SAP Service Cloud @ Massmart
Transcript of SAP Service Cloud @ Massmart
SAP Service Cloud @ Massmart
7th July 2021
Roscoe Nair
Solution Architect
Group IT Strategy & Architecture
Agenda
Massmart Overview
SAP Service Cloud
Contact Centre on SAP Service Cloud
Contact Centre Success Story
Account Management
Campaigns in SAP Service Cloud
SAP Quarterly Releases
Questions?
Massmart Overview
Massmart is the second-largest distributor of consumer goods in Africa, the leading retailer of general
merchandise, liquor and home improvement equipment and supplies, and the leading wholesaler of basic
foods.
SAP Service Cloud
• Telephony Integration with Avaya for
Builders contact centre and Cisco
Integration for the Massmart VAS
contact centre
• In Service cloud we manage Builders
Account communication ( new
applications, limit increases, Key
Account Manager changes, balance
notifications, etc. BRF+ was used in
SAP ECC to achieve some of the
scenarios.
• We have SMS active on C4C via Sinch
• SAP Service Cloud is a shared tenant
for Massmart Group
Highlights
Contact Centre on SAP Service Cloud
Contact Centre Success Story
Process Details
Project name: VAS C4C
Project scope: Implementation of SAP Service Cloud at Massmart
VAS
Process coverage: Contact Centre, Ticket & Email Management
Partner(s): Consnet, Dimension Data, SAP Digital Interconnect
Rollout scope: South Africa
Project duration: August 2019 – November 2019
Go-live date(s): 02 November 2019
• Massmart VAS contact centre was one of the contact
centres in Massmart group that adapted quickly to
remote working during the Covid-19 pandemic.
• Agents operate at optimal capacity via soft phones
and laptops.
• This was made possible by the Cisco finesse and SAP
C4C widget integration.
Account Management
• Emails that are sent out automatically from the system to the customers as a result of selected field changes that will trigger certain rules
Automated Communication
• Certain communications will be sent to the customers in Bulk, as they don’t necessarily have to be sent at the time of a change on the account/master data of the customer
Bulk Communication
• Users are able to manually send out communications to customers in situations that require some manual intervention
Manual Communication
New Application
Application Approved
Account Communication
• In Service cloud we manage Builders Account
communication ( new applications, limit increases, Key
Account Manager changes, balance notifications, etc.
BRF+ was used in SAP ECC to achieve some of the
scenarios.
Account Management
Campaigns in SAP Service Cloud
SAP Quarterly Releases
Release Test Upgrade Production Upgrade
2002 Feb 6th, 2021 Feb 20th, 2021
2005 May 8th, 2021 May 22nd, 2021
2008 Aug 7th, 2021 Aug 21st, 2021
2011 Oct 23rd, 2021 Nov 13th, 2021
https://cxwiki.sap.com/display/c4crelease/Cloud+for+Customer+Release+Center
Questions?