Deloitte Digital Introduces New Customer Service Transformation Offering

Deloitte Digital integrates industry experience with SAP® solutions and Sprinklr in preconfigured, pretested solution to help speed time to market

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Deloitte Digital

Sep 23, 2015, 09:00 ET

NEW YORK, Sept. 23, 2015 /PRNewswire/ -- Deloitte Digital introduced today a new preconfigured, pretested cloud-based customer service transformation offering designed to provide service firms with a more targeted way to engage with their customers.

The new Deloitte Digital solution helps combine software from SAP® solutions 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, Deloitte Consulting LLP and U.S. Customer Engagement & 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."

As more and more customer interactions are fielded in a digital world, companies need effective, in-the-moment solutions to engage with their customers while maintaining a cohesive approach to customer service. Deloitte Digital's new customer service transformation offering combines digital channel listening tools with the core systems that support customer service.

"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 VP of CEC Solution Strategy for SAP. "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.

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 Deloitte Digital offering supports rapid deployment by using a set of deliverables to facilitate rollout in less time compared with traditional implementations. The preconfigured solution includes training tools and materials designed to help brands introduce the offering to their workforces, minimizing the learning curve.

Deloitte Digital incorporated into the offering its industry-specific knowledge and insights from working with consumer products, medical and life sciences, and wholesale distribution companies, as well as its background working with service organizations.

The solution is designed to provide three 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.

About Deloitte Digital
From strategy to delivery, Deloitte Digital combines cutting-edge creative with trusted business and technology experience to define and deliver digital solutions. Deloitte Digital creates digital experiences for the connected enterprise, delivering strategy, mobile, social, Web, cloud and digital content management solutions that can help strengthen clients' brands and evolve their businesses. For more information, please visit www.deloittedigital.com. Follow us on Twitter @DeloitteDigi_US or @DeloitteDigital.

As used in this document, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

SAP, hybris, Jam and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. See http://www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

All other trademarks are the property of their respective owners.

SAP Forward-looking Statement
Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as "anticipate," "believe," "estimate," "expect," "forecast," "intend," "may," "plan," "project," "predict," "should" and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.

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SOURCE Deloitte Digital