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Knowledgebase  »  Volume 6 (2010)  »  Update 2

Quick Tip:
Improve Customer Service with Self-Service Scenarios in SAP BCM  Print

by Elaina M. Herber, Sr. Manager Business Development — CTI Practice, ecenta America, Inc. (February 2010)

Achieve cost savings and increased customer service efficiency with self-service scenarios in the SAP Business Communications Management (SAP BCM) Interactive Voice Response System (IVR). Learn how it can help your customers quickly check account balances, activate or deactivate accounts, and make a payment. Self-service scenarios also help you reallocate and refocus your customer service agents on more high-priority tasks that require human intervention.

Categories: CRM, Computer Telephony Integration, Service Management

CTI, IVR, Interactive Voice Response System

In any organization, there are three major types of challenges that indicate you need to change or improve your customer service:

  • Architecture challenges (e.g., physical capacity of servers, network, or databases is overloaded)
  • Workforce challenges (e.g., call times are too high because there are not enough agents)
  • Operations or business process challenges (e.g., direct email with agents is causing the aging of sales and service levels because emails are sitting in individual agent inboxes instead of a general box where multiple agents can handle the requests)

The good news is that you can address all of these challenges by implementing self-services in SAP Business Communication Management (SAP BCM), a software-based application that provides multi-channel contact center functionality, enterprise IP telephony, and computer telephony integration to back-end systems. SAP BCM drives a communications-enabled business process into your business process. As you may know, a communications-enabled business process gives applications the ability to sense events and then respond and track them in real time using multi-channel communication with anyone inside the workflow or business process. This improves your workflow, which in turn minimizes your contact center capital expense and revenue losses. Using this kind of process is especially critical in the contact center in SAP CRM, where customer service, sales, and marketing efforts are managed and executed. Downtime and process lag here can cause major losses in sales and customer loyalty.

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