
www.ecenta.com
ECENTA AMERICA INC. · 325 North St. Paul Street / Suite #2230, Dallas / TX 75201, USA ·
execution and confirmation from a
MAIL us@ecenta.com mobile device
ECENTA ASIA PACIFIC PTE. LTD. · 1, Scotts Road / Unit 17-04, Shaw Centre, Singapore
Sell 228208
Better · MAIL sg@ecenta.com
Track Better Run Better
• We sell more service contracts and • Real time analytics lets us see • The omni-channel solution is
extended warranties as our root causes of warranty claims made to work with our existing
dashboard highlights who to target • We now have IoT capabilities SAP-CS so we can continue to
• Service helps Sales by recording run better without introducing
competitive information, handing major risks and costs
off leads, and upselling productsYou can also read
