SAP Service Cloud

SAP Service Cloud helps companies of all sizes stay ahead of rising customer service expectations. Our expert team in Singapore & Malaysia has ready-to-deploy pre-packaged solutions for SMEs and delivers exceptional value for MNCs implementing SAP Service Cloud globally. Get in touch!

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Customer Service CRM

SAP Service Cloud revolutionizes customer service management by creating meaningful connections throughout the customer journey. Align your entire enterprise to accelerate issue resolution while delivering on your brand promise and securing future growth. With our intelligent customer service solution, you can:

  • Resolve customer issues quickly with a unified agent desktop and access to relevant insights and data
  • Boost profitability and customer retention with effortless service options
  • Improve accuracy and speed up ticket closure with powerful case management workflows that streamline issue resolution
  • Integrate seamlessly to your ERP solution

Economic Impact of SAP Service Cloud

SAP Service Cloud helps increase customer loyalty with reliable, personalised omnichannel service, reducing churn by 12%. Download the report to explore the economic impact of SAP Service Cloud for your organization.

Increase your ROI with SAP Service Cloud


Three year return on investment


Increase in customer service agent efficiency


Customer view


Omnichannel Service

Engage with Customers on Their Terms

Make it easier for customers to connect with you regardless of their preferred channel. SAP Service Cloud accelerates service with automatic customer identification, screen pop-ups, and intelligent routing to the right teams and even the best-qualified agent.
Instead of using multiple fragmented screens or channels to manage customer inquiries, agents now have a single personalized and “smart” desktop for managing all customer service inquiries, helping ensure a consistent service experience. It puts all tools, customer data (including profiles and order and service histories), and context at the agent’s fingertips, makes it easier to provide personalized service and quick resolutions and helps them win over the customer because customers feel known and understood from the first interaction.
At the same time, agents are happier, more engaged, and able to increase revenue by acting on smart cross-sell and up-sell recommendations as they engage with customers.

Field Service

Get the Job Done

Customers today don’t tolerate long waiting times – and they expect their issues to be solved on the first contact. To meet these expectations, you need to give your service teams customer context and insights, combined with fast access to tools and information they need to quickly solve customer requests. SAP Service Cloud helps you quickly find the right people with the right skills to get the job done with resource scheduling and routing capabilities. Field technicians can keep fully up to date with the information they need to fix the problem on their first visit by accessing all the information they need on their mobile devices – and keep your customers happy.

Ticketing & Case Management

AI-enabled service intelligence

The solution supports simple service tickets for multilevel or hierarchical tickets that require multiple resources to resolve. Tickets can be created from different channels such as e-mail, portal, and social.
Built-in ticket capabilities help service agents throughout the service process and enable efficient ticket handling, including different ticket types, categorization, status approvals, escalations, deep workflow and notification capabilities, and flexible service-level-agreement definitions.
Leveraging intelligent technologies from SAP, SAP Service Cloud automatically categorizes and routes tickets to the best agents to resolve them and presents the agent with instant access to similar resolved tickets they can reference for guidance if needed. it helps contact center agents quickly search to find the best answers and close more tickets faster.

Reporting & Analytics

Gain valuable insights

SAP Service Cloud delivers powerful embedded analytics and predictive dashboards to help you monitor, understand, and improve service operations in real-time and overtime. Track trends and KPIs, quickly generate operational reports to business subscribers and bring external data sources into prebuilt reports and dashboards or ones you create yourself.

Mobile-First Design

On-the-Go Collaboration with the service team

Now more than ever, service teams need the flexibility to work remotely and in the field – not just in contact centres – and flexibly move between them as business risks and needs change. SAP Service Cloud was built with a mobile-first design that includes an embedded mobile application so service agents can work on any device – anytime and anywhere. It’s easy to access real-time business information, even offline; manage service tickets on any iOS, Android, or Windows tablet; and collaborate with service teams on the go.

