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SAP Announces Crowd Service Solution for Faster Customer Service

SAP has announced the availability of its Crowd service solution that enables companies to establish a marketplace for external specialists, certified partners and freelancers.

The crowd service tool will help organization to extend their own workforce to respond in real time to service requests. Embedded artificial intelligence capabilities help to analyze each request and then assign it to the appropriate technicians based on their expertise, location and availability.

With the proliferation of the Internet of Things (IoT), everything has become faster and more connected. SAP Crowd Service helps customers build their own ecosystem of experts and technicians, enabling them to increase geographical coverage and provide faster service to the field. This shortens waiting periods and keeps downtimes to a minimum for end customers. Service requests that are entered into the marketplace are immediately relayed through a mobile app as job notifications to participating technicians.

“Customers judge every interaction through the lens of the best experience they’ve ever had with a company, regardless of industry,” said Manuel Grenacher, general manager of Field Service Management, SAP. “When they’re used to riding-sharing experiences where they need only to wait a few minutes for a ride, having to wait hours for a service technician obviously has a negative impact on their view of a brand. SAP Crowd Service applies that same approach, tapping the expertise and flexibility of the gig economy to ensure customers are getting better service quicker.”

SAP’s crowd pooling tool is designed for companies in all industries that send technicians into the field to install, maintain and repair products or equipment. These industries include discrete manufacturing, industrial machinery and components, high tech and medical equipment, utilities, telecommunications, and home and office appliances.


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