Next generation customer service

Current market trends show that the expectations of end customers are placing ever higher demands on service and customer orientation. To meet these demands, more advanced approaches to service are required. New service models and products are basic guarantees for differentiation in the market and for exploiting market advantages.  We offer innovative business and IT solutions to support the growth of your service. SAP system landscapes support you in focusing on your customers (Customer 360).  This enables you to reach your customers’ needs and respond to their requirements in a targeted manner. 

Overview

Customer Service 4.0

Industry 4.0 is bringing intelligence to production, while at the same time traditional business models are experiencing a shift away from product to service. Customer Service 4.0 is becoming attractive for the company through new, digital technologies and approaches. Looking at topics such as Big Data, Cloud Computing, IoT, Smart Services and Digital Service Management, we underpin your Digital Supply Chain. 

Your benefits

Hybrid, integrated SAP architecture for your business

Frau mit Fokus auf Kundenservice

Optimize your customer relationship and rely on the service management solutions of the future with enowa. New, service-oriented business models and technical solutions offer the ideal support for your business capabilities.

Omni-channel customer service

No matter which channel your customers use to contact you - with the omni-channel approach, your customers have the opportunity to address their concerns to you in line with their needs. All requests end up in a common system where you have a comprehensive overview of customer interactions. To process messages from different communication channels, you're supported by machine learning technologies such as text and speech recognition, robotic process automation, and conversation AI. By responding effectively and efficiently, you increase customer satisfaction and deliver a seamless customer experience to your customers.

Federated customer service systems

To realize a future-oriented service strategy, many systems need to interact based on a flexible architecture. ConnectedService offers the right concept. Here we rely on the various systems and the new service reference architecture of SAP. SAP systems are selected on the basis of the processes whose activities can best be mapped in the respective system.

Smart technologies through SAP Business Technology Platform

Modern customer service has its finger on the pulse. New technologies open up new possibilities and innovative service models for you. Use intelligent systems and automation to achieve your goals and rely on the SAP Business Technology Platform.

Holistic picture for customer service and satisfaction

Big Data is the innovation engine for your business. We support you in creating the conditions to make the most of new potentials from the emergence of data. Expand your customer relationship by generating new business approaches from the insights. This can result in further consulting services for your customers that further promote customer loyalty and satisfaction.

Complete offer of professionalism and IT

To meet your customers' requirements, you need more than just the right system. For a hybrid IT landscape, you need complementary consulting services consisting of training and process workshops in addition to the IT architecture. Our experts combine business consulting with modern technologies.

Transformation

Holistic view of transformation

Focus on the customer

Digital Supply Chain

Customer Service Management within the Digital Supply Chain

With our years of experience in Customer Service Management, we support our customers in identifying new service models, implementing a customer-centric business process and an IT solution tailored to the customer. This establishes Digital Supply Chains that help you achieve long-term customer satisfaction.

To guarantee this, we use the latest SAP technologies from the areas of IoT, integration and analytics.

Our services

Our complementary services within the framework of Customer Service Management

Relevant products

SAP Solutions for Customer Service Management

enowa AG has consulting know-how and project experience for the following products.

  • SAP Sales Cloud & Service Cloud

  • SAP S/4HANA Service

  • SAP Field Service Management

  • Qualtrics & ConnectedX

  • SAP Analytics Cloud

SAP Sales & Service Cloud are part of the SAP CX Suite. As a central tool, SAP Sales Cloud supports all sales activities of the sales staff, offers a 360-degree view of the customers and enables digital business processes from the opportunity to the customer order via integration with S/4HANA. The SAP Service Cloud has a ticket system that can be used to centrally process support requests received via various channels (e-mail, telephone, sensor data, etc.). Service orders can be triggered in S/4HANA from the tickets via standardized integration scenarios.

We are here for you!

Gero Beisel
CSO Business Area Industrie
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