Interaction Center Service Request Management

This scope item enables Interaction Center (IC) capabilities to help ensure efficient and consistent customer service by collaborating and communicating with customers using various communication channels.

IC agents can handle inbound and outbound customer interactions by telephone, e-mail, fax, chat, and letter communication channels. They can process business transactions such as service requests and enhance their productivity by using alerts and a knowledge search. All relevant account information is available to them in the IC, for example, account data, service order status, and product-related information.

The scope item covers the account identification of a customer calling the service desk. To process the customer's request, a service request is created and dispatched to another service team. Optionally e-mail exchange between the service desk and the customer can be used. Once a solution for the request is available, the service request is completed.

Key Process Steps Covered

  • Identify Account and Equipment
  • Create Service Request
  • Search for Solution
  • Dispatch Service Request
  • Process Service Request from Inbox
  • Provide Solution via E-mail
  • Complete Service Request

Benefits

  • A multi-channel Customer Interaction Center embedded in S/4HANA: no separate system, readily use S/4HANA master data, for example, account and material
  • Use any S/4HANA application or transaction in the Customer Interaction Center
  • Automatic account identification and comprehensive account history
  • End-to-end Service Request management with defined SLAs, categorization, etc.