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The new rules of customer service – Enabling a personal, timely, and seamless experience

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Five key considerations for organisations as they adapt, modernise and optimise their customer service strategy.

The pandemic has accelerated the shift to digital across industries. While many organisations have rapidly upgraded and adapted their sales capabilities to respond to this market disruption, the same cannot be said of the service function.

In this paper, we explore five new rules of customer service that can guide organisations as they adapt, modernise, and optimise their service offering:

  1. Ensure all KPIs are linked to actionable insights through data-driven customer service decisioning.
  2. Omnichannel service is now … channel-less is next.
  3. Service must be proactive, pragmatic, and timely.
  4. The ecosystem must be expanded to include extended customer service.
  5. Service is technology-enabled, human-led.

Putting the five new rules of service into action with Capgemini and SAP Service Cloud

SAP Service Cloud provides the foundation and technical capabilities from which organisations can build the service function of the future. Capgemini, a long-time strategic partner of SAP, is uniquely positioned to help organisations craft a comprehensive service strategy that leverages the full capabilities of SAP Service Cloud by executing the new rules of customer service.

Service is the new sales. If you agree with that statement, then chances are your organisation needs to take bold and deliberate steps in order to activate service-enabled revenue opportunities.

Download this POV to learn how Capgemini’s service experts – and our dedicated SAP Service Cloud team – can help your organisation adapt, modernise, and optimise its service function so that it delivers the maximum value to the business and a superior experience to customers.

Download the point of view