SAP commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying SAP Service Cloud. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of SAP Service Cloud.
To better understand the benefits, costs, and risks associated with this investment, Forrester surveyed and interviewed 28 customers with years of experience using SAP Service Cloud.
Prior to using SAP Service Cloud, the customers had an inconsistent approach to omni-channel customer service. Different parts of the organization had implemented on-premise or cloud service solutions that did not provide a consistent, seamless customer experience. Moreover, the systems did not integrate easily with back-office SAP applications already in use by this global organization. These limitations led to higher customer support costs, lower productivity among service agents, and a poor customer experience. Furthermore it reduced upsell opportunity.
This changed with SAP Service Cloud:
- 363% return on investment
- $9.6 million increased efficiency of service representatives
- $5.2 million increased income
For more findings from the study, download the report.