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Offices

Lysaker
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Strandveien 8, inngang B, 6. etasje
1366 Lysaker
Oslo, Norge

+47 95 70 60 42
bernhard.olsen@pearlgroup.no

Sandefjord
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Østre Kullerød 4
3241 Sandefjord

+47 957 06 042
bernhard.olsen@pearlgroup.no

Stockholm
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Rosenborgsgatan 12
SE-169 74 Solna 
Sweden

+46 708 31 98 02
carl.ostholm@pearlgroup.se

Göteborg
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Lindholmspiren 7c
417 56 Göteborg
Sverige

+46 73 633 62 57
per.bengtson@pearlgroup.se

Kyiv
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Gulliver, 1A Sportyvna Square
01023 Kyiv
Ukraina

+47 995 07 750
trond.pedersen@pearlgroup.no

Riga
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Dzirnavu 57-4a

Riga, LV-1010
Latvia

+371 66 11 89 90
edgars.egle@pearlgroup.no
Singapore
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Pearl Care Singapore PTE LTD
9 Temasek Boulevard
31F Suntec Tower 2
Singapore 038989

+47 932 87 712
tom.berget@pearlgroup.no

Management

Geir Thoresen
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CEO Pearl Group

geir.thoresen@pearlgroup.no

+47 67 10 88 00

Tom Berget
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Business Development Director

tom.berget@pearlgroup.no
+47 932 87 712

Therese Mellegård
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Project Director

therese.mellegaard@pearlgroup.no
+47 415 03 212

Bernhard Olsen
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CEO Pearl Norway

bernhard.olsen@pearlgroup.no
+47 957 06 042

Øystein Karevold
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CFO

oystein.karevold@pearlgroup.no
+47 93 45 60 47

Stian Green
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Director Pearl Care

stian.green@pearlgroup.no
+47 920 11 808

Trond Pedersen
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Director International Operations

trond.pedersen@pearlgroup.no
+47 995 07 750

Carl Östholm
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CEO Pearl Sweden

carl.ostholm@pearlgroup.se
+46 708 31 98 02

Edgars Egle
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CEO Pearl Latvia

edgars.egle@pearlgroup.no
+371 29 14 44 93

Sales Cloud and Service Cloud is SAP´s Customer Relationship Management-løsning (CRM). It can be combined with other parts of the C/4 HANA-portfolio or used as a standalone product.

The CRM-solution from SAP can be used by the sales department to follow up customers, leads and opportunities. The service functionality can be used by the customer center to handle complaints and issues in a smooth and user friendly interface. This can be used by both B2B and B2C companies and is delivered as a Cloud Solution.

 

customer management solutions can make a difference in several ways. There are usually two different uses of this solution: 

1. Sales

2. Service

Sales

In a market where the sales process is somewhat complex, it is important for the sales people to have control over their sales opportunities. in an ideal world, the sales process starts either by your company contacting the customer directly, or the customer contacts you due to smart marketing. No matter how leads and sales opportunities arise, it is important to have methodology that makes you filter out which customers that are most likely to buy your products or services.  

 

One of the most important parts of the process is to identify the customer and make a qualification of the lead before it is either disqualified or the parties enter into further dialogue. many companies spend a lot of time on sales opportunities that they really have no chance of winning. 

 

in order to generate leads and increase sales, it is important that the sales team has the right tools to quickly identify and establish an understanding of the Customer as a whole. SAP Sales Cloud breaks down silos of customer information and deliver this to the sales team. in this way, the team gets an overview og which customer they should contact, what needs they may have and how to lead the customer from opportunities to sales. 

 

With intelligent recommendations, deeper insight and analysis, it has never been easier to implement smooth and value-creating sales processes.

Pearl sets up a process around this qualifications and defines how the next steps in the development should be. With the reporting tools, we can have a view of how we are in relation to the total amount of sales opportunities.

 

The CRM solution is just a tool. It is required that the culture around the use in the company is influenced and necessary measures initiated. The best sellers like to use Hybris sales actively and see it as a tool that allows them to succeed. 

 

Service

Service Cloud is an important knowledge area, and some companies manage it well, while some struggle.

 

There is nothing more annoying than being put on hold, transferred countless times, and retelling the story of the issue you need help solving several times. In C/4HANA, Service Cloud is part of SAP’s Omnichannel initiative. In Service Cloud, you have a 360-degree overview of the customer, from the moment you receive their email or call. This includes all information collected from previous inquiries, orders, and other data collected through sales and service initiatives in your organization. Your company will be able to deliver on the high-quality customer service expected by consumers today, and more issues will be solved at the time of your first interaction with the customer.

 

Machine learning capabilities in Service Cloud ensure that you can approach inquiries from your customer smarter than before. Machine learning capabilities are utilized on previously received emails and FAQ-inquiries, and email answers can be handled automatically. Through text analysis, Service Cloud can interpret not only the issue described in an email, but also the mood of the customer. The solution can provide an answer to the customer based on previous experience from all inquiries, in all channels.

If required, the customer service department can be connected, and the inquiry can be handled further by a customer service representative. Communication in additional channels such as on the phone, Facebook, Twitter, Instagram, and more, can be automated. This reduces the efforts your customer service team spend on standard interactions with customers.

 

 While Service Cloud is an excellent channel for handling simple contact cases with customers, it is also great for more complex service situations. The Field Service module assists in streamlining reparations of more or less complex products for your company or end customer. The module allows for ordering reparations directly by scanning a QR code on a product. An estimate for the location of a service provider is given, and it is possible to enter error messages, so that all necessary parts are in the car when the service provider arrives. Additionally, through Crowd Service, 3rd party service suppliers can be deployed. The smooth process supported by Field Service and Crowd Service may quickly turn a negative experience positive!

SAP Sales and Service Cloud

The solution can either be used as a stand alone, with other SAP products and solutions from other companies. It is delivered as a Cloud solution and offers incredible opportunities compared to what a CRM solution could do a few years ago. We expect this development to continue in the future, and SAP Sales Cloud ands SAP Service Cloud can be an important differentiator for your company

 

Our experts can help you define your needs and set up the solution, then we develop the solution together as the needs change. 

 

Contact us

Trond Pedersen

Contact

Trond Pedersen

Director International Operations

Phone number

+47 99507750

Email

trond.pedersen@pearlgroup.no

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