With the SAP Crowd Service tool, SAP will enable companies to enable their customer service to respond even more quickly through the use of external specialists. In this way, companies can meet service requests even better in real time.
According to the ERP vendor, companies today need to answer customers’ questions even faster. This is because with all the modern customer contact facilities available today, customers expect to be served in real time. For companies, this brings with it enormous pressure and often, due to the limited availability of field service technicians, they are unable to meet this requirement.
Ecosystem for experts and freelancers
SAP is therefore introducing its SAP Crowd Service tool. With this solution, companies and organisations can create their own marketplace for external specialists, certified partners and freelancers. This creates an ecosystem of experts and technicians, enabling an organisation to be deployed in more places and to offer faster service. This reduces waiting time and minimizes downtime.
The service requests that arrive in the marketplace are immediately forwarded to the participating technicians thanks to an app. The application uses artificial intelligence to analyze customer requests and assign the right experts based on their expertise, location and availability.
Better service for customers
The ERP supplier indicates that Crowd Service uses the expertise and flexibility within today’s economy to ensure that customers receive faster and better service. This can only benefit the reputation of the company or organisation.
This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.
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