• September 23, 2015

Deloitte Digital Introduces Customer Service Transformation Offering

Deloitte Digital has introduced a preconfigured, pretested cloud-based customer service solution that helps combine software from SAP for customer engagement, the SAP Cloud for Service solution, the SAP hybris Commerce solution, and the SAP Jam social software platform, as well as software from Sprinklr.

"Customers need to be heard, understood, and appreciated, as maintaining their loyalty to the brand should lie at the core of any business interaction," said Scott Mager, principal at Deloitte Consulting and U.S. customer engagement and commerce leader for Deloitte Digital. "By offering a solution that helps keep companies better informed of customer needs, this new platform can create an opportunity for organizations to drive their customer service into the digital era."

Organizations will now be able to listen to customer feedback or calls for help no matter where they are made, match those customers to their accounts or products, and respond in a timely fashion. The system supports the logging of client issues, searching a knowledge database, and assigning field technicians to the issues. Additionally, field technicians can manage and resolve issues on site with mobile capabilities.

The solution is designed to provide the following benefits to organizations:

  • Enabling companies to maintain a better understanding of a customer's needs over the lifetime of their service relationship;
  • Supporting better management of customer interaction history; and
  • Offering in-the-field solutions for on-site technicians and elevating the overall customer experience with more informed, engaged, committed and timely responses.

"We are pleased to be working with Deloitte Digital on bringing a unique customer service offering to market that easily blends e-commerce with service and social customer engagement," said Volker Hildebrand, global vice president of customer engagement and commerce solution strategy at SAP, in a statement. "Deloitte's deep industry and customer service domain expertise, coupled with technology from SAP, will help customers effectively transform their businesses."

"Sprinklr is proud to be part of Deloitte's new digital customer service transformation offering, and we look forward to continuing to help enterprise brands create, manage and deliver valuable experiences across social channels, websites and devices," added Ragy Thomas, founder and CEO of Sprinklr, in a statement.

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