Creating a Proactive Customer Service Culture in a Self-Service World

How Does All This Translate to SAP?

In today’s digital era, organizations are no longer competing against the guy down the street. They’re competing with every other experience a customer has.

It is no longer enough to be customer focused. We need to be ready to take the next step and become assertively customer proactive. But at a time when many of us are trying to do more with less to fight strengthening economic headwinds, the costs of providing white-glove customer service versus forcing customers to rely totally on a website, portal or app can feel prohibitive. No wonder many leaders are eschewing more personal touch points.

To what degree might call volume be reduced if the customer is informed up front, instead of waiting for an after-the-fact irate customer-initiated call? Are your customers automatically and proactively notified of updates to their order? It stands to reason that your customer would feel far more satisfied if your organization let them know a pallet was missing from their delivery before it arrived, while also addressing that the missing pallet would be arriving by another carrier the next day.

By leveraging your SAP investment and getting the basics right, you can easily add value and position yourself to be ready for the future evolution of automation. That is particularly important now as we journey to S/4HANA with its advanced analytics capability.

Remember, in the long arc of time, we are only relevant if our customers love us. And the key way to make that happen is to become increasingly more proactive and reduce customer effort in problem resolution. By focusing on SAP’s quick-win tactics, we gain a roadmap to building organizational resiliency and taking our place as a customer experience leader.

Connect

Discover where and when to connect with Reveal at upcoming webinars and industry events.

Business Guide to S/4 vs. ECC's New Planning Features & Functions

February 15, 2023
11:00 am
CST
With
Kristie
and
Martin
Learn more

Business Guide to S/4 vs. ECC's Production Finite Scheduling

April 12, 2023
11:00 am
CST
With
Eacliffe
and
David
Learn more

Business Guide to S/4 vs. ECC's Extended Warehouse Management

June 21, 2023
11:00 am
CST
With
Steve
and
Jason
Learn more

Business Guide to S/4 vs. ECC's Sales Order Monitoring & ATP

August 16, 2023
11:00 am
CST
With
Marcie
and
Kristie
Learn more

Business Guide to S4 vs. ECC's Purchasing Spend Analysis

October 18, 2023
11:00 am
CST
With
Wayne
and
Peyton
Learn more

SAPinsider Vegas 2023

Mar 20, 2023
Mar 23, 2023
Bellagio Hotel, Vegas, NV
Find out more

MasterClass SAP Supply Chain Bootcamp

Apr 19, 2023
Apr 21, 2023
Virtual
Find out more

Gartner Supply Chain Symposium Xpo 2023

May 8, 2023
May 10, 2023
Orlando, FL
Find out more

MasterClass SAP Supply Chain Bootcamp

Jul 19, 2023
Jul 20, 2023
Virtual
Find out more
Content for this slider is populated by Javascript and as such will only be visible on the published site

Learn More

Sign-up to receive our white papers, webinar reminders and industry specific news.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.