Achieving Service Excellence

Here at SAP Sales Cloud we are always striving to do better, always listening to customers, and always ready to ramp up efforts to meet customer needs. Service is one of those areas where we’ve been making a significant investment in new hires, new programs, and new resources to better meet the service needs of customers and to meet the continued rapid growth in our customer base.

TSIA2018

We believe it’s paying off. We were honored recently to receive the prestigious Global Rated Outstanding Assisted and Self-Service Support certification from the Technology Services Industry Association (TSIA). This certification distinguishes organizations that deliver excellence across all significant modes of technical support, and recognizes that SAP Sales Cloud (formerly CallidusCloud) customer support standards and processes will help customers maximize their technology investment.

TSIA is the world's leading organization dedicated to advancing the business of technology and services. It provides world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, as well as certification and awards programs such these.

The process for receiving this certification is nothing short of exhaustive. TSIA evaluates and audits our service organization, looking at it from every angle, from engineering, security, communities, HR, finance, and marketing. All parts of the organization that deliver customer experience were involved in this certification effort to ensure we are embodying industry best practices.

According to Meenu Bhanot, Director of Support Operations at SAP Sales Cloud, the goal of the support organization is to provide world-class support with customer satisfaction on every engagement. This includes a unified support experience with 24x7 global customer support, one support portal, and unified escalation process. SAP Sales Cloud offers standard support and premium support, staffed by our TSIA Certified Support Staff Excellence Center Level 1 and Level 2 (2018) technical support engineers.

“Everything has to start with empathy for the end user and the experience they are getting from our company. Those are not my words but our CEO, Bill McDermott’s. And this certification was a step in our company’s collective effort to achieve his vision,” said Bhanot.
As we continue to merge operations with SAP, we are now able to provide a world-class, global services organization with thousands of support personnel across the globe.

Learn more about SAP Sales Cloud services here.

By | November 19th, 2018 | Other

About the Author:

Shawn Willett is Senior Director, Marketing Programs at SAP Sales Cloud, part of the SAP Customer Experience unit of SAP. With over 20 years of experience in enterprise software roles, he is responsible for articulating the unique benefits that SAP Sales Cloud's suite of sales effectiveness applications can provide to modern sales organizations.