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Learn how optimizing your organization's call center can not only heighten your customers' satisfaction but also generate revenue. Based on the practices of best-run call centers, you'll discover six critical principles that can make or break overall call center performance. Log-in required.

SAP CRM: DIFFERENTIATE THROUGH SERVICE EXCELLENCE

SAP CRM can enable your organization to deliver the exceptional customer service essential to differentiating your business and gaining a competitive advantage.

Key service capabilities of SAP CRM include:

Service – Drive customer satisfaction, service revenue, and profitability with support for service contract management, field service, warranty management, and resource planning.
Interaction center – Enable service agents to interact with customers via direct or automated e-mails, phone, or chat sessions.
Business communication management – Manage service contacts across multiple locations and communications channels effectively and efficiently.
Real-time offer management – Make real-time, service-related cross-sell and up-sell recommendations.
Partner channel management – Ensure consistent and timely service to end customers by providing partners with service and problem resolution capabilities.
E-service – Empower customers with intuitive self-service problem resolution and the ability to initiate service processes online.

For a complete view of SAP CRM service capabilities, see the solution map.

CUSTOMER REFERENCES
	Synopsys Inc. SAP CRM improved service efficiency while decreasing service delivery costs for this leading high-tech company. Read more (PDF).
	Francotyp Postalia This postal equipment manufacturer improved its after-sales revenue and its already-superior service with SAP CRM. Read more (PDF).
	Port of San Diego With SAP-CRM, California's Port of SanDiego enhanced customer service to fulfill its vision of becoming a world-class port. Learn more (PDF).
Watch customer videos.

KEY SERVICE BENEFITS OF SAP CRM

SAP CRM enables you to:

Increase customer retention and loyalty by providing service employees with the information they need to meet or exceed customer expectations
Drive revenues through service sales and marketing, resulting in more personalized offers for products and services
Reduce field service costs through efficient dispatching
Decrease service give-aways by automatically verifying service entitlements
Provide new and innovative service offerings and delivery models
Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e-mail

ADDITIONAL INSIGHTS

Turning the Internet into a Strategic Sales and Interaction Channel
SAP offers expert guidance, packaged services and highly skilled consultants to help you plan and execute the right upgrade for your unique situation. Read the white paper (PDF). Log-in required.

For more insights, download the latest SAP CRM brochures and white papers.