Digital customer service – fast, integrated, AI-supported

End-to-end service processes for satisfied customers, efficient teams, and measurable results

Why service digitalization is crucial now

Today’s customers expect fast, transparent, and cross-channel support. Service no longer happens only via telephone or email, but across a variety of digital touchpoints: chatbots and self-service portals, spare parts ordering, complaints, status inquiries, field service deployments, or interactive knowledge bases.

The challenge is to connect this multitude of touchpoints into a seamless end-to-end process. Those who master this turn service into a loyalty booster for customers.

Modern service organizations therefore rely on standardized processes, clear KPIs (e.g., First Time Fix Rate, SLA Compliance) and AI support for greater speed and quality.

The goal: shorter processing times, lower costs, higher customer satisfaction.

Our approach: processes first, technology follows

We design customer service from the end-to-end process perspective – first use cases, then technologies. This creates robust, scalable service workflows that integrate seamlessly into your IT landscape.

We always start with joint workshops in which we work together to determine how your service organization can achieve maximum business value – practical, structured, and always with a focus on your customers.

Our consulting services around CIM in service include:

Process Journey & Case Flow Mapping
Analysis of your service journeys and case flows: touchpoints, pain points, escalation paths, KPI targets; then we define a clear roadmap with quick wins and structured improvements.

Service Readiness Check
Compact workshop series that assesses processes, digital maturity and organization – including a transformation roadmap for the move to a modern service CRM such as SAP Service Cloud V2.

Strategy Workshops
We develop an end-to-end service strategy with you that integrates ticketing, dispatching, field service and customer portals, commerce and marketing. The result: a clear action plan for rapid ROI.

Free consultation with an expert

Our workshops are the ideal starting point and basis for deciding on a digital service strategy. Let's talk about how to get started and the right first steps to take in a free initial consultation.

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End-to-end, but modular – your path to excellent service

We map the entire case resolution process with you: intake channels, automated routing, processing, knowledge support, dispatching, service reports, billing, and reporting—all seamlessly integrated with your backend processes and systems.

What makes our service approach special?
- Holistic process view:
  We rely on a holistic process view and connect all relevant service processes in a continuous workflow, from ticketing to field service management.
- Modular entry:
  Achieve quick initial results: Start small (e.g., ticketing & team routing) and expand step by step with portals, field service management, or AI features.
- Scalability:
  Even if we start small, our framework can always be extended according to your needs, from quick wins to custom service apps up to a comprehensive enterprise architecture.
- Business apps for service:
  Our business apps for service – from mobile technician solutions to custom portal solutions – are developed together with you so that productivity and data quality increase – natively integrated into your CX processes.
AI as an integral part of customer service – for more satisfied customers

Artificial intelligence is not an add-on for us, but an integral part of our approach. We integrate Business AI where it measurably improves processes – standard or customized. Always with the focus that deploying AI is only successful when your customers notice an improvement. This includes:
- Intelligent routing & prioritization by AI (channelless service, skills, SLAs).
- Auto summaries & translations in tickets; agent assist with context-aware knowledge search.
- Forecasting & workload balancing for backlogs and workforce planning.
Result: shorter turnaround times, higher first-contact resolution rate, better customer experiences.

More about our AI approach in service

Technologies that make a difference

We rely on the leading CRM systems in customer service:

SAP Service Cloud V2

Modern ticketing, channel integration, SLA management, knowledge management and analytics – cloud-native and AI-ready.

SAP FSM (Field Service Management)

Planning, dispatching, time and materials recording, service report and billing; End-to-End with SAP Service Cloud and SAP Cloud ERP.

Portals & Omnichannel

Customers and partner portals, webshops/commerce and self-service seamlessly connected with your service back office.

SYBIT Portal

Modular, SAP-compatible platform for self-service, service, and commerce; jointly designed, flexibly expandable, and scalable from MVP to comprehensive platform.