Advanced Integration Options

Integrate Service Operations and Data Across the Enterprise

Built on the same platform, SAP Sales Cloud and SAP Service Cloud blur the lines between customer data, sales automation, and customer service. As a result, sales and service teams can better understand customers, collaborate, and provide outstanding experiences across all touchpoints, nurturing lasting customer relationships. Also , it helps your teams work together and share roles, with sales professionals becoming trusted advisors and service professionals making the most of upselling and cross-selling opportunities. In this way, you can deliver added value to customers while increasing your revenue. Moreover, you improve sales and service efficiency and productivity.
Moreover, you can integrate it with your back-end ERP system so your service teams can solve more customer inquiries at first contact. Increase the productivity of customer service, decrease service cost, and foster up- and cross-selling. Break down system silos and simplify transactions between departments while enabling a full view of the customer.

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Not sure which CRM solution is the best for you?

We have created a 12-question quiz for you to understand which CRM Solution might be best suited for your organization. Take the quiz, and get a detailed assessment and evaluation for your individual CRM needs.

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Some of Our Customers


  • SAP CX
  • Chemicals


  • SAP Business One
  • SAP CX
  • Maritime


  • SAP CX
  • Manufacturing
View more

Frequently asked questions

  • What is Customer Relationship Management (CRM)?

    CRM stands for customer relationship management. With a CRM system, you can automate and integrate your customer-facing activities including sales, marketing, customer service, and e-commerce. The modern CRM is the heart of a digital transformation for any company, and without it, you’ll get left behind. Read this blog to find out more.

  • What are the benefits of SAP Service Cloud?

    SAP Service Cloud connects great experiences to outcomes that maximize customer lifetime value. Some of the benefits include:
    •Protect and grow revenue
    •Retain and convert customers
    •Drive operational excellence
    •Meet customers at their convenience
    •Coordinate experiences seamlessly
    •Simplify agent experiences
    •Speed-up issue resolution

  • What is SAP Customer Experience?

    SAP CX is SAP’s latest, cloud-based CRM solution. It’s not just sales-only CRM products but, a solution to support all front-office functions, including consumer data protection, marketing, commerce, sales, and customer service.
    Visit this page for more details.

  • Do you offer SAP Service Cloud on-premise hosting?

    No. SAP Service Cloud is only available on cloud hosting. With SAP’s cloud-based CRM software, the deployment is faster, software updates are automatic, cost-effective and scalable. Moreover, you can work from anywhere, on any device while increasing collaboration.

  • Do I have to use all five cloud solutions in SAP CX?

    No. They can be deployed standalone or in any combination.

  • What makes SAP Service Cloud unique from other service CRM system providers?

    SAP provides one strategic end-to-end business software strategy for your entire enterprise, with a full suite that covers every step in the business process, from the first contact a customer has with your company through to their first purchase. With SAP, front-end CRM processes are seamlessly integrated into back-end ERP processes. SAP CX solutions also offer:
    •Superior, user-friendly functionality, with a strong commitment from SAP for quarterly enhancements and expansion
    •Attractive licensing model
    •Advanced reporting and mobile capabilities
    •Scalability and ease of administration

  • Do you offer SAP Service Cloud training?

    Of course! Axxis Consulting offers user training sessions upon your request. The number of man-days for this service will be based on your requirements.

  • Is it possible to transfer data from our current system to SAP Service Cloud and if that is so, how long does it take?

    Axxis Consulting offers the transfer of data from legacy systems to SAP Service Cloud. The number of man-days required for this service will be based on the number of business objects to be migrated as well as the complexity and format of current data.

Additional Resources


SAP is one of the biggest companies with more than 100,000 employees and a total revenue exceeding 23 million euros.  SAP provides business management software to many reputable large businesses and SMEs worldwide. The company is known for introducing ERP software that helps streamline basic to advanced management operations. People could integrate the software into their retail businesses to simplify management tasks and make business manageable. In fact, SAP is...

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What is a CRM & and how will your business benefit?

Customer Relationship Management [or CRM for short] is a technology system that enables you to automate and integrate your customer-facing activities, such as sales, marketing, customer service, and e-commerce. CRM systems also offer tools for customer analytics, personalisation, social media, collaboration and more. To put it simply, a CRM system helps provide a better relationship between a company and its customers, enabling streamlined processes and increased profitability. A CRM system...

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