Implementation of Service Cloud

Technology Deployed


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SH Integrated Services (SH) is an established building contractor and licensed builder in Singapore that specialises in integrated building services, covering the maintenance of M&E systems, water supply and sanitary systems, building works and lightning protection systems. They are a trusted brand in Singapore, servicing prominent clients including the Ministry of Education (MOE), National Parks (NParks), Jurong Island and A-Star.

"SAP Service Cloud has improved the productivity of the entire team with real-time status updates, administrative process automation, and extensive analytics. – Richard Chua, Senior Project Manager, SH Integrated Services Pte Ltd"

The Challenge

As the business grew, SH Integrated realised that they needed a new system to enhance the service delivery of its field and administrative team. Prior to implementation, SH Integrated faced the following issues:

  • Administrative staff were putting in extra hours due to the increasing case volumes and inefficient manual processes;
  • Customers were not receiving their reports on time and invoicing was delayed due to the lengthy amount of time needed to create the monthly customer report;
  • Management did not have full visibility into the service status of field workers and hence, could not allocate work in an efficient manner.

The Solution

Working with Axxis Consulting, the SAP Cloud for Service solution (part of the SAP Cloud for Customer suite) was identified as the best fit for SH Integrated. SAP Cloud for Service allows for real-time performance tracking and reporting, providing management with better insights into the service delivery of field teams. Since the information required for a customer service report can now be viewed and managed from a single platform, it will help administrative staff reduce the amount of administrative workload significantly. In addition, SAP Cloud for Service allows for easier sharing of information between field and administrative teams. This will reduce the amount of time taken for information to be delivered from field to administrative teams, hence reducing the time required to generate customer reports.

The Results

Thanks to the implementation of SAP Cloud for Service, SH Integrated has eliminated overtime work. In addition, with customer reports and invoices now issued on-time, customers are happier and payments by clients are now made earlier. Management are also able to allocate work more efficiently across field teams due to better visibility into team performance.

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