SAP Enterprise Service Management (ESM) is a comprehensive enterprise-wide platform designed to unify and optimise service management across all business functions. Extending beyond traditional HR service delivery, SAP ESM integrates IT, Finance, Procurement and Facilities Management into a single, scalable solution. By leveraging AI, automation, and process-level integration, SAP ESM enables organisations to streamline operations, reduce response times and enhance service quality.
Service Support
Manage service requests centrally including self-service, assisted & in-person inquires & inbound requests.
Streamline resolution processes with AI-enhanced workflows & configure with out-of-box integration to SAP SuccessFactors and non SAP softwares.
Insights and analytics
Ensure service levels are met to drive operational excellence. Optimise business flows & processes based on operational insights.
Enhance efficiency throughout the inquiry-to-resolution journey with KPI-focused analytics.
Service request management
Enable self-service for inquiries & updates with SAP Build Work Zone or pre-delivered widgets on your portal.
Resolve omnichannel inquiries with a unified agent desktop and break silos with AI-powered insights & collaboration for faster, smarter solutions.
AI-assisted case management
Create custom case types & workflows with a visual case designer, tailored to your business.
Connect enterprise systems to streamline processes and automate case flows. Accelerate resolutions with generative AI, delivering a seamless, intuitive & process-driven experience.
Omnichannel Support
Seamless service access via portals, chat, email and phone.
Knowledge Management
Central knowledge base for self-service and improved collaboration.
AI-Powered Automation
Automates repetitive tasks, improving efficiency and accuracy.
Seamless Integration
Connects SAP and non-SAP systems for unified service delivery.
Enterprise-Wide Case Management
Customisable workflows tailored to specific business needs.
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